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質問 # 30
To ensure continued customer loyalty, a company must take which of the following steps?
- A. Identify the organisational needs of the company
- B. Resolve complaints in a timely manner
- C. Implement statistical process control
- D. Use just-in-time operations
正解：A
質問 # 31
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 a trainer he/she:
- A. Embraces the principles, morals, and norms of the society in which organization impacts
- B. Organizes, people, ideas and things to achieve the enterprise's objectives
- C. Builds an enterprise structure that supports the strategic goals and objectives
- D. Imparts knowledge and teaches skills to others
正解：D
質問 # 32
Which of the following are considered key processes in managing quality?
- A. Root cause analysis, corrective- action, and preventive action
- B. Quality control, planning, and improvement
- C. Process capability, rework costs, and customer satisfaction
- D. Internal, external, and product audits
正解：B
解説：
Quality management involves several key processes that contribute to achieving and maintaining high-quality products and services. Let's break down the options:
* Quality Control: This process focuses on monitoring and verifying that products or services meet specified requirements. It includes activities such as inspections, testing, and statistical process control.
Quality control ensures that defects are identified and corrected before products reach customers.
* Planning: Effective quality management begins with proper planning. This process involves defining quality objectives, creating quality plans, and allocating resources. Planning ensures that quality goals are aligned with organizational objectives and that the necessary steps are taken to achieve them.
* Improvement: Continuous improvement is essential for maintaining and enhancing quality. This process includes activities such as root cause analysis, corrective action, and preventive action. Organizations strive to identify areas for improvement, address underlying issues, and prevent recurrence of problems.
While the other options (process capability, rework costs, and audits) are relevant aspects of quality management, they are not the primary key processes. Process capability and rework costs relate to performance and cost, respectively, but they are not standalone processes. Audits (internal, external, and product) are important for assessing compliance and identifying opportunities for improvement, but they are specific activities within the broader quality management framework.
Therefore, the key processes in managing quality are quality control, planning, and improvement1.
References:
* The ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fifth Edition. Sandra L.
Furterer And Douglas C. Wood. Hardcover, 720 pages, Published 2021. ASQ Certified Manager Of Quality/Organizational Excellence Handbook2.
* ASQ Certified Manager of Quality/Organizational Excellence Body of Knowledge (BoK). ASQ CMQ/OE BoK3.
* ASQ Certification: Manager of Quality/Organizational ExcellenceASQ Manager of Quality/Organizational Excellence Certification1.
質問 # 33
Who is responsible for establishing goals for a comp that is in the early stages of developing a quality system?
- A. The quality department
- B. Executive management
- C. An ISO representative
- D. All employees
正解：B
解説：
In the early stages of developing a quality system, it is crucial for executive management to set clear goals and direction. These goals should align with the organization's overall strategic objectives and vision. By actively participating in goal-setting, executive management ensures that quality-related objectives are integrated into the company's overall business strategy. This proactive approach helps establish a strong foundation for quality management and ensures that quality principles are embedded throughout the organization. The involvement of executive management also signals the importance of quality to all employees and stakeholders, fostering a culture of continuous improvement and commitment to quality excellence1.
References: 1 The ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fifth Edition.
Sandra L. Furterer and Douglas C. Wood. Published 2021. Link
質問 # 34
A cross-functional team has been working t>n a process improvement project that affects departments A. B. C. and D.
Once the project is completed, which of the following people associated with the team is responsible for ensuring that the changes are integrated into the processes of the affected departments?
- A. Member
- B. Facilitator
- C. Coach
- D. Sponsor
正解：C
質問 # 35
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 gain-sharing program probably gives a greater proportion of the rewards to employees at higher levels of the organization.
- B. Management should ensure that the TQM effort also taps intrinsic motivation.
- C. The company will see increased enthusiasm for their TQM efforts.
- D. Quality to the customer may drop as improvement efforts become more focused on financial results.
正解：B
解説：
Explanation/Reference:
質問 # 36
It is the team sponsor's responsibility to
- A. help team members prepare presentation for management
- B. coach members in tools and processes
- C. set agendas and manage team meetings
- D. Review and support the efforts of the team
正解：D
質問 # 37
Which of the following actions indicates that senior management actively supports the company's quality initiatives?
- A. Monitoring performance of the initiatives against strategic deployment goals
- B. Reporting results of the initiatives in the company's newsletter
- C. Displaying banners that proclaim the company's quality values and mission statement
- D. Assigning project leaders to manage the initiatives
正解：A
質問 # 38
Which of the following statements driven organization?
- A. The customer service policy requires management to respond to customer complaints within 48 hours of receipt
- B. Front-line associates are empowered to resolve customer problems
- C. All departments use the same procedures to document customer complaints.
- D. Customer surveys are conducted before any changes are made to services or products.
正解：A
解説：
A customer-driven organization places the customer at the center of its operations. Here are the key features of a customer-driven organization:
* Empowerment: Front-line associates are empowered to resolve customer problems directly. This means they have the authority and responsibility to address customer issues promptly and effectively.
Empowerment ensures quick problem resolution and enhances customer satisfaction.
* Customer-Centric Policies: Customer service policies are designed to prioritize customer needs. In this
* context, the customer service policy requiring management to respond to customer complaints within 48 hours aligns with a customer-driven approach. Timely responses demonstrate commitment to customer satisfaction.
* Continuous Improvement: Customer feedback is essential for improvement. Conducting customer surveys before making changes to services or products allows organizations to gather insights, identify areas for improvement, and align offerings with customer preferences.
* Standardized Procedures: While all departments using the same procedures to document customer complaints can promote consistency, it is not the primary feature of a customer-driven organization. The focus should be on addressing customer needs effectively.
In summary, a customer-driven organization prioritizes customer satisfaction, empowers employees, and actively seeks feedback for continuous improvement1.
References: 1: ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fifth Edition
質問 # 39
In quality function deployment, the voice of the customer refers to
- A. where to listen to the customer needs
- B. what the customer needs are
- C. when the customer needs things
- D. how to meet the customer needs
正解：B
解説：
Quality function deployment (QFD) is a structured approach used to translate customer needs and requirements into specific product or service characteristics. The "voice of the customer" represents the actual needs, desires, and expectations of the customer. It involves understanding and capturing customer feedback, preferences, and requirements. Therefore, option D, "what the customer needs are," accurately describes the voice of the customer in QFD1. References: 1: The ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fifth Edition 1.
質問 # 40
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.
正解：A
質問 # 41
Complaints have been received regarding a telephone voice-mail system being full and prohibiting new callers from leaving messages.
'Which of the following types of teams should be chartered to address the voice-mail issue?
- A. Work
- B. Management
- C. Virtual
- D. Problem solving
正解：D
解説：
A problem-solving team would be the most appropriate type to address the issue of a telephone voice-mail system being full. This type of team is typically composed of individuals with relevant knowledge and skills who are brought together to solve specific problems. In this case, the team would analyze the voice-mail system, identify the root causes of the problem, and develop solutions to ensure that new callers can leave messages.
References: The ASQ Certified Manager of Quality/Organizational Excellence Body of Knowledge outlines the importance of problem-solving teams in addressing specific operational issues. It emphasizes that a Certified Manager of Quality/Organizational Excellence should facilitate and lead team efforts to establish and monitor customer/supplier relations, support strategic planning and deployment initiatives, and help develop measurement systems to determine organizational improvement, which includes resolving issues such as the one described1.
質問 # 42
Which of the following activities is a main objective for quality function deployment?
- A. Identifying critical quality characteristics at the design stage
- B. Measuring customer satisfaction
- C. Determining the resources necessary for the quality function
- D. Improving customer-supplier relations
正解：A
解説：
Quality Function Deployment (QFD) is a structured approach to design and development processes that focuses on customer requirements. The main objective of QFD is to ensure that the voice of the customer is heard and translated into specific, actionable design features. Identifying critical quality characteristics at the design stage is essential in QFD because it allows for the development of products or services that meet or exceed customer expectations. By doing so, QFD aligns product characteristics with customer desires, ensuring that the final product is designed with the customer's needs in mind123.
References: The explanation provided is based on the general principles of QFD as described in various quality management resources. For detailed and specific references, one should consult the ASQ Certified Manager Of Quality/Organizational Excellence study guide and handbook.
質問 # 43
A process engineer has calculated that the purchase of a new $150.000 cutter for machines would enable the assembly area to increase output by 30% or more, without additional resource cost. The purchase would exceed the quality budget for the year but would reduce the total operating cost of the assembly department. If the process engineer, the quality manager, and the manager of the machining department collaborate to decide whether to buy the new cutter, they would be using which of the following type of management styles?
- A. Functional management
- B. Total quality management
- C. Cross-functional management
- D. Management by objective
正解：C
解説：
The scenario described involves collaboration across different functional areas of the organization (process engineering, quality management, and machine department management). This is a hallmark of cross-functional management, where teams from different departments or areas of expertise come together to solve problems and make decisions that impact multiple areas of the business. This approach fosters a broader understanding of organizational challenges and leverages diverse perspectives for more effective decision-making.
References:
* ISO 9001:2015, clauses on leadership (clause 5) and planning (clause 6) support the integration of cross-functional teams to enhance organizational performance and customer satisfaction.
* Cross-functional team dynamics are a common subject in quality management literature, reflecting the importance of collaborative approaches in achieving business objectives.
質問 # 44
Which of the following is the least desirable goal of the customer- supplier relationship?
- A. Prohibit less capable suppliers from entering the market.
- B. Satisfy shared customers further along the customer-supplier chain.
- C. Maximize return on investment.
- D. Ensure high levels of quality in incoming materials.
正解：A
質問 # 45
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. Decisions are relatively minor
- B. The environment is complex or uncertain
- C. Lower level managers are capable and experienced at making decisions
- D. None of these
正解：A、B、C
質問 # 46
Which of the following has the greatest potential to harm customer loyalty?
- A. Failing to train employees in problem-solving techniques
- B. Surveying employees on behalf of customers
- C. Encouraging employees to be reactive to customer problems
- D. Allowing gaps to develop been customer perceived
正解：A
解説：
Among the options provided, failing to train employees in problem-solving techniques has the greatest potential to harm customer loyalty. Here's why:
* Encouraging employees to be reactive to customer problems: While being reactive can be detrimental, it may not necessarily harm customer loyalty significantly. It depends on how effectively employees handle customer issues when they arise.
* Surveying employees on behalf of customers: Surveys can provide valuable feedback, but they are not inherently harmful to customer loyalty. In fact, well-designed surveys can improve customer satisfaction if the feedback leads to positive changes.
* Allowing gaps to develop between customer perception and reality: This can indeed harm customer loyalty. When customers perceive gaps (e.g., between promised service and actual service), trust erodes, and loyalty declines.
* Failing to train employees in problem-solving techniques: This is critical. Employees who lack problem-solving skills may struggle to address customer issues promptly and effectively. Unresolved problems frustrate customers and lead to dissatisfaction.
In summary, investing in employee training, especially in problem-solving techniques, is essential for maintaining and enhancing customer loyalty. Well-trained employees can proactively address issues, prevent escalations, and create positive experiences for customers.
References:
* The ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fifth Edition2.
* ASQ Certified Manager of Quality/Organizational Excellence (CMQ/OE) Body of Knowledge (BoK)3.
* ASQ: Manager of Quality/Organizational Excellence Certification1.
質問 # 47
From the following pairs, select the most critical factors relating to training:
- A. What training is needed and when.
- B. Top management commitment and employee acceptance of the need for training.
- C. Who will deliver training and to whom.
- D. Support is derived from the strategic plan and the personal commitment and involvement of top
management.
正解：D
質問 # 48
Materials that are accepted through a material review process even if they are out of specification are considered
- A. conditionally accepted
- B. floor failure events
- C. control of acceptance
- D. raw accepted
正解：A
質問 # 49
Root cause analyses often fail at the testing phase because they fail to
- A. distinguish between apparent and true root causes
- B. reward rapid problem-solving
- C. distinguish multiple problems from one another
- D. obtain statistical validity
正解：A
解説：
Root cause analysis (RCA) aims to uncover the fundamental reasons behind a problem or nonconformance.
However, during the testing phase, several challenges can hinder successful RCA:
* Distinguishing Between Apparent and True Root Causes: Sometimes, the symptoms or surface-level
* issues are mistaken for the actual root cause. It's essential to dig deeper and differentiate between what appears to be the cause and what truly drives the problem. Failure to do so can lead to ineffective solutions that address only the symptoms.
* Multiple Problems: In complex systems, multiple issues may coexist. Focusing solely on one problem without considering interdependencies can result in incomplete or inaccurate root cause identification.
Proper analysis should account for all relevant factors.
* Statistical Validity: While statistical analysis is valuable, relying solely on statistical data without understanding the context can be misleading. Statistical significance does not always equate to practical significance. RCA should consider both quantitative data and qualitative insights.
* Rewarding Rapid Problem-Solving: Rushing through the RCA process to meet deadlines or achieve quick results can lead to overlooking critical details. Effective RCA requires thorough investigation, collaboration, and thoughtful analysis.
In summary, successful root cause analysis involves a systematic approach, critical thinking, and a commitment to identifying the true underlying causes of problems1.
References:
* The ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fifth Edition1.
質問 # 50
During an audit of a supplier's facility, a standard rework operation is not approved for a product. According to the quality manager this operation will not be used to manufacture parts and. they ask that the issue not be identified in the audit. Which of the following steps should be taken first?
- A. Have the supplier document that it will not be used on the manufactured pans
- B. Identify the issue in the audit with the note of the quality manager comments
- C. Report the quality manager to upper management
- D. Agree with the quality manager and do not identify the issue
正解：B
質問 # 51
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