Question 1

Which of the following can be regarded as a task error in a service process?

Accepted Answer

A) Lack of courteous behavior 
B) Failure to acknowledge a customer 
C) Unclean facilities 
D) Working on the wrong order 
A) Lack of courteous behavior 
B) Failure to acknowledge a customer 
C) Unclean facilities 
D) Working on the wrong order

Question 2

How is the kaizen philosophy implemented at the Lexus plant in Cambridge,Ontario?

Accepted Answer

Teamwork at Cambridge starts with teachi

Question 3

A _____ is a temporary work structure that starts up,produces products or services,and then shuts down.

Accepted Answer

A) kaizen program 
B) poka-yoke program 
C) project 
D) quality circle 
A) kaizen program 
B) poka-yoke program 
C) project 
D) quality circle

Question 4

When a service ranks low on the dimensions of customer contact,labor intensity,and customization,the service providers need to emphasize on _____ to provide a high quality service to the customers.

Accepted Answer

A) training provided to the employees 
B) employee behavior 
C) professional judgement of the employees 
D) physical facilities and procedures 
A) training provided to the employees 
B) employee behavior 
C) professional judgement of the employees 
D) physical facilities and procedures

Question 5

The design activity of process management focuses on:

Accepted Answer

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. 
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.

Question 6

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

Question 7

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

Accepted Answer

Agility is a term that is commonly used

Question 8

Value-creation processes differ from support processes in that value-creation processes:

Accepted Answer

A) provide the infrastructure for production or deliver processes to create or deliver the actual product. 
B) rarely align with the organization's core competencies and strategic objectives. 
C) generally do not add value directly to the product or service. 
D) are driven by external customer needs. 
A) provide the infrastructure for production or deliver processes to create or deliver the actual product. 
B) rarely align with the organization's core competencies and strategic objectives. 
C) generally do not add value directly to the product or service. 
D) are driven by external customer needs.

Question 9

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

Question 10

Support processes generally require a higher level of attention than do value-creation processes.

Accepted Answer

A) True 
 B)False

Question 11

What is the last step in K&N's process management framework?

Accepted Answer

A) Measuring and auditing to specifications 
B) Evaluation and improvement 
C) Mapping and documenting the process 
D) Replicating the process to all applicable areas 
A) Measuring and auditing to specifications 
B) Evaluation and improvement 
C) Mapping and documenting the process 
D) Replicating the process to all applicable areas

Question 12

Process control is the responsibility of those who directly accomplish the work.

Accepted Answer

A) True 
 B)False

Question 13

For a manufacturing company,which of the following is an example of a support process?

Accepted Answer

A) Product designing 
B) Legal services 
C) Testing of products 
D) Product manufacturing 
A) Product designing 
B) Legal services 
C) Testing of products 
D) Product manufacturing

Question 14

Support processes generally add value directly to a product or service.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is considered during the design/redesign process in K&N's comprehensive system for process management framework?

Accepted Answer

A) Cycle time 
B) Operating procedures 
C) Measuring to specifications 
D) Auditing to specifications 
A) Cycle time 
B) Operating procedures 
C) Measuring to specifications 
D) Auditing to specifications

Question 16

Define process management and list the major activities involved in process management.

Accepted Answer

Process management involves planning and

Question 17

The management team at Kyra Electronics,is looking for ways to achieve higher levels of performance.It is trying to obtain higher yields and reduce cycle times.In the context of the three major activities involved in process management,the management team at Kyra,is engaged in the _____ activity of process management.

Accepted Answer

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

Question 18

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 19

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

Accepted Answer

A) True 
 B)False

Question 20

How does K&N deal with a formal new process or a process change?

Accepted Answer

If a new process or a process change is

Which of the following can be regarded as a task error in a service process?

How is the kaizen philosophy implemented at the Lexus plant in Cambridge,Ontario?

A _____ is a temporary work structure that starts up,produces products or services,and then shuts down.

When a service ranks low on the dimensions of customer contact,labor intensity,and customization,the service providers need to emphasize on _____ to provide a high quality service to the customers.

The design activity of process management focuses on:

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

Value-creation processes differ from support processes in that value-creation processes:

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?

Support processes generally require a higher level of attention than do value-creation processes.

What is the last step in K&N's process management framework?

Process control is the responsibility of those who directly accomplish the work.

For a manufacturing company,which of the following is an example of a support process?

Support processes generally add value directly to a product or service.

Which of the following is considered during the design/redesign process in K&N's comprehensive system for process management framework?

Define process management and list the major activities involved in process management.

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

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

How does K&N deal with a formal new process or a process change?

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 can be regarded as a task error in a service process?

How is the kaizen philosophy implemented at the Lexus plant in Cambridge,Ontario?

A _____ is a temporary work structure that starts up,produces products or services,and then shuts down.

When a service ranks low on the dimensions of customer contact,labor intensity,and customization,the service providers need to emphasize on _____ to provide a high quality service to the customers.

The design activity of process management focuses on:

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

Value-creation processes differ from support processes in that value-creation processes:

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?

Support processes generally require a higher level of attention than do value-creation processes.

What is the last step in K&N's process management framework?

Process control is the responsibility of those who directly accomplish the work.

For a manufacturing company,which of the following is an example of a support process?

Support processes generally add value directly to a product or service.

Which of the following is considered during the design/redesign process in K&N's comprehensive system for process management framework?

Define process management and list the major activities involved in process management.

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

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

How does K&N deal with a formal new process or a process change?

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