Continuous Improvement Exam
Questions
Course Introduction
Continuous Improvement is a course designed to introduce students to the principles, methodologies, and tools used to foster ongoing improvements within organizations. Emphasizing concepts such as Lean, Six Sigma, Kaizen, and Total Quality Management, the course explores systematic approaches to identifying inefficiencies, reducing waste, and optimizing processes. Students will engage in case studies, practical exercises, and project work to develop problem-solving and analytical skills, learn to implement effective change, and measure the impact of improvement initiatives. By the end of the course, participants will understand how continuous improvement creates a culture of excellence and drives sustainable organizational success.
Recommended Textbook
Managing for Quality and Performance Excellence 10th Edition by James R. Evans
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Chapter 1: Introduction to Quality
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Sample Questions
Q1) The _____ perspective defines quality as the totality of features and characteristics of a product or service that bears on its ability to satisfy given needs.
A)value
B)transcendent
C)manufacturing
D)customer
Answer: D
Q2) The _____ function helps an organization in achieving quality by exposing the costs of poor quality and opportunities for reducing it.
A)marketing and sales
B)manufacturing and assembly
C)legal services
D)finance and accounting
Answer: D
Q3) High quality of products is an important source of competitive advantage for organizations.
A)True
B)False
Answer: True
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Page 3
Chapter 2: Foundations of Quality Management
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Sample Questions
Q1) The ISO 9001 requirement for audits forces an organization to review its quality system on a routine basis.
A)True
B)False
Answer: True
Q2) The essence of Crosby's quality philosophy is embodied in what he calls the:
A)absolutes of quality management.
B)the breakthrough sequence.
C)quality trilogy.
D)Deming chain reaction theory.
Answer: A
Q3) Japanese scientists and Engineers established the Deming application prize in 1951 to recognize companies that show a high level of achievement in:
A)variation of production processes.
B)human resource policies.
C)developing innovative products.
D)quality practices.
Answer: D
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Chapter 3: Customer Focus
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Sample Questions
Q1) Which of the following is most likely to be true of a customer-focused organization?
A)They make it easy for the customers to conduct business.
B)They do not encourage customer complaints as it will affect their brand image.
C)They are less keen on engaging in a face-to-face conversation with the customers.
D)They do not provide explicit guarantees and warranties to the customers.
Answer: A
Q2) Which of the following is true of customers who are regarded as "promoters" based on the net promoter score associated with these customers?
A)They spread negative comments about the organization.
B)They usually defect at higher rates.
C)They are not likely to purchase from the organization again.
D)They are less price-sensitive and more profitable.
Answer: D
Q3) The needs and expectations of external customers are different from those of consumers.
A)True
B)False
Answer: True
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Chapter 4: Workforce Focus
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Sample Questions
Q1) Nathan,a sales manager at a consumer electronics company,motivated his sales executives by providing them regular inputs on their performance and also on what is expected of them from the company.The team had also developed a system through which the sales persons could analyze their performance based on customers' comments.According to the Hackman and Oldham work design model,which of the following core job characteristics is motivating the employees to perform better in the above scenario?
A)Autonomy
B)Task identity
C)Task significance
D)Feedback from the job
Q2) Which of the following stages of a team's life cycle takes place when team members disagree on team roles and challenge the way that the team will function?
A)Storming
B)Norming
C)Performing
D)Adjourning
Q3) Why is it important to assess workforce engagement and satisfaction? How do organizations measure workforce effectiveness?
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Page 6
Chapter 5: Process Focus
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Sample Questions
Q1) A _____is a temporary work structure that starts up,produces products or services,and then shuts down.
A)kaizen program
B)poka-yoke program
C)project
D)quality circle
Q2) Projects generally cut across organizational boundaries but do not require the coordination of many different departments and functions.
A)True
B)False
Q3) 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.
A)mapping
B)improvement
C)design
D)control
Q4) How does K&N deal with a formal new process or a process change?
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Chapter 6: Statistical Methods in Quality Management
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Sample Questions
Q1) Using _____,it was observed that bath temperature,wave height,and omega had a significant effect on the soldering defects.?
A)hypothesis testing?
B)cluster sampling?
C)descriptive statistics?
D)analysis of variance
Q2) The median specifies the middle value when the data are arranged from smallest to largest.
A)True
B)False
Q3) Which of the following is not part of the major goal of typical applications of a statistics plan? ?
A)Assess manufacturing capability and stability.
B)Monitor the process-often using control charts- to signal significant changes, to identify and remove special causes of variation, and to provide the path to permanent improvement.?
C)Evaluate and remove measurement bias and quantify and reduce measurement variability through gauge repeatability and reproducibility studies.
D)Help develop optimum servicing.
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Page 8
Chapter 7: Design for Quality and Product Excellence
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Sample Questions
Q1) One of the most significant barriers to efficient product development is the adaption of concurrent engineering within an organization.
A)True
B)False
Q2) In series systems failure of an individual component is less critical than in parallel systems.
A)True
B)False
Q3) Which of the following products marked Shure's entry into the manufacturing in 1932? ?
A)Digital signal processors
B)Microphones
C)Mixers
D)Hands-free cell phones
Q4) Accelerated life testing involves overstressing components to reduce the time to failure and find weaknesses.
A)True
B)False
Q5) List the six basic steps involved in building the house of quality.
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Chapter 8: Measuring and Controlling Quality
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Sample Questions
Q1) The control chart most appropriate for plotting the daily percentage of students that wait longer than 5 minutes in line at the undergraduate admissions office is a(n):
A)p-chart.
B)np-chart.
C)x-chart.
Q2) What did the statistical consultants recommend to the managers of the pharmaceutical company,after the maintenance technician explained the reason for the increased length of the syringes? Was it implemented? What was the final result?
Q3) Operators at the final stage of the syringe assembly process chose 35 consecutive observations for a capability study and arrived at an estimated minimum process capability index of:
A)1.01.
B)0.97.
C)1.03.
D)0.99.
Q4) A c-chart is based on the binomial distribution.
A)True
B)False
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Chapter 9: Process Improvement and Six Sigma
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Sample Questions
Q1) In which of the following stages of the FADE approach is the solution implemented and a monitoring plan is established?
A)Analyze
B)Develop
C)Focus
D)Execute
Q2) In a bottom-up approach to Six Sigma projects,_____ choose the projects that are well-suited to the capabilities of teams.
A)champions
B)team members
C)green belts
D)black belts
Q3) List the steps followed in the creative problem-solving strategy pioneered by Alex Osborn.
Q4) The "plan" stage in the PDSA cycle involves determining whether the trial plan is working correctly by evaluating the current situation and the process.
A)True
B)False
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Chapter 10: The Baldrige Framework for Performance Excellence
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Sample Questions
Q1) The Malcolm Baldrige Criteria for Performance Excellence consist of how many categories?
A)4
B)7
C)5
D)9
Q2) In 2001,the China Association for Quality (CAQ)introduced the _____.
A)National Quality Award
B)Mayor's Cup Quality Award
C)Foundation in Business Excellence Award
D)Six Sigma Excellent Organization Award
Q3) Six Sigma is based on understanding and improving processes on a _____ basis.
A)product-by-product
B)department-by-department
C)day-by-day
D)project-by-project
Q4) Identify and discuss the key aspects of strategic planning addressed by the Baldrige category of strategic planning.
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Q5) What are the factors that led to Branch-Smith Printing Division (BSPD)developing the Innovating Excellence model?
Chapter 11: Strategy and Performance Excellence
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Sample Questions
Q1) Effective implementation of a strategy is achieved through action plans.This is called
A)deployment
B)installation
C)proactive implementation
D)strategic implementation
Q2) Which of the following is a management and planning tool for organizing a large number of ideas,opinions,and facts relating to a broad problem or subject area?
A)Affinity diagram
B)Interrelationship diagraph
C)Matrix diagram
D)Process decision program chart
Q3) With _____,top management is responsible for developing and communicating a vision,and then building organization-wide commitment to its achievement.
A)policy deployment
B)value development
C)mission development
D)quality deployment
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13
Chapter 12: Measurement and Knowledge Management for Performance Excellence
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Sample Questions
Q1) The purpose of the balanced scorecard is "to translate strategy into measures that uniquely communicate your vision to the organization."
A)True
B)False
Q2) Pal's Sudden Service uses an automated data collection,integration,and analysis system called _____ to generate store-level and companywide reports on sales.
A)SysDiner
B)Knowledge Network
C)Quincunx
D)eTracker
Q3) _____ refers to an examination of facts and data to provide a basis for effective decisions.
A)Analysis
B)Data warehousing
C)Interlinking
D)Clustering
Q4) What is knowledge sharing at ConocoPhillips based on?
Q5) ?
Page 14
Describe knowledge sharing at ConocoPhillips.
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Chapter 13: Leadership for Performance Excellence
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Sample Questions
Q1) Describe the Good Samaritan Leadership System (GSLS),a systematic leadership process established by Good Samaritan.
Q2) As managers work with different individuals in different stages of careers and maturity,it is their responsibility to adapt the leadership style to the individual and the situation.
A)True
B)False
Q3) Discuss the result of the steps taken up by the Advocate Good Samaritan Hospital to move the organization from "good to great."
Q4) In the context of the Weber's classification of the way leaders exercise authority,which of the following leadership styles is based on an individual's ability to inspire others and usually is tied to that person's personal characteristics?
A)Charismatic leadership
B)Absorptive leadership
C)Rational-legal leadership
D)Traditional leadership
Q5) What were the first steps taken up by the Good Samaritan to take the organization from good to great?
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Chapter 14: Building and Sustaining Quality and Performance Excellence
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Sample Questions
Q1) Corning achieved a milestone in 1995 when its telecommunications products division received what award?
A)Deming
B)Six Sigma
C)Malcolm Baldrige National Quality
D)National Housing Quality
Q2) Which of the following concepts and assumptions are included in GE's virtuous teaching cycle?
A)Leadership at all levels
B)Passive aggressive behavior
C)Rigid top-down process
D)Boundary laden, turf-oriented organization
Q3) With respect to the six stages of a quality life cycle,in which of the following stages is an existing quality initiative refocused and given new resources?
A)Decline
B)Stagnation
C)Energizing
D)Adoption
Q4) Name the two companies that merged to form Veridian Homes.
Page 16
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