16. A software development company that engages in the process of designing highly-customized software for various different types of customers in varying industries such as financial, healthcare, public policy would need to implement processes that are

(a) Process Focused

(b) Repetitive Focused

(c) Product Focus

(d) Mass Customization

17. Home Depot would like to implement a new self-check out center in each of their stores. They have two types of check out processes they can choose to implement. Process 1 will cost them a fixed cost $500,000 to put into place, but will cost $1 per customer to operate. On the other hand, Process 2 will cost them a fixed cost of $200,000 to put into place, but will cost $3 per customer to operate. How many customers will Home Depot need to service in order for Process 2 to be more expensive than Process 1?

(a) 0, Process 2 will already by more expensive than Process 1

(b) 150000

(c) 300000

(d) 650000

18. Which of the following is a schematic or drawing of the movement of material, product, or people?

(a) Flow Chart

(b) Time-Function Mapping

(c) Process Charts

(d) Value-Stream Chart

19. Which of the following takes an expanded look at where value is added (and not added) in the entire production process, including the supply chain?

(a) Flow Chart

(b) Time-Function Mapping

(c) Process Charts

(d) Value-Stream Chart

20. The strategy that an operations manager takes to improve service quality at a Financial Services company involves providing customers only a limited choice of banking products. They can only choose from Bronze, Silver, or Gold banking products, each of which have different features. Customization is not allowed. Which strategy best reflects this improvement in service productivity?

(a) Automation

(b) Self-Service

(c) Focus

(d) Training