Which of the following control chart configurations is caused by special sources of variation that gradually affect a process?
A. A natural pattern
B. A cycle
C. A trend
D. Grouping or bunching
A company wants to provide training in quality at the appropriate levels for all employees in the company. Which of the following people should be invited to help develop the needs analysis for this training?
A. Quality department staff only
B. Staff from various departments
C. Top management
D. Prospective employees
A quality manager has been hired for a new facility that is not yet operational. In preparing the quality function for the facility, which of the following steps should the manager take last?
A. Determine the number of quality staff required for the facility
B. Develop and classify a list of quality characteristics that need to be measured in the facility
C. Develop a quality mission statement for the facility
D. Help senior management create a vision statement for the facility
Which of the following team-building techniques is an effective way of helping a team through the storming stage?
A. Developing team members' understanding of how to manage change
B. Developing agreements about how decisions are made and who makes them
C. Involving team members in developing project plans and clarifying their individual roles
D. Using team members' skills, knowledge, and experience
Program evaluation and review technique (PERT) charts are designed to support which of the following processes?
A. Planning for complex projects
B. Evaluating potential members of project teams
C. Preparing minimum bid requirements
D. Developing milestones
Which of the following is an effective facilitation technique for dealing with feuding team members?
A. Have the members involved discuss their differences off-line
B. Involve all team members in resolving the differences together
C. Lead the team in establishing a code of conduct
D. Elevate the issue to the team sponsor
In order for feedback to be constructive, it should meet which of the following criteria?
A. It should be communicated during monthly review meetings.
B. It should be positive or negative, as the situation requires.
C. It should be offered only when positive behavior has been observed.
D. It should be offered only when negative behavior has been observed.
Which of the following planning tools is used to define problems by organizing concepts or ideas in relationship to each other?
A. A tree diagram
B. A process decision program chart (PDPC)
C. An arrow diagram
D. An affinity diagram
What type of financial measure can be used to compare the value of quality improvement projects with that of other company investments?
A. Return on investment
B. Internal reject rates
C. Customer satisfaction levels
D. Cost of quality
Which of the following statements describes an effective relationship between an organization's strategic plan and its quality plan?
A. The strategic plan supports the quality plan.
B. The quality plan supports the strategic plan.
C. Each plan supports the other equally.
D. Each plan is developed and implemented independently.
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