ASQ ASQ Certifications CMQ-OE Questions & Answers

• Question 511:

  Facts pertaining to which of the following would be critical in developing a system of supplier performance measurement for an aircraft engine manufacturer?

  I. Amount of technical support provided by the supplier

  II. Supplier Cpk

  III. Defective product reworked before shipment

  IV.

  MTBF of product after installation

  A.

  II and IV only

  B.

  I, II, III, and IV

  C.

  I and II only

  D.

  I, II, and IV only

  Correct Answer: D

• Question 512:

  Some of the metrics that could be used to measure performance of a commercial painting contractor are:

  I. On-time completion of a painting contract.

  II. Quality rating resulting from customer 's third-party on-site inspection.

  III. Amount (time and cost) or rework required.

  IV.

  Accuracy of billing.

  A.

  I, II, III, and IV

  B.

  I and III only

  C.

  I, II, and III only

  D.

  I, III, and IV only

  Correct Answer: A

• Question 513:

  An action of highest priority is for suppliers to:

  A. Implement a system that ensures that customers' needs and the supplier 's terms of sale are mutually understood and agreed to.

  B. Emphasize that the purchase order is the legal contract between buyer and seller.

  C. Be sure that the customer 's order form meets supplier 's specifications.

  D. Automatically reject an order if the customer makes demands the supplier deems unacceptable.

  Correct Answer: A

• Question 514:

  In medical device manufacturing and in pharmaceutical production, strict traceability is mandated by regulation. What type of actions may draw upon this requirement?

  I. Fulfillment of an unconditional guarantee

  II. Replacement of failed product under warranty

  III. A product recall that is needed to safeguard product users

  IV.

  Analysis of problems leads to process improvement

  A.

  II, III, and IV only

  B.

  III and IV only

  C.

  I, II, and III only

  D.

  I, II, III, and IV

  Correct Answer: B

• Question 515:

  Typical factors chosen as criteria for supplier selection would include all but:

  A. Quality award winner.

  B. Financial stability of supplier.

  C. Capability to meet current and future demands.

  D. Supplier 's track record for on-time delivery and incoming quality.

  Correct Answer: A

• Question 516:

  A condition under which a supplier appearing on the customer 's "OK to buy from" list would not be issued an order would be:

  I. Item needed is not available from any of OK'd suppliers.

  II. Supplier 's quality rating has dropped below acceptable standards on last two shipments.

  III. OK'd supplier does not have the capacity to fulfill the customer 's demands for the item needed.

  IV.

  One or more factors from the selection criteria will not now be met by the supplier.

  A.

  I and III only

  B.

  I and II only

  C.

  I, II, and III only

  D.

  I, II, III, and IV

  Correct Answer: D

• Question 517:

  For a bookseller that sells entirely through a Web site, managing the diversity of customers would entail which of the following?

  I. Adopting lean techniques to reduce cycle time

  II. Continually developing new service features to take the place of services that have become “must haves”

  III. Responding to the needs of a diverse customer base

  IV.

  Understanding and working closely with multiple publishers

  A.

  III only

  B.

  II and III only

  C.

  II, III, and IV only

  D.

  I, II, III, and IV

  Correct Answer: D

• Question 518:

  One of the most important customer service principles to apply is:

  A. "The customer is always right."

  B. When dealing with a problem, thank the customer for bringing the problem to you and allowing you to help resolve the problem.

  C. State your organization's policy regarding handling of such problems.

  D. Be sure the customer realizes you are not responsible for the problem.

  Correct Answer: B

• Question 519:

  To further improve customer loyalty, an investment service organization may effectively use which of the following strategies?

  I. A lost-customer analysis

  II. Free lessons for customers on how to make wise investments

  III. A customer panel to determine acceptability of a free quarterly newsletter highlighting the lives of long-term investors

  IV.

  Direct computer access to market information and investment analysis data for high-value customers

  A.

  I and III only

  B.

  I, II, III, and IV

  C.

  II, III, and IV only

  D.

  I only

  Correct Answer: B

• Question 520:

  The best use of the cost of lost banking customers is to:

  A. Compare this cost from one accounting period to another.

  B. Compare lost-customer costs with costs to obtain new customers, and if the cost of obtaining new customers is greater, refocus efforts on customer retention.

  C. Use these figures to reprimand employees responsible for lost customers.

  D. Justify an initiative to contact lost customers and entice them to come back.

  Correct Answer: B