Question 1

Which of the following are methods for mitigating risks?

Accepted Answer

A)  Eliminate the condition that may cause a loss to occur II. Establish contingency plans III. Obtain insurance to cover some of the potential risk IV. Self-insure 
B)  I, II, III, and IV 
C)  I only 
D)  II, III, and IV only 
E)  I and II only 
A)  Eliminate the condition that may cause a loss to occur II. Establish contingency plans III. Obtain insurance to cover some of the potential risk IV. Self-insure 
B)  I, II, III, and IV 
C)  I only 
D)  II, III, and IV only 
E)  I and II only

Question 2

Theory of constraints:

Accepted Answer

A)  Follows the steps in the process. 
B)  Follows the processes in the system. 
C)  Follows the flow of money. 
D)  Follows after process reengineering. 
A)  Follows the steps in the process. 
B)  Follows the processes in the system. 
C)  Follows the flow of money. 
D)  Follows after process reengineering.

Question 3

Two human resource functions that typically are shared with other organizational components are:

Accepted Answer

A)  Unemployment and relocation administration. 
B)  Union contract negotiation and OSHA compliance assessment. 
C)  Staffing and training. 
D)  Compensation and benefits administration. 
A)  Unemployment and relocation administration. 
B)  Union contract negotiation and OSHA compliance assessment. 
C)  Staffing and training. 
D)  Compensation and benefits administration.

Question 4

Which of the following is the most appropriate sequence of events for administering a customer satisfaction survey, from beginning to end?

Accepted Answer

A)  Prepare the survey instrument. II. Administer the survey. III. Report the results. IV. Identify survey objectives. 
B)  Analyze the data. VI. Organize the data. 
C)  I, VI, IV, II, V, III 
D)  I, II, V, VI, III, IV 
E)  IV, I, II, VI, V, III
F) VI, I, II, V, IV, III 
A)  Prepare the survey instrument. II. Administer the survey. III. Report the results. IV. Identify survey objectives. 
B)  Analyze the data. VI. Organize the data. 
C)  I, VI, IV, II, V, III 
D)  I, II, V, VI, III, IV 
E)  IV, I, II, VI, V, III
F) VI, I, II, V, IV, III

Question 5

A chairperson may be a leader and/or manager, depending much upon the influence he or she may have on an organization and the decision authority granted. There are many roles a manager may perform. As an ethicist he/she:

Accepted Answer

A)  Organizes, people, ideas and things to achieve the enterprise's objectives 
B)  Builds an enterprise structure that supports the strategic goals and objectives 
C)  Embraces the principles, morals, and norms of the society in which organization impacts 
D)  Imparts knowledge and teaches skills to others 
A)  Organizes, people, ideas and things to achieve the enterprise's objectives 
B)  Builds an enterprise structure that supports the strategic goals and objectives 
C)  Embraces the principles, morals, and norms of the society in which organization impacts 
D)  Imparts knowledge and teaches skills to others

Question 6

A listening post is a:

Accepted Answer

A)  Physical place in the facility where employees gather to discuss comments heard from customers. 
B)  Place where customer comments, pro and con, are posted for all employees to see. 
C)  Practice whereby surveillance personnel periodically listen in to ongoing conversations between employees and customers for the purpose of identifying employee behavior that can be improved. 
D)  Designated individual or group trained to listen carefully to customer comments, and record the comments in a process where the comments can be analyzed (trended) and actions taken to improve customer satisfaction. 
A)  Physical place in the facility where employees gather to discuss comments heard from customers. 
B)  Place where customer comments, pro and con, are posted for all employees to see. 
C)  Practice whereby surveillance personnel periodically listen in to ongoing conversations between employees and customers for the purpose of identifying employee behavior that can be improved. 
D)  Designated individual or group trained to listen carefully to customer comments, and record the comments in a process where the comments can be analyzed (trended) and actions taken to improve customer satisfaction.

Question 7

As part of the continued evolution of their TQM philosophy, a company recently devised a sophisticated gain-sharing program that allows all employees to obtain financial rewards from improved organizational performance. Which of the following is true?

Accepted Answer

A)  The company will see increased enthusiasm for their TQM efforts. 
B)  Management should ensure that the TQM effort also taps intrinsic motivation. 
C)  The gain-sharing program probably gives a greater proportion of the rewards to employees at higher levels of the organization. 
D)  Quality to the customer may drop as improvement efforts become more focused on financial results. 
A)  The company will see increased enthusiasm for their TQM efforts. 
B)  Management should ensure that the TQM effort also taps intrinsic motivation. 
C)  The gain-sharing program probably gives a greater proportion of the rewards to employees at higher levels of the organization. 
D)  Quality to the customer may drop as improvement efforts become more focused on financial results.

Question 8

Which of the following sequences demonstrates the lowest-to-highest order for evaluating training effectiveness?

Accepted Answer

A)  What changes in behavior resulted? (Behavior) II. What are the tangible results of the program? (Results) III. What principles, facts, or techniques were learned? (Learning) IV. How well did attendees like the program? (Reaction) 
B)  I, II, III, IV 
C)  III, IV, II, I 
D)  II, I, III, IV 
E)  IV, III, I, II 
A)  What changes in behavior resulted? (Behavior) II. What are the tangible results of the program? (Results) III. What principles, facts, or techniques were learned? (Learning) IV. How well did attendees like the program? (Reaction) 
B)  I, II, III, IV 
C)  III, IV, II, I 
D)  II, I, III, IV 
E)  IV, III, I, II

Question 9

Which of the following is not an advantage of a formal project report?

Accepted Answer

A)  They generally address a specific issue. 
B)  They are suitable for long-term retention. 
C)  They usually include additional background information. 
D)  They are useful to individuals not closely involved with the project. 
A)  They generally address a specific issue. 
B)  They are suitable for long-term retention. 
C)  They usually include additional background information. 
D)  They are useful to individuals not closely involved with the project.

Question 10

Segmentation of a teaching hospital's patient database would be:

Accepted Answer

A)  Useful in allocating physical resources. II. Helpful in balancing staffing needs. III. Advantageous in the process of applying for additional funding to accommodate projected demands on facilities and staff. IV. Impractical because of the transient nature of the patient base. 
B)  IV only 
C)  I and II only 
D)  III only 
E)  I, II, and III only 
A)  Useful in allocating physical resources. II. Helpful in balancing staffing needs. III. Advantageous in the process of applying for additional funding to accommodate projected demands on facilities and staff. IV. Impractical because of the transient nature of the patient base. 
B)  IV only 
C)  I and II only 
D)  III only 
E)  I, II, and III only

Question 11

Which of the following are good reasons for including workforce personnel on project teams?

Accepted Answer

A)  Provide subject matter expertise. II. Reduce the upper management time commitment. III. Increase worker participation in the improvement process. IV. Reduce the direct-labor allocation on over-budget product lines. 
B)  I and III only 
C)  II and IV only 
D)  I, III, and IV only 
E)  I, II, III, and IV 
A)  Provide subject matter expertise. II. Reduce the upper management time commitment. III. Increase worker participation in the improvement process. IV. Reduce the direct-labor allocation on over-budget product lines. 
B)  I and III only 
C)  II and IV only 
D)  I, III, and IV only 
E)  I, II, III, and IV

Question 12

Facts pertaining to which of the following would be critical in developing a system of supplier performance measurement for an aircraft engine manufacturer?

Accepted Answer

A)  Amount of technical support provided by the supplier II. Supplier Cpk III. Defective product reworked before shipment IV. MTBF of product after installation 
B)  II and IV only 
C)  I, II, III, and IV 
D)  I and II only 
E)  I, II, and IV only 
A)  Amount of technical support provided by the supplier II. Supplier Cpk III. Defective product reworked before shipment IV. MTBF of product after installation 
B)  II and IV only 
C)  I, II, III, and IV 
D)  I and II only 
E)  I, II, and IV only

Question 13

In preparation for strategic planning, organizations should look closely at their industry to determine:

Accepted Answer

A)  The amount of excess capacity. II. Which competitors might join forces and become a greater threat. III. How employees perceive competitor advertisements. IV. What changes in regulatory requirements are likely to occur. 
B)  I and II 
C)  II and III 
D)  I, II, and IV 
E)  I, II, III, and IV 
A)  The amount of excess capacity. II. Which competitors might join forces and become a greater threat. III. How employees perceive competitor advertisements. IV. What changes in regulatory requirements are likely to occur. 
B)  I and II 
C)  II and III 
D)  I, II, and IV 
E)  I, II, III, and IV

Question 14

Which of the following elements would be expected to be included in a good project plan?

Accepted Answer

A)  Cost-benefit analysis II. Timetable for completion III. Description of required resources IV. Statement of project deliverables 
B)  I and II only 
C)  II and III only 
D)  I, III, and IV only 
E)  I, II, III, and IV 
A)  Cost-benefit analysis II. Timetable for completion III. Description of required resources IV. Statement of project deliverables 
B)  I and II only 
C)  II and III only 
D)  I, III, and IV only 
E)  I, II, III, and IV

Question 15

Which of the following is the least desirable goal of the customer-supplier relationship?

Accepted Answer

A)  Maximize return on investment. 
B)  Satisfy shared customers further along the customer-supplier chain. 
C)  Prohibit less capable suppliers from entering the market. 
D)  Ensure high levels of quality in incoming materials. 
A)  Maximize return on investment. 
B)  Satisfy shared customers further along the customer-supplier chain. 
C)  Prohibit less capable suppliers from entering the market. 
D)  Ensure high levels of quality in incoming materials.

Question 16

Some of the metrics that could be used to measure performance of a commercial painting contractor are:

Accepted Answer

A)  On-time completion of a painting contract. II. Quality rating resulting from customer 's third-party on-site inspection. III. Amount (time and cost) or rework required. IV. Accuracy of billing. 
B)  I, II, III, and IV 
C)  I and III only 
D)  I, II, and III only 
E)  I, III, and IV only 
A)  On-time completion of a painting contract. II. Quality rating resulting from customer 's third-party on-site inspection. III. Amount (time and cost) or rework required. IV. Accuracy of billing. 
B)  I, II, III, and IV 
C)  I and III only 
D)  I, II, and III only 
E)  I, III, and IV only

Question 17

Management's goal is to continually improve customer service and satisfaction. Their actions include the following. Which of these actions is least likely to help achieve the goal?

Accepted Answer

A)  Provide for positive reinforcement to employees who are trying to satisfy customers. 
B)  Encourage and support cooperation and conformance to quality standards amongst internal customers. 
C)  Establish an employee suggestion box system. 
D)  Ensure that employees have the training, information, and physical things they need to do their jobs well. 
A)  Provide for positive reinforcement to employees who are trying to satisfy customers. 
B)  Encourage and support cooperation and conformance to quality standards amongst internal customers. 
C)  Establish an employee suggestion box system. 
D)  Ensure that employees have the training, information, and physical things they need to do their jobs well.

Question 18

All except one of the following is a technique used in assessing training needs. Which one is not?

Accepted Answer

A)  Critical incident analysis 
B)  Focus group 
C)  Task analysis 
D)  Performance problem analysis 
A)  Critical incident analysis 
B)  Focus group 
C)  Task analysis 
D)  Performance problem analysis

Question 19

A work team has identified three software packages that will help them dramatically improve a process and needs to decide which to purchase. Each package has some of the same and some different features and there are many different criteria that need to be used in making the decision. Which of the following tools is likely to be most valuable for helping the team decide?

Accepted Answer

A)  Priorities matrix 
B)  Tree diagram 
C)  Matrix diagram 
D)  Activity network diagram 
A)  Priorities matrix 
B)  Tree diagram 
C)  Matrix diagram 
D)  Activity network diagram

Question 20

Which of the following is true about the relationship between Cp and Cpk?

Accepted Answer

A)  Cp = Cpk when the process is centered. II. Cpk is always less than or equal to Cp. III. Cp is always less than or equal to Cpk. IV. There is no direct relationship between Cp and Cpk. 
B)  I only 
C)  IV only 
D)  I and II only 
E)  III and IV only 
A)  Cp = Cpk when the process is centered. II. Cpk is always less than or equal to Cp. III. Cp is always less than or equal to Cpk. IV. There is no direct relationship between Cp and Cpk. 
B)  I only 
C)  IV only 
D)  I and II only 
E)  III and IV only

Which of the following are methods for mitigating risks?

Theory of constraints:

Two human resource functions that typically are shared with other organizational components are:

Which of the following is the most appropriate sequence of events for administering a customer satisfaction survey, from beginning to end?

A chairperson may be a leader and/or manager, depending much upon the influence he or she may have on an organization and the decision authority granted. There are many roles a manager may perform. As an ethicist he/she:

A listening post is a:

As part of the continued evolution of their TQM philosophy, a company recently devised a sophisticated gain-sharing program that allows all employees to obtain financial rewards from improved organizational performance. Which of the following is true?

Which of the following sequences demonstrates the lowest-to-highest order for evaluating training effectiveness?

Which of the following is not an advantage of a formal project report?

Segmentation of a teaching hospital's patient database would be:

Which of the following are good reasons for including workforce personnel on project teams?

Facts pertaining to which of the following would be critical in developing a system of supplier performance measurement for an aircraft engine manufacturer?

In preparation for strategic planning, organizations should look closely at their industry to determine:

Which of the following elements would be expected to be included in a good project plan?

Which of the following is the least desirable goal of the customer-supplier relationship?

Some of the metrics that could be used to measure performance of a commercial painting contractor are:

Management's goal is to continually improve customer service and satisfaction. Their actions include the following. Which of these actions is least likely to help achieve the goal?

All except one of the following is a technique used in assessing training needs. Which one is not?

Which of the following is true about the relationship between Cp and Cpk?

Certified Quality Auditor

Certified Quality Engineer

Certified Quality Improvement Associate

Certified Six Sigma Black Belt

Six Sigma Green Belt

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Exam 1: Certified Manager of Quality/Organizational Excellence

Which of the following are methods for mitigating risks?

Theory of constraints:

Two human resource functions that typically are shared with other organizational components are:

Which of the following is the most appropriate sequence of events for administering a customer satisfaction survey, from beginning to end?

A chairperson may be a leader and/or manager, depending much upon the influence he or she may have on an organization and the decision authority granted. There are many roles a manager may perform. As an ethicist he/she:

A listening post is a:

As part of the continued evolution of their TQM philosophy, a company recently devised a sophisticated gain-sharing program that allows all employees to obtain financial rewards from improved organizational performance. Which of the following is true?

Which of the following sequences demonstrates the lowest-to-highest order for evaluating training effectiveness?

Which of the following is not an advantage of a formal project report?

Segmentation of a teaching hospital's patient database would be:

Which of the following are good reasons for including workforce personnel on project teams?

Facts pertaining to which of the following would be critical in developing a system of supplier performance measurement for an aircraft engine manufacturer?

In preparation for strategic planning, organizations should look closely at their industry to determine:

Which of the following elements would be expected to be included in a good project plan?

Which of the following is the least desirable goal of the customer-supplier relationship?

Some of the metrics that could be used to measure performance of a commercial painting contractor are:

Management's goal is to continually improve customer service and satisfaction. Their actions include the following. Which of these actions is least likely to help achieve the goal?

All except one of the following is a technique used in assessing training needs. Which one is not?

Which of the following is true about the relationship between Cp and Cpk?

Certified Quality Auditor

Certified Quality Engineer

Certified Quality Improvement Associate

Certified Six Sigma Black Belt

Six Sigma Green Belt

Filters