CMQ Exam 3 - Responses

Classification: Internal
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Home » Content » 4895 » Myresults » 258178 » CMQ/OE: ASQ Manager of Quality/Organizational
Excellence - Full
CMQ/OE: ASQ Manager of Quality/Organizational Excellence

- Full
You got 159 of 180 possible points.
Your score was: 88 %
Question Results
Score 1 of 1
Question:
The most important aspect to remember when developing a training program is
Response:
who is being trained
what is being taught
the industry or sector involved
where the class will be taught
Score 1 of 1
Question:
Which of the following factors would be most critical to consider early when contemplating a
conversion of a “brick and mortar” retail business to an e-business?
I. What changes to the customer database are likely and what the ramifications of those changes are
II. What image our new faceless organization will provide to the buying public
III. Should IT be outsourced?
IV. What internal impacts will the change from a personal service orientation to a transaction-
processing orientation have on the workforce we employ and the technology approach we select?
Please choose the correct answer.

Response:
I and IV only
III and IV only
I, II, and IV
III only
Score 1 of 1
Question:
Which of the following communication methods is an example of a type of communication that

needs to be established between the manufacturer and supplier?
Response:
Occasional meetings
Infrequent phone calls
Routine meetings
Non-emergency reporting procedures
Score 1 of 1
Question:
Which of the following items would be subject to a manufacturing company’s formal supplier
quality control?
Response:
The names of the individuals responsible for quality contained in the organization chart
Raw materials used to make the finished product
Office supplies used by the company
Scheduled working hours for the general and administrative staff
Score 0 of 1
Question:
You are the quality manager at a large regional dairy, which has a strong commitment to
training. Due to a major expansion, you will be hiring dozens of new people, most of whom will
have had no background in food processing.
What would be your starting point in developing training for the new hires?
Response:
Make the training focus on cleanliness and contamination control.
Secure adequate funding for training materials
Align training with business needs
Clearly establish plant operational and budget priorities
Score 1 of 1
Question:
During the course of project implementation, any problems or issues that arise should be
Response:
addressed on a first-in first-out basis
logged, numbered, and coded
solved by cross-functional teams
reported immediately to the project manager
Score 1 of 1
Question:
To further improve customer loyalty, an investment service organization may effectively use
which of the following strategies?
I. 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
Response:
I and III only
I, III, and IV only
I only
I, II, III, and IV
Score 1 of 1
Question:
The new operations manager at a laptop computer manufacturer wants to empower the
production technicians to improve productivity. To empower employees, she implements:
Response:
a hierarchical management structure with responsibilities clearly identified for each departmen
business and accounting metrics to support decision making.
management direction and autonomy over tasks and resources.
a system of financial rewards and discipline for behavior.
Score 1 of 1
Question:
A consumer healthcare company has developed a strategic objective to expand market share
by 25% in emerging markets in the Asia Pacific region within three years.
Before action plans are fully developed, to ensure successful deployment of the objective, the
company should:
Response:
Calculate personnel, material, equipment, and capital funds needed over the next three
years to implement the strategic objective.
Determine the personnel, materials, equipment, and capital funds required for the next
fiscal year to implement the objective, as well as demands on existing resources.
Calculate personnel, material, equipment, and capital funds needed over the next fiscal
year to implement the strategic objective.
Determine the personnel, materials, equipment, and capital funds required over the next
three years to implement the objective, as well as demands on existing resources.
Score 1 of 1
Question:
By law, local government “XYZ Township” has jurisdiction and authority over the operations
and activities of the 36 square miles of property lying within the township (this same law
defines the jurisdiction of all townships and cities; another law allows cities to annex portions
of Townships).
When developing its strategic plan, which of the following market forces is the most likely to
threaten the success of XYZ Township’s plans?
Response:
The neighboring (and adjacent) city that wants to annex portions of XYZ Township
Occasional tourists from Russia
A hunting club that wants to open a 100-acre shooting range in the township
Local government “ABC Township” that operates on the other side of the state (over 200 miles
Score 1 of 1
Question:
Scenario planning is used for:

Response:
Analyzing the results of a SWOT analysis.
Determining which method of financial analysis to use.
Deciding which continuous improvement project recommendations to implement first.
Envisioning several alternative strategic viewpoints.
Score 1 of 1
Question:
The priority attributed to quality function is not based on size of the quality department. The
quality function is not:
Response:
A prevention squad
A screen or barrier to protect customer
All of these
Oriented towards defect detection
Score 0 of 1
Question:
The development of a customer-supplier partnership can be a very involved process which

could require a significant amount of time to develop.
What are the critical activities which can signify that a customer-supplier partnership is now in
place?
Response:
The supplier begins to receive longer term contracts for larger volumes of products and service
Both parties work toward mutual benefits after a long-term contract and new product developm
When the customer invites the supplier to become involved in the early stages of a customer's n
development process
When the supplier selection process ends, and initial contract is given which includes the requi
an agreed-upon quality plan
Score 1 of 1
Question:
A listening post is a:
Response:
Physical place in the facility where employees gather to discuss comments heard from
customers.
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.
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.
Place where customer comments, pro and con, are posted for all employees to see.
Score 1 of 1
Question:
You are an experienced human relations consultant and have been contracted by a national
distribution company to improve employee engagement. One of your first tasks was to review
the company’s commitments to engagement.
You found on their website and intranet such statements as “Our employees are our most
important asset”; “We have an open-door policy”; and “We want to hear from you.” In
addition, there is a seldom-used, Web-based suggestion system and an email address where
employees can contact the CEO.
How would you advise the company?
Response:
Develop an employee engagement training program for everyone who manages employees.
Build employee engagement into the performance evaluation of everyone in a position of mana
leadership.
Survey employees to identify the major gaps to be closed, and then facilitate tactical teams to d
closing those gaps.
Find out why the suggestion system is underused and take corrective action.
Score 1 of 1
Question:
Continuous sampling plans are best used for
Response:
just-in-time lots
lots that are continuously staged for inspection
customer-returned material
processes in which no separate lots exist

Score 1 of 1
Question:
Multiple departments compile performance metrics for strategic planning meetings held
quarterly at Oneida University. To maximize their usefulness to Oneida management, the
metrics should be:
Response:
determined based on historical organizational performance.
a key component of managers’ annual performance appraisals.
aligned only with annual goals.
aligned with strategic objectives.
Score 1 of 1
Question:
The quality manager wishes to monitor the quality of incoming raw materials. If the quality can
be measured on a continuous scale and is received infrequently, the appropriate control chart
to use would be:
Response:
P-chart
Exponentially Weighted Moving Average (EWMA) chart
X-bar and R chart
Individuals and Moving Range charts
Score 1 of 1
Question:
Using Deming’s chain reaction theory, rank order the following events that will result from
improving quality, from first to last.
1. The company will stay in business

2. The company will capture the market
3. The company will be able to provide more jobs
4. Productivity will improve
5. Costs will decrease
Response:
1, 5, 4, 2, 3
5, 4, 2, 1, 3
5, 3, 4, 2, 1
1, 2, 3, 4, 5
Score 1 of 1
Question:
Which of the following is a good tool for planning cycle-time reduction and concurrent
operations?
Response:
A Pareto diagram
An X and R chart
A PERT chart
A timeline
Score 1 of 1
Question:
When and why would sampling be an appropriate technique to use to determine acceptability
of product?
Response:
When a customer requires all products to be inspected and meet specifications.
When a product’s acceptable quality level is not specified by the customer.
When a supplier wants to use sampling in place of process control.
When a supplier wants their products to be accepted by customers.
Score 1 of 1
Question:
The measure of variation between the upper process limit and the lower process limit is
necessary to determine what?
Response:
The opportunity to focus on points (instances) that lie above or below the process.
How well the process is performing.
Where there are opportunities for process improvements.
The range of natural variation in the process.
Score 1 of 1
Question:
A production line uses signs at specific points on the line to indicate when components or raw
materials need to be replenished. This practice is an example of
Response:
checkpoints
poka-yoke
kanban
hoshin
Score 1 of 1
Question:
In the late nineteenth century, many organizations adopted the Taylor system of scientific
management by separating
Response:
research from design
engineering from production
management from supervision

planning from execution
Score 0 of 1
Question:
Given the following financial report, what is the total variance for the entire budget?
Response:
0.8359
-0.1963
1.1963
0.1963
Score 1 of 1
Question:
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:
Response:
Understand the emotional impact of change
Be consistent in responding to resistance
Be flexible, be patient and be supportive

Understand the impact of change to intellectual property
Score 1 of 1
Question:
A drug manufacturer with a history of poor financial performance, drug recalls and FDA
warnings declares bankruptcy and is purchased by another company. It introduces cost-
savings plans, breaks the cycle of over-spending, focuses on marketing to new customers.
There is also a renewed effort on manufacturing quality products to meet FDA

standards. Employees are given bonuses and rewards for improvement if the entire team
meets important milestones. The new organization welcomes input from employees to
improve processes and customer service.
What would be a result of this organizational change initiative?
Response:
ReFreezing
Unfreezing
Change Agent
Movement
Score 0 of 1
Question:
Drucker identifies four tasks of management Excluding:

Response:
The task of economic performance
The task to managing the social impacts and social responsibilities of the enterprise
The task of managing within the dimension of budget
The task to make work productive and worker achieving
Score 1 of 1
Question:
Which of the following is the best variable control chart to use if a product takes a long time to
produce?
Response:
Median control chart
X and R Chart
Moving Average Moving Range chart
X and s Chart
Score 1 of 1
Question:
Which of the following is an example of random sampling?
Response:
An inspector selects a representative sample from the population.
An inspector determines the location and characteristics of the sample group.
An inspector samples a portion of the population.
An inspector inspects every 30th product.
Score 1 of 1
Question:
Bottom-to-top communication techniques include all the following except:

Response:
Employee suggestion boxes.
Performance reviews.
Quality circles.
Employee satisfaction surveys.
Score 1 of 1
Question:
Which of these circumstances might reasonably prompt a reevaluation of an organization’s

policies and strategic objectives?
I. The retirement of the CEO

II. A merger with another company
III. Divestiture of a major division
IV. Obsolescence of a major technology
Response:
I, II, and IV only
II and III only
I, II, III, and IV
II, III, and IV only
Score 1 of 1
Question:
The concepts of reliability contain very specific system-related terminology. When the system
relies on a measure of maintainability, or sum of corrective maintenance items, the required
measure of system reliability should be what?
Response:
Mean-Time-to-Repair (MTTR)
Mean-Time-Between-Failures (MTBF)
Mean-Time-To-Restore-System (MTTRS)
Mean-Time-To-Service (MTTS)
Score 1 of 1
Question:
In some organizations, lower-level employees are members of special-purpose teams. The

leaders of these teams are members of higher-level teams, and the leaders of these teams are
members of teams at the highest level.
This structure enhances team-to-team communications and is known as what type of team
structure?
Response:
Multiple participation
Interlocking
Chain line of command
Hierarchical
Score 0 of 1
Question:
Traditionally, which one of the following is the main reason to break the partnership between
customer and supplier?
Response:
Both parties work toward mutual benefits.
Supplier dictates to the customer what they need because many others can have the business if
follow.
Customer dictates to the supplier what they need because many others can have the business if
follow.
Customer cannot share confidential business with the supplier.
Score 1 of 1
Question:
The strategy planning team is in the middle of assessing the best improvement initiative for
Process X. What type of data collection would the team likely choose to drive this program?
Response:
Regulatory trend governing the process
Core competencies of specific competitors with same process
Benchmarking data collection
Competitive analysis of the market
Score 1 of 1
Question:
How would you best ensure that everyone in your nation-wide company receives the same
information about the change in health care benefits?
Response:
Show how the changes would support the company’s mission, vision and values.
This is a task for the health insurance company.
Give all managers a summary of the changes and ask them to communicate this information to
Send a written memo to all employees, followed by Q&A sessions at each location.
Score 1 of 1
Question:
One member of a team frequently displays highly disruptive behavior, despite attempts by the
leaders and facilitator to get this person to follow the team’s ground rules. The team’s
performance has suffered as a result.
As a team leader, what action would you recommend?
Response:
Ask for guidance from the team sponsor.
Do not acknowledge the disruptive behavior and continue to lead the meetings.
Remove the person from the team.
Do not invite the person to future meetings.
Score 1 of 1
Question:
Contract review is a critical part of the quality plan that has a significant impact on the
processes and financial aspect of a company.
Company ABC seems to be successful in bidding for high-revenue customers but has a
historical pattern of losing the account after the learning curve of six months. Major issues
reported by customers included late deliveries and processing errors.
Customers tolerated issues during the learning curve period, but ultimately ended the contract
as issues persisted long after the learning curve. A steering team was assigned to identify the
gap and recommend an improvement plan for the contract review process.
Which of the following would the steering team consider creating as the first step of this
initiative?
Response:
A system to utilize leading and lagging performance indicators as part of the

contract review process.
A training program to address customer-specific requirements in addition to

default procedures.
A customer survey program covering new account feedback on the company's

performance.
Customer-specific documentation system to ensure accessibility and

implementation of required procedures.
Score 1 of 1
Question:
Bob, the warehouse receiving manager, thinks that most employees want to do their jobs well
and look for solutions to challenges as they arise in the warehouse.
Which of the following management theories most appropriately describes Bob’s management
style?
Response:
Learning Theory
Classical Management Theory
Behavioral Management Theory
Human Relations Theory
Score 1 of 1
Question:
How would you provide follow-up reinforcement/reference for a new procedure for assembly
line workers?
Response:
Schedule follow-up training for each worker

Audit employee compliance with the new procedure
Implement computer-based training
Provide job aids at each work station
Score 1 of 1
Question:
The team concept replaced which of the traditional concepts describing the ideal model for
distributing the work assignments?
Response:
Constructive peer feedback
Workforce empowerment
Work unit defined by function
Sharing of leadership and responsibility
Score 0 of 1
Question:
The most common method of presenting supplier performance elements to both supplier and
business customer management is:
Response:
Cost of quality formats
Trend charting
Control charting
Tabular tables
Score 1 of 1
Question:
A Kaizen program was initiated by the director of quality to promote continuous improvement
throughout the organization. This initiative is in support of the company’s strategy to save one
million dollars by next year by reducing internal waste.
To further motivate the workforce in submitting Kaizen ideas, what action should the Director
take?
Response:
Encourage formality to ensure structure in implementation of the program.
Develop a reward or recognition system for the Kaizen program.
Formal planning is not necessary; intuitive decisions should be encouraged.
Focus on workforce participation, not necessarily on objective measurement.
Score 1 of 1
Question:
Entry of new, competitive substitute products, such as plastic in place of metal in cars, most
likely has the effect of:
Response:
raising user purchase prices.
lowering metal-producer selling prices.
increasing chances that the Taft-Hartley Act will be invoked.
increasing demand for metal products.
Score 0 of 1
Question:
Each year, laboratory analysts who perform aseptic testing must pass a written test. Which
metric (rounded to a whole number) describes the dispersion or variability of these test
scores: 99, 88, 85, 100, 72, 93, 85, 98, 97?
Response:
Range= 28
Mean = 93
Median = 93
Standard Deviation = 28
Score 0 of 1
Question:
A small plastic injection molding company has identified the following criteria for selecting its
tooling suppliers:
1. Quality and delivery performance

2. Size of the company
3. Location of the company
4. Technology
Rank the above criteria, from most important to least important.
Response:
1, 2, 3, 4
1, 4, 3, 2
4, 3, 1, 2
3, 1, 4, 2
Score 1 of 1
Question:
A supplier identified seven critical requirements for the production and delivery of a new
product. The supplier determined that it was necessary to notify the manufacturer when
production:
Response:
finishes ahead of schedule.
finishes on schedule.
finishes behind schedule.
begins ahead of schedule.
Score 1 of 1
Question:
Which of the following departments provides services primarily to external customers?

Response:
Marketing
Purchasing
Human resources
Manufacturing
Score 1 of 1
Question:
Strategic plans may be influenced by legal and regulatory factors such as:
Response:
The balanced scorecard
The Food and Drug Administration
Local traffic laws
The New York Stock Exchange
Score 0 of 1
Question:
A clustered-preference customer segment would be characterized by:

Response:
Competing products that would be dissimilar between clusters.
Competing products that would be similar between clusters.
Consumers having roughly the same preferences.
Consumer preferences that vary a great deal.
Score 1 of 1
Question:
If the upper and lower specification limits are set at 6σ, the process capability ration (Cp) is
2.0, and the process capability index (Cpk) is 1.5, a process will:
Response:
produce zero defects per million regardless of changes in the process average.
produce no defects because process variation is so much less than the specification limits.
produce less than 3.4 defects per million even with normal shifts in the process average.
always be stable because the process specification limits are well beyond the process distributio
Score 0 of 1
Question:
The Hoshin strategic planning model distinguishes itself from traditional strategic planning in
that it:
Response:
is goal-/objective-oriented, vertically integrated, and has traceable hierarchy.
incorporates operational and project planning, strategy formationa and

promotes doing, reviewing, and planning.
begins with basic assumptions about the nature of the business, then tries to
develop strategies to achieve objectives related to those assumptions.
includes strategic assessment, strategic direction, strategic plans, program

advice, and a planning, programming, and budgeting system (PPBS).
Score 1 of 1
Question:
Whose philosophy and principles of quality would be most appropriate in a company to

replace an unsuccessful Management by Objectives (MOBO) program?
Response:
Dr. Armand Feigenbaum
Phillip B. Crosby
Dr. W. Edwards Deming
Dr. Joseph M. Juran
Score 1 of 1
Question:
Categorizing the cost of quality into failure costs, appraisal costs, and prevention costs is
essential to be able to:
Response:
Allocate efforts to effectively balance reduction of failures with detection of failures, as well as
Virtually eliminate appraisal costs by adding to prevention efforts.
Reduce the total cost of quality to as near zero as possible.
Substantially increase appraisal costs to detect failures before shipment.
Score 1 of 1
Question:
An employee forgets or refuses to use eye protection during grinding operations. Risks
include painful damage to eyes and possible loss of sight. The grinding can be successfully
accomplished without risk of eye injury by the use of eye protection.
At what phase should this hazard be evaluated?
Response:
The conception phase of the project
The beginning of the project planning phase
The closing phase of the project
The execution phase of the project at each occurrence of eye protection not being used
Score 1 of 1
Question:
In planning the strategy for improving supplier performance, which of the following should be
considered?
I. How the supplier will receive performance feedback

II. How effective is the supplier ’s corrective and preventive action system
III. Whether the supplier ’s quality management system is certified to an industry-pertinent standard
IV. How much of this organization’s resources will be needed to assist suppliers in improving
performance
Response:
II, III, and IV only
III and IV only
I, II, III, and IV
I and IV only
Score 1 of 1
Question:
All except one of the following could be a benefit to a supplier in a partnership or alliance with
a customer. Which one?
Response:
Sharing of resources
Win–win relationship
Eliminate legal risks
Enabled to plan long-term production volume based on customer ’s forecast of demand
Score 1 of 1
Question:
An operator is to assemble certain parts without error. Each assembly may be different
depending on the customer order. Which of the following is the best example of error-proofing
for this situation?
Response:
Each operator is trained on which parts go into each assembly being made available to custome
When the operator is to put together an assembly, only the bins containing the parts for that ass
Standardized work instructions are written and posted at the operations. These contain instructi
assemblies.
When the operator is to put together an assembly, they are given a list containing only the parts
Score 1 of 1
Question:
Which of the following is one advantage of group decision-making?
Response:
Reduced potential for conflict
Increased acceptance of decisions
Increased productivity
Ease of arriving at a decision
Score 0 of 1
Question:
The customer service department of logistic company ABC is responsible for responding to
customer inquiries.
Sometimes this activity can be very hectic, especially if the customer is irate and looking for
an explanation for a missing shipment. The customer service manager requested the quality
department’s help in expediting responses to customers.
Which of the following approaches would the quality department recommend?
Response:
Affinity diagram
Tree diagram
Priority matrix
Interrelationship digraph
Score 1 of 1
Question:
You have recently been promoted to plant manager at a regional food processing company.
The previous manager, who has retired, launched a not-very-successful program to improve
productivity.
It focused on downtime, yield and labor efficiency, and all outcomes. The vice president to
whom you report has said that productivity needs to be the top objective.
What should you do?
Response:
Establish departmental goals and objectives for each factor contributing to productivity.
Scrap what is in place and start over.
Implement a Total Productive Maintenance program similar to those that are working well in o
processing companies.
Review and implement best practices of non-competing food companies.
Score 1 of 1
Question:
If accuracy relates to the validity of a piece of equipment, then precision relates to which of the
following?
Response:
Repeatability
Calibratability
Reliability
Reproducibility
Score 0 of 1
Question:
A company has a good manufacturing quality program in place, but a customer has
experienced a product failure. A process analysis of the manufacturing quality program
highlighted discrepancies and changes that needed to be made to:
Response:
the source of the nonconforming product in the incoming raw materials.

provide objective evidence of performance.
the process capability determination in the manufacturing process.
the quality control checks within the manufacturing process.
Score 0 of 1
Question:
The elevator inspection division of Utah has decided to achieve ISO certification, which will
require standardizing best practices, writing procedures, and training personnel to follow the
procedures.
McClelland, the division manager, works with employees to accomplish this goal by
determining what motivates each one.
 Susan is working on her MBA degree, so the manager asks her to manage the overall
project to achieve results by the deadline.
 Fred volunteers to assist others when they need assistance in meeting their individual
deadlines.
 Evelyn does not like to be micromanaged; the manager defines her expected work output
and a final deadline, but allows Evelyn to determine how to complete the assignment by
the deadline.
McClelland determined that what motivates one person may not motivate another. McClelland
would say that motivating factors for Susan, Fred, and Evelyn, respectively, are
Response:
achievement, intrinsic needs, and power
self-actualization, avoidance, and power
achievement, affiliation, and power
achievement, self-actualization, and power
Score 1 of 1
Question:
The most common argument against improvement teams is:
Response:
The belief that our industrial climate will not support them
Unions will not tolerate them
Management believes the idea is invalid
Workers do not have ideas worthy of consideration
Score 1 of 1
Question:
Who should evaluate the performance of a quality improvement team leader?
Response:
Champion
Other team leaders
Team members
Company’s general manager
Score 1 of 1
Question:
Some of the issues that make leadership difficult to define include:

Response:
Leadership may be taken on at various times by different people who are working together on a
Leadership of an organization may be an appointed role
Deming described primary responsibility of a leader as transformation of the organization
A, B and C all are correct
Score 1 of 1
Question:
Organizational culture is comprised of:

Response:
Strategic plans
Organization policy
Core competency of the organization
Values, norms, and assumptions shared by the organization members
Score 1 of 1
Question:
Select the true statement regarding confidence intervals.
Response:
To decrease the confidence interval for a sample statistic, without collecting additional data, th
increase his alpha error.
To decrease the confidence interval for a sample statistic, without changing his beta error, the B
stratify his sample size.
To decrease the confidence interval for a sample statistic, without changing his beta error, the B
conduct a two-tailed test.
To decrease the confidence interval for a sample statistic, without collecting additional data, th
decrease his alpha error.
Score 1 of 1
Question:
Employee satisfaction is important because it generates:
Response:
The esteem needs of individuals
Better productivity and quality
The groundwork for interest-based bargaining

The elimination of organizational roadblocks
Score 1 of 1
Question:
Which one of the following organizations is implementing strategic objectives as defined by

Baldrige Criteria for Performance Excellence?
Response:
Lamplight Testing Laboratories stores purchased reagents in alphabetical order for visibility of
quantity at all 30 of its locations.
The senior management of Burgers, Inc. restaurant introduces a plan to increase market share b
percent within two years at its annual employee meeting.
The Green County public school system submits its annual budget of expenses and income to t
approval.
City General Hospital publishes its statement of commitment to customer service in the patient
Score 1 of 1
Question:
You are leading a team which is falling behind schedule. You are frustrated with the quality of
the team meetings, as are several of the team members.
Which of the following options would likely be the most effective action for you to take?
Response:
Invite a subject matter expert to join your next team meeting.
Invite a facilitator to join your next team meeting.
Encourage the timekeeper to be more assertive in keeping the team on track.
Stress to the team the importance of the project and of their need to stay on track.
Score 1 of 1
Question:
An airline company provides a free flight to a loyal customer. What is the most important
reason for it?
Response:
The customer will not complain about poor service because of the free ticket.
The airline company can get money back to charge more in customer’s future purchase.
All other airline companies do so.
It will cost more to go after a new customer.
Score 0 of 1
Question:
Organization XYZ had been operating for 20 years when it hired its first quality manager.
Which of the following activities will be first to perform?
Response:
Provide refresher training to all employees. Include training on the vision, mission, and values
Restructure the production department so that the quality manager supervises anyone responsib
part quality.
Eliminate all process capability charts in which the Cpk is less than 1.0.
Develop and deploy a quality management plan that includes the presence of the new quality m
Score 1 of 1
Question:
Customer RMY is using Company ABC as an extension of its facility through the integration of
its packaging and shipping operations within Company ABC’s facility.
The raw materials are processed at the customer site, then packaged and shipped from
Company ABC. The operation has been stable for the last three years, but recently, defects are
being reported by end users. As partners, Customer RMY and Company ABC deployed a
cross-functional team to investigate.
Which of the following would the team recommend to resolve this issue?
Response:
Review the company’s receiving criteria

Tighten final inspection to prevent defects escape
Increase frequency of in-process audits until the issue is resolved.
Identify any change in the interrelated processes
Score 1 of 1
Question:
Company Z logistics has various U.S. locations with multiple competition risks. One of
Company Z’s strategies to differentiate itself from its competitors is to change its industry
image from a mere low-cost provider to a service-oriented organization.
To achieve this goal, what organizational model would Company Z consider as appropriate?
Response:
Geographic departmentalization
Process departmentalization
Customer departmentalization
Functional structure
Score 1 of 1
Question:
The mission statement for a quality function would best focus on:
Response:
Leading small teams that break down barriers and reach higher organizational goals.
Companywide and departmental activities that collectively result in product and/or service qua
Assessing the performance of production workers.
Reducing defects.
Score 1 of 1
Question:
The primary purpose of a project charter is to

Response:
subdivide the project into smaller, more manageable components
provide the project manager with authority to apply organizational resources to project activitie
provide management with a tool for selecting a project that addresses business needs
provide management with a tool to ensure that project deadlines are met
Score 1 of 1
Question:
To be effective, a company’s strategic quality plan must be
Response:
the foundation of the company’s quality manual
developed by representatives from all levels of the company
free of cost and profit considerations
an integral part of the overall company business plan
Score 1 of 1
Question:
You’ve just spent the day working the counter with your customer service team to understand
their issues and identify opportunities to improve customer service.
There were some minor events that could have been handled better, but most everyone
seemed to be doing the right thing. Team members were especially polite when handling
“difficult” customers.
Which of the following actions should you take to improve customer service?
Response:
Implement a training program for conflict resolution techniques.
Acknowledge the good service at a staff meeting
Document the minor events for future improvement projects.

Determine root cause and corrective actions for “difficult” customers
Score 1 of 1
Question:
A semi-conductor firm has had delays with purchased part lead times, often making up a high
proportion of overall lead times.
The firm has provided feedback to the supplier, resulting in some improvement one month,
and then the next month there are delays. The challenge for the semi-conductor firm is to:
Response:
Request ISO Certification to improve supplier performance
Pursue lean and Just-in-Time (JIT) deliveries
React to customer demands for the product during shipping delays.
Spot negative trends in advance of a major problem.
Score 1 of 1
Question:
As the newly hired director of training and development of a multi-location manufacturing

company, one of your first tasks is to review a hodgepodge of what is now in place.
What would be your overriding question to ask in conducting this review?
Response:
Is there a clear return of training investment?
Is the training the same at each location to ensure consistency and compliance with customer re
Is there a schedule showing which people need to be trained and on what topics?
Is the training aligned with the company’s strategic and business needs?
Score 1 of 1
Question:
Which of the following quality tools is most likely to identify a specific quality system
effectiveness problem to be addressed?
Response:
Process map
Quality management system audit
Employee performance appraisal
Balanced scorecard
Score 1 of 1
Question:
An external risk factor that might need to be considered when conducting project planning is:
Response:
Technological capabilities.
Lack of resources.
Regulatory requirements.
Organizational rules.
Score 1 of 1
Question:
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:
Response:
Embraces the principles, morals, and norms of the society in which organization impacts
Organizes, people, ideas and things to achieve the enterprise’s objectives
Builds an enterprise structure that supports the strategic goals and objectives
Imparts knowledge and teaches skills to others
Score 1 of 1
Question:
Project Delta has been problematic since its kick-off. After six months of mitigating the
operational issues, enough data has been gathered for a financial report.
Contrary to the positive productivity reports issued by operations, the financial analysis
showed a trend of lost margin. A lean-based steering team was assigned to evaluate this
situation to address the immediate issue with this account, as well as lessons learned for
future planning/account management.
Which of the following should the steering committee take as a first step in analyzing the
situation?
Response:
Implement advance data analysis methodology (e.g., SPC) to provide timely feedback to opera
Improve the measurement variables or metrics at all phases of operations.
Develop a change management program to execute improvement plans.
Define the problem and the organizational requirement.
Score 1 of 1
Question:
Your distribution center has experienced an increase in the volume of customer orders. This
increase in volume has been attributed to your lean warehouse team that has made significant
improvements in the order shipping process.
Two new employees have been hired to help in the warehouse and been given their “Packing
Performance Team” t-shirts. The Packing Performance Team will be in the:
Response:
Performing stage, because this team has already provided positive results
Forming stage, because it is now a new team
Storming stage, because the team members have already been working together
Danger stages, because they will not welcome new members or ideas
Score 1 of 1
Question:
When is stratified sampling useful for acquiring data?
Response:
When only a particular portion of a population is to be evaluated
When nonconformances randomly occur throughout a lot
When conclusions need to be drawn about an entire population
When the customer requires 100% inspection be performed
Score 1 of 1
Question:
In computing ROTI, which of the following would not be considered a training cost?
Response:
Employee turnover
Trainer ’s travel and living expenses
Computer purchased solely for the training
Participants’ time away from their jobs
Score 1 of 1
Question:
A production supervisor whose perception is that “people are lazy” is very suspicious of his
staff meeting the established daily standards. He tracks their progress by continual review of
build rate.
Which of the following behavior theories is the supervisor practicing?
Response:
Hierarchy of Needs
Two-factor Theory
Theory Z
Theory X and Theory Y
Score 1 of 1
Question:
Some of the metrics that could be used to measure performance of a commercial painting
contractor are:
I. 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.
Response:
I and III only
I, II, III, and IV
I, II, and III only
I, III, and IV only
Score 1 of 1
Question:
Which of the following is an example of vertical communication within an organization?
Response:
Manager communicating the result of performance review
Quality improvement team working on a cycle-time reduction
Field sales person notifying production scheduler of pending large order
Cross-functional design team developing a new product
Score 1 of 1
Question:
An important benefit of using an internal change agent versus an external change agent is to:
Response:
Set more goals for improvement because the internal change agent has a greater interest in the
Gain greater support for change from a respected leader who understands the company’s key b
the need for change.
Guarantee reduction of the cycle time for quality improvement because the internal change age
what needs to be done and how to do it.
Better protect the needs of all stakeholders by providing feedback to top management that is no
more objective.
Score 1 of 1
Question:
The Lean and Six Sigma Manager (LSSM) is under limited time constraint to train new Green
Belts. Under this restriction, the manager decided to give an accelerated training program to
cut down on time.
To ensure the training effectiveness of the program, the LSSM decided to deploy which of the
following as part of the Green Belt certification?
Response:
Ability to manage the data mining required for the GreenBelt project.
Completion of a Green Belt project with the measurable deliverables
Ability to use the basic lean tools
Presentation of the Green Belt project plan to assess understanding of BoK (Body of Knowledg
Score 1 of 1
Question:
Which of the following describes the money going out of the organization?
Response:
Throughput
Inventory
Profit
Operating expense
Score 1 of 1
Question:
Which of the following statements best describes the Lean concept of perfection?
Response:
The continuous, incremental improvement of an activity to create more value and less waste.
The complete elimination of waste so that all activities throughout the organization produce va
The theoretically perfect relationship between performance and the customer’s input signal for
The complete elimination of waste so that all activities in the value stream produce value.
Score 1 of 1
Question:
Two years ago, the customer feedback system was very effective in addressing the complaints
and action plans based on basic tools created for the program, such as FMEA.
Recently, there has been an increase in recurring issues, and the new quality manager is in the
process of recommending a solution to rejuvenate the system.
Which of the following should the quality manager select as the best option?
Response:
Review all FMEAs and update as needed.
Evaluate process metrics and update as needed.
Review system and apply PDCA methodology.
Change customer feedback system and implement change metrics.
Score 1 of 1
Question:
There are three steps needed to manufacture the product in the order of A → B → C. The
diagram below shows operator time and machine time for each step in a single-piece flow
process, only one operator for each step, but multiple machines are available for all steps.
As a lean lead, which Kaizen topic will you pick up first to improve productivity of this line?
Response:
Improve step B machine time
Improve step C machine time
Improve step B operator time
Improve step C operator time
Score 1 of 1
Question:
Which of the following should be included during the planning stage for quality training?
Response:
Scheduling training for managers
Developing short-term training plans
Establishing specific training quotas
Connecting training to business needs
Score 1 of 1
Question:
Which of the following topics is NOT included in the Malcolm Baldrige National Quality Award
(MBNQA) criteria for customer and market focus?
Response:
Customer survey instruments

Customer and market knowledge
Customer satisfaction determination
Customer relationship management
Score 1 of 1
Question:
A small chain of five retail stores has just completed its initial strategic planning and wishes to
determine the effectiveness of its plans for the first year.
They should track and measure:

Response:
Results from action plans.
Attainment of the strategic objectives.
Organization goals.
Frequency of application of the quality policy.
Score 0 of 1
Question:
For the quality professional, tasks involved with selling quality initiatives and projects to
management include which of the following:
Response:
Calculation of the risks and benefits involved in the initiatives.
Providing the big picture to senior management to win support.
Presentation to every department of a proposal.
Solicitation of advice from random key people in the organization to remove bias.
Score 1 of 1
Question:
A training needs analysis is:

Response:
The best measure of an organization’s performance effectiveness.
An assessment of an organization’s capability to meet customers’ needs.
The action taken as a direct result of a training design deficiency.
A gap analysis.
Score 0 of 1
Question:
Which of the following is the most important step that a company needs to perform after
identifying its external customers?
Response:
Identify internal customer interfaces
Implement systems for tracking and reporting performance
Identify the requirements of the service or product provided
Do a gap assessment to identify areas for improvement
Score 1 of 1
Question:
Which of the following statements are essential to understanding the theory of constraints?
I. The system, similar to a chain, is only as strong as its weakest link.

II. Not much improvement can occur until the weakest link is addressed.
III. Success or failure is dictated by the interaction of the process with the system.
IV. Once the weakest link is fixed, the system requires no further improvement.
Response:
I, II, and III only
I and II only
I, II, III, and IV
I, II, and IV only
Score 1 of 1
Question:
Strategic planning may include all but which of the following?

Response:
Scenario planning
A SWOT analysis
Hoshin planning and deployment
A seven-step problem-solving technique
Score 1 of 1
Question:
You are responsible for the full implementation of a new computer system. What would be a
prime consideration for designing the training?
Response:
Use computer-based training
Taking adult learning principles into consideration
Demonstrate the advantages of the new system compared with the old one
Developing a schedule that works for instructors and participants.
Score 1 of 1
Question:
You are the customer service manager at a regional distributor of industrial products. You
believe that customer service could be improved if there were a way to cascade strategic goals
down to each individual in your department.
How would you start?
Response:
Post the number and type of customer complaints in a place where everyone can see them.
Schedule a town hall meeting with everyone in your department to communicate the importanc
service.
Ensure that your department’s goals and objectives are linked to the organization’s strategic go
Ensure that all your employees have personal action plans.
Score 1 of 1
Question:
We usually describe a product or service in terms of several dimensions or characteristics.

After receiving a service, we might describe the service provider as fast, Which one of the
following aspects relates to the comment, "the service provider is fast?"
Response:
Availability
Responsiveness
Professionalism
Completeness
Score 1 of 1
Question:
To determine who the customers are for a specific process, it would be most useful to create a
Response:
scatter diagram
flow diagram
cause and effect diagram
Pareto chart
Score 1 of 1
Question:
All except one of the following could be a process goal for a for-profit service organization.
Which one?
Response:
Discipline any employee who fails to meet the service standards of the organization.
Dedication to continual process improvement.
Ensure that the design of a service to customers follows industry safety standards.
Ensure that the service delivered produces a profit.
Score 1 of 1
Question:
Recognizing the need for the organization to produce quick results in the fast-paced
marketplace, the “blitz team” method was developed. An essential characteristic of this type of
team is that they use the services of a dedicated:
Response:
leader
member
facilitator
champion
Score 1 of 1
Question:
Which of the following sequences demonstrates the lowest-to-highest order for evaluating
training effectiveness?
I. 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)
Response:
IV, III, I, II
III, IV, II, I
II, I, III, IV
I, II, III, IV
Score 1 of 1
Question:
Which of the following audits is the most important for selecting meat suppliers for a fast food
restaurant?
Response:
ISO 9001
QS 9000
ISO 14000
GMP & HACCP audit
Score 1 of 1
Question:
You have been appointed to lead a cross-functional team to solve a chronic problem which
has existed for years. How would you start your first team meeting?
Response:
Outline housekeeping items, including meeting times, locations, use of agendas and minutes.
Outline the nature of the problem to be solved and how it affects your department.
Present a meeting schedule.
Ensure that the team understands the problem and why each person is on the team.
Score 1 of 1
Question:
Which of the following is the best way to ensure that information is conveyed appropriately?
Response:
Explaining the details at a meeting
Using a communication plan
Posting it on the organization’s web site
Sending e-mails or interoffice memos to everyone in the organization
Score 1 of 1
Question:
During the course of an important management meeting, you notice Manager A staring intently
at Manager B. You also notice that the staring has caused Manager B to perspire and become
nervous.
Which nonverbal communication has created Manager B’s discomfort?
Response:
Facial expression
Tone of voice
Body language
Eye contact
Score 1 of 1
Question:
A TV manufacturer has implemented JIT inventory management system with its largest
supplier. This supplier's manufacturing facility has been severely damaged by tornadoes and
is shut down.
Which of the following best describes the effect(s) this will have on the TV manufacturer?
Response:
The TV manufacturer may have to slow down or even stop its production.
The TV manufacturer will have to reduce or even stop shipping.
None. The TV manufacturer will have sufficient inventory to continue with its production and
The TV manufacturer will have to slow down or stop its production, and may have to reduce or
Score 1 of 1
Question:
The trainer was alerted that a preinformed learner will be attending the coming class, one who
has been known to be disruptive and put effort in trying to upstage instructors.
What option would the trainer take to prevent a fiasco in class?
Response:
Warn the preinformed learner that disruptive behavior will not be tolerated.
Approach the preinformed learner and offer a chance to be coinstructor.
Politely ask the preinformed learner to either behave or do not attend the class.
Plan to ignore the disruptive behavior and go on with the class.
Score 1 of 1
Question:
One of your tasks is to do a preliminary evaluation of capital project proposals. In reviewing

the submissions, you find that the proposal with the fastest payback does not appear to
support any of the three major elements of the corporate strategy.
What would you do?
Response:
Reject the proposal and outline your reasons to the project proposer.
Do not include this proposal in your list of recommendations to management.
Challenge the assumptions which lead to the rapid payback.
Review the proposal with the project proposer and invite further discussion of the strategic sup
offers.
Score 1 of 1
Question:
During the team building phase, which of the following best describes the actions of the team?
Response:
The team functions run smoothly
The group is uncertain of their duties
The team leader usually delegates
Members prioritize and perform tasks
Score 1 of 1
Question:
Which of the following is an example of poka-yoke application?
Response:
“Red zone” on fuel indicators in automobiles
Thorough testing before launching a product in the market
Password field provided on login pages of web applications
Taking Tylenol tablets for headaches
Score 1 of 1
Question:
The primary difference between tactical planning and strategic planning is that tactical
planning focuses on
Response:
short-term objectives
communication with employees
selection of quality objectives or goals
project resource allocation
Score 1 of 1
Question:
Management is reviewing projects for the upcoming year. During which level does
management define and provide guidance on how a project is to be carried out?
Response:
Qualitative
Operational
Conceptual
Quantitative
Score 1 of 1
Question:
In the Kano model, an example of a "performer" or "more is better" need is which of the
following?
Response:
The seat is uncomfortable to ride in
Latest sport magazine on an airplane
Inexpensive tickets vs. their competitors
Arrive safely at destination
Score 1 of 1
Question:
A manager of quality intends to use a training course to enhance customer service skills.
During what phase of the ADDIE model should pilot testing of the course occur?
Response:
Implementation
Design and evaluation
Analysis
Development
Score 1 of 1
Question:
When quantifying process capability, the primary difference between Cp and Cpk is:
Response:
Cp is a better measure of process performance.
Cp looks at the ratio of engineering tolerance to process distribution.
Cp uses 3σ for comparison, and Cpk doesn't.
Cp is more a measure of potential capability, and Cpk is a measure of actual capability.
Score 1 of 1
Question:
The primary reason for including quality responsibilities in all job descriptions for an
organization is to
Response:
reinforce the need for every employee to contribute to the quality effort
reduce in-process inspections and rework
provide a basis for identifying and delivering employee training
decrease the need for outgoing inspections
Score 1 of 1
Question:
A Black Belt uses sample data to test if two machines are producing parts with the same
central tendency. He erroneously concludes the two machines are producing parts that are
different. This is called:
Response:
Type II error
Consumer's risk
Type I error
Beta error
Score 1 of 1
Question:
Recent customer survey results show your company did not score as high as expected with
regards to customer service. Which of the following should you do to improve your score next
time?
Response:
Rewrite the survey to ask the questions in a better way.
Perform root cause analysis to determine why the score is low.
Conduct sensitivity training for all customer service personnel.
Listen in and give feedback to customer service personnel calls as needed.
Score 1 of 1
Question:
A condition under which a supplier appearing on the customer ’s “OK to buy from” list would
not be issued an order would be:
I. Item needed is not available from any of OK’d suppliers.

II. Supplier ’s quality rating has dropped below acceptable standards on last two shipments.
III. OK’d supplier does not have the capacity to fulfill the customer ’s demands for the item needed.
IV. One or more factors from the selection criteria will not now be met by the supplier.
Response:
I and II only
I, II, III, and IV
I and III only
I, II, and III only

Score 1 of 1
Question:
If a customer moves toward a just-in-time (JIT) system of production, yet does not inform their
suppliers about the change, what is the likely result?
Response:
The effect depends upon the amount of inventory the suppliers carry.
An immediate detrimental impact on the firm's ability to ship finished product on schedule.
No perceivable change. The change to JIT does not affect upstream suppliers.
The effect would be limited and only be a problem during periods of economic downturns.
Score 1 of 1
Question:
An organization’s purchasing department is having difficulty maintaining material delivery

schedules and has established a project to improve its performance.
In this situation, which of the following should be the first step in the action plan?
Response:
Establish objectives and analyze the purchasing process
Increase the training for the personnel assigned to purchasing
Ask the quality department to audit the purchasing process
Develop a mission statement
Score 1 of 1
Question:
Central Hospital began its first strategic operations planning process to ensure its long-term
success. Before implementing action plans to achieve the defined strategic objectives, Central
Hospital reviews the master means matrix to:
Response:
assign responsible management to each objective.

provide a statistical justification for the objectives.
estimate the next annual budget.
identify potential resource conflicts.
Score 1 of 1
Question:
A product development team decides to use a more expensive asymmetrical

connector because a symmetrical connector could be installed backwards. The team is
utilizing which of the following techniques?
Response:
DFSS
DMAIC
Brainstorming
QFD
Score 1 of 1
Question:
Small shifts in a process are more likely to be detected using:
Response:
large sample sizes and more frequent sampling.
small sample sizes and more frequent sampling.
small sample sizes and less frequent sampling.
large sample sizes and less frequent sampling.
Score 1 of 1
Question:
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:

Response:
Embraces the principles, morals, and norms of the society in which organization impacts
Builds an enterprise structure that supports the strategic goals and objectives
Organizes, people, ideas and things to achieve the enterprise’s objectives
Imparts knowledge and teaches skills to others
Score 1 of 1
Question:
All of the following are direct, internal customers of an organization’s purchasing manager
(PM) EXCEPT the
Response:
CEO of the PM’s organization
manufacturing department manager
organization’s purchasing agents
individuals in the PM’s work group
Score 1 of 1
Question:
The ISO 9001-2008 standard specifically addresses which of the following management
systems?
Response:
Quality management
Environmental management systems
Risk management
Occupational safety and health management
Score 1 of 1
Question:
Which of the following is an activity-oriented project management technique that provides

normal time estimates?
Response:
Critical Path Method (CPM)
Program Evaluation and Review Technique (PERT)
Critical Path Network (CPN)
Gantt charting
Score 1 of 1
Question:
During the development of company strategy, input should be sought from:

Response:
Stakeholders.
Competitors.
Public relations advisers.
Advertising agencies.
Score 1 of 1
Question:
A company has been tracking the cost of quality for several years. During this time, internal
failure costs have risen slightly by $3,000 per month, but the overall cost of quality has
decreased from 10 to five percent of sales. The budget and amount spent on prevention and
appraisal has remained constant over this time.
Which of the following would be an appropriate course for future action?

Response:
Analyze internal and external failure cost breakdown.
Increase budget for training and inspection activities.
Continue current programs and identify improvement opportunities.
Review program to assure all quality costs are captured.
Score 1 of 1
Question:
Through grapevine communication, the warehouse manager is perceived as receiving priority

treatment from one of the top executives, resulting in discontent and resentment in the
workforce.
Following the retirement of this executive, the replacement, aware of the favoritism issues,
determined to start fresh to rejuvenate the deteriorating workforce moral.
What should be a logical starting point?
Response:
Retrain employees on proper work ethics at the workplace.
Relocate the warehouse manager to remove any reminder of bad work ethics.
Terminate the warehouse manager for her abuse of power.
Establish a performance review system based on merit.
Score 1 of 1
Question:
Which of the following concepts may best exemplify a universal business rationale for
improving quality?
Response:
Juran’s “Trilogy”
Ishikawa’s “Total quality control”

Deming’s “Chain reaction”
Crosby’s “Do it right the first time”
Score 1 of 1
Question:
An industrial engineer of Company XYZ is monitoring several product lines to ensure smooth
process flow and that immediate containment actions are implemented upon discovery of any
discrepancy. A major delay in the implementation of any action is the root cause analysis of
the occurring defect.
To expedite containment when a defect is discovered, which of the following strategies should
the industrial engineer apply?
Response:
Creation of a priorities matrix
Creation of an affinity diagram
Creation of a matrix diagram
Creation of a process decision diagram
Score 1 of 1
Question:
The most critical use for project portfolio analysis is to:

Response:
Make room for a new project by canceling or postponing an existing project that will not produ
the new project
Determine the best time to start a new project
Assess the feasibility of starting a new project relative to the resources being allocated to existi
assessing the strategic fit of the new project
Compare the net value of a new project relative to continuing previously approved projects
Score 1 of 1
Question:
Which of the following is not usually a role of a manager?

Response:
Determines the legality of a supplier–partnership agreement
Organizes the work to be done
Selects people to fill job vacancies
Mentors a potential candidate for management
Score 1 of 1
Question:
In contrast to an expressed warranty, an implied warranty is provided
Response:
by law
by the distributor
by the seller
only on request
Score 1 of 1
Question:
Typical factors chosen as criteria for supplier selection would include all but:
Response:
Financial stability of supplier.
Supplier ’s track record for on-time delivery and incoming quality.
Quality award winner.
Capability to meet current and future demands.

Score 1 of 1
Question:
A casting process diagram is in the chart below. The solid arrow line is the flow of physical
units of product, and the dotted arrow line is the flow of Kanban.
Which kind of Kanban is this?
Response:
Production Kanban
Express Kanban
Job-Order Kanban
Withdrawal Kanban
Score 1 of 1
Question:
Before a purchasing agent can send requisitions to a supplier, the quality department must
check the purchase requisitions for code-related requirements.
Which of the following best describes the relationship that supports this process?
Response:
The quality department is an adversary of the purchasing agent.
The quality department is an internal supplier to the purchasing agent.
The purchasing agent is an internal supplier to the quality department.
The purchasing agent is the customer of an external supplier.

Score 1 of 1
Question:
To improve their business processes ACME sought the services of a consulting company.
Which of the following statements best describes the PODC process?
Response:
Establish company policy, formulate objectives, and document procedures and control processe
Use previous year’s goals as a current target, use the old machines to save money, and use supe
control results only.
Select a program manager, establish overhead, direct personnel allocated, and ensure correct ac
Establish quality goals, determine division of work, establish communication lines, and monito
improvement.
Score 1 of 1
Question:
In your company, the terms “education” and “training” are terms that are used
interchangeably. As the manager of education and training, you know that there is a big
difference.
What action, if any, would you take to correct this misconception?
Response:
Develop detailed plans for education and training, and use these plans to show the difference b
Conduct a needs assessment to pinpoint the company's needs for both education and training.
Nothing. As long as the program is working, it doesn’t matter what they call it.
Make sure every program for education or training contains definitions of these terms and state
question was intended to do.
Score 0 of 1
Question:
You are considering reorganizing your staff to better manage customer needs. Which of the
following should you know before determining how best to organize your resources to
accommodate multiple customers?
Response:
Return on Investment (ROI) for implementing the reorganization
Customers lost and costs incurred due to current organization structure
Customer analysis to determine the services and resources utilized by each
Position descriptions and skills of employees involved in the change
Score 1 of 1
Question:
Lean tools are primarily focused on:

Response:
Better workplace management.
Eliminating waste.
Reducing resources.
Increasing customer value.
Score 1 of 1
Question:
Which of the following correctly describes the sequence of events, from beginning to end, for
reducing special causes of variation?
I. Search for the cause.

II. Develop a long-term remedy.
III. Gather data to identify special causes.
IV. Put an immediate remedy in place to contain any damage.
Response:
III, IV, I, II
II, I, III, IV
I, III, IV, II
IV, III, II, I
Score 1 of 1
Question:
Of the following options, which describes an advantage of systems thinking?
Response:
Commits to one approach or best practice relevant to achieving the overall strategy of the organ
Allows top-level managers to make decisions based on their positional power without inputs fr
Allows top-level managers to make decisions based on their positional power.
Makes understanding system-to-system relationships more complicated.
Score 1 of 1
Question:
The primary goal of procurement management is to:

Response:
Reduce new-product development cycle time.
Purchase goods that meet specified requirements.
Foster sole-sourcing to reduce variation.
Form a partnership to recognize key suppliers.
Score 1 of 1
Question:
The roles and responsibilities of a process improvement team should be established by which
of the following company authorities?
Response:
The quality steering committee
The human resources department

The team members’ supervisors
The board of directors
Score 1 of 1
Question:
Theory of constraints:
Response:
Follows the steps in the process.
Follows after process reengineering.
Follows the flow of money.
Follows the processes in the system.
Score 1 of 1
Question:
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”?
I. Flowchart
II. Check sheet and Pareto chart
III. Fishbone chart
IV. Five whys
V. Histogram and scatter diagram
VI. Control charts
VII. DMAIC
Response:
II, III, IV, and VII only
IV and VII only
VII only
I, II, III, IV, V, VI, and VII

Score 1 of 1
Question:
Supplier X’s quality level and responsiveness are better than the other suppliers of Company
ABC. However, when a random discrepancy occurs, Supplier X has the tendency to take more
time to respond with numerous follow-ups required.
What should the quality manager of Company ABC do to resolve this issue?
Response:
Provide in-house root cause analysis class to supplier.
Audit Supplier X’s facility to investigate the discrepancy.
Issue a procedure on corrective action for the supplier’s reference.
Include supplier response time in supplier scorecard.
Score 0 of 1
Question:
An inspector has been instructed to create a document to record defect information for a new
received part. A graphical image of the part is to be included on the form, so the location of the
defect can be noted.
What type of document is the inspector expected to create?
Response:
Control chart
Check sheet
Flowchart
Fishbone diagram.
Score 0 of 1
Question:
The inspection team were sent to a training/refresher course as part of the personnel
performance enhancement. Management would like to use this program as selection process
for sending the most skilled inspector for training business partners performing the same
task.
How would the training department help to achieve management’s goal?
Response:
Widen the scope of the refresher course to include training the trainer
Help select the best inspector through a written test and focus on training the selected one
Create a training program that will help the chosen inspector relay knowledge to the business p
Create a performance measurement criteria for pre-training and post-training
Score 1 of 1
Question:
A focus group consisting of external customers would be useful to:
I. Collect data that can be used to construct a customer survey.

II. Test the acceptability of a proposed new service.
III. Validate customer satisfaction across the entire customer base.
IV. Identify ways an existing service could be improved.
Response:
II and III only
I, II, and IV only
IV only
I, II, III, and IV
Score 1 of 1
Question:
Which of the following is the least desirable goal of the customer-supplier relationship?
Response:
Ensure high levels of quality in incoming materials.
Prohibit less capable suppliers from entering the market.
Satisfy shared customers further along the customer–supplier chain.

Maximize return on investment.
Score 1 of 1
Question:
When defective products are separated from good products using inspection techniques, this
is an example of:
Response:
Preventive action
Containment action
Root cause analysis
Corrective action
Score 1 of 1
Question:
You are the director of quality at a large design/build engineering company. You have had ISO
registration for over 10 years.
During your most recent audit for registration renewal, you were told by the external auditors
that there were four major deficiencies, any one of which could be grounds for losing your
registration. You were able to take immediate corrective action so that your company retained
its registration.
As a result of this “near miss,” the executive team has directed you to review the company’s
quality systems and make recommendations so that this situation does not happen again. You
have 30 days.
How should you start?
Response:
Focus increasing the robustness of those systems and processes where deficiencies were identif
Review whether ISO is still the best quality system for your company, given customer requirem
Stress the responsibility and necessity of all department heads complying with ISO requiremen
Ensure that ISO compliance has executive level support, then cascade ISO goals and objectives
company.
Score 1 of 1
Question:
If one were to plot a supplier's delivery rating against the same supplier's quality rating, one
would have:
Response:
A graphical depiction of performance
A cost index rating system
A comprehensive performance rating technique
An incomprehensible rating system
Score 1 of 1
Question:
Company XYZ’s improvement strategies include the customer feedback program as a tool to
“hear” the VOC (voice of the customer) data.
The director of quality noted that customer feedback reported by sales highlights internal
failures as the possible cause of the customers’ feedback; the customer feedback reported by
account managers highlights potential customer-related issues.
What would the director of quality select as the most probable root cause of this difference in
feedback collection?
Response:
Deployment of initiative may not have been long enough to see trends.
The vision may need revision.
Objectives may require clarification to yield desired return.
Environmental information may require analysis.
Score 1 of 1
Question:
Training for quality improvement teams should emphasize that facilitators are
Response:
team members only if the other team members encourage involvement in the substance of the p
team members only if they are also subject-matter experts
not team members and should not get into the substance of the project
team members of the project and should get into the substance of the project
Score 1 of 1
Question:
A manufacturer has developed a scheme to rate its suppliers based on their quality, delivery,
and pricing performance. Which of the following shows the disadvantage of such a rating
system?
Response:
The overall rating is a composite score and a vendor can compensate for a poor performance in
performance in the other two categories.
The pricing performance of the vendors can be monitored closely to assure that the manufactur
quality is not impacted but changes in vendor pricing.
The quality performance of the vendor is the only critical metric used to in a rating system to m
performance in relation to specific quality requirements.
The delivery performance score is the most important metric because late vendor deliveries wil
deliveries to the final customer
Score 0 of 1
Question:
Company ABC is experiencing repeating errors originating from the operators’ manual
processing of a product line. The process owners involved in the process have recently been
trained on this process. The operations manager consulted with a multifunctional team to help
resolve the issue.
How should the team proceed?
Response:
Review the sequence and timing of training compatibility with process owners’ tasks
Develop measures to be used to validate training effectiveness
Offer cash rewards for zero error after implementing new training knowledge
Partner the process owners with seasoned employees until the learning curve is completed
Score 1 of 1
Question:
Which of the following situations is an example of the lean concept of pull?
Response:
The upstream operation sets the pace for the downstream operation's production.
The upstream operation produces to the schedule provided by the downstream operation.
The upstream operation’s production is synchronized to provide the downstream operation just
Nothing is produced by the upstream operation until the downstream operation communicates i
Score 0 of 1
Question:
Every year, the executive management team issues updated strategy planning based on
changes in the internal and external variables. Each department is required to submit
departmental objectives for the year.
What action should be taken by the executive management team to ensure effectiveness of the
program?
Response:
Identify trends and uncertainties leading into the future.
Allow the departmental managers to monitor progress.
Accept all improvement initiatives contributed by the department as value-added.
Establish measurement criteria for objectives and ensure relevance to overall goal.
Score 1 of 1
Question:
The training department is preparing to update the training program for the new hires. The
quality director suggested the inclusion of lean principles in the training material so the new
employees will be more prepared to embrace the lean culture once assigned to their posts.
At what stage of the training program review would this suggestion be incorporated?
Response:
The evaluation phase
The analysis phase
The implementation phase
The design phase
Score 1 of 1
Question:
You are quality director for a large company. Your product line requires the company to follow
strict government regulations in terms of product safety and reporting potential issues.
You have identified instances where your company didn't follow regulations on reporting
injuries that occurred with your products. The Legal department is adamant that you don't
disclose even to management what you found out as the company is exposed to risk.
What would you do?
Response:
Review practices of other, similar companies and be guided by their experience.
Refer the issue to the company’s Risk Assessment Department.
Review laws and regulations governing disclosure and be guided by them.
Refer the issue to the company's Ethics Committee.
Score 1 of 1
Question:
Empowerment can be characterized by each of the following statements except:

Response:
Employees are able to operate in a state of self-control.
Management relinquishes responsibility to employees.
A partnership is formed between employees and management.

Employees are able to make decisions affecting their work.
Score 1 of 1
Question:
A company is required by customer contract to have a standard quality system implemented.

Which system is most appropriate for this requirement?
Response:
ISO 9001: 2000
ISO 9004: 2000
ISO 9000: 2000
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CMQ/OE: ASQ Manager of Quality/Organizational Excellence

The most important aspect to remember when developing a training program is

who is being trained

what is being taught

the industry or sector involved

where the class will be taught

Please choose the correct answer.

III and IV only

Which of the following communication methods is an example of a type of communication that

Infrequent phone calls

Non-emergency reporting procedures

Raw materials used to make the finished product

Office supplies used by the company

Scheduled working hours for the general and administrative staff

Make the training focus on cleanliness and contamination control.

Secure adequate funding for training materials

Align training with business needs

Clearly establish plant operational and budget priorities

addressed on a first-in first-out basis

logged, numbered, and coded

solved by cross-functional teams

reported immediately to the project manager

Please choose the correct answer.

I and III only

I, III, and IV only

I, II, III, and IV

business and accounting metrics to support decision making.

management direction and autonomy over tasks and resources.

a system of financial rewards and discipline for behavior.

Occasional tourists from Russia

Scenario planning is used for:

Analyzing the results of a SWOT analysis.

Determining which method of financial analysis to use.

Deciding which continuous improvement project recommendations to implement first.

Envisioning several alternative strategic viewpoints.

A screen or barrier to protect customer

Oriented towards defect detection

The development of a customer-supplier partnership can be a very involved process which

Designated individual or group trained to listen carefully to customer comments, and

Practice whereby surveillance personnel periodically listen in to ongoing conversations

How would you advise the company?

Continuous sampling plans are best used for

lots that are continuously staged for inspection

processes in which no separate lots exist

determined based on historical organizational performance.

a key component of managers’ annual performance appraisals.

aligned only with annual goals.

aligned with strategic objectives.

Exponentially Weighted Moving Average (EWMA) chart

X-bar and R chart

Individuals and Moving Range charts

1. The company will stay in business

When a customer requires all products to be inspected and meet specifications.

When a product’s acceptable quality level is not specified by the customer.

When a supplier wants to use sampling in place of process control.

When a supplier wants their products to be accepted by customers.

How well the process is performing.