Q$17$: A resilient process is one where:

A$-$ Output does not change when an unwanted variation in inputs occurs $($Hammam & Perplexity$)$

B$-$ All inputs are converted into a variety of outputs using minimal resources

C$-$ Output changes with minimal variation in inputs $($Poe$)$

Q$18$: You want to increase efficiency of a government service desk for citizens. If you do so by reducing the number of servers, ensuring that you have enough capacity to address demand

a$-$ You will increase efficiency, but the effectiveness of the service may suffer

b$-$ You will increase efficiency and effectiveness, because public servants would be pushed to work at a faster peace

c$-$ You will not necessarily increase efficiency, because tight capacity will generate ldger queues of citizens waiting to be attended

Q$19$: Six sigma quality programs

A$-$ Radically increase quality by encouraging groups of workers to reengineer the core transformation processes of the company

B$-$ Incrementally increase quality by applying the DMAIC meta$-$routine

C$-$ Centralize quality management responsibility in a Quality Assurance function, who is in charge of identifying and executing opportunities for incremental quality improvement

Q$20$: When designing a process, you would try to

a$-$ Have the most expensive resource as a bottleneck

b$-$ Have the cheapest resource as a bottleneck

c$-$ Avoid having any bottleneck at all