RealTest.CMQ-OE 150 - GRATIS EXAM · 2019-11-02 · CMQ-OE Certified Manager of Quality/Organizational Excellence Exam Good explanation provided and the references added most of the

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CMQ-OECertified Manager of Quality/Organizational Excellence Exam

Good explanation provided and the references added most of the questions.

Pretty much all the questions we study that may have multiple answers, no answer is in doubt, I got on the test.

Any questions/info you can recall are on the VCEs. So the preparation of exam is very easy.

This VCE covers all syllabus. After preparing it anyone pass the exam in high grades.

Hope this helps. Best of luck for your exam and please post your exam experience for others. Thanks!



Exam A

QUESTION 1Two human resource functions that typically are shared with other organizational components are:

A. Unemployment and relocation administration.B. Union contract negotiation and OSHA compliance assessment.C. Staffing and training.D. Compensation and benefits administration.

Correct Answer: CSection: (none)Explanation

Explanation/Reference:

QUESTION 2Reasons for building an economic case for quality may include:

A. The case expresses quality in the language of management.II. The approach justifies quality initiatives in dollars and cents.III. The Sarbanes-Oxley Act requires it.IV. Quality is typically treated as a cost rather than as an investment.

B. The economic case for quality allows for comparison of it with other major investments or projects.C. III onlyD. I, II, IV, and VE. IV and V onlyF. I and II only

Correct Answer: BSection: (none)Explanation


QUESTION 3The budgets of most internal staff and operations functions do not include figures for:


A. Cash received.II. Capital expenditures.III. Short-term liabilities.IV. Payroll expenses.

B. IV onlyC. III onlyD. I, II, and IIIE. I and III



QUESTION 4Based only on the following data, which answer is correct?


A. ROI is $3:1 RONA is $10:1B. ROI is 33% RONA is $9:1C. ROI is 30% RONA is $10:1D. ROI is $3:1 RONA is $9:1

Correct Answer: ASection: (none)Explanation



QUESTION 5Assessing and identifying exposure to risks should:

A. Be done prior to investing in a major capital expenditure.II. Be a continual process.III. Be undertaken as part of the feasibility analysis prior to purchasing another business.IV. Include financial, physical, safety, security, health, product liability, and proprietary information risk exposures.

B. I, III, IV onlyC. I, III onlyD. I, II, III, and IVE. I only


Explanation/Reference:answer is valid.

QUESTION 6Which of the following are methods for mitigating risks?

A. Eliminate the condition that may cause a loss to occur II. Establish contingency plansIII. Obtain insurance to cover some of the potential risk IV. Self-insure

B. I, II, III, and IVC. I onlyD. II, III, and IV onlyE. I and II only


Explanation/Reference:Explanation:

QUESTION 7Knowledge management involves all but which of the following?


A. Recording and storing all the tacit knowledge of all the employees.B. Documenting "lessons learned" from product development projects.C. Determining what knowledge to record and store, and by whom and how it will be accessed and used.D. Building and reinforcing an organization culture that supports and promotes reusing knowledge rather than reinventing knowledge.



QUESTION 8Bottom-to-top communication techniques include all the following except:

A. Employee suggestion boxes.B. Quality circles.C. Performance reviews.D. Employee satisfaction surveys.



QUESTION 9Which of the following is not generally a characteristic of communication in hierarchical organizations?

A. Communication is constrained by chain of command.B. Messages are distorted many times by different frames of reference.C. Competitive opportunities might be missed because of time delays.D. Different functional departments communicate at a different pace.

Correct Answer: DSection: (none)


Explanation


QUESTION 10All but one of the following represents good communicating skill. Which one does not?

A. Body language and voice convey the same message.B. Use open-ended and closed questions at appropriate times.C. Since the brain works much faster than speaking, use the time while another person is speaking to plan your next comment or question.D. Use a paraphrasing technique to clarify your understanding of what was said.



QUESTION 11As part of your preparation for a business trip to another country it would be wise to do all but one of the following.

Which one would that be?

A. Arrange for an interpreter to be available when you meet with your business contact, unless you are fluent in the language and knowledgeable of the culture andbusiness customs of the country.

B. Plan an elaborate visual presentation that you will make shortly after arrival, and follow that by quickly striving to reach an agreement or make the sale.C. Resolve to keep your political views and personal beliefs to yourself even though you have strong feelings about the political climate and beliefs prevalent in the

country you will visit.D. Obtain and study information about the country before leaving for your trip.



QUESTION 12


Which of the following factors would be most critical to consider early when contemplating a conversion of a "brick and mortar" retail business to an e-business?

A. What changes to the customer database are likely and what the ramifications of those changes are II. What image our new faceless organization will provide tothe buying public III. Should IT be outsourced?IV. What internal impacts will the change from a personal service orientation to a transaction- processing orientation have on the workforce we employ and thetechnology approach we select?

B. III onlyC. I, II, and IVD. I and IV onlyE. III and IV only



QUESTION 13To gain a competitive edge, a commercial flower grower seeks a technology solution that will improve productivity, quality, customer satisfaction, and profits. Whichof the following actions would provide the best results within one year?

A. Contract with a call center to handle customer complaints.B. Set up an informational Web site to display flowers available.C. Implement a GIS mapping system to more effectively allocate growing space based on growth requirements of the flowers, soil conditions, sunlight, and

irrigation channels.D. Provide field workers with portable devices for recording flower growth, quality factors, and yield --for downloading nightly to a program to compute productivity,

quality status, and potential yield by type of crop and when it will be available for shipment.

Correct Answer: DSection: (none)Explanation


QUESTION 14In selecting among different projects, the time value of money is considered for which of the following reasons?


A. To perform a costbenefit analysisII. To prioritize investmentsIII. To predict cash flowIV. To reduce operating costs

B. I, II, and III onlyC. I, II, III, and IVD. III and IV onlyE. I and II only



QUESTION 15An external risk factor that might need to be considered when conducting project planning is:

A. Lack of resources.B. Regulatory requirements.C. Organizational rules.D. Technological capabilities.


Explanation/Reference:answer is corrected.

QUESTION 16Which of the following is the biggest problem in costbenefit analysis?

A. It is easier to accurately estimate benefits than costs.B. It is easier to accurately estimate costs than benefits.C. It is an elaborate tool requiring extensive computer support.D. It is too difficult to compute the time value of money.




QUESTION 17Which of the following elements would be expected to be included in a good project plan?

A. Costbenefit analysisII. Timetable for completionIII. Description of required resourcesIV. Statement of project deliverables

B. I and II onlyC. II and III onlyD. I, III, and IV onlyE. I, II, III, and IV



QUESTION 18Which of the following is not an advantage of a formal project report?

A. They generally address a specific issue.B. They are suitable for long-term retention.C. They usually include additional background information.D. They are useful to individuals not closely involved with the project.




QUESTION 19The most critical use for project portfolio analysis is to:

A. Compare the net value of a new project relative to continuing previously approved projectsB. Determine the best time to start a new projectC. Assess the feasibility of starting a new project relative to the resources being allocated to existing projects as well as assessing the strategic fit of the new

projectD. Make room for a new project by canceling or postponing an existing project that will not produce as high an ROI as the new project



QUESTION 20Given a four-week project involving 22 tasks, a budget of $22,000, and a part-time team (project manager and two analysts), which project management tool willmost likely be used to display project progress to management?

A. Work breakdown structureB. Network diagramC. Budget variance reportD. Gantt/milestone chart



QUESTION 21The mission statement for a quality function would best focus on:

A. Reducing defects.


B. Assessing the performance of production workers.C. Companywide and departmental activities that collectively result in product and/or service quality.D. Leading small teams that break down barriers and reach higher organizational goals.



QUESTION 22Which of the following quality tools is most likely to identify a specific quality system effectiveness problem to be addressed?

A. Process mapB. Balanced scorecardC. Quality management system auditD. Employee performance appraisal



QUESTION 23The Baldrige Award performance excellence criteria address which types of performance?

A. Procedural complianceII. Supplier relatedIII. Customer relatedIV. Financial and marketplace

B. I and IV onlyC. III and IV onlyD. II, III, and IV onlyE. III only

Correct Answer: C


Section: (none)Explanation


QUESTION 24The purpose of the ISO 9001 standard is to:

A. Provide confidence in quality management systems by offering a common basis for assessments.II. Provide confidence to customers and other stakeholders that the requirements for quality are being, or will be, met.III. Systematically pursue ever higher levels of overall company and human performance, including quality, productivity, and time performance.IV. Build loyalties and teamwork while encouraging and supporting initiative and risk taking.

B. I and II onlyC. I, II, and IV onlyD. III and IV onlyE. I, II, III, and IV



QUESTION 25Which of the following is true?

A. Benchmarking should be an ongoing process contributing to continual improvementB. Six Sigma methodology is only applicable to large problems causing variation in manufactured productC. A kaizen event is held in celebration of a significant process improvementD. The concepts of TQM are passé


Explanation/Reference:answer is modified.


QUESTION 26Which of the following concepts may best exemplify a universal business rationale for improving quality?

A. Crosby's "Do it right the first time"B. Ishikawa's "Total quality control"C. Deming's "Chain reaction"D. Juran's "Trilogy"



QUESTION 27All but one of the following statements is true. Which one is not true?

A. Cost and quality are complementary rather than conflicting objectives.B. The cost of quality is primarily the investment in obtaining and sustaining good quality.C. When production output is less than free of all defects, people are being paid to produce poor quality.D. Nothing less than 100 percent inspection will suffice to ensure that good quality is produced.



QUESTION 28The concept of self-control by a production worker includes:

A. Knowing what the organizational goals are, what the job objective is, and the standard for performance.II. Knowing what the actual performance is.III. Notifying supervision whenever a nonconformance occurs.IV. Having the means for changing the performance when it does not conform to the goals, objectives, and standard.

B. III only


C. I, II, and III onlyD. I and II onlyE. I, II, and IV only



QUESTION 29A new process improvement team has just flowcharted how a process currently works. The value to the team is to:

A. Document and retain records demonstrating how work activities were performed at a specific moment in time.B. Gain consensus on how information and materials currently flow through the organization.C. Validate baseline performance data collected before a change is implemented.D. Assess the level of compliance against a quality standard.



QUESTION 30An acute-care unit of a medium-size hospital wants to develop a standardized approach to root cause analysis to improve diagnostic effectiveness. What toolsshould they consider for their "toolbox"?

A. FlowchartII. Check sheet and Pareto chartIII. Fishbone chartIV. Five whys

B. Histogram and scatter diagramVI. Control chartsVII. DMAIC

C. II, III, IV, and VII onlyD. VII only


E. IV and VII onlyF. I, II, III, IV, V, VI, and VII



QUESTION 31A work team has identified three software packages that will help them dramatically improve a process and needs to decide which to purchase. Each package hassome of the same and some different features and there are many different criteria that need to be used in making the decision. Which of the following tools islikely to be most valuable for helping the team decide?

A. Priorities matrixB. Tree diagramC. Matrix diagramD. Activity network diagram



QUESTION 32Brainstorming is a tool used primarily for:

A. Generating new ideas.B. Analysis of data.C. Organization of a list of items.D. Deciding among a list of items.




QUESTION 33The best tool for analyzing the relationship, over time, between quantitative data from two variables suspected to influence one another, is a:


A. Pareto chartB. Scatter diagramC. Interrelationship digraphD. Affinity diagram



QUESTION 34Uses of a matrix-type chart include:

A. Deploying the voice of the customer throughout the organization.II. As a spreadsheet to allocate resources by type over time.III. Analyzing a portfolio of projects against a set of criteria to determine relative priority of each project for implementation.IV. Displaying the estimated time span of tasks within a project over the duration of the project.

B. II, III, and IV onlyC. II onlyD. I, II, III, and IVE. II and III only

Correct Answer: C




QUESTION 35In an insurance claims processing unit, which quality tool would be most useful to analyze the amount of variation in the process used to code claims for computerentry and in determining whether the process is stable prior to embarking on an improvement effort?

A. Control chartB. HistogramC. Process mapD. PDPC



QUESTION 36All but one of the following tool sets could be used to help an educational institution identify the cause of excessive student tardiness. Which one could not?

A. Brainstorming and an Ishikawa diagramB. Five whys and a problem-solving modelC. FMEA and DMAICD. Check sheet and affinity diagram



QUESTION 37Which of the following would be the best tool to use to understand the process linkage from supplier to customer:


A. PDSAB. DMAICC. FMEAD. SIPOC



QUESTION 38One of the best tools for assessing the impacts of identified risks in the design of a hydroelectric dam and power station is:

A. Failure mode and effects analysisB. Mean time between failureC. Cost of poor qualityD. Reliability studies



QUESTION 39A more accurate accounting of the costs to produce a product can be achieved with:

A. Traditional cost accounting methodsB. Activity-based costingC. Correctly distinguishing between internal and external failure costsD. Correctly differentiating between prevention and appraisal costs

Correct Answer: BSection: (none)


Explanation


QUESTION 40Data that is derived from counting is derived from measuring is data.

A. Attribute, variableB. Numeric, verbalC. Variable, attributeD. Quantitative, qualitative


Explanation/Reference:corrected.

QUESTION 41Process analysis is to a flowchart as brainstorming is to a:

A. ChecklistB. Scatter diagramC. Mind mapD. Pareto chart



QUESTION 42Categorizing the cost of quality into failure costs, appraisal costs, and prevention costs is essential to be able to:

A. Reduce the total cost of quality to as near zero as possible.


B. Allocate efforts to effectively balance reduction of failures with detection of failures, as well as preventing failures.C. Substantially increase appraisal costs to detect failures before shipment.D. Virtually eliminate appraisal costs by adding to prevention efforts.



QUESTION 43All except one of the following could be a process goal for a for-profit service organization. Which one?

A. Ensure that the design of a service to customers follows industry safety standards.B. Ensure that the service delivered produces a profit.C. Dedication to continual process improvement.D. Discipline any employee who fails to meet the service standards of the organization.



QUESTION 44A common approach to understanding and improving a process is to:

A. Convene a focus group to study the process.B. Form a cross-functional ad hoc team to map the existing process, then after analysis, map the process as it might appear after improvement.C. Implement statistical process control.D. Audit the process to the ISO 9001 standard.




Explanation:

QUESTION 45Lean tools are primarily focused on:

A. Eliminating waste.B. Better workplace management.C. Increasing customer value.D. Reducing resources.



QUESTION 46Takt time:

A. Is a measure of the time between each operation in a cycle.B. Sets the pace of production to coincide with customer demand.C. Is another term for cycle time.D. Is the total sequential processing time to produce one item in a work cell.



QUESTION 47Which of the following statements are essential to understanding the theory of constraints?



A. The system, similar to a chain, is only as strong as its weakest link.II. Not much improvement can occur until the weakest link is addressed.III. Success or failure is dictated by the interaction of the process with the system.IV. Once the weakest link is fixed, the system requires no further improvement.

B. I, II, and III onlyC. I, II, and IV onlyD. I, II, III, and IVE. I and II only



QUESTION 48Theory of constraints:

A. Follows the steps in the process.B. Follows the processes in the system.C. Follows the flow of money.D. Follows after process reengineering.




QUESTION 49Looking at the following data:40, 20, 10, 20, 50, 90, 80, 30, 20, 40 the mean is , the median is ,

A. 40, 35, 20B. 40, 20, 40C. 20, 40, 40D. 45, 70, 20



QUESTION 50Disposition of a product using go/no-go data is based on what type of sampling plan?

A. VariableB. AttributeC. ReducedD. Tightened



QUESTION 51The best technique for analyzing qualitative data is to:

A. Designate meaningful categories and assign each response to a category, then sum the number of responses in each category as the indication of thecategory's importance to the population responding.

B. Assign a value rating to each response, then sum the ratings for all responses, and use the mean as representative of the responses of the total population.C. Score each response according to personality type.


D. Search for keywords, significant to the research being done, in each response. Count the number of each keyword used and take the keyword usage totals asrepresentative of the population studied.


Explanation/Reference:answer is verified.

QUESTION 52A way to ensure a near 100 percent response rate for a survey is to conduct the survey with the group targeted for study at a time and place when everyone in thegroup is present and everyone is required to complete the survey. There may still be problems possible with this approach that could cause poor decisions to bemade from false data, such as:

A. Some persons may refuse to take the survey or they may intentionally corrupt their answers if they resent the method used.II. Some persons may find that the pressure of having to complete the survey without lagging behind most of the group may distort or inhibit clear thinking, andprevent a well-thought-through response.III. In their haste to get it over with, some respondents, without thought, may just randomly answer the questions.IV. Even though response documents may not show respondent identification, some respondents may feel they have to furnish the answers they thinkmanagement wants to see.

B. IV onlyC. II and III onlyD. I onlyE. I, II, III, and IV



QUESTION 53Long-range trend analysis is typically used in performing which of the following activities?

A. Control chartingB. Management reviewC. Internal auditing


D. Design review



QUESTION 54Which of the following correctly describes the sequence of events, from beginning to end, for reducing special causes of variation?

A. Search for the cause.II. Develop a long-term remedy.III. Gather data to identify special causes.IV. Put an immediate remedy in place to contain any damage.

B. I, III, IV, IIC. IV, III, II, ID. II, I, III, IVE. III, IV, I, II



QUESTION 55Which of the following is true about the relationship between Cp and Cpk?

A. Cp = Cpk when the process is centered.II. Cpk is always less than or equal to Cp.III. Cp is always less than or equal to Cpk.IV. There is no direct relationship between Cp and Cpk.

B. I onlyC. IV onlyD. I and II onlyE. III and IV only




QUESTION 56Which of the following techniques is most useful for measuring the test retest reliability of a survey?

A. Calculate Cronbach's coefficient alpha.B. Use differently worded items to measure the same attribute.C. Have the same respondents complete a survey at two different points in time.D. Conduct an organized review of the survey to ensure that it includes everything it should.



QUESTION 57Management's goal is to continually improve customer service and satisfaction. Their actions include the following. Which of these actions is least likely to helpachieve the goal?

A. Provide for positive reinforcement to employees who are trying to satisfy customers.B. Encourage and support cooperation and conformance to quality standards amongst internal customers.C. Establish an employee suggestion box system.D. Ensure that employees have the training, information, and physical things they need to do their jobs well.




QUESTION 58At a distributor of plumbing supplies, which one of the following actions will have the most positive influence on employees to improve products, processes, andservices?

A. Provide rubber mats to relieve the fatigue of counter service personnel.B. Implement an inventory system that will ensure that all commonly ordered items are in stock when needed.C. Train all employees in the seven basic quality tools.D. Establish and support cross-functional process improvement teams to address processes where potential improvement is indicated.



QUESTION 59Which of the following lists is most representative of "external customers"of the town's public high school?

A. Students, parents, colleges, potential employers, town school board, and community volunteer agenciesB. Students, parents, teachers, potential employersC. Students, parents, colleges, potential employersD. Students, parents, town school board



QUESTION 60Effective actions taken to improve products and service provided by a sports clothing manufacturer to the distributors of their athletic products could include:

A. Conducting a survey of all end usersII. Collecting and analyzing data on what type and quality of the manufacturer 's products appear to be in demand based on shipments in the past twelvemonths.III. Identifying patterns of sales by product, by geographic location, and by size of distributor.IV. Mutually identifying targets of opportunity beneficial to both manufacturer and distributors, setting improvement objectives, and planning the improvements


B. I and IV onlyC. II and III onlyD. I, II, III, and IVE. II, III, and IV only



QUESTION 61Segmentation of a teaching hospital's patient database would be:

A. Useful in allocating physical resources.II. Helpful in balancing staffing needs.III. Advantageous in the process of applying for additional funding to accommodate projected demands on facilities and staff.IV. Impractical because of the transient nature of the patient base.

B. IV onlyC. I and II onlyD. III onlyE. I, II, and III only



QUESTION 62A clustered-preference customer segment would be characterized by:

A. Consumer preferences that vary a great deal.B. Consumers having roughly the same preferences.C. Competing products that would be dissimilar between clusters.D. Competing products that would be similar between clusters.




QUESTION 63Which of the following should be accomplished first when implementing customer relationship management initiatives?

A. Target key customers for relationship management.B. Appoint a manager to supervise the customer service representative.C. Assign a relationship manager to each key customer.D. Develop customer relationship management plans.




QUESTION 64Which of the following are proactive sources of customer information?

A. Claims/refundsII. Technical services provided as part of the total product package III. Monitoring of broad market trendsIV. Observing customers using the product or service

B. II onlyC. IV only


D. I and III onlyE. III and IV only



QUESTION 65Which of the following is the most appropriate sequence of events for administering a customer satisfaction survey, from beginning to end?

A. Prepare the survey instrument.II. Administer the survey.III. Report the results.IV. Identify survey objectives.

B. Analyze the data.VI. Organize the data.

C. I, VI, IV, II, V, IIID. I, II, V, VI, III, IVE. IV, I, II, VI, V, IIIF. VI, I, II, V, IV, III



QUESTION 66Which of the following is the most direct technique for measuring customer value?

A. Focus groupsB. Market testC. Trade-off analysisD. In-person interview




QUESTION 67Quality function deployment looks at the relationship between all but which of the following components?

A. Customer wants/needsB. Company product/process characteristicsC. Competitor product performanceD. Customer service training requirements



QUESTION 68A focus group consisting of external customers would be useful to:

A. Collect data that can be used to construct a customer survey.II. Test the acceptability of a proposed new service.III. Validate customer satisfaction across the entire customer base.IV. Identify ways an existing service could be improved.

B. I, II, III, and IVC. IV onlyD. I, II, and IV onlyE. II and III only




Explanation:

QUESTION 69Mystery shopping is a term that applies to:

A. Use of random sampling to collect audit information.B. Management by walking around (MBWA) for the retail industry.C. Anonymous observation of customer service practices.D. Verification of accuracy and reliability of sales data.



QUESTION 70The first step in a successful customer satisfaction program is to:

A. Hire and train qualified staff and reward them based on performance.B. Get to know the customers' most pressing needs.C. Develop a strategic alliance/partnership with key customers.D. Get management commitment to a focus on customers.



QUESTION 71A listening post is a:

A. Physical place in the facility where employees gather to discuss comments heard from customers.B. Place where customer comments, pro and con, are posted for all employees to see.C. Practice whereby surveillance personnel periodically listen in to ongoing conversations between employees and customers for the purpose of identifying

employee behavior that can be improved.


D. Designated individual or group trained to listen carefully to customer comments, and record the comments in a process where the comments can be analyzed(trended) and actions taken to improve customer satisfaction.



QUESTION 72In the development of a consumer appliance product survey which of the following data would likely aid the process?

A. An analysis of customer complaints receivedII. Satisfaction data from a customer focus groupIII. Number of product defects detected prior to shipments IV. Warranty registration data

B. I onlyC. I, II, III, and IVD. I and II onlyE. I, II, and IV only



QUESTION 73To further improve customer loyalty, an investment service organization may effectively use which of the following strategies?

A. A lost-customer analysisII. Free lessons for customers on how to make wise investments III. A customer panel to determine acceptability of a free quarterly newsletter highlighting thelives of long-term investorsIV. Direct computer access to market information and investment analysis data for high-value customers

B. I and III onlyC. I, II, III, and IVD. II, III, and IV onlyE. I only




QUESTION 74The best use of the cost of lost banking customers is to:

A. Compare this cost from one accounting period to another.B. Compare lost-customer costs with costs to obtain new customers, and if the cost of obtaining new customers is greater, refocus efforts on customer retention.C. Use these figures to reprimand employees responsible for lost customers.D. Justify an initiative to contact lost customers and entice them to come back.


Explanation/Reference:up-to-date.

QUESTION 75One of the most important customer service principles to apply is:

A. "The customer is always right."B. When dealing with a problem, thank the customer for bringing theproblem to you and allowing you to help resolve the problem.C. State your organization's policy regarding handling of such problems.D. Be sure the customer realizes you are not responsible for the problem.



QUESTION 76


For a bookseller that sells entirely through a Web site, managing the diversity of customers would entail which of the following?

A. Adopting lean techniques to reduce cycle timeII. Continually developing new service features to take the place of services that have become "must haves"III. Responding to the needs of a diverse customer base IV. Understanding and working closely with multiple publishers

B. III onlyC. II and III onlyD. II, III, and IV onlyE. I, II, III, and IV



QUESTION 77Typical factors chosen as criteria for supplier selection would include all but:

A. Quality award winner.B. Financial stability of supplier.C. Capability to meet current and future demands.D. Supplier 's track record for on-time delivery and incoming quality.



QUESTION 78A condition under which a supplier appearing on the customer 's "OK to buy from" list would not be issued an order would be:

A. Item needed is not available from any of OK'd suppliers.II. Supplier 's quality rating has dropped below acceptable standards on last two shipments.III. OK'd supplier does not have the capacity to fulfill the customer 's demands for the item needed.IV. One or more factors from the selection criteria will not now be met by the supplier.


B. I and III onlyC. I and II onlyD. I, II, and III onlyE. I, II, III, and IV



QUESTION 79In medical device manufacturing and in pharmaceutical production, strict traceability is mandated by regulation. What type of actions may draw upon thisrequirement?

A. Fulfillment of an unconditional guaranteeII. Replacement of failed product under warrantyIII. A product recall that is needed to safeguard product users IV. Analysis of problems leads to process improvement

B. II, III, and IV onlyC. III and IV onlyD. I, II, and III onlyE. I, II, III, and IV



QUESTION 80An action of highest priority is for suppliers to:

A. Implement a system that ensures that customers' needs and the supplier 's terms of sale are mutually understood and agreed to.B. Emphasize that the purchase order is the legal contract between buyer and seller.C. Be sure that the customer 's order form meets supplier 's specifications.D. Automatically reject an order if the customer makes demands the supplier deems unacceptable.




QUESTION 81Some of the metrics that could be used to measure performance of a commercial painting contractor are:

A. On-time completion of a painting contract.II. Quality rating resulting from customer 's third-party on-site inspection.III. Amount (time and cost) or rework required. IV. Accuracy of billing.

B. I, II, III, and IVC. I and III onlyD. I, II, and III onlyE. I, III, and IV only



QUESTION 82Facts pertaining to which of the following would be critical in developing a system of supplier performance measurement for an aircraft engine manufacturer?

A. Amount of technical support provided by the supplierII. Supplier CpkIII. Defective product reworked before shipmentIV. MTBF of product after installation

B. II and IV onlyC. I, II, III, and IVD. I and II onlyE. I, II, and IV only

Correct Answer: D




QUESTION 83In planning the strategy for improving supplier performance, which of the following should be considered?

A. How the supplier will receive performance feedbackII. How effective is the supplier 's corrective and preventive action system III. Whether the supplier 's quality management system is certified to an industry-pertinent standard IV. How much of this organization's resources will be needed to assist suppliers in improving performance

B. I, II, III, and IVC. III and IV onlyD. I and IV onlyE. II, III, and IV only



QUESTION 84All except one of the following could be a benefit to a supplier in a partnership or alliance with a customer. Which one?

A. Enabled to plan long-term production volume based on customer 's forecast of demandB. Eliminate legal risksC. Winwin relationshipD. Sharing of resources




QUESTION 85The role of supply chain management is to:

A. Ensure that the right product/service, in the right quantity, of the right quality, gets to the right customer at the right time.B. Control the performance of every organization involved in the supply chain.C. Be totally responsible for the input from upstream suppliers to ensure that downstream customers receive outputs that conform to end users requirements.D. Reduce inventory.



QUESTION 86Which of the following is not a technique or practice involved in supplier logistics management?


A. Buffer inventoryB. KanbanC. Modular assemblyD. Ship-to-stock



QUESTION 87


The primary purpose of a supplier certification program is to:

A. Reward excellent suppliers.B. Reduce the number of supplier audits.C. Shift costs of supplier management from appraisal to prevention.D. Transfer responsibility for supplier quality to the purchasing department.


Explanation/Reference:answer is appropriated.

QUESTION 88Which of the following is the least effective technique for developing good relationships with suppliers?

A. Establishing long-term contractual agreements.B. Using audits to gain leverage for change in supplier performance.C. Providing assistance to suppliers to help them meet performance requirements.D. Enhancing supplier knowledge of the company's near-term and longterm needs.



QUESTION 89The primary goal of procurement management is to:

A. Purchase goods that meet specified requirements.B. Form a partnership to recognize key suppliers.C. Foster sole-sourcing to reduce variation.D. Reduce new-product development cycle time.

Correct Answer: A




QUESTION 90Which of the following is the least desirable goal of the customer supplier relationship?

A. Maximize return on investment.B. Satisfy shared customers further along the customersupplier chain.C. Prohibit less capable suppliers from entering the market.D. Ensure high levels of quality in incoming materials.



QUESTION 91When there is a slippage in quality, just-in-time inventory systems affect:

A. Product scrap rates.B. Production schedules.C. Incoming inspection efficiency.D. Materials usage variances.



QUESTION 92Designing effective training approaches must take into account:


A. The organization's work system.II. Organization needs.III. Individual employee needs.IV. Training assessment criteria.

B. I, II, and III onlyC. I, II, III, and IVD. I, III, and IV only



QUESTION 93Which of the following statements are true about the differences between training and education?

A. Training focuses more on doing, whereas education focuses more on thinking.II. Training is typically provided by employers, whereas education might be funded but not provided.III. Training teaches students to acquire new knowledge, whereas education teaches new skills.IV. Training is more job focused, whereas education is more theoretical.

B. I and III onlyC. II and IV onlyD. I, II, and IV onlyE. II, III, and IV only



QUESTION 94From the following pairs, select the most critical factors relating to training:

A. Support is derived from the strategic plan and the personal commitment and involvement of top management.B. Top management commitment and employee acceptance of the need for training.


C. What training is needed and when.D. Who will deliver training and to whom.



QUESTION 95In time of financial stress, training is often one of the first functions to be discontinued, because:

A. Training is not considered part of the strategic plan.II. Training is treated as a cost with no quantifiable benefits.III. Management does not understand the connection between building and sustaining the organization's competencies and achieving profitability.IV. The correlation between the function of training and the function of product realization has not been established.

B. I and II onlyC. I, II, and III onlyD. I, II, III, and IVE. II and IV only



QUESTION 96Which of the following is the primary purpose of training?

A. Improved technological capabilitiesB. Improved human resource capabilitiesC. Improved employee satisfactionD. Improved operational results

Correct Answer: DSection: (none)


Explanation


QUESTION 97Training appears to be needed in all but one of the following situations. Which one?

A. A new law requires that training be doneB. A continual stream of terminations and new hires is occurringC. A cell structure is being created and all employees within each cell must be able to do any task within the cellD. All employees must learn basic quality principles



QUESTION 98A training needs analysis is:

A. An assessment of an organization's capability to meet customers' needs.B. The action taken as a direct result of a training design deficiency.C. A gap analysis.D. The best measure of an organization's performance effectiveness.



QUESTION 99All except one of the following is a technique used in assessing training needs. Which one is not?

A. Critical incident analysis


B. Focus groupC. Task analysisD. Performance problem analysis



QUESTION 100Which of the following training delivery methods would be most effective in a situation with large employee populations, multiple sites needing concurrent delivery,and high turnover rates that require continuous training?

A. Learner-controlled instructionB. Classroom instructionC. Case studiesD. Coaching



QUESTION 101Which of the following is true?

A. Training to be delivered via an in-house intranet is likely to be more costly to develop than classroom-type training.B. Training embedded in a transaction-processing computer program is usually ineffective as well as annoying to operators.C. A printed training workbook serves only one purpose--documentation of textual content.D. OJT is how an "old hand" teaches a new hire how things are done--it involves no structure or instructional standards.




QUESTION 102All but one of the following relates to how adults learn. Which one?

A. Adults have learned to do what they are told to do, and therefore learn what they are told to learn.B. Adults need to know why they should learn something and have a need to self-direct their learning.C. Adults sense that it is time to learn when they experience a need to know or to be able to perform more satisfactorily.D. Adults are preconditioned before entering a learning situation, which affects their responsiveness to the learning experience--relative to both the process and

the content.



QUESTION 103Self-directed learning refers to:

A. Self-paced learning in some combination of print material, computeraided testing and simulations, CD-ROMs, and so on.B. The choice an individual has as to what he or she wishes to learn.C. Training always delivered without the presence of an instructor or advisor.D. Any training not delivered in a classroom setting.



QUESTION 104All but one of the following is a job aid type instructional tool. Which one is not?

A. A programmable electronic calculator with programmed formulasB. Embedded "help" screens in a computer program


C. Preprinted instructions on a formD. A signal light indicating that an error has occurred



QUESTION 105Which of the following sequences demonstrates the lowest-to-highest order for evaluating training effectiveness?

A. What changes in behavior resulted? (Behavior)II. What are the tangible results of the program? (Results) III. What principles, facts, or techniques were learned? (Learning) IV. How well did attendees like theprogram? (Reaction)

B. I, II, III, IVC. III, IV, II, ID. II, I, III, IVE. IV, III, I, II


Explanation/Reference:modified.

QUESTION 106In computing ROTI, which of the following would not be considered a training cost?

A. Trainer 's travel and living expensesB. Employee turnoverC. Computer purchased solely for the trainingD. Participants' time away from their jobs




QUESTION 107When total quality management has been successfully implemented, the distinctions between staff and line activities can become blurred as empowered teamsbecome responsible for both plans and actions when management layers decrease. The role of the quality function may include all of the following Except:

A. Quality accountingB. Quality assuranceC. Quality management systemD. Supplier Quality



QUESTION 108The priority attributed to quality function is not based on size of the quality department. The quality function is not:

A. A prevention squadB. Oriented towards defect detectionC. A screen or barrier to protect customerD. All of these



QUESTION 109Understanding leadership requires a fundamental understanding of organizations and the design factors that must be considered. The design of an organization isthe formal framework for communication and authority, and is determined by:


A. Formalization, centralization and complexityB. Formalization, centralization and outsourcingC. Formalization and centralizationD. Centralization and complexity



QUESTION 110Today, many organizations have reduced the number of managerial positions through restructuring while increasing the spans of control. The optimum span ofcontrol is increasingly determined by issues such as:

A. Amount of employees training and experienceB. Strength of organization's cultureC. Available resourcesD. Complexity of hierarchy

Correct Answer: ABCSection: (none)Explanation


QUESTION 111Many executives believe now believe that decisions should be made by those people with the best information to make decisions, regardless of their level in theorganization. More decentralization might be needed under one or more of the following conditions:

A. The environment is complex or uncertainB. Lower level managers are capable and experienced at making decisionsC. Decisions are relatively minorD. None of these

Correct Answer: ABCSection: (none)


Explanation


QUESTION 112It may work behind the scenes or be highly visible to followers. Through personal motivation and power of persuasion, this leader gathers followers to a commongoal, sometimes inciting the followers to take physical action against a targeted group. It is a:

A. Cause leaderB. Organization leaderC. Opinion leaderD. Public leader



QUESTION 113This individual may be perceived as a leader by his or her subordinates, peers and bosses for exhibiting one or more of these qualities:1. Knowledge2. Skills3. Experience4. Charisma5. Action6. Convincing speech7. Empathy8. Ethics9. Empowerment10. Collaboration11. Support

Who is this?

A. Cause leaderB. Organization leaderC. Opinion leader


D. Public leader



QUESTION 114"Leaders of the future can no longer afford insularity. It is simply not an option in increasingly boundary-less organizations driven by customer power... now theymust destroy those walls and replace them with bridges." Key roles of a leader include being all of the following Except:

A. FacilitatorB. AppraiserC. ForecasterD. None of these



QUESTION 115Some of the issues that make leadership difficult to define include:

A. Leadership of an organization may be an appointed roleB. Leadership may be taken on at various times by different people who are working together on a particular projectC. Deming described primary responsibility of a leader as transformation of the organizationD. A, B and C all are correct




QUESTION 116Considering the maturity factor, the task and relationship behaviors comprise four leadership styles. These styles are: High task; low relationship, High task; Highrelationship, High relationship; Low task, Low relationship; Low task. Leadership style where decisions are explained and where there is opportunity to clarify andask questions is:

A. High task; low relationshipB. High task; High relationshipC. High relationship; Low taskD. Low relationship; Low task



QUESTION 117Considering the maturity factor, the task and relationship behaviors comprise four leadership styles. These styles are: High task; low relationship, High task; Highrelationship, High relationship; Low task, Low relationship; Low task. Leadership style where specific instructions and close supervision of performance areindicated is:




QUESTION 118Considering the maturity factor, the task and relationship behaviors comprise four leadership styles. These styles are: High task; low relationship, High task; Highrelationship, High relationship; Low task, Low relationship; Low task. Leadership style where responsibility for decisions and implementation are turned over to theemployee is:





QUESTION 119Considering the maturity factor, the task and relationship behaviors comprise four leadership styles. These styles are: High task; low relationship, High task; Highrelationship, High relationship; Low task, Low relationship; Low task. Leadership style where ideas are shared, encouragement is provided, and leader acts as acoach is:




QUESTION 120A chairperson may be a leader and/or manager, depending much upon the influence he or she may have on an organization and the decision authority granted.There are many roles a manager may perform.As an architect he/she:

A. Organizes, people, ideas and things to achieve the enterprise's objectivesB. Builds an enterprise structure that supports the strategic goals and objectivesC. Embraces the principles, morals, and norms of the society in which organization impactsD. Imparts knowledge and teaches skills to others




QUESTION 121A chairperson may be a leader and/or manager, depending much upon the influence he or she may have on an organization and the decision authority granted.There are many roles a manager may perform.As an ethicist he/she:




QUESTION 122Drucker identifies four tasks of management Excluding:

A. The task of economic performanceB. The task to make work productive and worker achievingC. The task to managing the social impacts and social responsibilities of the enterpriseD. The task of managing within the dimension of budget




QUESTION 123Is a person from outside the organization who has been hired to advise and help facilitate the change process. He/she has greater degree of freedom and shouldbe better able to access activities and provide honest feedback.

A. Change agentB. MentorC. EthicistD. Business Generator



QUESTION 124A chairperson may be a leader and/or manager, depending much upon the influence he or she may have on an organization and the decision authority granted.There are many roles a manager may perform.As a trainer he/she:




QUESTION 125A chairperson may be a leader and/or manager, depending much upon the influence he or she may have on an organization and the decision authority granted.There are many roles a manager may perform.As an organizer he/she:

A. Organizes, people, ideas and things to achieve the enterprise's objectives


B. Builds an enterprise structure that supports the strategic goals and objectivesC. Embraces the principles, morals, and norms of the society in which organization impactsD. Imparts knowledge and teaches skills to others



QUESTION 126All organizations have limited resources and opportunities, and must allocate them so as to best accomplish the mission with high efficiency. A possible solution is:

A. To ensure the strategic and operational plans clearly indicate the priorities and strategies for the organizationB. To communicate, communicate, and communicate!C. To ensure that authority levels are clearly spelled out for typical situationsD. To have employees go outside the organizational walls



QUESTION 127In a typical organization, there are many different strategies and people put their focus where it seems best placed, but this may not agree with what is actuallyexpected or desired. A possible solution for such a situation is:





QUESTION 128Although an organization may have clearly communicated plans and have good cross functional relationships but because of vertical communication alignment ofgoals and activities is often slower. A possible solution to this issue is:




QUESTION 129In an organization, the members do have generally inward focus. The day-to-day attention of many members of the organization may not get external focus to lookfor ideas, support and feedback. The possible solution for such a situation may be:



Explanation/Reference:answer is updated.

QUESTION 130Managing change is particularly complex due to the fact that much of what must be changed often consists of intangibles such as beliefs, behavior s and policies.These types of constraints are more difficult to identify. We can get help from:


A. GATT chartB. PERT chartC. A force-field analysisD. None of these



QUESTION 131A modification of Lewin's unfreezing-moving-refreezing model may provide support for change. According to this model there are following ways to reduce changeresistance Except:


A. Understand the emotional impact of changeB. Understand the impact of change to intellectual propertyC. Be consistent in responding to resistanceD. Be flexible, be patient and be supportive



QUESTION 132Which of these circumstances might reasonably prompt a reevaluation of an organization's policies and strategic objectives?


A. The retirement of the CEOII. A merger with another companyIII. Divestiture of a major divisionIV. Obsolescence of a major technology

B. I, II, III, and IVC. II, III, and IV onlyD. I, II, and IV onlyE. II and III only



QUESTION 133A small chain of five retail stores has just completed its initial strategic planning and wishes to determine the effectiveness of its plans for the first year. They shouldtrack and measure:

A. Results from action plans.B. Frequency of application of the quality policy.C. Attainment of the strategic objectives.D. Organization goals.



QUESTION 134Three hospitals are located within the same metropolitan are a. One hospital determined that both its cafeteria and its gift shop ranked lower in variety andconvenience than the other two hospitals. Which of the following actions would be most appropriate?

A. Normalize the data based on any significant differences in the customers being served (for example, economic strata).B. Subcontract the cafeteria and gift shop to outside sources that can provide greater attention to these nonmedical aspects of the hospital operations.C. Colocate the cafeteria and the gift shop in order to share resources, reduce costs, simplify access, and allow a greater investment in variety.


D. Look at customer purchasing patterns and profit margins to maximize investment payback.



QUESTION 135Strategic planning may include all but which of the following?

A. A SWOT analysisB. Hoshin planning and deploymentC. A seven-step problem-solving techniqueD. Scenario planning



QUESTION 136During the development of company strategy, input should be sought from:

A. Advertising agencies.B. Competitors.C. Stakeholders.D. Public relations advisers.




QUESTION 137To establish the direction an organization's first strategic planning initiative should take, the organization should first create:

A. A mission statement.B. Organizational objectives.C. A vision statement.D. Action plans.



QUESTION 138An organization's environmental scanning process has uncovered the following:

What technique/tool was most likely used to categorize and analyze these and other similar data?

A. Priorities matrixB. Process mapC. Quality function deploymentD. SWOT analysis



QUESTION 139The role of the quality function in supporting strategic plans could include all but which of the following?

A. Institute and enforce a quality policy across all organizational functions.B. Lead the implementation of an ISO 9001 QMS, as identified in the strategic plan.C. Advise other functions in the setting of quality objectives that are linked to the organization's strategic plan.D. Facilitate the deployment of the voice of the customer throughout the organization.




QUESTION 140In preparation for strategic planning, organizations should look closely at their industry to determine:

A. The amount of excess capacity.II. Which competitors might join forces and become a greater threat.III. How employees perceive competitor advertisements.IV. What changes in regulatory requirements are likely to occur.

B. I and IIC. II and IIID. I, II, and IVE. I, II, III, and IV



QUESTION 141Scenario planning is used for:

A. Deciding which continuous improvement project recommendations to implement first.B. Determining which method of financial analysis to use.C. Envisioning several alternative strategic viewpoints.D. Analyzing the results of a SWOT analysis.




QUESTION 142The preferred technique/tool used to determine the strategies of organizations serving the same market as your own organization is:

A. Competitive analysis.B. Benchmarking.C. Industry trade association data research.D. Survey of competitor 's customers.


Explanation/Reference:valid and updated.

QUESTION 143A stakeholder analysis would:

A. Determine the appropriate dividend amount to be distributed to shareholders.B. Assess the feasibility of a partnership with a key supplier.C. Provide the basis to recommend the best strategy for dealing with pressure from a competitor.D. Delineate the outputs and outcomes needed by customers and regulatory agencies affecting the business.



QUESTION 144Future technology advancements can affect:

A. The services the organization provides.II. The speed of communications and the response time expected.III. The mass obsolescence of major existing products and processes.


IV. The increased human competence required to design processes that effectively utilize the advanced technology available.B. I, II, and IV onlyC. II onlyD. I and IV onlyE. I, II, III, and IV



QUESTION 145In developing a private college's balanced scorecard, which four of the following information categories would be best to consider?

A. Alumni contributionsII. Current student enrollmentsIII. Percentage of students graduatedIV. Faculty competence level

B. Academic rating among competitorsVI. Cash flowVII. New and/or updated programs under development

C. III, IV, V, VID. I, II, III, VIE. I, IV, V, VIIF. II, III, V, VI



QUESTION 146The most critical consideration in the deployment of strategic plans is:

A. Sufficient resources can be made available to carry out the plans.


B. The strategic goals do not exceed the present organization's capabilities.C. Middle management agrees with senior management that the strategic objectives are achievable.D. A process for tracking and measuring achievement of strategic goals is in place.



QUESTION 147Of the following core values and concepts, which would be the most critical to apply to a newly mandated state emergency management agency?

A. Visionary leadershipII. Customer-driven excellenceIII. AgilityIV. Focus on the future

B. Focus on results and creating valueVI. Management by factVII. Managing for innovation

C. I, III, V, VIID. II, V, VIE. I, III, IV, V, VI, VIIF. V, VI



QUESTION 148Knowledge and application of which of the following management theories and styles would be most useful to a manager dealing with an employee who isperforming poorly?

A. Maslow's hierarchy of needsII. Herzberg's two-factor theory


III. McGregor 's theory X and theory YIV. Kolb's experiential learning model

B. Behavior management--ABC analysisVI. Hersey-Blanchard's situational leadership modelVII. Senge's systems thinking

C. II, IV, VIID. I, II, V, VIE. I, IIIF. IV, VII



QUESTION 149Typical tools used as aids in selecting members for a process improvement team are:

A. DiSC and MBTI.B. MBTI and process mapping.C. Root cause analysis and fishbone chart.D. Brainstorming and affinity diagram.



QUESTION 150Organizational components that not only support other internal functions but also support external stakeholders are:

A. Information technology and human resources.B. Finance and customer service.C. Engineering and R&


D. D. Marketing and quality.




Documents

RealTest.CMQ-OE 150 - GRATIS EXAM · 2019-11-02 · CMQ-OE Certified Manager of Quality/Organizational Excellence Exam Good explanation provided and the references added most of the