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Certified Manager of Quality/Organizational Excellence Exam

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Total Questions : 641

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Question # 91

One method to monitor perf and determine actions to satisfy customers is the use of balanced scorecards. While there are many perspectives to consider in a scorecard, what is a good set to start with?

Options:

A.  

Mission, vision, values, business strategy

B.  

Human resources, information systems, production, supplier

C.  

Financial targets, customer goals, competitor strengths, supplier performance

D.  

Financial target, customer goals, internal activities, learning and growth of organization

Discussion 0
Question # 92

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?

Options:

A.  

Forming

B.  

Storming

C.  

Norming

D.  

Performing

Discussion 0
Question # 93

Which of the following factors should be considered in the interpretation of a histogram?

Options:

A.  

Shape

B.  

Stratification

C.  

Control limits

D.  

Correction coefficient

Discussion 0
Question # 94

Which of the following is the best way for a company to d how it authorizes projects?

Options:

A.  

Project team meeting minutes

B.  

Company policies

C.  

Employee evaluation form

D.  

Organizational chart

Discussion 0
Question # 95

Over the last two years, a company has invested significant time, money, and effort in establishing and deploying a quality management system. Teams were formed and trained to work on various problem areas, and several solutions were proposed and implemented. However, subsequent market surveys showed no improvement in the company ' s market share. A consultant who was hired to evaluate the program issued the following summary:

    The goals that were set were too narrow in focus and had 12- to 18-month deadlines instead of 3- to 5-year completion dates.

    The company ' s suppliers were left out of the planning process.

    The process improvements that were made had no impact beyond their own functional areas and were not linked to the company ' s strategic goals.

    The quality department was solely responsible for meeting all quality goals and answering all product-related customer complaints.

Which of these issues is the most likely cause of failure for this company ' s quality management system?

Options:

A.  

The goal-setting process was too narrow

B.  

The company ' s suppliers were not included in the improvement process

C.  

The improvements were not connected to the company ' s higher goals

D.  

The quality department needs to share responsibility for responding to customer complaints

Discussion 0
Question # 96

If a supplier audit reveals that the supplier’s quality system has several serious deficiencies, the customer ' s quality manager should take which of the following actions first?

Options:

A.  

Ask the supplier for a corrective action response

B.  

Schedule a follow-up audit

C.  

Advise purchasing to find a different source for the supplier’s products

D.  

Notify senior management of any problems found with this supplier’s products

Discussion 0
Question # 97

The primary difference between a leader and a manager is that a leader is responsible for:

Options:

A.  

Deploying corporate goals throughout the organization

B.  

Creating and communicating the company ' s vision

C.  

Defining annual goals for product yields

D.  

Implementing company improvement initiatives

Discussion 0
Question # 98

A company should take which of the following actions to identify customer expectations?

Options:

A.  

Measure customer complaints

B.  

Fulfill customer needs for quality products

C.  

Benchmark the competition

D.  

Survey customers regarding satisfaction

Discussion 0
Question # 99

In the theory of constraints, what 1s the greatest obstacle to eliminating a policy constraint?

Options:

A.  

The cost of revising the policy

B.  

Resistance to change

C.  

Identifying the physical constraint related to the policy

D.  

Implementing a timeline for eliminating the constraint

Discussion 0
Question # 100

Which of the following describes a Likert-type response format?

Options:

A.  

Multiple-choice responses

B.  

True-false choices

C.  

A scale of 1 to 5

D.  

A checklist

Discussion 0
Question # 101

A team member who is seen as an expert can become a significant constraint to the team ' s success when the person

Options:

A.  

Defers to a less technical team member

B.  

Offers a functional perspective to the issues

C.  

Expresses personal beliefs as fact

D.  

Asks probing questions of the other members

Discussion 0
Question # 102

Which of the following methods can help a company identify the " vital few " when managing multiple customer demands?

Options:

A.  

Six sigma

B.  

The 80/20 rule

C.  

Market segmentation

D.  

Total quality management

Discussion 0
Question # 103

What is the business approach underlying the Malcolm Baldrige National Quality Award (MBNQA)?

Options:

A.  

Strategic quality management

B.  

Total quality management

C.  

Companywide quality control

D.  

Total quality control

Discussion 0
Question # 104

In quality function deployment, the voice of the customer refers to

Options:

A.  

when the customer needs things

B.  

how to meet the customer needs

C.  

where to listen to the customer needs

D.  

what the customer needs are

Discussion 0
Question # 105

Employee empowerment is characteristic of a company that applies which of the following management styles?

Options:

A.  

Hierarchical

B.  

Matrix

C.  

Autocratic

D.  

Participate e

Discussion 0
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