Exact2Pass
In the theory of constraints, what 1s the greatest obstacle to eliminating a policy constraint?
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 actions indicates that an interviewer is using active listening techniques?
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?
A training director who needs to link specific training modules to the organization's business needs should ask area managers which of the following questions?
Which of the following factors should be considered in the interpretation of a histogram?
An effective way for a customer to prepare to negotiate with a current supplier is by
Which of the following statements is true about using the plan-do-check-act (PDCA) methodology to make an improvement?
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?
Which of the following approaches is most effective for long-term conflict resolution?
A company that distributes merchandise to major retail stores is conducting a customer satisfaction survey. The major problem with limiting those interviews to individuals in the company's sales contact list 1s that the list may
Not include potential new customer
An analysis of a company’s strengths, weakness, opportunities and threats (SWOT) is designed to be used to
When a unit of measure is being established for a product, the most important consideration is that the
Which of the following aspects of process measurement is most likely to produce false conclusions about that process?
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
Which of the following levels of the work breakdown structure (WBS) includes an explanation of the purpose of the project?
An internal audit is completed in a company with an ISO-9000 compliant quality system. The audit report shows a major nonconformance in the document control system, in that obsolete procedures are not being withdrawn from use. On receipt of the formal audit report, the management representative should do which of the following?
Which of the following approaches to explaining the importance of quality is likely to capture the attention of executive management?
Rank in order. from first to last, the following steps to creating a new service organization.
1. Implement new tactics at the front line
2. Clarify the service strategy
3. Evaluate the present level of service quality
4. Educate the organization
A cross-functional team has been working t>n a process improvement project that affects departments A. B. C. and D. Once the project is completed, which of the following people associated with the team is responsible for ensuring that the changes are integrated into the processes of the affected departments?
Which of the following actions by a customer will support long-term relations with a supplier?
Which of the following tools can be used to estimate the expected percentage of defective material in a process that is in statistical control?
Performance appraisals and coaching techniques are most effective when they are combined to
The following chart was created from data collected over the past 5 months.
A team that is in the norming stage of development will exhibit which of the following behaviors?
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?
Which of the following tools provides top management with a macro-level review of the effectiveness of the quality system?
Which of the following is the best tool to use to identify the specific tasks needed to complete a project?
How should the quality manager respond to the improving customer satisfaction trend?
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?
When a quality manager develops a long-term strategy for quality within an organization, winch of the following is the first step?
A company uses a process in which all workers and departments that are involved in bringing a product to market are required to participate in all phases of product development, from concept through delivery. What type of engineering process 1s the company using?
The metrics and goals for driving organizational performance should be established on the basis of
Rank in order, from first to last, the following list of steps a quality manager should take to anew quality Program.
1. Develop goals
2. Develop the plan
3. Assess needs
4. Execute the plan
An organization has hired a quality consultant to help with its strategic planning process. If the company does not have a defined mission and vision, the consultant's first step should be to
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.
Which of the following elements is necessary for effective policy deployment?
The definition and communication of the quality vision, mission, and goals of a company is the primary responsibility of the
Which of the following communication skills is most important for a virtual team to have to avoid making incorrect assumptions?
The most common reason that companywide quality training programs fail is because the
The first step in defining; the requirements for any product or service is to
When managing, virtual teams across virtual offices, a quality manager will often question the traditional
In order to manage the needs of multiple customers, the management group should first
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?
When promoting quality improvement plans, the quality manager should take which of the following actions first?
The house of quality pictured above was designed for product planning and development to specific customer wants and needs, which of the following sections would contain the planning matrix that lists market research and strategic planning?
In cultural and human interactions, misunderstandings at the informal level are most damaging because
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?
Which of the following tools can be used to conduct a time series analysis of process performance?
A transportation company offers a discount to companies that complete a customer- satisfaction survey. The purpose of offering this kind of discount is to
The security section at a manufacturing plant asked for support in forming in-home medical and fire response teams.
Management agreed and teams were formed with representatives from all departments. The type of team being used in this situation is an example of a
Which of the following tools should HR use to monitor the number of hours lost due to worker absenteeism?
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?
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?
When promoting quality improvement plans, the quality manager should take which of the following actions first?
A U.S. manufacturer has an offshore, single-source supplier for a critical part. Many of the parts are rejected by receiving inspection because they are out of tolerance, but the material review board subsequently accepts those rejects. If a process improvement team has been asked to focus on this problem, which of the following steps should the team take first?
A certified supplier can be described as a company whose processes and products have been investigated and the results indicate that the supplier
In the Kano model, which of the following best defines an exciter attribute?
Which of the following tools or techniques focuses on planning rather than results?
Which of the following objectives is an example of a tactical quality goal?
When an organization is deploying its strategic planning process, which of the following tools should be used to ensure that all of the strategies are supported at all levels?
A company president and the vice president of operations congratulate the quality on the outstanding increase in customer satisfaction, which was the company’s number one priority. The quality manager's best response is to thank them and
A quality manager recommends spending $10,000 to eliminate product failures that are costing the company SI 5.000 per year. What is expected the return on investment (ROI) for this proposal?
Which of the following tools should a trainer use to identify the existing levels of employee knowledge?
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?
Which of the following training evaluation methods is easiest to perform but has the most limited value?
Which of the following terms is defined as the measure of an instrument's ability to repeat its results?
In order for policies and values to reflect a company's vision, the strategic planning process must begin with
A company that wants to achieve a goal of zero defects must have which of the following processes in place?
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?
Which of the following are essential ingredients to achieving worker satisfaction?
Which of the following methods is considered a non-routine communication between a supplier and a customer?
Which of the following questions should a company ask before adopting a new technology?
The chart below shows planned costs and actual expenditures. Between times 4 and B the chart indicates which type of cost?
Which of the following tools is used to help organize the output from a brainstorming session?
If an employee compensation plan is linked to pre-established company, team, and functional area goals, the plan is described as
Which of the following tools is used for continuous evaluation of a project's status?
To resolve inherent conflicts that arise from multiple customer requirements, an organization should use
Which of the following is the first activity required in strategic planning for quality training?
The most appropriate way to add: a cross-functional team member’s lack of perf is by
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 quality system should be based on which of the following fundamental management principles?
