1. An_________ customer is a person or organization that receives services or products in exchange for compensation.
a) Internal
b) External
c) In-house
d) Departmental Correct Answer: External
2. Improving external customer satisfaction is the main objective of __________.
a) Customer se...
mssc safety assessment| 336 questions| with complete solutions
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MSSC SAFETY ASSESSMENT| 336 QUESTIONS| WITH
COMPLETE SOLUTIONS
1. An_________ customer is a person or organization that receives services or products in
exchange for compensation.
a) Internal
b) External
c) In-house
d) Departmental Correct Answer: External
2. Improving external customer satisfaction is the main objective of __________.
a) Customer service department.
b) Retired employees
c) Maintenance departments
d) HR departments. Correct Answer: customer service
3. Vendors could be considered what type of customer?
a) Main
b) Substantial
c) Internal
d) External Correct Answer: external
4. Customer satisfaction should always be the first objective considered when developing
_________.
a) Vendors
b) New or improved products
c) Teamwork
d) Training matrix Correct Answer: new or improved products
5. The ________ of the product describes the features requested for the product to perform the
tasks for which it was intended.
a) Form
b) Function
c) Cost
d) Utilization Correct Answer: function
6. Product designers should always consider the effects of tooling design and cost during
___________.
a) Prototype development
b) Process capability studies
c) Team kickoff meetings
d) Maintenance of a machine Correct Answer: prototype development
7. Product design teams should provide an environment that encourages ________.
a) Criticize other team members at any time
,b) Add their design ideas freely
c) Attend meetings whenever they are available
d) Report team meetings to the boss Correct Answer: Add their design ideas free
8. Teamwork, concurrent engineering, tools and techniques are needed in order to make
_______________.
a) Product introduction
b) Sales
c) Product scam prevention efforts
d) Safety tests Correct Answer: Product introduction
9. Engineers working with manufacturing to become aware of tooling limitations and other
problems that may increase production time and cost is an example of _____________.
a) Brainstorming
b) Product analysis
c) Concurrent engineering
d) Production processing Correct Answer: Concurrent engineering
10. _______ is a design methodology that designs features into the product that makes it cheaper
to manufacture, while maintaining its ability to perform its intended function.
a) Design for Manufacturing and Assembly (DFMA)
b) Design Criteria and Performance (DCP)
c) Design, Manufacture, Deliver (DMD)
d) Design for Production and Performance (DPP) Correct Answer: Design for Manufacturing
and Assembly (DFMA)
11. to be successful ________must be tied to the company's business plan.
a) Team goals
b) Donations to the community
c) The stock market
d) Cross-Training assignments Correct Answer: team goals
12. A team should develop a spending plan as part of their decision making process
________________.
a) to ensure that they do not exceed the amount of money allocated to the project
b) to ensure that they use all the money allocated to the project
c) in case they are audited
d) because it is a requirement of all teams Correct Answer: to ensure that they do not exceed the
amount of money allocated to the project
13. Supervisors should set measurable objectives to have a way to ____________.
a) Eliminate the need to review employees
b) Limit the number of employees who can receive a bonus
c) Have good performance criteria for review of employee performance
d) Have a way to collect data to satisfy management reports Correct Answer: Have good
performance criteria for review of employee performance
,14. People working together discussing issues and making decisions are key elements of a
_______________.
a) successful work group
b) SPC program
c) JIT process
d) Histogram Correct Answer: successful work group
15. Company objectives and production goals are important pieces of data to __________.
a) Retired employee
b) Forklift training certification data
c) Self-directed work team
d) Predictive maintenance program Correct Answer: Self-directed work team
16. Promoting competition among teams or departments _________________.
a) Helps management set their own goals
b) Helps establish the baseline to set team goals
c) Is a reason to set measurable team goals
d) Is not a reason to set measurable team goals Correct Answer: Is not a reason to set
measurable team goals
17. Top level management must support a team for it to be ______________.
a) Successful
b) Ratified
c) Certified
Fully staffed Correct Answer: Successful
18. When a team sets objectives that they wish to accomplish, care should be taken to ensure that
these objectives are _____________.
a) Aggressive
b) Predictable
c) Measurable
d) Justifiable Correct Answer: measurable
19. To ensure that a team has____________ meetings, rules for team behavior should be
enforced.
a) Weekly
b) Unproductive
c) Productive
d) Long Correct Answer: productive
20. The first step in a team development process is an awkward stage for the team members
called ______________.
a) Storming
b) Norming
c) Performing
, d) Forming Correct Answer: forming
21. When a team is formed to tackle a problem, _______________________.
a) Supervisor is placed in charge
b) Set of guidelines is supplied to guide decisions
c) Cost evaluation is performed to justify their work
d) Team kickoff meeting is held to get everyone up to speed on the task and meet each other
Correct Answer: Team kickoff meeting is held to get everyone up to speed on the task and meet
each other
22. ______________ is a technique teams use for generating as many ideas as possible.
a) Storming
b) Norming
c) Brainstorming
d) Pareto principle Correct Answer: Brainstorming
23. During a team meeting, any solutions to the problem being discussed that do not meet one or
more of the must-have criteria should be _______________.
a) Discussed fully
b) Tabled to a later meeting
c) Given equal consideration
d) Eliminated Correct Answer: Eliminated
24. Customer service refers to people and other resources a company devotes to ________.
a) assisting customers
b) product design
c) sales
d) cost analysis Correct Answer: assisting customers
25. In customer service, it is important to ________________.
a) never admit being at fault
b) look into the customer's problem, find a solution, and follow through
c) make the customer admit to being at least partially at fault
d) make the customer like you even it it means placing the blame on someone else in the
organization Correct Answer: look into the customer's problem, find a solution, and follow
through
26. Teams should strictly enforce rules about _______to minimize conflict.
a) attendance
b) arguing
c) goal setting
d) Facilitator selection Correct Answer: arguing
27. Which type of customer service information stored in a database could help to improve
product quality? __________________.
a) concerns customers have with specific problems
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