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ASQ CMQ-OE Certified Manager of Quality/Organizational Excellence Exam Exam Practice Test

Demo: 26 questions
Total 175 questions

Certified Manager of Quality/Organizational Excellence Exam Questions and Answers

Question 1

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

Options:

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 2

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

I. 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.

Options:

A.

I, II, III, and IV

B.

I and III only

C.

I, II, and III only

D.

I, III, and IV only

Question 3

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

Options:

A.

Amount of employees training and experience

B.

Strength of organization’s culture

C.

Available resources

D.

Complexity of hierarchy

Question 4

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

I. Conducting a survey of all end users

II. 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 twelve months.

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

Options:

A.

I and IV only

B.

II and III only

C.

I, II, III, and IV

D.

II, III, and IV only

Question 5

Designing effective training approaches must take into account:

I. The organization’s work system.

II. Organization needs.

III. Individual employee needs.

IV. Training assessment criteria.

Options:

A.

I, II, and III only

B.

I, II, III, and IV

C.

I, III, and IV only

Question 6

An important benefit of using an internal change agent versus an external change agent is to:

Options:

A.

Guarantee reduction of the cycle time for quality improvement because the internal change agent already knows what needs to be done and how to do it.

B.

Set more goals for improvement because the internal change agent has a greater interest in the outcome.

C.

Gain greater support for change from a respected leader who understands the company’s key business factors and the need for change.

D.

Better protect the needs of all stakeholders by providing feedback to top management that is nonthreatening and more objective.

Question 7

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

Options:

A.

Variable

B.

Attribute

C.

Reduced

D.

Tightened

Question 8

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

I. 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.

Options:

A.

I, III, IV, II

B.

IV, III, II, I

C.

II, I, III, IV

D.

III, IV, I, II

Question 9

A work team has identified three software packages that will help them dramatically improve a process and needs to decide which to purchase. Each package has some 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 is likely to be most valuable for helping the team decide?

Options:

A.

Priorities matrix

B.

Tree diagram

C.

Matrix diagram

D.

Activity network diagram

Question 10

Empowerment can be characterized by each of the following statements except:

Options:

A.

Employees are able to operate in a state of self-control.

B.

A partnership is formed between employees and management.

C.

Employees are able to make decisions affecting their work.

D.

Management relinquishes responsibility to employees.

Question 11

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.

Options:

A.

I and II only

B.

I, II, and IV only

C.

III and IV only

D.

I, II, III, and IV

Question 12

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

Options:

A.

Cause leader

B.

Organization leader

C.

Opinion leader

D.

Public leader

Question 13

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

Options:

A.

DiSC and MBTI.

B.

MBTI and process mapping.

C.

Root cause analysis and fishbone chart.

D.

Brainstorming and affinity diagram.

Question 14

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?

I. 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 to the 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 the technology approach we select?

Options:

A.

III only

B.

I, II, and IV

C.

I and IV only

D.

III and IV only

Question 15

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

I. Cash received.

II. Capital expenditures.

III. Short-term liabilities.

IV. Payroll expenses.

Options:

A.

IV only

B.

III only

C.

I, II, and III

D.

I and III

Question 16

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

Options:

A.

Formalization, centralization and complexity

B.

Formalization, centralization and outsourcing

C.

Formalization and centralization

D.

Centralization and complexity

Question 17

As 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?

Options:

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 and business 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 18

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

Options:

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 19

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

Options:

A.

Focus groups

B.

Market test

C.

Trade-off analysis

D.

In-person interview

Question 20

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

Options:

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 21

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

I. Maslow’s hierarchy of needs

II. Herzberg’s two-factor theory

III. McGregor ’s theory X and theory Y

IV. Kolb’s experiential learning model

V. Behavior management—A–B–C analysis

VI. Hersey-Blanchard’s situational leadership model

VII. Senge’s systems thinking

Options:

A.

II, IV, VII

B.

I, II, V, VI

C.

I, III

D.

IV, VII

Question 22

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

I. Fulfillment of an unconditional guarantee

II. Replacement of failed product under warranty

III. A product recall that is needed to safeguard product users

IV. Analysis of problems leads to process improvement

Options:

A.

II, III, and IV only

B.

III and IV only

C.

I, II, and III only

D.

I, II, III, and IV

Question 23

Assessing and identifying exposure to risks should:

I. 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.

Options:

A.

I, III, IV only

B.

I, III only

C.

I, II, III, and IV

D.

I only

Question 24

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

Options:

A.

To ensure the strategic and operational plans clearly indicate the priorities and strategies for the organization

B.

To communicate, communicate, and communicate!

C.

To ensure that authority levels are clearly spelled out for typical situations

D.

To have employees go outside the organizational walls

Question 25

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

Options:

A.

High task; low relationship

B.

High task; High relationship

C.

High relationship; Low task

D.

Low relationship; Low task

Question 26

You have been meeting every day for four days with the purchasing manager, trying to decide the relative responsibilities of the quality and purchasing departments for dealing with supplier problems. Which of the following would likely be least effective at helping reach agreement?

Options:

A.

Meet in a conference room rather than one of your offices.

B.

Wait several days before meeting again.

C.

Write a procedure outlining how you believe the process should work.

D.

Spend more time listening than talking, in order to understand the purchasing manager ’s viewpoint.

Demo: 26 questions
Total 175 questions