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ARTA and Lean Six Sigma

Pregunta 1 de 15

3

What does ARTA mean?

Selecciona una de las siguientes respuestas posibles:

  • Anti Rally Terror Act

  • Anti-Red Tape Act

  • Anti-Red Toy Act

Explicación

Pregunta 2 de 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."

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 3 de 15

3

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

Selecciona una de las siguientes respuestas posibles:

  • Throughput time

  • Work in process

  • Average completion time

Explicación

Pregunta 4 de 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.

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 5 de 15

3

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 6 de 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.

Selecciona una de las siguientes respuestas posibles:

  • SIPOC

  • Muda

  • Muri

  • Lean Six SIgma

Explicación

Pregunta 7 de 15

3

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

Selecciona una de las siguientes respuestas posibles:

  • Queue

  • Production line

  • Six Sigma

Explicación

Pregunta 8 de 15

3

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

Selecciona una de las siguientes respuestas posibles:

  • creates heart burns to customers

  • creates goodwill

  • disrupts socialization

Explicación

Pregunta 9 de 15

3

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

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 10 de 15

3

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

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 11 de 15

3

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 12 de 15

3

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

Pregunta 13 de 15

3

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

Selecciona una de las siguientes respuestas posibles:

  • 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

Explicación

Pregunta 14 de 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

Selecciona una de las siguientes respuestas posibles:

  • The curse of Azkaban

  • Cruciatus curse

  • Curse of Utilization

  • Curse of Variability

Explicación

Pregunta 15 de 15

3

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

Selecciona uno de los siguientes:

  • VERDADERO
  • FALSO

Explicación

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