Certified Manager of Quality/Organizational Excellence Exam
Last Update 14 hours ago
Total Questions : 348
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The constraint that is most often encountered by virtual teams that c ate via telephone and e-mail is the
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 customer is performing a supplier qualification audit for a product that requires environmental control. To ensure that the supplier delivers a safe product. the customer should take which of the following actions?
On a balance sheet, which of the following elements should be classified as "assets"?
During an audit of a supplier's facility, a standard rework operation is not approved for a product. According to the quality manager this operation will not be used to manufacture parts and. they ask that the issue not be identified in the audit. Which of the following steps should be taken first?
Which of the following actions indicates that senior management actively supports the company's quality initiatives?
ACME organization has several teams "feuding" with one another. This is causing quality issues with customers, due to the variability in services and a lack of understanding not valuing what the other learns are doing within the broader enterprise. An instructor has been identified to host team budding exercises to help remediate die antagonism and get the employees focused on cooperative value-laden improvement efforts. Which of the following training approaches would be most effective?
XYZ is a business-to-business company that knows the following about its customers.
* They each use XYZ's products differently, depending on their industry.
* They are located in various regions of North America and Europe.
* They have employee workforces of different sizes at different plants
* They pay different prices for the same products, depending on the volume purchased.
If company a hires a to convert its current train-as-needed model to a more proactive approach to training, which of the following steps should the manager take first?
Which of the following aspects of process measurement is most likely to produce false conclusions about that process?
In order for feedback to be constructive, it should meet which of the following criteria?
A quality manager finds that the company performance appraisal system is declining employee involvement in team activities, and membership on cross-functional or process improvement teams is directly linked to organizational objectives. To change this situation, the manager should recommend adjusting the appraisal system to
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?
A quality system should be based on which of the following fundamental management principles?
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?
Which of the following communication skills is most important for a virtual team to have to avoid making incorrect assumptions?
Which of the following are essential ingredients to achieving worker satisfaction?
Which of the following basic economic realities makes budgeting necessary?
Which of the following factors should be considered in the interpretation of a histogram?
How should the quality manager respond to the improving customer satisfaction trend?
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
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 should do which of the following first?
The metrics and goals for driving organizational performance should be established on the basis of
What is the best method to establish customer requirements with multiple customers on a complicated product?
During a process improvement effort, the team discovers that machine X is underutilized, but it is not a bottleneck in the operation. Under the theory of constraints, the team should make which of the following recommendations?
Reduced routine inspection is a result of which classification of supplier?
A customer's supplier performance system requires suppliers to develop an improvement plan if they submit shipments containing multiple nonconformances. Which of the following elements should the customer require as part of those improvement plans?
A company should take which of the following actions to identify customer expectations?
Which of the following statements is true about using stakeholder analysis? A stakeholder analysis
Which of the following steps must be taken to create a successful on-the-job training program?
Program evaluation and review technique (PHRT) charts are designed to support which of the following processes?
After learning that control charts were not being used in production, the manager of a newly created quality department provided SPC training to everyone in the plant. The manager received many favorable comments about the training in the weeks immediately after the training classes, and a number of departments began creating and using control charts. However, six months later, only the finishing area was using the charts.
If the manager were to survey the plant personnel at this point, which of the following measures of training effectiveness would be likely to receive a positive rating?
Which of the following standards is a guidance for environment management?
Which of the following is the most important characteristic of customer-focused organizations?
According to the Taguehi loss function, which of the following statements is true about total quality costs?
The Vice President (VP) for quality has attended a series of employee and management focus groups and has discovered that not all team members believe they are being supported by their respective managers. Further analysis shows that some managers have not yet attended training on the basic principles of quality. Which of the following would be the most effective way for the VP to reinforce the management training on the basic quality principles?
Which of the following factors would reduce the effectiveness of a training session on quality basics?
During what stage of team development do team members express suspicion and anxiety about their mission and purpose?
When a unit of measure is being established for a product, the most important consideration is that the
Rank in order, from first to last, the following five basic logical tools of the TOC thinking process.
1. Pre-requisite tree
2. Future reality tree
3. Current reality tree
4. Conflict resolution diagram
5. Transition tree
Which of the following factors is characteristic of companies that excel in customer satisfaction?
Which of the following programs requires recipients to reveal their quality strategies publicly?
A team has been formed with the goal of reducing the number of chemical suppliers. The team has found that the company purchases 27 different chemicals from 42 different suppliers. The best tool to use first to analyze these data would be a
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?
The following chart was developed by a team.
This is an example of what type of chart?
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 AB
C.
Which of The following graphs indicates a positive correlation between two sets of data?
A)
B)
C)
D)
Which of the following training topics is important for a company's staff members but not for senior management?
Human resources (HR)has proposed instituting a program to encourage employees to submit suggestions. Before implementing this plan. HR should do which of the following?
A transportation company offers a discount to companies that complete a customer- satisfaction survey. The purpose of offering this kind of discount is to
Members of a strategic quality management council have which of the following responsibilities?
Which of the following approaches is most effective for long-term conflict resolution?
A company can maximize its return from a cost of quality program by investing more money in which of the following categories?
When a supplier views its customers as partners, which of the following statements 1s true?
Quality managers use a variety of techniques to motivate their teams. One motivational theory is
Which of the following elements is necessary for effective policy deployment?
Which of the following terms is defined as the measure of an instrument's ability to repeat its results?
A company achieving 3 4 defects per million opportunities meets which of the following commonly accepted sigma levels?
A)
B)
C)
D)
Which of the following techniques contributes to successful quality training?
Which of the following actions will help transform the culture of a traditional organisation to one that supports a total quality philosophy?
In customer satisfaction questionnaires, a Likert scale has an advantage over other answer formats in that the Likert scale will
A corporate leader who allows division managers to control the decision-making process in their area is using what type of leadership?
A company's training needs analysis shows that the only people in the organization who have been (rained in quality function deployment (QFD) are the quality stall members. The quality manager should do which of the following to address this problem?
Corporate headquarters has established the use of the Baldrige Award criteria as the standard for all divisions. West Division's general manager calls the quality director and says, ’’We do not want to use this criteria, but your job as quality director for the division will be to make it look as if we are using it. " In this situation, the quality director’s best response would be to tell the manager that
The most significant concern about using off-the-shelf software for statistical process control (SPC) analysis is the
Which of the following is a benefit of using quality function deployment (QFD)?
A continuous process yields the following output data. On the basis of this chart, which of the following questions would be appropriate to ask about this process?
A system that is designed to ensure that procedures are current, properly authorized, and accessible is known as document
Which of the following has the greatest potential to harm customer loyalty?
On the basis of the trend shown in the chart below, which of the following actions, if any. would be appropriate for a quality manager to take?
Which of the following tools is used to help organize the output from a brainstorming session?
If an activity time within a critical path is increased, which of the following is most likely to occur?
When an organization is the developing a supplier certification process, what type of suppliers should be examined first?
A company purchases electronic components and then assembles them to produce customer-specified code reader. 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. As part of supplier certification, the company should perform which of the following actions?
Which of the following levels of the work breakdown structure (WBS) includes an explanation of the purpose of the project?
When selecting new employees for jobs requiring cross-functional communication, one criterion a manager should consider is the employee's
What is the first step a process owner must take in order to create a written process?
When Cp and Cpk valuers of a process are equal, the process average will be
A team with representatives from internal customers and internal suppliers has been established to identify and implement improvements in incoming and outgoing processes from the production department. Who is responsible for developing the measurement needed to monitor this change?
Which of the following approaches best describes a customer focused organization that involves continual improvement of all aspects of the organization?
Which of the following steps should a company lake to improve its customer satisfaction levels?
TESTED 06 May 2024
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