10.8 Chapter 10 Assessment

Conceptual Questions:

Section 10.1: Introduction

• Question: What is the significance of process design in both service and manufacturing sectors?

Section 10.2: Understanding “Process”

• Question: What is the input-output process model, and how does it help in understanding business processes?

Section 10.3: Process Maps

• Question: What are process maps, and why are they important in process management?

Section 10.4: Measuring the Performance of a Process

• Question: What are the key performance metrics used to measure process performance, and why are they important?

Section 10.5: Process Analysis Example

• Question: How does identifying the bottleneck in a process help in improving overall operational efficiency?

Section 10.6: Product-Process Matrix

• Question: What is the product-process choice matrix, and how does it influence production strategies?

Situational Questions:

Situation 1: You are managing a bakery where the bread-making process is divided into three steps: mixing (45 minutes per batch), baking (60 minutes per batch), and packaging (30 minutes per batch). Using the concepts discussed in this chapter, explain how you would identify and address the bottleneck in this process to increase the number of batches produced in an 8-hour shift.

Situation 2: A customer service center has observed that during peak hours, customers experience long wait times, leading to dissatisfaction. Applying Little’s Law and the key performance metrics from this chapter, outline a strategy to reduce wait times and improve customer satisfaction.

Situation 3: Your company is considering whether to implement a make-to-stock or make-to-order production strategy for a new product line. Explain how the product-process choice matrix and the characteristics of the product (e.g., volume, variety) would influence this decision and how process maps could be used to optimize the chosen strategy.