ARTA and Lean Six Sigma

Description

MOL for Day 1
sinag.laya
Quiz by sinag.laya, updated more than 1 year ago
sinag.laya
Created by sinag.laya over 8 years ago
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Resource summary

Question 1

Question
What does ARTA mean?
Answer
  • Anti Rally Terror Act
  • Anti-Red Tape Act
  • Anti-Red Toy Act

Question 2

Question
Section 2 of the IRR of ARTA provides, : "The re-engineering process shall include a review for the purposes of streamlining the following: Steps in providing the service; Forms used; Requirements; Processing time; and Fees and charges. There shall also be a review of the location of the offices providing frontline services and directional signs to facilitate transactions."
Answer
  • True
  • False

Question 3

Question
____________ is the amount of time a client (taxpayer) takes to complete the process.
Answer
  • Throughput time
  • Work in process
  • Average completion time

Question 4

Question
Lean Six Sigma for services focuses on improving the customer/client experience and service outcomes by addressing poor flow and excess waste and variation in the service delivery process.
Answer
  • True
  • False

Question 5

Question
Waste is anything that adds cost to the product while adding value at the same time.
Answer
  • True
  • False

Question 6

Question
The ___________ is an effective process mapping format that captures the voice of the customers and suppliers in the whole process chain. It defines the scope and boundaries of the process and aligns process with top level customer/client requirements.
Answer
  • SIPOC
  • Muda
  • Muri
  • Lean Six SIgma

Question 7

Question
____________ is any system where jobs or clients arrive looking for service and depart once service is provided.
Answer
  • Queue
  • Production line
  • Six Sigma

Question 8

Question
Which among the following is a possible negative effect of queuing?
Answer
  • creates heart burns to customers
  • creates goodwill
  • disrupts socialization

Question 9

Question
Based on last week's discussion, what is important to the Customer/Taxpayer?
Answer
  • Layout of the office
  • Length of the line when I arrive
  • How long I have to wait
  • Length of the line when I arrive AND How long I have to wait
  • None of the above

Question 10

Question
Based on last week's discussion, what is important to the Service Provider?
Answer
  • How many people I have to hire to service customers or clients
  • How many transactions I have stamped "received"
  • Amount of time I spent in processing the documents

Question 11

Question
Six SIgma is a philosophy which shortens the time between the customer order and the product shipment by eliminating waste
Answer
  • True
  • False

Question 12

Question
"Service pattern" refers to prioritization based on customer type.
Answer
  • True
  • False

Question 13

Question
The following are tips on how to manage the queues, except:
Answer
  • Determine an acceptable waiting time for your customers
  • Try to divert your customer’s attention when waiting
  • After checking the documents, tell your customers to go back the following day
  • Keep employees not serving the customers out of sight
  • Inform your customers of what to expect

Question 14

Question
"One hundred percent utilization may sound good from the standpoint of resources being used to the maximum potential, but this could lead to poor service or performance" refers to
Answer
  • The curse of Azkaban
  • Cruciatus curse
  • Curse of Utilization
  • Curse of Variability

Question 15

Question
"As variability increases, then line congestion and wait times increase as well". This is according to the Curse of Inteded Consequence.
Answer
  • True
  • False
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