BUMA 30033: Fundamentals of Business Process Outsourcing 102 2nd Semester 2020-2021 Name _ Section Instructions: Read the questions and instructions carefully The exam must be taken completely alone. Showing it or discussing it with anyone is forbidden. All questions about the exam of any type can only be asked to your professor. No, search engines like Google, etc can be used in any way to assist you in taking the exam. Exams will be marked as per the usual process for marking of end of semester exams. TEST I True or False 1. Quality is not only products and services but also includes people, processes, and the environment. 2. The need to improve an organization's financial condition correlates directly with theprocess of making and measuring quality improvements. 3. A core competency is something an organization does so well it can be viewed as a competitive advantage. 4. SWOT Analysis is the only step needed in the strategic planning process. 5. In a total quality setting, people are responsible for their actions and accountable for their performance. 6. It might be necessary to change an organization's leadership to ensure needed cultural change. 7. The customer in a total quality setting defines quality. 8. Quality Function Deployment is a model for incorporating customer input and feedback into product development. 9. Without empowerment, involvement is just another management tool that doesn't work. 10. Employee empowerment is a new name for participatory management. Participatory management is about managers and supervisors asking for their employees help. Empowerment is about getting employees to help themselves, each other and the company. 11. A quality circle is a group of employees that meets regularly for the purpose of identifying, recommending, and making workplace improvement. 12. To facilitate change in a positive way, leaders must have a clear vision and corresponding goals, exhibit a strong sense of responsibility, be effective communicators, have a high energy level, and have the will to change. 13. A team is a group of people with a common, collective goal. 14. Effective communication means receiving a message, correctly decoding it, and accurately perceiving what it means Communication is the transfer of a message that is both received and understood. Effective communication means that the message is received, understood and acted on in a desired manner. 134 15. Histograms are used to identify trends by charting data over a specified period of time. It is the run chart that records the output results of a process over time. For this reason, the run chart is sometimes called a trend chart. 16. The fishbone diagram is the only tool of the seven tools that is not based on statistics. 17. Control charts are used to investigate the cause of a problem by grouping data into categories. 18. Specification limits are decided by people. 19. Control limits are determined by the process data. 20. Design of experiments is a very sophisticated method for experimenting with processes with the objective of optimizing them. 21. Decision making is a critical task in a total quality setting because an organization cannot proceed until decisions are made. 22. Special variation is the result of factors that are not part of the process and that occur only in special circumstances. Special cause variation always arrives as a surprise. It is a variability that comes from some extraordinary event. This in contrary to common cause variation which is the "noise" within the system and is inherent in the design of the process. 23. Quality Function Deployment is a practice for designing your processes in response to customer needs. 24. Variation in any amount is considered a negative on quality. Highest quality is achieved when the product meets the target value. Any variation to the target value has a negative influence on quality. true 25. A project improvement team should consist of representatives from units that are most closely related to the problem in question. TEST II Multiple Choice Circle the letter before the correct answer in each of the following questions. 1. Which of the following functions is part of the Juran Trilogy? A. Pareto Principle B. Quality planning . Unity of purpose D. Six Sigma Program 2. The most important key in maximizing competitiveness is: A. Education B. Human resources C. Teamwork D. Government 3. Which of the following statements best describe the acronym SWOT? A. Specific, Witness, Opportunities, and Time. Single, Weaknesses, Occasion, and Tactics. C. Strengths, Weaknesses, Opportunities, and Threats. D. Strategic, Weaknesses, Objectives, and Tactics. 4.Partnering can lead to continual improvements in such key areas as relationships between customers and suppliers, customer satisfaction, and A. Increased competitiveness B. Increased resources C. Processes and products 135 D. Quality control5. In a total quality setting. quality is defined by: A. The employee B. The customer C. The management D. The organization 6. Employee empowerment is: A. Employee involvement in decision making. B. Power of the employee to make suggestions that will be reviewed by management 0. Employee input that is heard, seriously considered, and followed up on whether it is accepted or not. D. Power of the employee to make a decision without management involvement. 7. Which of the following is the most appropriate leadership style in a total quality setting? A. Autocratic B. Democratic C. Participative A. D Goal-orientated 3. Which of the following strategies are applied in order to he a good team member? A. Establish ground rules B. Be well prepared and participate 0. Identity success criteria D. None ofthe above 9. What percentage of what is read is remembered and retained? A. 50% B. 30% C. 90% D. 10% 10. Which of the following statements outline the relationship factor? A. ISO 9000 and total quality are not in competition B. ISO 9000 and total quality are not interchangeable C. ISO 9000 is compatible with total quality D. All of the above TEST Ill Identification 1. Is a management approach that strives to provide customers with products and services that satisfy their needs. 2. Aims to eliminate the kind of waste, overproduction, transportation, inventory, motion and over processing. 3. Is a series of actions taken to identity, analyze and improve existing processes within an organization? 4. OMS stands for. 5. Sets out criteria for a quality management system. 6. BPMN stands for? 136 7. A Basic shape which means Input data, output data 8. Used to visually designate a group of tasks. 9. A basic shape which means start, intermediate and events 10. Is used to hide to hide or reveal additional levels of business process detail. 11. Created by KaonJ lshakawa to organize possible causes of problem. 12. Process in which a group quickly generates as many ideas as it can on a particular problem and/or subject. 13. One of the categories which refers to problem caused by a procedure used or done. TEST IV Essay Draw or illustrate a sample ofa \"process". 5 points Explain the basic shapes used in creating BPMN. 5 points Explain briefly the importance of Root Cause Analysis. 5 points Draw and identify a problem you have observed in school or outside using the 6 steps of RCA. 10 points Show by designing a complex process. all basic shapes must be used. 10 points '3" PQN