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OMIS 442 Final Exam questions well answered
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OMIS 442 Final Exam questions well answered
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OMIS 442 Final ExamWhich guru discussed classes (satisfiers, dissatisfiers, delighters) of customer requirements? - correct
answer ✔✔Kano
Trained in basic quality tools, work on projects part-time and may lead small projects? - correct answer
✔✔Green Belt
A risk assessment technique for identifying potential failures and their consequences - correct answer
✔✔FMEA (Failure Mode Effect Analysis)
Popularized the theory of emotional intelligence and wrote a best selling book called Emotional
Intelligence - correct answer ✔✔Daniel Goleman
Which is a foolproof device that prevents defects from occuring? - correct answer ✔✔Poka yolk
What is the first step in BI's service recovery process? - correct answer ✔✔Apologize for the
inconvenience
Which control chart is used with variable data and monitors the variation in a sample? - correct answer
✔✔R-chart
To change from 3 to 4 Sigma represents a ___ improvement - correct answer ✔✔10-fold
from 3 sigma to 6 sigma is a ____ - correct answer ✔✔20,000 fold improvement
What company originated the slogan "the customer is always right?" - correct answer ✔✔Macys
A method to help transform the voice of the customer into engineering characteristics - correct answer
✔✔QFD (Quality Function deployment)
, The make-or-break moment for customer satisfaction - correct answer ✔✔Moment of Truth
Developing relationships with customers that lead to commitment and investment in the company -
correct answer ✔✔Customer engagement
Deming's PDCA (Plan, do, check, act) cycle was originally called the - correct answer ✔✔Shewhart Cycle
We collect data in which phase of Six Sigma - correct answer ✔✔Measure
Six Sigma focuses on - correct answer ✔✔Effectiveness
Which component of emotional intelligence involves empathy - correct answer ✔✔Social Awareness
Kohlberg's Stage of Moral Development that involves self-interest and fair exchange - correct answer
✔✔Stage 2
Saving a heated email as a draft would be a strategy for which component of emotional intelligence -
correct answer ✔✔self management
PDCA cycle - correct answer ✔✔Plan, Do, Check, Act; Created by Deming
FADE - correct answer ✔✔Focus, Analyze, Develop, Execute
Juran's Breakthrough Sequence - correct answer ✔✔-Proof of the need
-Project Identification
-Organization for Breakthrough
-Diagnostic Journey
-Remedial Journey
-Holding the gains
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