Which diagram illustrates the causes and effects of a process?
a. Fishbone
b. Process Map
c. Deployment Map
d. SIPOC
e. Team Charter
Which leadership approach encourages employees to participate in the decision-making process that leads to cooperation and group spirit?
a. Democratic
b. Autocratic
c. Bureaucratic
d. Laissez-Faire
When performing a Root Cause Analysis, this step is not included:
a. Examine the process
b. Measure the units
c. Develop the hypothesis
d. Verify with data
e. None of the above
The Six Sigma program was first developed by
a. Starwood Hotels & Resorts
b. Motorola
c. GE
d. Toyota
e. Intercontinental Hotels
Which leadership style is considered to be the best approach for managing inexperienced employees who must learn proper procedure?
a. Autocratic
b. Bureaucratic
c. Democratic
d. Laissez-Faire
The individual manager/director who identifies a process issue at a property is a:
a. Black Belt
b. Green Belt
c. Process Owner
d. Stakeholder
e. Director of Six Sigma
Which leadership factor is defined as giving pep talks, asking employees for device and praising their work, keeping them informed and providing them with a sense of belonging?
a. Motivating others
b. Coach and develop
c. Provide direction
d. Lead consistently
Which leadership factor is referred to as gaining cooperation through caring acts, using persuasion to convince employees and offering constructive feedback?
a. Influencing others
b. Leading consistently
c. Providing direction
d. Championing change
What types of challenges do you believe the director of six sigma encountered with his co-workers within the food and beverage department?
What will be an ideal response?
Which of the following is an example of a manager facilitating employees work?
a. Cooks each have been issued thermometers and have been trained to use them in standardized recipes
b. Head Chef stands on Cat walk over kitchen and shouts at workers when errors in process are observed
c. Manager notices that the server is flustered and takes over their station and tells them to clock out
d. Bar supervisor takes credit for all positive guest comments and does not pass these on to bartenders and cocktail servers
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