1. In process flow analysis, the workstation that determines the rate of output of the entire system is: a) the station with the highest capacity. b) the station with the lowest capacity. c) the station with average processing time. d) the station that has the most efficient machines or most efficient workers.

2. The purpose of conducting process flow analysis in operations is to: a) Understand the flow of work through the operations system b) To identify operations bottlenecks and improve efficiency c) Both (a) and (b) above d) None of the above

3. A machine shop uses a dozen general-purpose machines to produce a variety of products ordered by different customers. The type of process used in this machine shop can best be described as: a) continuous flow b) Project c) job shop d) assembly line

4. A service management concept that argues that taking care of employees leads to satisfied employees. Satisfied employees provide quality service thereby increasing customer satisfaction and loyalty which, in turn, leads to increased sales and profitability is called _______. a) Quality function deployment (QFD) b) Service-profit chain c) Concurrent reengineering d) Distinctive competence e) Service-product package