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ARTA and Lean Six Sigma

Question 1 of 15

3

What does ARTA mean?

Select one of the following:

  • Anti Rally Terror Act

  • Anti-Red Tape Act

  • Anti-Red Toy Act

Explanation

Question 2 of 15

3

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."

Select one of the following:

  • True
  • False

Explanation

Question 3 of 15

3

____________ is the amount of time a client (taxpayer) takes to complete the process.

Select one of the following:

  • Throughput time

  • Work in process

  • Average completion time

Explanation

Question 4 of 15

3

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.

Select one of the following:

  • True
  • False

Explanation

Question 5 of 15

3

Waste is anything that adds cost to the product while adding value at the same time.

Select one of the following:

  • True
  • False

Explanation

Question 6 of 15

3

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.

Select one of the following:

  • SIPOC

  • Muda

  • Muri

  • Lean Six SIgma

Explanation

Question 7 of 15

3

____________ is any system where jobs or clients arrive looking for service and depart once service is provided.

Select one of the following:

  • Queue

  • Production line

  • Six Sigma

Explanation

Question 8 of 15

3

Which among the following is a possible negative effect of queuing?

Select one of the following:

  • creates heart burns to customers

  • creates goodwill

  • disrupts socialization

Explanation

Question 9 of 15

3

Based on last week's discussion, what is important to the Customer/Taxpayer?

Select one of the following:

  • 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

Explanation

Question 10 of 15

3

Based on last week's discussion, what is important to the Service Provider?

Select one of the following:

  • 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

Explanation

Question 11 of 15

3

Six SIgma is a philosophy which shortens the time between the customer order and the product shipment by eliminating waste

Select one of the following:

  • True
  • False

Explanation

Question 12 of 15

3

"Service pattern" refers to prioritization based on customer type.

Select one of the following:

  • True
  • False

Explanation

Question 13 of 15

3

The following are tips on how to manage the queues, except:

Select one of the following:

  • 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

Explanation

Question 14 of 15

3

"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

Select one of the following:

  • The curse of Azkaban

  • Cruciatus curse

  • Curse of Utilization

  • Curse of Variability

Explanation

Question 15 of 15

3

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

Select one of the following:

  • True
  • False

Explanation

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