Question 1

DEA circumvents the need to develop standard costs for each service when comparing the efficiency of multiple service units that provide similar services.

Accepted Answer

A) True 
 B)False  True

Question 2

Pareto chart is an arrangement of data where the causes of a problem are arranged in ascending frequency of occurrence in order to highlight the most likely cause.

Accepted Answer

A) True 
 B)False  False

Question 3

The objective of Six Sigma is to eliminate variation in process performance.

Accepted Answer

A) True 
 B)False  False

Question 4

The objective of lean service is a purposeful flow of satisfied customers. 
Multiple Choice

Accepted Answer

A) True 
 B)False

Question 5

Planning, control, and ___________ are the three-component cycle required for ISO 9000 implementation.

Accepted Answer

A)  Reporting 
B)  Documentation 
C)  Testing 
D)  Budgeting 
A)  Reporting 
B)  Documentation 
C)  Testing 
D)  Budgeting

Question 6

What are the two dimensions in the DEA strategic matrix?

Accepted Answer

A)  Efficiency and profit 
B)  Efficiency and quality 
C)  Profit and quality 
D)  Profit and location 
A)  Efficiency and profit 
B)  Efficiency and quality 
C)  Profit and quality 
D)  Profit and location

Question 7

Process capability index measures the variability in a process.

Accepted Answer

A) True 
 B)False

Question 8

The Deming wheel is a repetitive cycle where quality improvements result from continuous incremental turns of the wheel.

Accepted Answer

A) True 
 B)False

Question 9

Continuous improvement is a valuable concept, but it lacks measurement techniques.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following statements is not part of Deming's 14-point philosophy?

Accepted Answer

A)  Create constancy of purpose for improvements of product and service. 
B)  Promote numerical goals for the workforce. 
C)  Constantly and forever improve the system of production and service. 
D)  Cease dependence on mass inspection. 
A)  Create constancy of purpose for improvements of product and service. 
B)  Promote numerical goals for the workforce. 
C)  Constantly and forever improve the system of production and service. 
D)  Cease dependence on mass inspection.

Question 11

Which pair of parameters describes the "candidates for divestiture" quadrant in the DEA strategic matrix?

Accepted Answer

A)  Low efficiency, low profit 
B)  Low efficiency, high profit 
C)  High efficiency, high profit 
D)  High efficiency, low profit 
A)  Low efficiency, low profit 
B)  Low efficiency, high profit 
C)  High efficiency, high profit 
D)  High efficiency, low profit

Question 12

Which among the following is not a category that is eligible for the Malcolm Baldrige National Quality award?

Accepted Answer

A)  Manufacturing companies 
B)  Service firms 
C)  Small businesses 
D)  Government agencies 
A)  Manufacturing companies 
B)  Service firms 
C)  Small businesses 
D)  Government agencies

Question 13

Lean service is based upon the Toyota Production System.

Accepted Answer

A) True 
 B)False

Question 14

All but one of the following are quality tools for analysis and problem solving.

Accepted Answer

A)  Run chart 
B)  Control chart 
C)  Flow chart 
D)  Bar chart 
A)  Run chart 
B)  Control chart 
C)  Flow chart 
D)  Bar chart

Question 15

Data envelopment analysis (DEA) is best used in an environment of low divergence and high complexity.

Accepted Answer

A) True 
 B)False

Question 16

Data Envelopment Analysis (DEA) is a method for:

Accepted Answer

A)  measuring a firm's quality performance by comparing it with other companies that are recognized as "best in class." 
B)  determining the feasibility of technological innovations in service operations. 
C)  analyzing the gap between the service customer's expectations and perceptions. 
D)  comparing the efficiency of multiple service units that provide similar services. 
A)  measuring a firm's quality performance by comparing it with other companies that are recognized as "best in class." 
B)  determining the feasibility of technological innovations in service operations. 
C)  analyzing the gap between the service customer's expectations and perceptions. 
D)  comparing the efficiency of multiple service units that provide similar services.

Question 17

The fishbone chart offers a structured approach for a team to identify, explore, and display graphically all of the possible causes of a problem.

Accepted Answer

A) True 
 B)False

Question 18

Which one the following is not a guiding principle of lean philosophy?

Accepted Answer

A)  Satisfy the needs of customers by doing only value-added activities. 
B)  Be flexible in response to customer demands. 
C)  Define the value stream by flowcharting the process. 
D)  Eliminate waste. 
A)  Satisfy the needs of customers by doing only value-added activities. 
B)  Be flexible in response to customer demands. 
C)  Define the value stream by flowcharting the process. 
D)  Eliminate waste.

Question 19

Which one of the following is not a principle of Deming's philosophy?

Accepted Answer

A)  Customer satisfaction 
B)  Management by facts 
C)  Employee loyalty 
D)  Respect for people 
A)  Customer satisfaction 
B)  Management by facts 
C)  Employee loyalty 
D)  Respect for people

Question 20

Data Envelopment Analysis (DEA), when used repeatedly, can facilitate the competitive strategy of cost leadership.

Accepted Answer

A) True 
 B)False

DEA circumvents the need to develop standard costs for each service when comparing the efficiency of multiple service units that provide similar services.

Pareto chart is an arrangement of data where the causes of a problem are arranged in ascending frequency of occurrence in order to highlight the most likely cause.

The objective of Six Sigma is to eliminate variation in process performance.

The objective of lean service is a purposeful flow of satisfied customers. Multiple Choice

Planning, control, and ___________ are the three-component cycle required for ISO 9000 implementation.

What are the two dimensions in the DEA strategic matrix?

Process capability index measures the variability in a process.

The Deming wheel is a repetitive cycle where quality improvements result from continuous incremental turns of the wheel.

Continuous improvement is a valuable concept, but it lacks measurement techniques.

Which of the following statements is not part of Deming's 14-point philosophy?

Which pair of parameters describes the "candidates for divestiture" quadrant in the DEA strategic matrix?

Which among the following is not a category that is eligible for the Malcolm Baldrige National Quality award?

Lean service is based upon the Toyota Production System.

All but one of the following are quality tools for analysis and problem solving.

Data envelopment analysis (DEA) is best used in an environment of low divergence and high complexity.

Data Envelopment Analysis (DEA) is a method for:

The fishbone chart offers a structured approach for a team to identify, explore, and display graphically all of the possible causes of a problem.

Which one the following is not a guiding principle of lean philosophy?

Which one of the following is not a principle of Deming's philosophy?

Data Envelopment Analysis (DEA), when used repeatedly, can facilitate the competitive strategy of cost leadership.

The Service Economy

Service Strategy

The Service Encounter

Supporting Facility and Process Flows

Service Quality

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Managing Waiting Lines

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters

Exam 7: Process Improvement

DEA circumvents the need to develop standard costs for each service when comparing the efficiency of multiple service units that provide similar services.

Pareto chart is an arrangement of data where the causes of a problem are arranged in ascending frequency of occurrence in order to highlight the most likely cause.

The objective of Six Sigma is to eliminate variation in process performance.

The objective of lean service is a purposeful flow of satisfied customers. Multiple Choice

Planning, control, and ___________ are the three-component cycle required for ISO 9000 implementation.

What are the two dimensions in the DEA strategic matrix?

Process capability index measures the variability in a process.

The Deming wheel is a repetitive cycle where quality improvements result from continuous incremental turns of the wheel.

Continuous improvement is a valuable concept, but it lacks measurement techniques.

Which of the following statements is not part of Deming's 14-point philosophy?

Which pair of parameters describes the "candidates for divestiture" quadrant in the DEA strategic matrix?

Which among the following is not a category that is eligible for the Malcolm Baldrige National Quality award?

Lean service is based upon the Toyota Production System.

All but one of the following are quality tools for analysis and problem solving.

Data envelopment analysis (DEA) is best used in an environment of low divergence and high complexity.

Data Envelopment Analysis (DEA) is a method for:

The fishbone chart offers a structured approach for a team to identify, explore, and display graphically all of the possible causes of a problem.

Which one the following is not a guiding principle of lean philosophy?

Which one of the following is not a principle of Deming's philosophy?

Data Envelopment Analysis (DEA), when used repeatedly, can facilitate the competitive strategy of cost leadership.

The Service Economy

Service Strategy

The Service Encounter

Supporting Facility and Process Flows

Service Quality

Service Facility Location

Service Supply Relationships

Globalization of Services

Managing Capacity and Demand

Managing Waiting Lines

Capacity Planning and Queuing Models

Forecasting Demand for Services

Managing Service Inventory

Managing Service Projects

Filters