LSSGB

George sets up a kick-off meeting with the core team members. In the meeting, what kind of behavior would you expect from team members?

• Conflict avoidance since team members are just getting to know one another

• Lots of conflict with issues

• Cohesiveness as the team engages in free flow of information and sharing ideas

• Discontent with repetitive tasks

In a subsequent meeting, Linda Hill, the marketing executive, makes a statement that the manufacturing department has not been producing as per specifications and is therefore largely responsible for the customer complaints. Christopher Payne, the shop floor technician, disagrees with Linda’s statement and they start quarrelling over the issue. You understand that this kind of discussion is counter-productive, so you decide to use which of the following techniques to handle the conflict?

• Withdrawal

• Smoothing

• Forcing

• Do not intervene and let them argue out the issue

One of the first tasks identified is to create a graphic representation of the relevant processes in the company showing the sequence of tasks performed and their relationships. This is referred to as a:

• Process Map

• Problem Statement

• Pareto Chart

• None of the above

You understand the importance of generating ideas which can be helpful in finding a solution. Which of the following tools would you NOT use to do this?

• Surveys

• Focus Groups

• Brainstorming

• Affinity Diagram

You decide that you would like to use brainstorming to get ideas from the team about the issues. In the brainstorming session,

• Every individual on the team is asked to think creatively and write down as many ideas as possible. A facilitator coordinates the brainstorming session and ensures that all individuals are allowed to discuss their ideas.

• Different stakeholders’ goals are measured quantitatively and translated into metrics.

• you create a questionnaire which is filled in by all the participants

• threshold, performance, and attractive attributes are determined

There appears to be several factors which are responsible for the spherical bearings not meeting specifications. You know that usually a small number of causes are responsible for a large number of the effects. So, you ask Christopher Payne to coordinate a study to determine the most important causes of the problems. The tool that Christopher would use is called:

• Multi-voting

• Pareto Chart

• Brainstorming

• Quality Function Deployment

You decide that a Focus Group with some key customers would be beneficial as it would help the team to understand what customers think of the product and maybe get some ideas about potential new features. Since Linda Hill interacts daily with customers, you and George ask her to coordinate a Focus Group session. How many people would you ideally want to have in this group?

• Less than 5

• 7

• 11

• More than 13

As a facilitator in the Focus Group discussion, your main objective would be to:

• create an environment which fosters conflict and surfaces hidden issues

• create an environment which allows for free flow of information and also ensures that appropriate questions get discussed and answered

• allow the more influential customers more time to speak in the discussion because they are very important to the company

• None of the above

After the Focus Group discussion, you spend some time with the customers trying to determine product characteristics including threshold, performance, and attractive attributes. Which technique would you use to capture this information?

• NGT

• Kano Model

• QFD

• Surveys

At this point in time, you have some idea of customer needs from the information gathered during the Focus Group discussions and use of the Kano Model. The team has also brainstormed for ideas and used Process Maps and Pareto Charts to get a better understanding of the issues. Based on the team’s analysis and input, you have determined that the most important issue to be addressed is variation in the size of the ball bearings. This is an example of:

• COPQ

• Primary Metric

• Consequential Metric

• Problem Statement