Test 1

Question 1

What is slack?

Answer 1

The latest time an activity can be started without delaying the entire project.

Question 2

What does Process Analysis identify?

Answer 2

lack of/too many control points
redundant/missing steps
bottlenecks/excess capacity
starving points

Question 3

What is a service blueprint?

Answer 3

a type of flowchart used to analyze service operations/products

Question 4

What is the line of visibility?

Answer 4

Deviation between the front and back offices

Question 5

What is fail safing? Poka Yokes?

Answer 5

Removing the possibility of mistakes from the process

Question 6

What type of issues does OM deal with?

Answer 6

Strategic - long-term
Tactical - medium
Operational - short

Question 7

Basic history of OM

Answer 7

Craftsmen –> industrial revolution –> Operations research –> Quality revolution –> today

Question 8

What is a functional strategy?

Answer 8

Area of the business strategy

Question 9

What is the triple bottom line?

Answer 9

Economic (Profit)
Social (People)
Environmental (Planet)

Question 10

What are the phases of PM?

Answer 10

Design & Planning

Monitor & Control

Question 11

What are the four risk management options?

Answer 11

Avoid
Reduce
Transfer
Accept

Question 12

What are the 5S steps?

Answer 12

Sort
Set
Shine
Standardize
Sustain

Question 13

What does Kaizen mean?

Answer 13

good change

Question 14

What is an ishikawa diagram?

Answer 14

cause and effect, fishbone, diagram

Question 15

What is TQM?

Answer 15

Total Quality Management

Question 16

What is QMS?

Answer 16

Quality Management System

Question 17

What is ASQ?

Answer 17

American Society for Quality

Question 18

What is CTQ?

Answer 18

Critical to Quality

Question 19

What is the Pareto Principle?

Answer 19

20% causes 80% failures

Question 20

What is DMAIC?

Answer 20

Define, Measure, Analyze, Improve, Control

Question 21

What is DMADV?

Answer 21

Define, Measure, Analyze, Design, Verify

Question 22

What is SIPOC?

Answer 22

Suppliers, Inputs, Process, Outputs, Customers

Question 23

What is FMEA?

Answer 23

Failure Modes Effect Analysis

Question 24

How many times are you allowed to fail under Six Sigma?

Answer 24

3.4 times per million

Question 25

What are the improvement principles of Six Sigma?

Answer 25

Root cause | Pareto Principle

Question 26

What is six sigma about?

Answer 26

``` High quality and reliability of products/services ROI and financial metrics customer focus project focus use of tools ```

Question 27

What are the process improvement methodologies associated with Six Sigma?

Answer 27

DMAIC | DMADV

Question 28

What must projects in Six Sigma have?

Answer 28

Strategic value, high ROI Address a complex problem improvement change of at least 70%

Question 29

How is RPN calculated?

Answer 29

Severity X Probability of Occurrence X Detect-ability

Question 30

What are the two types of Quality?

Answer 30

Specification/design quality Conformance Quality

Question 31

What are dimensions of specification quality?

Answer 31

Functions Reliability Durability Aesthetics

Question 32

What are the three costs of quality?

Answer 32

``` Appraisal/prevention Internal failure (found within production) External failure (customer found) ```

Question 33

How is service quality measured?

Answer 33

comparing a customer's expectation with the perception of the service (experience)

Question 34

Where do customer expectations come from?

Answer 34

Word-of-mouth Past experience Personal needs

Question 35

What is a Quality Surprise?

Answer 35

PS>ES

Question 36

What is Satisfactory Quality?

Answer 36

ES~PS

Question 37

What is Unsatisfactory Quality?

Answer 37

PS

Question 38

What is acceptance sampling?

Answer 38

Inspecting a completed project, perhaps with a new part supplier, for conformance quality

Question 39

What is TQM (definition)?

Answer 39

management approach that focuses on customer satisfaction as the key CPK

Question 40

What is QMS (definition)?

Answer 40

documents processes and responsibilities for achieving quality policies

Question 41

How does QMS control?

Answer 41

Manuals, guides, and SOPs

Question 42

What are the 5 Whys?

Answer 42

A brainstorming tool to ID the root cause

Question 43

What is a changeover?

Answer 43

non value adding time related to a change of task or product type

Question 44

How to reduce changeover?

Answer 44

Running items in parallel | Shortening the time of activities

Question 45

What kind of improvements does LEAN management focus on?

Answer 45

Less waste Less human effort Less space Less investment in tools

Question 46

What are the seven (+1) wastes of lean management?

Answer 46

1. over production 2. unnecessary stock 3. inefficient transportation 4. unnecessary motion 5. waiting times 6. rejects & defects 7. inappropriate processing 8. unused employee creativity