ACME organization has several teams "feuding" with one another. This is causing quality issues with customers, due to the variability in services and a lack of understanding nor valuing what the other teams are doing within the broader enterprise. An instructor has been identified to host team building exercises to help remediate the antagonism and get the employees focused on cooperative value-laden improvement efforts. Which of the following training approaches would be most effective?
A. Process improvement training
B. Technical skills training
C. Performance evaluation training
D. Cross-functional training
A company that wants to achieve a goal of zero defects must have which of the following processes in place?
A. Data-based management
B. 100% final inspection
C. Internal auditors
D. Customer satisfaction surveys
When a team has both a leader and a facilitator, the role of the facilitator is to
A. ensure that team objectives are met
B. keep the discussion focused on the topic
C. provide technical expertise
D. implement the solution
What is the purpose of a process capability study?
A. Comparing customer specifications against product standards
B. Evaluating and improving product quality
C. Identifying bottleneck operations in the system
D. Determining which of several machines has the greatest capacity
A company should treat customer complaints as critical information for which of the following reasons?
A. The customer is always right.
B. Only 4% of unhappy customers complain to the company.
C. Complaints can help a company improve its processes.
D. Complaining customers represent a company's vital few.
Which of the following groups has primary responsibility for ensuring that employees attend appropriate training sessions?
A. Line management
B. The quality department
C. The training department
D. Subject matter experts
The process of requisitioning, ordering, and obtaining purchased material has been causing conflicts among three different departments. Representatives of each department have formed a cross-functional team that will use process mapping to define all elements of the process and to redesign the process, if necessary.
The team has now had several meetings and is getting frustrated. Time and again, different team members dispute each others' interpretation of various terms such as "acceptable lead time" and "quality requirement." At this point, the team needs to step back and spend some time developing a
A. clear statement of goals and objectives
B. set of precise operational definitions
C. request for management direction
D. process flow diagram (process map)
Which of the following practices makes it easiest for customers to voice their complaints?
A. Establishing a customer-service department
B. Providing a call-in line or mail-in cards for complaints
C. Having a corporate policy stating that all customer's complaints will receive timely corrective action
D. Responding to 100% of all customer complaints in writing within 30 days
For a company's mission, vision, and value statements to become integral to the organization, which of the following actions should management take?
A. Distribute copies of these principles to all employees annually
B. Ensure that these principles are included in all communications with external organizations
C. Identify and reward behaviors that are consistent with these principles throughout the company
D. Conduct annual reward ceremonies to recognize all departments that support these principles
Which of the following elements is necessary for effective policy deployment?
A. Employee goals and department goals must be considered independently.
B. Supervisors must specify goals for individual employees.
C. Area managers must align their area goals with the corporate plan.
D. Senior management must review individual employee and department goals annually.
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