Exam 1: Certified Manager of Quality/Organizational Excellence

At a distributor of plumbing supplies, which one of the following actions will have the most positive influence on employees to improve products, processes, and services?

A department has been asked to name two employees who will become part of a temporary team set up by an external customer to resolve a recurring problem. Which of the following is the least important criterion for selecting the two representatives?

Which of the following is true?

In computing ROTI, which of the following would not be considered a training cost?

Knowledge and application of which of the following management theories and styles would be most useful to a manager dealing with an employee who is performing poorly?

A tool used to assess the readiness of the organization to embrace and institutionalize change is:

The Baldrige Award performance excellence criteria address which types of performance?

A stakeholder analysis would:

An action of highest priority is for suppliers to:

Many executives believe now believe that decisions should be made by those people with the best information to make decisions, regardless of their level in the organization. More decentralization might be needed under one or more of the following conditions:

An important benefit of using an internal change agent versus an external change agent is to:

All but one of the following relates to how adults learn. Which one?

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 a trainer he/she:

Typical tools used as aids in selecting members for a process improvement team are:

In developing a private college's balanced scorecard, which four of the following information categories would be best to consider?

Considering the maturity factor, the task and relationship behaviors comprise four leadership styles. These styles are: High task; low relationship, High task; High relationship, High relationship; Low task, Low relationship; Low task. Leadership style where decisions are explained and where there is opportunity to clarify and ask questions is:

Managers who take shortcuts, push employees beyond their limits, eliminate training, and neglect equipment maintenance probably are:

Typical factors chosen as criteria for supplier selection would include all but:

Three hospitals are located within the same metropolitan area. One hospital determined that both its cafeteria and its gift shop ranked lower in variety and convenience than the other two hospitals. Which of the following actions would be most appropriate?

All but one of the following tool sets could be used to help an educational institution identify the cause of excessive student tardiness. Which one could not?