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NEW QUESTION # 62
In the Kano model, which of the following best defines an exciter attribute?
- A. These are articulated needs, what customers will say they need.
- B. These are unexpected but if offered, uener.ne "delight" and surprise the customer
- C. Satisfaction increases linearly as these attributes arc more fully delivered
- D. These attributes can be rated as "important" but they are expected.
Answer: B
NEW QUESTION # 63
The purpose of the ISO 9001 standard is to:
I. 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.
- A. I and II only
- B. I, II, and IV only
- C. I, II, III, and IV
- D. III and IV only
Answer: A
NEW QUESTION # 64
From the following pairs, select the most critical factors relating to training:
- A. Top management commitment and employee acceptance of the need for training.
- B. What training is needed and when.
- C. Who will deliver training and to whom.
- D. Support is derived from the strategic plan and the personal commitment and involvement of top management.
Answer: D
NEW QUESTION # 65
The best way to reduce variation in products from a supplier is to
- A. perform 100% incoming inspection
- B. develop a training plan that will improve incoming inspection results
- C. help the supplier develop quality control processes
- D. audit the supplier regularly and follow up on corrective action plans
Answer: C
NEW QUESTION # 66
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. initiate appropriate changes to the procedures being violated
- B. discuss the matter with mid-level managers
- C. quantify and verify the survey findings
- D. discuss the matter with the quality council or senior management
Answer: C
NEW QUESTION # 67
What type of organizational structure supports operational, project-based decision-making while retaining independent functional management?
- A. Hierarchical
- B. Inverted pyramid
- C. Functional
- D. Matrix
Answer: D
Explanation:
The Matrix organizational structure combines elements of both functional and project-based structures. In a matrix organization, employees report to both a functional manager (based on their expertise or department) and a project manager (based on the specific project they are working on). This dual reporting allows for flexibility and agility in decision-making. Functional managers oversee the technical aspects of work, while project managers focus on project-specific tasks and timelines. The matrix structure is commonly used in complex projects or organizations where cross-functional collaboration is essential1.
:
The ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fifth Edition1.
The ASQ Certified Manager of Quality/Organizational Excellence Handbook - Google Books2.
NEW QUESTION # 68
Rank in order, from first lo last, the following steps for deploying the strategic plan throughout the organization.
1. Development of quality goals and strategies by upper management
2. Implementation of action by line departments
3. Establish focus on customer needs
4. Translate strategies into the annual business plan
- A. 3, 1, 4, 2
- B. 1, 3, 2, 4
- C. 3, 2. 1, 4
- D. 1, 3, 4, 2
Answer: A
Explanation:
* Before anything else, it's crucial to understand and prioritize the needs of your customers. This step ensures that the strategic plan aligns with customer expectations and requirements.
* Development of quality goals and strategies by upper management: Once customer needs are clear, upper management should define quality goals and strategies. These goals guide the organization toward achieving excellence and meeting customer expectations.
* Translate strategies into the annual business plan: After setting quality goals, the next step is to translate broader strategies into actionable plans. The annual business plan outlines specific initiatives, targets, and resource allocation to achieve the strategic objectives.
* Implementation of action by line departments: Finally, line departments execute the planned actions.
They put the strategies into practice, monitor progress, and make necessary adjustments to ensure successful implementation.
Therefore, the correct order is C. 3, 1, 4, 21.
: 5. The ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fifth Edition. Sandra L.
Furterer and Douglas C. Wood. Published 2021. Link
NEW QUESTION # 69
A 500-employee company is being acquired by one of its competitors. How should the company president communicate this change to the employees?
- A. Alert them to pending media announcements
- B. Hold a companywide meeting
- C. Publish a special issue of the company newsletter
- D. Ask managers to notify employees in their own reporting line
Answer: B
Explanation:
Holding a companywide meeting is a best practice for communicating significant organizational changes, such as an acquisition. Here are some reasons why this approach is effective:
* Direct Communication: A companywide meeting allows the company president to directly address all employees. It provides a platform for open dialogue, where employees can ask questions and seek clarification.
* Transparency: Transparency is crucial during times of change. By communicating openly in a companywide meeting, the president demonstrates transparency and builds trust with employees.
* Consistent Message: In a companywide meeting, the president can ensure that all employees receive the same message simultaneously. This consistency prevents confusion and minimizes the spread of rumors.
* Strategic Vision: The president can share the strategic rationale behind the acquisition, emphasizing how it aligns with the company's goals and growth plans. Employees need to understand the purpose and potential benefits of the acquisition.
* Addressing Concerns: Employees may have concerns about job security, roles, and cultural integration.
A companywide meeting provides an opportunity to address these concerns and provide reassurance.
* Employee Engagement: Engaging employees early in the process fosters a sense of ownership and involvement. They feel part of the transition rather than passive recipients of information.
Remember that effective communication during an acquisition involves ongoing efforts beyond the initial announcement. Regular updates, Q&A sessions, and opportunities for feedback are essential to support employees through the transition21.
NEW QUESTION # 70
An ISO 9001 compliant company can drive organization-wide improvements effectively by
- A. deploying u contract review process
- B. training employees in statistical process control
- C. documenting procedures
- D. acting on the results of quality systems audits
Answer: C
NEW QUESTION # 71
In the development of a consumer appliance product survey which of the following data would likely aid the
process?
I. An analysis of customer complaints received
II. Satisfaction data from a customer focus group
III. Number of product defects detected prior to shipments
IV. Warranty registration data
- A. I and II only
- B. I only
- C. I, II, and IV only
- D. I, II, III, and IV
Answer: B
NEW QUESTION # 72
For a bookseller that sells entirely through a Web site, managing the diversity of customers would entail which of the following?
I. Adopting lean techniques to reduce cycle time
II. 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
- A. III only
- B. II and III only
- C. II, III, and IV only
- D. I, II, III, and IV
Answer: D
NEW QUESTION # 73
A 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. Imparts knowledge and teaches skills to others
- B. Organizes, people, ideas and things to achieve the enterprise's objectives
- C. Embraces the principles, morals, and norms of the society in which organization impacts
- D. Builds an enterprise structure that supports the strategic goals and objectives
Answer: D
NEW QUESTION # 74
One of the best ways to identify what Juran calls the "vital few" customers, is through
- A. a Pareto analysis
- B. a customer satisfaction survey
- C. sales analysis
- D. statistical process control (SPC)
Answer: A
NEW QUESTION # 75
The most important reason for changing procedures or processes is to
- A. develop cutting-edge design and production facilities
- B. stimulate creativity and out-of-the-box thinking
- C. enhance the value of products or services
- D. create a more effective work environment
Answer: C
NEW QUESTION # 76
Which of the following factors is crucial to the success of any project?
- A. Support from senior management
- B. Recruitment of the best available people
- C. A matrix organizational structure
- D. A multi-departmental project team
Answer: A
Explanation:
A project's success often hinges on the commitment and support of senior management. Their endorsement, allocation of resources, and active involvement contribute significantly to achieving project goals. Without senior management's backing, projects may face obstacles related to funding, decision-making, and organizational alignment. Therefore, ensuring strong support from senior leaders is essential for project success2.
References:
* ASQ Certified Manager of Quality/Organizational Excellence
* ASQ Manager of Quality/Organizational Excellence Certification CMQ/OE
NEW QUESTION # 77
A quality inspector who has worked in the quality assurance department for five years goes to the quality manager and asks what is necessary to advance into a p as a quality If the y has adopted a TQM approach, the quality manager should respond in which of the following ways?
- A. "You are doing a great job where you are, and you should have no problem advancing in the organization."
- B. ''We should meet to discuss your needs and desires and a specific attainment plan.
- C. "We should talk with a representative in the Human Resources Department about positions in that area."
- D. "You will need to get more training to increase your skills"
Answer: B
Explanation:
When an employee expresses interest in advancing their career, especially within a Total Quality Management (TQM) approach, it is essential to engage in a constructive conversation. The quality manager should encourage open communication and explore the employee's aspirations, skills, and development needs. By suggesting a meeting to discuss needs and desires, the manager can create a personalized plan that aligns with the employee's goals and organizational requirements. This approach fosters employee engagement, professional growth, and strategic alignment within the TQM framework2.
:
ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fourth Edition (Page 1) ASQ Certified Manager of Quality/Organizational Excellence
NEW QUESTION # 78
A team is frustrated by the difficulty of the project on which they're working, and has asked the sponsor to attend their next meeting. The sponsor should:
- A. Attend with a clear vision of the importance of the project.
- B. Attend and communicate a sense of urgency.
- C. Decline, since the team needs to own the process.
- D. Try to identify resisting forces before attending the meeting.
Answer: A
NEW QUESTION # 79
Which of the following is true about the relationship between Cp and Cpk?
I. 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.
- A. I only
- B. I and II only
- C. III and IV only
- D. IV only
Answer: B
NEW QUESTION # 80
In planning the strategy for improving supplier performance, which of the following should be considered?
I. How the supplier will receive performance feedback
II. 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
- A. I and IV only
- B. II, III, and IV only
- C. I, II, III, and IV
- D. III and IV only
Answer: C
NEW QUESTION # 81
A regression analysis be used to determine
- A. whether there is a correlation between x and y
- B. the true value of y at various values of x
- C. whether x is negatively related to y
- D. the relationship between x and the origin point
Answer: A
Explanation:
* Regression analysis is a statistical tool that investigates the strength and direction (positive or negative) of a relationship between two variables.
* While regression can indicate a negative relationship (B), its primary function is establishing correlation.
* The relationship to the origin point (C) is not the key focus of regression.
* Regression helps estimate the value of y given x (D), but its broader purpose is to analyze the correlation between the two variables.
References:
* ASQ CMQ/OE Handbook, Section VII: Quality Management Tools (section on regression analysis)
NEW QUESTION # 82
Which of the following best describes the differences between cross-functional and matrix organizations?
- A. Cross-functionals usually consist of personnel with technical skills, whereas matrices usually consist of high-level functional executives.
- B. Cross-functionals deal with internal groups, whereas matrices deal with external groups.
- C. Cross-functionals are often temporary, whereas matrices are permanent.
- D. Cross-functionals deal with companywide issues, whereas matrices focus on specific projects.
Answer: D
NEW QUESTION # 83
Quality function deployment looks at the relationship between all but which of the following components?
- A. Competitor product performance
- B. Customer wants/needs
- C. Company product/process characteristics
- D. Customer service training requirements
Answer: D
NEW QUESTION # 84
Which of the following tools is used to determine whether special cause variation exists in a process?
- A. Pareto chart
- B. Control chart
- C. Cause and effect diagram
- D. Fishbone diagram
Answer: B
NEW QUESTION # 85
Which of the following approaches to conflict allows all parties to feel positive about the resolution?
- A. Compromising
- B. Smoothing
- C. Collaborating
- D. Avoiding
Answer: C
Explanation:
Collaborating is a conflict resolution approach that encourages joint problem-solving. In this approach, individuals work together to identify common goals and explore various options to meet those goals. It involves active listening, empathy, and a willingness to consider different perspectives. By collaborating, parties can find win-win solutions that address everyone's interests and maintain positive relationships. This approach is particularly effective when the issue is complex and requires creative solutions2.
:
ASQ Certified Manager of Quality/Organizational Excellence Body of Knowledge.
ASQ Certified Manager of Quality/Organizational Excellence study guide and handbook.
NEW QUESTION # 86
The best tool for analyzing the relationship, over time, between quantitative data from two variables suspected to influence one another, is a:
- A. Affinity diagram
- B. Pareto chart
- C. Interrelationship digraph
- D. Scatter diagram
Answer: D
NEW QUESTION # 87
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