ASQ ASQ Certifications CSSGB Questions & Answers

• Question 241:

  One would say that, from an overall perspective, the activities of a company are tied together by:

  A. Customers

  B. Stockholders

  C. Suppliers

  D. Process management

  Correct Answer: D

  In the context of the question, almost any model or schematic of an organization has either a business process management or internal company process at its core.

• Question 242:

  As an alternative to QFD, the plotting of items of customer importance versus the customer's corresponding satisfaction level, using a form of Likert scale would most appropriately be called: A. A matrix diagram

  B. A perceptual map

  C. A cause-and-effect matrix

  D. A correlation chart

  Correct Answer: B

  A form of matrix diagram is being describeD. Thus, answer d can be eliminateD. There is no evidence that a cause-and-effect relationship is being considereD. Therefore, answer c can be eliminateD. Without specific knowledge, the choice comes down to either a or B. However, a perceptual map is a specialized matrix diagram that captures the perceptions of the customer.

• Question 243:

  Understanding, controlling and improving an organization's processes to create value for all stakeholders would be called:

  A. The SIPOC diagram

  B. Process performance metric

  C. Business process management

  D. The establishment of KPIVs and KPOVs

  Correct Answer: C

  The question is describing business process management (BPM), answer c.. The other answers are tools and techniques that could be used to support BPM.

• Question 244:

  When giving instructions to those who will perform a task, the communication process is completed:

  A. When the worker goes to his work station to do the task

  B. When the person giving the instruction has finished talking

  C. When the worker acknowledges these instructions by describing how he/she will perform the task

  D. When the worker says that he/she understands the instructions

  Correct Answer: C

  The best communication process allows for effective feedback. The most comprehensive feedback from the four choices is answer c.

• Question 245:

  Effective team mechanics would typically NOT include which of the following?

  A. The development of an agenda

  B. The support of upper management

  C. The distribution of minutes

  D. The meeting time, frequency and location

  Correct Answer: B

  The keys to this question are "mechanics" and "not include." A team must have the support of upper management (answer b). However, this is the answer to a question that is not askeD. This question deals with team mechanics, which includes agendas, times, locations, minutes, etC. Answers a, c and d are all necessary team mechanics.

• Question 246:

  Which of the following describes poorly functioning teams?

  A. Members act independently without inter-dependency

  B. Objectives are realistically set and met

  C. Team members listen to what is being said

  D. Facts and opinions are distinguished

  Correct Answer: A

  The key question phrase is "poorly functioning." Answers b, c and d are desirable team characteristics (team members listen well and objectives are realistically set and met and facts and opinions are distinguished). Answer a is a poor characteristic in any team or group. Team members must be able to act both independent and interdependently.

• Question 247:

  Good improvement team members will:

  A. Provide valid excuses when they miss a meeting

  B. Agree with the team even when it is wrong

  C. Encourage participation by other team members

  D. Withhold unpopular information from the team

  Correct Answer: C

  Answers b and d might indicate a condition known as groupthink, which is to be avoideD. Generally, good team members don't miss meetings and therefore, don't need excuses (a). A good team member will encourage participation by other members.

• Question 248:

  Excessive conflict within an improvement team:

  A. Has a negative effect on team members and should be avoided

  B. Has a positive effect on creating alternate solutions

  C. Most often results in win-win situations

  D. Promotes equal participation among members

  Correct Answer: A

  Excessive conflict within a team often has a negative effect on team members. Conflict most often results in win-lose or lose-lose situations. Rarely will either a win-win situation or creative alternate solutions result. Only a few exceptional personalities thrive in an environment of conflict.

• Question 249:

  In most cases, an improvement team receives the least control and direction during which of the following stages:

  A. Building

  B. Storming

  C. Performing

  D. Alarming

  Correct Answer: C

  The performing stage is the most mature and advanced team stage. The team leader (and/or facilitator) would provide the least control and direction because the team has demonstrated their own effective decision making capability.

• Question 250:

  During the team building phase, which of the following best describes the actions of the team?

  A. The group is uncertain of their duties

  B. Members prioritize and perform tasks

  C. Member cooperation is evident

  D. The team leader usually delegates duties

  Correct Answer: A

  This question requires some knowledge of team life cycles. Some authorities refer to the team life cycle phases as build, develop and optimize. Others use forming, storming, norming and performing. The building phase is an early one in which the leader provides more direction and the group is uncertain of their roles and duties (Answer a). During this period, the leader does not delegate responsibilities readily and the team usually does not have the skills and experience to prioritize and perform tasks without assistance.