Question 1

It may work behind the scenes or be highly visible to followers. Through personal motivation and power of persuasion, this leader gathers followers to a common goal, sometimes inciting the followers to take physical action against a targeted group. It is a:

Accepted Answer

A)  Cause leader 
B)  Organization leader 
C)  Opinion leader 
D)  Public leader

Question 2

Situational leadership is applicable when:

Accepted Answer

A)  One approach does not meet every situation II. A new person on the job requires a lot of direction III. A new process has been introduced IV. The performer has mastered the task assigned 
B)  II and III only 
C)  IV only 
D)  I, II, III, and IV 
E)  III only

Question 3

An acute-care unit of a medium-size hospital wants to develop a standardized approach to root cause analysis to improve diagnostic effectiveness. What tools should they consider for their "toolbox"?

Accepted Answer

A)  Flowchart II. Check sheet and Pareto chart III. Fishbone chart IV. Five whys 
B)  Histogram and scatter diagram VI. Control charts VII. DMAIC 
C)  II, III, IV, and VII only 
D)  VII only 
E)  IV and VII only
F) I, II, III, IV, V, VI, and VII

Question 4

A leader derives her or his leadership role from:

Accepted Answer

A)  Her or his experience and training 
B)  Acceptance of her or his direction by the followers 
C)  Top management 
D)  Acceptance by the external customers and the public

Question 5

A modification of Lewin's unfreezing-moving-refreezing model may provide support for change. According to this model there are following ways to reduce change resistance Except:

Accepted Answer

A)  Understand the emotional impact of change 
B)  Understand the impact of change to intellectual property 
C)  Be consistent in responding to resistance 
D)  Be flexible, be patient and be supportive

Question 6

You have been meeting every day for four days with the purchasing manager, trying to decide the relative responsibilities of the quality and purchasing departments for dealing with supplier problems. Which of the following would likely be least effective at helping reach agreement?

Accepted Answer

A)  Meet in a conference room rather than one of your offices. 
B)  Wait several days before meeting again. 
C)  Write a procedure outlining how you believe the process should work. 
D)  Spend more time listening than talking, in order to understand the purchasing manager 's viewpoint.

Question 7

Organizational components that not only support other internal functions but also support external stakeholders are:

Accepted Answer

A)  Information technology and human resources. 
B)  Finance and customer service. 
C)  Engineering and R& 
D)  D.Marketing and quality.

Question 8

Given a four-week project involving 22 tasks, a budget of $22,000, and a part-time team (project manager and two analysts), which project management tool will most likely be used to display project progress to management?

Accepted Answer

A)  Work breakdown structure 
B)  Network diagram 
C)  Budget variance report 
D)  Gantt/milestone chart

Question 9

Training appears to be needed in all but one of the following situations. Which one?

Accepted Answer

A)  A new law requires that training be done 
B)  A continual stream of terminations and new hires is occurring 
C)  A cell structure is being created and all employees within each cell must be able to do any task within the cell 
D)  All employees must learn basic quality principles

Question 10

The best tool for analyzing the relationship, over time, between quantitative data from two variables suspected to influence one another, is a:

Accepted Answer

A)  Pareto chart 
B)  Scatter diagram 
C)  Interrelationship digraph 
D)  Affinity diagram

Question 11

From the following pairs, select the most critical factors relating to training:

Accepted Answer

A)  Support is derived from the strategic plan and the personal commitment and involvement of top management. 
B)  Top management commitment and employee acceptance of the need for training. 
C)  What training is needed and when. 
D)  Who will deliver training and to whom.

Question 12

A clustered-preference customer segment would be characterized by:

Accepted Answer

A)  Consumer preferences that vary a great deal. 
B)  Consumers having roughly the same preferences. 
C)  Competing products that would be dissimilar between clusters. 
D)  Competing products that would be similar between clusters.

Question 13

Which of the following is the primary purpose of training?

Accepted Answer

A)  Improved technological capabilities 
B)  Improved human resource capabilities 
C)  Improved employee satisfaction 
D)  Improved operational results

Question 14

A team is frustrated by the difficulty of the project on which they're working, and has asked the sponsor to attend their next meeting. The sponsor should:

Accepted Answer

A)  Decline, since the team needs to own the process. 
B)  Attend with a clear vision of the importance of the project. 
C)  Try to identify resisting forces before attending the meeting. 
D)  Attend and communicate a sense of urgency.

Question 15

In an organization, the members do have generally inward focus. The day-to-day attention of many members of the organization may not get external focus to look for ideas, support and feedback. The possible solution for such a situation may be:

Accepted Answer

A)  To ensure the strategic and operational plans clearly indicate the priorities and strategies for the organization 
B)  To communicate, communicate, and communicate! 
C)  To ensure that authority levels are clearly spelled out for typical situations 
D)  To have employees go outside the organizational walls

Question 16

Based only on the following data, which answer is correct? Purchased 12 delivery trucks for a total of $360,000 Estimated the payback from an ISO 9000 QMS project at $1,200,000 Net income for the year is $3,600,000 Spent $400,000 on implementing the ISO 9001-based QMS

Accepted Answer

A)  ROI is $3: 1 RONA is $10: 1 
B)  ROI is 33% RONA is $9: 1 
C)  ROI is 30% RONA is $10: 1 
D)  ROI is $3: 1 RONA is $9: 1

Question 17

Looking at the following data: 40, 20, 10, 20, 50, 90, 80, 30, 20, 40 the mean is , the median is ,

Accepted Answer

A)  40, 35, 20 
B)  40, 20, 40 
C)  20, 40, 40 
D)  45, 70, 20

Question 18

This individual may be perceived as a leader by his or her subordinates, peers and bosses for exhibiting one or more of these qualities: 1. Knowledge 2. Skills 3. Experience 4. Charisma 5. Action 6. Convincing speech 7. Empathy 8. Ethics 9. Empowerment 10. Collaboration 11. Support Who is this?

Accepted Answer

A)  Cause leader 
B)  Organization leader 
C)  Opinion leader 
D)  Public leader

Question 19

Is a person from outside the organization who has been hired to advise and help facilitate the change process? He/she has greater degree of freedom and should be better able to access activities and provide honest feedback.

Accepted Answer

A)  Change agent 
B)  Mentor 
C)  Ethicist 
D)  Business Generator

Question 20

To gain a competitive edge, a commercial flower grower seeks a technology solution that will improve productivity, quality, customer satisfaction, and profits. Which of the following actions would provide the best results within one year?

Accepted Answer

A)  Contract with a call center to handle customer complaints. 
B)  Set up an informational Web site to display flowers available. 
C)  Implement a GIS mapping system to more effectively allocate growing space based on growth requirements of the flowers, soil conditions, sunlight, and irrigation channels. 
D)  Provide field workers with portable devices for recording flower growth, quality factors, and yield-for downloading nightly to a program to compute productivity, quality status, and potential yield by type of crop and when it will be available for shipment.

Exam 1: Certified Manager of Quality/Organizational Excellence

It may work behind the scenes or be highly visible to followers. Through personal motivation and power of persuasion, this leader gathers followers to a common goal, sometimes inciting the followers to take physical action against a targeted group. It is a:

Situational leadership is applicable when:

An acute-care unit of a medium-size hospital wants to develop a standardized approach to root cause analysis to improve diagnostic effectiveness. What tools should they consider for their "toolbox"?

A leader derives her or his leadership role from:

A modification of Lewin's unfreezing-moving-refreezing model may provide support for change. According to this model there are following ways to reduce change resistance Except:

You have been meeting every day for four days with the purchasing manager, trying to decide the relative responsibilities of the quality and purchasing departments for dealing with supplier problems. Which of the following would likely be least effective at helping reach agreement?

Organizational components that not only support other internal functions but also support external stakeholders are:

Given a four-week project involving 22 tasks, a budget of $22,000, and a part-time team (project manager and two analysts) , which project management tool will most likely be used to display project progress to management?

Training appears to be needed in all but one of the following situations. Which one?

The best tool for analyzing the relationship, over time, between quantitative data from two variables suspected to influence one another, is a:

From the following pairs, select the most critical factors relating to training:

A clustered-preference customer segment would be characterized by:

Which of the following is the primary purpose of training?

A team is frustrated by the difficulty of the project on which they're working, and has asked the sponsor to attend their next meeting. The sponsor should:

In an organization, the members do have generally inward focus. The day-to-day attention of many members of the organization may not get external focus to look for ideas, support and feedback. The possible solution for such a situation may be:

Based only on the following data, which answer is correct? Purchased 12 delivery trucks for a total of $360,000 Estimated the payback from an ISO 9000 QMS project at $1,200,000 Net income for the year is $3,600,000 Spent $400,000 on implementing the ISO 9001-based QMS

Looking at the following data: 40, 20, 10, 20, 50, 90, 80, 30, 20, 40 the mean is , the median is ,

This individual may be perceived as a leader by his or her subordinates, peers and bosses for exhibiting one or more of these qualities: 1. Knowledge 2. Skills 3. Experience 4. Charisma 5. Action 6. Convincing speech 7. Empathy 8. Ethics 9. Empowerment 10. Collaboration 11. Support Who is this?

Is a person from outside the organization who has been hired to advise and help facilitate the change process? He/she has greater degree of freedom and should be better able to access activities and provide honest feedback.

To gain a competitive edge, a commercial flower grower seeks a technology solution that will improve productivity, quality, customer satisfaction, and profits. Which of the following actions would provide the best results within one year?