When an organization is developing a supplier certification process, what type of suppliers should be examined first?
A. Long-term suppliers with good product quality
B. Long-term suppliers with quality product problems
C. New suppliers
D. Suppliers that provide non-critical parts
The first step in defining the requirements for any product or service is to:
A. conduct a cost-benefit analysis
B. define who will use it
C. benchmark the competition
D. form a cross-functional team
Which of the following is a constraint, even on a high-performing team?
A. Groupthink
B. Interdependence
C. Open communication
D. Respect for differences
Which of the following statements is true about using the plan-do-check-act (PDCA) methodology to make an improvement?
A. It is the best way to pursue any kind of improvement.
B. The "doing" step is more important than the "checking" process in the sequence.
C. The "checking" process usually produces corrective actions.
D. The process must continue until the desired results are achieved.
A transportation company offers a discount to companies that complete a customer- satisfaction survey. The purpose of offering this kind of discount is to:
A. improve customer satisfaction levels
B. improve the quality of the responses
C. increase market share
D. increase the response rate
When managing virtual teams across virtual offices, a quality manager will often question the traditional:
A. paradigm of workday and workplace
B. paradigm of quality management
C. structure of a business organization
D. concept of training needs
Which of the following approaches indicates that a company has aligned its human resources with its strategic goals?
A. Paying employees appropriately for the work they do
B. Involving employees through the use of suggestion boxes and awards
C. Providing on-the-job training and individualized job performance feedback
D. Developing business objectives that include measures of customer and employee satisfaction
A company should take which of the following actions to identify customer expectations?
A. Measure customer complaints
B. Fulfill customer needs for quality products
C. Benchmark the competition
D. Survey customers regarding satisfaction
In quality function deployment, the voice of the customer refers to:
A. when the customer needs things
B. how to meet the customer needs
C. where to listen to the customer needs
D. what the customer needs are
During what stage of team development do team members express suspicion and anxiety about their mission and purpose?
A. Forming
B. Storming
C. Norming
D. Performing
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