A company's area director is upset that quality levels have not improved since a quality training session was held a month ago. The area director tells the quality manager to schedule additional training as soon as possible. In response, the quality manager should do which of the following first?
A. Ask the trainers to redesign the content of the training before delivering it again
B. Ask the trainers for data showing the impact their course has had on quality levels at other companies
C. Discuss with the trainers possible reasons why the quality levels have not improved
D. Explain to the employees who were trained a month ago the importance of improving the quality levels
Flexibility, faster time to market, improved design, and lower costs are all benefits of:
A. certification programs
B. customer partnering programs
C. customer satisfaction surveys
D. material requirements planning (MRP) systems
What type of analysis is used to compare the current skill levels of a target group to the desired skill levels?
A. SWOT analysis
B. Trade-off analysis
C. Needs analysis
D. Cost-benefit analysis
A quality manager finds that the company's performance appraisal system is causing declining employee involvement in team activities, and membership on cross-functional or process improvement teams is directly linked to organizational objectives. To change this situation, the manager should recommend adjusting the appraisal system to:
A. include behavioral metrics
B. include short-term production results
C. increase rewards for meeting individual productivity goals
D. increase the weighting for team participation
Which of the following quality system elements are correctly ranked from an operational level to a leadership level?
A. Product inspection, process control, system measurement, organizational measurement
B. Engineering principles, written standard operating procedures, standards, auditing
C. SPC, product testing, structured thinking tools, design of experiment
D. Tactical planning, strategic planning, standardization, stabilization
Which of the following is the first activity required in strategic planning for quality training?
A. Select the instructional strategies
B. Specify job performance
C. Identify the learners' needs
D. Identify the organization's needs
To make quality training relevant to both the trainees and the company, a quality manager must ensure that the training:
A. emphasizes continuous improvement
B. includes quality improvement tools
C. supports organizational objectives
D. reinforces management by objective
The most effective way of helping individuals manage change is to:
A. provide them with a management policy that gives them a clear understanding of the change expected
B. assign specific roles for them during and after the change
C. have them participate in the change-planning process
D. give them the opportunity to relocate to areas in the company that are not changing
One advantage of using a single-source supplier strategy is that it will:
A. reduce lot-to-lot variation
B. reduce shipping costs
C. improve contingency planning
D. improve supplier benchmarking results
If lack of access is identified as a major problem in providing excellent customer service, which of the following solutions would be most effective?
A. Increasing the hours of operation of customer service
B. Providing more information to the customer through the billing process
C. Improving customer-relations training for frontline employees
D. Returning customer calls within 24 hours
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