ASQ ASQ Certifications CMQ-OE Questions & Answers

• Question 31:

  Root cause analyses often fail at the testing phase because they fail to

  A. distinguish between apparent and true root causes

  B. distinguish multiple problems from one another

  C. obtain statistical validity

  D. reward rapid problem-solving

  Correct Answer: A

• Question 32:

  Which of the following is used primarily to identify the occurrence of variation due to special causes in a process?

  A. Brainstorming

  B. A flow chart

  C. Statistical process control

  D. A force field analysis

  Correct Answer: C

• Question 33:

  Which of the following approaches to explaining the importance of quality is likely to capture the attention of executive management?

  A. Voice of the customer examples

  B. ISO audit reports

  C. Reengineering progress reports

  D. Cost of quality reports

  Correct Answer: D

• Question 34:

  Which of the following factors is characteristic of companies that excel in customer satisfaction?

  A. They replace defective products promptly and without question.

  B. They manage their customers authoritatively.

  C. They reward high-performing frontline employees with cash bonuses.

  D. They develop service standards from customer expectations.

  Correct Answer: D

• Question 35:

  A corporate leader who allows division managers to control the decision-making process in their area is using what type of leadership?

  A. Consensus

  B. Contingency

  C. Consultative

  D. Nondirective

  Correct Answer: D

• Question 36:

  In a balanced scorecard, which of the following figures is an example of a measure from the learning and growth perspective?

  A. Mean time between failures

  B. Market share

  C. Retention numbers

  D. Revenue per employee

  Correct Answer: C

• Question 37:

  Which of the following is the best way for a company to document how it authorizes projects?

  A. Project team meeting minutes

  B. Company policies

  C. Employee evaluation form

  D. Organizational chart

  Correct Answer: B

• Question 38:

  Which of the following groups would be considered an external customer of a company?

  A. Product distributors

  B. Product inspectors

  C. Clerical workers

  D. Production workers

  Correct Answer: A

• Question 39:

  Materials that are accepted through a material review process even if they are out of specification are considered

  A. conditionally accepted

  B. floor failure events

  C. control of acceptance

  D. raw accepted

  Correct Answer: A

• Question 40:

  A responsive customer service system is characterized by allowing customers to

  A. select the appropriate option from a phone menu

  B. have direct access to their orders online

  C. send an email with their concerns or issues D. have an immediate connection with the person they need to speak with

  Correct Answer: D