WorksheetsOperation Management - Final Test
Total questions: 60
Worksheet time: 40mins
What influences quality?
Consumer
Innovation
Global Awareness
Decreasing Rate of Change
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A company’s success depends increasingly on the knowledge, skills, and motivation of its ...
(a)
TRUE or FALSE?
Reliability measures how well a performance of something after a period of time
True
False
Which of this relationship in teamwork is not correct?
Vertical
Diagonal
Horizontal
Interorganizational
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The Japanese term for ‘ongoing or continuous improvements’ is called ...
(a)
"Delivering the product in the same fashion for every customer, and every time" is the one of the quality aspect in manufacturing which is called ...
Inconsistency
Variability
Unpredictability
TRUE or FALSE?
"Service" are produced first then consumed by a customer at a different time.
True
False
Which of this process is not Deming Chain Reaction?
Improve Quality
Improve Productivity
Increase Cost
Stay in Business
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Understanding the difference between theory and experience prevents shallow change. This is also known as "Theory of ..."
(a)
TRUE or FALSE?
Crosby Philosophy stated that "Quality is Free"
True
False
What are the two types of variation?
Common Cause
Indirect Cause
Direct Cause
Special Cause
Quality system standards adopted by the International Organization for Standardization in 1987; revised in 1994 and 2000 with minor updates in other years, is also know as ...
Theory of Knowledge
Baldrige Program
ISO 9000 : 2000
Six Sigma
"The outcomes and effects in achieving the purposes given in the item" is the definition of ...
Deployment
Approach
Evaluation
Result
TRUE or FALSE?
The culture of services is usually more scientific and service employees typically thinks more in terms of processes, measurements, and data.
True
False
QFD stands for ...
Quantity Function Deployment
Quality Function Defect
Quality Function Deployment
Qualitative Functional Deployment
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A term that is commonly used to characterize flexibility and short cycle times is called ...
(a)
What are the dimension(s) in key services?
Customer Contact & Interaction
Customization
Labor Intensity
Workflow
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The activity of ensuring conformance to requirements and taking corrective action when necessary to correct problems and maintain stable performance is called ...
(a)
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What does the "D" stands for in DMAIC?
(a)
TRUE or FALSE?
This chart is also known as Pareto Chart
True
False
What are the approach that is done in "Lean Thinking?"
Brainstorming
Reduce Handoff
Key Data Collection
Seek the Root Cause
Which of these is not the type of benchmarking?
Competitive Benchmarking
Goal Benchmarking
Process Benchmarking
Strategic Benchmarking
TRUE or FALSE?
Reengineering is the fundamental rethinking and radical redesign of business processes to achieve dramatic improvements in critical, contemporary measures of performance, such as cost, quality, service, and speed.
True
False
Which of the factors below can be described as a competitive advantage of a product?
Lower Quality
Has Less Feature
Differentiation
More Expensive
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"The time it takes to accomplish one cycle of a process" can be described as ...
(a)
Which of theses aspect(s) are measured on Balance Scorecard?
Financial Perspective
Family Perspective
Relationship Perspective
Innovation and Learning Perspective
TRUE or FALSE?
"Vision" is described as where the organization is headed and what it intends to be
True
False
TRUE or FALSE?
Action plans are broad statements that set the direction for the organization to take in realizing its mission and vision.
True
False
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A metric that can be used to measure “ What is the likelihood that you would recommend us?” is called ...
(a)
What is the formula for calculating NPS score?
Difference in the percentage of promoters and detractors.
Difference in the percentage of detractors and promoters.
Sum in the percentage of promoters and detractors.
Sum in the percentage of detractors and promoters.
Every instance in which a customer comes in contact with an employee of the company can be described as ...
Moments of Truth
Supply Chain
Customer Service
Supplier
Which of these methods are the commonly used factors to measure customer loyalty and engagement?
Service Level Agreement
Likelihood to Recommend
Segmentation
Overall Satisfaction
Which of these is not the correct method to collect customer information?
Internet and Social Media monitoring
Direct Customer Contact
Projection
Complaint Analysis
Which one from these factor does not affect work organization?
Customer Influence
Financial Stability
Company Size
Family of an Employee
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Activities that develop functional product specifications is called ... processes
(a)
Choose the value(s) that does not reflects a high performance culture.
Individualistic
Respect
Corruption
Communication
TRUE or FALSE?
Value-creation processes is the most important thing on “running the business”
True
False
Which of these are not the type(s) of work design approaches
Job Enlargement
Job Seeking
Job Enrichment
Job Rotation
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"Expanding jobs to include several tasks rather than one single, low-level task" is the definition of job ...
(a)
TRUE or FALSE?
Virtual Teams are groups of people who work closely together with their physic being present on each other
True
False
Which of these are the ingredient(s) for successful team?
Clearly defined roles
Imbalanced proportion
Uses prediction when making decision
Awareness of group process
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... systems approach is the interrelatedness of social and technical aspects of an organization or the society as a whole.
(a)
In six sigma project teams, the highly trained experts that is responsible for strategy, training, mentoring, deployment, and results are called ..
Champions
Black Belts
Master Black Belts
Expert Black Belts
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The name of the step that is marked by the blue arrow is called ...
(a)
What is not the result of workforce engagement?
Feel that their jobs are unimportant
Often go beyond their immediate job responsibilities
Are actively involved in and committed to their work
Strong emotional bond to their organization
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Giving people enough authority to do whatever is necessary to satisfy customers is called ...
(a)
TRUE or FALSE?
Customer satisfaction is not correlated to employee satisfaction
True
False
A situation where an employee is paid due to their performance is called
Gainsharing
Achievement
Which of these are the wrong example of successful empowerment?
Share information freely
Foster an atmosphere of trust
Creating restrictive policies/procedures
Train managers in “hands-off”leadership
TRUE or FALSE?
One of the drivers of workforce engagement are "Believing that opinions counts".
True
False
Which of these are Deming's 14 points towards quality?
Improve constantly and forever
Get rid of unclear slogans
Use training on the Job
Use multiple supplier for any one item
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In "Leadership Theory", the role where managers should encourage change and creativity by leading the implementation of new ideas are called ...
(a)
A situation in transformational theory where the leaders give special attention to each follower’s needs for achievement and growth is called ...
Individualized consideration
Idealized influence
Intellectual stimulation
Inspirational motivation
TRUE or FALSE?
In situational leadership, employees who are unable but willing typically represents the new employee
True
False
TRUE or FALSE?
Corporate social responsibility (CSR) can be defined as the responsibility of enterprises for their impacts on society.
True
False
Choose the element that does not represent Performance Excellence culture
Customer-focused Excellence
Management by Fact
Valuing Benefits
Ethics and Transparency
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In quality life cycle initiatives, a situation when a new quality initiative is used in conjunction with an existing one to generate new energy and impact is called ...
(a)
Which of these statement are the common implementation mistake?
Goals set too low
Training are properly addressed
Real empowerment is given enough
Change is regarded as a long-term “program”
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... knowledge is information that is formed around intangible factors resulting from an individual’s experience, and is personal and content-specific.
(a)
The process which identifies and transfer best practices within the organization is called
Organizational Change
Internal Benchmarking
Organizational Learning
Knowledge Management
