LCS Level 1b Question Bank
25/09/2016
Question 1 of 54
The main purpose of process activity maps is which one of the following?
A) To highlight the unevenness of customer demand in the value stream
B) To help us to better understand the flow of the value stream
C) To determine the nature of customer demand in the value stream
D) To suggest future improvement options for the value stream
Question 2 of 54
Which one of the following is a classic problem solving method?
A) Suggestion schemes
B) Five whys
C) Six sigma
D) Value stream mapping
Question 3 of 54
Where should the CI practitioner go in order to learn and discover the facts about work?
A) The planning department
B) The market reserch department
C) The supply chain
D) The Gemba
Question 4 of 54
In the Kano model, which one of the attributes below must be present in order for the service o be
satisfactory for the customer?
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A) Enragers
B) Delighters
C) Performance
D) Basics
Question 5 of 54
Fill in the missing word in this sentance. "According to Kano, the inclusion of one or more
_________ features in the service offering can provide greater differentiation and competitive
advantage"
Question 6 of 54
A tool which is used to understand the most prevalent cause of a problem is which one of
the following?
A) A fishbone diagram
B) The five whys
C) The 3 Cs
D) Pareto analysis
Question 7 of 54
What does a Force Field Analysis help you analyse?
A) The strengths and weakness of the business
B) The external environmental factors affecting the business
C) The pressures for and against a decision or a change.
D) Competitive pressures impacting the business strategy
Question 8 of 54
What quality tool diagram is shown in the image?
Write in its name below
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Question 9 of 54
How many times should you ask the question Why? when searching for the root cause of a
problem?
A) Seven times
B) As many times as necessary
C) Five times
D) Three times
Question 10 of 54
What is the prime purpose of a Spaghetti Diagram?
A) It helps establish the optimum layout for a work area based on observations of the
distances travelled by staff during their routine work.
B) It enables certain staff movement tasks to be automated and more efficient.
C) It enables the creation of cellular layout for a process in the workplace that maximises
process flow.
D) It helps identify the optimum flow of value adding work through a process and reduce
the waste of excess motion.
Question 11 of 54
Complete the missing word.
Control charts are tools used to determine if a manufacturing or business process is in a state
of_______ control.
Question 12 of 54
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The image below is which one of the seven basic tools of quality?
Question 13 of 54
What does the P in SIPOC stand for?
A) Purpose
B) People
C) Plan
D) Process
Question 14 of 54
In Kano's model if a delighter is not present, the customer will which one of the following?
A) Excited
B) Indifferent
C) Enraged
D) Dissatisfied
Question 15 of 54
A product that has sufficient demand to justify dedicated production facilities is which of the following
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A) Runner
B) Repeater
C) Stranger
Question 16 of 54
A product that has intermittent or infrequent demand can be termed which of the following?
A) Runner
B) Repeater
C) Stranger
Question 17 of 54
Brown paper mapping is best used for which one of the following?
A) Understanding the problem
B) Describing the problem
C) Planning and selecting the solution
D) Collecting data
Question 18 of 54
What is the purpose of Red Tags in a 5S exercise?
A) They identify unnecessary items that need to be either thrown out, recycled, or
relocated.
B) They identify key items that are necessary for the production or service delivery
process.
C) The identify items that may have a health and safety impact.
D) The identify items that are excess stock.
Question 19 of 54
In improving workflow, what does ECRS stand for?
(separate each word with a comma)
Question 20 of 54
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A Measles Chart detects problems in which one of the following ways?
A) By showing the root cause of a problem on several dimensions.
B) By highlighting where in the workplace problems take place.
C) By showing the time time of problems in a process.
D) By using a tally sheet to record where quality issues occur.
Question 21 of 54
In brainstorming, to identify the possible reasons for a particular customer complaint, a good
tool to use is which one of the following?
A) Control Charts.
B) Cause and effect analysis.
C) Check Sheets.
D) Pareto analysis.
Question 22 of 54
Which one of the following is not a key part of the control phase in DMAIC?
A) Agreeing the project benefits.
B) Understanding customer requirements.
C) Handing over project responsibilities.
D) Formal sign­off of the new process.
Question 23 of 54
If you were having problems with a printer, including inconsistent line spacing, scrambled text,
missing words and blank pages, which one CI tool below would you use to identify which is
the most significant problem?
A) Pareto Chart.
B) Scatter Plot.
C) Control Chart.
D) Histogram.
Question 24 of 54
In a service environment, pull should be based on what?
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A) TAKT time
B) Service delivery capacity
C) Kanban
D) Real customer demand
Question 25 of 54
For what purpose would you use the "5­Whys" analysis method?
A) Identify the true root cause of a problem.
B) Identify the best solution.
C) Develop a data collection plan.
D) Understand the process at a high level.
Question 26 of 54
The fishbone diagram is used for which of the following?
A) To follow the movement of people in a process.
B) To show the process flow.
C) To determine process capability.
D) To categorise input variables that may be important.
Question 27 of 54
While you are listening to the ideas generated in a brainstorming session, which of the
following is an appropriate activity?
A) Rank the ideas as they are offered.
B) List all ideas without judging them.
C) Sort the ideas bases on education of the presenter.
D) Write down only the ideas that bear further investigation.
Question 28 of 54
In which stage of a Six Sigma DMAIC project are hypothesis tests most frequently used?
A) Define
B) Control
C) Improve
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D) Measure
E)
Analyse
Question 29 of 54
The purpose of Overall Process Effectiveness is which one of the following?
A) To calculate the amount of value add in a process.
B) To evaluate the current productivity of a process.
C) To evaluate the amount of waste in a process.
D) To calculate the amount of time a process should take.
Question 30 of 54
In Value Steam Mapping, what does an Ideal State map show? A) The medium term future configuration of the value stream.
B) A Utopian picture of a perfect value stream.
C) All the opportunities for improvement by employing a wide range of lean techniques.
D) The immediate state of the value stream once initial wastes have been removed.
Question 31 of 54
Which two flows do value streams typically depict?
A) Information flow.
B) Material flow
C) Knowledge flow.
D) Financial flow.
Question 32 of 54
While you are listening to the ideas generated in a brainstorming session, which of the
following is an appropriate activity?
A) List all ideas without judging them.
B) Rank the ideas as they are offered.
C) Write down only the ideas that bear further investigation.
D) Sort the ideas bases on education of the presenter.
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Question 33 of 54
Which of the following are both examples of passive (reactive) voice of the customer data?
A) Service Calls and Warranty Claims.
B) Surveys and Customer Complaints.
C) Focus Groups and Service Calls.
D) Surveys and Interviews.
Question 34 of 54
A Lean team working within the admissions department of a university wants to calculate the
average cycle time to process an application during the peak admissions season. The team
knows that there are 2,760 applications in process, and that the current staff can process 41
per day. Using Little's Law, what is the cycle time in days?
A) 58
B) 45
C) 67
D) 51
E)
73
Question 35 of 54
The first step in the DMAIC improvement model is to define. What does this mean?
A) Make sure the improvements deliver the expected benefits, if not repeat the cycle
B) Identify what needs to be improved and why
C) Scale your test to fit into every day operations
D) The data and the process, making use of available expertise
Question 36 of 54
What tool is used for tallying, indicating process distribution, create a location plot and for
indicating causation?
A) Fishbone Diagram
B) Control Charts
C) Check Sheets
D) Histograms
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Question 37 of 54
What is a Histogram used for?
A) To analyse the nature of customer demand.
B) To measure defects in a process.
C) To illustrate the history of a process.
D) To show how frequently something occurs.
Question 38 of 54
What sort of chart is shown below?
Write in one word only.
Question 39 of 54
Which two of the following are not part of a Cause & Effect diagram?
A) Method
B) Motion
C) Mapping
D) Measurement
Question 40 of 54
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What does FMEA attempt to achieve?
A) To analyse the impact of a product or process fault on customer satisfaction.
B) To identify, assess, mitigate risks with potential failure in a product or process.
C) To check the likelihood of a fault occurring in a product or service.
D) To assess the robustness of a product or service against quality failures.
Question 41 of 54
What is a bottleneck?
A) Something that produces more waste than other areas in the process.
B) A place where a process divides into two sub­processes.
C) Something that constricts or limits the flow of the overall process.
D) A part of a process that requires more labour.
Question 42 of 54
What is cycle time?
A) The time it takes for a product to be manufactured or a service delivered.
B) The total elapsed time from the time a task is started until it is completed.
C) The rate of demand coming into the operation.
D) The shape of product demand over a specific period of time.
Question 43 of 54
What sort of diagram is this?
Write in one word only
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Question 44 of 54
What is the SIPOC tool used for?
A) To analyse the factors that create waste in process.
B) To identify the non­adding value part of a process before improvement work begins.
C) To map out the steps of a process.
D) To identify all relevant elements of a process improvement project before work begins.
Question 45 of 54
What tool could you use when it is not clear:
Who supplies inputs to the process?
What specifications are placed on the inputs?
Who are the real customers of the process?
What are customers' requirements?
Write in one word.
Question 46 of 54
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What is definition of Critical to Quality?
A) Key elements of a product that have a tendency to have quality problems.
B) Critical aspects of a service or product production process that must be focused on by
operators to ensure they do not have any defects.
C) Key measurable characteristics of process whose performance standards must be
met in order to satisfy the customer.
D) Measurable parts of a process that provide data on the extent to which they will meet
the requirements of customers.
Question 47 of 54
What if the name of the systematic method used to find cause­and­effect
relationships between factors affecting a process and the output of that process?
A) Gauge R&R
B) Analysis of Variance.
C) FMEA
D) Design of experiments
Question 48 of 54
What is the purpose of the Gage R&R tool?
A) To measure the amount of variation in a process caused by external factors out of the
control of the operator.
B) To measure the difference in variation cased by the operator and the mechanism for
measuring the process.
C) To measure the amount of variation in a process caused by human activities.
D) To measure the amount of variation in the measurement system arising from the
measurement device and the people taking the measurement.
Question 49 of 54
What sort of statistical test is used to determine whether there is enough evidence in a sample
of data to infer that a certain condition is true for the entire population.
Write in one word
Question 50 of 54
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Which process can be used to capture the requirements and feedback from internal or
external customers?
A) Voice of the supply chain.
B) Voice of the stakeholders.
C) Voice of suppliers.
D) Voice of the customer.
Question 51 of 54
What determines control limits in Statistical Process Control? A) The capability of the product design.
B) The capability of machines and equipment.
C) The capability of the operator.
D) The capability of the process.
Question 52 of 54
What three areas of quality are measured by a Quality Filter Map?
A) Process quality
B) Defect quality
C) Service quality
D) Product quality
Question 53 of 54
What happens in the Bullwhip Effect?
A) Customers gradually face shortages of products over time due to seasonal swings.
B) Stock levels gradually increase throughout the supply chain enabling demand to be
fully satisfied.
C) Stock levels get lower and lower over time due to poor planning and communication.
D) There are increasing swings in stock levels in response to changes in customer
demand as you move further along the supply chain.
Question 54 of 54
What are the two main causes of demand amplification?
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A) The number of decision points in a supply chain where orders can be adjusted.
B) The slow speed of communication among different parts of the supply chain.
C) The number of varieties of the product available throughout the supply chain.
D) The delays in the supply chain while orders wait to be processed and passed on.
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