Question 1

Which of the following is a type of customer error that results during an encounter?

Accepted Answer

A) Failure to follow the instructions provided 
B) Failure to signal service inadequacies 
C) Failure to bring the necessary materials for the encounter 
D) Failure to understand the role in the service transaction 
A) Failure to follow the instructions provided 
B) Failure to signal service inadequacies 
C) Failure to bring the necessary materials for the encounter 
D) Failure to understand the role in the service transaction A

Question 2

The quality team at Nigre,a cosmetics company,is continuously involved in monitoring the production process to ensure that the products are meeting specifications.They are also responsible for taking corrective measures when they identify variations in the products.In the context of the three major activities involved in process management,the quality team at Nigre is engaged in the _____ activity of process management.

Accepted Answer

A) improvement 
B) design 
C) mapping 
D) control 
A) improvement 
B) design 
C) mapping 
D) control D

Question 3

Assembly of products in a manufacturing plant is an example of a support process.

Accepted Answer

A) True 
 B)False  False

Question 4

To apply the techniques of process management,processes must be _____.

Accepted Answer

A) costly and time consuming 
B) repeatable and measurable 
C) centrally controlled and random 
D) simple and lengthy 
A) costly and time consuming 
B) repeatable and measurable 
C) centrally controlled and random 
D) simple and lengthy

Question 5

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.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following is true of the poka-yoke approach used for mistake-proofing processes?

Accepted Answer

A) It was developed by Kaoru Ishikawa. 
B) It is ineffective in providing immediate feedback to the employees regarding the error in the process. 
C) It helps to engage workers in continuous improvement activities. 
D) Most of the techniques of poka-yoke are expensive and extremely complex to implement. 
A) It was developed by Kaoru Ishikawa. 
B) It is ineffective in providing immediate feedback to the employees regarding the error in the process. 
C) It helps to engage workers in continuous improvement activities. 
D) Most of the techniques of poka-yoke are expensive and extremely complex to implement.

Question 7

Which of the following statements is true regarding kaizen?

Accepted Answer

A) It involves only the top management of the organization. 
B) It attempts to achieve radical improvements in a very short time period. 
C) It requires very large financial investments. 
D) It focuses on small, gradual, and frequent improvements. 
A) It involves only the top management of the organization. 
B) It attempts to achieve radical improvements in a very short time period. 
C) It requires very large financial investments. 
D) It focuses on small, gradual, and frequent improvements.

Question 8

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?

Accepted Answer

A) Design 
B) Control 
C) Process mapping 
D) Improvement 
A) Design 
B) Control 
C) Process mapping 
D) Improvement

Question 9

Briefly discuss the K&N process management framework.

Accepted Answer

K&N uses a comprehensive system for proc

Question 10

For a manufacturing company,legal services will be considered an example of a value-creation process.

Accepted Answer

A) True 
 B)False

Question 11

Services that emphasize on professional judgement of the employees often succeed in providing good solutions to customer problems.

Accepted Answer

A) True 
 B)False

Question 12

Reduction in cycle time of a process leads to improvement in quality of products as it reduces the potential for mistakes and errors.

Accepted Answer

A) True 
 B)False

Question 13

In the case of a manufacturing company,which of the following is an example of a value-creation process?

Accepted Answer

A) Product designing 
B) Human resource services 
C) Public relations 
D) Legal services 
A) Product designing 
B) Human resource services 
C) Public relations 
D) Legal services

Question 14

Reengineering focuses on improving the existing procedures rather than eliminating them and reinventing the process.

Accepted Answer

A) True 
 B)False

Question 15

How does K&N identify work process improvements?

Accepted Answer

At K&N,data that indicate the

Question 16

Breakthrough improvement refers to discontinuous change,as opposed to the gradual,continuous improvement philosophy of kaizen.

Accepted Answer

A) True 
 B)False

Question 17

The outputs of service processes are as well defined as manufactured products.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is one of the three major activities in process management that focuses on maintaining consistency in output by assessing performance and taking corrective action when necessary?

Accepted Answer

A) Design 
B) Improvement 
C) Process mapping 
D) Control 
A) Design 
B) Improvement 
C) Process mapping 
D) Control

Question 19

Flowcharts enable management to study and analyze processes prior to implementation.

Accepted Answer

A) True 
 B)False

Question 20

Why do organizations focus on improving the agility and flexibility of their processes?

Accepted Answer

Agility is a term that is commonly used

Which of the following is a type of customer error that results during an encounter?

Assembly of products in a manufacturing plant is an example of a support process.

To apply the techniques of process management,processes must be _____.

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.

Which of the following is true of the poka-yoke approach used for mistake-proofing processes?

Which of the following statements is true regarding kaizen?

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?

Briefly discuss the K&N process management framework.

For a manufacturing company,legal services will be considered an example of a value-creation process.

Services that emphasize on professional judgement of the employees often succeed in providing good solutions to customer problems.

Reduction in cycle time of a process leads to improvement in quality of products as it reduces the potential for mistakes and errors.

In the case of a manufacturing company,which of the following is an example of a value-creation process?

Reengineering focuses on improving the existing procedures rather than eliminating them and reinventing the process.

How does K&N identify work process improvements?

Breakthrough improvement refers to discontinuous change,as opposed to the gradual,continuous improvement philosophy of kaizen.

The outputs of service processes are as well defined as manufactured products.

Which of the following is one of the three major activities in process management that focuses on maintaining consistency in output by assessing performance and taking corrective action when necessary?

Flowcharts enable management to study and analyze processes prior to implementation.

Why do organizations focus on improving the agility and flexibility of their processes?

Introduction to Quality

Foundations of Quality Management

Customer Focus

Workforce Focus

Statistical Methods in Quality Management

Design for Quality and Product Excellence

Measuring and Controlling Quality

Process Improvement and Six Sigma

The Baldrige Framework for Performance Excellence

Strategy and Performance Excellence

Measurement and Knowledge Management for Performance Excellence

Leadership for Performance Excellence

Building and Sustaining Quality and Performance Excellence

Filters

Exam 5: Process Focus

Which of the following is a type of customer error that results during an encounter?

Assembly of products in a manufacturing plant is an example of a support process.

To apply the techniques of process management,processes must be _____.

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.

Which of the following is true of the poka-yoke approach used for mistake-proofing processes?

Which of the following statements is true regarding kaizen?

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?

Briefly discuss the K&N process management framework.

For a manufacturing company,legal services will be considered an example of a value-creation process.

Services that emphasize on professional judgement of the employees often succeed in providing good solutions to customer problems.

Reduction in cycle time of a process leads to improvement in quality of products as it reduces the potential for mistakes and errors.

In the case of a manufacturing company,which of the following is an example of a value-creation process?

Reengineering focuses on improving the existing procedures rather than eliminating them and reinventing the process.

How does K&N identify work process improvements?

Breakthrough improvement refers to discontinuous change,as opposed to the gradual,continuous improvement philosophy of kaizen.

The outputs of service processes are as well defined as manufactured products.

Which of the following is one of the three major activities in process management that focuses on maintaining consistency in output by assessing performance and taking corrective action when necessary?

Flowcharts enable management to study and analyze processes prior to implementation.

Why do organizations focus on improving the agility and flexibility of their processes?

Introduction to Quality

Foundations of Quality Management

Customer Focus

Workforce Focus

Statistical Methods in Quality Management

Design for Quality and Product Excellence

Measuring and Controlling Quality

Process Improvement and Six Sigma

The Baldrige Framework for Performance Excellence

Strategy and Performance Excellence

Measurement and Knowledge Management for Performance Excellence

Leadership for Performance Excellence

Building and Sustaining Quality and Performance Excellence

Filters