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1. Need Answer Sheet of this Question paper, contact
aravind.banakar@gmail.com
www.mbacasestudyanswers.com
ARAVIND – 09901366442 – 09902787224
Kaizen_Professional__(Certification)
Multiple Choices:
1. Kaizen has been called the single most powerful philosophy in-
1. Chinese Management
2. Japanese Management
3. European Management
1. Canadian Management
2. Kaizen means ___________
1. Gradual Improvement
2. Satisfaction
1. Continuous & gradual improvements
1. Continuous change
3. Kaizen principles include-
1. Focus on customers
2. Create work team
1. Inform every employee
1. All of the above
4. POM stands for _______
1. Process- oriented management
2. Project Oriented management

2. 3. Project originated management
1. Proper original management
5. ________ is a formal part of fulfilling business plans, strategies and projects in
Kaizen Companies.
1. Visible Management
2. Cross-functional Management
3. Just-in-time management
4. Process-oriented management
6. ________is a manual – production scheduling technique controlled by a
process operator or machine operator.
1. Visible Management
1. Kanban
1. Cross- functional management
1. None of these
7. A communication map is similar to a ________
1. Spiral diagram
2. Spider diagram
3. Cross diagram
1. None of these
8. The fundamental purpose of drawing a communication map is to highlight
where-
1. Employees to be recruited
1. Communication needs to be improved
2. Employees to be terminated
3. Communication need to be removed
9. An internal customer have a right to expect and receive
1. Information germane to their tasks
2. Support to fulfill corporate objectives

3. 3. Courtesy and respect
1. All of the above
10. The first part of enablement equation is ________
1. Training
2. Communicating
1. Motivation
1. Empowerment
11. The enablement equation consists of ________
1. Communication + Training + Incentives
1. Communication + Training + Motivation + Money
1. Communication + Training + Motivation + Empowerment
1. None of these
12. Most common methods of researching customers and market include
1. Personal meetings
1. Customer focus groups
2. Customer panels
3. All of the above
13. A customer panel consists of a number of people who reflect the typical profile of
a ______
1. Market Strategy
1. Customers
1. Market Segment
1. None of these
14. __________ is an invaluable source of actualize data and is a common way of
gathering mass information cost effectively.
1. Market Research
2. Mystery Shopping

4. 1. Customer Interview
1. Perception Surveys
15. Customers must have a good reason for responding to research requests. They
must feel that
1. Their comments are genuinely valuable
1. They will ultimately benefit from suggestions
1. Their comments will remain confidential
1. All of the above
16. One of Kaizen maxims that a strong three- way relationship should exists
between a company, Its customers and its own ________
1. Employees
1. Product
2. Suppliers
3. Managers
17. A loyalty scheme should never be a substitute for ________ and service values.
1. Core quantity
2. Core quality
1. Rewards
2. Customers
18. Loyalty building processes and activities must be based on ________
1. Incentive Scheme
1. Loyal customers
1. Customer research
1. General consumers
19. VEA stands for ________
1. Value Enhance applications
1. Voice Enhanced applications

5. 1. Voice enhanced auto dialer
1. None of these
20.The characteristics of a learning organization include.
1. Learning culture and climate
1. Reward flexibility
1. Adoptable structure
1. All of them
21. A ___________ is a description of how a company will achieve its formal
objectives and goals.
1. Strategy
1. Plan
2. Blueprint
1. Culture
22.What makes a company‟s culture?
1. Accounts of personal successes
2. Company‟s Logo
3. Management information system
4. All of the above
23.A Kaizen approach can discover the root cause of _______ and help o introduce
improvements.
1. Customer satisfaction
1. Customer behavior
1. Customer dissatisfaction
2. Customer‟s perception
24._________ and team autonomy are the foundation of corporate structure in
Kaizen companies.
1. Work teams
1. Individuals

6. 2. Employees
3. None of them
25.Market research gives a ________ picture to the company.
1. Micro
2. Macro
1. True
2. Imaginary
26.Kaizen promotes the idea of ___________ via many small evolutionary steps.
1. Changes
2. Progress
3. Advancing
1. Team building
27. A _______ in a Kaizen company must be a first- class communicator.
1. Customer
2. Managing Director
1. Team Leader
1. Employee
28.__________ are brief, focused, participatory and a vital part of the two-way
management process.
1. Research
2. Team Meetings
1. Employee participation
1. None of these
29.Kaizen makes ___________ a natural and never- ending process.
1. Marketing
2. Communicating
1. Customer Care

7. 1. Training
30.All Kaizen„s instruments are ___________ centered.
1. Human
2. Customers
3. Product
4. Quality
31. A „Kaizen person‟ shows:
1. Attention to detail
1. A forward-looking approach
1. A willingness to co-operate
1. All of the above
32.Kaizen team leaders are appointed on the basis of their-
1. Motivating
1. Communicating
1. Training abilities
2. All of the above
33.Team meeting are brief, focused, participatory an a vital part of
the______________
1. One way process
1. Two way process
2. Both a & b
3. None
34.Which of the following are the instruments of kaizen?
1. Quality circle
2. Process-oriented management
1. Visible management
2. All of the above

8. 35. JIT is a______________
1. Production system
2. Manufacturing system
1. Operation system
2. All of the above
36.CFM stands for______________
37. ______________ is a manual-production scheduling technique controlled by a
process operator or machine operator.
1. CFM
1. Kanban
1. JIT
2. Quality circle
38.SPC stands for______________
39.What is the full form of PDCA______________
1. Planning-Do-Check-Act
1. Plan-Do-Check-Action
1. Plan-Do-Check-Act
1. Plan-Doing-Check-Apply
40.Which of the following are the customer satisfaction elements?
1. The product element
2. The sales element
3. The location element
1. All of the above
41. All the 6 elements of customer satisfaction must be developed and delivered
concurrently to provide truly excellent customer care.
1. True
2. False

9. 42.Which of the following is not the right of internal customer?
1. Courtesy and respect
2. Being available, approachable and responsive
3. Honest
1. Ethical
43.A communication map will help identify each person‟s direct internal customers
and the communication channel which link them and serve the service chain.
1. True
2. False
44.According to the Enablement equation what to do “when an employee does not
know how to do it?
1. Empower
2. Train
1. Communicate
2. Motivate
45.Which of the following are the most common method of researching customers
and market?
1. Personal meeting by a company executive
2. Customer panel
1. Customer focus group
2. All of the above
46.The survey conducted as either face-to-face, telephone or postal interviews, these
surveys are a useful way of actively gathering mass information.
1. Customer interview videos
1. Customer focus groups
2. Opinion / perception surveys
3. Customer comment cards
47. Effective research is not depend upon:

10. 1. Guarantee cards
1. Methods
1. Data sharing
2. Expert analysis
48.Research method can be classified as-
1. Active
2. Passive
1. Both a &b
1. None
49.Today‟s customers also expect companies to enter into an equally strong socio-
community-ecological partnership that demonstrates its social responsibility.
1. True
1. False
50.A loyalty schemes should never be a substitute for core quality and service values.
1. True
2. False
51. VDT stands for_______________
52.BBC stands for_______________
53. A „strategy‟ is a _______________
1. Description of how a company will achieve its formal objectives and goals
1. A product of relationship marketing
1. To maintain a clear focus on vision and mission
1. All of the above
54.Which of the following is not the characteristic of a learning organization?
1. Formative accounting and control
1. Intra and inter-organization learning
2. Create work teams

11. 3. None
55. _________________ permits customer to use a limited vocabulary to interact
with the system.
1. Text to speech
1. Voice recognition
2. Multiple language support
1. None
56.This facility enables the production of management reports on the productivity of
the system and of individual telephone operator.
1. Intelligent dialing
1. An interface to neural network
1. Call data reporting
2. None
57. The technology should always be a tool within a customer service operation,
never the master.
1. True
1. False
58.TQM stands for_________________
59.ISDN stands for_________________
60.Those customer who are loyal to the supplier rather than a transient bait known
as-
1. Ordinary customer
2. Committed customer
3. Both a &b
4. None
61. Customer doesn‟t have a good reason for responding to research requests.
1. True
1. False

12. 62.Research overcome „market myopia‟ and reduces operational risks to
manageable odds.
1. True
2. False
63.Communicate in a kaizen company has eight definite purposes these are-
1. Engender
1. Enable
1. Both a &b
1. None
64.“Kaizen” is a Japanese term meaning_______
1. A foolproof mechanism
1. Just-in-time (JIT)
1. Setting standards
1. Continuous improvement
65.A recent consumer survey conducted for a car dealership indicates that, when
buying a car, customers are primarily concerned with the salesperson’s ability to
explain the car’s features, the salesperson’s friendliness, and the dealer’s honesty.
The dealership should be especially concerned with which dimensions of service
Quality?
1. Communication, courtesy, and credibility
2. Competence, courtesy, and security
1. Competence, responsiveness, and reliability
2. Communication, responsiveness, and reliability
66.“Quality is defined by the customer” is_________
1. An unrealistic definition of quality
1. A user-based definition of quality
1. A manufacturing-based definition of quality
2. A product-based definition of quality
67. Based on his 14 Points, Deming is a strong proponent of-

13. 1. Inspection at the end of the production process
2. An increase in numerical quotas to boost productivity
3. Looking for the cheapest supplier
1. Training and knowledge
68.Which of these are the two main functions of Kaizen that an organization has to
perform apart from the other goals like removal of waste and quality
management?
1. Maintenance
1. Cutting down on the workforce
1. To increase the pressure on the employees
1. None
69.EDI stands for_________________
70.The ultimate objective in a JIT system is:
1. Maintain low inventory
1. Produce high quality
1. Minimize waste
1. Match demand with a balanced flow
71. Which term refers to a signaling device?
1. Muda
1. Kaizen
2. Poka-yoke
3. Kanban
72. Which one is not a building block of JIT?
1. kanban and small lot sizes
2. personnel/organizational issues
1. product design
1. process design

14. 73. A kanban card is used to signal that:.
1. A machine has broken down
1. A worker is falling behind and needs help
1. A defect has occurred
1. Parts are needed
74. The benefits of Kaizen are what?
1. Improved sales
1. Improved production
2. Improved growth of a company
1. All of the above
75. Kaizen is a Japanese innovation, but where was it invented?
1. Canada
2. England
3. America
1. China
76. In Kaizen, who is tasked with developing company improvements?
1. Middle management
2. Executive management
1. All employees
2. The workers
77. A facility always views itself as what in Kaizen?
1. Imperfect
2. Perfect
1. Inconsistent
1. In need of help
78.Kanban is a visual system for controlling production.
1. True

15. 2. False
79. The ultimate objective in JIT objective is to minimize the amount of inventory on
hand.
1. True
1. False
80.Kaizen is best integrated with what?
1. 5S
2. Kanban
1. Lean Manufacturing
1. All of these answers
81. The focus of Kaizen is the _____?
1. “End user”
1. “Customer”
1. “Manager”
2. “Employees”
82.Kaizen leaders do what with employee suggestions?
1. Toss them in the garbage.
1. Give them to employees for review
1. Pass them on to executive managers
1. Review them and give each serious consideration
83.Rewards should be given to encourage what?
1. Reducing workplace injuries
1. Suggesting ideas for improvement
2. Achieving higher production goals
1. Meeting cleanliness goals
84.One of the early innovators of Kaizen was what company?
1. Toyota Motor Company

16. 1. Ford
2. General Motors
1. Mercedes-Benz
85.Managers are expected to regularly visit what?
1. Executive meetings
1. Human resources
2. Work areas
3. Sales meetings
86.Standardizing Kaizen means what?
1. Ensure Kaizen functions the same as Lean
1. Ensuring Kaizen is integrated for the life of the company
2. Ensuring all employees think and act alike
3. Ensuring the “customer’s” needs are always met
87.The role of a Kaizen leader is what?
1. To develop all ideas to improve quality
2. To implement all ideas
1. To promote Kaizen in all duties and interactions
1. To foster specialization in the workplace
88.Kanban is a visual system for controlling production.
1. True
1. False
89.Which term connotes waste and inefficiency?
1. Muda
1. Poka-yoke
1. Kaizen
1. Kanban
90.Which one is not included in the list of seven wastes?

17. 1. Overproduction
2. Insufficient work method
3. product defects
1. poor product design
91. RDA stands for_________________.
92.Communication serves more purposes than informing employees about the
content and intent of a customer care policy”
1. True
2. False
93.A communication ,ap is similar to a spider diagram:
1. True
1. False
94.All kaizen‟s instruments are not human-centered.
1. True
2. False
95.Kaizen‟s instruments are appropriate for manufacturing companies or
production discipline only.
1. True
2. False
96.Kaizen does not depend on specialist groups, but on every employee individually.
1. True
2. False
97. Teams are the essential building blocks of corporate structure in kaizen
companies.
1. True
2. False
98.A kaizen approach helps organizations discover the root causes of customer
dissatisfaction and provides the systems and attitudes for introducing
improvement..

18. 1. True
2. False
99.Senior management has the responsibility to ensuring that the prevailing culture
encourages internal-customer relationship
1. True
1. False
100. Enabling means taking a holistic approach to individual development.
1. True
1. False
Need Answer Sheet of this Question paper, contact
aravind.banakar@gmail.com
www.mbacasestudyanswers.com
ARAVIND – 09901366442 – 09902787224