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LinkedIn Learning Quiz Q&A's > Operational Excellence > Flashcards

Operational Excellence Flashcards

1
Q

What is the Kano Model?

A

Model of how customers perceive quality (in a product or offering), on three levels: Dissatisfiers, Satisfiers, and Delighters

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2
Q

What are Dissatisfiers?

A

Basic quality attributes that MUST be present to eliminate customer dissatisfaction. However, their presence does not INCREASE satisfaction (just removes dissatisfaction). Basic requirements.

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3
Q

What are Satisfiers?

A

Peformance quality attributes that increase customer satisfaction, depending on how well the service is executed

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4
Q

What are Delighters?

A

Excitement quality attributes. Having them can increase satisfaction exponentially, but not having them doesn’t decrease satisfaction.

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5
Q

What is Quality at the Source?

A

Quality assured at the point where the work is performed, to avoid passing defects downstream

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6
Q

What is Quality by Design? What are some tools to achieve it?

A

Error prevention built into the design (of a product or service). Poka-yoke/mistake proofing.

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7
Q

What is Quality by Process Monitoring or Control?

A

Using tools to check for correct settings and practice

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8
Q

What is Quality by Self Check and Verification?

A

Setting protocols to check for quality

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9
Q

What are the 3 levels of error proofing?

A
  1. Prevention
  2. Facilitation
  3. Detection
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10
Q

At its core, lean is about ________ waste and ________ value to customers.

A

minimizing, maximizing

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11
Q

What are the 8 types of waste?

A 
Transport
Inventory
Motion
Waiting
Overproduction
Overprocessing
Defects
Skills underutilized
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12
Q

What is a value stream?

A

Processes, activities and resources, including information, used to transform inputs into outputs that are saleable to customers

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13
Q

What is the Theory of Constraints?

A

The output of a value stream is only as fast as the slowest processing step, bottleneck or constraint

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14
Q

To improve the rate of output or throughput, focus on ___________ until it is no longer a __________.

A

improving the constraint, limiting factor

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15
Q

What is Just-in-Time Flow?

A

Items or transactions are produce, processed or delivered just in time, as they are needed, at the same rate of customer demand

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16
Q

What tool can be used to mitigate and anticipate the risk of failure?

A

FEMA: Failure Modes and Effects Analysis

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17
Q

What are the FEMA evaluation questions?

A
  • What can possibly go wrong?
  • In what ways can it fail?
  • What are the effects of the failure modes?
  • What is the severity (score 1-10)?
  • How likely is this to occur (score 1-10)?
  • What controls are in place to detect the cause or failure mode (score 1-10)?
18
Q

Severity x Occurrence x Detection =

A

Risk priority number (RPN)

19
Q

What is a Control Plan?

A

A tool that provides process owners and operators with the means to control a process so that it performs well on an ongoing basis.

20
Q

A Control Plan specifies which 5 things?

A 
Control subjects
Desired target or specification
How actual performance is made known
Action triggers
Responsible and authorized persons
21
Q

Key roles of organizational leaders and process owners (in terms of operational excellence):

Embrace and encourage right _______ and ______.

A

mindsets and behaviors

3.1 Key roles…

22
Q

Key roles of organizational leaders and process owners (in terms of operational excellence):

Ensure ______, _______ and _______ are aligned.

A

metrics, goals and rewards

3.1 Key roles…

23
Q

Key roles of organizational leaders and process owners (in terms of operational excellence):

Confirm employees are _______ and have the correct _____.

A

capable, skills

3.1 Key roles…

24
Q

Key roles of organizational leaders and process owners (in terms of operational excellence):

Enable employees to know what’s _______, what/how to ________, when to _______, and what _______.

A

important, do, intervene, action to take

3.1 Key roles…

25
Q

Key roles of organizational leaders and process owners (in terms of operational excellence):

Give employees sufficient ______.

A

authority

3.1 Key roles…

26
Q

What is a Project Champion?

A

Management representative tasked with ensuring project success.

27
Q

What are the various types of projects and methodologies for operational excellence?

A

Process Management
Projects
Lean Projects
Six Sigma DMAIC/DMADV Projects

(3.3 Choose the Right Methodology)

28
Q

Which tool is useful for scoping project boundaries and identifying stakeholders?

A

SIPOC diagram

3.3 Choose the Right Methodology

29
Q

What is Kaizen?

A

a well organized, structured and facilitated event to improve a work area, a department, a process or an entire value stream.

(3.5 Lean event, kaizen or workout)

30
Q

When is a Kaizen event applicable?

A

When quick analysis or improvements can be achieved, that don’t require rigorous analysis

(3.5 Lean event, kaizen or workout)

31
Q

The key to a successful kaizen event is _______

A

planning

3.5 Lean event, kaizen or workout

32
Q

Which type of project should you run when you don’t know the root causes, factors or drivers of performance?

A

Six Sigma DMAIC

3.6 Six Sigma DMAIC

33
Q

Which equation is the underlying premise of Six Sigma? What does it mean?

A

y=f(x)

y is the outcome you want to change. x is the cause(s) of the outcome you want to change.

(3.6 Six Sigma DMAIC)

34
Q

What happens in the “D” phase of DMAIC projects?

A 
Project is defined
Team is selected
Project is launched
Performance outcome (Y) is defined

(3.6 Six Sigma DMAIC)

35
Q

What happens in the “M” phase of DMAIC projects?

A

Measure:

  • Define size and scope of the project
  • Measure the performance of (Y) by collecting data

(3.6 Six Sigma DMAIC)

36
Q

What happens in the “A” phase of DMAIC projects?

A

Analyze and determine the key X’s that impact the performance of Y

The more specific the Y, the quicker the analysis of x

(3.6 Six Sigma DMAIC)

37
Q

What happens in the “I” phase of DMAIC projects?

A

Improve:

  • Develop solutions for each proven x
  • Test and implement each solution

(3.6 Six Sigma DMAIC)

38
Q

What happens in the “C” phase of DMAIC projects?

A

Control:

- Establish protocols to sustain the improvements
3. 6 Six Sigma DMAIC

39
Q

What are 3 characteristics of Design for Six Sigma (DFSS)?

A

1) Quality is designed in from the start
2) Requirements flow down
3) Quality is predictable

(3.7 DMADV)

40
Q

To improve buy-in for and acceptance of operational excellence, ensure that the right _______ and _______ are implemented.

A

metrics, performance targets

3.8 Implementation challenges

LinkedIn Learning Quiz Q&A's (5 decks)

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