Question 1

_____ arise in the contact between the server and the customer.

Accepted Answer

A) Customer errors in preparation 
B) Tangible errors 
C) Treatment errors 
D) Task errors 
A) Customer errors in preparation 
B) Tangible errors 
C) Treatment errors 
D) Task errors

Question 2

Documenting a process involves all of the following EXCEPT:

Accepted Answer

A) defining workforce distribution. 
B) describing how it is performed. 
C) developing a process "map" or flowchart. 
D) writing standard operating procedures and work instructions. 
A) defining workforce distribution. 
B) describing how it is performed. 
C) developing a process "map" or flowchart. 
D) writing standard operating procedures and work instructions.

Question 3

A graphical representation of a process sequence is known as:

Accepted Answer

A) an affinity diagram. 
B) a Pareto chart. 
C) a flowchart. 
D) a control chart. 
A) an affinity diagram. 
B) a Pareto chart. 
C) a flowchart. 
D) a control chart.

Question 4

Customer errors _____ stage of a service include failure to signal service inadequacies,to learn from experience,to adjust expectations,and to execute appropriate post-encounter actions.

Accepted Answer

A) at the delivery 
B) at the resolution 
C) in the preparation 
D) during an encounter 
A) at the delivery 
B) at the resolution 
C) in the preparation 
D) during an encounter

Question 5

Which of the following is NOT a goal in designing a service?

Accepted Answer

A) The goal is to provide a service whose elements are internally consistent. 
B) The service is directed at meeting the needs of a specific target market segment. 
C) Too much or too little emphasis on one component is encouraged as a differentiator in the market. 
D) Services differ in the degree of customer contact and interaction, labor intensity, and customization. 
A) The goal is to provide a service whose elements are internally consistent. 
B) The service is directed at meeting the needs of a specific target market segment. 
C) Too much or too little emphasis on one component is encouraged as a differentiator in the market. 
D) Services differ in the degree of customer contact and interaction, labor intensity, and customization.

Question 6

Automation is the most valuable asset in the kaizen philosophy.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following does NOT represent a service standard?

Accepted Answer

A) Ninety five percent of customers checked in within three minutes of arrival. 
B) Hamburger fat content of 98 percent plus or minus one percent. 
C) Airplane departure plus or minus 15 minutes from scheduled time. 
D) Telephone answered within five seconds of first ring. 
A) Ninety five percent of customers checked in within three minutes of arrival. 
B) Hamburger fat content of 98 percent plus or minus one percent. 
C) Airplane departure plus or minus 15 minutes from scheduled time. 
D) Telephone answered within five seconds of first ring.

Question 8

Define benchmarking.Identify the three major types of benchmarking and discuss their purposes.

Accepted Answer

Benchmarking is defined as "measuring yo

Question 9

Providing personalized,custom-designed products to meet individual preferences at competitive prices is known as:

Accepted Answer

A) concurrent engineering. 
B) strategic benchmarking. 
C) mass customization. 
D) volume flexibility. 
A) concurrent engineering. 
B) strategic benchmarking. 
C) mass customization. 
D) volume flexibility.

Question 10

_____ force an organization to think in a radically different way,and to encourage major improvements as well as incremental ones.

Accepted Answer

A) Kaizen blitzes 
B) Stretch goals 
C) Quality circles 
D) Strategy maps 
A) Kaizen blitzes 
B) Stretch goals 
C) Quality circles 
D) Strategy maps

Question 11

Which of the following is TRUE of support processes?

Accepted Answer

A) Support processes are those that are most important to an organization's value- creation processes. 
B) They provide infrastructure and add value directly to the product or service. 
C) Support processes do not include administrative services. 
D) Value creation processes require a higher level of attention than do support processes. 
A) Support processes are those that are most important to an organization's value- creation processes. 
B) They provide infrastructure and add value directly to the product or service. 
C) Support processes do not include administrative services. 
D) Value creation processes require a higher level of attention than do support processes.

Question 12

_______ are accountable for process performance.

Accepted Answer

A) Process managers 
B) Process owners 
C) Process workers 
D) Process black belts 
A) Process managers 
B) Process owners 
C) Process workers 
D) Process black belts

Question 13

A _____ is an intense and rapid improvement process in which a team or a department throws all its resources into an improvement project over a short time period,as opposed to traditional applications,which are performed on a part-time basis.

Accepted Answer

A) continuous improvement team 
B) quality circle 
C) kaizen blitz 
D) poka-yoke 
A) continuous improvement team 
B) quality circle 
C) kaizen blitz 
D) poka-yoke

Question 14

Consider the following statements:
Manager A: "Kaizen and innovation are identical"
Manager B: "Kaizen and innovation are different"
Which manager is correct? Defend your choice.

Accepted Answer

There is no right answer.Responses shoul

Question 15

The term _____ refers to approaches that produce exceptional results,are usually innovative in terms of the use of technology or human resources,and are recognized by customers or industry experts.

Accepted Answer

A) value creation 
B) benchmarking 
C) stretch goals 
D) best practices 
A) value creation 
B) benchmarking 
C) stretch goals 
D) best practices

Question 16

Processes must be both measurable and repeatable to be improved.

Accepted Answer

A) True 
 B)False

Question 17

Which of the following is NOT one of the typical types of service errors and related poka-yokes?

Accepted Answer

A) Tangible errors 
B) Customer errors at the resolution 
C) Customer errors during an encounter 
D) Customer errors in application 
A) Tangible errors 
B) Customer errors at the resolution 
C) Customer errors during an encounter 
D) Customer errors in application

Question 18

One component of a control system is the comparison of actual results with a standard or goal.

Accepted Answer

A) True 
 B)False

Question 19

The major obstacle in describing and classifying the behavioral observations is:

Accepted Answer

A) the lack of management involvement in driving customer-facing skills. 
B) identifying instances of behavioral inconsistencies. 
C) developing operational definitions of behavioral characteristics. 
D) the resistance of the frontline workforce to such classifications. 
A) the lack of management involvement in driving customer-facing skills. 
B) identifying instances of behavioral inconsistencies. 
C) developing operational definitions of behavioral characteristics. 
D) the resistance of the frontline workforce to such classifications.

Question 20

Reengineering usually results in additional process steps or activities in order to improve a process.

Accepted Answer

A) True 
 B)False

_____ arise in the contact between the server and the customer.

Documenting a process involves all of the following EXCEPT:

A graphical representation of a process sequence is known as:

Customer errors _____ stage of a service include failure to signal service inadequacies,to learn from experience,to adjust expectations,and to execute appropriate post-encounter actions.

Which of the following is NOT a goal in designing a service?

Automation is the most valuable asset in the kaizen philosophy.

Which of the following does NOT represent a service standard?

Define benchmarking.Identify the three major types of benchmarking and discuss their purposes.

Providing personalized,custom-designed products to meet individual preferences at competitive prices is known as:

_____ force an organization to think in a radically different way,and to encourage major improvements as well as incremental ones.

Which of the following is TRUE of support processes?

_______ are accountable for process performance.

A _____ is an intense and rapid improvement process in which a team or a department throws all its resources into an improvement project over a short time period,as opposed to traditional applications,which are performed on a part-time basis.

Consider the following statements: Manager A: "Kaizen and innovation are identical" Manager B: "Kaizen and innovation are different" Which manager is correct? Defend your choice.

The term _____ refers to approaches that produce exceptional results,are usually innovative in terms of the use of technology or human resources,and are recognized by customers or industry experts.

Processes must be both measurable and repeatable to be improved.

Which of the following is NOT one of the typical types of service errors and related poka-yokes?

One component of a control system is the comparison of actual results with a standard or goal.

The major obstacle in describing and classifying the behavioral observations is:

Reengineering usually results in additional process steps or activities in order to improve a process.

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

_____ arise in the contact between the server and the customer.

Documenting a process involves all of the following EXCEPT:

A graphical representation of a process sequence is known as:

Customer errors _____ stage of a service include failure to signal service inadequacies,to learn from experience,to adjust expectations,and to execute appropriate post-encounter actions.

Which of the following is NOT a goal in designing a service?

Automation is the most valuable asset in the kaizen philosophy.

Which of the following does NOT represent a service standard?

Define benchmarking.Identify the three major types of benchmarking and discuss their purposes.

Providing personalized,custom-designed products to meet individual preferences at competitive prices is known as:

_____ force an organization to think in a radically different way,and to encourage major improvements as well as incremental ones.

Which of the following is TRUE of support processes?

_______ are accountable for process performance.

A _____ is an intense and rapid improvement process in which a team or a department throws all its resources into an improvement project over a short time period,as opposed to traditional applications,which are performed on a part-time basis.

Consider the following statements: Manager A: "Kaizen and innovation are identical" Manager B: "Kaizen and innovation are different" Which manager is correct? Defend your choice.

The term _____ refers to approaches that produce exceptional results,are usually innovative in terms of the use of technology or human resources,and are recognized by customers or industry experts.

Processes must be both measurable and repeatable to be improved.

Which of the following is NOT one of the typical types of service errors and related poka-yokes?

One component of a control system is the comparison of actual results with a standard or goal.

The major obstacle in describing and classifying the behavioral observations is:

Reengineering usually results in additional process steps or activities in order to improve a process.

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