Senior management has the responsibility to ensuring that the prevailing culture encourages internal-customer relationship

 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
  1. Kaizen means ___________
  1. Gradual Improvement
  2. Satisfaction
  1. Continuous & gradual improvements
  1. Continuous change
  1. Kaizen principles include-
  1. Focus on customers
  2. Create work team
  1. Inform every employee
  1. All of the above
  1. POM stands for _______
  1. Process- oriented management
  2. Project Oriented management
  3. Project originated management
  1. Proper original management
  1. ________ 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
  1. ________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
  1. A communication map is similar to a ________
    1. Spiral diagram
    2. Spider diagram
    3. Cross diagram
  1. None of these
  1. 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
  1. An internal customer have a right to expect and receive
    1. Information germane to their tasks
    2. Support to fulfill corporate objectives
    3. Courtesy and respect
  1. All of the above
  1. The first part of enablement equation is ________
  1. Training
  2. Communicating
  1. Motivation
  1. Empowerment
  1. The enablement equation consists of ________
  1. Communication + Training + Incentives
  1. Communication + Training + Motivation + Money
  1. Communication + Training + Motivation + Empowerment
  1. None of these
  1. Most common methods of researching customers and market include
  1. Personal meetings
  1. Customer focus groups
  2. Customer panels
  3. All of the above
  1. 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
  1. __________ is an invaluable source of actualize data and is a common way of gathering mass information cost effectively.
  1. Market Research
  2. Mystery Shopping
  1. Customer Interview
  1. Perception Surveys
  1. 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
  1. 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
  1. A loyalty scheme should never be a substitute for ________ and service values.
    1. Core quantity
    2. Core quality
  1. Rewards
  2. Customers
  1. Loyalty building processes and activities must be based on ________
    1. Incentive Scheme
  1. Loyal customers
  1. Customer research
  1. General consumers
  1. VEA stands for ________
  1. Value Enhance applications
  1. Voice Enhanced applications
  1. Voice enhanced auto dialer
  1. None of these
  1. The characteristics of a learning organization include.
  1. Learning culture and climate
  1. Reward flexibility
  1. Adoptable structure
  1. All of them
  1. A ___________ is a description of how a company will achieve its formal objectives and goals.
  1. Strategy
  1. Plan
  2. Blueprint
  1. Culture
  1. What makes a company‟s culture?
  1. Accounts of personal successes
  2. Company‟s Logo
  3. Management information system
  4. All of the above
  1. 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
  1. _________ and team autonomy are the foundation of corporate structure in Kaizen companies.
  1. Work teams
  1. Individuals
  2. Employees
  3. None of them
  1. Market research gives a ________ picture to the company.
    1. Micro
    2. Macro
  1. True
  2. Imaginary
  1. Kaizen promotes the idea of ___________ via many small evolutionary steps.
    1. Changes
    2. Progress
    3. Advancing
  1. Team building
  1. A _______ in a Kaizen company must be a first- class communicator.
  1. Customer
  2. Managing Director
  1. Team Leader
  1. Employee
  1. __________ 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
  1. Kaizen makes ___________ a natural and never- ending process.
  1. Marketing
  2. Communicating
  1. Customer Care
  1. Training
  1. All Kaizen„s instruments are ___________ centered.
  1. Human
  2. Customers
  3. Product
  4. Quality
  1. A „Kaizen person‟ shows:
  1. Attention to detail
  1. A forward-looking approach
  1. A willingness to co-operate
  1. All of the above
  1. Kaizen team leaders are appointed on the basis of their-
  1. Motivating
  1. Communicating
  1. Training abilities
  2. All of the above
  1. 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
  1. Which of the following are the instruments of kaizen?
    1. Quality circle
    2. Process-oriented management
  1. Visible management
  2. All of the above
  1. JIT is a______________
    1. Production system
    2. Manufacturing system
  1. Operation system
  2. All of the above
  1. CFM stands for______________
  1. ______________ is a manual-production scheduling technique controlled by a process operator or machine operator.
  1. CFM
  1. Kanban
  1. JIT
  2. Quality circle
  1. SPC stands for______________
  1. 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
  1. 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
  1. All the 6 elements of customer satisfaction must be developed and delivered concurrently to provide truly excellent customer care.
  1. True
  2. False
  1. 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
  1. 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
  1. 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
  1. 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
  1. 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
  1. Effective research is not depend upon:
  1. Guarantee cards
  1. Methods
  1. Data sharing
  2. Expert analysis
  1. Research method can be classified as-
  1. Active
  2. Passive
  1. Both a &b
  1. None
  1. 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
  1. A loyalty schemes should never be a substitute for core quality and service values.
  1. True
  2. False
  1. VDT stands for_______________
  1. BBC stands for_______________
  1. 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
  1. 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
  3. None
  1. _________________ 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
  1. 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
  1. The technology should always be a tool within a customer service operation, never the master.
  1. True
  1. False
  1. TQM stands for_________________
  1. ISDN stands for_________________
  1. 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
  1. Customer doesn‟t have a good reason for responding to research requests.
  1. True
  1. False
  1. Research overcome „market myopia‟ and reduces operational risks to manageable odds.
  1. True
  2. False
  1. Communicate in a kaizen company has eight definite purposes these are-
  1. Engender
  1. Enable
  1. Both a &b
  1. None
  1. “Kaizen” is a Japanese term meaning_______
  1. A foolproof mechanism
  1. Just-in-time (JIT)
  1. Setting standards
  1. Continuous improvement
  1. 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
  1. “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
  1. Based on his 14 Points, Deming is a strong proponent of-
    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
  1. 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
  1. EDI stands for_________________
  1. 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
  1. Which term refers to a signaling device?
  1. Muda
  1. Kaizen
  2. Poka-yoke
  3. Kanban
  1. 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
  1. 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
  1. The benefits of Kaizen are what?
    1. Improved sales
  1. Improved production
  2. Improved growth of a company
  1. All of the above
  1. Kaizen is a Japanese innovation, but where was it invented?
    1. Canada
    2. England
    3. America
  1. China
  1. In Kaizen, who is tasked with developing company improvements?
  1. Middle management
  2. Executive management
  1. All employees
  2. The workers
  1. A facility always views itself as what in Kaizen?
  1. Imperfect
  2. Perfect
  1. Inconsistent
  1. In need of help
  1. Kanban is a visual system for controlling production.
  1. True
  2. False
  1. The ultimate objective in JIT objective is to minimize the amount of inventory on hand.
  1. True
  1. False
  1. Kaizen is best integrated with what?
  1. 5S
  2. Kanban
  1. Lean Manufacturing
  1. All of these answers
  1. The focus of Kaizen is the _____?
  1. “End user”
  1. “Customer”
  1. “Manager”
  2. “Employees”
  1. 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
  1. 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
  1. One of the early innovators of Kaizen was what company?
  1. Toyota Motor Company
  1. Ford
  2. General Motors
  1. Mercedes-Benz
  1. Managers are expected to regularly visit what?
    1. Executive meetings
  1. Human resources
  2. Work areas
  3. Sales meetings
  1. 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
  1. 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
  1. Kanban is a visual system for controlling production.
  1. True
  1. False
  1. Which term connotes waste and inefficiency?
  1. Muda
  1. Poka-yoke
  1. Kaizen
  1. Kanban

Senior management has the responsibility

  1. Which one is not included in the list of seven wastes?
  1. Overproduction
  2. Insufficient work method
  3. product defects
  1. poor product design
  1. RDA stands for_________________.
  1. Communication serves more purposes than informing employees about the content and intent of a customer care policy”
  1. True
  2. False
  1. A communication ,ap is similar to a spider diagram:
  1. True
  1. False
  1. All kaizen‟s instruments are not human-centered.
  1. True
  2. False
  1. Kaizen‟s instruments are appropriate for manufacturing companies or production discipline only.
    1. True
    2. False
  1. Kaizen does not depend on specialist groups, but on every employee individually.
    1. True
    2. False
  1. Teams are the essential building blocks of corporate structure in kaizen companies.
    1. True
    2. False
  1. A kaizen approach helps organizations discover the root causes of customer dissatisfaction and provides the systems and attitudes for introducing improvement..
  1. True
  2. False

Senior management has the responsibility

  1. Senior management has the responsibility to ensuring that the prevailing culture encourages internal-customer relationship
  1. True
  1. False
  1. Enabling means taking a holistic approach to individual development.
  1. True
  1. False

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