Question 1

In the development of a consumer appliance product survey which of the following data would likely aid the process?

Accepted Answer

A)  An analysis of customer complaints received II. Satisfaction data from a customer focus group III. Number of product defects detected prior to shipments IV. Warranty registration data 
B)  I only 
C)  I, II, III, and IV 
D)  I and II only 
E)  I, II, and IV only 
A)  An analysis of customer complaints received II. Satisfaction data from a customer focus group III. Number of product defects detected prior to shipments IV. Warranty registration data 
B)  I only 
C)  I, II, III, and IV 
D)  I and II only 
E)  I, II, and IV only

Question 2

The decision-making authority delegated to lower management levels depends on:

Accepted Answer

A)  The situation II. The extent of centralization or decentralization III. Which people in the organization have the best information IV. The complexity of the environment in which the organization functions 
B)  I and III 
C)  II and IV 
D)  I, II, and IV 
E)  I, II, III, and IV 
A)  The situation II. The extent of centralization or decentralization III. Which people in the organization have the best information IV. The complexity of the environment in which the organization functions 
B)  I and III 
C)  II and IV 
D)  I, II, and IV 
E)  I, II, III, and IV

Question 3

The most critical consideration in the deployment of strategic plans is:

Accepted Answer

A)  Sufficient resources can be made available to carry out the plans. 
B)  The strategic goals do not exceed the present organization's capabilities. 
C)  Middle management agrees with senior management that the strategic objectives are achievable. 
D)  A process for tracking and measuring achievement of strategic goals is in place. 
A)  Sufficient resources can be made available to carry out the plans. 
B)  The strategic goals do not exceed the present organization's capabilities. 
C)  Middle management agrees with senior management that the strategic objectives are achievable. 
D)  A process for tracking and measuring achievement of strategic goals is in place.

Question 4

Which of the following is not a technique or practice involved in supplier logistics management?

Accepted Answer

A)  Buffer inventory 
B)  Kanban 
C)  Modular assembly 
D)  Ship-to-stock 
A)  Buffer inventory 
B)  Kanban 
C)  Modular assembly 
D)  Ship-to-stock

Question 5

The primary goal of procurement management is to:

Accepted Answer

A)  Purchase goods that meet specified requirements. 
B)  Form a partnership to recognize key suppliers. 
C)  Foster sole-sourcing to reduce variation. 
D)  Reduce new-product development cycle time. 
A)  Purchase goods that meet specified requirements. 
B)  Form a partnership to recognize key suppliers. 
C)  Foster sole-sourcing to reduce variation. 
D)  Reduce new-product development cycle time.

Question 6

Knowledge management involves all but which of the following?

Accepted Answer

A)  Recording and storing all the tacit knowledge of all the employees. 
B)  Documenting "lessons learned" from product development projects. 
C)  Determining what knowledge to record and store, and by whom and how it will be accessed and used. 
D)  Building and reinforcing an organization culture that supports and promotes reusing knowledge rather than reinventing knowledge. 
A)  Recording and storing all the tacit knowledge of all the employees. 
B)  Documenting "lessons learned" from product development projects. 
C)  Determining what knowledge to record and store, and by whom and how it will be accessed and used. 
D)  Building and reinforcing an organization culture that supports and promotes reusing knowledge rather than reinventing knowledge.

Question 7

Which of the following quality tools is most likely to identify a specific quality system effectiveness problem to be addressed?

Accepted Answer

A)  Process map 
B)  Balanced scorecard 
C)  Quality management system audit 
D)  Employee performance appraisal 
A)  Process map 
B)  Balanced scorecard 
C)  Quality management system audit 
D)  Employee performance appraisal

Question 8

A common approach to understanding and improving a process is to:

Accepted Answer

A)  Convene a focus group to study the process. 
B)  Form a cross-functional ad hoc team to map the existing process, then after analysis, map the process as it might appear after improvement. 
C)  Implement statistical process control. 
D)  Audit the process to the ISO 9001 standard. 
A)  Convene a focus group to study the process. 
B)  Form a cross-functional ad hoc team to map the existing process, then after analysis, map the process as it might appear after improvement. 
C)  Implement statistical process control. 
D)  Audit the process to the ISO 9001 standard.

Question 9

In selecting among different projects, the time value of money is considered for which of the following reasons?

Accepted Answer

A)  To perform a cost-benefit analysis II. To prioritize investments III. To predict cash flow IV. To reduce operating costs 
B)  I, II, and III only 
C)  I, II, III, and IV 
D)  III and IV only 
E)  I and II only 
A)  To perform a cost-benefit analysis II. To prioritize investments III. To predict cash flow IV. To reduce operating costs 
B)  I, II, and III only 
C)  I, II, III, and IV 
D)  III and IV only 
E)  I and II only

Question 10

One of the most important customer service principles to apply is:

Accepted Answer

A)  "The customer is always right." 
B)  When dealing with a problem, thank the customer for bringing the problem to you and allowing you to help resolve the problem. 
C)  State your organization's policy regarding handling of such problems. 
D)  Be sure the customer realizes you are not responsible for the problem. 
A)  "The customer is always right." 
B)  When dealing with a problem, thank the customer for bringing the problem to you and allowing you to help resolve the problem. 
C)  State your organization's policy regarding handling of such problems. 
D)  Be sure the customer realizes you are not responsible for the problem.

Question 11

Some of the issues that make leadership difficult to define include:

Accepted Answer

A)  Leadership of an organization may be an appointed role 
B)  Leadership may be taken on at various times by different people who are working together on a particular project 
C)  Deming described primary responsibility of a leader as transformation of the organization 
D)  A, B and C all are correct 
A)  Leadership of an organization may be an appointed role 
B)  Leadership may be taken on at various times by different people who are working together on a particular project 
C)  Deming described primary responsibility of a leader as transformation of the organization 
D)  A, B and C all are correct

Question 12

To further improve customer loyalty, an investment service organization may effectively use which of the following strategies?

Accepted Answer

A)  A lost-customer analysis II. Free lessons for customers on how to make wise investments III. A customer panel to determine acceptability of a free quarterly newsletter highlighting the lives of long-term investors IV. Direct computer access to market information and investment analysis data for high-value customers 
B)  I and III only 
C)  I, II, III, and IV 
D)  II, III, and IV only 
E)  I only 
A)  A lost-customer analysis II. Free lessons for customers on how to make wise investments III. A customer panel to determine acceptability of a free quarterly newsletter highlighting the lives of long-term investors IV. Direct computer access to market information and investment analysis data for high-value customers 
B)  I and III only 
C)  I, II, III, and IV 
D)  II, III, and IV only 
E)  I only

Question 13

Bottom-to-top communication techniques include all the following except:

Accepted Answer

A)  Employee suggestion boxes. 
B)  Quality circles. 
C)  Performance reviews. 
D)  Employee satisfaction surveys. 
A)  Employee suggestion boxes. 
B)  Quality circles. 
C)  Performance reviews. 
D)  Employee satisfaction surveys.

Question 14

The most critical use for project portfolio analysis is to:

Accepted Answer

A)  Compare the net value of a new project relative to continuing previously approved projects 
B)  Determine the best time to start a new project 
C)  Assess the feasibility of starting a new project relative to the resources being allocated to existing projects as well as assessing the strategic fit of the new project 
D)  Make room for a new project by canceling or postponing an existing project that will not produce as high an ROI as the new project 
A)  Compare the net value of a new project relative to continuing previously approved projects 
B)  Determine the best time to start a new project 
C)  Assess the feasibility of starting a new project relative to the resources being allocated to existing projects as well as assessing the strategic fit of the new project 
D)  Make room for a new project by canceling or postponing an existing project that will not produce as high an ROI as the new project

Question 15

Which of these circumstances might reasonably prompt a reevaluation of an organization's policies and strategic objectives?

Accepted Answer

A)  The retirement of the CEO II. A merger with another company III. Divestiture of a major division IV. Obsolescence of a major technology 
B)  I, II, III, and IV 
C)  II, III, and IV only 
D)  I, II, and IV only 
E)  II and III only 
A)  The retirement of the CEO II. A merger with another company III. Divestiture of a major division IV. Obsolescence of a major technology 
B)  I, II, III, and IV 
C)  II, III, and IV only 
D)  I, II, and IV only 
E)  II and III only

Question 16

All except one of the following could be a process goal for a for-profit service organization. Which one?

Accepted Answer

A)  Ensure that the design of a service to customers follows industry safety standards. 
B)  Ensure that the service delivered produces a profit. 
C)  Dedication to continual process improvement. 
D)  Discipline any employee who fails to meet the service standards of the organization. 
A)  Ensure that the design of a service to customers follows industry safety standards. 
B)  Ensure that the service delivered produces a profit. 
C)  Dedication to continual process improvement. 
D)  Discipline any employee who fails to meet the service standards of the organization.

Question 17

Which of the following are ways to promote quality and teamwork in organizations?

Accepted Answer

A)  Reducing hierarchies II. Creating steering committees III. Recognizing internal customers IV. Structuring the organization into teams 
B)  I and III only 
C)  II and IV only 
D)  I, II, and III only 
E)  I, II, III, and IV 
A)  Reducing hierarchies II. Creating steering committees III. Recognizing internal customers IV. Structuring the organization into teams 
B)  I and III only 
C)  II and IV only 
D)  I, II, and III only 
E)  I, II, III, and IV

Question 18

Categorizing the cost of quality into failure costs, appraisal costs, and prevention costs is essential to be able to:

Accepted Answer

A)  Reduce the total cost of quality to as near zero as possible. 
B)  Allocate efforts to effectively balance reduction of failures with detection of failures, as well as preventing failures. 
C)  Substantially increase appraisal costs to detect failures before shipment. 
D)  Virtually eliminate appraisal costs by adding to prevention efforts. 
A)  Reduce the total cost of quality to as near zero as possible. 
B)  Allocate efforts to effectively balance reduction of failures with detection of failures, as well as preventing failures. 
C)  Substantially increase appraisal costs to detect failures before shipment. 
D)  Virtually eliminate appraisal costs by adding to prevention efforts.

Question 19

One of the best tools for assessing the impacts of identified risks in the design of a hydroelectric dam and power station is:

Accepted Answer

A)  Failure mode and effects analysis 
B)  Mean time between failure 
C)  Cost of poor quality 
D)  Reliability studies 
A)  Failure mode and effects analysis 
B)  Mean time between failure 
C)  Cost of poor quality 
D)  Reliability studies

Question 20

Managing change is particularly complex due to the fact that much of what must be changed often consists of intangibles such as beliefs, behavior s and policies. These types of constraints are more difficult to identify. We can get help from:

Accepted Answer

A)  GATT chart 
B)  PERT chart 
C)  A force-field analysis 
D)  None of these 
A)  GATT chart 
B)  PERT chart 
C)  A force-field analysis 
D)  None of these

In the development of a consumer appliance product survey which of the following data would likely aid the process?

The decision-making authority delegated to lower management levels depends on:

The most critical consideration in the deployment of strategic plans is:

Which of the following is not a technique or practice involved in supplier logistics management?

The primary goal of procurement management is to:

Knowledge management involves all but which of the following?

Which of the following quality tools is most likely to identify a specific quality system effectiveness problem to be addressed?

A common approach to understanding and improving a process is to:

In selecting among different projects, the time value of money is considered for which of the following reasons?

One of the most important customer service principles to apply is:

Some of the issues that make leadership difficult to define include:

To further improve customer loyalty, an investment service organization may effectively use which of the following strategies?

Bottom-to-top communication techniques include all the following except:

The most critical use for project portfolio analysis is to:

Which of these circumstances might reasonably prompt a reevaluation of an organization's policies and strategic objectives?

All except one of the following could be a process goal for a for-profit service organization. Which one?

Which of the following are ways to promote quality and teamwork in organizations?

Categorizing the cost of quality into failure costs, appraisal costs, and prevention costs is essential to be able to:

One of the best tools for assessing the impacts of identified risks in the design of a hydroelectric dam and power station is:

Managing change is particularly complex due to the fact that much of what must be changed often consists of intangibles such as beliefs, behavior s and policies. These types of constraints are more difficult to identify. We can get help from:

Certified Quality Auditor

Certified Quality Engineer

Certified Quality Improvement Associate

Certified Six Sigma Black Belt

Six Sigma Green Belt

Filters

Exam 1: Certified Manager of Quality/Organizational Excellence

In the development of a consumer appliance product survey which of the following data would likely aid the process?

The decision-making authority delegated to lower management levels depends on:

The most critical consideration in the deployment of strategic plans is:

Which of the following is not a technique or practice involved in supplier logistics management?

The primary goal of procurement management is to:

Knowledge management involves all but which of the following?

Which of the following quality tools is most likely to identify a specific quality system effectiveness problem to be addressed?

A common approach to understanding and improving a process is to:

In selecting among different projects, the time value of money is considered for which of the following reasons?

One of the most important customer service principles to apply is:

Some of the issues that make leadership difficult to define include:

To further improve customer loyalty, an investment service organization may effectively use which of the following strategies?

Bottom-to-top communication techniques include all the following except:

The most critical use for project portfolio analysis is to:

Which of these circumstances might reasonably prompt a reevaluation of an organization's policies and strategic objectives?

All except one of the following could be a process goal for a for-profit service organization. Which one?

Which of the following are ways to promote quality and teamwork in organizations?

Categorizing the cost of quality into failure costs, appraisal costs, and prevention costs is essential to be able to:

One of the best tools for assessing the impacts of identified risks in the design of a hydroelectric dam and power station is:

Managing change is particularly complex due to the fact that much of what must be changed often consists of intangibles such as beliefs, behavior s and policies. These types of constraints are more difficult to identify. We can get help from:

Certified Quality Auditor

Certified Quality Engineer

Certified Quality Improvement Associate

Certified Six Sigma Black Belt

Six Sigma Green Belt

Filters