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UTA OPMA 3306 CHAPTER 7 REVIEW QUESTIONS AND ANSWERS OPERATIONS MANAGEMENT STUDY GUIDE 2026/2027 | PROCESS ANALYSIS & IMPROVEMENT

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UTA OPMA 3306 CHAPTER 7 REVIEW QUESTIONS AND ANSWERS OPERATIONS MANAGEMENT STUDY GUIDE 2026/2027 | PROCESS ANALYSIS & IMPROVEMENT

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UTA OPMA 3306 CHAPTER 7 REVIEW QUESTIONS AND ANSWERS OPERATIONS MANAGEMENT
STUDY GUIDE 2026/2027 | PROCESS ANALYSIS & IMPROVEMENT



Service package - ANS ✔✔A bundle of goods and services that is provided in some
environment.



High and low degree of customer contact - ANS ✔✔A concept that relates to the physical
presence of the customer in the system



Web platform business - ANS ✔✔A firm that creates value by enabling the exchange of
information and processing of transactions between consumers and providers of a service or
product.



Service blueprint - ANS ✔✔A flowchart of a process emphasizing what is visible and what is not
visible to the customer



Poka-yokes - ANS ✔✔Procedures that prevent mistakes from becoming defects.



Queuing system - ANS ✔✔A process where customers wait in line for service



Arrival rate - ANS ✔✔The expected number of customers that arrive during each period



Poisson distribution - ANS ✔✔Probability distribution for the number of arrivals during each
time period



Exponential distribution - ANS ✔✔A probability distribution associated with the time between
arrivals.



Service rate - ANS ✔✔The number of customers a server can handle during a given time period.

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