Question 1

Which of the following is the first step in improving an existing process?

Options :

A : Benchmarking similar processes

B : Calculating the Cpk of the process

C : Flowcharting the existing process

D : Envisioning the future process

Answer: C

Question 2

A company has been very reactive in dealing with quality since it was started 19 years ago and management wants to develop a more proactive organization. Which of the following actions by top management would be most useful at the beginning of the process of change?

Options :

A : Change the reward system.

B : Create a new position with the title “preventive action coordinator.”

C : Reorganize into “small business units” that have a line of sight for quality problems.

D : Define, communicate, and demonstrate proactive quality behaviors.

Answer: D

Question 3

Which of the following should be accomplished first when implementing customer relationship management initiatives?

Options :

A : Target key customers for relationship management.

B : Appoint a manager to supervise the customer service representative.

C : Assign a relationship manager to each key customer.

D : Develop customer relationship management plans.

Answer: A

Question 4

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

Question 5

Total productive maintenance (TPM) is best described as a method:

Options :

A : that includes prevention, improvement of productivity, and involves experts and operators

B : similar to preventive maintenance and is relegated to the maintenance department

C : used to translate user demands into design quality

D : that displays a project’s key activities and duration

Answer: B

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