ASQ ASQ Certifications CMQ-OE Questions & Answers

• Question 131:

  What is the best method to establish customer requirements with multiple customers on a complicated product?

  A. Design for Manufacturing (DFM)

  B. Quality Function Deployment (QFD)

  C. Design of Experiment (DOE)

  D. Statistical Process Control (SPC)

  Correct Answer: B

• Question 132:

  Computer House Call Company has been in business for 15 years and was once considered a leader in the home computer diagnostic and repair industry. The company has relied on its highly trained and experienced technicians to maintain its reputation, however, the new quality manager has analyzed technician reports for the past three years and the analysis indicates a steady increase in the number of issues found during post-diagnostic analysis. During the same timeframe, accounting has reported an increase in requests for refunds or discounts from customers complaining about continued computer problems and inadequate computer performance. To resolve these issues, the quality manager proposes using a process improvement methodology. In an effort to gam management approval for a process improvement methodology, the quality manager should collect and present data on which of the following?

  A. Hours of technician training

  B. The number of customers served

  C. Total manufacturing costs

  D. Total cost of quality

  Correct Answer: D

• Question 133:

  Which of the following steps should a company take to improve its customer satisfaction levels?

  A. Increase sales or marketing visits to customers

  B. Establish a process improvement team in manufacturing

  C. Collect data to determine which areas need attention

  D. Design policies to improve customer satisfaction

  Correct Answer: C

• Question 134:

  Which of the following sets of factors is most important for establishing a supply base that delivers a competitive advantage?

  A. Quality, cost, and delivery

  B. Quality, price, and capacity

  C. Quantity, cost, and availability

  D. Quantity, price, and delivery

  Correct Answer: A

• Question 135:

  One of Deming's 14 points indicates that goals:

  A. are necessary for any improvement effort

  B. should be eliminated if they are not achieved within the originally projected time frame

  C. must be established by those responsible for meeting them

  D. become a negative influence unless methods to achieve them are provided

  Correct Answer: C

• Question 136:

  A quality manager has been asked to lead a process improvement team that has representatives from various support areas of the organization, including upper management. The team members demonstrate a wide range of interest m participating on the team, from workers who are eager to learn new ways to do things in a team environment to those who distrust the team process and are resistant to changing the way they do things in their operational area. In addition, some of the participants are intimidated by the presence of upper managers on the team.

  Which of the following team-building techniques should the team leader use during the first and second meetings?

  A. Helping the members understand how to manage the changes they propose for any improvements

  B. Developing decision-making agreements that the members will use as the team becomes more cohesive

  C. Involving the members in plan development and role clarification to help them work together as a team

  D. Asking the members to use their individual skills, knowledge, and experience to identify potential process improvements

  Correct Answer: C

• Question 137:

  A customer of XYZ Corporation continues to complain that welds are breaking on the products supplied by XYZ. Which of the following actions should XYZ take first m this situation?

  A. Visit the customer to see how its process might be contributing to the breaks

  B. Develop control charts to monitor all destructive tests performed and report the observed trends to the customer

  C. Adopt a nondestructive evaluation so that all outgoing welds are inspected and approved

  D. Tighten the specifications for welds for this customer

  Correct Answer: C

• Question 138:

  Which of the following factors is determined using knowledge of a product's reliability?

  A. Total loss

  B. Discounts

  C. Warranty terms

  D. Cost of poor quality

  Correct Answer: D

• Question 139:

  Which of the following statements is true about the drivers of customer and employee satisfaction levels in the service sector?

  A. Management satisfaction drives employee satisfaction.

  B. Employee satisfaction drives management satisfaction.

  C. Employee satisfaction drives customer satisfaction.

  D. Customer satisfaction drives employee satisfaction.

  Correct Answer: C

• Question 140:

  During a management meeting, the production manager says: "I agree that quality is important, but we cannot allow it to cut into our profit margin." Which of the following responses would be appropriate from the quality manager?

  A. "Profit will not matter if the company fails to maintain its quality because you will lose all of your customers."

  B. "Research shows repeatedly that improving quality results in increased profits."

  C. "The quality department is in charge of quality, and quality is more important than production."

  D. "If production were meeting requirements more consistently, costs would be lower and profits would be higher."

  Correct Answer: B