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Exam2_2008

# Exam2_2008 - Quiz 2 EIN 6227 J Hartman Fall 2008 Name DUE...

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Quiz 2 Name___________________ EIN 6227 J. Hartman DUE: Friday, November 7, 12 midnight Fall 2008 INSTRUCTIONS: Answer the following 14 questions. Show all of your work (unless you do not want credit). If you make any assumptions to complete a problem, state them clearly. Point values are adjacent to the problem number. You may not discuss this exam with anyone else! However, you may use any other resource at your disposal (notes, books, internet, etc.). [2] 1. What is the overall goal of a CTQ tree? [2] 2. Give two viable measures of customer service for a retail bank that might be used for their balanced scorecard. [2] 3. What information can be derived from a Pareto analysis? [2] 4. What is the difference between Monte Carlo simulation and Discrete Event simulation?

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[2] 5. How does Juran’s breakthrough sequence differ from other accepted TQM methodologies (such as Deming, DMAIC, or Theory of Constraints)? [2] 6. Why is Deming’s approach referred to as a cycle? [2] 7. What is a Kaizen blitz? Give and advantage and disadvantage to holding one as opposed to running another TQM program. [2] 8. Once a process map has been drawn, how can it be used to improve the process? [2] 9. How might one combine a “5 Whys” analysis with a Cause-and-Effect diagram? [2] 10. What type of information is displayed on a histogram and how can it be used in a process simulation?
[20] 11. Your consulting firm has been hired to examine productivity at a local gas service station. The station has four pumps and a small quick-mart with food, drinks, tobacco and other items for sale. A single attendant staffs the quick-mart during all hours of operation. The station gives a 3% discount on gas purchases for cash customers.

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