1) A “Key Driver” for the implementation of TQM is:
a. Determining and fixing the cause of a problem in a business process
b. The increasing level of global competition
c. Continuous quality improvement
d.Improved product quality to increase competitive advantage
2)Which of the following business process components would increase tightness and dependence along the process chain?
a. Duplicate processes
b. Both (c) and (d)
c. Dependent processes
d.Interdependent processes
3) There is a set of quality management tools that are useful for improving business processes. Select the statement that is UNTRUE.
a. Pareto diagrams are a useful tool for prioritising errors for root cause analysis;
b. Histograms are useful to orderly display large data sets;
c. Control charts and SPC are useful to quantitatively evaluate the performance of an ongoing process;
d.None of the above
4) Select the statement that is UNTRUE.
a. Core processes are the processes by which the company manufactures goods or deliver services to customers;
b. Core processes should not be outsourced but kept in -house;
c. Support processes generate direct value to customers;
d. All of the above
5) Select statement that is TRUE when considering ‘artistic’ processes
a. Artistic processes have high level of abstraction (high level of tacit knowledge);
b. Artistic processes are only developed in the service industry;
c. Artistic processes are adequate in contexts of low variability and when customers value standardisation
d.None of the above
6)
With reference to Figure 1, the timeline is important beacause:
a. It shows how long the process takes
b. It’s a useful tool to keep track of material usage
c. It allows for profitability calculations
d.It shows how many shoes can be polished between breaks
7)
With reference to Figure 1 what will happen when the shoe shiner completes the work in two minutes?
a. He will have a line-up of customers
b. He may do injury to his back
c. His process will turn a profit
d.The value he adds is dramatically reduced
8)A fundamental difference between developing processes that generate products vs. processes that deliver services is:
a. The customer is almost always part to the process which delivers the service
b. Both (a) and (d)
c. Services can be delivered via telephone a product cannot
d.Service always happens above the line of visibility
9)
a.The main tasks which are part of a process
b. The Functional Areas across which the process flows
c. Both (a) and (b)
d.Hand-offs at the functional interfaces
