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Question 122 - CPIM-Part-2 discussion

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Fishbone diagrams would help a service organization determine:

A.
the proper level of service for a customer segment.
Answers
A.
the proper level of service for a customer segment.
B.
the source of a quality-of-service issue.
Answers
B.
the source of a quality-of-service issue.
C.
differences in the performance of employees.
Answers
C.
differences in the performance of employees.
D.
the decomposition of customer return rates with seasonality.
Answers
D.
the decomposition of customer return rates with seasonality.
Suggested answer: B

Explanation:

A fishbone diagram, also known as a cause-and-effect diagram or an Ishikawa diagram, is a tool for identifying and analyzing the possible causes of a problem or an effect. It is often used in quality management to find the root causes of defects or errors. A fishbone diagram has a main branch that represents the problem or effect, and several sub-branches that represent the categories of causes, such as people, processes, equipment, materials, environment, etc. Each category can have further sub-branches that represent more specific causes. A fishbone diagram would help a service organization determine the source of a quality-of-service issue by allowing them to visualize and organize the potential factors that contribute to the problem and identify the most likely cause.Reference: CPIM Part 2 Exam Content Manual, Domain 8: Manage Quality, Continuous Improvement, and Technology, Section 8.1: Quality Management Concepts and Tools, p. 59-60.

asked 16/09/2024
Jyoti Gupta
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