1a. In a Process Chain Network (PCN) diagram, the largest economies of scale for the service provider are achieved in the region of? a. direct interaction b. independent processing c. none of the above

1b.Quality Function Deployment is? a. also called house of quality b. also known as voice of the customer c. all of the above

1c. A bank is opening a new location in a business district. They have to determine how many teller windows to have open during the busy lunchtime hour. The demand during this hour is forecast to be normally distributed with a mean of 23 customers and a standard deviation of 10 customers. The average business revenue generated from each customer is $25 and each customer takes an average of 5 minutes to be served. Tellers are paid an hourly wage of $20.What is the optimal number of customers the bank should aim to serve during the lunch hour? a. 30 b. 24 c. 33