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 is nearing the final stage of process mapping and has used process data and process maps to reach agreement on the flaws of the existing system. The next step the team should take is to
A. develop a design of the revised process
B. celebrate their successes to date
C. error-proof the existing process
D. report their findings to management
The metrics and goals for driving organizational performance should be established on the basis of
A. key customer and supplier input
B. strategic planning output
C. employee survey results
D. quality staff research
A hospital has hired a quality manager as a consultant to assist in bringing continuous quality improvement practices into its organization. In this situation, the quality manager should initially meet with
A. nursing staff representatives to schedule future training logistics
B. the board of directors to discuss the applicability of an industrial model
C. physicians to flowchart the diagnostic process
D. hospital administrators to plan an initial systems evaluation
The ultimate goal of analyzing a process should be to
A. control it
B. measure it
C. document it
D. improve it
A company is benchmarking its complaint process. Comparable companies have been identified and the data collection process is complete. The next step for the team to take is to
A. project future performance levels
B. establish complaint-process goals
C. communicate benchmark findings to upper management
D. determine current performance gaps
One of the unique challenges to leading a virtual team is
A. selecting team members
B. identifying a clear communication method
C. determining the location of the meetings
D. keeping an action item log
Company A has a critical to quality (CTQ) process that is exhibiting a common cause variation that is stable and in control, but the customer is still receiving defective products. What is the appropriate action that will help to resolve this situation?
A. Run chart
B. Operator training
C. Customer survey
D. DMAIC
First Community Bank Holding company executive management has initiated an environmental scan to determine the strategy to respond to new regulatory standards. Management has observed that the bank has a good reputation in the marketplace, a talented workforce, 600 different options for investment strategies, and a solid management team, which is compensated substantially above industry levels. The bank is considering offering on-line securities trading as a new service to its customers. Which of the following should management consider as an external threat to First Community Bank?
A. Reputation in the marketplace
B. New regulatory standards
C. Compensation above industry standards
D. Financial strength of the institution
One of the best ways to identify what Juran calls the "vital few" customers is through
A. a customer satisfaction survey
B. a Pareto analysis
C. statistical process control (SPC)
D. sales analysis
Strategic planning should begin with
A. the operating procedures for an organization
B. financial goals
C. a focus on customer needs
D. performance monitoring
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