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CMQ-OE Practice Questions

Certified Manager of Quality/Organizational Excellence Exam

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Total Questions : 641

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Question # 121

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

Options:

A.  

hire a consultant to develop an appropriate problem-solving technique

B.  

train a team on benchmarking and have the team conduct a benchmarking assessment

C.  

automate the process using the latest technology being developed in academia and in other industries

D.  

conduct a process analysis using resources from within the company

Discussion 0
Question # 122

When benchmarking is briny considered for process improvement, which of the following is the most appropriate starting point?

Options:

A.  

Performing an analysis of competitors ' products

B.  

Establishing target goals for the process

C.  

Identifying what is to be benchmarked

D.  

Selecting a benchmarking partner

Discussion 0
Question # 123

If lack of access is identified as a major problem in providing excellent customer service, which of the following solutions would be most effective?

Options:

A.  

Increasing the hours of operation of customer service

B.  

Providing more information to the customer through the billing process

C.  

Improving customer-relations training for frontline employees

D.  

Returning customer calls within 24 hours

Discussion 0
Question # 124

The primary role of quality management at the executive level is to:

Options:

A.  

Develop customer partnerships

B.  

Develop supplier partnerships

C.  

Facilitate productivity improvements and team development

D.  

Concentrate on strategies that impact the organization ' s success

Discussion 0
Question # 125

Which of the following metrics is included in a balanced scorecard?

Options:

A.  

Finance, customers, internal processes, learning

B.  

Balance sheet, income statement, customer satisfaction. employee satisfaction

C.  

Human resources, accounting, operations, marketing

D.  

Strategies, tactics, functions, finances

Discussion 0
Question # 126

A supplier who is establishing a partnership with a customer should take which of the following actions first?

Options:

A.  

Develop a matrix of customer requirements

B.  

Conduct a customer satisfaction survey

C.  

Become ISO certified

D.  

Establish a formal quality reporting system

Discussion 0
Question # 127

Which of the following question types should be used when a company interviews a small group of customers about their level of satisfaction?

Options:

A.  

Closed-ended

B.  

True/false

C.  

Multiple answer

D.  

Open-ended

Discussion 0
Question # 128

During a training meeting, a team member consistently challenges the trainer ' s authority by asking trapping questions and by giving flippant answers to questions presented to the group. Which of the following responses by the trainer is likely to be most effective?

Options:

A.  

Using the team member ' s own strategies to show the group that this person is not going to be allowed to run the meeting

B.  

Asking the team member during a break what is wrong and what can the trainer do to correct it

C.  

Privately asking the team member to leave because the behavior being exhibited is disrupting the training

D.  

Privately asking the team leader to intervene

Discussion 0
Question # 129

A company ' s mission statement is defined as the

Options:

A.  

ultimate ambitions of the company

B.  

purpose for the company ' s existence

C.  

way in which the company will achieve its vision

D.  

company ' s beliefs and what it stands for

Discussion 0
Question # 130

When promoting quality improvement plans, the quality manager should take which of the following actions first?

Options:

A.  

Obtain information about competitor processes

B.  

Perform a benchmarking study

C.  

Perform a benchmarking study

D.  

Perform a market growth analysis

Discussion 0
Question # 131

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?

Options:

A.  

A prioritization matrix

B.  

An affinity diagram

C.  

An interrelationship digraph

D.  

A cause and effect diagram

Discussion 0
Question # 132

Traditional benefit-cost analyses can impede performance-improving technology investments because traditional analyses often fail to:

Options:

A.  

Consider intangible benefits

B.  

Consider short-term benefits

C.  

Measure reduction of direct-labor costs

D.  

Estimate the cost of capital

Discussion 0
Question # 133

Which of the following types of customer expectations is also a common cause of customer dissatisfaction?

Options:

A.  

Implicit expectations

B.  

Indifferent expectations

C.  

Cost-benefit factors

D.  

Delight

Discussion 0
Question # 134

Which of the following actions is most likely to cause a delay in a project?

Options:

A.  

Revisions to cost estimates

B.  

Expansion of the project scope

C.  

Overestimates of task timelines

D.  

Customer confirmation of the project design

Discussion 0
Question # 135

For this question please refer to the following flow diagram of a company ' s forecasting and internal ordering process.

Question # 135

This diagram can also be used to show.

Options:

A.  

how products that need rework are handled

B.  

how external suppliers impact the process

C.  

who the internal customers are

D.  

whether the process has been improved

Discussion 0
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