Question 1

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. B

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

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

Accepted Answer

A) True 
 B)False  True

Question 4

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 5

Benchmarking measures a firm's quality performance by comparing it to the performance of other companies that are known for being "best in class."

Accepted Answer

A) True 
 B)False

Question 6

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

Accepted Answer

A) True 
 B)False

Question 7

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 8

ISO 9002 does not apply to organizations that perform design and service activities.

Accepted Answer

A) True 
 B)False

Question 9

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 10

Lean service is based upon the Toyota Production System.

Accepted Answer

A) True 
 B)False

Question 11

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 12

Process capability index measures the variability in a process.

Accepted Answer

A) True 
 B)False

Question 13

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 14

Planning, control, and ________ are the three-component cycles required for ISO 9001 implementation.

Accepted Answer

A)  reporting 
B)  documentation 
C)  testing 
D)  budgeting 
A)  reporting 
B)  documentation 
C)  testing 
D)  budgeting

Question 15

Because customers participate directly in the service process, the success of technological innovation is dependent upon ________.

Accepted Answer

A)  the user-friendliness of the innovation 
B)  the ability of customers to pay for the service 
C)  customer acceptance 
D)  market research 
A)  the user-friendliness of the innovation 
B)  the ability of customers to pay for the service 
C)  customer acceptance 
D)  market research

Question 16

Which of the following is not an element of a Quality Improvement Program?

Accepted Answer

A)  Emphasizing subjective data over difficult-to-analyze objective data. 
B)  Maintaining SOPs for routine and crisis situations. 
C)  Assuming employees are self-motivated and innovative. 
D)  Focusing on customer satisfaction. 
A)  Emphasizing subjective data over difficult-to-analyze objective data. 
B)  Maintaining SOPs for routine and crisis situations. 
C)  Assuming employees are self-motivated and innovative. 
D)  Focusing on customer satisfaction.

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 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 19

The Malcolm Baldrige Quality Award measures the quality of products manufactured or services delivered.

Accepted Answer

A) True 
 B)False

Question 20

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

Accepted Answer

A) True 
 B)False

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

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.

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

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

Benchmarking measures a firm's quality performance by comparing it to the performance of other companies that are known for being "best in class."

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

What are the two dimensions in the DEA strategic matrix?

ISO 9002 does not apply to organizations that perform design and service activities.

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

Lean service is based upon the Toyota Production System.

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

Process capability index measures the variability in a process.

Data Envelopment Analysis (DEA) is a method for ________.

Planning, control, and ________ are the three-component cycles required for ISO 9001 implementation.

Because customers participate directly in the service process, the success of technological innovation is dependent upon ________.

Which of the following is not an element of a Quality Improvement Program?

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

The Malcolm Baldrige Quality Award measures the quality of products manufactured or services delivered.

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

The Service Economy

Service Strategy

New Service Development

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

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

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.

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

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

Benchmarking measures a firm's quality performance by comparing it to the performance of other companies that are known for being "best in class."

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

What are the two dimensions in the DEA strategic matrix?

ISO 9002 does not apply to organizations that perform design and service activities.

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

Lean service is based upon the Toyota Production System.

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

Process capability index measures the variability in a process.

Data Envelopment Analysis (DEA) is a method for ________.

Planning, control, and ________ are the three-component cycles required for ISO 9001 implementation.

Because customers participate directly in the service process, the success of technological innovation is dependent upon ________.

Which of the following is not an element of a Quality Improvement Program?

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

The Malcolm Baldrige Quality Award measures the quality of products manufactured or services delivered.

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

The Service Economy

Service Strategy

New Service Development

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