Coffin
Step 8 allows us to capture thoughts beyond the scope of the current project the team is working on. True/False
True
The five whys is a tool used to determine root cause. True/False
True
The purpose of PPI is to increase profitability. True/False
True
The voice of the process reflects what the process is capable of doing. True/False
True
63. Job design refers to how employees are organized in formal and informal units, such as departments and teams, within an organization. a. True b. False
False
64. Job enlargement is a work design approach that motivates employees by giving them more authority, responsibility, and autonomy rather than simply more or different work to do. a. True b. False
False
All PPI project solutions come from data. True/False
True
It is critical that check sheets are tested before being used to gather data. True/False
True
Leading organizations continually improve their performance measurement systems, staying abreast of new techniques. True/False
True
Objective of flow charts is to identify non-value added work and waste and eliminate as much as possible. True/False
True
Output Metrics should tie directly to the goal(s) and be the "measure of success" for the project. True/False
True
31. An effective problem-solving process that can easily be adapted to quality improvement stems from _____ concepts pioneered by Alex Osborn. a. creative-problem solving b. cause-and-effect c. hypothesis testing d. analysis of variance
A
31. Which of the following statements best describes process owners? a. They are accountable for process performance and have the authority to control and improve their process. b. They have the authority to design the processes that will be used by the top management team in their organization. c. They test the accuracy of the processes used in the marketing management. d. They have the authority to certify the processes used by the suppliers of their organization.
A
41. Which of the following categories of problems is characterized by unsatisfactory performance by processes that are not well-specified or understood? a. Unstructured performance problems b. Efficiency problems c. Conformance problems d. Product design problems
A
46. As customization of services increases, _____ become(s) a bigger factor in the ability to provide high quality service to the customers. a. professional judgement of the employees b. processes and procedures c. employee behavior d. physical facilities
A
60. Which of the following is most likely to be true of a customer-focused organization? a. They make it easy for the customers to conduct business. b. They do not encourage customer complaints as it will affect their brand image. c. They are less keen on engaging in a face-to-face conversation with the customers. d. They do not provide explicit guarantees and warranties to the customers.
A
72. Strategic human resource management differs from traditional HR practices in that strategic human resource management: a. focuses on long-term, current, and future needs. b. views people as exploitable resources. c. relies on proven approaches. d. responds only to stated needs for system development.
A
28. The design activity of process management focuses on: a. identifying new markets and product opportunities. b. ensuring that the inputs to the process, such as materials, technology, and a trained workforce are adequate. c. maintaining consistency in output by assessing performance and taking corrective action when necessary. d. continually seeking to achieve higher levels of performance.
B
52. Which of the following is true of consumers of an organization? a. The retail outlets which sell the products of an organization are considered the consumers of that organization. b. The consumers of an organization receive inputs and produce outputs for other customers the organization. c. The consumers of an organization are a part of one of the various departments or processes of the organization. d. The consumers of an organization are the ultimate purchasers and users of the organization's products.
B
57. The Kano Model of customer requirements uses the term "satisfiers" to refer to: a. the basic requirements that are generally not stated by a customer but are assumed as a given. b. the requirements that customers expressly say they want in a product. c. the aesthetic features of a product that do not add any value to the product. d. the new or innovative features in a product that are not expected by customers in a product.
B
34. According to Peter Scholtes, a noted consultant, when people don't understand systems: a. they try to resist the process of change. b. they are less likely to distinguish between fact and opinion. c. they see the symptoms but not the deep causes of problems. d. they don't see events as individual incidents but assume it to be the combined result of several independent forces.
C
36. Which of the following is true of support processes? a. They align closely to an organization's core competencies and strategic objectives. b. They are sometimes called core processes. c. They require lesser attention from the employees compared to value-creation processes. d. They add value directly to the product or service being produced.
C
37. Which of the following points about Crosby's absolutes of quality management is true? a. Doing jobs right the first time is expensive. b. Quality means conformance to elegance, not requirements. c. The only performance measurement is the cost of quality. d. The burden of responsibility for solving quality problems falls only on the quality department.
C
42. Which of the following is the first step involved in designing a manufacturing process? a. Defining the sequence of steps that need to be performed b. Documenting the procedures and requirements in a flowchart c. Conducting a detailed technical analysis of the characteristics of the product d. Analyzing the processes prior to implementation to improve quality
C
53. Internal customers of an organization are those people who: a. are not a part of the organization but are involved in the supply of the organization's products to the consumers. b. are not a part of the organization but sell resources to the organization so that the organization can produce it products c. are a part of the organization who provide inputs and help to create outputs for customers. d. are the end users of a company's products or services.
C
79. Which of the following is a process measure that helps to assess workforce effectiveness? a. Employee turnover b. Job satisfaction c. Perceptions of teamwork and management effectiveness d. Number of suggestions made by the employees
D
54. The net present value of a customer is: a. a measure of how customers assess the benefits of a product in making purchase decisions. b. a measure of the likelihood that satisfied customers will recommend the product to other customers. c. the total profits (revenues associated with a customer minus the expenses needed to serve a customer) discounted over time. d. the total value of the benefits offered by a customer in a customer-supplier partnership.
C
59. Affinity diagram is a tool that can be used by organizations to: a. measure the response of customers by allowing them to express their degree of satisfaction on a five-point scale. b. streamline their communication process with the customers. c. gather and organize a large number of ideas or facts. d. train their employees on service recovery.
C
39. Which of the following is one of the key elements of Dr. Ishikawa's quality philosophy? a. Data with dispersion information are false data. b. Personnel management is the entrance and exit of quality. c. Remove the symptoms, not the root cause. d. Quality begins with education and ends with education.
D
40. Dr. Ishikawa is best known for developing a popular quality improvement tool called _____. a. u-chart b. process capability index c. histogram d. cause-and-effect diagram
D
71. Which of the following activities is a part of workforce management? a. Procuring the resources to carry out the production process b. Identifying new markets for a product c. Developing a long-term strategy for the organization d. Assisting in design of work systems
D
16. In the context of a Six Sigma team, green belts are full-time Six Sigma experts who are responsible for Six Sigma strategy, training, mentoring, deployment, and results. a. True b. False
False
21. Deming laid out a "quality improvement program" for companies such as Ford, GM, and Procter & Gamble, when invited to work with them to improve their quality. a. True b. False
False
21. The vertical axis on a run chart is the time scale. a. True b. False
False
23. Reengineering focuses on improving the existing procedures rather than eliminating them and reinventing the process. a. True b. False
False
24. Dr. Kaoru Ishikawa, a quality philosopher, is best known for coining the phrase, "total quality control." a. True b. False
False
25. According to Dr. Ishikawa's philosophy, data with dispersion information are false data. a. True b. False
False
26. The total quality philosophy was initially based on only one principle—customer focus. a. True b. False
False
27. Variation in a production process decreases capacity utilization. a. True b. False
False
28. Variation in a production process makes it easier to find the root cause of the process issues. a. True b. False
False
4. During the 1940s and 1950s, after World War II, the quality of products was the most important priority of top managers as it was recognized as the key to worldwide success. a. True b. False
False
41. Loyal customers are less costly to do business with compared to other customers. a. True b. False
False
43. According to the Kano Model, "satisfiers" are the basic requirements that customers expect in a product or service which are generally not stated by customers but assumed as given. a. True b. False
False
5. Assembly of products in a manufacturing plant is an example of a support process. a. True b. False
False
5. The "plan" stage in the PDSA cycle involves determining whether the trial plan is working correctly by evaluating the current situation and the process. a. True b. False
False
5. The Six Sigma approach for quality improvement requires increased levels of training and education for managers, and not for front-line employees. a. True b. False
False
6. If quality is built into the product properly, inspection is necessary for auditing purposes and functional testing. a. True b. False
False
65. Natural work teams are usually cross-functional, as they work on specific tasks or processes that cut across boundaries of several different departments. a. True b. False
False
67. In the adjourning stage of a team's life cycle, the team members cooperate with each other to solve problems and complete the goals of their assigned work. a. True b. False
False
7. Manufacturing is generally more labor intensive compared to services. a. True b. False
False
7. The term six sigma is based on a statistical measure that equates to 4.3 or fewer errors or defects per million opportunities. a. True b. False
False
8. Support processes generally add value directly to a product or service. a. True b. False
False
9. Value-creation process requirements are driven by internal customer needs. a. True b. False
False
A Pareto analysis requires a minimum of 5 levels to reach a root cause. True/False
False
A good PPI problem statement contains an embedded solution. True/False
False
Data is gathered during brainstorming the 4 Ms and an E. True/False
False
Team opinions are used as data during step 2 True/False
False
The Team Leader is responsible for the team's success. True/False
False
The problem statement is a short concise description of the teams focus for improvement solutions. True/False
False
Under production is one of the seven wastes. True/False
False
1. A process is a sequence of linked activities that is intended to achieve some result, such as producing a good or service for a customer within or outside the organization. a. True b. False
True
1. People view quality subjectively and in relation to differing criteria based on their individual roles in the production-marketing value chain. a. True b. False
True
10. Employees who embrace quality as a personal value often go beyond what they're asked or normally expected to do in order to provide extraordinary service to a customer. a. True b. False
True
11. Compared to Six Sigma, TQM is generally limited to simple improvement tools and concepts. a. True b. False
True
11. Flowcharts enable management to study and analyze processes prior to implementation. a. True b. False
True
13. Services that emphasize on professional judgement of the employees often succeed in providing good solutions to customer problems. a. True b. False
True
14. Six Sigma methods are most applicable to conformance problems because the processes that create the problems can be easily identified, measured, analyzed, and changed. a. True b. False
True
15. Process control is the responsibility of those who directly accomplish the work. a. True b. False
True
15. Projects are the vehicles that are used to organize and to implement Six Sigma. a. True b. False
True
19. The "define" phase of the DMAIC process focuses on describing the problem in operational terms that facilitate further analysis. a. True b. False
True
19. The Kaizen philosophy requires a significant cultural change from all employees in the organization except for the top management. a. True b. False
True
2. The fundamental premise of PDSA cycle is that improvement comes from the application of knowledge. a. True b. False
True
2. The user perspective of quality judges a product based on how well the product performs its intended function. a. True b. False
True
21. Breakthrough improvement refers to discontinuous change, as opposed to the gradual, continuous improvement philosophy of kaizen. a. True b. False
True
22. Improvements in operations are achieved by reducing the causes and impacts of variation. a. True b. False
True
22. The cause-and-effect diagrams are constructed in a brainstorming type of atmosphere. a. True b. False
True
23. Juran advocated the use of quality cost accounting and analysis to focus attention on quality problems. a. True b. False
True
25. The materials supplied by a certified supplier do not require manufacturers to conduct routine testing on all the lots supplied. a. True b. False
True
29. The core of a QMS is focused on creating the goods and services that customers want. a. True b. False
True
3. Inspection was the primary means of quality control during the first half of the twentieth century. a. True b. False
True
30. The ISO 9001 requirement for audits forces an organization to review its quality system on a routine basis. a. True b. False
True
42. According to Juran, the customers who fall under the category of "useful many" typically need only standardized attention as a group. a. True b. False
True
44. Affinity diagrams help firms to efficiently organize large volumes of information and identify natural patterns or groupings in the information. a. True b. False
True
45. Complaints allow an organization to learn about product failures and service problems, particularly the gaps between expectations and performance. a. True b. False
True
46. Customer satisfaction or dissatisfaction takes place during moments of truth. a. True b. False
True
47. Dissatisfied individual and business customers seldom complain to the organization about the problems. a. True b. False
True
48. Customer relationship management systems help organizations to identify and target their most profitable customers. a. True b. False
True
49. Customer satisfaction surveys will be effective when the questions included in the survey can provide actionable results. a. True b. False
True
50. The net promoter score is the difference in the percentage of promoters and detractors. a. True b. False
True
61. The Taylor philosophy established an adversarial relationship between labor and management. a. True b. False
True
62. Creating a culture for high performance begins with senior leadership's commitment to the workforce. a. True b. False
True
66. The nominal group technique helps to achieve consensus among team members by providing a way to prioritize and focus on important project objectives during the project definition stage. a. True b. False
True
68. Using a structured problem-solving process helps teams to mitigate issues that might lead to storming. a. True b. False
True
69. Empowerment, teamwork, and good working environment motivate employees intrinsically. a. True b. False
True
70. Traditional hiring practices have been based on cognitive and technical rather than interpersonal skills. a. True b. False
True
8. Customers evaluate a service primarily by the quality of the human contact. a. True b. False
True
9. The accounting function helps in achieving quality by identifying areas of quality improvement and tracking the progress of quality improvement programs. a. True b. False
True
A fishbone diagram is a tool often used to organize data using the 4 Ms and an E. True/False
True
A predetermined solution for a PPI team project will lead to disaster. True/False
True
A process behavior chart identifies types of variation. True/False
True
76. Which of the following types of teams in an organization is usually cross-functional? a. Project team b. Self-managed team c. Natural work team d. Quality circle
a. Project team
29. Which of the following stages of the PDSA cycle determines whether the trial plan is working correctly by evaluating the results, recording the learning, and determining whether any further issues or opportunities need be addressed? a. Study b. Do c. Plan d. Act
a. Study
47. In a bottom-up approach to Six Sigma projects, _____ choose the projects that are well-suited to the capabilities of teams. a. champions b. team members c. green belts d. black belts
a. black belts
35. Value-creation processes are sometimes called _____ processes. a. core b. support c. job enrichment d. quality circle
a. core
58. According to the Kano Model, new or innovative features that customers do not expect or even anticipate, fall under the category of _____. a. delighters b. dissatisfiers c. continuous improvements d. satisfiers
a. delighters
35. In Juran's quality trilogy, the process of preparing to meet quality goals is called: a. quality planning. b. quality control. c. quality improvement. d. quality leadership.
a. quality planning
32. According to point one of Deming's 14 points for quality improvement, the responsibility of improving a firm's competitive position lies with ______. a. top management b. suppliers c. middle management d. employees
a. top management
42. In the context of a Six Sigma team, who among the following is typically a senior-level manager who owns the Six Sigma project and is responsible for its completion and results? a. A black belt b. A champion c. A green belt d. A team member
b. A champion
19. Which of the following terms best represents a firm's ability to achieve market superiority? a. Flexibility b. Competitive advantage c. Quality assurance d. Agility
b. Competitive advantage
39. Which of the following categories of quality problems is characterized by unsatisfactory performance that causes customer dissatisfaction, such as high levels of defects, service failures, or customer complaints? a. Unstructured performance problems b. Conformance problems c. Product design problems d. Efficiency problems
b. Conformance problemes
38. For a manufacturing company, which of the following is an example of a support process? a. Product designing b. Legal services c. Testing of products d. Product manufacturing
b. Legal services
48. _____ is an approach for mistake-proofing processes, developed by Shigeo Shingo, that involves using automatic devices or simple methods to avoid human error. a. Kaizen b. Poka-yoke c. Process mapping d. Job enrichment
b. Poka-yoke
37. The term _____ is based on a statistical measure that equates to 3.4 or fewer errors or defects per million opportunities. a. Pareto analysis b. Six Sigma c. Quincunx d. Quality trilogy
b. Six Sigma
73. _____ refers to how employees are organized in formal and informal units, such as departments and teams. a. Workforce engagement b. Work design c. Workforce capacity d. Job design
b. Work design
17. The value perspective of quality is most important at the _____ stage in the creation and delivery of goods and services. a. manufacturing b. design c. marketing d. distribution
b. design
36. In accordance with Juran's breakthrough sequence, the path from problem to solution consists of two journeys: the journey from symptom to cause is called: a. remedial journey. b. diagnostic journey. c. continuous improvement. d. breakthrough improvement.
b. diagnostic journey
75. Teams that are organized to perform entire jobs, rather than specialized, assembly line-type work are known as _____ teams. a. management b. natural work c. virtual d. quality
b. natural work
77. In a team's life cycle, the stage of _____ takes place when the issues of the previous stage have been worked out, and team members agree on roles, ground rules, and acceptable behavior when doing the work of the team. a. performing b. norming c. storming d. forming
b. norming
80. Kenneth works as a process associate in a company where he is unable to achieve a worklife balance. His personal problems are affecting his job performance. Even though he spends most of his time in the office, he is not able to perform his job effectively. According to the "engagement index" developed by Gallup, Kenneth will fall into the category of _____. a. actively engaged employees b. not engaged employees c. engaged employees d. actively disengaged employees
b. not engaged employees
51. The ASQ Quality Glossary defines customer _____ as "the result of delivering a product or service that meets customer requirements." a. engagement b. satisfaction c. enrichment d. loyalty
b. satisfaction
31. In Deming's view, _____is the chief culprit of poor quality. a. concurrent engineering b. variation c. agility of the production process d. low level of tolerance in manufacturing
b. variation
36. Which of the following is the most widely known process improvement methodology used in Six Sigma? a. Quincunx b. FADE c. DMAIC d. TRIZ
c. DMAIC
32. In which of the following stages of the FADE approach does a team select the problem to be addressed and define it, characterizing the current state of the process, why change is needed, what the desired result should be, and the benefits of achieving the result? a. Analyze b. Develop c. Focus d. Execute
c. Focus
74. _____ is an approach to work design that improves a worker's job by including several tasks rather than one single, low-level task. a. Job enrichment b. Job rotation c. Job enlargement d. Skill variety
c. Job enlargement
11. Which of the following perspectives of quality considers quality to be synonymous with superiority or excellence? a. Product perspective b. Value perspective c. Transcendent perspective d. Manufacturing perspective
c. Transcendent perspective
33. Which of the following is one of the four elements of Deming's system of profound knowledge? a. Quality leadership b. Suboptimization c. Understanding variation d. Modern quality technology
c. Understanding variation
12. Which of the following perspectives of quality judges a product on the basis of how well the product performs its intended function? a. Value perspective b. Product perspective c. User perspective d. Manufacturing perspective
c. User perspective
13. Kosher's, a supermarket in Surbury, employs various strategies to provide good quality products to consumers at lower prices compared to other competing stores. This marketing strategy is most likely to influence the _____ perspective of quality. a. user b. product c. value d. manufacturing
c. Value
15. The ultimate purchaser of a product or service is referred to as a(n) _____. a. supplier b. external customer c. consumer d. internal customer
c. consumer
55. The _____ dimension of the quality, as suggested by David A. Garvin, refers to the amount of use one gets from a product before it physically deteriorates or until replacement is preferable. a. assurance b. reliability c. durability d. serviceability
c. durability
40. A _____ is a temporary work structure that starts up, produces products or services, and then shuts down. a. kaizen program b. poka-yoke program c. project d. quality circle
c. project
30. Which of the following is one of the three major activities in process management that focuses on achieving higher yields of products with reduced variation and fewer defects and errors? a. Design b. Control c. Process mapping d. Improvement
d. Improvement
18. The book "Quality Is Free" is written by _____. a. Joseph Juran b. Edwards Deming c. Malcolm Baldrige d. Philip Crosby
d. Philip Crosby
56. Which of the following dimensions that contribute to customer perceptions of quality refers to the willingness of the service providers to help customers and provide prompt service? a. Assurance b. Empathy c. Reliability d. Responsiveness
d. Responsiveness
14. The _____ perspective defines quality as the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs. a. value b. transcendent c. manufacturing d. customer
d. customer
20. The _____ function helps an organization in achieving quality by exposing the costs of poor quality and opportunities for reducing it. a. marketing and sales b. manufacturing and assembly c. legal services d. finance and accounting
d. finance and accounting
78. The process of subjectively evaluating the quality of an employee's work is known as _____. a. employee involvement b. empowerment c. workforce engagement d. performance appraisal
d. performance appraisal
38. Feigenbaum defined the term _____ as an effective system for integrating the quality development, quality maintenance, and quality improvement efforts of the various groups in an organization so as to enable production and service at the most economical levels which allow full customer satisfaction. a. absolutes of quality management b. basic elements of improvement c. quality trilogy d. total quality control
d. total quality control
16. Customers generally view quality from the _____ perspective. a. user b. manufacturing c. value d. transcendent
d. transcendent
