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Test I. True or False: 10 points 1. A process is a sequence of linked activities that is intended to achieve some result, such as producing a good or service for a customer within or outside the organization. 2. The design aspect of process management focuses on continually seeking to achieve higher levels of performance, such as reduced variation, higher yields, fewer defects and errors, and smaller cycle times. 3. Processes must be measurable and repeatable in order to apply the techniques of process management. 4. Support processes generally require a higher level of attention than do value-creation processes. 5. Assembly of products in a manufacturing plant is an example of a support process. 6. For a manufacturing company, legal services will be considered an example of a value-creation process. 7. Projects generally cut across organizational boundaries and require the coordination of many different departments and functions. 8. Support processes generally add value directly to a product or service. 9. Value-creation process requirements are driven by internal customer needs. 10. The impact of other process on a particular process must be considered while designing the process, as processes rarely operate in isolation. Test II. Review Questions. 1. What is process mapping? Why is it important in process design? 2. Why do people make inadvertent mistakes? How does poka-yoke help prevent such mistakes? 3. Describe the elements of any control system. 4. What is breakthrough improvement? How does it differ from kaizen