1. Process measurement systems can focus on both hard and soft process issues T or F

2. Which of the following is an example of a process measure?

a.Activity based accounting

b.Customer satisfaction or dissatisfaction

c.Profit margin or turnover of capital

d. Number of changes implemented in a process

3. Which one of these is a key feature of quality improvement?

a. focus on systems

b. ideas from customer and staff

c. ongoing measurement

d. None of the other choices.

e. All of the other choices (except none).

4. Value stream mapping helps to _______

quantify and communicate

to isolate quality circles

create cross-functional teams

identify managements successes

5. Mapping can be used for optimizing which of the following processes?

Designing and sequencing activities

Planning how to perform each activity

Experimenting in a controlled manner

None of the other options

All of the options (except none)