The following Business Case is constructed properly. “During 2009 the commercial loan division experienced a 2.7% default rate versus a target of less than .5%. This costs the bank in excess of $250,000 quarterly.”

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As we attempt to find a commonality of terms to assess the performance of a broad range of processes we use a key metric called the DPMO which stands for __________________________?

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In an organization is the sum total of all the processes which occur in the business to take inputs and turn them into customer desired outputs is called the Value Chain.

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When a Belt wishes to clarify the activities of various departments in a Process Map she is creating she adds a feature to the map called ______________.

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With a Fishbone Diagram we use the legs to define each source of a potential defect and along the legs we enter each potential means by which a defect could be introduced into our process.

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The purpose of a ______________ is to identify the complexity of the process and to assist in identifying critical steps in the process.

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In order to properly draft a Process Map at the start of a project we are told to __________________ from beginning to the end.

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The “Equipment” category of Root Causes on a Fishbone Diagram would be used primarily used to generate ideas as to which of the following are possible causes for defects?

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At the beginning of a project we must keep in mind there are basically three views of a process: What you THINK it is, What the SUPPLIER wants and What it SHOULD be.

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A Micro Process Map may map a process showing the entire activities of a department and can likely be broken into many Macro Process Maps showing numerous processes that comprise the activities of the department.

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