Process Improvement Review
Questions
Course Introduction
Process Improvement is a course designed to equip students with the principles and tools necessary to analyze, evaluate, and enhance business processes across various industries. The course covers key methodologies such as Lean, Six Sigma, and Total Quality Management, emphasizing the identification of inefficiencies and the implementation of systematic changes for increased efficiency, quality, and productivity. Through case studies, simulations, and hands-on projects, students learn to map processes, collect and interpret data, and develop actionable improvement plans, preparing them to drive operational excellence in real-world organizational settings.
Recommended Textbook Quality and Performance Excellence 7th Edition by James R. Evans
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11 Chapters
877 Verified Questions
877 Flashcards
Source URL: https://quizplus.com/study-set/1357
Page 2
Chapter 1: Introduction to Quality and Performance Excellence
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79 Verified Questions
79 Flashcards
Source URL: https://quizplus.com/quiz/27106
Sample Questions
Q1) In the context of Noriaki Kano's classification of customer needs, _____ refer to those needs that are expected in a product or service.
A) satisfiers
B) delighters
C) dissatisfiers
D) exciters
Answer: C
Q2) Not-for-profit organizations are adopting quality principles because of their impact on the bottom line.
A)True
B)False
Answer: False
Q3) Performance excellence can be defined as "any primary or complementary activity that does not directly produce a physical product."
A)True
B)False
Answer: False
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Page 3
Chapter 2: Frameworks for Quality and Performance Excellence
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27107
Sample Questions
Q1) According to Scholtes's understanding of profound knowledge, people don't understand systems when:
A) they see the causes of the problems but not the symptoms.
B) they see events as individual incidents.
C) they understand the process of change and the resistance to it.
D) they can distinguish between fact and opinion.
Answer: B
Q2) In the Baldrige Award evaluation process, _____ refers to the methods used to accomplish the process, the appropriateness of the methods to the item requirements and the organization's operating environment, the effectiveness of the use of the methods, and the degree to which the approach is repeatable and based on reliable data and information.
A) deployment
B) approach
C) process variance
D) execution gap
Answer: B
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Chapter 3: Tools and Techniques for Quality Design and Control
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79 Verified Questions
79 Flashcards
Source URL: https://quizplus.com/quiz/27108
Sample Questions
Q1) _____ is the first step in building the house of quality.
A) Identifying customer attributes
B) Identifying technical features
C) Evaluating technical features and develop targets
D) Determining which technical features to deploy in the production process
Answer: A
Q2) ______ is an approach for mistake-proofing processes using automatic devices or methods to avoid simple human error.
A) Quality function deployment
B) Quality circles
C) Quincunx
D) Poka-yoke
Answer: D
Q3) In the context of poka-yoke, _____ errors arise in the contact between the server and the customer.
A) tangible
B) treatment
C) system
D) illusive
Answer: B
Page 5
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Chapter 4: Tools and Techniques for Quality Improvement
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79 Verified Questions
79 Flashcards
Source URL: https://quizplus.com/quiz/27109
Sample Questions
Q1) Lean approaches address visible problems in processes; Six Sigma is more concerned with less visible problems.
A)True
B)False
Q2) Flowcharts are best developed by a third-party analyst.
A)True
B)False
Q3) With respect to the Japanese terms of the 5S concept, _____ means setting in order.
A) seiketsu
B) seiso
C) seiri
D) seiton
Q4) _____ refers to rapid changeover of tooling and fixtures in machine shops so that multiple products in smaller batches can be run on the same equipment.
A) Pull production
B) Total productive maintenance
C) Single minute exchange of dies
D) Shitsuke
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Chapter 5: Competitive Advantage and Strategic Management for Performance Excellence
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78 Verified Questions
78 Flashcards
Source URL: https://quizplus.com/quiz/27110
Sample Questions
Q1) The competitive advantage resulting from an organization's people can drive low cost and differentiation.
A)True
B)False
Q2) Agility refers to the ability to produce a wide range of products and options.
A)True
B)False
Q3) With respect to the key dimensions of service quality, _____ refer(s) to the physical facilities and equipment, and the appearance of personnel.
A) responsiveness
B) empathy
C) tangibles
D) reliability
Q4) Having a manufacturing system designed for flexible sequence of operations is a strategy used for cost-leadership for high-volume products.
A)True
B)False
Q5) Describe outsourcing and vertical integration.
Q6) Describe core competencies.
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Chapter 6: Quality in Customer Supplier Relationships
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27111
Sample Questions
Q1) _____ are those companies that provide the organization with goods and services that help them to satisfy the needs of their own customers.
A) Delighters
B) Suppliers
C) Retailers
D) Satisfiers
Q2) Security concerns in customer-supplier relationships can be dealt with through nondisclosure agreements.
A)True
B)False
Q3) Which of the following is a key idea of integrative bargaining?
A) Integrate people and the problem
B) Focus more on positions than interests
C) Invent options for self-gain
D) Insist on using objective criteria
Q4) The goal of building partnerships with customers and suppliers can be seen as an extension of the teamwork principle that applies to all TQ activities.
A)True
B)False
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Chapter 7: Designing Organizations for Performance Excellence
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82 Verified Questions
82 Flashcards
Source URL: https://quizplus.com/quiz/27112
Sample Questions
Q1) How does a process focus help managers in defining the organization design? Explain.
Q2) What does the institutional theory state?
Q3) According to the contingency model:
A) organizations facing uncertainty should adopt a mechanistic structure.
B) organic organizations are better able to deal with a complex environment.
C) organizations that experience little uncertainty have volatile environments.
D) mechanistic organizations are better able to change rapidly and adapt themselves.
Q4) In an organization, _____ processes are driven by internal customer needs.
A) value-creation
B) support
C) primary
D) principal
Q5) What are process maps? What is the new approach to process mapping?
Q6) In a functional structure, none of the organizational units have control over whole processes.
A)True
B)False
Q7) Discuss the common approaches to job redesign.
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Chapter 8: Quality Teamwork
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27113
Sample Questions
Q1) With respect to the several types of individuals in Six Sigma projects, _____ work across the organization to develop and coach teams, conduct training, and lead change, but are typically not members of Six Sigma project teams.
A) champions
B) green belts
C) black belts
D) master black belts
Q2) With respect to the steps in team processes, list Juran's three parts of the problem diagnosis step.
Q3) With respect to the different types of teams in organizations, _____ teams consists of teams of workers and supervisors that meet to address workplace issues involving quality and productivity, or ad-hoc teams with a specific mission such as organizational design teams that act as architects of change.
A) problem-solving
B) natural work
C) leadership
D) project
Q4) List the common types of teams.
Q5) List the various criteria for effective teamwork.
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Chapter 9: Engagement, Empowerment, and Motivation
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27114
Sample Questions
Q1) The need for _____ refers to the desire to have close relationships with other people, for example as part of a team.
A) affiliation
B) achievement
C) empowerment
D) power
Q2) According to the goal-setting theory, goals will be motivating to people when:
A) they are not specific.
B) they are general.
C) they are easy.
D) people accept them as their own.
Q3) Which of the following core job characteristics gives employees knowledge of the actual results of their work activities?
A) Skill variety
B) Autonomy
C) Feedback
D) Task significance
Q4) How does empowerment affect middle-management?
Q5) What impact does empowerment have on individuals with various needs?
Q6) What are the principles of empowerment?
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Chapter 10: Leadership for Performance Excellence
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27115
Sample Questions
Q1) According to the situational leadership theory, the choice of leadership style applied by the leader must be driven by personal preference.
A)True
B)False
Q2) According to Bass, in comparison with the transactional leaders, the transformational leaders are more focused on the satisfaction of self-interests and the maintenance of the organization's status quo.
A)True
B)False
Q3) With respect to the six competencies summarized by the human development and leadership division of the American society for quality, which of the following competencies in a leader involves providing others with a role to guide their actions?
A) Mentor
B) Navigator
C) Learner
D) Communicator
Q4) Which are the characteristics underlying the leadership competencies identified by the American Society for Quality?
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Page 12
Chapter 11: Performance Excellence and Organizational Change
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80 Verified Questions
80 Flashcards
Source URL: https://quizplus.com/quiz/27116
Sample Questions
Q1) Few things in organizations - for example, jobs or technology -can be changed without affecting other things-structures or processes.
A)True
B)False
Q2) What is the role of dialog in the change process?
Q3) The reason behind TQ-oriented change is quality improvement for customer satisfaction.
A)True
B)False
Q4) In _____, the organization must review the underlying assumptions that created the problem to be "fixed" in the first place, and adapt a better set of assumptions to support future performance.
A) the deutoro learning model
B) single-loop learning
C) the cybernetic model
D) double-loop learning
Q5) How can a company change its culture to be more consistent with quality?
13
Q6) What are the reasons why companies adopt a performance excellence philosophy?
Q7) What must be included in an effective knowledge management system?
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