The manager in a customer service department recently collected data on how many
ID: 466065 • Letter: T
Question
The manager in a customer service department recently collected data on how many customer calls were coming in to the department over a three-day period. The average number of calls was 145.3 calls/day. Among her eight customer service representatives, two had been on the job for less than a month, one had worked for one month, one had worked for two months, one had worked for three months, one had worked for four months and two had worked for six or more months. The customer service representatives' performance standards for these various times on the job were as follows:
Months on the Job <1 1 2 3 4 5 6
Calls/day 68 115 124 135 142 154 161
What is the capacity utilization for these eight customer service representatives over the three-day period of data collection?
16.2%
80.7%
90.25%
119%
None of the above
16.2% is not correct.
The sum of the times required to complete the work for each task is referred to as the:
Run time
Cycle time
Setup time
Processing time
Throughput time
Answer is NOT throughput time.
According to Little's Law, which of the following can reduce the number of skiers waiting in line to ride a chairlift at a ski resort?
Using a process layout
Decreasing the chairlift's bandwidth
Increasing the chairlift's throughput rate
Increasing the skiers' average flow time
Decreasing the skiers' average flow time
answer is NOT increasing skier's average flow time.
a.16.2%
b.80.7%
c.90.25%
d.119%
e.None of the above
Explanation / Answer
option C is the right answer but not A.
2. option B is right answer. Cycle time is the total time from the beginning to the end of your process, as defined by you and your customer. Cycle time includes process time, during which a unit is acted upon to bring it closer to an output, and delay time, during which a unit of work is spent waiting to take the next action.
3. option B is right answer
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