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Appendix - B
in order to obtain a comprehensive idea of the ability of the auditee to consistently ensure purchased
product meets specification requirements, it is important for the auditor to
A. Detect mistakes in the written methods for quality control
B. Ensure there is quality program in place and supported by top management
C. Verify all areas in the plant are correctly identified and maintenance responsibilities are assigned
D. Verify that the operating procedures used by the suppliers are documented as required
before conducting 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?
A. Random
B. Statistical
C. Stratified
D. Census
which of the following actions by a customer will support long-term relations with a supplier?
A. Focusing on developing clear purchase orders and contract provisions
B. Training purchasing staff to facilitate communications between suppliers and end-users
C. Creating opportunities for the supplier’s quality engineers to meet with the purchasing staff
D. Scheduling regular meetings with the supplier to discuss plans and problem-solving options
organization X installs new data mining software which enables identification of the vital few strategic
objectives that should be undertaken within the next ten to twenty-five years. What quality tool can be
used to analyze this data?
A. Ishikawa diagram
B. Scatter diagram
C. Qualitative analysis
D. Pareto analysis
the first step in defining the requirements for any product or service is to
A. Conduct a cost-benefit analysis

B. Define who will use it
C. Benchmark the completion
D. Form a cross-functional team
The security section at a manufacturing plant asked for management support in forming in-house
medical and fire response teams. Management agreed and teams were formed with representatives
from all departments. The type of team being used in this situation is an example of a
A. Cross-functional team
B. Self-managed workgroup
C. Project management team
D. Process improvement team
Which of the following is the first step in managing risk for a project?
A. Determine the probability of risk events occurring
B. Calculate the acceptable level of uncertainty for the project
C. Identify where potential risks exist or might occur
D. Develop detailed predictive methods to reduce the impact of the risk
When implementing a supplier improvement program, the quality manager’s first step should be to
A. Analyze the cost components of the supplier’s product
B. Identify chronic problems and create a Pareto analysis to focus on key problems
C. Identify which components constitute the largest volume and, therefore, the greatest
opportunity for improvement
D. Schedule supplier site visits to analyze processes and assist with process control issues
A control chart can be described as a
A. Run chart with control limits
B. Chart showing in-control processes only
C. Histogram
D. Pareto chart

Appendix - B
If customers are consistently unhappy with the services provided by a department, which of the
following actions is te most effective way of identifying the source of the problem?
A. Training the department’s front-line employees in customer service techniques
B. Performing a root cause analysis
C. Hiring customer-driven employees
D. Asking customers to complete satisfaction surveys
Which of the following techniques will help a speaker communicate most successfully when making a
presentation to a group of 15 to 25 people?
A. Using audio-visual aids throughout the presentation
B. Using an ice-breaker at the beginning of the presentation
C. Distributing detailed documents as supporting material
D. Understanding the auditee’s needs
which of the following elements must be known in order for a team to conduct a process capability
study?
A. The standard deviation of the mean
B. The specification limits
C. The cause of the variation
D. The optimal control limits
Which of the following behaviors is commonly seen during the storming stage of team development?
A. Attempts to determine acceptable behavior and how to deal with the problems
B. Attempts to define the process and decide how it will be accomplished
C. Increased tension and conflict among team members
D. Complaints about the organization and existing barriers to the task
The definition and communication of the quality vision, mission, and goals of a company is the primary
responsibility of the
A. Individual quality manager
B. Quality process teams

C. Quality assurance organization as a whole
D. Senior management team
Three middle managers from a company attended a seminar and discussed how the techniques they
learned could be incorporated to their processes to give them a competitive advantage. They met with
top management, who agreed that the information should be shared with production supervisors and
distributed to all employees. A month later, a follow-up assessment revealed that almost no one was
using the new techniques, and a majority of the employees surveyed said they felt threatened by the
change the techniques would require.
The fact that people feel threatened by the change indicates that
A. The deployment was poorly executed
B. Management should redeploy the change when employees are better prepared for it
C. More employees should have attended the seminar
D. Employees who did not attend the seminar feel left out
which of the following approaches should be used to ensure that a training program will help solve a
particular problem?
A. Use certified trainers
B. Avoid lectures as a training method
C. Conduct a needs analysis
D. Standardize the training material
Company XYZ has a 30-year history in manufacturing with many long-term employees preparing to
retire. Which of the following is being lost from the company?
A. Tacit knowledge
B. Explicit knowledge
C. Meta-knowledge
D. Information
A system that is designed to ensure that procedures are current, properly authorized, and accessible is
known as document

Appendix - B
A. Imaging
B. Control
C. Cross-linking
D. Audit
which of the following formulas is used to calculate takt time?
A. Total production time divided by the quantity demanded by the customer in that time
B. Quantity demanded by the customer in a period of time divided available production time
C. Quantity demanded by the customer in a period of time divided by total production time
D. Available production time divided by the quantity demanded by the customer in that time
which of the following metrics can be used to measure the internal performance of various departments
at the operational level?
A. Inventory turns
B. Earned value
C. Return on investment
D. Throughput
a new process improvement team has been working together once a week for three weeks on a
department-level satisfaction issue. The first two weeks went fairly smoothly, with initial operation and
team training. The members stayed in task as the team progressed toward identifying the steps in the
current process. In the third week, as the team began to do a value-added analysis of the steps, the
members experienced a high degree of conflict. The leader, who is also the team facilitator, lost control
of the group and went to the quality manager for advice. This is the team leader’s first team project.
In response to the team leaders request for help, the quality manager should explain the current level of
conflict in which of the following ways?
A. Conflict is a sign that the team membership needs to be changed
B. Conflict is a normal stage of group development
C. The quality manager should have been part of the team from the beginning
D. The process chosen to study was too complex
one of the unique challenges to leading a virtual team is

A. Selecting team members
B. Identifying a clear communication method
C. Determining the location of the meetings
D. Keeping an action item log
if a company wants to optimize its overall supply chain, which of the following startegies will have the
most lasting impact?
A. Focusing on priority actions
B. Training purchasing agents in negotiation techniques
C. Improving audit results for problem suppliers
D. Sharing information internally and with all suppliers
which of the following methods of gathering customer survey data will help a company identify where
to focus its improvement efforts?
A. Asking questions that are linked to specific business processes
B. Conducting the survey on a person to person basis
C. Measuring the respondents general level of satisfaction with the company
D. Using segmentation to identify specific customer groups
The logistics component of a supply chain management system should be used to
A. Monitor the cost of transporting goods between suppliers and the customer
B. Monitor product delivery times in just-in-time (JIT) systems
C. Reduce the cost of handling, inventorying, and transporting products
D. Reduce the cost of receiving product from supplier
Constructive methods to address resistance to change include
A. Providing opportunities for participation
B. Avoiding talking about the change
C. Providing incentives and awards
D. Allowing people to be complacent

Appendix - B
In a quality-focused organization, which of the following task should be completed by line managers?
A. Formulating quality policy
B. Establishing quality goals
C. Establishing the recognition policy
D. Solving specific problems
Three middle managers from a company attended a seminar and discussed how the techniques they
learned could be incorporated to their processes to give them a competitive advantage. They met with
top management, who agreed that the information should be shared with production supervisors and
distributed to all employees. A month later, a follow-up assessment revealed that almost no one was
using the new techniques, and a majority of the employees surveyed said they felt threatened by the
change the techniques would require.
What should the company have done to ensure a more successful level of acceptance and use of the
technique?
A. Top managers should have presented the change as their own idea rather than from a seminar
B. Middle managers should have presented slides or other handouts from the seminar
C. Formal training should have been provided to all employees before deploying the technique
D. Employees should have been advised of how the change would benefit them
A company is establishing customer contact requirements to provide measurable performance levels for
all front-line employees who interact directly with customers. To make these requirements effective, the
company must also take which of the following actions?
A. Assign each senior manager a customer representative to work with as a teammate
B. Ask customers to define the type and level of service they expect to receive
C. Create a cross-functional team to analyze the relationship between internal and external
customers
D. Evaluate the customer satisfaction levels of major competitors
An audit training program is most effective when it
A. Is presented at the workplace rather than off-site
B. Is designed and conducted by area managers

C. Uses a combination of lecture and self-test methods
D. Takes into account the trainees learning styles
which of the following actions would be a violation of the ASQ code of ethics?
A. Giving credit to all present or previous employers when disclosing information about quality
processes
B. Accepting a monetary reward as a member of a successful process improvement team
C. Indicating any potential consequences of ignoring a quality professional’s judgement
D. Accepting compensation from two different parties for the same service, without their consent
Which of the following actions by a quality manager will result in improvements in an organizations
understanding of quality?
A. Asking the company president to introduce organization-wide quality improvement programs
B. Collaborating with quality managers from other organizations to identify best practices
C. Meeting with staff from various departments to align quality policies with organizational goals
D. Making a presentation to senior management on the value of process audits
A cross functional project team has been developed with members in different geographic locations.
This is known as which of the following types of teams?
A. Virtual
B. Cellular
C. Special project
D. Ad hoc
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
A. Individual financial rewards
B. Group-based financial rewards
C. Internal continuous improvement system
D. Employee satisfaction programs

Appendix - B
A company should develop or expand its quality policy in order to
A. Document demands on its suppliers
B. Describe its fundamental quality beliefs
C. Increase the output of its employees
D. Improve the cycle time of its products
Which of the following planning tools is used to define problems by organizing concepts or ideas in
relationship to each other?
A. A tree diagram
B. A process decision program chart (PDPC)
C. An arrow diagram
D. An affinity diagram
Which of the following characteristics is descriptive of a customer-supplier partnership?
A. The supplier is viewed as a resource for gaining a competitive edge
B. Product problems are resolved through the customer’s material review board
C. The supplier determines requirements for product design
D. The cost of goods and services is the primary basis of the relationship
A quality performance index (QPI) rates supplier performance based on
A. Total costs of the supplier’s parts
B. Rework, and corrective action reports
C. On-time deliveries and purchase order requirements
D. Defect rates and on-time deliveries
The main benefit of employing a job rotation scheme is
A. Simplification of jobs
B. Specialization of labor
C. Decreased fatigue
D. Enhancement of skills

Performance appraisals and coaching techniques are most effective when they are combined to
A. Lead employees to higher levels of performance
B. Rank the workforce for pay increases or promotions
C. Evaluate the performance of individuals on a team
D. Discipline at-risk employees
Process improvement teams should receive training in which of the following topics?
A. Complaint resolution
B. Safety-related requirements
C. Problem-solving
D. Conflict management
Which of the following sets of factors is most important for establishing a supply base that delivers a
competitive advantage?
A. Quality, cost, and delivery
B. Quality, price, and capacity
C. Quantity, cost and availability
D. Quantity, price and delivery
After corrective action has been taken on a process problem, which of the following steps should be
taken to assess the impact of that corrective action?
A. Discuss the process changes with appropriate management representatives
B. Submit a corrective action response to the auditor who detected the process problem
C. Survey affected customers to ensure that the process problem has been solved
D. Measure the performance of the new process
A quality manager has decided to implement training and must establish training goals. Which of the
following training topics should employees be expected to apply?
A. Root cause analysis, process mapping, and 5S

Appendix - B
B. Critical path, work breakdown structure, and overall equipment efficiency
C. Quality function deployment, SWOT, and matrix diagrams
D. Process decision program charts, activity network diagrams, and affinity diagrams
The quality manager for ACME Company has been asked by Sloan Tools, a neighboring company, to
provide Sloan employees with the same SPC training that ACME developed and uses for its employees.
Sloan operates in a different industry from ACME but believes that its employees can benefit from the
SPC training. In this situation, the ACME quality manager should take which of the following actions?
A. Discuss the offer with ACME management, since the training was developed by ACME
B. Turn down the offer to avoid any actual or perceived conflict of interest
C. Accept the offer as an opportunity to gain knowledge that will ultimately benefit ACME
D. Accept the offer, since Sloan is not a competitor
Which of the following content areas should be stressed during quality facilitator training?
A. Design theory
B. Performance management data
C. Report writing
D. Continuous improvement tools
In a large improvement project, which of the following stakeholders is responsible for defining the
project, determining the resources necessary, and reviewing the project’s progress?
A. The sponsor
B. The team
C. The facilitatorgator through the process of isolating the facts surrounding an event or failure.
The first step in this process is to obtain a clear def
D. The quality council
Simulation training is becoming a more common tool in the workplace because
A. Team members need more individualized training
B. Workforces need more interactive learning
C. Trainees prefer more interactive learning

D. Classroom training is becoming too expensive
How many constraints could there be in a system at given time?
A. Zero
B. One
C. Two
D. Three
One method to monitor performance 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?
A. Mission, vision, values, business strategy
B. Human resources, information system, production, supplier
C. Financial targets, customer goals, competitor strengths, supplier performance
D. Financial targets, customer goals, internal activities, learning and growth of organization
Rank order, from first to last, the following steps that an organization should take to establish a sound
professional development program.
1. Plan
2. Develop
3. Review
4. Assess needs
5. Improve
A. 1, 2, 3, 4, 5
B. 1, 2, 4, 5, 3
C. 4, 1, 2, 3, 5
D. 4, 2, 1, 5, 3
A certified Manager of Quality / Organizational Excellence (CMQ/OE) is attending a supplier recognition
program in another country. The supplier wants to give the CMQ/OE a small token of appreciation that

Appendix - B
is symbolic of their country, however, their corporate policy discourages the accepting of gifts. The
CMQ/OE’s best response would be to
A. Refuse the gift, reminding the supplier that gift-giving is not part of the contractual relationship
B. Refuse the gift and explain the corporate policy on accepting gifts
C. Accept the gift but report it to their corporate compliance officer
D. Accept the gift since the gift has little monetary significance
When analyzing training needs for a job, what are key items to consider?
A. Current and goal performance
B. Number of people to be trained
C. Results of previous training
D. Time allotted to train employees
Supplier certification should be based on an assessment of the suppliers
A. Manufacturing methods
B. Inspection effectiveness
C. Process capability
D. Field failure resolution process
After conducting a kaizen event for cycle time reduction, which of the following should be true?
A. Cycle time <= takt time
B. Cycle time>=takt time
C. Cycle time<=lead timegator through the process of isolating the facts surrounding an event or
failure. The first step in this process is to obtain a clear def
D. Cycle time>=available time
Root cause analysis often fail at the testing phase because they fail to
A. Distinguish between apparent and true root causes

B. Distinguish multiple problems from one another
C. Obtain statistical validitygator through the process of isolating the facts surrounding an event or
failure. The first step in this process is to obtain a clear def
D. Reward rapid-problem solving
Which of the following elements is an essential feature of a “pull” production system?
A. Work in progress (WIP)
B. Manufacturing resource planning
C. Kanban
D. Poka-yoke
The Taguchi loss function is most affected by a products deviation from
A. target value
B. upper specification limit
C. lower specification limit
D. standard cost
A company’s training needs analysis shows that the only people in the organization who have been
trained in quality function deployment (QFD) are the quality staff members. The quality manager should
do which of the following to address the problem?
A. Ask the training manager to set up multiple QFD courses for open enrollment
B. Schedule introductory QFD training for the next senior management meeting
C. Schedule mandatory QFD training for everyone in the company
D. Hire an outside consultant to introduce QFD at a companywide meeting
which of the following questions should a company ask before adopting a new technology?
A. “will it solve our existing problems or only create new ones?”
B. “will it eliminate our need for updating support systems?”
C. “will it reduce our research and development costs?”
D. “will it remove our communication barriers?”

Appendix - B
which of the following is an example of the PDCA cycle?
A. Develop agenda, conduct meeting, review discussions, implement actions
B. Plan meeting, develop agenda, conduct meeting, implement actions
C. Plan meeting, conduct meeting, record minutes, prepare for next meeting
D. Develop agenda, set time and place of meeting, conduct meeting, review actions
Members of a strategic quality management council have which of the following responsibilities?
A. Acting as a review board for procedure changes
B. Participating in policy formation
C. Evaluating customer complaint data
D. Developing training objectives
According to Deming, which of the following actions is necessary to invoke change witin an
organization?
A. Rewarding good behavior
B. Allowing for indiwhich of the followingvidual responsibility
C. Punishing bad behavior
D. Having everybody put forth their best efforts
The first step senior management should take before introducing organization-wide quality initiatives is
to
A. Give the frontline workers increased authority
B. Create a meaningful reward system
C. Communicate the need for change
D. Provide resources for training
Which of the following methods for obtaining customer satisfaction is considered reactive?
A. Customer interviews
B. 800 number/customer hot line

C. Focus groups
D. Mystery shoppers
Which of the following methods will help ensure that employee suggestions and opinions are
communicated to management?
A. Suggestion boxes placed in the lunchroom
B. Periodic formal meetings held by the president with all employees to review company
performance
C. Training in communication techniques for all employees
D. Cross-functional improvement teams with formal communication pathways to management
A focus group can best be used as a means to
A. Implement unusual product designs
B. Delineate supplier qualifications
C. Determine process capabilities
D. Discover unstated customer desires
Which of the following sets of elements describes the key phases of a ship-to-stock (STS) system?
A. Candidacy, qualification, maintenance
B. Quality, cost, delivery
C. Forecasting, scheduling, inventory
D. Value streams, added value, waste
A quality manager has determined that statistical process control (SPC) would significantly aid in the
evaluation of the company’s processes. The quality manager presents this finding to upper
management, which approves the idea and agrees to budget training for all appropriate employees. In
this situation, which of the following actions should the quality manager take first?
A. Plan the implementation of the pilot SPC training
B. Train frontline employees in SPC basics
C. Collect data to identify cost savings that SPC will earn
D. Ask senior management to lead the training

Appendix - B
Quality managers use a variety of techniques to motivate their teams. One motivational theory is
A. Negotiation theory
B. Expectancy theory
C. Theory of change
D. Conflict resolution
Which of the following tools should be used to identify the positive and negative aspects of a desired
change?
A. Quality function deployment
B. Forced field analysis
C. Success tree analysis
D. Root cause analysis
To monitor performance, an organization should develop measurements and indicators that
A. Provide the basis for making decisions
B. Provide a return on quality
C. Use a standardized costing system
D. Use an activity based costing system
When managers and employees share in the decision-making process, which of the following elements
must be part of the process?
A. The freedom of unilaterally redefine the output needed for a job
B. The freedom to define the company’s objectives
C. The parameters and constraints of the decision
D. The flexibility of the decision-making rules
When Cp and Cpk values of a process are equal, the process average will be
A. Equal to target
B. Equal to the midpoint of the specification

C. Not equal to target
D. Not equal to the midpoint of the specification
Team building activities should be implemented immediately after the exam
A. Emerges from the forming stage
B. Members have been selected
C. Member conflicts start to surface
D. Training is completed
Which of the following is an example of one-on-one instruction?
A. Self-directed
B. Classroom
C. On-the-job
D. Facilitation
The primary difference between a leader and a manager is that a leader is responsible for
A. Deploying corporate goals throughout the organization
B. Creating and communicating the company’s vision
C. Defining annual goals for product yields
D. Implementing company improvement initiatives
In order to acquire state funding, a nonprofit agency must conform to designated quality standards. The
director has chosen the Baldrige criteria as a guideline to develop a new quality system. Traditionally,
the agency has been loosely structured with little documentation or internal accountability. To avoid
roadblocks, which of the following approaches would be best for getting the system started?
A. Bringing in a consultant to design and implement the system
B. Adjusting the Baldrige criteria to fit the agency culture
C. Using a cross-functional design team to develop the system
D. Reassuring the agency staff that their workloads will not increase

Appendix - B
what type of organizational structure supports operational, project-based decision-making while
retaining independent functional management?
A. Hierarchical
B. Functional
C. Inverted pyramid
D. Matrix
Which of the following would be the focus of a competitive analysis?
A. Business practices that seem to work effectively
B. Strategies and market position
C. Market requirements and customer needs
D. Industry segments and customer groups
For larger projects, documenting who is responsible for each task and their level of responsibility for
that task is communicated by
A. A revision and approval process
B. A distribution list
C. A linear responsibility matrix
D. An identification coding system
A CEO has announced his new vision in automation, integration, and technology. They explain how these
elements 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. As
corporate IT Director, how could you manage your organizations performance and risks based on this
new mandatory information system?
A. Form a risk management perspective, design a plan B in case the new system does not work to
keep the business performing
B. Ensure integration, vertical, and horizontal alignment are in the strategic planning. Perform a
risk management assessment on the new information system
C. Create a project timeline to train all the teams across your region to guarantee the appropriate
transition to the new information system
D. Make sure you have all the resources available to manage data information, potential misuse,
risk assessment, and firewalls

The first step a customer should take when developing a supply chain should be establish
A. The specific ISO certification that its approved suppliers will need
B. A supplier rating system
C. Requirements and specifications for products and services
D. Documented procedures for incoming inspection
Which of the following are considered key processes in managing quality?
A. Process capability, rework costs, and customer satisfaction
B. Root cause analysis, corrective action, and preventive action
C. Quality control, planning, and improvement
D. Internal, external, and product audits
To reduce the potential for liability on a safety-related product component, management should focus
on which of the following factors?
A. Process control procedures
B. Corrective action program
C. Product design
D. Process validation
What type of financial measure can be used to compare the value of quality improvement projects with
that of other company investments?
A. Return on investment
B. Internal reject rates
C. Customer satisfaction results
D. Cost of quality
Using the FMEA methodology, potential failure effect with a severity ranking of 7, an Occurrence of 4,
and a Detection of 8 will have a risk priority number of?
A. 19
B. 74.7

Appendix - B
C. 112
D. 224
An organization has hired a quality consultant to help with its strategic planning process. If the company
does not have a defined mission and vision, the consultant’s first step should be to
A. Survey the organization’s customers to identify their needs
B. Develop a charter for a cross-functional team to define the company’s mission and vision
C. Define the mission and vision clearly and have management communicate these definitions to
all employees
D. Work with management to develop mission and vison statements
the first step toward implementing a quality policy is to develop
A. A strategic plan
B. A documentation method
C. An improvement goal
D. A control system
which of the following statements best describes a project manager’s primary responsibility?
A. Providing reports and information about the project on a weekly basis
B. Presenting results and being accountable for the success or failure of the project
C. Preventing any negative influence of the project from disrupting the rest of the organization
D. Preventing any interpersonal problem from occurring during the project
Employee empowerment is characteristic of a company that applies which of the following management
styles?
A. Hierarchical
B. Matrix
C. Autocratic
D. Participative

In order to communicate effectively, managers must understand which of the following aspects of their
audience?
A. The audience culture may be different from their own
B. The audience’s culture is separate and subordinate to the corporate culture
C. The audience is responsible for being engaged in the communication exchange
D. An audience of workers will receive the information more willingly than an audience of
managers
When a quality manager develops a long-term strategy for quality within an organization, which of the
following is the first step?
A. Establishing benchmarks
B. Developing the quality mission statement
C. Interviewing lineWhat type of financial measure can be used to compare the value of quality
improvement projects with that of other company investments?
D. Return on investment
E. Internal reject rates
F. Customer satisfaction results
G. Cost of quality
H.
I. Using the FMEA methodology, potential failure effect with a severity ranking of 7, an Occurrence
of 4, and a Detection of 8 will have a risk priority number of?
J. 19
K. 74.7
L. 112
M. 224
N.
O. An organization has hired a quality consultant to help with its strategic planning process. If the
company does not have a defined mission and vision, the consultant’s first step should be to
P. Survey the organization’s customers to identify their needs
Q. Develop a charter for a cross-functional team to define the company’s mission and vision
R. Define the mission and vision clearly and have management communicate these definitions to
all employees

Appendix - B
S. Work with management to develop mission and vison statements
T.
U. the first step toward implementing a quality policy is to develop
V. A strategic plan
W. A documentation method
X. An improvement goal
Y. A control system
Z.
AA. which of the following statements best describes a project manager’s primary responsibility?
BB. Providing reports and information about the project on a weekly basis
CC. Presenting results and being accountable for the success or failure of the project
DD. Preventing any negative influence of the project from disrupting the rest of the organization
EE. Preventing any interpersonal problem from occurring during the project
FF.
GG. Employee empowerment is characteristic of a company that applies which of the following
management styles?
HH. Hierarchical
II. Matrix
JJ. Autocratic
KK. Participative
LL.
MM. In order to communicate effectively, managers must understand which of the following
aspects of their audience?
NN.The audience culture may be different from their own
OO.The audience’s culture is separate and subordinate to the corporate culture
PP. The audience is responsible for being engaged in the communication exchange personnel
QQ.Assigning staff to assist in the effort
which of the following tools should be used to determine whether a process is exhibiting a trend?
A. Run chart

B. Scatter plot
C. Histogram
D. Probability plot
If a supplier audit reveals that the supplier’s quality system has several serious deficiencies, the
customer’s quality manager should take which of the following actions first?
A. Ask the supplier for a corrective action responsive
B. Schedule a follow-up audit
C. Advise purchasing to find a different source for the supplier’s products
D. Notify senior management of any problems found with this supplier’s products
A team is gathering data on the effectiveness of an experimental trial is at what step in the PDSA cycle?
A. Plan
B. Do
C. Study
D. Act
Which of the following methods will help an organization mold its future and achieve its goals, despite
unforeseeable external forces?
A. Matrix management
B. Tactical deployment
C. Quality planning
D. Strategic planning
Which of the following describes a Likert-type response format?
A. Multiple-choice responses
B. True-false choices
C. A scale of 1 to 5
D. A checklist

Appendix - B
A senior executive invites employees to become members of a team that will help make decisions about
which actions to take before implementing the action selected by the executive. What kind of leadership
style is executive using?
A. Nondirective
B. Consultative
C. Results-based
D. Open-door
A company’s vision and mission statements should be used to generate its
A. Strategic plans
B. Process improvements
C. Quality objectives
D. Tactical objectives
On a balance sheet, which of the following elements should be classified as “assets”?
A. All equipment and the earning value of all employees
B. Any resources that have a monetary value
C. Only the resources that are used to produce saleable goods
D. Only the facilities and the physical equipment contained in those buildings
Which of the following describes a strategic view of the purchasing process in regards to the length of
relationships with suppliers?
A. Short term relationships can provide flexibility to the purchasing organization
B. Short term relationships with suppliers for commodities and long term with other suppliers
C. Long term relationships build trust and confidence between suppliers and customers
D. The length of the relationship is not part of the strategic view of the purchasing process
design for six sigma most commonly uses which of the following tools?
A. 5 whys

B. Root cause analysis
C. Process decision program chart
D. DOE
In order to manage the needs of multiple customers, the management group should first
A. Develop custom tailored, independent systems to meet the needs of each customer
B. Develop and perform a needs assessment for each customer
C. Develop standardize processes that will treat all customers the same
D. Develop cost effective processes that meet the needs for the majority of the customers
According to Deming, management by fear most often results from managers who are driven by
A. Numbers
B. Facts
C. Improvement objectives
D. Market changes
The audit team that will be most effective in performing an internal department audit is one that
A. Has no representatives from the department to be audited
B. Has at least two representatives from the department to be audited
C. Includes a group managers of the department to be audited
D. Includes the vice president who has authority over the department to be audited
For a company’s mission, vision, and value statements to become integral to the organization, which of
the following actions should management take?
A. Distribute copies of these principles to all employees annually
B. Ensure that these principles are included in all communications with external organizations
C. Identify and reward behaviors that are consistent with these principles throughout the company
D. Conduct annual reward ceremonies to recognize all departments that support these principles

Appendix - B
rank order, from first to 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. 1, 3, 2, 4
B. 1, 3, 4, 2
C. 3, 1, 4, 2
D. 3, 2, 1, 4
Regulatory standards are derived from which of the following resources?
A. Contracts
B. Legislation
C. Consumer groups
D. ISO 9001
Which of the following processes will you use for creative decision making?
A. Pareto chart
B. Brainstorming
C. Process decision program chart
D. Root cause analysis
The XYZ company is a profitable organization that has captured a large market share, but senior
management anticipates shifts in the market over the next three years, with the potential for increased
competition and reduced profits for XYZ. Management has created a task force to identify how to
prepare for these types of changes. Which of the following steps should the task force take first?
A. Conduct a process capability study
B. Implement process improvements necessary to counter the future conditions
C. Develop a plan for change management and leadership
D. Determine what kind of change is needed

A quality department should use which of the following documents when developing its goals and
objectives?
A. Technical requirements of the product or service offered
B. Directives from senior management
C. The corporate strategic plan
D. The corporate mission statement
Which of the following statements indicates that a company sees customer complaints as a positive
source of information that can help the company achieve its objectives?
A. “By resolving customer complaints as soon as possible, our external failure rate will decrease.”
B. “Analyzing customer complaints will help us better understand our customer requirements.”
C. “Only specially trained customer service representatives will be allowed to respond directly to
customers who have complaints.”
D. “Tracking and classifying customer complaints will help us better understand our overall cost of
quality.”
one of the best ways to identify what Juran calls the “Vital few” customers is through
A. A customer satisfaction survey
B. A Pareto analysis
C. Statistical process control (SPC)
D. Sales analysis
In customer satisfaction questionnaires, a Likert scale has an advantage over other answer formats in
that the Likert scale will
A. Make the questions more concise
B. Make the questions easier to answer
C. Allow the customer to express degrees of satisfaction
D. Allow the customer to specify simple yes-no answers
which of the following conditions can cause a well-developed strategic quality plan to fail?
A. Using a small planning team

Appendix - B
B. Inviting frontline workers to help develop the plan
C. Lacking the will to implement the plan
D. Lacking the availability to measure the results directly
When an organization is developing a supplier certification process, what type of suppliers should be
examined first?
A. Long-term suppliers with good product quality
B. Long-term suppliers with quality product problems
C. New suppliers
D. Suppliers that provide non-critical parts
The measure of customer satisfaction, an organization should quantify which of the following elements?
A. The capability of any processes that are used by the customer
B. The potential inaccuracy of any data gathered during the study
C. Its customer’s requirements
D. Its supplier’s ability to meet requirements
What is the best method to establish customer requirements with multiple customers on a complicated
product?
A. Design for Manufacturing (DFM)
B. Quality Function Deployment(QFD)
C. Design of Experiment (DOE)
D. Statistical Process Control (SPC)
When managing virtual teams across virtual offices, a quality manager will often question the traditional
A. Paradigm of workday and workplace
B. Paradigm of quality management
C. Structure of a business organization
D. Concept of training needs

In QFD, voice of customer refers to
A. When the customer needs things
B. How to meet the customer needs
C. Where to listen to the customer needs
D. What the customer needs are
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
A. 2, 4, 3, 1
B. 2, 1, 3, 4
C. 4, 2, 1, 3
D. 4, 1, 2, 3
A short-range trend analysis is most beneficial when it is used to
A. Monitor an overall process
B. Monitor progress toward tactical goals
C. Compare present cost levels to past cost levels
D. Identify the contribution of individual failure-cost elements
In the theory of constraints, which of the following actions will help improve process?
A. Forming a cross-functional team
B. Identifying the core problem
C. Separating the problem process from everything else
D. Making changes to each link in the process chain

Appendix - B
A customer’s supplier performance system requires suppliers to develop an improvement plan if they
submit shipments containing multiple nonconformance’s. which of the following elements should the
customer require as part of those improvement plan?
A. Root cause analysis
B. Independent confirmation of the nonconformance
C. Process audits at the supplier’s facility
D. Tightened incoming inspections
First Community Bank holding company executive management has initiated an environmental scan to
determine the strategy to respond to new regulatory standards. Management has observerd 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?
A. Reputation in the market place
B. New regulatory standards
C. Compensation above industry standards
D. Financial strength of the institution
Which of the following factors would reduce the effectiveness of a training session on quality basics?
A. Presenting the training in simplistic language
B. Ensuring that all participants are at a similar level
C. Determining the value of the training before providing it
D. Providing theoretical rather than practical uses for the training
In order for a supplier certification program to be successful for all properties, the first step in the
process should be to
A. Perform an audit of the supplier’s quality system to identify potential problems
B. Educate management and the supplier about what is required to complete the certification
process
C. Identify key players for the certification team and define their roles and responsibilities

D. Identify opportunities for expediting the certification process by reviewing historical inspection
data
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?
A. Obtain a liability waiver from the supplier
B. Ensure that the supplier uses a coding system for identifying and tracing all of its products
C. Establish a system to verify that the supplier can meet the specified control criteria
D. Implement an environmental safety system in the receiving area
A company’s long-term top priority should always be to
A. Establish repeatable processes
B. Retain top employees
C. Satisfy customers
D. Meet shareholder expectations
As commerce continues to increase with customers around the globe, what factors should be taken into
consideration in the design and use of satisfaction surveys?
A. Surveys used by other suppliers, third party ratings
B. International standards, industry specifications
C. Local consultants for survey design, local interviews
D. Translation capabilities, increased sample size to account for diversity
Typically, which of the following engineering functions is considered part of the quality function?
A. Reliability
B. Industrial
C. Environmental
D. Design
To improve a process, which of the following actions should be taken first?
A. Establish process controls

Appendix - B
B. Develop a process flowchart
C. Design an appropriate experiment
D. Use a control chart to monitor the current process
Which of the following elements is critical to teams being successful?
A. They start with corporate objectives
B. They agree on their mission or purpose
C. They establish weekly targets and plans
D. They establish long-range goals
A quality manager has been hired for a new facility that is not yet operational. In preparing the quality
function for the facility, which of the following steps should the manager take last?
A. Determine the number of quality staff required for the facility
B. Develop and classify a list quality characteristics that need to be measured in the facility
C. Develop a quality mission statement for the facility
D. Help senior management create vision statement for the facility
which of the following tools can be used to identify process variation?
A. Control charts
B. FMEA
C. Scatter diagram
D. Interrelationship diagraphs
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. Control chart
B. Radar chart
C. Process capability study
D. Prioritization matrix

In project management, the sequence of activities that represents the longest period to finish the
project is known as the
A. Slack time
B. Critical path
C. Optimistic time
D. Pessimistic time
empowerment is best described as the process of
A. Giving managers and supervisors the authority to make rule changes
B. Allowing individuals to improve their own processes
C. Creating teams to identify areas of the organization that need improvement
D. Meeting customer needs by restructuring the way the organization works
The money remaining after expenses are paid compared to the amount of money spent is referred to as
the
A. Return on net assets
B. Return on investment
C. Net income
D. General and administrative expenses
market driven quality is defined by a company’s
A. Stockholders
B. Employees
C. Customers
D. Management
When a customer calls to complain about a recent shipment, the person who receives the call should
take which of the following actions first?
A. Forward the complaint directly to the responsible department
B. Schedule a visit to the customer location

Appendix - B
C. Isolate any lots of product made on the same date
D. Verify the details of the complaint
When a team has both a leader and a facilitator, the role of the facilitator is to
A. Ensure that team objectives are met
B. Keep the discussion focused on the topic
C. Provide technical expertise
D. Implement the solution
Which of the following is used primarily to identify the occurrence of variation due to special causes in
process?
A. Brainstorming
B. A flow chart
C. SPC
D. A forced field analysis
on the job training is most effective when it is
A. Performed under the direction of the trainees’ supervisor
B. Perform under the guidance of an experienced line worker
C. Combined with more formal training programs
D. Self-directed
Which of the following steps must be taken to create a successful on-the-job training program?
A. Setting performance objectives
B. developing lesson plans
C. Identifying appropriate training facilities
D. Pre-testing the participants
The best way to create ownership in a major organizational change is to
A. Ask top management to prioritize the changes that need to be made

B. Identify and eliminate barriers to communication throughout the organization
C. Involve employees in planning for the change
D. Plan implement an employee suggestion system
A service company has decided to expand the current focus of its regional territory to all of North
America. This decision is an example of
A. A strategy
B. An action plan
C. A tactical analysis
D. SWOT analysis
If a company hires a training manager 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?
A. Survey the employees to determine what training they have already received
B. Present a list of training objectives to top management for approval
C. Identify training objectives that support elements of the company’s business plan
D. Evaluate the existing training staff in terms of experience and ability
Which of the following types of benchmarking is used to compare similar processes that are used in
different industries?
A. Internal
B. Financial
C. Functional
D. Generic
which of the following programs requires recipients to reveal their quality strategies publicly?
A. ISO 14001 Registration
B. ISO 9001 Registration
C. The Malcolm Baldrige award
D. The Deming Prize

Appendix - B
Customer value maps used in measuring customer satisfaction can best be defined as
A. The quantified results of interviews with random customers
B. The comparison of price and quality to identify customer-perceived value
C. In-depth suggestions about value from volunteer customer groups
D. Small-group determination of specific customer requirements
When a customer brings a defective product back to the supplier, the supplier’s first response should be
to
A. Check the product warranty
B. Fix the defect
C. Replace the product
D. Apologize for the inconvenience
Which of the following sets of elements represents the four levels of training evaluation?
A. Pre-training, end-of-training, post-training, on-the-job
B. Pre-hire, 6-months, 12 months, 30 months
C. Reaction, learning, behavior, results
D. Cognition, comprehension, competency, communication
Which of the following issues is one of Deming’s “seven deadly diseases”?
A. Lack of constancy of purpose
B. Emphasis on long-term profits
C. Mandating zero defects
D. Eliminating work standards
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. Identifying appropriate commodities from procurement
B. Analyzing the cost of procurement
C. Evaluating the replacement of existing suppliers

D. Determining the needs of the customer
Which of the following is an appropriate way to resolve conflict?
A. Find a convenient time and place to discuss the issue rationally
B. Use power and authority to realign the conflict to support the larger organization
C. Work together to find a mutually agreeable solution
D. Document the resolution in the personnel files of all parties involved in the conflict
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 because their
supervisor or manager told them to do it differently. in this situation, the first action the quality manager
should take is to
A. Discuss the matter with the quality council or senior management
B. Discuss the matter with mid-level managers
C. Initiate appropriate changes to the procedures being violated
D. Quantify and verify the survey findings
Which of the following tools will improve the efficiency of manual data collection in a production
process?
A. A check sheet
B. A run chart
C. A cause and effect diagram
D. A flow chart
A new process improvement team has been working together once a week for three weeks on a
department-level satisfaction issue. The first two weeks went fairly smoothly, with initial orientation and
team training. The members stayed on task as the team progressed toward identifying the steps in the
current process. In the third week, as the team began to do a value-added analysis of the steps, the
members experienced a high degree of conflict. The leader, who is also the team facilitator, lost control
of the group and went to the quality manager for advice. This is the team leader’s first team project.
It would be most important to have a person playing which of the following roles to deal with the team’s
condition in the third week?

Appendix - B
A. Spokesperson
B. Recorder
C. Mediator
D. Facilitator
Which of the following is a lean principle tool used to enhance workplace flow?
A. SIPOC
B. Poka-Yoke
C. Nominal group technique
D. Spaghetti diagram
the first step in quality planning should be to
A. Determine the cost of quality
B. Establish a quality department
C. Train all employees in quality concepts
D. Identify who uses the company’s products
When the HR department provides training throughout the organization, which of the following would
be considered an internal customer?
A. the personnel who enter training records into the training database
B. the managers and supervisors who conduct the training sessions
C. the managers who require training for their personnel
D. the suppliers who attend training on the company’s new planning system
The primary purpose of establishing a timetable for achieving strategic objectives is to
A. Allow area leaders to exercise their professional judgement regarding when to
implement the strategic plan
B. Ensure that the objectives are linked to departmental goals
C. Establish authority and accountability for each objective
D. Compare actual progress against expected progress

When a companywide professional development program is being planned, which of the following
factors should be considered first?
A. Areas of customer dissatisfaction
B. Organizational job descriptions
C. Resources available for education
D. Corporate mission and strategy
Which of the following tools is designed to track a project’s progress?
A. Program evaluation and review technique
B. Process decision program chart
C. Process mapping
D. Time series run chart
Organizational policy development should be designed to support
A. Customer requirements
B. The interests of shareholders
C. The corporate vision
D. Compliance with regulatory and legal requirements
A team that is in the norming stage of development will exhibit which of the following behaviors?
A. Satisfaction with the team’s progress
B. A sense of team cohesion and common spirit
C. Excitement, anticipation, and optimism
D. Defensiveness and competition
the primary reason that quality training fails is due to lack of
A. Oversight and review by the quality function

Appendix - B
B. Support and participation by line managers
C. Experienced trainers
D. Appropriate reference materials