4a. Experience Design, Improvement & Innovation Flashcards
The process of prototyping, ideating, and testing is repeated early in the process because of which of the following?
A) It’s less expensive
B) It’s speedier
C) Leads to more success
D) All of the above
D) All of the above
Which of the following is most similar to co-creation?
A) Co-innovation
B) Co-inventiveness
C) Crowd-creation
D) Crowdsourcing
D) Crowdsourcing
Which of the following best defines customer journey mapping?
A) The process of tracking and describing all the experiences customers have as they encounter a service or set of services
B) The process of taking into account what happens to customers during experiences, and also their responses to them
C) Knowing what happens to customers during their experiences and how those experiences make them feel in every step
D) All of the above
D) All of the above
One-on-One in-depth interviews are best for which of the following customers?
A) Tail customers
B) Satisfied customers
C) Regular customers
D) Business customers
D) Business customers
Which of the following involves companies using information gleaned either from past interactions with a customer or from existing sources and using it to instantaneously customize the shopper’s experience?
A) Proactive personalization
B) Cost reduction
C) Contextual interaction
D) Journey innovation
A) Proactive personalization
The question “Do pages provide the menu?” is an example of which of the following web site review criteria categories?
A) Value
B) Trust
C) Presentation
D) Navigation
D) Navigation
which of the following must a company identify while experiencing the actual “journey” a customer takes?
A) Pain or stress points
B) Opportunities
C) Touchpoints
D) All of the above
D) All of the above
The customer experience can most be enhanced by which of the following?
A) Creating experience clues
B) Focusing on service design
C) Encouraging greater active customer participation in design and delivery
D) Mapping customers’ journey
C) Encouraging greater active customer participation in design and delivery
Which one of the following is a potential consequence of using self-service technology?
A) Computer knowledge
B) Lack of human interaction
C) Wasting time
D) Social interactions
B) Lack of human interaction
Which of the following is often unaccounted for during the design process of products or services?
A) Customers’ needs
B) Employees’ needs
C) Partners’ needs
D) Employees and partners’ needs
D) Employees and partners’ needs
Which of the following C’s of Customer Experience focuses on elements that are considered to be temporal, often localized, planned with obsolescence in mind and across many and changing mediums?
A) Cost
B) Context
C) Consumer
D) Content
D) Content
Which of the following would most likely motivate workers within an organization?
A) Purpose motive
B) Profit motive
C) Bonus motive
D) Master motive
A) Purpose motive
Which of the following is a reason to use body-storming as a design tool?
A) To quickly generate and test out many context and behavior-based concepts.
B) It is a useful way to reach users’ motivations, concerns, perceptions, and reasoning.
C) To bring a typical customer to life and to communicate the value of different concepts to various target groups.
D) It is a good way to debunk assumptions and reveal how people conceive of and order their experiences or activities.
A) To quickly generate and test out many context and behavior-based concepts
Fill in the blank: Once a business recognizes what each customer desires and expects, it is critical to align these needs and expectations with the company’s [#######].
A) Profit
B) Brand
C) Reputation
D) Employees
B) Brand
Which of the following primary customer types is characterized as disliking websites and prefers waiting in line?
A) Self-server
B) People person
C) Crowdsourcer
D) None of the above
B) People person
It is important to do which of the following at each step of the design process?
A) Include real customers at each step
B) Allow stakeholders a say in everything
C) Only include employees when customer interaction is involved
D) Include shareholders since they will also be affected
A) Include real customers at each step
Which of the following best defines ideation?
A) To think about and share ideas
B) Use prototypes for new ideas
C) Eliminate unpopular ideas
D) Be idealistic with suggestions
A) To think about and share ideas
Design thinking leads to which of the following?
A) Greater creativity
B) Better solutions and greater creativity
C) Better solutions
D) Less expensive design issues
B) Better solutions and greater creativity
IBM’s design “Loop” includes all of the following EXCEPT:
A) Analyze
B) Observe
C) Reflect
D) Make
A) Analyze
Explanation:
* Observe refers to immerse yourself in the real-world interviewing users, watching them work, evaluating existing ideas to solve their problems. During the observation, you will be able to comprehend and then empathize with the people involved in the context.
* Reflect means put the team together on the same page, looking within the challenge with the same repertory, sharing information with all team members, and synchronizing the next steps to move forward with confidence.
* Make is the moment where you give concrete form to abstract ideas, allowing the team the chance to try out new ideas and see them take effect in the real world. It’s crucial to give form to the ideas because they are the artifact that you will consider evaluating the impact of your solutions to solve your user problems. Remembering: The earlier you make, the faster you learn.
Which of the following observation techniques is used when photographing a consumer within a space, such as a hospital waiting room, over two or three days?
A) Shadowing
B) Behavioral mapping
C) Consumer journey
D) Focus groups
B) Behavioral mapping
In a successful customer journey management, which of the following steps involves creating a holistic understanding of the journey experience and performance, as well as identifying key patterns and behavior shifts?
A) Connect the Multi-Channel Journey
B) Operationalize
C) Continuously Learn and Improve
D) Derive Insights
A) Connect the Multi-Channel Journey
Mystery shopping has become highly successful and allows organizations to do which of the following?
A) Critique their own organization
B) Critique the mystery shoppers
C) Critique the process
D) Critique the neighbors
A) Critique their own organization
Fill in the blank: [ ######] is one of the most common techniques for designing the service delivery process.
A) Customer contact intensity
B) Internal process design
C) Service blueprinting
D) Technology infusion
C) Service blueprinting
One of the reasons ideation is most helpful is because of which of the following?
A) It includes the thoughts of the customers only
B) It includes the customers and employees
C) It includes only front-line employees
D) It does not include the constraints of existing solutions
D) It does not include the constraints of existing solutions
Which of the following correctly identifies the value offering in the Progression of Economic Value?
A) Commodities, goods, services, experiences
B) Experiences, goods, services, commodities
C) Commodities, services, goods, experiences
D) Goods, services, commodities, experiences
A) Commodities, goods, services, experiences
Which of the following is an example of a digital service?
A) Word processing software
B) Online newspaper
C) Online banking
D) Internet store
C) Online banking
Which of the following best defines customer journey mapping?
A) The process of tracking and describing all the experiences customers have as they encounter a service or set of services
B) The process of taking into account what happens to customers during experiences, and also their responses to them
C) Knowing what happens to customers during their experiences and those experiences make them feel in every step
D) All of the above
D) All of the above
According to Pink, which of the following is needed to produce mastery?
A) Flexibility
B) Reward
C) Freedom
D) Engagement
D) Engagement
Explanation: Pink argues that traditional “carrot and stick” approaches to motivation are becoming outdated. Despite this, extrinsic motivation, or “Type X” behavior (motivating people using rewards external to work), is often deep-rooted
In contrast, intrinsic motivation, or “Type I” behavior (when people are self-motivated because they’re given the freedom to do the work they enjoy), is increasingly common in modern workplaces, where routine work is often outsourced. In these kinds of environments, innovation and creativity are key. So, it’s essential that people are allowed to thrive by doing work that they’re truly passionate about.
Which of the following is an example of an unmanaged touchpoint?
A) Viral e-mail
B) Online ads
C) Blog
D) Both A and C
D) Both A and C
Which of the following occurs through ongoing experimentation and active analysis of customer needs, technologies, and services in order to spot opportunities to extend the relationship with the customer?
A) Journey innovation
B) Contextual interaction
C) Proactive personalization
D) Cost reduction
A) Journey innovation
When it comes to “experience” definition, in which from the following experience areas, organizations and other establishments differ?
A) In-Name-Only Experiences
B) Experiential Marketing
C) User Experience
D) Customer Experience
A) In-Name-Only Experiences
Explanation: In-Name-Only means the company is saying they are doing CX but they say and don’t back it with actions, and actions speak louder than words…
In terms of brand presence and experience design, which level of brand presence is best served by a brand website?
A) First level - no awareness
B) Second level - recognition
C) Third level - recall
D) Fourth level - top of mind
A) First level - no awareness
Which of the following is one of the two common mistakes organizations typically make when measuring the service experience?
A) Speaking with customers or users multiple times
B) Speaking with customers who have only used a single service channel
C) Speaking with customers as they move from touchpoint to touchpoint
D) Speaking to staff regularly about customer satisfaction data
B) Speaking with customers who have only used a single service channel
When employees are able to perform their work without the usual constraints of strict policies and procedures that demand compliance behavior, they have which of the following?
A) Autonomy
B) Mastery
C) Purpose
D) None of the above
A) Autonomy
What is the main benefit of a well-designed customer experience strategy?
A) Improved experience for the customer
B) Improved experience for the staff
C) Improved efficiency and cost reduction
D) All of the above
D) All of the above
IDEO, a design consulting firm in California, believes the design thinking process should begin with which of the following?
A) Implementing
B) Refining and testing
C) Synthesizing and defining
D) Observing and empathizing
D) Observing and empathizing
Which of the following BEST describe elements of the Service Safari method?
A) Takes time to define, assembly in a travel kit, may be cultural
B) May be co-designed, large numbers of insights, ideas, more truthful responses
C) First-hand experience, may be outside client industry, more objective
D) Simple continuum, mapping, history of group or people
C) First-hand experience, may be outside client industry, more objective
Explanation: Service Safari is a research tool that helps designers develop interesting insights and inspirations by experiencing a service in first-person, as they were ‘in the shoes’ of a user.
Which of the following is an example of a digital application?
A) Word processing software
B) Online newspaper
C) Online banking
D) Internet store
A) Word processing software
Explanation: A digital application (also called an app) is simply a computer program created to carry out or facilitate a task on a computing device.” However, not all computer programs can be called applications. Digital is the opposite of analog
Which of the following teams shape user interfaces?
A) Design
B) Analytics
C) Development
D) Marketing
A) Design
A shopper’s experience is instantaneously and immediately customized based on information gathered from past interactions with the customer or culled from existing sources, is an example of which of the following?
A) Automation
B) Contextual interaction
C) Proactive personalization
D) Journey innovation
C) Proactive personalization
Which term best refers to the current company concept of customer behavior?
A) Sell what we buy
B) Referral-based
C) Preference-based
D) Correlations among assortments
C) Preference-based
Explanation: Preference-based approach: analyzing how the individual uses his preferences to choose an element(s) from the set of alternatives
[ #### ] thinking can play a role as a vehicle of innovation that combines the disciplines of creative development and process engineering.
A) Design
B) Process
C) Creative
D) Innovative
A) Design
When it comes to the OOB (Out-of-Box) experience for a product, the customer’s experience consists of which of the following?
A) The price of the product
B) The product’s usefulness
C) The service in relate to the product
D) Both B and C
B) The product’s usefulness
Fill in the blank: For service designers, the objects of design are experiences over [XXXXXXXX].
A) Expectations
B) Time
C) Perception
D) Space
B) Time
Which term best describes the point at which a business is actively exploring which channel(s) can support its activities?
A) Brand presence
B) Brand interaction
C) Brand transaction
D) Brand quality
B) Brand interaction
Explanation: It is not Brand Presence, as presence is related to the awareness customers will have about the brand. Here we’re talking about supporting activities, which requires interaction with the customers
Which of the following could be described as a user experience?
A) Experiences with retail brands
B) Emotional effect of services, impact quality of life
C) Interactions with technology
D) Call to customer service
C) Interactions with technology
Which of the following is a reason to use draw the experience as a design tool?
A) To quickly generate and test out many context and behavior-based concepts.
B) It is a useful way to reach users’ motivations, concerns, perceptions, and reasoning.
C) To bring a typical customer to life and to communicate the value of different concepts to various target groups.
D) It is a good way to debunk assumptions and reveal how people conceive of and order their experiences or activities.
D) It is a good way to debunk assumptions and reveal how people conceive of and order their experiences or activities.
Which of the following is the best design tool for users to highlight key issues of the current design and provide insights for design improvements?
A) Shadowing
B) Extreme user interviews
C) Role playing
D) Character profiles
B) Extreme user interviews
Which of the following is the most accurate statement?
A) Crowdsourcing can provide useful insights, and may be a substitute for co-creation.
B) Crowdsourcing can provide useful insights, but it is not a substitute for co-creation.
C) Crowdsourcing is the best process for useful insights as a substitute for co-creation.
D) Crowdsourcing is for useful insights from customers, co-creation provides insights from employees.
B) Crowdsourcing can provide useful insights, but it is not a substitute for co-creation.
Which of the following is the major roadblock for a company to avoid in developing a revolutionary application?
A) Resistance to change
B) Setting up cross-functional team
C) Gathering domain experience
D) Technology
A) Resistance to change
Which of the following can be defined as consistent, intentional, differentiated, and valuable?
A) Random experience
B) Predictable experience
C) Branded experience
D) Both predictable and branded
C) Branded experience
Which of the following refers to our abilities to handle and manage relationships?
A) Personal competence
B) Social competence
C) Emotional competence
D) Behavior competence
B) Social competence
Which of the following is an advantage of touchpoints?
A) Opportunity to listen to customers
B) Better understand customer needs
C) Predict future choices of customers
D) All of the above
D) All of the above
Which of the following design tools is a good way to communicate a concept to the team and evaluate how to refine the design?
A) Body storming
B) Shadowing
C) Quick-and-dirty prototyping
D) Character profiles
C) Quick-and-dirty prototyping
3-D images of products, live camera image of a new home’s neighborhood, and Bionic Eye are all examples of which of the following?
A) AR (augmented reality)
B) AR (assisted reality)
C) FR (future reality)
D) FR (focused reality)
A) AR (augmented reality)
Which of the following gives the person the ability to persuade and influence others using effective strategies, such as friendliness, rewards, coercion, expertise, and co-opting?
A) Personal competence
B) Social competence
C) Emotional competence
D) Behavior competence
B) Social competence
Explanation: Coercive, Reward, Legitimate, Referent, Expert, and Informational are the 6 bases of social power, described by social psychologists John French and Bertram Raven
Excellent products must appeal to users on which of the following levels of appeal for it to be considered well designed?
A) Cognitive appeal
B) Emotional appeal
C) Both a cognitive and an emotional appeal
D) None of the above
C) Both a cognitive and an emotional appeal
The efforts of a qualitative Persona design for customer experience reveals which of the following?
A) Value of a customer to a business
B) How customers currently behave
C) Where to reach customers with targeted messages
D) The how and why customers make decisions
D) The how and why customers make decisions
Which of the following is one of the two common mistakes organizations typically make when measuring the service experience?
A) Speaking with customers or users multiple times
B) Speaking with customers who have only used a single service channel
C) Speaking with customers as they move from touchpoint to touchpoint
D) Speaking to staff regularly about customer satisfaction data
B) Speaking with customers who have only used a single service channel
IDEO, a design consulting firm in California, proposes which of the following steps related to their Design Process?
A) Synthesize, generate ideas, refine, implement
B) Define, ideate, prototype, test
C) Synthesize, generate ideas, prototype, test
D) Define, ideate, refine, implement
D) Define, ideate, prototype, test
Which of the following can be seen as both experience and value?
A) Service
B) Care
C) Performance
D) Access
C) Performance
Which of the following design tools is used to perform a process or execute a specific task, and ask participants to describe aloud what they are thinking?
A) Visualization
B) Thinking Aloud
C) Prototyping
D) Mind Mapping
B) Thinking Aloud
Which of the following is an example of a self-servicing capability?
A) In-store repairs
B) Customer service desk
C) Product servicing
D) Mobile applications that allow customers to complete transactions
D) Mobile applications that allow customers to complete transactions
In general, how many negative customer experiences could it take to lose a customer’s loyalty?
A) 3
B) 2
C) 1
D) 4
C) 1
Which of the following is an example of a one-dimensional attribute?
A) Brakes stop a car
B) Low prices on cars
C) Bank refunding a service fee before the customer asks
D) Checks getting processed
B) Low prices on cars
Explanation: One dimensional attributes (Performance / Linear) are characteristics that directly correlated to customer satisfaction. Increased functionality or quality of execution will result in increased customer satisfaction. Conversely, decreased functionality results in greater dissatisfaction. Example: If a smartphone’s storage capacity doubles compared to the previous model while the price remains unchanged, most consumers will be happy
Leaders believe companies become more efficient and effective as a result of which of the following?
A) Fewer complaints
B) Fewer mistakes
C) Fewer suggestions
D) Fewer employees
B) Fewer mistakes
Explanation: The common misconception about high-performing teams is that they make few to no errors. Academic research across a wide range of teams from a variety of industries demonstrates that great teams make more mistakes than average teams
Which of the following pairs related to the Progression of Economic Values is shown INCORRECTLY?
A) Extract/Commodities
B) Make/Goods
C) Stage/Experiences
D) Deliver/Quality
D) Deliver/Quality
Explanation: The progression should have been presented this way (here you can also see it by the correct following order)
1. Extract/Commodities
2. Make/Goods
3. Deliver/Services
4. Stage/Experiences
Which of the following best defines a human-centered design process?
A) A problem-solving process involving future, current, and past customers.
B) A problem-solving process addressing the needs of the customers of an organization.
C) A problem-solving process that incorporates the needs of customers, employees and business stakeholders.
D) A problem-solving process related to customer experience of companies.
C) A problem-solving process that incorporates the needs of customers, employees and business stakeholders.
Fill in the blank. The fundamental concept to embrace when you design a service is that perceived quality is defined by the gap between [ XXXXXXX ].
A) What people experience and what they don’t get
B) Expectations and perceptions
C) Experiences, expectations, and perceptions
D) What people expect and what they actually experience.
D) What people expect and what they actually experience.
In the past, new services were usually designed by which of the following methods?
A) Customer input
B) Employee suggestions
C) Trial and error
D) Profit expectations
C) Trial and error
Which of the following is the final phase of the journey mapping experience?
A) Evaluate and prioritize
B) Design new experiences
C) Add detail to understand
D) Evaluate and frame the issue/opportunity
B) Design new experiences
The responsibility for a customer’s experience belongs to which of the following?
A) The firm and a product’s manufacturer
B) The firm and the customer
C) The customer and a firms employees
D) The manufacturer of a product
A) The firm and a product’s manufacturer
Which of the following design tools observe and record users’ behavior without interfering with their activities?
A) Character profiles
B) Fly on the wall
C) Role playing
D) Draw the experience
B) Fly on the wall
Which of the following helps you structure, design, and align touchpoint interactions as they unfold over time?
A) Customer blueprint
B) Service blueprint
C) Customer ecology
D) Service ecology
B) Service blueprint
Which of the following is an example of a cross-channel service offered by a company?
A) Email
B) IVR
C) Click to call back
D) Call center
C) Click to call back
Thinking about the hotel industry and creating a great experience, which of the following rules includes giving guests full information about optional extra charges on a website so they are transparent and expected?
A) Get bad experiences over with early
B) Stick to rituals
C) Build customer commitment through choice
D) Segment pleasure, combine the pain
C) Build customer commitment through choice
Excellent products must appeal to users on which of the following levels of appeal, for it to be considered well designed?
A) Cognitive appeal
B) Emotional appeal
C) Both a cognitive and an emotional appeal
D) None of the above
C) Both a cognitive and an emotional appeal
Which of the following design tools is a valuable way to reveal design opportunities and show how a product might affect or complement users’ behavior?
A) Draw the experience
B) Shadowing
C) Character profiles
D) Fly on the wall
B) Shadowing
Which of the following strategies for encouraging the use of digital money management includes putting money management where customers can see it?
A) Letting customers know you have money management
B) Educating customers about the benefits of money management
C) Making enrollment as simple as a single click
D) Providing practical advice that’s fun and easy to use
A) Letting customers know you have money management
Which of the following uses social technologies like Facebook contests, public communities, and ideation websites to generate new product and service ideas?
A) Crowdsourcing
B) Co-creation
C) Co-innovation
D) Co-inventiveness
A) Crowdsourcing
Which of the following is the first step in persona building?
A) Locate your customers
B) Describe your customers
C) Connect with current customers
D) Understand customers’ decision-making process
B) Describe your customers
Which of the following involves using knowledge about where a customer is in a journey physically (entering a hotel) or virtually (reading product reviews) to draw him forward into the next interactions the company wants him to pursue?
A) Journey innovation
B) Contextual interaction
C) Proactive personalization
D) Cost reduction
B) Contextual interaction
Which of the following journey map construction tools is used with a group of customers to help engage them into the mapping process and encourages them to share their experiences, expectations, feelings and emotions at every stage of integration?
A) Discovery and co-creation
B) Customer surveys
C) Focus groups
D) In-depth interviews
A) Discovery and co-creation
Classic service design involves which of the following approaches?
A) Insights research, workshops, service blueprinting
B) Service proposition development, concept sketches and presentations
C) Experience prototyping, testing, and delivery
D) All of the above
D) All of the above
Which of the following correctly identifies the sequence for design of a new product or service?
A) Documentation, research, ideation, prototypes, analysis
B) Ideation, research, analysis, documentation, prototypes
C) Prototypes, ideation, documentation, ideation, research
D) Research, analysis, ideation, prototypes, documentation
D) Research, analysis, ideation, prototypes, documentation
IBM design thinking includes which of the following?
A) Human-centered outcomes
B) Company-centered outcomes
C) Employee-centered outcomes
D) All of the above
A) Human-centered outcomes
Fill in the blank: For service designers, the objects of design are experiences over [ ####### ] .
A) Expectations
B) Time
C) Perception
D) Space
B) Time
Which of the following design tools is a useful way to bring a typical customer to life and to communicate the value of different concepts to various target groups?
A) Role playing
B) Draw the experience
C) Character profiles
D) Quick-and-dirty prototyping
C) Character profiles
In general, there are three primary types of customers that interact with almost every organization, which of the following is NOT one of those personas?
A) People person
B) People pleaser
C) Self-server
D) Crowdsourcer
B) People pleaser
Which of the following design tools sets up a scenario and act out roles, with or without props, focusing on the intuitive responses prompted by the physical enactment?
A) Body storming
B) Shadowing
C) Character profiles
D) Fly on the wall
A) Body storming
Which of the following experience arenas can be applied to both using human-computer interfaces, and using any physical offering?
A) Experiential Marketing
B) User experience
C) Customer Experience
D) In-Name-Only Experiences
B) User experience
A human-centered design process must begin with which of the following?
A) Customer journey maps
B) Research to understand customers needs and motivations
C) Defining customer personas
D) Customer-employee interactions
B) Research to understand customers needs and motivations
Which of the following can be defined as inconsistent and unintentional?
A) Random experience
B) Predictable experience
C) Branded experience
D) Both predictable and branded
A) Random experience
Which of the following design tools is used to identify individuals who are extremely familiar or completely unfamiliar with the product and ask them to evaluate their experience using it?
A) Quick-and-dirty prototyping
B) Extreme user interviews
C) Character profiles
D) Fly on the wall
B) Extreme user interviews
Which of the following could be used to detail how customers would interact with a municipal water company regarding whether or not customers would care about installation of new meters?
A) Customer Experience Index
B) Journey map
C) Customer billing
D) WoM program
B) Journey map
Which of the following is the first step in persona building?
A) Locate your customers
B) Describe your customers
C) Connect with current customers
D) Understand customers’ decision-making process
B) Describe your customers
In which of the following channels knowledge is best delivered?
A) Face-to-face
B) Bit-to-bit
C) Voice-to-voice
D) Text-to-text
A) Face-to-face
What are the five broad phases of Design Thinking?
A) Empathize, Define, Ideate, Prototype, Test
B) Empathize, Ideate, Ideate, Prototype, Iterate
C) Define, Measure, Analyze, Ideate, Test
D) Define, Measure, Analyze, Improve, Test
A) Empathize, Define, Ideate, Prototype, Test
Which of the following questions is the LEAST useful to ask, before adopting Design Thinking?
A) Is there executive support for Design Thinking?
B) Will business users have time/willingness to participate?
C) Can our organization accep rapid testing, failing and course correction?
D) Are the employees creative enough to find it useful?
D) Are the employees creative enough to find it useful?
Explanation: Design Thinking is used to bring back the natural discovery of the world into a professional context. Everybody has creative potential; Design Thinking’s ultimate deliverable is to help bring it back to life.
In Project Management, what does the “Triple Constraint” describe?
A) The relationship between limited time, resources and money on a project
B) The relationship between limited time, budget and scope on a project
C) The relationship between limited time, quality and scope on a project
D) The relationship between limited time, budget and money on a project
B) The relationship between limited time, budget and scope on a project
Explanation: The Triple Constraint is the relationship between time, budget and scope on a project. Also known as the ‘iron triangle’ and ‘the project managment triangle’.
All of the following are common mistakes in design thinking, EXCEPT:
A) Not addressing the empathy phase
B) Not identifying the right problem to solve
C) Not falling in love with the suggested prototype
D) Not validating or testing the ideas and prototypes with final users
C) Not falling in love with the suggested prototype
Jack is a business owner of ABC Childcare. Based on anecdotal customer feedback, Jack and his teams agreed that something must be done to address the parents’ pain points when picking up their children at the end of a working day. Action items were created to address the parents’ pain points but fast forward four months later none of the action plans were followed through by the team members, and parents were still unsatisfied with the after-hours pickup experience. What was broken in this case?
A) Adoption
B) Accountability
C) Both A and B
D) None of the above
C) Both A and B
Explanation:
- Choosing not to follow-through on solving a known customer concern demonstrated the organization’s lack of customer-centric/vision adoption. A company with high customer centricity would mean that parents’ pain points would have been placed at the forefront of employees’ minds and addressed promptly.
- The case also displayed the lack of follow-through and understanding of the impact that is not actioning the agreed action plan (accountability) had on the customers (parents).
Fishbone (Ishikawa) Analysis contains traditional list of six categories of root causes. Which one does NOT include in the traditional list?
A) Manpower
B) Money
C) Material
D) Method
B) Money
Traditionally, a fishbone diagram contains six categories.
- Manpower – staffing levels, training, workload balancing
- Machines – machines, technology, failures, bugs, defects
- Material – raw materials, information, anything that is used or consumed
- Method – processes, and procedures
- Measurement – errors, inspections, quality, metrics
- Environment – weather, natural disasters, physical spaces, “acts of God.”
You can also create your categorical system if the traditional ones do not work.
Which of the following RCA (Root Cause Analysis) techniques is not designed to identify multiple root causes for the same problem?
A) Fishbone (Ishikawa) Analysis
B) Pareto Charts
C) 5 Whys
D) A3 Problem Solving
C) 5 Whys
5 Whys can be used in Fishbone Analysis, as to identify one root cause of a category, but in general it is a techniques to get to the ONE reason something is happaning.
