Spotting and fixing fail points keeps service quality consistent and efficient. Test your ability to identify, measure and mitigate breakdowns across processes.
A poka‑yoke device is designed to make errors ______.
expensive
viral
impossible
invisible
Fail‑safes eliminate the chance of incorrect actions.
A sudden queue spike indicates a fail‑point in ______ balancing.
brand
weather
copyright
capacity‑demand
Mismatch between resources and arrivals triggers delays.
Root‑cause analysis commonly uses a fishbone or ______ diagram.
Venn
Ishikawa
flow
Gantt
The diagram structures causes by category to guide fixes.
Service recovery paradox refers to higher loyalty after a failure that is ______ handled.
never
secretly
expensively
quickly and fairly
Effective recovery can over‑compensate, boosting satisfaction.
Critical incident technique collects narratives of unusually good or bad ______.
algorithms
stock prices
experiences
clouds
Stories reveal fail‑points and delight moments for improvement.
FMEA ranks failure modes by severity, occurrence, and ______.
humidity
detectability
latitude
fashion
Risk Priority Numbers prioritise which failures to tackle.
A 2025 study shows AI chatbots now deflect ____ % of simple support issues, reducing fail‑points.
95
65
25
5
Automation lowers human error and wait times for routine tasks.
Hidden factory costs arise when employees redo work to fix ______ errors.
weather
process
DNA
astrology
Rework inflates cost and signals upstream fail‑points.
Control charts detect variation; a point outside control limits signals a ______ failure.
calendar
special‑cause
solar
literary
Non‑random spikes indicate assignable issues needing correction.
Voice‑of‑customer text mining flags emerging fail‑points by tracking spikes in ______ sentiment.
negative
mystery
neutral
positive
Rising negativity alerts managers to new pain areas.
Starter
Starter: Learn basic failure modes and detection techniques first.
Solid
Solid: Strong—enhance preventive controls and real‑time monitoring next.
Expert!
Expert: Superb! You can lead enterprise‑wide continuous‑improvement drives.
