Question 1

When the human resources (HR) department provides training throughout the organization, which of the following would be considered an internal customer?

Options :

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

Answer: C

Question 2

What type of analysis is used to compare the current skill levels of a target group to the desired skill levels?

Options :

A : SWOT analysis

B : Trade-off analysis

C : Needs analysis

D : Cost-benefit analysis

Answer: C

Question 3

Categorizing the cost of quality into failure costs, appraisal costs, and prevention costs is essential to be able to:

Options :

A : Reduce the total cost of quality to as near zero as possible.

B : Allocate efforts to effectively balance reduction of failures with detection of failures, as well as preventing failures.

C : Substantially increase appraisal costs to detect failures before shipment.

D : Virtually eliminate appraisal costs by adding to prevention efforts.

Answer: A

Question 4

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

Answer: A

Question 5

A way to ensure a near 100 percent response rate for a survey is to conduct the survey with the group targeted for study at a time and place when everyone in the group is present and everyone is required to complete the survey. There may still be problems possible with this approach that could cause poor decisions to be made from false data, such as:

I: Some persons may refuse to take the survey or they may intentionally corrupt their answers if they resent the method used.

II: Some persons may find that the pressure of having to complete the survey without lagging behind most of the group may distort or inhibit clear thinking, and prevent a well-thought-through response.

III: In their haste to get it over with, some respondents, without thought, may just randomly answer the questions.

IV: Even though response documents may not show respondent identification, some respondents may feel they have to furnish the answers they think management wants to see.

Options :

A : IV only

B : II and III only

C : I only

D : I, II, III, and IV

Answer: D

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