Baldrige Award performance criteria

Q.
The Baldrige Award performance excellence criteria address which types of

performance?
I. Procedural compliance
II. Supplier-related
III. Customer related
IV. Financial and marketplace
A. I and IV only
B. III and IV only
C. II, III, and IV only
D. III only
Q.2
A department has been asked to name two employees who will become part of a
temporary team set up by an external customer to resolve a recurring problem. Which
of the following is the least important criterion for selecting the two representatives?
A. Strong interpersonal skills

B. Problem-solving skills
C. Negotiation skills
D. Knowledge of the customer’s product
Q.3
Which of the following is not a type of organizational structure?

A. Strategic
B. Process
C. Collateral
D. Matrix
Q.4
All but one of the following represents good communicating skills. Which one does not?
A. Body language and voice convey the same message.

B. Use open-ended and closed questions at appropriate times.
C. Since the brain works much faster than speaking, use the time while
another person is speaking to plan your next comment or question.
D. Use a paraphrasing technique to clarify your understanding of what was
said.
Q.5
In planning the strategy for improving supplier performance, which of the following
should be considered?
I. How the supplier will receive performance feedback
II. How effective is the supplier s corrective and preventive action system
III. Whether the supplier s quality management system is certified to an industry
pertinent standard
IV. How much of this organization’s resources will be needed to assist suppliers in
improving performance.
A. I, II, III, and IV

B. III and IV only
C. I and IV only
D. II, III, and IV only
Q.6
A stakeholder analysis would:
A. Determine the appropriate dividend amount to be distributed to

shareholders.
B. Assess the feasibility of a partnership with a key supplier.
C. Provide the basis to recommend the best strategy for dealing with
pressure from a competitor.
D. Delineate the outputs and outcomes needed by customers and regulatory
agencies affecting the business.
Q.7
For a bookseller that sells entirely through a Web site, managing the diversity of
customers would entail which of the following?
I. Adopting lean techniques to reduce cycle time
II. Continually developing new service features to take the place of services that have
become must-haves
III. Responding to the needs of a diverse customer base
IV. Understanding and working closely with multiple publishers
A. III only
B. II and III only
D. I, II, III, and IV
Q.8
Which of the following is true about the relationship between Cp and Cpk?
I. Cp = Cpk when the process is centered.
II. Cpk is always less than or equal to Cp.
III. Cp is always less than or equal to Cpk.
IV. There is no direct relationship between Cp and Cpk.
A. I only
B. IV only
C. I and II only
D. III and IV only
Q.9
Which of the following process improvement teams projects is likely to be regarded as

most successful where on-time deliverables are critical?
A. Deliverables were completed on time, but project incurred a one percent

cost overrun.
B. Project team worked well together and worked hard but lacked sufficient
resources to complete project on time and within budget.
C. Project required a reduction in scope in order to finish within planned time
and cost and avoid a late penalty.
D. Project completed deliverables a week late and incurred a cost overrun but
provided unplanned added value.
Q.10
All except one of the following is a technique used in assessing training needs. Which
one is not?
A. Critical incident analysis

B. Focus group
C. Task analysis
D. Performance problem analysis
Q.11
Quality function deployment looks at the relationship between all but which of the
following components?
A. Customer wants/needs
B. Company product/process characteristics
C. Competitor product performance
D. Customer service training requirements
Q.12
An external risk factor that might need to be considered when conducting project
planning is:
A. Lack of resources.
B. Regulatory requirements.
C. Organizational rules.
D. Technological capabilities.
Q.13
A modification of Lewins unfreezing-moving-refreezing model may provide support for

change. According to this model, there are the following ways to reduce change
resistance Except:
A. Understand the emotional impact of change

B. Understand the impact of change to intellectual property
C. Be consistent in responding to resistance
D. Be flexible, be patient and be supportive
Q.14
In selecting among different projects, the time value of money is considered for which
of the following reasons?
I. To perform a cost-benefitysis
II. To prioritize investments
III. To predict cash flow
IV. To reduce operating costs
A. I, II, and III only

B. I, II, III, and IV
C. III and IV only
D. I and II only
Q.15
A small chain of five retail stores has just completed its initial strategic planning and
wishes to determine the effectiveness of its plans for the first year. They should track
and measure:
A. Results from action plans.

B. Frequency of application of the quality policy.
C. Attainment of the strategic objectives.
D. Organization goals.
Q.16
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. The leadership
style where responsibility for decisions and implementation are turned over to the
employee is:
A. High task; low relationship

B. High task; High relationship
C. High relationship; Low task
D. Low relationship; Low task
Q.17
Which of the following are ways to promote quality and teamwork in organizations?
I. Reducing hierarchies
II. Creating steering committees
III. Recognizing internal customers
IV. Structuring the organization into teams
A. I and III only

B. II and IV only
C. I, II, and III only
Q.18
Mystery shopping is a term that applies to:
A. Use of random sampling to collect audit information.

B. Management by walking around (MBWA) for the retail industry.
C. Anonymous observation of customer service practices.
D. Verification of accuracy and reliability of sales data.
Q.19
Some of the issues that make leadership difficult to define include:
A. Leadership of an organization may be an appointed role

B. Leadership may be taken on at various times by different people who are
working together on a particular project
C. Deming described primary responsibility of a leader as transformation of
the organization
D. A, B, and C all are correct
Q.20
Drucker identifies four tasks of management Excluding:
A. The task of economic performance

B. The task to make work productive and workers achieving
C. The task to managing the social impacts and social responsibilities of the
enterprise
D. The task of managing within the dimension of budget
Q.21
The most effective approach for initiating a breakthrough process is reengineering

effort would be to:
A. Hire an external consultant to direct the planning and implementation of
the process change
B. Form a cross-functional project team to carry out the process change
C. Appoint a change agent/sponsor, select a project manager, develop a
preliminary plan (including feasibility analysis), obtain funds for detail
planning, form a cross-functional project team, plan project details, obtain
approval, and implement project. Retain an experienced external consultant
as an advisor on issues where internal expertise may be lacking.
D. Create an awareness of the need for change and communicate a vision of
what the change will accomplish
Q.22
All except one of the following could be a process goal for a for-profit service
organization. Which one?
A. Ensure that the design of a service to customers follows industry safety

standards.
B. Ensure that the service delivered produces a profit.
C. Dedication to continual process improvement.
D. Discipline any employee who fails to meet the service standards of the
organization.
Q.23
Which of the following is the primary purpose of training?
A. Improved technological capabilities

B. Improved human resource capabilities
C. Improved employee satisfaction
D. Improved operational results
Q.24
Which of the following is not generally a characteristic of communication in hierarchical

organizations?
A. Communication is constrained by chain of command.

B. Messages are distorted many times by different frames of reference.
C. Competitive opportunities might be missed because of time delays.
D. Different functional departments communicate at a different pace.
Q.25
Looking at the following data:

40, 20, 10, 20, 50, 90, 80, 30, 20, 40 the mean is
A. 40, 35, 20
B. 40, 20, 40
C. 20, 40, 40
D. 45, 70, 20
Q.26
Two employees separately submitted the same idea to a company’s formal suggestion
system on the same date. Under the rules of the system the employee who submits an
idea is to receive a portion of the financial savings in the first year, which for this idea will
be a very substantial amount. However, each employee claims to have come up with the
idea and insists that the other stole it and submitted it after a conversation they’d had about
a processing problem in their department. Neither wants to share the reward. The company
should:
A. Change the suggestion system to be available only to teams.

B. Call in an arbitrator to settle the issue.
C. Insist that the two employees negotiate with each other until they reach an
agreement.
D. Ask others in the department how they believe the reward should be
distributed.
Q.27
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 has on the workforce we employ and the technology
approach we select?
A. III only
B. I, II, and IV
C. I and IV only
D. III and IV only
Q.28
A condition under which a supplier appearing on the customer’s OK to buy from the list
would not be issued an order would be:
I. Item needed is not available from any of OKd suppliers.
II. Supplier s quality rating has dropped below acceptable standards on last two
shipments.
III. OKd supplier does not have the capacity to fulfill the customer s demands for the
item needed.
IV. One or more factors from the selection criteria will not now be met by the supplier.
A. I and III only
B. I and II only
Q.29
Which of the following is true?
A. Training to be delivered via an in-house intranet is likely to be more costly

to develop than classroom-type training.
B. Training embedded in a transaction-processing computer program is
usually ineffective as well as annoying to operators.
C. A printed training workbook serves only one purpose—documentation of
textual content.
D. OJT is how an old hand teaches a new hire how things are done it
involves no structure or instructional standards.
Q.30
An organization’s environmental scanning process has uncovered the following:

✑ They have an underutilized core competency.
✑ Their research and development capability is well recognized.
✑ Retention of their best performers is a problem.
✑ A new technology from another country can be employed in developing a whole
new product family. What technique/tool was most likely used to categorize and
analyze these and other similar data?
A. Priorities matrix
B. Process map
C. Quality function deployment
D. SWOT analysis
Q.31
Which of the following is true?
A. Benchmarking should be an ongoing process contributing to continual

improvement
B. Six Sigma methodology is only applicable to large problems causing
variation in manufactured product
C. A kaizen event is held in celebration of a significant process improvement
D. The concepts of TQM are passé
Q.32
A more accurate accounting of the costs to produce a product can be achieved with:
A. Traditional cost accounting methods

B. Activity-based costing
C. Correctly distinguishing between internal and external failure costs
D. Correctly differentiating between prevention and appraisal costs
Q.33
A leader derives her or his leadership role from:
A. Her or his experience and training

B. Acceptance of her or his direction by the followers
C. Top management
D. Acceptance by the external customers and the public
Q.34
All but one of the following tool sets could be used to help an educational institution
identify the cause of excessive student tardiness. Which one could not?
A. Brainstorming and an Ishikawa diagram

B. Five whys and a problem-solving model
C. FMEA and DMAIC
D. Check sheet and affinity diagram
Q.35
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.
A. IV only
B. II and III only
C. I only
Q.36
Studies in the healthcare field have identified stethoscopes as one major cause of
patient infections. To combat this cause, all healthcare professionals are urged to
sterilize their stethoscopes before and after using with each patient. What approach
would be best to ensure that this happens?
A. Provide dispensers with sterilization pads at the entrance to all patient

rooms, examining rooms, labs, and operating areas. Periodic unscheduled
audits will be taken of the number of pads used. Praise or reprimand will be
given based on audit findings.
B. Same as A above except each wrapper includes a coupon for entering a
weekly drawing for a prize of one’s choice, and no audit will be conducted.
C. Same as A above, except wrappers, are saved and turned in to the
supervisor/ department head at end of each shift and no audit will be
conducted. Cooperating professionals will receive positive reinforcement for
taking action, regardless of the number of wrappers submitted.
D. Professionals working in each unit will be allowed to design their own units
nonmonetary incentive/reminder for participating in the stethoscope
sterilization initiative.
Q.37
In developing a private college balanced scorecard, which four of the following

information categories would be best to consider?
I. Alumni contributions
II. Current student enrollments
III. Percentage of students who graduated
IV. Faculty competence level
V. Academic rating among competitors
VI. Cash flow
VII. New and/or updated programs under development
A. III, IV, V, VI
B. I, II, III, VI
C. I, IV, V, VII
D. II, III, V, VI
Q.38
Bottom-to-top communication techniques include all the following except:
A. Employee suggestion boxes.

B. Quality circles.
C. Performance reviews.
D. Employee satisfaction surveys.
Q.39
All but one of the following relates to how adults learn. Which one?
A. Adults have learned to do what they are told to do, and therefore learn
what they are told to learn.
B. Adults need to know why they should learn something and have a need to
self-direct their learning.
C. Adults sense that it is time to learn when they experience a need to know
or to be able to perform more satisfactorily.
D. Adults are preconditioned before entering a learning situation, which
affects their responsiveness to the learning experience relative to both the
process and the content.
Q.40
A chairperson may be a leader and/or manager, depending much upon the influence
he or she may have on an organization and the decision authority granted. There are
many roles a manager may perform. As an organizer he/she:
A. Organizes, people, ideas, and things to achieve the enterprise’s objectives

B. Builds an enterprise structure that supports the strategic goals and
objectives
C. Embraces the principles, morals, and norms of the society in which
organization impacts
D. Imparts knowledge and teaches skills to others
Q.41
A focus group consisting of external customers would be useful to:

I. Collect data that can be used to construct a customer survey.
II. Test the acceptability of a proposed new service.
III. Validate customer satisfaction across the entire customer base.
IV. Identify ways an existing service could be improved.

B. IV only
C. I, II, and IV only
D. II and III only
Q.42
A listening post is a:
A. Physical place in the facility where employees gather to discuss comments
heard from customers.
B. Place where customer comments, pros, and consn, are posted for all
employees to see.
C. Practice whereby surveillance personnel periodically listen in to ongoing
conversations between employees and customers for the purpose of
identifying employee behavior that can be improved.
D. Designated individual or group trained to listen carefully to customer
comments, and record the comments in a process where the comments can
be analyzed (trended) and actions taken to improve customer satisfaction.
Q.43
All but one of the following statements is true. Which one is not true?
A. Cost and quality are complementary rather than conflicting objectives.

B. The cost of quality is primarily the investment in obtaining and sustaining
good quality.
C. When production output is less than free of all defects, people are being
paid to produce poor quality.
D. Nothing less than 100 percent inspection will suffice to ensure that good
quality is produced.
Q.44
Long-range trend analysis is typically used in performing which of the following

activities?
A. Control charting
B. Management review
C. Internal auditing
D. Design review
Q.45
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 everhigherr 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.
A. I and II only
B. I, II, and IV only
C. III and IV only
Q.46
The most critical consideration in the deployment of strategic plans is:
A. Sufficient resources can be made available to carry out the plans.

B. The strategic goals do not exceed the present organization’s capabilities.
C. Middle management agrees with senior management that the strategic
objectives are achievable.
D. A process for tracking and measuring achievement of strategic goals is in
place.
Q.47
All except one of the following could be a benefit to a supplier in a partnership or
alliance with a customer. Which one?
A. Enabled to plan long-term production volume based on customer’s

forecast of demand
B. Eliminate legal risks
C. Win–win relationship
D. Sharing of resources
Q.48
The best technique for analyzing qualitative data is to:
A. Designate meaningful categories and assign each response to a category,

then sum the number of responses in each category as the indication of the
categories importance to the population responding.
B. Assign a value rating to each response, then sum the ratings for all
responses, and use the mean as representative of the responses of the total
population.
C. Score each response according to personality type.
D. Search for keywords, significant to the research being done, in each
response. Count the number of each keyword used and take the keyword
usage totals as representative of the population studied.
Q.49
Based only on the following data, which answer is correct?

✑ Purchased 12 delivery trucks for a total of $360,000
✑ Estimated the payback from an ISO 9000 QMS project at $1,200,000
✑ Net income for the year is $3,600,000
✑ Spent $400,000 on implementing the ISO 9001-based QMS
A. ROI is $3:1 RONA is $10:1
B. ROI is 33% RONA is $9:1
C. ROI is 30% RONA is $10:1
D. ROI is $3:1 RONA is $9:1
Q.50
Effective actions taken to improve products and services 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
A. I and IV only
B. II and III only
C. I, II, III, and IV
Q.51
Which of the following is the most appropriate sequence of events for administering a
customer satisfaction survey, from beginning to end?
I. Prepare the survey instrument.
II. Administer the survey.
III. Report the results.
IV. Identify survey objectives.
V. Analyze the data.
VI. Organize the data.
A. I, VI, IV, II, V, III
B. I, II, V, VI, III, IV
C. IV, I, II, VI, V, III
D. VI, I, II, V, IV, III
Q.52
In preparation for strategic planning, organizations should look closely at their industry
to determine:
I. The amount of excess capacity.
II. Which competitors might join forces and become a greater threat.
III. How employees perceive competitor advertisements.
IV. What changes in regulatory requirements are likely to occur.
A. I and II
B. II and III
C. I, II, and IV
Q.53
Situational leadership is applicable when:

I. One approach does not meet every situation
II. A new person on the job requires a lot of direction
III. A new process has been introduced
IV. The performer has mastered the task assigned
A. II and III only

B. IV only
D. III only
Q.54
In time of financial stress, training is often one of the first functions to be discontinued,
because:
I. Training is not considered part of the strategic plan.
II. Training is treated as a cost with no quantifiable benefits.
III. Management does not understand the connection between building and sustaining
the organizations competencies and achieving profitability.
IV. The correlation between the function of training and the function of product
realization has not been established.
A. I and II only
B. I, II, and III only
D. II and IV only
Q.55
Which of the following is not usually a role of a manager?
A. Selects people to fill job vacancies

B. Mentors a potential candidate for management
C. Determines the legality of a supplier–partnership agreement
D. Organizes the work to be done
Q.56
The preferred technique/tool used to determine the strategies of organizations serving

the same market as your own organization is:
A. Competitive analysis.
B. Benchmarking.
C. Industry trade association data research.
D. Survey of competitor ’s customers.
Q.57
Leaders of the future can no longer afford insularity. It is simply not an option in
increasingly boundary-less organizations driven by customer power now they must
destroy those walls and replace them with bridges. Key roles of a leader include being
all of the following Except:
A. Facilitator
B. Appraiser
C. Forecaster
D. None of these
Q.58
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?
A. Priorities matrix
B. Tree diagram
C. Matrix diagram
D. Activity network diagram
Q.59
Theory of constraints:
A. Follows the steps in the process.

B. Follows the processes in the system.
C. Follows the flow of money.
D. Follows after process reengineering.
Q.60
The concept of self-control by a production worker includes:

I. Knowing what the organizational goals are, what the job objective is, and the
standard for performance.
II. Knowing what the actual performance is.
III. Notifying supervision whenever a nonconformance occurs.
IV. Having the means for changing the performance when it does not conform to the
goals, objectives, and standards
A. III only
B. I, II, and III only
C. I and II only
D. I, II, and IV only
Q.61
During the development of company strategy, input should be sought from:
A. Advertising agencies.
B. Competitors.
C. Stakeholders.
D. Public relations advisers.
Q.62
Organizational components that not only support other internal functions but also
support external stakeholders are:
A. Information technology and human resources.

B. Finance and customer service.
C. Engineering and R&
D. D. Marketing and quality.
Q.63
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.
A. IV only
B. III only
C. I, II, and III
D. I and III
Q.64
Which of the following should be accomplished first when implementing customer
relationship management initiatives?
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.
Q.65
A tool used to assess the readiness of the organization to embrace and institutionalize
change is:
A. Management review.
B. Hoshin planning.
C. Nominal group technique.
D. Force-field analysis.
Q.66
Lean tools are primarily focused on:
A. Eliminating waste.
B. Better workplace management.
C. Increasing customer value.
D. Reducing resources.
Q.67
Which of these circumstances might reasonably prompt a reevaluation of an
organization’s policies and strategic objectives?
I. The retirement of the CEO
II. A merger with another company
III. Divestiture of a major division
IV. Obsolescence of a major technology

B. II, III, and IV only
D. II and III only
Q.68
Which of the following are good reasons for including workforce personnel on project
teams?
I. Provide subject matter expertise.
II. Reduce the upper management time commitment.
III. Increase worker participation in the improvement process.
IV. Reduce the direct-labor allocation on over-budget product lines.
A. I and III only

B. II and IV only
C. I, III, and IV only
Q.69
The role of supply chain management is to:
A. Ensure that the right product/service, in the right quantity, of the right
quality, gets to the right customer at the right time.
B. Control the performance of every organization involved in the supply chain.
C. Be totally responsible for the input from upstream suppliers to ensure that
downstream customers receive outputs that conform to end users
requirements.
D. Reduce inventory.
Q.70
Managers who take shortcuts, push employees beyond their limits, eliminate training,
and neglect equipment maintenance probably are:
A. Dissatisfied with their current salaries.

B. Evaluated against short-term results.
C. Striving for a promotion.
D. Tired and overworked.
Q.71
A team is frustrated by the difficulty of the project on which they’re working, and has
asked the sponsor to attend their next meeting. The sponsor should:
A. Decline, since the team needs to own the process.

B. Attend with a clear vision of the importance of the project.
C. Try to identify resisting forces before attending the meeting.
D. Attend and communicate a sense of urgency.
Q.72
Although an organization may have clearly communicated plans and have good cross
functional relationships but because of vertical communication alignment of goals and
activities is often slower. A possible solution to this issue is:
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
Q.73
From the following pairs, select the most critical factors relating to training:
A. Support is derived from the strategic plan and the personal commitment
and involvement of top management.
B. Top management commitment and employee acceptance of the need for
training.
C. What training is needed and when.
D. Who will deliver training and to whom.
Q.74
To establish the direction an organization’s first strategic planning initiative should take,
the organization should first create:
A. A mission statement.
B. Organizational objectives.
C. A vision statement.
D. Action plans.
Q.75
Scenario planning is used for:
A. Deciding which continuous improvement project recommendations to

implement first.
B. Determining which method of financial analysis to use.
C. Envisioning several alternative strategic viewpoints.
D. Analyzing the results of a SWOT analysis.
Q.76
Which of the following are methods for mitigating risks?

I. Eliminate the condition that may cause a loss to occur
II. Establish contingency plans
III. Obtain insurance to cover some of the potential risk
IV. Self-insure

B. I only
D. I and II only
Q.77
Which of the following is the most direct technique for measuring customer value?
A. Focus groups
B. Market test
C. Trade-off analysis
D. In-person interview
Q.78
Which of the following lists is most representative of external customers of the towns
public high school?
A. Students, parents, colleges, potential employers, town school board, and

community volunteer agencies
B. Students, parents, teachers, potential employers
C. Students, parents, colleges, potential employers
D. Students, parents, town school board
Q.79
A common approach to understanding and improving a process is to:
A. Convene a focus group to study the process.

B. Form a cross-functional ad hoc team to map the existing process, then
after analysis, map the process as it might appear after improvement.
C. Implement statistical process control.
D. Audit the process to the ISO 9001 standard.
Q.80
All but one of the following is a job aid type instructional tool. Which one is not?
A. A programmable electronic calculator with programmed formulas
B. Embedded “help” screens in a computer program
C. Preprinted instructions on a form
D. A signal light indicating that an error has occurred
Q.81
A training needs analysis is:
A. An assessment of an organization’s capability to meet customers’ needs.

B. The action taken as a direct result of a training design deficiency.
C. A gap analysis.
D. The best measure of an organization’s performance effectiveness.
Q.82
Facts pertaining to which of the following would be critical in developing a system of

supplier performance measurement for an aircraft engine manufacturer?
I. Amount of technical support provided by the supplier
II. Supplier Cpk
III. Defective product reworked before shipment
IV. MTBF of product after installation
A. II and IV only
C. I and II only
Q.83
When total quality management has been successfully implemented, the distinctions
between staff and line, activities can become blurred as empowered teams become
responsible for both plans and actions when management layers decrease. The role of
the quality function may include all of the following Except:
A. Quality accounting
B. Quality assurance
C. Quality management system
D. Supplier Quality
Q.84
Managements goal is to continually improve customer service and satisfaction. Their

actions include the following. Which of these actions is least likely to help achieve the
goal?
A. Provide for positive reinforcement to employees who are trying to satisfy

customers.
B. Encourage and support cooperation and conformance to quality standards
amongst internal customers.
C. Establish an employee suggestion box system.
D. Ensure that employees have the training, information, and physical things
they need to do their jobs well.
Q.85
One of the best tools for assessing the impacts of identified risks in the design of a
hydroelectric dam and power station is:
A. Failure mode and effects analysis

B. Mean time between failure
C. Cost of poor quality
D. Reliability studies
Q.86
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?
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.
Q.87
relationship, High relationship; Low task, Low relationship; Low task. Leadership style
where specific instructions and close supervision of performance are indicated is:

Q.88
The best tool for analyzing the relationship, over time, between quantitative data from
two variables suspected to influence one another, is a:
A. Pareto chart
B. Scatter diagram
C. Interrelationship digraph
D. Affinity diagram
Q.89
Process analysis is to a flowchart as brainstorming is to a:
A. Checklist
B. Scatter diagram
C. Mind map
D. Pareto chart
Q.90
A facilitator notices that the team jumps to conclusions after only one or two members
have stated their opinion. The facilitator should:
A. Tell the team to have a nonbinding vote before beginning a discussion,

which will make each person’s view apparent.
B. Ask the team to fill out a questionnaire rating themselves on effective
group process.
C. Tell the quiet members they need to speak out.
D. Ask what the impact will be on the team if they don’t adequately discuss
issues.
Q.91
In your former position of employment, you helped develop a statistical software

package that the company markets, and because of your position there you receive
royalties on the sales. Your current employer needs to purchase some statistical
software and has asked you to select the best available package. You believe that the
one sold by your former employer best meets the criteria. You should:
A. State that you can not participate in the selection process because of your
potential bias.
B. Tell the company of your financial interest in the software selected, along
with the reasons for selecting it as the best option.
C. Simply purchase the software because you know it is the best based on
the matrix you used for analysis of the various packages.
D. Select another statistical software package to avoid any possible
perception of bias.
Q.92
A clustered-preference customer segment would be characterized by:
A. Consumer preferences that vary a great deal.

B. Consumers having roughly the same preferences.
C. Competing products that would be dissimilar between clusters.
D. Competing products that would be similar between clusters.
Q.93
Which of the following techniques is most useful for measuring the test retest reliability
of a survey?
A. Calculate Cronbach’s coefficient alpha.
B. Use differently worded items to measure the same attribute.
C. Have the same respondents complete a survey at two different points in
time.
D. Conduct an organized review of the survey to ensure that it includes
everything it should.
Q.94
Data that is derived from counting is derived from measuring is data.
A. Attribute, variable
B. Numeric, verbal
C. Variable, attribute
D. Quantitative, qualitative
Q.95
Brainstorming is a tool used primarily for:
A. Generating new ideas.

B. Analysis of data.
C. Organization of a list of items.
D. Deciding among a list of items.
Q.96
The primary purpose of a supplier certification program is to:

A. Reward excellent suppliers.
B. Reduce the number of supplier audits.
C. Shift costs of supplier management from appraisal to prevention.
D. Transfer responsibility for supplier quality to the purchasing department.
Q.97
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
A. II, III, and IV only

B. III and IV only
Q.98
Typical factors chosen as criteria for supplier selection would include all but:
A. Quality award winner.

B. Financial stability of supplier.
C. Capability to meet current and future demands.
D. Supplier ’s track record for on-time delivery and incoming quality.
Q.99
Typical tools used as aids in selecting members for a process improvement team are:
A. DiSC and MBTI.

B. MBTI and process mapping.
C. Root cause analysis and fishbone chart.
D. Brainstorming and affinity diagram.
Q.100
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.
A. I, III, IV, II
B. IV, III, II, I
C. II, I, III, IV
D. III, IV, I, II
Q.101
many roles a manager may perform. As an ethicist he/she:
A. Organizes, people, ideas and things to achieve the enterprise’s objectives

objectives
Q.102
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.

Q.103
The primary goal of procurement management is to:
A. Purchase goods that meet specified requirements.

B. Form a partnership to recognize key suppliers.
C. Foster sole-sourcing to reduce variation.
D. Reduce new-product development cycle time.
Q.104
Managing change is particularly complex due to the fact that much of what must be
changed often consists of intangibles such as beliefs, behavior s and policies. These
types of constraints are more difficult to identify. We can get help from:
A. GATT chart
B. PERT chart
C. A force-field analysis
D. None of these
Q.105
An action of highest priority is for suppliers to:
A. Implement a system that ensures that customers’ needs and the supplier s
terms of sale are mutually understood and agreed to.
B. Emphasize that the purchase order is the legal contract between buyer
and seller.
C. Be sure that the customer ’s order form meets supplier ’s specifications.
D. Automatically reject an order if the customer makes demands the supplier
deems unacceptable.
Q.106
To further improve customer loyalty, an investment service organization may effectively

use which of the following strategies?
I. A lost-customer analysis
II. Free lessons for customers on how to make wise investments
III. A customer panel to determine acceptability of a free quarterly newsletter
highlighting the lives of long-term investors
IV. Direct computer access to market information and investment analysis data for
high- value customers
A. I and III only

D. I only
Q.107
The most critical use for project portfolio analysis is to:
A. Compare the net value of a new project relative to continuing previously

approved projects
B. Determine the best time to start a new project
C. Assess the feasibility of starting a new project relative to the resources
being allocated to existing projects as well as assessing the strategic fit of the
new project
D. Make room for a new project by canceling or postponing an existing
project that will not produce as high an ROI as the new project
Q.108
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:
Q.109
Which of the following statements are true about the differences between training and
education?
I. Training focuses more on doing, whereas education focuses more on thinking.
II. Training is typically provided by employers, whereas education might be funded but
not provided.
III. Training teaches students to acquire new knowledge, whereas education teaches
new skills.
IV. Training is more job focused, whereas education is more theoretical.
A. I and III only
B. II and IV only
Q.110
Many executives believe now believe that decisions should be made by those people
with the best information to make decisions, regardless of their level in the
organization. More decentralization might be needed under one or more of the
following conditions:
A. The environment is complex or uncertain

B. Lower level managers are capable and experienced at making decisions
C. Decisions are relatively minor
D. None of these
Q.111
Training appears to be needed in all but one of the following situations. Which one?
A. A new law requires that training be done

B. A continual stream of terminations and new hires is occurring
C. A cell structure is being created and all employees within each cell must
be able to do any task within the cell
D. All employees must learn basic quality principles
Q.112
Assessing and identifying exposure to risks should:

I. Be done prior to investing in 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.
A. I, III, IV only
B. I, III only
D. I only
Q.113
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:
A. Cause leader
B. Organization leader
C. Opinion leader
D. Public leader
Q.114
Which of the following best describes the differences between cross-functional and
matrix organizations?
A. Cross-functionals deal with companywide issues, whereas matrices focus

on specific projects.
B. Cross-functionals are often temporary, whereas matrices are permanent.
C. Cross-functionals deal with internal groups, whereas matrices deal with
external groups.
D. Cross-functionals usually consist of personnel with technical skills,
whereas matrices usually consist of high-level functional executives.
Q.115
In the development of a consumer appliance product survey which of the following data
would likely aid the process?
I. An analysis of customer complaints received
II. Satisfaction data from a customer focus group
III. Number of product defects detected prior to shipments
IV. Warranty registration data
A. I only
C. I and II only
Q.116
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?
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.
Q.117
Future technology advancements can affect:

I. The services the organization provides.
II. The speed of communications and the response time expected.
III. The mass obsolescence of major existing products and processes.
IV. The increased human competence required to design processes that effectively
utilize the advanced technology available.
A. I, II, and IV only

B. II only
C. I and IV only
Q.118
Which of the following is the biggest problem in cost-benefit analysis?
A. It is easier to accurately estimate benefits than costs.

B. It is easier to accurately estimate costs than benefits.
C. It is an elaborate tool requiring extensive computer support.
D. It is too difficult to compute the time value of money.
Q.119
Knowledge management involves all but which of the following?
A. Recording and storing all the tacit knowledge of all the employees.
B. Documenting “lessons learned” from product development projects.
C. Determining what knowledge to record and store, and by whom and how it
will be accessed and used.
D. Building and reinforcing an organizational culture that supports and
promotes reusing knowledge rather than reinventing knowledge.
Q.120
The decision-making authority delegated to lower management levels depends on:

I. The situation
II. The extent of centralization or decentralization
III. Which people in the organization have the best information
VII. The complexity of the environment in which the organization functions
A. I and III
B. II and IV
C. I, II, and IV
Q.121
Which of the following sequences demonstrates the lowest-to-highest order for

evaluating training effectiveness?
I. What changes in behavior resulted? (Behavior)
II. What are the tangible results of the program? (Results)
III. What principles, facts, or techniques were learned? (Learning)
IV. How well did attendees like the program? (Reaction)
A. I, II, III, IV
B. III, IV, II, I
C. II, I, III, IV
D. IV, III, I, II
Q.122
Which of the following concepts may best exemplify a universal business rationale for
improving quality?
A. Crosby’s “Do it right the first time”

B. Ishikawa’s “Total quality control”
C. Deming’s “Chain reaction”
D. Juran’s “Trilogy”
Q.123
In a typical organization, there are many different strategies and people put their focus
where it seems best placed, but this may not agree with what is actually expected or
desired. A possible solution for such a situation is:
Q.124
where decisions are explained and where there is an opportunity to clarify and ask
questions is:
Q.125
As part of the continued evolution of their TQM philosophy, a company recently

devised a sophisticated gain-sharing program that allows all employees to obtain
financial rewards from improved organizational performance. Which of the following is
true?
A. The company will see increased enthusiasm for their TQM efforts.
B. Management should ensure that the TQM effort also taps intrinsic
motivation.
C. The gain-sharing program probably gives a greater proportion of the
rewards to employees at higher levels of the organization.
D. Quality to the customer may drop as improvement efforts become more
focused on financial results.
Q.126
Is a person from outside the organization who has been hired to advise and help
facilitate the change process. He/she has greater degree of freedom and should be
better able to access activities and provide honest feedback.
A. Change agent
B. Mentor
C. Ethicist
D. Business Generator
Q.127
The priority attributed to quality function is not based on size of the quality department.
The quality function is not:
A. A prevention squad
B. Oriented toward defect detection
C. A screen or barrier to protect customer
D. All of these
Q.128
Which of the following training delivery methods would be most effective in a situation
with large employee populations, multiple sites needing concurrent delivery, and high
turnover rates that require continuous training?
A. Learner-controlled instruction
B. Classroom instruction
C. Case studies
D. Coaching
Q.129
Takt time:
A. Is a measure of the time between each operation in a cycle.

B. Sets the pace of production to coincide with customer demand.
C. Is another term for cycle time.
D. Is the total sequential processing time to produce one item in a work cell.
Q.130
Uses of a matrix-type chart include:

I. Deploying the voice of the customer throughout the organization.
II. As a spreadsheet to allocate resources by type over time.
III. Analyzing a portfolio of projects against a set of criteria to determine relative priority
of each project for implementation.
IV. Displaying the estimated time span of tasks within a project over the duration of the
project.
A. II, III, and IV only

B. II only
D. II and III only
Q.131
This individual may be perceived as a leader by his or her subordinates, peers and
bosses for exhibiting one or more of these qualities:
1. Knowledge
2. Skills
3. Experience
4. Charisma
5. Action
6. Convincing speech
7. Empathy
8. Ethics
9. Empowerment
10. Collaboration
11. Support
Who is this?
A. Cause leader
B. Organization leader
C. Opinion leader
D. Public leader
Q.132
many roles a manager may perform. As an architect he/she:

objectives
Q.133
A new process improvement team has just flowcharted how a process currently works.
The value to the team is to:
A. Document and retain records demonstrating how work activities were

performed at a specific moment in time.
B. Gain consensus on how information and materials currently flow through
the organization.
C. Validate baseline performance data collected before a change is
implemented.
D. Assess the level of compliance against a quality standard.
Q.134
Given a four-week project involving 22 tasks, a budget of $22,000, and a part-time

team (project manager and two analysts), which project management tool will most
likely be used to display project progress to management?
A. Work breakdown structure

B. Network diagram
C. Budget variance report
D. Gantt/milestone chart
Q.135
In computing ROTI, which of the following would not be considered a training cost?
A. Trainer ’s travel and living expenses

B. Employee turnover
C. Computer purchased solely for the training
D. Participants’ time away from their jobs
Q.136
Of the following core values and concepts, which would be the most critical to apply to
a newly mandated state emergency management agency?
I. Visionary leadership
II. Customer-driven excellence
III. Agility
IV. Focus on the future
V. Focus on results and creating value
VI. Management by fact
VII. Managing for innovation
A. I, III, V, VII
B. II, V, VI
C. I, III, IV, V, VI, VII
D. V, VI
Q.137
where ideas are shared, encouragement is provided, and leader acts as a coach is:

Q.138
Which of the following are proactive sources of customer information?

I. Claims/refunds
II. Technical services provided as part of the total product package
III. Monitoring of broad market trends
IV. Observing customers using the product or service
A. II only
B. IV only
C. I and III only
D. III and IV only
Q.139
The leader of a team that had formerly worked together exceptionally well has noticed
several disagreements between team members since two new people joined the team
two weeks ago. The leader should:
A. Meet with all team members except the new ones and try to come up with
suggestions for resolving any problems.
B. Have a one-on-one discussion with each of the new members and explain
how the team used to avoid arguments.
C. Ask a facilitator to attend the next few meetings to help reduce conflict.
D. Do nothing.
Q.140
An important benefit of using an internal change agent versus an external change

agent is to:
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.
Q.141
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:
A. Amount of employees training and experience

B. Strength of organization’s culture
C. Available resources
D. Complexity of hierarchy
Q.142
One of the most important customer service principles to apply is:
A. “The customer is always right.”

B. When dealing with a problem, thank the customer for bringing the problem
to you and allowing you to help resolve the problem.
C. State your organization’s policy regarding handling of such problems.
D. Be sure the customer realizes you are not responsible for the problem.
Q.143
The first step in a successful customer satisfaction program is to:
A. Hire and train qualified staff and reward them based on performance.
B. Get to know the customers’ most pressing needs.
C. Develop a strategic alliance/partnership with key customers.
D. Get management commitment to a focus on customers.
Q.144
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:
A. Formalization, centralization and complexity

B. Formalization, centralization and outsourcing
C. Formalization and centralization
D. Centralization and complexity
Q.145
Organizational culture is comprised of:
A. Organization policy
B. Strategic plans
C. Values, norms, and assumptions shared by the organization members
D. Core competency of the organization
Q.146
The role of the quality function in supporting strategic plans could include all but which
of the following?
A. Institute and enforce a quality policy across all organizational functions.

B. Lead the implementation of an ISO 9001 QMS, as identified in the
strategic plan.
C. Advise other functions in the setting of quality objectives that are linked to
the organizations strategic plan.
D. Facilitate the deployment of the voice of the customer throughout the
organization.
Q.147
The best use of the cost of lost banking customers is to:
A. Compare this cost from one accounting period to another.

B. Compare lost-customer costs with costs to obtain new customers, and if
the cost of obtaining new customers is greater, refocus efforts on customer
retention.
C. Use these figures to reprimand employees responsible for lost customers.
D. Justify an initiative to contact lost customers and entice them to come
back.
Q.148
Self-directed learning refers to:

A. Self-paced learning in some combination of print material, computer-aided
testing and simulations, CD-ROMs, and so on.
B. The choice an individual has as to what he or she wishes to learn.
C. Training is always delivered without the presence of an instructor or
advisor.
D. Any training not delivered in a classroom setting.
Q.149
Empowerment can be characterized by each of the following statements except:
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.
Q.150
Which of the following quality tools is most likely to identify a specific quality system
effectiveness problem to be addressed?
A. Process map
B. Balanced scorecard
C. Quality management system audit
D. Employee performance appraisal
Q.151
Three hospitals are located within the same metropolitan area. 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?
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.
Q.152
At a distributor of plumbing supplies, which one of the following actions will have the
most
positive influence on employees to improve products, processes, and services?
A. Provide rubber mats to relieve the fatigue of counter service personnel.

B. Implement an inventory system that will ensure that all commonly ordered
items are in stock when needed.
C. Train all employees in the seven basic quality tools.
D. Establish and support cross-functional process improvement teams to
address processes where potential improvement is indicated.
Q.153
Which of the following statements are essential to understanding the theory of

constraints?
I. The system, similar to a chain, is only as strong as its weakest link.
II. Not much improvement can occur until the weakest link is addressed.
III. Success or failure is dictated by the interaction of the process with the system.
IV. Once the weakest link is fixed, the system requires no further improvement.

B. I, II, and IV only
D. I and II only
Q.154
When there is a slippage in quality, just-in-time inventory systems affect:
A. Product scrap rates.

B. Production schedules.
C. Incoming inspection efficiency.
D. Materials usage variances.
Q.155
Reasons for building an economic case for quality may include:

I. The case expresses quality in the language of management.
II. The approach justifies quality initiatives in dollars and cents.
III. The Sarbanes-Oxley Act requires it.
IV. Quality is typically treated as a cost rather than as an investment.
V. The economic case for quality allows for comparison of it with other major
investments or projects.
A. III only
B. I, II, IV, and V
C. IV and V only
D. I and II only
Q.156
Which of the following is not an advantage of a formal project report?
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.
Q.157
In an insurance claims processing unit, which quality tool would be most useful to
analyze the amount of variation in the process used to code claims for computer entry
and in determining whether the process is stable prior to embarking on an improvement
effort?
A. Control chart
B. Histogram
C. Process map
D. PDPC
Q.158
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. Maslows hierarchy of needs
II. Herzbergs two-factor theory
III. McGregor s theory X and theory Y
IV. Kolbs experiential learning model
V. Behavior managementABC analysis
VI. Hersey-Blanchards situational leadership model
VII. Senges systems thinking
A. II, IV, VII

B. I, II, V, VI
C. I, III
D. IV, VII
Q.159
Segmentation of a teaching hospitals patient database would be:
I. Useful in allocating physical resources.
II. Helpful in balancing staffing needs.
III. Advantageous in the process of applying for additional funding to accommodate
projected demands on facilities and staff.
IV. Impractical because of the transient nature of the patient base.
A. IV only
B. I and II only
C. III only
D. I, II, and III only
Q.160
many roles a manager may perform. As a trainer he/she:

objectives
Q.161
Categorizing the cost of quality into failure costs, appraisal costs, and prevention costs
is essential to be able to:
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.
Q.162
In an organization, the members do have generally inward focus. The day-to-day

attention of many members of the organization may not get external focus to look for
ideas, support and feedback. The possible solution for such a situation may be:
Q.163
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?
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.
Q.164
Which of the following elements would be expected to be included in a good project

plan?
I. Cost benefit analysis
II. Timetable for completion
III. Description of required resources
IV. Statement of project deliverables
A. I and II only
B. II and III only
Q.165
To gain a competitive edge, a commercial flower grower seeks a technology solution

that will improve productivity, quality, customer satisfaction, and profits. Which of the
following actions would provide the best results within one year?
A. Contract with a call center to handle customer complaints.

B. Set up an informational Web site to display flowers available.
C. Implement a GIS mapping system to more effectively allocate growing
space based on growth requirements of the flowers, soil conditions, sunlight,
and irrigation channels.
D. Provide field workers with portable devices for recording flower growth,
quality factors, and yield for downloading nightly to a program to compute
productivity, quality status, and potential yield by type of crop and when it will
be available for shipment.
Q.166
Which of the following is the least effective technique for developing good relationships
with suppliers?
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 long term
needs.
Q.167
Which of the following is not a technique or practice involved in supplier logistics

management?
A. Buffer inventory
B. Kanban
C. Modular assembly
D. Ship-to-stock
Q.168
Disposition of a product using go/no-go data is based on what type of sampling plan?
A. Variable
B. Attribute
C. Reduced
D. Tightened
Q.169
Which of the following is the least desirable goal of the customer– supplier
relationship?
A. Maximize return on investment.

B. Satisfy shared customers further along the customer–supplier chain.
C. Prohibit less capable suppliers from entering the market.
D. Ensure high levels of quality in incoming materials.
Q.170
The mission statement for a quality function would best focus on:
A. Reducing defects.
B. Assessing the performance of production workers.
C. Companywide and departmental activities that collectively result in product
and/or service quality.
D. Leading small teams that break down barriers and reach higher
organizational goals.
Q.171
Which of the following would be the best tool to use to understand the process linkage
from supplier to customer:
A. PDSA
B. DMAIC
C. FMEA
D. SIPOC
Q.172
Strategic planning may include all but which of the following?

A. A SWOT analysis
B. Hoshin planning and deployment
C. A seven-step problem-solving technique
D. Scenario planning
Q.173
Two human resource functions that typically are shared with other organizational
components are:
A. Unemployment and relocation administration.

B. Union contract negotiation and OSHA compliance assessment.
C. Staffing and training.
D. Compensation and benefits administration.
Q.174
An acute-care unit of a medium-size hospital wants to develop a standardized

approach to root cause analysis to improve diagnostic effectiveness. What tools should
they consider for their toolbox?
I. Flowchart
II. Check sheet and Pareto chart
III. Fishbone chart
IV. Five whys
V. Histogram and scatter diagram
VI. Control charts
VII. DMAIC
A. II, III, IV, and VII only
B. VII only
C. IV and VII only
D. I, II, III, IV, V, VI, and VII
Q.175
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.

B. I and III only
D. I, III, and IV only

Baldrige Award performance criteria

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Baldrige Award performance criteria

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Q.

The Baldrige Award performance excellence criteria address which types of

A. Strong interpersonal skills

Which of the following is not a type of organizational structure?

A. Body language and voice convey the same message.

A. I, II, III, and IV

A stakeholder analysis would:

A. Determine the appropriate dividend amount to be distributed to

Which of the following process improvement teams projects is likely to be regarded as

A. Deliverables were completed on time, but project incurred a one percent

A. Critical incident analysis

A modification of Lewins unfreezing-moving-refreezing model may provide support for

A. Understand the emotional impact of change

A. I, II, and III only

A. Results from action plans.

A. High task; low relationship

A. I and III only

Mystery shopping is a term that applies to:

A. Use of random sampling to collect audit information.

Some of the issues that make leadership difficult to define include:

A. Leadership of an organization may be an appointed role

Drucker identifies four tasks of management Excluding:

A. The task of economic performance

The most effective approach for initiating a breakthrough process is reengineering

A. Ensure that the design of a service to customers follows industry safety

Which of the following is the primary purpose of training?

A. Improved technological capabilities

Which of the following is not generally a characteristic of communication in hierarchical

A. Communication is constrained by chain of command.

Looking at the following data:

A. Change the suggestion system to be available only to teams.

Which of the following is true?

A. Training to be delivered via an in-house intranet is likely to be more costly

An organization’s environmental scanning process has uncovered the following:

Which of the following is true?

A. Benchmarking should be an ongoing process contributing to continual

A. Traditional cost accounting methods

A leader derives her or his leadership role from:

A. Her or his experience and training

A. Brainstorming and an Ishikawa diagram

A. Provide dispensers with sterilization pads at the entrance to all patient

In developing a private college balanced scorecard, which four of the following

Bottom-to-top communication techniques include all the following except:

A. Employee suggestion boxes.

A. Organizes, people, ideas, and things to achieve the enterprise’s objectives

A focus group consisting of external customers would be useful to:

A. I, II, III, and IV

A. Cost and quality are complementary rather than conflicting objectives.

Long-range trend analysis is typically used in performing which of the following

The purpose of the ISO 9001 standard is to:

The most critical consideration in the deployment of strategic plans is:

A. Sufficient resources can be made available to carry out the plans.

A. Enabled to plan long-term production volume based on customer’s

The best technique for analyzing qualitative data is to:

A. Designate meaningful categories and assign each response to a category,

Based only on the following data, which answer is correct?

Situational leadership is applicable when:

A. II and III only

Which of the following is not usually a role of a manager?

A. Selects people to fill job vacancies

The preferred technique/tool used to determine the strategies of organizations serving

A. Follows the steps in the process.

The concept of self-control by a production worker includes: