Questão 1
Questão
What does ARTA mean?
Responda
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Anti Rally Terror Act
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Anti-Red Tape Act
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Anti-Red Toy Act
Questão 2
Questão
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."
Questão 3
Questão
____________ is the amount of time a client (taxpayer) takes to complete the process.
Responda
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Throughput time
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Work in process
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Average completion time
Questão 4
Questão
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.
Questão 5
Questão
Waste is anything that adds cost to the product while adding value at the same time.
Questão 6
Questão
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.
Responda
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SIPOC
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Muda
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Muri
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Lean Six SIgma
Questão 7
Questão
____________ is any system where jobs or clients arrive looking for service and depart once service is provided.
Responda
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Queue
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Production line
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Six Sigma
Questão 8
Questão
Which among the following is a possible negative effect of queuing?
Questão 9
Questão
Based on last week's discussion, what is important to the Customer/Taxpayer?
Questão 10
Questão
Based on last week's discussion, what is important to the Service Provider?
Responda
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How many people I have to hire to service customers or clients
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How many transactions I have stamped "received"
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Amount of time I spent in processing the documents
Questão 11
Questão
Six SIgma is a philosophy which shortens the time between the customer order and the product shipment by eliminating waste
Questão 12
Questão
"Service pattern" refers to prioritization based on customer type.
Questão 13
Questão
The following are tips on how to manage the queues, except:
Responda
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Determine an acceptable waiting time for your customers
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Try to divert your customer’s attention when waiting
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After checking the documents, tell your customers to go back the following day
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Keep employees not serving the customers out of sight
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Inform your customers of what to expect
Questão 14
Questão
"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
Responda
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The curse of Azkaban
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Cruciatus curse
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Curse of Utilization
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Curse of Variability
Questão 15
Questão
"As variability increases, then line congestion and wait times increase as well". This is according to the Curse of Inteded Consequence.