PracticeQuizChapter5

Indicatetheanswerchoicethatbestcompletesthestatementoranswersthequestion.

1.Inthecaseofamanufacturingcompany,whichofthefollowingisanexampleofavaluecreation
process?
a.

Publicrelations

b.

Humanresourceservices

c.

Legalservices

d.

Productdesigning

2.Thedesignactivityofprocessmanagementfocuseson:
a.
ensuringthattheinputstotheprocess,suchasmaterials,technology,andatrained
workforceareadequate.
b.

identifyingnewmarketsandproductopportunities.

c.

continuallyseekingtoachievehigherlevelsofperformance.

d.
maintainingconsistencyinoutputbyassessingperformanceandtakingcorrectiveaction
whennecessary.

3.ThemanagementteamatKyraElectronicsislookingforwaystoachievehigherlevelsof
performance.Itistryingtoobtainhigheryieldsandreducecycletimes.Inthecontextofthethree
majoractivitiesinvolvedinprocessmanagement,themanagementteamatKyraisengagedinthe
_____activityofprocessmanagement.
a.

design

b.

control

c.

improvement

d.

mapping

4.Whichofthefollowingcanberegardedasataskerrorinaserviceprocess?
a.

Workingonthewrongorder

b.

Failuretoacknowledgeacustomer

c.

Uncleanfacilities

d.

Lackofcourteousbehavior

5.ThequalityteamatNigre,acosmeticscompany,iscontinuouslyinvolvedinmonitoringthe
productionprocesstoensurethattheproductsaremeetingspecifications.Theyarealsoresponsible
fortakingcorrectivemeasureswhentheyidentifyvariationsintheproducts.Inthecontextofthe

threemajoractivitiesinvolvedinprocessmanagement,thequalityteamatNigreisengagedinthe
_____activityofprocessmanagement.
a.

improvement

b.

design

c.

control

d.

mapping

6.Inthecontextofserviceerrors,whichofthefollowingisanexampleofatreatmenterror?
a.

Uncleanfacilities

b.

Doingworkincorrectly

c.

Workingonthewrongorder

d.

Lackofcourteousbehavior

7._____isanapproachformistakeproofingprocesses,developedbyShigeoShingo,thatinvolves
usingautomaticdevicesorsimplemethodstoavoidhumanerror.
a.

Jobenrichment

b.

Processmapping

c.

Pokayoke

d.

Kaizen

8.Strategicallyplacedtrayreturnstandsandtrashreceptaclesremindcustomerstoreturntraysin
fastfoodfacilities.Thisisanexampleofapokayoketechniquedesignedtoprevent:
a.

treatmenterrorsbetweentheserverandthecustomer.

b.

customererrorsattheresolutionstageofaservice.

c.

customererrorsduringanencounter.

d.

customererrorsinpreparation.

9.Whichofthefollowingistrueofsupportprocesses?
a.

Theyaligncloselytoanorganizationscorecompetenciesandstrategicobjectives.

b.

Theyaresometimescalledcoreprocesses.

c.

Theyaddvaluedirectlytotheproductorservicebeingproduced.

d.

Theyrequirelesserattentionfromtheemployeescomparedtovaluecreationprocesses.

10.Whichofthefollowingstatementsistrueregardingkaizen?
a.

Itfocusesonsmall,gradual,andfrequentimprovements.

b.

Itinvolvesonlythetopmanagementoftheorganization.

c.

Itrequiresverylargefinancialinvestments.

d.

Itattemptstoachieveradicalimprovementsinaveryshorttimeperiod.

11.Whichofthefollowingisregardedasthebestapproachtopreventmistakesinaprocess
becauseofitsabilitytoavoidreworkandwastageoftimeandresources?
a.

Identifyingpotentialdefectsanderrorsandstoppingaprocessbeforetheyoccur

b.

Designingpotentialdefectsanderrorsoutoftheprocess

c.

Identifyingdefectsanderrorssoonaftertheyoccurandquicklycorrectingtheprocess

d.

Conductingacostbenefitanalysistodeterminetheimpactofstoppingaprocess

12.Whichofthefollowingisareasonwhyprocessmanagementisimportantfororganizations?
a.
Itassistsorganizationsinrecruitingthemostsuitableemployeeswhosevaluesmatchthe
cultureoftheorganization.
b.
Ithelpsorganizationstosegmentcustomersintonaturalgroupsinordertocustomize
productsthatarebetterabletomeetcustomers'needs.
c.

Ithelpsorganizationstoincreaseemployeemoraleandcommitmenttotheorganization.

d.
Itassistsorganizationsinidentifyingopportunitiesforimprovingqualityandoperational
performance.

13.AfterusinganATMmachine,Deborahforgetstoremovehercardfromthemachine.Thisisan
exampleof:
a.

acustomererrorattheresolutionstageofaservice.

b.

acustomererrorduringanencounter.

c.

atreatmenterrorbetweentheserverandthecustomer.

d.

acustomererrorinpreparation.

14.Valuecreationprocessesaresometimescalled_____processes.
a.

core

b.

support

c.

jobenrichment

d.

qualitycircle

15.Processcontrolinmanufacturingstartswiththe_____process.
a.

assembly

b.

delivery

c.

production

d.

purchasing


1.ANSWER:

2.ANSWER:

3.ANSWER:

4.ANSWER:

5.ANSWER:

6.ANSWER:

7.ANSWER:

8.ANSWER:

9.ANSWER:

10.ANSWER: a
11.ANSWER: b
12.ANSWER: d
13.ANSWER: b
14.ANSWER: a
15.ANSWER: d