Page 437 - Six Sigma Demystified

f i n a l e x a m 417

18. The QFd matrix shown in Figure F.57 indicates that
A. the customer places a strong value on the kids’ menu.
b. internal management thinks that friendliness of staff is important.
c. plate prep is a key process requirement.
d. wait staff training is a key issue for meeting important customer
requirements.

19. The QFd matrix shown in Figure F.57 indicates that
A. preprep is critical to meeting the temperature demands of customers.
b. the most important operational requirement for culinary satisfaction is
the menu offerings.
c. the most important operational requirement for culinary satisfaction is
the cook training.
d. None of the above are true.

20. The QFd matrix shown in Figure F.57 indicates that
A. the House of Italy provides a good benchmark for culinary satisfaction.
b. the House of Italy is preferred to Mama Mia’s for pricing.
c. the House of Italy is preferred to Mama Mia’s for staff friendliness.
d. All the above are true.

21. comparing the number of cook staff with cook staff training in the
QFd matrix shown in Figure F.57 ,
A. number of cook staff is more important in meeting customer demands.
b. cook staff training is more important in meeting customer demands.
c. number of cook staff is not correlated with any key customers
demands.
d. None of the above are true.

22. In a SIPOc analysis, inputs include
A. data.
b. output from other processes.
c. products from suppliers.
d. all the above.

23. In a SIPOc analysis, outputs include
A. data.
b. results, value-added products or services, payments, documentation, and input to
other processes.
c. results and value-added products or services.
d. results, value-added products or services, and resources.