7a.

7b.

1 NAME: 3 4 1. What is the difference between process and results measures? (1 pt) 6 7 8 9 10 11 12 13 2. What are the four major areas of performance on a balanced Scorecard? Describe each category. (2 pts) 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 82 (2 pts) Fast Food Restaurant Category A: Customer Focus Results Measures: Overall customer satisfaction; large market share# customers, number of repeat customers, new customers Process Measures: Improvements to processes critical to serving customers Category B: Financial Measures Results Measures cost per food item, profitability, return on investment Process Measures: cost aviodance (safety, hygiene) Category C: Internal Processes Results Category D: Learning and Growth Results Measures: Improvements in hours pald vs the $ amount food sold Measures:improvements in employee retention Process Measures: improvements in order turn around time (cycle Process Measures: progress toward cross training goals for time reduction, removal of non value added activities), improvements in critical processes as identified by the customer first time through quality (reduction of rework and scrap) Chapter BASSIGNMENT 1. A U.S. state highway route through a small town has had an increase in traffic volume, with a corresponding increase in accidents in recent years. The city manage has decided to do a traffic study to support the reduction of the speed limit. The study will cost approximately $2000. Upon completion, the study will be turned over to the state's department of transportation for consideration in deciding on the appropriate speed limit. The study investigated recent accidents with the following results. Create and interpret a Pareto diagram with the following information. Carelessness/Inattention Visibility Obscured Excessive Speed Driving under the Influence High traffic volume 6 20 37 10 3 2. Following their traffic study, the state lowered the speed limit on the U.S. state highway route through the small town from 45 mph to 35 mph. A follow-up study was done to determine whether or not reducing the speed limit reduced the number of accidents. Both studies were conducted for the same amount of time. Create a Pareto diagram. Interpret results. 4 22 Carelessness/Inattention Visibility Obscured Excessive Speed Driving under the Influence High traffic volume 8 12 2 3. Create a why-why diagram for customers sending meals back to the kitchen of a restaurant. What are the root causes that need to be addressed? 4. Create a process flow chart for going to the movies. Begin with deciding when to go. 5. Create a fishbone diagram for the problem: People wait too long for food during the noon hour at a local fast food restaurant. Interpret diagram by brainstorming potential corrective actions