CQIA Process Analysis & Improvement Techniques 3 — Questions and Answers
Question 1: A quality team wants to understand the sequence of steps in a billing process and identify where errors occur. The most appropriate tool is:
- Affinity diagram
- Flowchart (Correct answer)
- Box plot
- Run chart
Correct answer: Flowchart
A flowchart (process map) visually sequences all steps, decisions, and branches, making it easy to spot where errors may enter.
Question 2: Which of the following is NOT one of the eight wastes (DOWNTIME) identified in lean thinking?
- Defects
- Overproduction
- Necessary inspection (Correct answer)
- Non-utilized talent
Correct answer: Necessary inspection
Necessary inspection is not a lean waste category; the eight wastes (DOWNTIME) are Defects, Overproduction, Waiting, Non-utilized talent, Transportation, Inventory, Motion, and Extra-processing.
Question 3: In process improvement, 'takt time' is calculated as:
- Total cycle time divided by number of operators
- Available production time divided by customer demand rate (Correct answer)
- Total defects divided by total opportunities
- Processing time divided by lead time
Correct answer: Available production time divided by customer demand rate
Takt time equals available production time divided by customer demand, setting the pace the process must meet.
Question 4: A team uses a swim lane diagram instead of a standard flowchart. The main advantage of swim lanes is that they:
- Show statistical variation in process output
- Clarify which person or department performs each step (Correct answer)
- Display the frequency distribution of process times
- Prioritize improvement opportunities by impact
Correct answer: Clarify which person or department performs each step
Swim lanes add horizontal or vertical lanes for each role or department, making handoffs and responsibilities clear.
Question 5: Which improvement approach follows the sequence: Define, Measure, Analyze, Improve, Control?
- PDCA
- DMAIC (Correct answer)
- 8D Problem Solving
- Kaizen
Correct answer: DMAIC
DMAIC (Define, Measure, Analyze, Improve, Control) is the structured Six Sigma methodology for improving existing processes.
Question 6: A process has a cycle time of 4 minutes per unit and a takt time of 3 minutes per unit. This situation indicates:
- The process is producing faster than demand requires
- The process cannot keep up with customer demand (Correct answer)
- The process is perfectly balanced to demand
- The process has excess capacity
Correct answer: The process cannot keep up with customer demand
When cycle time exceeds takt time, the process is too slow to meet demand, signaling a need for improvement or additional capacity.
Question 7: A '5 Why' analysis for a machine stoppage concludes that the root cause is an inadequate preventive maintenance schedule. This root cause is best addressed by:
- Retraining the operator who last used the machine
- Adding a second inspection after the process step
- Revising the PM schedule to include the overlooked task (Correct answer)
- Installing a backup machine for redundancy
Correct answer: Revising the PM schedule to include the overlooked task
Addressing root cause means fixing the PM schedule that allowed the failure, not treating symptoms like the operator or adding inspection.
CQIA Process Analysis & Improvement Techniques 3
A quality team wants to understand the sequence of steps in a billing process and identify where errors occur.
The most appropriate tool is: