Kaizen_Professional__(Certification) - Customer doesn‟t have a good reason for responding to research requests. true false
- 1. Need Answer Sheet of this Question paper, contact aravind.banakar@gmail.com www.mbacasestudyanswers.com ARAVIND – 09901366442 – 09902787224 Kaizen_Professional__(Certification) Multiple Choices: 1. Kaizen has been called the single most powerful philosophy in- 1. Chinese Management 2. Japanese Management 3. European Management 1. Canadian Management 2. Kaizen means ___________ 1. Gradual Improvement 2. Satisfaction 1. Continuous & gradual improvements 1. Continuous change 3. Kaizen principles include- 1. Focus on customers 2. Create work team 1. Inform every employee 1. All of the above 4. POM stands for _______ 1. Process- oriented management 2. Project Oriented management
- 2. 3. Project originated management 1. Proper original management 5. ________ is a formal part of fulfilling business plans, strategies and projects in Kaizen Companies. 1. Visible Management 2. Cross-functional Management 3. Just-in-time management 4. Process-oriented management 6. ________is a manual – production scheduling technique controlled by a process operator or machine operator. 1. Visible Management 1. Kanban 1. Cross- functional management 1. None of these 7. A communication map is similar to a ________ 1. Spiral diagram 2. Spider diagram 3. Cross diagram 1. None of these 8. The fundamental purpose of drawing a communication map is to highlight where- 1. Employees to be recruited 1. Communication needs to be improved 2. Employees to be terminated 3. Communication need to be removed 9. An internal customer have a right to expect and receive 1. Information germane to their tasks 2. Support to fulfill corporate objectives
- 3. 3. Courtesy and respect 1. All of the above 10. The first part of enablement equation is ________ 1. Training 2. Communicating 1. Motivation 1. Empowerment 11. The enablement equation consists of ________ 1. Communication + Training + Incentives 1. Communication + Training + Motivation + Money 1. Communication + Training + Motivation + Empowerment 1. None of these 12. Most common methods of researching customers and market include 1. Personal meetings 1. Customer focus groups 2. Customer panels 3. All of the above 13. A customer panel consists of a number of people who reflect the typical profile of a ______ 1. Market Strategy 1. Customers 1. Market Segment 1. None of these 14. __________ is an invaluable source of actualize data and is a common way of gathering mass information cost effectively. 1. Market Research 2. Mystery Shopping
- 4. 1. Customer Interview 1. Perception Surveys 15. Customers must have a good reason for responding to research requests. They must feel that 1. Their comments are genuinely valuable 1. They will ultimately benefit from suggestions 1. Their comments will remain confidential 1. All of the above 16. One of Kaizen maxims that a strong three- way relationship should exists between a company, Its customers and its own ________ 1. Employees 1. Product 2. Suppliers 3. Managers 17. A loyalty scheme should never be a substitute for ________ and service values. 1. Core quantity 2. Core quality 1. Rewards 2. Customers 18. Loyalty building processes and activities must be based on ________ 1. Incentive Scheme 1. Loyal customers 1. Customer research 1. General consumers 19. VEA stands for ________ 1. Value Enhance applications 1. Voice Enhanced applications
- 5. 1. Voice enhanced auto dialer 1. None of these 20.The characteristics of a learning organization include. 1. Learning culture and climate 1. Reward flexibility 1. Adoptable structure 1. All of them 21. A ___________ is a description of how a company will achieve its formal objectives and goals. 1. Strategy 1. Plan 2. Blueprint 1. Culture 22.What makes a company‟s culture? 1. Accounts of personal successes 2. Company‟s Logo 3. Management information system 4. All of the above 23.A Kaizen approach can discover the root cause of _______ and help o introduce improvements. 1. Customer satisfaction 1. Customer behavior 1. Customer dissatisfaction 2. Customer‟s perception 24._________ and team autonomy are the foundation of corporate structure in Kaizen companies. 1. Work teams 1. Individuals
- 6. 2. Employees 3. None of them 25.Market research gives a ________ picture to the company. 1. Micro 2. Macro 1. True 2. Imaginary 26.Kaizen promotes the idea of ___________ via many small evolutionary steps. 1. Changes 2. Progress 3. Advancing 1. Team building 27. A _______ in a Kaizen company must be a first- class communicator. 1. Customer 2. Managing Director 1. Team Leader 1. Employee 28.__________ are brief, focused, participatory and a vital part of the two-way management process. 1. Research 2. Team Meetings 1. Employee participation 1. None of these 29.Kaizen makes ___________ a natural and never- ending process. 1. Marketing 2. Communicating 1. Customer Care
- 7. 1. Training 30.All Kaizen„s instruments are ___________ centered. 1. Human 2. Customers 3. Product 4. Quality 31. A „Kaizen person‟ shows: 1. Attention to detail 1. A forward-looking approach 1. A willingness to co-operate 1. All of the above 32.Kaizen team leaders are appointed on the basis of their- 1. Motivating 1. Communicating 1. Training abilities 2. All of the above 33.Team meeting are brief, focused, participatory an a vital part of the______________ 1. One way process 1. Two way process 2. Both a & b 3. None 34.Which of the following are the instruments of kaizen? 1. Quality circle 2. Process-oriented management 1. Visible management 2. All of the above
- 8. 35. JIT is a______________ 1. Production system 2. Manufacturing system 1. Operation system 2. All of the above 36.CFM stands for______________ 37. ______________ is a manual-production scheduling technique controlled by a process operator or machine operator. 1. CFM 1. Kanban 1. JIT 2. Quality circle 38.SPC stands for______________ 39.What is the full form of PDCA______________ 1. Planning-Do-Check-Act 1. Plan-Do-Check-Action 1. Plan-Do-Check-Act 1. Plan-Doing-Check-Apply 40.Which of the following are the customer satisfaction elements? 1. The product element 2. The sales element 3. The location element 1. All of the above 41. All the 6 elements of customer satisfaction must be developed and delivered concurrently to provide truly excellent customer care. 1. True 2. False
- 9. 42.Which of the following is not the right of internal customer? 1. Courtesy and respect 2. Being available, approachable and responsive 3. Honest 1. Ethical 43.A communication map will help identify each person‟s direct internal customers and the communication channel which link them and serve the service chain. 1. True 2. False 44.According to the Enablement equation what to do “when an employee does not know how to do it? 1. Empower 2. Train 1. Communicate 2. Motivate 45.Which of the following are the most common method of researching customers and market? 1. Personal meeting by a company executive 2. Customer panel 1. Customer focus group 2. All of the above 46.The survey conducted as either face-to-face, telephone or postal interviews, these surveys are a useful way of actively gathering mass information. 1. Customer interview videos 1. Customer focus groups 2. Opinion / perception surveys 3. Customer comment cards 47. Effective research is not depend upon:
- 10. 1. Guarantee cards 1. Methods 1. Data sharing 2. Expert analysis 48.Research method can be classified as- 1. Active 2. Passive 1. Both a &b 1. None 49.Today‟s customers also expect companies to enter into an equally strong socio- community-ecological partnership that demonstrates its social responsibility. 1. True 1. False 50.A loyalty schemes should never be a substitute for core quality and service values. 1. True 2. False 51. VDT stands for_______________ 52.BBC stands for_______________ 53. A „strategy‟ is a _______________ 1. Description of how a company will achieve its formal objectives and goals 1. A product of relationship marketing 1. To maintain a clear focus on vision and mission 1. All of the above 54.Which of the following is not the characteristic of a learning organization? 1. Formative accounting and control 1. Intra and inter-organization learning 2. Create work teams
- 11. 3. None 55. _________________ permits customer to use a limited vocabulary to interact with the system. 1. Text to speech 1. Voice recognition 2. Multiple language support 1. None 56.This facility enables the production of management reports on the productivity of the system and of individual telephone operator. 1. Intelligent dialing 1. An interface to neural network 1. Call data reporting 2. None 57. The technology should always be a tool within a customer service operation, never the master. 1. True 1. False 58.TQM stands for_________________ 59.ISDN stands for_________________ 60.Those customer who are loyal to the supplier rather than a transient bait known as- 1. Ordinary customer 2. Committed customer 3. Both a &b 4. None 61. Customer doesn‟t have a good reason for responding to research requests. 1. True 1. False
- 12. 62.Research overcome „market myopia‟ and reduces operational risks to manageable odds. 1. True 2. False 63.Communicate in a kaizen company has eight definite purposes these are- 1. Engender 1. Enable 1. Both a &b 1. None 64.“Kaizen” is a Japanese term meaning_______ 1. A foolproof mechanism 1. Just-in-time (JIT) 1. Setting standards 1. Continuous improvement 65.A recent consumer survey conducted for a car dealership indicates that, when buying a car, customers are primarily concerned with the salesperson’s ability to explain the car’s features, the salesperson’s friendliness, and the dealer’s honesty. The dealership should be especially concerned with which dimensions of service Quality? 1. Communication, courtesy, and credibility 2. Competence, courtesy, and security 1. Competence, responsiveness, and reliability 2. Communication, responsiveness, and reliability 66.“Quality is defined by the customer” is_________ 1. An unrealistic definition of quality 1. A user-based definition of quality 1. A manufacturing-based definition of quality 2. A product-based definition of quality 67. Based on his 14 Points, Deming is a strong proponent of-
- 13. 1. Inspection at the end of the production process 2. An increase in numerical quotas to boost productivity 3. Looking for the cheapest supplier 1. Training and knowledge 68.Which of these are the two main functions of Kaizen that an organization has to perform apart from the other goals like removal of waste and quality management? 1. Maintenance 1. Cutting down on the workforce 1. To increase the pressure on the employees 1. None 69.EDI stands for_________________ 70.The ultimate objective in a JIT system is: 1. Maintain low inventory 1. Produce high quality 1. Minimize waste 1. Match demand with a balanced flow 71. Which term refers to a signaling device? 1. Muda 1. Kaizen 2. Poka-yoke 3. Kanban 72. Which one is not a building block of JIT? 1. kanban and small lot sizes 2. personnel/organizational issues 1. product design 1. process design
- 14. 73. A kanban card is used to signal that:. 1. A machine has broken down 1. A worker is falling behind and needs help 1. A defect has occurred 1. Parts are needed 74. The benefits of Kaizen are what? 1. Improved sales 1. Improved production 2. Improved growth of a company 1. All of the above 75. Kaizen is a Japanese innovation, but where was it invented? 1. Canada 2. England 3. America 1. China 76. In Kaizen, who is tasked with developing company improvements? 1. Middle management 2. Executive management 1. All employees 2. The workers 77. A facility always views itself as what in Kaizen? 1. Imperfect 2. Perfect 1. Inconsistent 1. In need of help 78.Kanban is a visual system for controlling production. 1. True
- 15. 2. False 79. The ultimate objective in JIT objective is to minimize the amount of inventory on hand. 1. True 1. False 80.Kaizen is best integrated with what? 1. 5S 2. Kanban 1. Lean Manufacturing 1. All of these answers 81. The focus of Kaizen is the _____? 1. “End user” 1. “Customer” 1. “Manager” 2. “Employees” 82.Kaizen leaders do what with employee suggestions? 1. Toss them in the garbage. 1. Give them to employees for review 1. Pass them on to executive managers 1. Review them and give each serious consideration 83.Rewards should be given to encourage what? 1. Reducing workplace injuries 1. Suggesting ideas for improvement 2. Achieving higher production goals 1. Meeting cleanliness goals 84.One of the early innovators of Kaizen was what company? 1. Toyota Motor Company
- 16. 1. Ford 2. General Motors 1. Mercedes-Benz 85.Managers are expected to regularly visit what? 1. Executive meetings 1. Human resources 2. Work areas 3. Sales meetings 86.Standardizing Kaizen means what? 1. Ensure Kaizen functions the same as Lean 1. Ensuring Kaizen is integrated for the life of the company 2. Ensuring all employees think and act alike 3. Ensuring the “customer’s” needs are always met 87.The role of a Kaizen leader is what? 1. To develop all ideas to improve quality 2. To implement all ideas 1. To promote Kaizen in all duties and interactions 1. To foster specialization in the workplace 88.Kanban is a visual system for controlling production. 1. True 1. False 89.Which term connotes waste and inefficiency? 1. Muda 1. Poka-yoke 1. Kaizen 1. Kanban 90.Which one is not included in the list of seven wastes?
- 17. 1. Overproduction 2. Insufficient work method 3. product defects 1. poor product design 91. RDA stands for_________________. 92.Communication serves more purposes than informing employees about the content and intent of a customer care policy” 1. True 2. False 93.A communication ,ap is similar to a spider diagram: 1. True 1. False 94.All kaizen‟s instruments are not human-centered. 1. True 2. False 95.Kaizen‟s instruments are appropriate for manufacturing companies or production discipline only. 1. True 2. False 96.Kaizen does not depend on specialist groups, but on every employee individually. 1. True 2. False 97. Teams are the essential building blocks of corporate structure in kaizen companies. 1. True 2. False 98.A kaizen approach helps organizations discover the root causes of customer dissatisfaction and provides the systems and attitudes for introducing improvement..
- 18. 1. True 2. False 99.Senior management has the responsibility to ensuring that the prevailing culture encourages internal-customer relationship 1. True 1. False 100. Enabling means taking a holistic approach to individual development. 1. True 1. False Need Answer Sheet of this Question paper, contact aravind.banakar@gmail.com www.mbacasestudyanswers.com ARAVIND – 09901366442 – 09902787224