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Related Flashcards
Related Topics
Cards In This Set
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1) Process analysis focuses on:
a) how work is actually done.
b) who is responsible for the customer.
c) the customer’s needs.
the number of steps in between supplier and customer
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a) how work is actually done.
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1) Which of these is NOT a core process that
managers would focus on for improvement opportunities?
a) Supplier relationships
b) New product/service development
c) Order fulfillment
d) Employee training
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d) Employee training
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1) A voluntary system by which employees submit
their ideas on process improvements is used in the:
a) scope definition phase of process analysis.
b) process redesign phase of process analysis.
c) performance evaluation phase of process
analysis.
d) opportunity identification phase of process
analysis.
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d) opportunity identification phase of process analysis.
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1) A voluntary system by which employees submit
their ideas on process improvements is called:
a) process contribution.
b) a suggestion system.
c) a brainstorming session.
d) a Pareto system.
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b) a suggestion system.
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1.
The step
in process analysis that immediately follows the scope definition phase is the:
a.
document
process phase.
b.
evaluate
performance phase.
c.
redesign
process phase.
d.
implement
changes phase.
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a.
document
process phase.
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1) The step in process analysis that immediately
follows the scope definition phase is the:
a) document process phase.
b) evaluate performance phase.
c) redesign process phase.
d) implement changes phase.
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A) document process phase.
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1) The step in process analysis that immediately
follows the process documentation phase is the:
a) define scope phase.
b) evaluate performance phase.
c) redesign process phase.d) implement changes phase
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B) evaluate performance phase.
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1) The step in process analysis that immediately
follows the performance evaluation phase is the:
a) document process phase.
b) define scope phase.
c) redesign process phase.
implement changes phase
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C) redesign process phase.
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1) A systematic approach to process analysis
includes the step:
a) reengineering.
b) integration.
c) order fulfillment.
d) define scope.
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D) define scope.
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1) An
examination of strategic issues such as possible gaps between a process’s
competitive priorities and current competitive capabilities falls in the:
a) document process phase of process analysis.
b) evaluate performance phase of process
analysis.
c) redesign process phase of process analysis.
d) identify opportunities phase of process
analysis.
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D) identify opportunities phase of process analysis.
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1) The resources that management assigns to
improving or reengineering the process should:
a) outweigh the consequences.
b) match the process’s scope.
c) be at risk for less time than the redesign
takes.
d) be less costly than the total downtime during
redesign.
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B) match the process’s scope.
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1) If a process under analysis is extensive and
cuts across several departmental lines, it may benefit from forming a(n):
a) brainstorming team.
b) benchmarking team.
c) steering team.
d) implementation team.
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C) steering team.
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1) Performance measures such as average response
times, repair times, and percent defective are referred to as:
a) benchmarks.
b) metrics.
c) targets.
d) tactics.
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B) metrics.
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1) Gaps between actual and desired performance
are termed:
a) faults.
b) metrics.
c) opportunities.
d) disconnects.
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D) disconnects.
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1) Once the root causes of performance gaps have
been discovered, it is necessary to:
a) shift from analytical thinking to creative
thinking.
b) shift from creative thinking to analytical
thinking.
c) form a benchmarking team.
d) form a steering team.
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A) shift from analytical thinking to creative thinking.
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