Question 1

With reference to the language of process maps, a ________ is used whenever materials, forms, or tools enter or leave the process.

Accepted Answer

A)  circle 
B)  triangle 
C)  diamond 
D)  rectangle 
E)  parallelogram 
A)  circle 
B)  triangle 
C)  diamond 
D)  rectangle 
E)  parallelogram E

Question 2

A prioritization grid is used to make decisions based on a single criterion.

Accepted Answer

A) True 
 B)False  False

Question 3

The RC and More Superstore decides to track customer complaints as part of their ongoing customer satisfaction improvement program. After collecting data for two months, their check sheet appears as follows:  
If they construct a Pareto chart, what is the cumulative percentage of the two leftmost bars?

Accepted Answer

A)  20% 
B)  28% 
C)  54% 
D)  68% 
E)  80% 
A)  20% 
B)  28% 
C)  54% 
D)  68% 
E)  80% D

Question 4

The first step in process mapping is to settle on a standard set of process mapping symbols to be used.

Accepted Answer

A) True 
 B)False

Question 5

________ are graphs that present multiple metrics simultaneously in a two-dimensional plane.

Accepted Answer

A)  Interrelationship digraphs 
B)  Spider charts 
C)  Tree diagrams 
D)  Activity network diagrams 
E)  Process decision program charts 
A)  Interrelationship digraphs 
B)  Spider charts 
C)  Tree diagrams 
D)  Activity network diagrams 
E)  Process decision program charts

Question 6

Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and has ranked the Price criteria as shown in the table below:  
What is the final price ranking for alternative B?

Accepted Answer

A)  first 
B)  second 
C)  third 
D)  fourth 
E)  cannot be determined from the information given 
A)  first 
B)  second 
C)  third 
D)  fourth 
E)  cannot be determined from the information given

Question 7

The cause-and-effect diagram is used to move to lower levels of abstraction in solving problems.

Accepted Answer

A) True 
 B)False

Question 8

What is the first step in process mapping?

Accepted Answer

A)  developing a map of the process 
B)  settling on a standard set of process mapping symbols to be used 
C)  reviewing a draft copy of the process map with the employees 
D)  observing the work being performed by shadowing the workers performing the work 
E)  clearly communicating the purpose of the process map to all the individuals involved in the exercise 
A)  developing a map of the process 
B)  settling on a standard set of process mapping symbols to be used 
C)  reviewing a draft copy of the process map with the employees 
D)  observing the work being performed by shadowing the workers performing the work 
E)  clearly communicating the purpose of the process map to all the individuals involved in the exercise

Question 9

Histograms are simply graphical representations of data in a pie chart format.

Accepted Answer

A) True 
 B)False

Question 10

A ________ determines the parameters for process improvement.

Accepted Answer

A)  process map 
B)  check sheet 
C)  control chart 
D)  cause-and-effect diagram 
E)  histogram 
A)  process map 
B)  check sheet 
C)  control chart 
D)  cause-and-effect diagram 
E)  histogram

Question 11

The activity network diagram is also known as a PERT diagram or critical-path diagram and is used in controlling projects.

Accepted Answer

A) True 
 B)False

Question 12

Define a tree diagram and describe the steps used to complete a tree diagram.

Accepted Answer

A tree diagram is useful to identify the

Question 13

The cause-and-effect diagram is also called a(n) ________.

Accepted Answer

A)  fishbone diagram 
B)  tree diagram 
C)  affinity diagram 
D)  matrix diagram 
E)  scatter diagram 
A)  fishbone diagram 
B)  tree diagram 
C)  affinity diagram 
D)  matrix diagram 
E)  scatter diagram

Question 14

What is a prioritization grid?

Accepted Answer

A prioritization grid is used to make de

Question 15

The usefulness of the balanced scorecard comes from integrating financial measures of business success along with nonfinancial, operational information about the business.

Accepted Answer

A) True 
 B)False

Question 16

State the importance of balanced scorecards in measuring performance.

Accepted Answer

Balanced scorecards are usually spreadsh

Question 17

Which of the following is one of the new seven tools for management?

Accepted Answer

A)  process map 
B)  cause-and-effect diagram 
C)  histogram 
D)  check sheet 
E)  affinity diagram 
A)  process map 
B)  cause-and-effect diagram 
C)  histogram 
D)  check sheet 
E)  affinity diagram

Question 18

In a process map, a parallelogram appears whenever materials, forms, or tools enter or leave the process.

Accepted Answer

A) True 
 B)False

Question 19

The matrix diagram is similar in concept to quality function deployment in its use of symbols, its layout, and its application.

Accepted Answer

A) True 
 B)False

Question 20

________ are usually spreadsheets that are communicated to management on a regular basis-weekly, monthly, quarterly, and annually.

Accepted Answer

A)  Matrix diagrams 
B)  Affinity diagrams 
C)  Process decision program charts 
D)  Balanced scorecards 
E)  Spider charts 
A)  Matrix diagrams 
B)  Affinity diagrams 
C)  Process decision program charts 
D)  Balanced scorecards 
E)  Spider charts

With reference to the language of process maps, a ________ is used whenever materials, forms, or tools enter or leave the process.

A prioritization grid is used to make decisions based on a single criterion.

The first step in process mapping is to settle on a standard set of process mapping symbols to be used.

________ are graphs that present multiple metrics simultaneously in a two-dimensional plane.

Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and has ranked the Price criteria as shown in the table below: What is the final price ranking for alternative B?

The cause-and-effect diagram is used to move to lower levels of abstraction in solving problems.

What is the first step in process mapping?

Histograms are simply graphical representations of data in a pie chart format.

A ________ determines the parameters for process improvement.

The activity network diagram is also known as a PERT diagram or critical-path diagram and is used in controlling projects.

Define a tree diagram and describe the steps used to complete a tree diagram.

The cause-and-effect diagram is also called a(n) ________.

What is a prioritization grid?

The usefulness of the balanced scorecard comes from integrating financial measures of business success along with nonfinancial, operational information about the business.

State the importance of balanced scorecards in measuring performance.

Which of the following is one of the new seven tools for management?

In a process map, a parallelogram appears whenever materials, forms, or tools enter or leave the process.

The matrix diagram is similar in concept to quality function deployment in its use of symbols, its layout, and its application.

________ are usually spreadsheets that are communicated to management on a regular basis-weekly, monthly, quarterly, and annually.

Differing Perspectives on Quality

Quality Theory

Global Supply Chain Quality and International Quality Standards

Strategic Quality Planning

The Voice of the Customer

The Voice of the Market

Quality and Innovation in Product and Process Design

Designing Quality Services

Managing Supplier Quality in the Supply Chain

Statistically Based Quality Improvement for Variables

Statistically Based Quality Improvement for Attributes

Six Sigma Management and Lean Tools

Managing Quality Improvement Teams and Projects

Implementing and Validating the Quality System

Filters

Exam 10: The Tools of Quality

With reference to the language of process maps, a ________ is used whenever materials, forms, or tools enter or leave the process.

A prioritization grid is used to make decisions based on a single criterion.

The first step in process mapping is to settle on a standard set of process mapping symbols to be used.

________ are graphs that present multiple metrics simultaneously in a two-dimensional plane.

Cletus Inc. plans to overhaul the cafeteria menu and has formed a four-person team to evaluate alternatives. The team identifies four criteria and has ranked the Price criteria as shown in the table below: What is the final price ranking for alternative B?

The cause-and-effect diagram is used to move to lower levels of abstraction in solving problems.

What is the first step in process mapping?

Histograms are simply graphical representations of data in a pie chart format.

A ________ determines the parameters for process improvement.

The activity network diagram is also known as a PERT diagram or critical-path diagram and is used in controlling projects.

Define a tree diagram and describe the steps used to complete a tree diagram.

The cause-and-effect diagram is also called a(n) ________.

What is a prioritization grid?

The usefulness of the balanced scorecard comes from integrating financial measures of business success along with nonfinancial, operational information about the business.

State the importance of balanced scorecards in measuring performance.

Which of the following is one of the new seven tools for management?

In a process map, a parallelogram appears whenever materials, forms, or tools enter or leave the process.

The matrix diagram is similar in concept to quality function deployment in its use of symbols, its layout, and its application.

________ are usually spreadsheets that are communicated to management on a regular basis-weekly, monthly, quarterly, and annually.

Differing Perspectives on Quality

Quality Theory

Global Supply Chain Quality and International Quality Standards

Strategic Quality Planning

The Voice of the Customer

The Voice of the Market

Quality and Innovation in Product and Process Design

Designing Quality Services

Managing Supplier Quality in the Supply Chain

Statistically Based Quality Improvement for Variables

Statistically Based Quality Improvement for Attributes

Six Sigma Management and Lean Tools

Managing Quality Improvement Teams and Projects

Implementing and Validating the Quality System

Filters