Oregon DSC 335 Chapter 4· Process Analysis FILL IN THE BLANK question 138 to question 168

Oregon DSC 335 Chapter 4· Process Analysis FILL
IN THE BLANK question 138 to question 168
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138.
____________
is the documentation and detailed understanding of how work is performed and
how it can be redesigned.

139.
The
first step of the systematic approach to process analysis is ____________.

140.
Process
____________ is the boundary of the process to be analyzed.

141.
A
voluntary system by which employees submit their ideas on process improvements
is called a(n) ____________.

142.
____________
are performance measures that are established for a process and the steps
within it.

143.
Gaps
between actual and desired performance are called ____________.

144.
A(n)
____________ means that a department focuses on its own tasks without
understanding the role and processes of departments outside its own
organizational boundaries.

Chapter 4· Process Analysis

200
Copyright
©2010 Pearson Education, Inc. Publishing as Prentice Hall

Chapter 4·
Process Analysis

145.
A flowchart
traces the flow
of ____________, ____________,
____________, or

____________
through the various steps of a process.

146.
A(n)
____________ is a table that lists and categorizes the steps in a process.

147.
A(n)
____________ shape in a process chart
represents a decision point in the process.

148.
A
special flowchart of a service process that shows which of its steps have high
customer contact is a(n) ____________.

149.
The
____________ in a service blueprint separates which steps are in view of the
customer from those that aren’t.

150.
____________
is the process of creating labor standards based on the judgment of skilled
observers.

151.
The
____________ is a measurement found by multiplying the average time and the rating
factor.

201
Copyright
©2010 Pearson Education, Inc. Publishing as Prentice Hall

Chapter 4·
Process Analysis

152.
The
time added to adjust for factors such as fatigue or equipment malfunction is
called

____________.

153.
Using
the ____________, the analyst divides each work element into a series of
micro-motions common to a variety of tasks.

154.
____________
involves estimating the proportion of time spent by people and machines on
activities, based on a large number of observations.

155.
The
____________ can be represented by a line called a learning curve.

156.
A(n)
____________ is a form used to record the frequency of occurrence of certain
product or service characteristics related to quality.

157.
A(n)
____________ is a bar chart on which the factors are plotted in decreasing
order of frequency along the horizontal axis.

158.
A(n)
____________ would be a useful tool to determine the effect that the number of
practice problems solved correctly has on the midterm score.

Chapter 4·
Process Analysis

159.
A(n)
____________ is a diagram that relates a key quality problem to its potential
causes.

160.
The
process of gathering data regarding a process and sifting the data to deduce
causes of problems is called ____________.

161.
____________
is the act of reproducing the behavior of a process using a model that
describes each step of the process.

162.
A
simulation model goes one step further than possible with analysis tools,
because it can show how the process performs ____________ over time.

163.
A(n)
____________ is a method where a group of people, knowledgeable about the
process and its disconnects, propose ideas for change in a rapid-fire manner.

164.
____________
is a continuous, systematic procedure that measures a firm’s products,
services, and processes against those of industry leaders.

165.
Once
the benchmarking team has collected the data, the ____________ phase of the
benchmarking study can begin.

Chapter 4·
Process Analysis

166.
The
bursar’s office at your university decides to benchmark the collections
department of a credit agency to improve their own collection rate. This is an
example of

____________.

167.
____________
is based on comparison of processes with a direct adversary in industry.

168.
____________
involves using an organizational unit with superior performance as the ideal
for other departments.