1.____________ is the documentation and detailed understanding of how work is

1.____________ is the documentation and detailed understanding of how work is performed and how it can be
redesigned.

2.The first step of the systematic approach to process analysis is ____________.

3.Process ____________ is the boundary of the process to be analyzed.

4.A voluntary system by which employees submit their ideas on process improvements is called a(n) ____________.

5.____________ are performance measures that are established for a process and the steps within it.

6.Gaps between actual and desired performance are called ____________.

7.A(n) ____________ means that a department focuses on its own tasks without understanding the role and processes of
departments outside its own organizational boundaries.

8.A flowchart traces the flow of ____________ ____________ ____________ or ____________ through the various steps
of a process.

9.A(n) ____________ is a table that lists and categorizes the steps in a process.

10.A(n) ____________ shape in a process chart represents a decision point in the process.

11.A special flowchart of a service process that shows which of its steps have high customer contact is a(n)
____________.

12.The ____________ in a service blueprint separates which steps are in view of the customer from those that
aren%u2019t.

13.A(n) ____________ is a form used to record the frequency of occurrence of certain product or service
characteristics related to quality.

14.A(n) ____________ is a bar chart on which the factors are plotted in decreasing order of frequency along the
horizontal axis.

15.A(n) ____________ would be a useful tool to determine the effect that the number of practice problems solved
correctly has on the midterm score.

16.A(n) ____________ is a diagram that relates a key quality problem to its potential causes.

17.The process of gathering data regarding a process and sifting the data to deduce causes of problems is called
____________.

18.____________ is the act of reproducing the behavior of a process using a model that describes each step of the
process.

19.A simulation model goes one step further than possible with analysis tools because it can show how the process
performs ____________ over time.

20.A(n) ____________ is a method where a group of people knowledgeable about the process and its disconnects propose
ideas for change in a rapid-fire manner.

21.____________ is a continuous systematic procedure that measures a firm%u2019s products services and processes
against those of industry leaders.

22.Once the benchmarking team has collected the data the ____________ phase of the benchmarking study can
begin.

23.The bursar%u2019s office at your university decides to benchmark the collections department of a credit agency to
improve their own collection rate. This is an example of ____________ .

24.____________ is based on comparison of processes with a direct adversary in industry.

25.____________ involves using an organizational unit with superior performance as the ideal for other
departments.

26.The American company that has changed the way the business world looks at benchmarking and knowledge sharing is
____________.