A) There are many applications of poka-yokes in service organizations. Which of the following is one of the three-T's used to classify poka-yokes?
• Trust
• Teamwork
• Task
• Time
B) Which of the following is a major factor that distinguishes service design and development from manufacturing design and development?
• The service package has the same legal protection available to manufactured goods.
• Manufacturing is far more capital intensive than services.
• The service process and service product can be developed independently.
• The service package is the major output of the development process.
C) A project can be segmented into which of the following?
• Events
• Sub-jobs
• Work packages
• Success markers
D) Which of the following is a cost impact and payoff analysis tool from the operations consulting tool kit?
• Statistical tools
• Decision trees
• Work sampling
• Gap analysis
E) According to the theory of constraints, which of the following can be a capacity-constrained resource (CCR)?
• Product design
• Inoperable equipment
• An employee
• A customer