Which of the following formulas is used to calculate takt time?
Which of the following is the most important characteristic of customer-focused organizations?
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?
Which of the following factors would reduce the effectiveness of a training session on quality basics?
To ensure continued customer loyalty, a company must take which of the following steps?
According to the chart above which statement regarding causation is true?
Quality experts agree that most causes of quality problems can be attributed to an organization's
Which of the following groups would benefit most from detailed training on policy implementation, tactical decision-making, teamwork concepts, and technical quality tools?
Which of the following types of benchmarking is used to compare similar processes that are used in different industries?
A company is in the planning phase of a supplier relations program. Which of the following steps is critical to establishing a successful program?
When the human resources (HR) department provides training throughout the organization. which of the following would be considered an internal customer?
ACME organization has several teams "feuding" with one another. This is causing quality issues with customers, due to the variability in services and a lack of understanding not valuing what the other learns are doing within the broader enterprise. An instructor has been identified to host team budding exercises to help remediate die antagonism and get the employees focused on cooperative value-laden improvement efforts. Which of the following training approaches would be most effective?
Which of the following characteristics is descriptive of a customer-supplier partnership?
An organization should use which of the following resources as guidance on quality-related issues?
A company can maximize its return from a cost of quality program by investing more money in which of the following categories?
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?
Which of the following conclusions can be drawn from this table?
One of the primary purposes of a training needs analysis is to
Which of the following characteristics is expected in a leader but not a manager?
Which of the following approaches should be used to ensure that a training program will help solve a particular problem?
Regulatory standards are derived from which of the following sources?
Which of the following communication skills is most important for a virtual team to have to avoid making incorrect assumptions?
Which of the following is the best tool to use to identify the specific tasks needed to complete a project?
Team ground rules are generally established during which of the following stages of team growth?
A SWOT analysis should he performed when a company is
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?
Program evaluation and review technique (PHRT) charts are designed to support which of the following processes?
A short-range trend analysis is most beneficial when it is used to
The enhancement of one part of an organization at the expense of another is one definition of
In quality function deployment, the voice of the customer refers to
Which of the following tools should be used to determine how material is handled and who should handle it?
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
According to Crosby. quality is defined as
A company should take which of the following actions to identify customer expectations?
Which of the following actions indicates that senior management actively supports the company's quality initiatives?
A company that wants to achieve a goal of zero defects must have which of the following processes in place?
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?
Corporate headquarters has established the use of the Baldrige Award criteria as the standard for all divisions. West Division's general manager calls the quality director and says, ’’We do not want to use this criteria, but your job as quality director for the division will be to make it look as if we are using it. " In this situation, the quality director’s best response would be to tell the manager that
Which of the following actions by a customer will support long-term relations with a supplier?
An organization that liar, similar norms and values across product, unit, or functional boundaries is best described as having which of the following types of culture?
One of the best ways to identify what Juran calls the "vital few" customers, is through
Which of the following statements is true about using the plan-do-check-act (PDCA) methodology to make an improvement?
The most effective way lo simplify a process is by improving which of the following factors?
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 Gantt chart is useful for managing which of the following stages of a project?
Teams that are entering the performing stage often need help
In order for policies and values to reflect a company's vision, the strategic planning process must begin with
Design for six sigma most commonly uses which of the following tools?
Which of the following describes a Liken-type response format?
Resource leveling is used to accomplish which of the following objective?
In a balanced scorecard, which of the following figures is an example of a measure from the Learning and growth perspective?
Once the quality plan is developed, who 1s responsible for achieving corporate quality goals?
A company's area director is upset that quality levels have not improved since a quality training session was held a month ago. The area director tells the quality manager to schedule additional training as soon as possible In response the quality should do which of the following first?
Design for six sigma most commonly users which of the following tools?
Which of the following factors should be considered in the interpretation of a histogram?
Which of the following elements of an organisation's strategic planning process includes developing detailed action plans, defining: resource requirements, establishing performance measures, and aligning work units?
A company's new strategic plan targets development of a new service. The quality manager assembles a team from sales and marketing, engineering. Held customer support, finance, and human resources, with the objective of developing a series of matrices that will translate customer requirements into appropriate technical requirements or specifications. The process the quality manager is using to facilitate this outcome is best known as
What type of organizational structure supports operational, project-based decision-making while retaining independent functional management?
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?
Which of the following tools can be used to identify process variation?
Which of the following factors is characteristic of companies that excel in customer satisfaction?
In a customer-driven company, one of the key roles of the sales function should be to
Which of the following content areas should be stressed during quality facilitator training?
Which of the following types of customer expectations is also common cause of customer dissatisfaction?
Which of the following levels of the work breakdown structure (WBS) includes an explanation of the purpose of the project?
Which of the following basic economic realities makes budgeting necessary?
One advantage of using a single-source supplier strategy is that it will
Which of the following steps must be taken to create a successful on-the-job training program?
According to the Taguehi loss function, which of the following statements is true about total quality costs?
In terms of performance and perception, which of the following best describes a car with a reputation as an unreliable vehicle that gets better mileage and more reliable operation at lower cost than other vehicles in its class?
A)
B)
C)
D)
Which of the following actions by a leader is considered a roadblock to organizational success?
In order to effectively, must understand which of the following aspects of their audience?
Throughput is defined as the
Which of the following actions indicates that an interviewer is using active listening techniques?
On the basis of the trend shown in the chart below, which of the following actions, if any. would be appropriate for a quality manager to take?
Which of the following tools is used to clarify roles and track accountability between activities and related stakeholders?
According to Deming. management by fear most often results from managers who are driven by
Which of the following questions should a company ask before adopting a new technology?
A team that is in the norming stage of development will exhibit which of the following behaviors?
The house of quality pictured above was designed for product planning and development to specific customer wants and needs, which of the following sections would contain the planning matrix that lists market research and strategic planning?
In cultural and human interactions, misunderstandings at the informal level are most damaging because
Which of the following steps should a company lake to improve its customer satisfaction levels?
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?
How should the quality manager respond to the improving customer satisfaction trend?
Which of the following tools provides top management with a macro-level review of the effectiveness of the quality system?
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?
A U.S. manufacturer has an offshore, single-source supplier for a critical part. Many of the parts are rejected by receiving inspection because they are out of tolerance, but the material review board subsequently accepts those rejects. If a process improvement team has been asked to focus on this problem, which of the following steps should the team take first?
Which of the following approaches is most effective for long-term conflict resolution?
Which of the following elements describes the combination of the severity and probability of occurrence of harm?
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 is an external failure cost?
Which of the following training methods requires the greatest amount of monitoring in order to control variation?
The following charts represent the defects reported by the ABC Manufacturing Company. Customer X and Customer Y both received the same amounts of components; from ABC.
Customer X threatens to ehange suppliers unless ABC fixes the process that is creating defect type E. On the basis of the data presented above, how should ABC respond to Customer X?
Organization X installs new machine technologies to identify latent key performance indicators (KPIs). What quality technique could be used to determine the KPIs to enhance the value of the short, medium, and long term strategic planning efforts?
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?
A company's vision and mission statements should be used to generate its
To identify product attributes that are important to customers, an organization should use which of the following techniques?
When promoting quality improvement plans, the quality manager should take which of the following actions first?
When a project team is monitoring the schedule variance of a project, which of the following is the most important question to ask first?
If an organization currently has no strategic plan, the primary focus for a newly hired, senior-level quality manager should be to
Which of the following statements describes an effective relationship between an organization's strategic plan and its quality plan?
Which of the following could be a cause of the control chart results?
Which of the following are essential ingredients to achieving worker satisfaction?
Which of the following is a benefit of using quality function deployment (QFD)?