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Which of the following tools is used to clarify roles and track accountability between activities and related stakeholders?
The most appropriate way to add: a cross-functional team member’s lack of perf is by
A company is in the planning phase of a supplier relations program. Which of the following steps is critical to establishing a successful program?
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 company wants to provider training in quality at the appropriate levels for all employees in the company. Which of the following; people should be invited to help develop the needs analysis for this training?
A 500-employee company is being acquired by one of its competitors. How should the company president communicate this change to the employees?
A trio of long-time employees has worked for the ABC Company for 22 to 25 years each, and they are referred to collectively as "the seniors.” ABC recently announced plans to improve quality through training and will soon be developing training sessions to be used throughout the organization. The seniors say they have “seen it all” over the years, and they are not impressed with the plans for ramming everyone. To prevent their negativity from interfering with the success of the training, which of the following actions will be most effective?
Which of the following tools can be used to estimate the expected percentage of defective material in a process that is in statistical control?
A customer is performing a supplier qualification audit for a product that requires environmental control. To ensure that the supplier delivers a safe product. the customer should take which of the following actions?
Which of the following types of benchmarking is used to compare similar processes that are used in different industries?
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?
When promoting quality improvement plans, the quality manager should take which of the following actions first?
The definition and communication of the quality vision, mission, and goals of a company is the primary responsibility of the
Several departments within an organization have implemented changes that improved their departmental results. However, the organizational results are decreasing. Which of the following concepts describes this situation?
Which of the following content areas should be stressed during quality facilitator training?
Which of the following actions will help make on-the-job training more effective?
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?
A service y has decided to expand the current focus of its regional territory to all of North America. This decision is an example of
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
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
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?
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?
First Community Bank Holding Company executive management has initiated an environmental scan lo determine the strategy to respond to new regulatory' standards. Management has observed that the bank has a good reputation in the marketplace, a talented workforce. 600 different options for investment strategies, and a solid management team, which is compensated substantially above industry levels. The bank is considering offering on-line securities trading as a new service to its customers. Which of the following should management consider as an external threat to First Community Bank Holding?
An ISO 9001 compliant company can drive organization-wide improvements effectively by
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?
When managing, virtual teams across virtual offices, a quality manager will often question the traditional
Which of the following communication skills is most important for a virtual team to have to avoid making incorrect assumptions?
Which of the following tools is used for continuous evaluation of a project's status?
In the Kano model, which of the following best defines an exciter attribute?
Water is delivered to ice-cube trays that are placed in freezers at less than -6° centigrade. The trays are removed from the freezers after six hours. If the water has not completely frozen, the trays are returned to the freezer until freezing is complete. The ice-cubes are then removed from the trays, inspected, and placed in bags. Defective cubes are discarded. The bags filled with cubes are kept in storage freezers. Alarms are sounded if a freezer's temperature goes above -6 centigrade. It has been shown that water in the ice-cube trays will freeze in six hours at -6'"' centigrade or less. Which of the following correctly depicts the flowchart for the process?
What is the best method to establish customer requirements with multiple customers on a complicated product?
Once the quality plan is developed, who 1s responsible for achieving corporate quality goals?
Materials that are accepted through a material review process even if they are out of specification are considered
When a project team is monitoring the schedule variance of a project, which of the following is the most important question to ask first?
Which of the following tools is used to help organize the output from a brainstorming session?
Which of the following characteristics is expected in a leader but not a manager?
Which of the following statements is true about using stakeholder analysis? A stakeholder analysis
A company has entered into a partnership with a key supplier. All other sources for this key component have been eliminated. An auditor reports that the qualifying audit done by the previous auditor contained a significant omission. In this situation, the quality manager should do which of the following first?
Which of the following approaches to conflict allows all parties to feel positive about the resolution?
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 project improvement team has identified several key issues but disagrees over the importance of certain issues. If project resources are limited and the key issues are similar. which of the following tools wall help resolve the disagreement?
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?
In order for a self-directed work team to be successful, the individual members must be responsible for
In order for a supplier certification program to be successful for all parties, the first step in the process should be to
To resolve inherent conflicts that arise from multiple customer requirements, an organization should use
Program evaluation and review technique (PHRT) charts are designed to support which of the following processes?
If a company finds that employee satisfaction is positively correlated with external customer satisfaction, it would be appropriate for management to link customer satisfaction measurement with
To identify product attributes that are important to customers, an organization should use which of the following techniques?
Which of the following statements is true about a customer-driven organization?
A Gantt chart is useful for managing which of the following stages of a project?
When selecting new employees for jobs requiring cross-functional communication, one criterion a manager should consider is the employee's
An analysis of a company’s strengths, weakness, opportunities and threats (SWOT) is designed to be used to
In order for feedback to be constructive, it should meet which of the following criteria?
Which of the following approaches indicates that a company has aligned its human resources with its strategic goals?
A company should take which of the following actions to identify customer expectations?
Which of the following elements is necessary for effective policy deployment?
Stratified sampling is an appropriate method to use in which of the following circumstances?
For this question, please refer to the following control chart, which shows the results of the last 23 runs of a process. The process has been in operation for 500 runs, and each run takes 1 day.
The control chart shows which of the following?
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
In a customer-driven company, one of the key roles of the sales function should be to
In project management, the sequence of activities that represents the longest period to finish the project is known as the
Which of the following metrics can be used to measure the internal performance of various departments at the operational level?
A company's training needs analysis shows that the only people in the organization who have been (rained in quality function deployment (QFD) are the quality stall members. The quality manager should do which of the following to address this problem?
When a unit of measure is being established for a product, the most important consideration is that the
In a balanced scorecard, which of the following figures is an example of a measure from the Learning and growth perspective?
The following, chart was developed by a team to conduct a SWOT analysis.
The S-O quadrant indicates the area where
A system that is designed to ensure that procedures are current, properly authorized, and accessible is known as document
Which of the following approaches should be used to ensure that a training program will help solve a particular problem?
If company a hires a to convert its current train-as-needed model to a more proactive approach to training, which of the following steps should the manager take first?
Which of the following factors should be considered in the interpretation of a histogram?
A process engineer has calculated that the purchase of a new $150.000 cutter for machines would enable the assembly area to increase output by 30% or more, without additional resource cost. The purchase would exceed the quality budget for the year but would reduce the total operating cost of the assembly department. If the process engineer, the quality manager, and the manager of the machining department collaborate to decide whether to buy the new cutter, they would be using which of the following type of management styles?
If a department manager asks the quality manager for help in defining its quality responsibilities, the should recommend that the department focus on
Which of the following elements describes the combination of the severity and probability of occurrence of harm?
Which of the following groups has primary responsibility for ensuring thai employees attend appropriate training sessions?
Which of the following customer segmentation factors would a company use to develop a "frequent buyer” program for its products?
In order for policies and values to reflect a company's vision, the strategic planning process must begin with
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?
The first step to delivering outstanding service is the development of a service
In order to effectively, must understand which of the following aspects of their audience?
Before conducting a survey of its readers, a newspaper publisher divided its database into 10 different income levels. The newspaper then drew a sample from each of the income levels. What type of sampling method is the publisher using?
In the theory of constraints, what 1s the greatest obstacle to eliminating a policy constraint?