ASQ ASQ Certifications CMQ-OE Questions & Answers

• Question 91:

  Which of the following terms refers to a systematic error?

  A. Bias

  B. Validity

  C. Reliability

  D. Standard deviation

  Correct Answer: A

• Question 92:

  A customer submitted a comment card for a hotel chain detailing frustration with the condition of the fitness equipment. Within a week, this customer received a letter from the hotel manager apologizing for the inconvenience and a hotel voucher for one night's free stay. Upon returning for the free night's stay, the customer found the fitness equipment was in the same condition as the first stay. Based on this information, the hotel's feedback program could best be described as having which of the following characteristics?

  A. Root cause analysis and problem resolution processes

  B. Top management support

  C. A fast response

  D. Properly trained and empowered employees

  Correct Answer: C

• Question 93:

  Which of the following factors is critical in the selection of an effective training delivery method?

  A. The trainees

  B. The training manual

  C. The training material

  D. The training plan

  Correct Answer: A

• Question 94:

  Employee empowerment is characteristic of a company that applies which of the following management styles?

  A. Hierarchical

  B. Matrix

  C. Autocratic

  D. Participative

  Correct Answer: D

• Question 95:

  Which of the following actions indicates that senior management actively supports the company's quality initiatives?

  A. Displaying banners that proclaim the company's quality values and mission statement

  B. Assigning project leaders to manage the initiatives

  C. Monitoring performance of the initiatives against strategic deployment goals

  D. Reporting results of the initiatives in the company's newsletter

  Correct Answer: C

• Question 96:

  When Cp and Cpk values of a process are equal, the process average will be:

  A. equal to target

  B. equal to the midpoint of the specification

  C. not equal to target

  D. not equal to the midpoint of the specification

  Correct Answer: A

• Question 97:

  The primary benefit of retaining customers is:

  A. a decrease in supplier defects

  B. a decrease in order-processing time

  C. an increase in sales

  D. an increase in market expectations

  Correct Answer: C

• Question 98:

  The best way to create ownership in a major organizational change is to:

  A. ask top management to prioritize the changes that need to be made

  B. identify and eliminate barriers to communication throughout the organization

  C. involve employees in planning for the change

  D. plan and implement an employee suggestion system

  Correct Answer: C

• Question 99:

  In customer satisfaction questionnaires, a Likert scale has an advantage over other answer formats in that the Likert scale will:

  A. make the questions more concise

  B. make the questions easier to answer

  C. allow the customer to express degrees of satisfaction

  D. allow the customer to specify simple yes-no answers

  Correct Answer: C

• Question 100:

  Senior management has scheduled a meeting to review the results of a recent assessment that the quality manager has been overseeing for three months. If only 15 minutes are allotted for presenting the findings, which of the following actions would be most effective for the quality manager to take?

  A. Suggest that the meeting be canceled and oiler to deliver a written report instead

  B. Request that the meeting be postponed until senior management has more time for a full briefing

  C. Limit the presentation to review only the issues that have surfaced in the past month

  D. Summarize the findings and identify areas of concern for future discussion

  Correct Answer: D