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The audit report shows a major nonconformance in the document control system, in that obsolete procedures are not being withdrawn from use.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?
In order to promote effective quality improvements throughout an organization. management should do which of the following?
Which of the following customer segmentation factors would a company use to develop a "frequent buyer” program for its products?
Which of the following actions will help transform the culture of a traditional organisation to one that supports a total quality philosophy?
When an organization is the developing a supplier certification process, what type of suppliers should be examined first?
Which of the following activities describes the team leader's role in a team-based organisation?
When a unit of measure is being established for a product, the most important consideration is that the
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?
Rank in older, from firs! to last, the following steps to crediting 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 organisation
A few weeks ago. an internal quality auditor for a company completed an audit in one area of the quality system. Two corrective action requests (CARs) resulted from the audit. The supervisor of quality audits voided the two C'ARs without giving the auditor any substantial reason for the action, and the auditor has since fallen behind schedule on performing other audits. In this situation, the quality manager should take which of the following steps first?
A team that is in the norming stage of development will exhibit which of the following behaviors?
Which of the following is the best way for a company to d how it authorizes projects?
Which of the following approaches to explaining the importance of quality is likely to capture the attention of executive management?
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?
Which of the following groups has primary responsibility for ensuring thai employees attend appropriate training sessions?
Senior management has scheduled a meeting to review the results of a recent assessment that the quality manager has been overseeing for three months. If only 15 minutes are allotted for presenting the findings, which of the following actions would be most effective for the quality manager to take?
If an activity time within a critical path is increased, which of the following is most likely to occur?
An ISO 9001 compliant company can drive organization-wide improvements effectively by
The Baldrige criteria for performance excellence defines management by fact as including which of the following?
The best way to shorten the development cycle for introducing new products to the marketplace is to
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?
Which of the following tools is used to help organist the output from a brainstorming session?
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 is the most important characteristic of customer-focused organizations?
A customer submitted a comment card for a hotel chain detailing frustration with the condition of the fitness equipment. Within .1 week, this customer received a letter from the hotel manager apologizing for the inconvenience and a hotel voucher for one night's free stay. Upon returning for the free night's stay, the customer found the fitness equipment was in the same condition as the first stay, based on this information, the hotel's feedback program could best be described as having which of the following characteristics?
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?
The first step to delivering outstanding service is the development of a service
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?
Which of the following approaches is most effective for long-term conflict resolution?
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
To identify product attributes that are important to customers, an organization should use which of the following techniques?
In order to manage the needs of multiple customers, the management group should first
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?
An organization should use which of the following resources as guidance on quality-related issues?
The limits of an x control chart are usually calculated by using which of the following values?
Which of the following statements is true about using the plan-do-check-act (PDCA) methodology to make an improvement?
According to the Taguehi loss function, which of the following statements is true about total quality costs?
Which of the following tools is used to clarify roles and track accountability between activities and related stakeholders?
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?
When a supplier views its customers as partners, which of the following statements 1s true?
To resolve inherent conflicts that arise from multiple customer requirements, an organization should use
Which of the following actions is considered a best practice in a customer-driven organisation?
A company has been successfully using total quality management methods for several years. The supervisor of a very productive department is moved to manage another department. After several months, senior management notices a decline in production in the supervisor's new department and asks the quality manager to look into the matter. In this situation, the quality manager should do which of the following?
During the initial stage of a team's development, the most appropriate leadership style is
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?
If an organization currently has no strategic plan, the primary focus for a newly hired, senior-level quality manager should be to
For a company's mission, vision, and value statements to become integral to the organization, which of the following actions should management take?
Team ground rules are generally established during which of the following stages of team growth?
Which of the following training topics is important for a company's staff members but not for senior management?
The following chart was developed by a team.
This is an example of what type of chart?
If a department manager asks the quality manager for help in defining its quality responsibilities, the should recommend that the department focus on
In order for metrics to be useful in measuring quality projects and initiatives, the metrics must be
A company that wants to achieve a goal of zero defects must have which of the following processes in place?
The following, chart was developed by a team to conduct a SWOT analysis.
The S-O quadrant indicates the area where
Which of the following steps should a company lake to improve its customer satisfaction levels?
Which of the following approaches should a manager take to solve interdepartmental problems?
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
When selecting new employees for jobs requiring cross-functional communication, one criterion a manager should consider is the employee's
A CEO has announced a new vision in automation, integration, and technology. The CEO 1 how these el play an important role in the global business process simplification. In response to this vision, the CEO announces a more advanced new information system that will replace the old system. How would a Corporate IT Director manage the organization's performance and risks based on this new mandatory information system?
Rank in order, from first to last, the following steps in the supplier certification process.
1. Monitor performance
2. Develop criteria and process
3. Report results and award certification
4. Evaluate suppliers
Which of the following actions indicates that an interviewer is using active listening techniques?
Computer House Call Company has been in business for 15 years and was once considered a leader in the home computer diagnostic and repair industry. The company has relied on its highly trained and experienced technicians to maintain its reputation, however, the new quality manager has analyzed technician reports for the past three years and the analysis indicates a steady increase in the number of issues found during post-diagnostic analysis. During the same timeframe, accounting has reported an increase in requests for refunds or discounts from customers complaining about continued computer problems and inadequate computer performance. To resolve these issues, the quality manager proposes using a process improvement methodology. In an effort to gain management approval for a process improvement methodology, the quality manager should collect and present data on which of the following.
Which of the following are essential ingredients to achieving worker satisfaction?
In an effort to reduce quality costs, a quality manager has implemented a cross-functional process improvement team. Which of the following activities should the team perform first?
Which of the following characteristics is expected in a leader but not a manager?
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 quality manager of a 250 employee bottling plant has been successful in using job enrich h to imp quality improvement on the production line. The company president is impressed with the gains made through this process and wants to expand the concept throughout the company to inspire all employees to focus on quality. The president asks the quality manager to make a presentation to management on this topic. What is the critical point the quality manager should emphasize?
One of the best ways to identify what Juran calls the "vital few" customers, is through
According to Deming. management by fear most often results from managers who are driven by
Which of the following statements is true about a customer-driven organization?
Which of the following types of customer expectations is also common cause of customer dissatisfaction?
When the human resources (HR) department provides training throughout the organization. which of the following would be considered an internal customer?
Leadership is the process of creating an environment in which workers can become
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?
A company achieving 3 4 defects per million opportunities meets which of the following commonly accepted sigma levels?
A)
B)
C)
D)
An effective way for a customer to prepare to negotiate with a current supplier is by
In order for a supplier certification program to be successful for all parties, the first step in the process should be to
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?
Which of the following questions should a company ask before adopting a new technology?
Which of the following actions will help make on-the-job training more effective?
What is the first step a process owner must take in order to create a written process?
Which of the following approaches should be used to ensure that a training program will help solve a particular problem?
An organization has recently revised its mission and vision to include a strong statement about its commitment to quality excellence. When the organization implements its quality training program, which of the following groups should be trained first?