Which of the following tools should a trainer use to identify the existing levels of employee knowledge?
A. Balanced scorecard
B. Need analysis
C. Training records audit
D. Industry survey
Which of the following training methods requires the greatest amount of monitoring in order to control variation?
A. Computer-based training
B. On-the-job training
C. Classroom lecture
D. Simulator training
A customer is establishing a partnership with a new supplier and wants to ensure clear communications between the two companies.
Which of the following actions by the customer will support this effort?
A. Offering to provide oversight to the supplier's contract review process
B. Offering to split responsibility for quality assurance processes
C. Evaluating the supplier against defined criteria
D. Providing technical and order requirements
Which of the following tools is used to identify and rate potential risks for a new product?
A. Cost-benefit analysis
B. Failure mode and effects analysis (FMEA)
C. SWOT analysis
D. Analysis of variance (ANOVA)
Which of the following programs requires recipients to reveal their quality strategies publicly?
A. ISO 14001 Registration
B. ISO 9001 Registration
C. The Malcolm Baldrige Award
D. The Deming Prize
What is the first phase in initiating a benchmarking plan?
A. Observe best practices
B. Identify what to benchmark
C. Identify a benchmark partner
D. Project future performance requirements
When a quality manager is hiring additional staff for the quality department, the most important characteristic for the manager to look for in filling any of these positions is the applicant's
A. ability to communicate effectively
B. technical expertise in quality engineering
C. formal education in appropriate areas of focus
D. previous experience with TQM policies and procedures
Which of the following tools or techniques focuses on planning rather than results?
A. Statistical process control
B. Cause and effect diagrams
C. Pareto chart
D. Quality function deployment
Empowerment is best described as the process of
A. giving managers and supervisors the authority to make rule changes
B. allowing individuals to improve their own processes
C. creating teams to identify areas of the organization that need improvement
D. meeting customer needs by restructuring the way the organization works
The enhancement of one part of an organization at the expense of another is one definition of
A. synergy
B. groupthink
C. system flexibility
D. sub-optimization
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