Using a PDCA process to design a customer survey, while implementing a customer feedback and improvement process, is an example of:

1. The critical path method
2. A customer driven company
3. A PDCA process within a PDCA process
4. A reactive versus a proactive approach

c

A project has more than one critical path. This means that:

1. Crashing an event might shorten the project time
2. The critical path was not calculated correctly
3. Delaying an event on a critical path may not delay the project
4. Shortening any one event cannot shorten the project duration

a

Using the DMAIC approach to LSS improvement at what step would the root causes of defects be identified?

1. Measure
2. Control
3. Improve
4. Analyze

d

Which of the following is a positive observation regarding the objective: "Quality will be improved next year."

1. It does not define the measures of quality
2. The statement has a defined ending date
3. How the improvements will be made are not stated
4. It will be possible to determine if the objective was met

b

Project documentation should ideally be done by:

1. Maintaining detailed notes during the project and then converting them to a formal written report after the project is completed
2. Getting the work done first, and then summarizing the events later
3. Distributing plans at the project start, status reports during, and the final report at the end of the project
4. The project leader who issues the project proposal and final summary has interim information available upon request

c

When using the SIPOC model, a change in process inputs most often results from one or more upstream changes in:

1. Supplier inputs
2. Process inputs
3. Process outputs
4. Customer actions

a

According to Juran, what the customer thinks he/she desires, would be classified as:

1. Stated needs
2. Real needs
3. Perceived needs
4. Cultural needs

c

A team would be operating in which phase of the Shewart cycle if they were in the process of conducting a pilot program test activity?

1. Plan
2. Act
3. Check
4. Do

d

Considering only the following benchmarking steps, what option would come last?

1. Measure competitive performance
2. Implement significant improvements
3. Understand your own processes
4. Identify improvement criteria

b

In consumer products, the complaint rate is most directly a measure of:

1. Product quality
2. Customer satisfaction
3. Market value
4. Rejection rate

b

The slack time along a critical project path:

1. Is the difference between the earliest and latest start dates
2. Is equal to the "crash" time
3. Is neither less than nor greater zero
4. Is the highest risk area

c

In a project network, if the earliest an event can take place is week 45, the most likely time it will take place is week 49, and the latest it can take place without delaying the project completion is week 51. What is the event slack time?

1. 2 weeks
2. 4 weeks
3. 6 weeks
4. Cannot be determined from the above information

c

If a company were to evaluate why some customers refused to purchase a newly released product, what Deming cycle phase would apply?

1. Plan
2. Do
3. Study
4. Act

c

Identify the problem solving methodology that formally recognizes team and individual contributions.

1. DMAIC
2. IDEA
3. Ford 8D
4. PDSA

c

A technique for translating the customers' wants and needs into quantifiable technical characteristics is called:

1. Customer ombudsmanship
2. Quality function deployment
3. Pareto analysis
4. The fifth discipline

b

Risk analysis planning should:

1. Be done at the end of the project planning phase
2. Eliminate associated contingency plans
3. Identify and implement a metrics program
4. Be reviewed and updated at each milestone

d

Which of the following project scheduling techniques are listed in order of increasing complexity?

1. CPM, Gantt, PERT
2. Gantt, PERT, CPM
3. Gantt, CPM, PERT
4. PERT, CPM, Gantt

b

An organized and disciplined approach to problem solving in most six sigma organizations is called:

1. SIPOC
2. DMAIC
3. PDCA
4. DPMO

b

The right hand of the completed house of quality displays rankings and values for:

1. Customer needs or desires
2. Competitive assessments or comparisons
3. Design feature measurements and importance

b

What is a major distinction between the CPM and PERT methods in the evaluation of a project performance?

1. Only the PERT method can be displayed on the Gantt chart
2. The PERT technique allows for easier crashing of project time
3. The PERT technique permits network relationships but CPM does not
4. The PERT technique is event oriented while CPM is activity centered

d

In what areas would upper management be most helpful in the initiation of a LSS effort?

1. Providing direct training to black belts
2. Standardizing business operations
3. Providing key resources to the organization
4. Directing the improvement projects

c

Identify the tool that is most similar to project management and concurrent engineering:

1. Activity network diagram
2. Praeto chart
3. Plan do check act
4. Affinity diagram

a

When considering stakeholder groups, which of the following terms is most closely identified with the term "community"?

1. Society
2. Government
3. External customers
4. Suppliers

a

Which of the following conditions are driving companies to adopt a lean approach?

1. To lower performance requirements
2. To eliminate waste from the process
3. To increase total costs
4. To decrease capacity

b

The company's management team is formulating a five year strategy for internal manufacturing and assembly capabilities. The best companies for them to benchmark are:

1. Large US companies with manufacturing processes
2. Small US firms making similar products
3. Latin American organizations with intensive labor utilization
4. Japanese "world-class" conglomerates with diverse operations

a

Why is the PDCA cycle so readily accepted by most American teams and individuals?

1. It is the natural way that most people already approach problems
2. It was promoted by Dr. Deming who has a wide American following
3. It has been widely used in Japan with success
4. It requires much less work than comparable improvement techniques

a

Focus groups can best be defined as:

1. Small groups with a specific topic interest
2. A segmented group of suppliers
3. A segmented group of intermediate users
4. A pre-selected group of users

a

Stakeholders that could help define a project charter include:

1. Customers and suppliers
2. Suppliers and benchmark partners
3. Management and benchmark partners
4. Benchmark partners and customers

a

Internal customers of a retail store generally are:

1. People who shop inside a store instead of using the internet
2. Buyers that receive special pricing discounts
3. Purchasers of the goods who buy in bulk or volume lot sizes
4. Store employees who are next in the processing sequence

d

Planning for feedback by the project leader during a project would address:

1. Filing reports only in electronic format
2. Buyers that receive special pricing discounts
3. Purchasers of the goods who buy in bulk or volume lot sizes
4. Store employees who are next in processing sequence

b

Properly designed surveys should consider:

1. Asking specific questions
2. Ignoring non-responses
3. Poorly defined survey issues
4. Asking too many questions

a

Which of the following is a primary reason for periodic project reviews?

1. To highlight the project team's efforts
2. To update goal achievement
3. To abandon the schedule
4. To expand the costs

b

Which of the following techniques has proven useful in translating customer needs into product design features?

1. Changing perceptions
2. customer service principles
3. Confrontation and problem solving
4. Quality function deployment

d

Outstanding service companies perform which activity first?

1. Treat employees as external customers
2. Train employees extensively in customer service skills
3. Give communication skills training
4. Provide good recovery skills training

a

Project management requires:

1. Planning and scheduling
2. Objectives and unlimited resources
3. Unlimited resources and time
4. People and supplies

a

What type of expectation is met when a product has attributes that are worthwhile but not necessarily expected?

1. Desired
2. Expected
3. Basic
4. Unanticipated

a