MQM 227 Test 2 Questions and Answers 100% Correct
(T/F) service blueprinting is another name for a flow chart in
process-flow analysis —Answer: true
(T/F) process flow must always be forward and cannot loop back to previous options —
Answer: false
the first step in flow chart analysis is: —Answer: to select an appropriate process for analysis
process elements that might be changed when improving a process include: —Answer: job
design, product or service design, the customer (typically don't change the customer)
lean emphasizes all of the following except: —Answer: increasing utilization of machines
lean emphasizes: —Answer: cross training of workers, set up time reduction, lot size reduction
with regards to suppliers lean systems typically require: —Answer: long term relationships
and commitments
reducing setup time is important because it: —Answer: increases available capacity, increases
flexibility to meet schedule changes, and reduces inventory
meantime between failures: —Answer: is used to measure a product reliability
quality of design: —Answer: is determined before production by market research, quality of
concept, and specifications
not true about the cost of quality —Answer: increasing prevention cost increases appraisal, and
internal and external failure cost
cost of quality —Answer: actually the cost of poor quality
the objective of quality control is: —Answer: to ensure that specifications are met by operations
during production
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, a process control chart: —Answer: separates the assignable cause of variation from the
common cause of variation
assumptions of process control: —Answer: random variability cannot be eliminated,
production processes are not usually found in a state of control, and common causes represent
random variability
process flow analysis —Answer: viewing and analyzing the transformation process as a
sequence of steps connecting inputs to outputs
process flowcharting —Answer: creation of a visual diagram to describe a transformation
process (process mapping, service blueprinting)
guiding principles in creating a flowchart —Answer: identify and select a relevant
transformation process to study
identify an individual or team of individuals to be responsible for developing the flowchart and
analysis
specify the boundaries of the transformation process
identify and sequence the operational steps necessary to complete the output for the customer
identify the performance metrics for the operational steps
draw the flowchart, defining and using symbols in a consistent manner
© 2025 All rights reserved
(T/F) service blueprinting is another name for a flow chart in
process-flow analysis —Answer: true
(T/F) process flow must always be forward and cannot loop back to previous options —
Answer: false
the first step in flow chart analysis is: —Answer: to select an appropriate process for analysis
process elements that might be changed when improving a process include: —Answer: job
design, product or service design, the customer (typically don't change the customer)
lean emphasizes all of the following except: —Answer: increasing utilization of machines
lean emphasizes: —Answer: cross training of workers, set up time reduction, lot size reduction
with regards to suppliers lean systems typically require: —Answer: long term relationships
and commitments
reducing setup time is important because it: —Answer: increases available capacity, increases
flexibility to meet schedule changes, and reduces inventory
meantime between failures: —Answer: is used to measure a product reliability
quality of design: —Answer: is determined before production by market research, quality of
concept, and specifications
not true about the cost of quality —Answer: increasing prevention cost increases appraisal, and
internal and external failure cost
cost of quality —Answer: actually the cost of poor quality
the objective of quality control is: —Answer: to ensure that specifications are met by operations
during production
© 2025 All rights reserved
, a process control chart: —Answer: separates the assignable cause of variation from the
common cause of variation
assumptions of process control: —Answer: random variability cannot be eliminated,
production processes are not usually found in a state of control, and common causes represent
random variability
process flow analysis —Answer: viewing and analyzing the transformation process as a
sequence of steps connecting inputs to outputs
process flowcharting —Answer: creation of a visual diagram to describe a transformation
process (process mapping, service blueprinting)
guiding principles in creating a flowchart —Answer: identify and select a relevant
transformation process to study
identify an individual or team of individuals to be responsible for developing the flowchart and
analysis
specify the boundaries of the transformation process
identify and sequence the operational steps necessary to complete the output for the customer
identify the performance metrics for the operational steps
draw the flowchart, defining and using symbols in a consistent manner
© 2025 All rights reserved
