Chapter 3

Question 1

lean was originally developed as a concept for reducing ______ in a manufacturing environment.

Answer 1

Waste

Question 2

“change for the better” in terms of lean

Answer 2

Kaizen

Question 3

TQM

Answer 3

total quality management

Question 4

TQM benefits

Answer 4

Improved employee engagement and morale
A reduction in production or product costs
Decreased cycle times
More satisfied customers

Question 5

BPR

Answer 5

Business Process Reengineering

Question 6

BPR process can be ________ and only happen when processes are obsolete or badly broken

Answer 6

Costly

Question 7

Rummler-Brache foundational component

Answer 7

Nine Boxes Model

Question 8

Rummler-Brache has a __ phase improvement approach

Answer 8

6

Question 9

method used in Agile programing endeavors in technical departments

Answer 9

Scrum

Question 10

Scrum method us based on a _____ time frame

Answer 10

short

Question 11

CME

Answer 11

customer experience management method

Question 12

Primary purpose of CEM

Answer 12

to align processes throughout an organization with customer satisfaction goals

Question 13

_______ lets teams create and implement small-scale solutions quickly, often providing problem resolution the same day

Answer 13

JumpStart

Question 14

When to use Six Sigma

Answer 14

Facing the unknown
Problems are widespread and not identified
Solving complex problems
Cost are closely tied to processes