Identify the five major tools of process analysis and design. Describe them in a sentence or two each
What will be an ideal response?
A flowchart is a schematic or drawing of the movement of material, product, or people. Time-function mapping is a flow chart, with the addition of time on the horizontal axis. Value-stream mapping shows how to add value in the flow of materials and information through the entire production process. Process charts use symbols, time, and distance to provide an objective and structured way to analyze and record the activities that make up a process. Service blueprinting focuses on the customer and the provider's interaction with the customer.
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Which of the following statements is false?
a. Checks and deposit slips are the main source of documents backing up the bank statement. b. Retailers use cash register tapes to recognize sales. c. Stock certificates are evidence of being a creditor of the company. d. Time cards are used as the source of information to record wages.
Explain the concept of a value network
What will be an ideal response?
The underlying component of a successful sales presentation is:
A. utilizing statistical information as support. B. explaining product features clearly. C. identifying important product advantages. D. differentiating between wants and needs. E. determining the customer's needs.
If service desks do not capture data, they will have trouble creating the _______ necessary to understand customer needs and expectations and may find themselves focusing on activities that are unimportant to customers.
Fill in the blank(s) with the appropriate word(s).