Question 1

Which of the following is NOT one of the three basic components of a service?

Accepted Answer

A) Physical facilities, processes, and procedures 
B) Customers' involvement 
C) Employees behavior 
D) Employees' professional judgment 
A) Physical facilities, processes, and procedures 
B) Customers' involvement 
C) Employees behavior 
D) Employees' professional judgment

Question 2

You are the continuous improvement expert in your company.A meeting is scheduled with all the front line production supervisors.The supervisors have no training in continuous improvement.Your job in this meeting is to explain the concept of 'kaizen' to the supervisors.Explain kaizen to this audience.

Accepted Answer

Response should highlight kaizen as a bu

Question 3

A successful kaizen program within a company requires all of the following EXCEPT:

Accepted Answer

A) total employee involvement. 
B) significant training. 
C) substantial financial investment. 
D) operating practices. 
A) total employee involvement. 
B) significant training. 
C) substantial financial investment. 
D) operating practices.

Question 4

Explain how the Baldrige Criteria,ISO 9000: 2000,and Six Sigma approach process management.

Accepted Answer

Category 6 of the 2008 Malcolm Baldrige

Question 5

Which of the following are the quality characteristics in services that are easily measurable as opposed to observable?

Accepted Answer

A) Competency 
B) Wrong delivery 
C) Promptness 
D) Nonconformance 
A) Competency 
B) Wrong delivery 
C) Promptness 
D) Nonconformance

Question 6

Support processes generally do not directly add value to products and services.

Accepted Answer

A) True 
 B)False

Question 7

Any process control system has all of the following EXCEPT:

Accepted Answer

A) a backup process. 
B) comparison of actual results with the standard. 
C) a means of measuring accomplishment. 
D) a standard or goal. 
A) a backup process. 
B) comparison of actual results with the standard. 
C) a means of measuring accomplishment. 
D) a standard or goal.

Question 8

Simplifying a product's design frequently reduces product cost,but rarely improves quality.

Accepted Answer

A) True 
 B)False

Question 9

A well-run manufacturing operation can usually compensate for a poor product design.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following is NOT a feature of Kaizen blitz teams?

Accepted Answer

A) It is comprised of employees from all areas involved in the process. 
B) Compared to other approaches, this is long-term approach. 
C) The team can implement changes on the spot. 
D) Improvement is immediate and satisfying for all those involved in the process. 
A) It is comprised of employees from all areas involved in the process. 
B) Compared to other approaches, this is long-term approach. 
C) The team can implement changes on the spot. 
D) Improvement is immediate and satisfying for all those involved in the process.

Question 11

Identify and discuss the key aspects of process management addressed by the Baldrige category of process management.

Accepted Answer

As described in the text,Category 6 of t

Question 12

Which of the following is NOT TRUE of process owners?

Accepted Answer

A) They are accountable for process performance. 
B) They have the authority to manage and improve their process. 
C) They may range from high-level executives to workers in the shop floor. 
D) They assign sub-owners to manage the process and optimize its effectiveness. 
A) They are accountable for process performance. 
B) They have the authority to manage and improve their process. 
C) They may range from high-level executives to workers in the shop floor. 
D) They assign sub-owners to manage the process and optimize its effectiveness.

Question 13

These are points in a food's production--from its raw state through processing and shipping to consumption by the consumer--at which the potential hazard can be controlled or eliminated.

Accepted Answer

A) Critical control points 
B) Hazard points 
C) Nodal control points 
D) Functional control point 
A) Critical control points 
B) Hazard points 
C) Nodal control points 
D) Functional control point

Question 14

Removing the causes of abnormalities and maintaining consistent performance is the essence of _____.

Accepted Answer

A) control 
B) quality assurance 
C) feedback 
D) process design 
A) control 
B) quality assurance 
C) feedback 
D) process design

Question 15

The four stages (PDSA)of the Deming cycle are:

Accepted Answer

A) plan, do, study, and act. 
B) product, delivery, systems, and accounts. 
C) plan, discuss, structure, and assess. 
D) prepare, deliver, simplify, and act. 
A) plan, do, study, and act. 
B) product, delivery, systems, and accounts. 
C) plan, discuss, structure, and assess. 
D) prepare, deliver, simplify, and act.

Question 16

In services,_____ take(s)the place of the dimensions and tolerances applicable in manufacturing.

Accepted Answer

A) customer behavior 
B) service level agreements 
C) flow charts 
D) quality standards 
A) customer behavior 
B) service level agreements 
C) flow charts 
D) quality standards

Question 17

Process management activities are:

Accepted Answer

A) included in the Baldrige criteria but not the ISO 9000:2000 standards. 
B) included in the Baldrige and the ISO 9000:2000 standards. 
C) not included in the Baldrige criteria but are included in the ISO 9000:2000 standards. 
D) neither included in the Baldrige criteria nor the ISO 9000:2000 standards. 
A) included in the Baldrige criteria but not the ISO 9000:2000 standards. 
B) included in the Baldrige and the ISO 9000:2000 standards. 
C) not included in the Baldrige criteria but are included in the ISO 9000:2000 standards. 
D) neither included in the Baldrige criteria nor the ISO 9000:2000 standards.

Question 18

The act of taking apart a competitor's product and analyzing it is referred to as process benchmarking.

Accepted Answer

A) True 
 B)False

Question 19

Process management is defined as the controlling and improving of processes after they have been designed.

Accepted Answer

A) True 
 B)False

Question 20

In a total-quality manufacturing environment,the burden of inspecting the quality of purchased material rests with the:

Accepted Answer

A) transporter of the material. 
B) supplier of the material. 
C) user of the material. 
D) purchaser of the material. 
A) transporter of the material. 
B) supplier of the material. 
C) user of the material. 
D) purchaser of the material.

Which of the following is NOT one of the three basic components of a service?

A successful kaizen program within a company requires all of the following EXCEPT:

Explain how the Baldrige Criteria,ISO 9000: 2000,and Six Sigma approach process management.

Which of the following are the quality characteristics in services that are easily measurable as opposed to observable?

Support processes generally do not directly add value to products and services.

Any process control system has all of the following EXCEPT:

Simplifying a product's design frequently reduces product cost,but rarely improves quality.

A well-run manufacturing operation can usually compensate for a poor product design.

Which of the following is NOT a feature of Kaizen blitz teams?

Identify and discuss the key aspects of process management addressed by the Baldrige category of process management.

Which of the following is NOT TRUE of process owners?

These are points in a food's production--from its raw state through processing and shipping to consumption by the consumer--at which the potential hazard can be controlled or eliminated.

Removing the causes of abnormalities and maintaining consistent performance is the essence of _____.

The four stages (PDSA)of the Deming cycle are:

In services,_____ take(s)the place of the dimensions and tolerances applicable in manufacturing.

Process management activities are:

The act of taking apart a competitor's product and analyzing it is referred to as process benchmarking.

Process management is defined as the controlling and improving of processes after they have been designed.

In a total-quality manufacturing environment,the burden of inspecting the quality of purchased material rests with the:

Introduction

Total Quality In Organizations

Philosophies And Frameworks

Strategic Focus For Performance Excellence

Focusing On Customers

High Performance Workforce Management

Performance Measurement And Information Management

Leading, building, and Sustaining Performance Excellence

Statistical Thinking And Applications

Six Sigma And Process Improvement

Design For Quality And Product Excellence

Statistical Process Control

Filters

Exam 7: Process Management

Which of the following is NOT one of the three basic components of a service?

A successful kaizen program within a company requires all of the following EXCEPT:

Explain how the Baldrige Criteria,ISO 9000: 2000,and Six Sigma approach process management.

Which of the following are the quality characteristics in services that are easily measurable as opposed to observable?

Support processes generally do not directly add value to products and services.

Any process control system has all of the following EXCEPT:

Simplifying a product's design frequently reduces product cost,but rarely improves quality.

A well-run manufacturing operation can usually compensate for a poor product design.

Which of the following is NOT a feature of Kaizen blitz teams?

Identify and discuss the key aspects of process management addressed by the Baldrige category of process management.

Which of the following is NOT TRUE of process owners?

These are points in a food's production--from its raw state through processing and shipping to consumption by the consumer--at which the potential hazard can be controlled or eliminated.

Removing the causes of abnormalities and maintaining consistent performance is the essence of _____.

The four stages (PDSA)of the Deming cycle are:

In services,_____ take(s)the place of the dimensions and tolerances applicable in manufacturing.

Process management activities are:

The act of taking apart a competitor's product and analyzing it is referred to as process benchmarking.

Process management is defined as the controlling and improving of processes after they have been designed.

In a total-quality manufacturing environment,the burden of inspecting the quality of purchased material rests with the:

Introduction

Total Quality In Organizations

Philosophies And Frameworks

Strategic Focus For Performance Excellence

Focusing On Customers

High Performance Workforce Management

Performance Measurement And Information Management

Leading, building, and Sustaining Performance Excellence

Statistical Thinking And Applications

Six Sigma And Process Improvement

Design For Quality And Product Excellence

Statistical Process Control

Filters