Test Structure, Method & Preparation
Welcome to the NHSBT Level 2 test web page. Information on the test method and structure is shown below, while general advice can be seen via the General Advice & Technical tab. When you are ready to start the test, click on the Taking the Test tab.
- The on line test contains 50 questions, which are mainly multiple choice (eg select one of four options), plus multiple answer and add in the missing word. There are some questions with images.
- All questions attract the same mark
- The test will be open for three weeks from 6th November; you are allowed two attempts during this time.
- The pass mark is 66%; you will receive a system message with your result as soon as you have finished and submitted the test.
- You have 45 minutes to complete the test (a countdown timer will be shown).
- The test cannot be paused; you must finish it in one sitting.
- The test is open book – that is, you can refer to course material, reference books, web pages, etc.
- The questions appear in random order – that is, questions are in a different order for different test takers and for a repeat; one question per page is shown.
- All questions must be answered; you can change answers by back tracking at any stage (within the time limit).
- Your answers are saved as you submit each one, not at the end of the test. This means you will not lose any work.
- Avoid using the browser back button as this will not work. Use the Previous button which will be under your Questions.
- Access to the test is via your email and a password (to be emailed to you) via the link in the Taking the Test tab.
Technical Guidance, Test Conditions
- If you are using a laptop unplugged from a power supply, make sure there is sufficient battery power to take the test.
- Ideally, find a quiet area without distractions for taking the test.
- If your internet connection is through a wireless connection, make sure you have a good quality signal. Clearly, fast internet connection speeds will lead to a better test experience in terms of speed of response etc.
- If your test page freezes, you can always click refresh on your web browser and the test will
again load on the same question/s you were on. Note: If you have written any long answers on the frozen page, make a copy of these answer/s first so you do not lose them.
- If your computer or web browser has a problem or they are closed, using the same web
browser, re-open your web browser go to the start link for the test and you will be taken back
to the last question you were on, where you will be able to resume your test.
- While the test is open book, take care not to spend too much time on a question, as the test will end and be submitted after the allotted time and you need to ensure you complete as many questions as possible.
- If you fail the test, you can contact the LCS for feedback before you attempt it for a second time.
If you experience technical problems when taking the test, email email@example.com
The test will cover key lean principles and concepts, related CI approaches, leadership, strategy/policy deployment, change management and quality areas. Specific topics referenced are detailed below in the Revision Guide. the numbers in brackets next to each topic refer to reference material contained below.
General Reference: John Bicheno’s books the Lean Toolbox and the Service Systems Toolbox are general recommended text books, while Services Marketing, by Zeithaml & Bitner is recommended text book for lean service concepts and tools (though not critical to have to take the test).
- Lean in services:
- Service characteristics* (3, 10)
- Service value* (22)
- Service mapping: cycle of service*, service blueprint (3)
- Service quality: Gaps Model, RATER dimensions (3, 15,16)
- Service wastes (2)
- Change management:
- Kotter’s eight steps (4, 17)
- Jim Collins – Good to Great (4, 18)
- Bob Emiliani (12)
- Lean iceberg model* (4)
- Lean failure (4)
- Policy deployment (4, 5, 6)
- Pillar & platform approach* (7)
- Underlying philosophy & concepts:
- Lean evolution (4, 11)
- Core lean principles – Womack & Jones (1,2,4)
- Toyota Kata – Mike Rother (19)
- DNA of Toyota -Spear & Bowen (9)
- Peter Checkland’s CATWOE Soft Systems Methodology (21)
- Deming’s System of Profound Knowledge* (20)
- Muda, Muri, Mura (1,2)
- Related & complementary approaches:
- Seddon’s ideas and methods*; CHECK* (10, 13)
- Six sigma; DMAIC (1)
Reference Material Links
- Lean Toolbox, Bicheno, 2016 (book – not linked)
- Service Systems Toolbox, Bicheno, 2012 (book – not linked)
- Services Marketing, Zeithaml & Bitner (book – not linked)
- Staying Lean (book)
- Going Lean (book)
- Lean Profit Potential (book)
- Pillars and platforms (slides)
- Decoding the DNA of the Toyota Production System (article)
- Spear and Bowen Rules (slides)
- Rethinking Lean Service (paper)
- Learning to Evolve (paper)
- Bob Emiliani ‘ Innovative lean leadership (website)
- John Seddon’s ideas (video) – in general video area. Seddon’s new website
- The moment of truth in customer service (McKinsey article)
- RATER model (Mindtools webpage)
- The Customer Service Gap Model (Brainmates web page)
- Kotter change ebook (e-book)
- Good to Great (Jim Collins website)
- Toyota Kata (TK website); Also see the Improvement Kata video with Mike Rother in the video section
- System of Profound Knowledge (Deming Institute webpage) – plus two short videos in the Video area
- Checkland’s Soft Systems methodology (Slideshare presentation)
- Service value – Gronroos video in Video section
Taking the Test
Click below to access the test when the test window opens.
By accessing the test area and taking the test you agree to:
- not seek any assistance from other persons in answering questions
- undertake it on an individual basis
- not take copies of questions or communicate them to any other party.
Guidelines & Format
Download the Guide to writing project reports