Quiz 3

Question 1

Which of the following statement(s) is (are) correct?

Lean methods could be used to add value for customers.
Poke-yoke methods help create value for customers by reducing frustration.
Process maps are the best way to directly add value for customers.

Answer 1

I and II

Question 2

Which of the following is a correct statement?
Process maps focus only on the parts of the service where there is some form of an interaction with the customer.

Consumption maps focus only on the parts of the service where there is some form of an interaction with the customer.

Both of the above

Cannot tell

Answer 2

Consumption maps focus only on the parts of the service where there is some form of an interaction with the customer.

Question 3

When a customer interacts with a service, we would expect to see

An emotional reaction by the customer

A rational reaction by the customer

Both of the above

None of the above

Answer 3

Both of the above

Question 4

The difference between a consumption map and process map is:

Answer 4

Process maps do not show customer actions before the process begins.

Question 5

The task of generating innovative ideas requires:

Answer 5

A procedure that helps with unlearning

Question 6

Which of the following is best for generating innovative ideas?

Pareto chart

Process maps

Consumption maps

Random word method

Answer 6

Random word method

Question 7

Creating lists of words to help create ideas for adding value for customers is called:
Unlearning
Root cause analysis
Random word method

Answer 7

Random word method

Question 8

The analysis of a consumption map should focus on:

Answer 8

Where customer is frustrated or confused

Question 9

Workers who create many innovative ideas for adding value for customers are probably good at:

Answer 9

Unlearning what they know about the process.

Question 10

Value can be added for customers using standard work by:

Answer 10

Ensuring that the customer’s problem is solved completely.