What is the main purpose of using the Pugh Matrix?

To compare multiple alternatives against a baseline

What is the purpose of a sprint in Agile Project Management?

To complete a specific set of features within a fixed time period

What is the House of Quality used for?

To visually represent customer requirements and technical specifications

What is the primary purpose of the Kano Model?

To categorize customer preferences and satisfaction

What is a False Alarm?

A point outside the control limits that results only from common causes

To make complex decisions with several alternatives and criteria

What is the role of the Development Team during a sprint?

To self-organize and complete the work defined in the sprint backlog

What happens when the sample size increases?

The control chart will become more sensitive

Which of the following is NOT one of the four values outlined in the Agile Manifesto?

Following a plan over responding to change

In which of the following situation can the customer be perceived as a product?

The customer attends an online course

What is the Service Recovery Paradox?

Effective recovery may boost customer satisfaction after service failure

What are the two key components that contribute to achieving a Flow state?

Clear goals and immediate feedback

What is a "stable process"?

A process that is free from assignable causes of variation

What can be said about the relation between customer Satisfaction and Loyalty?

High customer satisfaction can lead to loyalty, it does not guarantee it.

Which of the following is an example of Extrinsic Motivation?

Completing a project to receive a bonus

What type of organizational culture is likely to emerge from a Theory Y management approach?

A culture of collaboration and trust

Which of the following characteristics is NOT associated with Black Swan Events?

They occur regularly and can be anticipated

What can be said about the Cp and Cpk values?

Cpk=Cp implies perfect centering

How to enhance the Intrinsic Motivation among employees?

By providing meaningful work and growth opportunities

What is characteristic for Kansei Engineering?

It includes emotional and sensory aspects into the design process

In Herzberg's theory, what constitutes "Motivators"?

Recognition, achievement and opportunities for growth

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2025 Spring QM - Quiz 2

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Questions 38

Answers

1
What is the main purpose of using the Pugh Matrix?
To assess employee performance according to company policies
To compare multiple alternatives against a baseline
To translate customer needs into technical specifications
To identify customer segments
2
What is the purpose of a sprint in Agile Project Management?
To hold extensive meetings with stakeholders
To complete a specific set of features within a fixed time period
To conduct team-building activities
To finalize project documentation
3
Whats does RPN stand for in risk management?
Risk Performance Number
Risk Performance Norm
Risk Planning Network
Risk Priority Number
4
Which attributes increase customer satisfaction when present but do not cause dissatisfaction when absent?
Must-be attributes
Performance attributes
Excitements attributes
Indifferent attributes
5
What is the House of Quality used for?
To plan the launch of new products
To manage costs and revenues in projects
To visually represent customer requirements and technical specifications
To calculate the costs of poor quality
6
Which of the following steps comes first in Risk Management?
Identifying the root cause of the risks
Calculating the RPN
Identifying the risks
Developing action plans
7
In the Kano Model, which category represents features that customers expect and that are taken for granted?
Excitement attributes
Indifferent attributes
Performance attributes
Must-be attributes
8
What is the primary purpose of the Kano Model?
To categorize customer preferences and satisfaction
To identify and assess project risks
To define project timelines
To evaluate team performance
9
Assuming that IQ is N(100,15²). What is the probability of IQ<70
About 1 per 1000
About 2.5%
About 70%
About 1/3
10
What is a False Alarm?
A point inside the control limits though the process is out of control
A point outside the control limits that results only from common causes
An error message due to poor software development
A product that is outside the specifications
11
When to use AHP?
To make complex decisions with several alternatives and criteria
To make simple decisions
To train and motivate employees
To analyze and draw conclusions from historical sales data
12
What are the limit lines called in a control chart?
Swimlanes
Control limits
Specification limits
Tolerance limits
13
What type of control chart is used to monitor the number of defects?
Xbar-R chart
X-MR chart
c-chart
p-chart
14
Which of the following are at the base of Maslow's Pyramid of Needs?
Safety needs
Esteem needs
Self-actualization needs
Physiological needs
15
What is the role of the Development Team during a sprint?
To oversee the work of the Scrum Master
To estimate project costs
To self-organize and complete the work defined in the sprint backlog
To manage the project scope and timelines
16
Which of the following is NOT a customer role?
Customer as product
Customer as manager
Customer as user
Customer as resource
17
Assume that Cp=1.71 and Cpk=1.65. What can be concluded?
Process capability is good
The rate of defects is about 1%
Process capability is poor because process variation is too large
Process capability is poor because of poor centering
18
What happens when the sample size increases?
The capability of the process increases
The control limits become wider
The control chart will become more sensitive
The false alarm rate increases
19
Which of the following is NOT one of the four values outlined in the Agile Manifesto?
Individuals and interactions over processes and tools
Working software over comprehensive documentation
Following a plan over responding to change
Customer collaboration over contract negotiation
20
In which of the following situation can the customer be perceived as a product?
The customer sleeps at a hotel
The customer fills in a customer satisfaction survey
The customer buys a new car
The customer attends an online course
21
What is the Service Recovery Paradox?
Service failures lead to permanent loss of customers
Effective recovery may boost customer satisfaction after service failure
Customers are dissatisfied regardless of the service recovery efforts
Customers will always prefer lower prices over service quality
22
Who is the father of SPC and control charts?
Fisher
Deci
Shewhart
Deming
23
How many gaps are there in the Gap Model?
Indefinite number of gaps can occur
Twelve
Five
Two
24
What are the two key components that contribute to achieving a Flow state?
External rewards and competition
Clear goals and immediate feedback
Structured environments and routines
High skill and low challenge
25
In FMEA, which of the following factors is NOT considered when calculating the RPN?
Severity
Occurence
Duration
Detection
26
What is the False Alarm Rate when 3-sigma limits are used?
About 5%
Indetermined
About 1 in 370
It depends on the sample size
27
What is a "stable process"?
A process that yields very few defects
A process that is influenced only by external factors
A process with no variation
A process that is free from assignable causes of variation
28
What can be said about the relation between customer Satisfaction and Loyalty?
Customer satisfaction and loyalty are unrelated
Customer loyalty is only based on price, not satisfaction
High customer satisfaction always guarantees customer loyalty
High customer satisfaction can lead to loyalty, it does not guarantee it.
29
Which of the following ISO standards deals with Risk Management?
ISO 9004
ISO 14001
ISO 9001
ISO 31000
30
Which of the following is an example of Extrinsic Motivation?
Reading a book for pleasure
Participating in a sports teams for the enjoyment of the game
Completing a project to receive a bonus
Practicing a musical instrument for personal fulfillment
31
According to Deci's Self-Determination Theory, which is NOT one of the three basic psychological needs?
Authority
Relatedness
Competence
Autonomy
32
What type of organizational culture is likely to emerge from a Theory Y management approach?
A culture of fear and compliance
A culture focused solely on profits
A culture that discourages employee input
A culture of collaboration and trust
33
Which of the following characteristics is NOT associated with Black Swan Events?
They can be explained in hindsight
They occur regularly and can be anticipated
They have a massive impact
They are rare and unpredictable
34
What can be said about the Cp and Cpk values?
Cp and Cpk can only take positive values
The Cpk can be larger than Cp
Cpk=Cp implies perfect centering
If the process mean deviates from the target, the Cp will decrease
35
How to enhance the Intrinsic Motivation among employees?
By enforcing rigid procedures and rules
By providing meaningful work and growth opportunities
By strictly monitoring the performance of employees
By focusing on financial rewards
36
What is characteristic for Kansei Engineering?
It emphasizes aesthetics over usability
It includes emotional and sensory aspects into the design process
It ignores customer feedback entirely
It focuses only on functionality
37
Who is associated with the development of Flow Theory?
Herzberg
Csikszentmihalyi
Maslow
Kahneman
38
In Herzberg's theory, what constitutes "Motivators"?
Salary and benefits
Recognition, achievement and opportunities for growth
Job security and company policies
Working conditions and relations with colleagues

2025 Spring QM - Quiz 2 Flashcards | StudBud