‫بسم هللا الرحمن الرحيم‬

The Qualifying Program for Total Quality &Excellence

Process Thinking
Final Examination Question Paper
Nov- 2017
Name: Khalid B. Ahmed

Time allowed: 2 hours

Q. 1 MCQs:
Each question has one correct/best answer. Make a circle on the letter of
the most correct answer:
 . No penalty will be given for incorrect answers.
All MCQ questions must be answered in the MCQ sheet

1- Improved results may be assessed from a number of perspectives

A- The customer’s perspective
B- The employee’s perspective
C- The supplier’s or other partner organization’s perspective
D- Society’s perspective
E- All of the above (*)

2. Customer requirements can be classified:

A- Expected, wanted and excitement. (*)
B- Satisfy and not satisfy.
C- Good, service and information
D- All of the above

3. The key elements of processes are:

A. input(s)
B. output(s).
C. a sequence of steps.
D. All of the above. (*)

1
4- Measures fall basically into two categories …
A. results and processes (*)
B. Perceptions and Facts
C. attributes and variables
D. enumerative and analytic

5. Run charts can be used to

A. indicate the spread of data
B. show upward and downward trends
C. help identify different causes of variation
D. A & B (*)
E. A & C

2- stakeholders
A- They are those who receive the outcome that the system produces
B- They are all interested parties within costumer
C- They are all interested parties without costumer (*)

2. The outcome to customer can come in a number of forms:

A- Goods
B- Services
C- Information
D- Results
E- All of the above (*)

3. Types of data are:

A. hard and soft (*)
B. attributes and variables.
C. enumerative and analytic.
D. All of the above.
E. A & B

4- Measures fall basically into two categories …

A. results and processes (*)
B. Perceptions and Facts
C. attributes and variables
D. enumerative and; analytic

2
Q. 2: Write the answer true or false for each statement below:

Primary (or direct) customers of an organisation are those who directly T

receive the output from it.
process improvement takes a ‘stable’ process as its starting point, and T
identifies ways to improve the output from that process
When considering samples, we use the terms population to describe F
those units actually selected for sampling.
We use the term data set to describe any set of values that can be T
analysed by one or more of these methods.
A process from which all special causes of variation have been T
removed is known as a stable process.
‘Customers’ that exist as part of this internal service chain, within an T
organization, are termed internal customers
Problem solving takes a ‘stable’ process as its starting point, and F
identifies ways to improve the output from that process
A process ‘a sequence of activities that transforms inputs into required T
outputs
Result measures these are internal measures which track what is going T
on within the processes themselves.
Economy Measure is the cost of a resource compared to the value of T
the resource or input.

Q. 3: Write short notes about the following:

(A) Customers:

They are those who receive the outcome that the system produces
– the users of product or service for which the system is intended
………………………………………………………………………………
………………………………………………………………………………
………………………………………………………………………………

3
(B) A system view

It’s a view of organization it term of what it does, or how the work

flows through it.
………………………………………………………………………………
(C) Deployment Flowcharts?

Also known as integrated or vertical column flowcharts, define a

process in more detail, by identifying the role of various participants
in the process.
……………………………………………………………………………

(D) Value for money (VFM)

it measures how much of the output conforms to customer

requirements..…………………………………………………………………………………

VFM = value of output

cost of input

………………………………………………………………………………
……………………………………………………………………

(E) Data, information, and knowledge:

Data: is facts and feedback that come from measurement

Information: is data interpreted to give some meaning

4
Knowledge: is information used for a practical purpose

Q. 4: Explain the following by diagram:

(A) Elements of ‘System of Profound Knowledge’:

………………………………………………………………………………
………………………………………………………………………………
………………………………………………………………………………
………………………………………………………………………………

(B) ‘Organogram’:

………………………………………………………………………………
………………………………………………………………………………
………………………………………………………………………………
………………………………………………………………………………
(C) The PDSA Cycle

………………………………………………………………………………
………………………………………………………………………………
………………………………………………………………………………
………………………………………………………………………………
………………………………………………………………………………