Organization X installs new data mining software, which enables identification of the vital few strategic objectives that should be undertaken within the next ten to twenty-five years. What quality tool can be used to analyze this data?
To monitor performance, an organization should develop measurements and indicators that:
The constraint that is most often encountered by virtual teams that c ate via telephone and e-mail is the
A company has been a successful supplier to the domestic auto industry, and the sales manager wants to further expand sales to new, transplant companies entering the country. The business model of these new companies is different than those of the domestic companies. The quality manager estimates that the company ' s resources will be used beyond their capacity in an attempt to support the sales manager’s requirements. In this situation, the quality manager should take which of the following actions?
Which of the following is an example of one-on instruction?
A customer returns a warranted product to the manufacturer and asks for a refund of the purchase price, claiming that the product only worked intermittently. The customer service representative examines the product and determines that the cause of the problem is some packing material lodged next to the reset safety button.
As an employee of a customer-driven organization, the representative should take which of the following actions?
The first step a customer should take when developing a supply chain should he to establish
Which of the following communication skills is most effective during a one-on-one dialogue?
A recent employee survey included individual comments indicating that some employees are having to decide whether to follow a written procedure or do something contrary to procedure b their supervisor or manager told them to do it differently. In this situation, the first action the quality manager should take is to
An adult training program is most effective when it
A benefit-cost ratio of a cash flow is the ratio of the present worth of the benefit to the present worth of the:
A company purchases electronic components and then assembles them to produce customer-specified code readers. Recently, the company has been tracking complaints about the product and found that the majority of complaints are in three key areas: faulty interface connectors, incomplete or failed code recognition from scans, and insufficient power in battery-operated mode. Since the components that contribute to these problems all come from different suppliers, the quality manager has proposed developing a supplier certification program to replace the current low-bid purchase contract system now being used. The quality council asks the manager to provide additional information about this program.
Upon Supplier Certification, the amount of reliance on the supplier for verification is
A control chart can be described as a:
Which of the following actions by a customer will support long-term relations with a supplier?
A team has one member who often points out the downside of new ideas. Several other team members see these kinds of comments as obstructive to the team ' s effort to promote change. The facilitator can help the team see the positive side of these comments by taking which of the following actions?
Which of the following groups has primary responsibility for ensuring thai employees attend appropriate training sessions?
First Community Bank Holding Company executive management has initiated an environmental scan lo determine the strategy to respond to new regulatory ' standards. Management has observed that the bank has a good reputation in the marketplace, a talented workforce. 600 different options for investment strategies, and a solid management team, which is compensated substantially above industry levels. The bank is considering offering on-line securities trading as a new service to its customers. Which of the following should management consider as an external threat to First Community Bank Holding?
Which of the following approaches best describes a customer focused organization that involves continual improvement of all aspects of the organization?
The limits of an x control chart are usually calculated by using which of the following values?
Which of the following actions would be a violation of the ASQ Code of Ethics?
It is the team sponsor ' s responsibility to
The primary reason that quality training fails is due to lack of:
A company ' s area director is upset that quality levels have not improved since a quality training session was held a month ago. The area director tells the quality manager to schedule additional training as soon as possible. In response, the quality manager should do which of the following first?
A team will often fail under which of the following circumstances?
A company has entered into a partnership with a key supplier. All other sources for this key component have been eliminated. An auditor reports that the qualifying audit done by the previous auditor contained a significant omission. In this situation, the quality manager should do which of the following first?
Which of the following statements is true about using the plan-do-check-act (PDCA) methodology to make an improvement?
Which of the following financial summaries is used to indicate a company’s total business performance over a specific period of time?
‘Which of the following financial summaries is used to indicate a company’s total business performance over a specific period of time?
In the development of a quality improvement plan, which of the following steps should be taken first?
The following charts represent the defects reported by the ABC Manufacturing: Company. Customer X and Customer Y both received the same amounts of components from ABC.
The following are elements of a quality department ' s annual budget:
Training
Salaries
Depreciation
Inspection equipment (nonperishable)
Office supplies
Rent
Printing and forms
Production scrap
Which of the following elements is a non-cash-flow budget item?
Who is responsible for conducting audits for ISO 9001 registration?
Several departments within an organization have implemented changes that improved their departmental results. However, the organizational results are decreasing. Which of the following concepts describes this situation?
Which of the following facility-related factors is most likely to limit an organization ' s ability to scale production during a sudden increase in demand?
A quality inspector who has worked in the quality assurance department for five years goes to the quality manager and asks what is necessary to advance into a p as a quality If the y has adopted a TQM approach, the quality manager should respond in which of the following ways?
The metrics and goals for driving organizational performance should be established on the basis of
The first step senior management should take before introducing organization-wide quality initiatives is to:
Design for six sigma most commonly users which of the following tools?
Stratified sampling is an appropriate method to use in which of the following circumstances?
The formula above is known as the
In order to effectively, must understand which of the following aspects of their audience?
Who has ultimate responsibility for quality in a service organisation?
The most appropriate way to add: a cross-functional team member’s lack of perf is by
Who is responsible for establishing goals for a comp that is in the early stages of developing a quality system?
A cross-functional team has made improvements on a process and the points on an R chart for that process are now consistent and close to the centerline. Which of the following steps would be appropriate for the team to take next?
The first step to delivering outstanding service is the development of a service
Which of the following statements best describes a main principle in the theory of constraints?
Rank in order, from first to last, the following steps in the supplier certification process.
Monitor performance
Develop criteria and process
Report results and award certification
Evaluate suppliers
A focus group can best be used as a means to:
The enhancement of one part of an organization at the expense of another is one definition of
When Cp and Cpk valuers of a process are equal, the process average will be
Once the quality plan is developed, who 1s responsible for achieving corporate quality goals?
Which of the following types of customer expectations is also common cause of customer dissatisfaction?
When managing, virtual teams across virtual offices, a quality manager will often question the traditional
Companies that survey (heir internal customers have learned which of the following about quality-related issues?
Performance appraisals and coaching techniques are most effective when they are combined to
Which of the following actions would be a violation of the ASQ Code of Ethics?
The primary purpose of establishing a timetable for achieving strategic objectives is to:
A company should take which of the following actions to identify customer expectations?
The development of a customer satisfaction survey should be based on
Which of the following factors is characteristic of companies that excel in customer satisfaction?
Materials that are accepted through a material review process even if they are out of specification are considered
In terms of performance and perception, which of the following best describes a car with a reputation as an unreliable vehicle that gets better mileage and more reliable operation at lower cost than other vehicles in its class?
A)
B)
C)
D)
The quality manager for Acme Company has been asked by Sloan Tools, a neighboring company, to provide Sloan employees with the same SPC training that Acme developed and uses for its employees. Sloan operates in a different industry from Acme but believes that its employees can benefit from the SPC training. In this situation, the Acme quality manager should take which of the following actions?
Which of the following terms is defined as the measure of an instrument ' s ability to repeat its results?
Which of the following approaches to conflict allows all parties to feel positive about the resolution?
Which of the following tools is used for continuous evaluation of a project ' s status?
An effective way for a customer to prepare to negotiate with a current supplier is by
A team member who is seen as an expert can become a significant constraint to the team ' s success when the person
In response to changing market conditions, a company has revised its corporate goals. Which of the following tools would be appropriate for the sales and marketing team to use to align its strategy to those new goals?
According to Kirkpatrick ' s Four-Level Training Evaluation Model, what level is the most important and the most difficult to determine?
The concept of a balanced scorecard in measuring organizational performance stresses the importance of balance between
In order for policies and values to reflect a company ' s vision, the strategic planning process must begin with
Which of the following customer segmentation factors would a company use to develop a " frequent buyer " program for its products?
The enhancement of one part of an organization at the expense of another is one definition of:
A line operator identified and reported a defect in one of the components from a supplier. In response, the quality manager should do which of the following first?
A regression analysis be used to determine
A potential customer has approached a manufacturer to provide a finished product based on the customer ' s design. The customer has indicated that the chosen supplier will have to meet a contractual requirement to have an auditable quality system. Which of the following standards will provide appropriate guidance for the manufacturer in meeting this customer ' s requirements?
Which of the following elements of an organisation ' s strategic planning process includes developing detailed action plans, defining: resource requirements, establishing performance measures, and aligning work units?
Which of the following tools provides top management with a macro-level review of the effectiveness of the quality system?
Which of the following phrases is used in describing the theory of constraints?
The purpose of product qualification is to
Which of the following groups would benefit most from detailed training on policy implementation, tactical decision-making, teamwork concepts, and technical quality tools?
A company is establishing customer contact requirements to provide measurable performance levels for all front-line employees who interact directly with customers. To make these requirements effective, the company must also take which of the following actions?
According to Crosby. quality is defined as
A project improvement team has identified several key issues but disagrees over the importance of certain issues. If project resources are limited and the key issues are similar. which of the following tools wall help resolve the disagreement?
A system that is designed to ensure that procedures are current, properly authorized, and accessible is known as document
When promoting quality improvement plans, the quality manager should take which of the following actions first?
A company ' s mission statement is defined as the
A customer is developing a supplier evaluation program and uses five different companies to supply raw materials and component parts. Which of the following methods should the quality manager use to establish baseline data on these suppliers?
Which of the following metrics can be used to measure the internal performance of various departments at the operational level?
What is the primary benefit of a team developing a vision statement for a new project?
Which of the following is the first step in managing risk for a project?
Which of the following approaches indicates that a company has aligned its human resources with its strategic goals?
Design for six sigma most commonly uses which of the following tools?
Which of the following statements is true about a customer-driven organization?
In customer satisfaction questionnaires, a Likert scale has an advantage over other answer formats in that the Likert scale will
Which of the following methods will help an organization mold its future and achieve its goals, despite unforeseeable external forces?
Which of the following approaches to explaining the importance of quality is likely to capture the attention of executive management?
Ethics in the workplace can include
A quality manager wants to provide problem-solving training to the company ' s line employees so they can identify and solve problems in their work areas. Which of the following training scenarios will best meet the quality manager ' s objectives?
A)
B)
C)
D)
A manager who uses a different leadership style for subordinates depending on the task-related maturity of those subordinates is employing what type of leadership style?
Because of increasing internal costs, upper management has decided to outsource some components. To ensure that component production by suppliers will meet the company ' s specifications, the quality manager should do which of the following first?
Which of the following techniques is most likely to result in cycle-time reduction for a process?
A company’s training needs analysis shows that the only people in the organization who have been trained in quality function deployment (QFD) are the quality staff members. The quality manager should do which of the following to address this problem?
One of Deming ' s 14 points is the suggestion that companies should use:
Which of The following graphs indicates a positive correlation between two sets of data?
A)
B)
C)
D)
Which of the following statements describes self-managed teams?
Which of the following sets of elements represents the four levels of training evaluation?
A company should treat customer complaints as critical information for which of the following reasons?
A production line has a dropped OEE (Overall Equipment Effectiveness) by 10% from the previous week. The MTBF (Mean Time Between Failures) = 5.4 min., and MTTR (Mean Time to Repair) = 17.5 min. Which of the following is the most appropriate step to take in order to solve this substantial loss of performance based on the information available?
Team ground rules are generally established during which of the following stages of team growth?
In order to be successful, a company should offer products or services that:
Quality function deployment can be used to establish a:
If defective product has been produced due to operators tampering with machine settings, which of the following would be an example of applying poka-yoke?
Three middle managers from a company attended a seminar and discussed how the techniques they learned could be incorporated in their processes to give them a competitive advantage. They met with top management, who agreed that the information should be shared with production supervisors and distributed to all employees. A month later, a follow-up assessment revealed that almost no one was using the new techniques, and a majority of employees surveyed said they felt threatened by the change the techniques would require.
The fact that people feel threatened by the change indicates that:
Which of the following sets of elements represents the four levels of training evaluation?
When a team is learning to work together effectively and its members start to seek one another ' s opinions, the team is at what stage of development?
The following charts represent the defects reported by the ABC Manufacturing Company. Customer X and Customer Y both received the same amounts of components; from ABC.
Customer X threatens to ehange suppliers unless ABC fixes the process that is creating defect type E. On the basis of the data presented above, how should ABC respond to Customer X?
Which of the following factors should be considered when strategic planning for training is conducted?
Which of the following customer segmentation factors would a company use to develop a " frequent buyer” program for its products?
The quality manager of a 250 employee bottling plant has been successful in using job enrich h to imp quality improvement on the production line. The company president is impressed with the gains made through this process and wants to expand the concept throughout the company to inspire all employees to focus on quality. The president asks the quality manager to make a presentation to management on this topic. What is the critical point the quality manager should emphasize?
When a unit of measure is being established for a product, the most important consideration is that the
A company needs to upgrade its inspection process which has not been changed in several years. The first action the quality manager should take is to
A company needs to upgrade its inspection process which has not been changed in several years. The first action the quality manager should take is to
Which of the following standards is a guidance for environment management?
One reason for a service company to segment its customer base is to identify customer groups that:
A company ' s training needs analysis shows that the only people in the organization who have been trained in quality function deployment (QFD) are the quality staff members. The quality manager should do which of the following to address this problem?
In order for a self-directed work team to be successful, the individual members must be responsible for
A company relies heavily on a single supplier for a critical component. Which risk mitigation strategy would most effectively reduce the impact of a potential disruption in supply?
Which of the following elements must be known in order for a team to conduct a process capability study?
For this question, please refer to the following flow diagram of a company ' s forecasting and internal ordering process.
On the basis of this diagram, which of the following conclusions can be drawn?
Rank in order, from first to last, the following steps in the supplier certification process.
1. Monitor performance
2. Develop criteria and process
3. Report results and award certification
4. Evaluate suppliers
The best way to identify all of the customers of a product is to
Which of the following standards provides sampling tables?
Which of the following levels of the work breakdown structure (WBS) includes an explanation of the purpose of the project?
Which of the following metrics is included in a balanced scorecard?
A companywide quality management system is defined as a
Which of the following questions should a company ask before adopting a new technology?
Before conducting a survey of its readers, a newspaper publisher divided its database into 10 different income levels. The newspaper then drew a sample from each of the income levels. What type of sampling method is the publisher using?
Which of the following factors should be prioritized when assessing a supplier ' s risk to internal production processes?
Water is delivered to ice-cube trays that are placed in freezers at less than -6° centigrade. The trays are removed from the freezers after six hours. If the water has not completely frozen, the trays are returned to the freezer until freezing is complete. The ice-cubes are then removed from the trays, inspected, and placed in bags. Defective cubes are discarded. The bags filled with cubes are kept in storage freezers. Alarms are sounded if a freezer ' s temperature goes above -6 centigrade. It has been shown that water in the ice-cube trays will freeze in six hours at -6 ' " ' centigrade or less. Which of the following correctly depicts the flowchart for the process?
A company is launching a strategic initiative to improve supply chain efficiency. Which of the following demonstrates the best application of quality initiatives to support this objective?
Which of the following is a constraint, even on a high-perforating team?
Which of the following accounting categories is treated as a liability on a balance sheet?
Which of the following question types should be used when a company interviews a small group of customers about their level of satisfaction?
In the Kano model, which of the following best defines an exciter attribute?
If an activity time within a critical path is increased, which of the following is most likely to occur?
Which of the following tools should be used to determine whether a process is exhibiting a trend?
In a balanced scorecard, which of the following figures is an example of a measure from the learning and growth perspective?
Regulatory standards are derived from which of the following sources?
Which of the following features of continuous improvement differentiates it from other quality methods?
Which of the following is an appropriate way to resolve conflict?
A manufacturer purchases a square part for use in an assembly. The part contains four pins equally spaced from the center, and one of the four pins is shorter than the other three. The quality manager received data indicating that the parts are being oriented incorrectly by the automated assembly machine. A multifunctional team investigates the problem and recommends making a 45° cut on the corner of the part near the shortest pin, as shown in the drawing below.
This modification reduces the number of assembly errors significantly. The process used to correct the assembly problem is known as:
A project improvement team has identified several key issues but disagrees over the importance of certain issues. If project resources are limited and the key issues are similar, which of the following tools will help resolve the disagreement?
Which of the following actions is most likely to cause a delay in a project?
Which of the following actions indicates that an interviewer is using active listening techniques?
Which of the following steps must be taken to create a successful on-the-job training program?
A company is in the planning phase of a supplier relations program. Which of the following steps is critical to establishing a successful program?
A company ' s quality training manager tells the quality director that the performance of one of the instructors has been steadily declining. The manager presents course critiques as support, along with written feedback from two sessions in which the training manager suggested corrective action for the instructor. If the training manager asks the quality director to take action, the director ' s most appropriate action would be to
The manager for a quality improvement project at an organization receives the project charter during the initiation phase of a project.
‘Which of the following information should the expect to find in this document?
The Taylor Company makes products in £ to S ne 1 and its base is moving toward full
computer-assisted design (CAD) systems. Taylor 1s planning to implement a policy requiring product acceptance to be made from CAD drawings resident on the computer system. However, the Ward Company, an important customer of Taylor. has a written policy requiring suppliers to use paper drawings for product acceptance. Which of the following actions should Taylor take to be cost-effective and sensitive to Ward ' s requirement?
If lack of access is identified as a major problem in providing excellent customer service, which of the following solutions would be most effective?
After conducting a kaizen event for cycle time reduction. which of the following should be true?
The ultimate goal of optimizing a company ' s supply chain is to:
Which of the following is classified as an appraisal cost?
Which of the following sets of elements describes the key phases of a ship-to-stock (STS) system?
A customer is performing a supplier qualification audit for a product that requires environmental control. To ensure that the supplier delivers a conforming product, the customer should take which of the following actions?
Which of the following elements must be known for a team to conduct a process capability study?
The key objective of analyzing a company ' s strengths, weaknesses, opportunities, and threats (SWOT) is to:
A project leader is experiencing a situation in which team members do not seem to be winking well together and are instead questioning the project goals. This team is most likely at what stage oi " development?
A short-range trend analysis is most beneficial when it is used to
The primary role of quality management at the executive level is to:
Which of the following is the first activity required in strategic planning for quality training?
Which of the following types of benchmarking is used to compare similar processes that are used in different industries?
The following are elements of a quality department ' s annual budget:
Training
Salaries
Depreciation
Inspection equipment (nonperishable)
Office supplies
Rent
Printing and forms
Production scrap
Which of the following elements is a non-cash-flow budget item?
Which of the following basic economic realities makes budgeting necessary?
Which of the following factors is most likely to increase the bargaining power of buyers in a market?
Which of the following components in a feedback loop is designed to measure the performance of an item and report the result to the umpire?
One of the primary purposes of a training needs analysis is to
In the initial stage of project planning, which of the following would be considered an external factor influencing the project?
A company is evaluating potential suppliers for a new product line. Which approach is most effective for ensuring supplier alignment with the company ' s quality standards?
Commonly shared values, beliefs, and attitudes form an organization ' s:
To monitor performance, an organization should develop measurements and indicators that
A production line has a dropped OEE by 10% from the previous week. The MTBF = 5.4 min, and MTTR = 17.8. Which of the following is the most appropriate step to take in order to solve this substantial 1al loss of performance based on the information available?
Organization X installs new machine technologies to identify latent key performance indicators (KPIs). What quality technique could be used to determine the KPIs to enhance the value of the short, medium, and long term strategic planning efforts?
In cultural and human interactions, misunderstandings at the informal level are most damaging because
Teams that are entering the performing stage often need help
A process improvement program will have which of the following effects on non-value-added steps?
For this question, please refer to the following flow diagram of a company ' s forecasting and internal ordering process.
This diagram can also be used to show
For larger projects, documenting who is responsible for each task and their level of responsibility for that task is communicated by
Which of the following sets of factors is most important for establishing a supply base that delivers a competitive advantage?
A process capability study is designed to show the
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