Quiz: Controlling Processes
Due Apr 7 at 11:59pm
Points 50
Questions 25
Time Limit 30 Minutes
Instructions
Attempt History
Attempt Time Score
LATEST Attempt 1 25 minutes 50 out of 50
Correct answers are hidden.
Score for this quiz: 50 out of 50
Submitted Apr 3 at 8:41pm
This attempt took 25 minutes.
Question 1
2 / 2 pts
Service portions are abstract, rather than concrete
Service portions are transient, rather than permanent
Service portions are psychological, rather than physical
None of the above characteristics make it easier to measure service quality
Question 2
2 / 2 pts
The quiz:
Covers the Learn/Textbookmaterial from Module 3: Week 3.
Contains 25 multiple-choice and true/falsequestions.
Is limited to 30 minutes.
Allows 1 attempt.
Is worth 50 points.
Submit this assignment by 11:59 p.m. (ET) on Sunday of Module 3: Week 3.
Which of the following characteristics makes it easier to measure the quality of a service,
relative to that of a product or facilitating good?
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Outside experts are called in for strategic decisions
Aim is to achieve competitive parity
A manufacturing strategy is formulated and pursued
Goal is to achieve competitive superiority
None of the above
Question 3
2 / 2 pts
True
False
Question 4
2 / 2 pts
True
False
Question 5
2 / 2 pts
Organizations collect data that are easily gathered
Gathered data are not the most important to reach the organization’s goals
There is an undue emphasis on measuring objective output performance
Inputs measurements are used as a proxy for output completion
Question 6
2 / 2 pts
True
Which one of the following perceptual measures corresponds to a company that is in the
internally neutral stage of operational effectiveness?
The balanced scorecard approach relies not only on nancial performance measures, but
includes customers, internal business processes, and organizational learning and growth.
Strategy maps can help dene a balanced scorecard.
Which of the following is not a problem commonly found when monitoring?
When calculating ranges for particular variables, it is mathematically possible to obtain
negative variables.
False
Question 7
2 / 2 pts
Outside experts are called in for strategic decisions
Aim is to achieve competitive parity
A manufacturing strategy is formulated and pursued
Goal is to achieve competitive superiority
Question 8
2 / 2 pts
It helps align departmental and personal goals to the organization
It is an effective way to clarify and gain authority within the organization
It is a mechanism for aligning personal goals with societal goals
It helps organizations track their competitors
All of the above
Question 9
2 / 2 pts
Should be as simple as possible to operate and maintain
Should signal managers if they go out of order
Should be focused and admit the least amount of variation
Both A and B
None of the above
Question 10
2 / 2 pts
Which one of the following perceptual measures corresponds to a company that is in the
internally supportive stage of operational effectiveness?
Some benets of the balanced scorecard include:
As control involves both mechanistic and human elements, it is one of the manager’s most
dicult tasks. Which of the following is the best answer about desirable characteristics of
control systems?
True
False
Question 11
2 / 2 pts
True
False
Question 12
2 / 2 pts
3.1 defects per billion opportunities (DPBO)
3.1 defects per million opportunities (DPMO)
3.4 defects per billion opportunities (DPBO)
3.4 defects per million opportunities (DPMO)
4.3 defects per million opportunities (DPMO)
Question 13
2 / 2 pts
True
False
Question 14
2 / 2 pts
Value analysis
Performance
Value proposition
One of the most common errors when monitoring data is to gather information that has little or
no probability of changing signicantly from one collection period to the next.
Defects per million opportunities (DPMO) and process sigma are the most important tools for
the measure phase of Six Sigma.
A literal interpretation of six-sigma is:
Lean Sigma is a combination of Six Sigma and lean tools appropriate when both too much
variation and waste exist in a process.
Which term compares an organization’s processes with the best practices to be found in its
industry or others?
Bias
Benchmark
Question 15
2 / 2 pts
Importance ratings
Target values
Importance weights
Interrelationships between how's and when's
Question 16
2 / 2 pts
Idea generation through brainstorming
Downward norm setting
Individual blocking
“Window Dressing”
Question 17
2 / 2 pts
A radical change in the way work is performed
Process-centered reorganization of activities
An emphasis in getting rid of unnecessary employees
A dramatic improvement in performance
Question 18
2 / 2 pts
It is a powerful tool to translate customer requirements into process capabilities
It utilizes a series of tables to maintain links between the data collected and the nal process activities
Which of the following is not a part of a house of quality display?
Which of the following was identied by Professor Thompson as one of several threats to team
creativity?
Which of the following is not an original component of reengineering?
Which of the following is false about quality function deployment (QFD)?
Because of their shape, the tables are often referred to as “houses of quality”
Technical requirements are the basic input for the process deployment matrix
Question 19
2 / 2 pts
True
False
Question 20
2 / 2 pts
True
False
Question 21
2 / 2 pts
Dene, Measure, Analyze, Implement, Control
Dene, Maintain, Assure, Implement, Control
Dene, Measure, Analyze, Improve, Control
Design, Maintain, Analyze, Improve, Control
None of the above
Question 22
2 / 2 pts
It was developed by Motorola
High prole organizations report strong benets from using it
It can be applied in organizations that produce a tangible output or an intangible service
Nonprot organizations may apply it as well as for prot companies
The Malcolm Baldrige National Quality Award was rst awarded to Motorola in 1988.
A green belt has a broad knowledge of the six sigma toolkit, but not nearly as much in the tools
as yellow belts, black belts and master black belts.
DMAIC stands for:
Six Sigma a particularly timely topics in business today because of the following, except:
Question 23
2 / 2 pts
Calculation of a baseline to evaluate benets of potential improvements
The process mean can shift as much as 1.5 standard deviations
Performance metrics based on the availability of data
About 3.4 defects per million opportunities (DPMO) may occur easily in complex operations
Question 24
2 / 2 pts
Six sigma
Control charts
A process capability index
Fishbone diagrams
Question 25
2 / 2 pts
Quality can realistically be improved
Specic roles and titles have been identied and generally accepted
It is easier to alter the corporate culture of a rm
Control charts are used exhaustively
Quiz Score: 50 out of 50
Choose a common problem from the measure phase.
The relationship between the natural variation in the production system and the product’s
design specications can be quantied using:
One aspect that differentiates Six Sigma from other earlier process improvement programs
including total quality management and reengineering is that with Six Sigma:
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