Defining value from customer perspective

Multiple-choice questions: In order to be awarded CPD units you must answer the following five random questions correctly. If you fail the test, please reread the article before attempting the questions again.

  1. Which manufacturer developed the Lean methodology?

  2. Which of the following statements is correct? Statement 1, Lean defines value from the shareholder's viewpoint, or Statement 2, Lean defines value from the customer's viewpoint

  3. What should be the first step in mapping a client's experience with your practice?

  4. Which of the following is NOT an example of a value-added activity?

  5. How many times should you ask 'why?' to get to the root cause of an issue?

  6. What is the most effective way to remove activities that do not add value?

  7. Which group is it important to get regular feedback from?

  8. Which of the following is NOT an example of a KPI that can benefit the Lean process?

  9. The involvement of which group helps to create a culture of continuous improvement?

  10. How can you support the continuous improvement process?

1 unit