Examination Paper: Kaizen
IIBM Institute of Business Management
IIBM Institute of Business Management
Examination Paper MM.100
KAIZEN CERTIFICATION
Guidelines for paper
• Total No. of Sections is 3.
• The minimum passing marks is 50%.
• Answer all the Questions.
• Negative Marking is not there.
Section A (30 Marks)
• This section consists of Objective Questions.
• Answer all the questions.
• Each question carries 1 mark each.
1. Kaizen has been called the single most powerful philosophy in
a. Chinese Management
b. Japanese Management
c. European Management
d. Canadian Management
2. Kaizen means ___________
a. Gradual Improvement
b. Satisfaction
c. Continuous & gradual improvements
d. Continuous change
3. Kaizen principles include
a. Focus on customers
b. Create work team
c. Inform every employee
d. All of the above
4. POM stands for _______
a. Process- oriented management
b. Project Oriented management
c. Project originated management
d. Proper original management
Examination Paper: Kaizen
IIBM Institute of Business Management
5. ________ is a formal part of fulfilling business plans, strategies and projects in Kaizen
companies.
a. Visible Management
b. Cross-functional Management
c. Just-in-time management
d. Process-oriented management
6. ________is a manual – production scheduling technique controlled by a process operator or
machine operator.
a. Visible Management
b. Cross- functional management
c. Kanban
d. None of these
7. A communication map is similar to a ________
a. Spiral diagram
b. Spider diagram
c. Cross diagram
d. None of these
8. The fundamental purpose of drawing a communication map is to highlight where
a. Employees to be recruited
b. Communication needs to be improved
c. Employees to be terminated
d. Communication need to be removed
9. An internal customer have a right to expect and receive
a. Information germane to their tasks
b. Support to fulfill corporate objectives
c. Courtesy and respect
d. All of the above
10. The first part of enablement equation is ________.
a. Training
b. Communicating
c. Motivation
d. Empowerment
11. The enablement equation consists of
a. Communication + Training + Incentives
b. Communication + Training + Motivation + Money
c. Communication + Training + Motivation + Empowerment
d. None of these
12. Most common methods of researching customers and market include
a. Personal meetings
b. Customer focus groups
c. Customer panels
d. All of the above
Examination Paper: Kaizen
IIBM Institute of Business Management
13. A customer panel consists of a number of people whoreflect the typical profile of a ______.
a. Market Strategy
b. Customers
c. Market Segment
d. None of these
14. __________ is an invaluable source of actualize data and is a common way of gathering mass
information cost effectively.
a. Market Research
b. Mystery Shopping
c. Customer Interview
d. Perception Surveys
15. Customers must have a good reason for responding toresearch requests. They must feel that
a. Their comments are genuinely valuable
b. They will ultimately benefit from suggestions
c. Their comments will remain confidential
d. All of the above
16. One of Kaizen maxims that a strong three- way relationship should exists between a company, Its
customers and its own ________.
a. Employees
b. Product
c. Suppliers
d. Managers
17. A loyalty scheme should never be a substitute for ________ and service values.
a. Core quantity
b. Core quality
c. Rewards
d. Customers
18. Loyalty building processes and activities must be based on ________.
a. Incentive Scheme
b. Loyal customers
c. Customer research
d. General consumers
19. VEA stands for ________.
a. Value Enhance applications
b. Voice Enhanced applications
c. Voice enhanced auto dialer
d. None of these
20. The characteristics of a learning organization include.
a. Learning culture and climate
b. Reward flexibility
c. Adoptable structure
d. All of them
Examination Paper: Kaizen
IIBM Institute of Business Management
21. A ___________ is a description of how a company will achieve its formal objectives and goals.
a. Strategy
b. Plan
c. Blueprint
d. Culture
22. What makes a company’s culture?
a. Accounts of personal successes
b. Company’s Logo
c. Management information system
d. All of the above
23. A Kaizen approach can discover the root cause of _______ and help o introduce improvements.
a. Customer satisfaction
b. Customer behavior
c. Customer dissatisfaction
d. Customer’s perception
24. _________ and team autonomy are the foundation of corporate structure in Kaizen companies.
a. Work teams
b. Individuals
c. Employees
d. None of them
25. Market research gives a ________ picture to the company.
a. Micro
b. Macro
c. True
d. Imaginary
26. Kaizen promotes the idea of ___________ via many small evolutionary steps.
a. Changes
b. Progress
c. Advancing
d. Team building
27. A _______ in a Kaizen company must be a first- class communicator.
a. Customer
b. Managing Director
c. Team Leader
d. Employee
28. __________ are brief, focused, participatory and a vital part of the two-way management process.
a. Research
b. Team Meetings
c. Employee participation
d. None of these
Examination Paper: Kaizen
IIBM Institute of Business Management
29. Kaizen makes ___________ a natural and never- ending process.
a. Marketing
b. Communicating
c. Customer Care
d. Training
30. All Kaizen‘s instruments are ___________ centred.
a. Human
b. customers
c. Product
d. Quality
Section B (40 Marks)
• This section consists of Short Notes type questions..
• Answer all the questions.
• Each question carries 10 marks.
1. Write a short note on ‘Process- Oriented Management’ (POM).
2. Explain the rights and responsibilities of internalcustomers.
3. Give your views on the concept of ‘Kaizen’.
4. What do you understand by ’Strategic Planning’?
End of Section A
End of Section B
Examination Paper: Kaizen
IIBM Institute of Business Management
Section C: Applied Theory (30 Marks)
• This section consists of Long Questions.
• Answer any 2 questions.
• Each question carries 15 marks.
1. Describe the concept & ten principles of Kaizen
2. Discuss the concept of communications map.
3. What are the most common methods of researching customers and markets?
End of Section C
IIBM Institute of Business Management
IIBM Institute of Business Management
Examination Paper MM.100
KAIZEN CERTIFICATION
Guidelines for paper
• Total No. of Sections is 3.
• The minimum passing marks is 50%.
• Answer all the Questions.
• Negative Marking is not there.
Section A (30 Marks)
• This section consists of Objective Questions.
• Answer all the questions.
• Each question carries 1 mark each.
1. Kaizen has been called the single most powerful philosophy in
a. Chinese Management
b. Japanese Management
c. European Management
d. Canadian Management
2. Kaizen means ___________
a. Gradual Improvement
b. Satisfaction
c. Continuous & gradual improvements
d. Continuous change
3. Kaizen principles include
a. Focus on customers
b. Create work team
c. Inform every employee
d. All of the above
4. POM stands for _______
a. Process- oriented management
b. Project Oriented management
c. Project originated management
d. Proper original management
Examination Paper: Kaizen
IIBM Institute of Business Management
5. ________ is a formal part of fulfilling business plans, strategies and projects in Kaizen
companies.
a. Visible Management
b. Cross-functional Management
c. Just-in-time management
d. Process-oriented management
6. ________is a manual – production scheduling technique controlled by a process operator or
machine operator.
a. Visible Management
b. Cross- functional management
c. Kanban
d. None of these
7. A communication map is similar to a ________
a. Spiral diagram
b. Spider diagram
c. Cross diagram
d. None of these
8. The fundamental purpose of drawing a communication map is to highlight where
a. Employees to be recruited
b. Communication needs to be improved
c. Employees to be terminated
d. Communication need to be removed
9. An internal customer have a right to expect and receive
a. Information germane to their tasks
b. Support to fulfill corporate objectives
c. Courtesy and respect
d. All of the above
10. The first part of enablement equation is ________.
a. Training
b. Communicating
c. Motivation
d. Empowerment
11. The enablement equation consists of
a. Communication + Training + Incentives
b. Communication + Training + Motivation + Money
c. Communication + Training + Motivation + Empowerment
d. None of these
12. Most common methods of researching customers and market include
a. Personal meetings
b. Customer focus groups
c. Customer panels
d. All of the above
Examination Paper: Kaizen
IIBM Institute of Business Management
13. A customer panel consists of a number of people whoreflect the typical profile of a ______.
a. Market Strategy
b. Customers
c. Market Segment
d. None of these
14. __________ is an invaluable source of actualize data and is a common way of gathering mass
information cost effectively.
a. Market Research
b. Mystery Shopping
c. Customer Interview
d. Perception Surveys
15. Customers must have a good reason for responding toresearch requests. They must feel that
a. Their comments are genuinely valuable
b. They will ultimately benefit from suggestions
c. Their comments will remain confidential
d. All of the above
16. One of Kaizen maxims that a strong three- way relationship should exists between a company, Its
customers and its own ________.
a. Employees
b. Product
c. Suppliers
d. Managers
17. A loyalty scheme should never be a substitute for ________ and service values.
a. Core quantity
b. Core quality
c. Rewards
d. Customers
18. Loyalty building processes and activities must be based on ________.
a. Incentive Scheme
b. Loyal customers
c. Customer research
d. General consumers
19. VEA stands for ________.
a. Value Enhance applications
b. Voice Enhanced applications
c. Voice enhanced auto dialer
d. None of these
20. The characteristics of a learning organization include.
a. Learning culture and climate
b. Reward flexibility
c. Adoptable structure
d. All of them
Examination Paper: Kaizen
IIBM Institute of Business Management
21. A ___________ is a description of how a company will achieve its formal objectives and goals.
a. Strategy
b. Plan
c. Blueprint
d. Culture
22. What makes a company’s culture?
a. Accounts of personal successes
b. Company’s Logo
c. Management information system
d. All of the above
23. A Kaizen approach can discover the root cause of _______ and help o introduce improvements.
a. Customer satisfaction
b. Customer behavior
c. Customer dissatisfaction
d. Customer’s perception
24. _________ and team autonomy are the foundation of corporate structure in Kaizen companies.
a. Work teams
b. Individuals
c. Employees
d. None of them
25. Market research gives a ________ picture to the company.
a. Micro
b. Macro
c. True
d. Imaginary
26. Kaizen promotes the idea of ___________ via many small evolutionary steps.
a. Changes
b. Progress
c. Advancing
d. Team building
27. A _______ in a Kaizen company must be a first- class communicator.
a. Customer
b. Managing Director
c. Team Leader
d. Employee
28. __________ are brief, focused, participatory and a vital part of the two-way management process.
a. Research
b. Team Meetings
c. Employee participation
d. None of these
Examination Paper: Kaizen
IIBM Institute of Business Management
29. Kaizen makes ___________ a natural and never- ending process.
a. Marketing
b. Communicating
c. Customer Care
d. Training
30. All Kaizen‘s instruments are ___________ centred.
a. Human
b. customers
c. Product
d. Quality
Section B (40 Marks)
• This section consists of Short Notes type questions..
• Answer all the questions.
• Each question carries 10 marks.
1. Write a short note on ‘Process- Oriented Management’ (POM).
2. Explain the rights and responsibilities of internalcustomers.
3. Give your views on the concept of ‘Kaizen’.
4. What do you understand by ’Strategic Planning’?
End of Section A
End of Section B
Examination Paper: Kaizen
IIBM Institute of Business Management
Section C: Applied Theory (30 Marks)
• This section consists of Long Questions.
• Answer any 2 questions.
• Each question carries 15 marks.
1. Describe the concept & ten principles of Kaizen
2. Discuss the concept of communications map.
3. What are the most common methods of researching customers and markets?
End of Section C
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