ASQ CMQ-OE Online Practice Questions and Exam Preparation

ASQ CMQ-OE Online Questions & Answers

• Question 241:

  Which of the following is a constraint, even on a high-performing team?

  A. Groupthink
  B. Interdependence
  C. Open communication
  D. Respect for differences
  A. Groupthink

• Question 242:

  In selecting among different projects, the time value of money is considered for which of the following reasons?

  I. To perform a cost–benefit analysis

  II. To prioritize investments

  III. To predict cash flow

  IV.

  To reduce operating costs

  A. I, II, and III only
  B. I, II, III, and IV
  C. III and IV only
  D. I and II only
  D. I and II only

• Question 243:

  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.
  D. They develop service standards from customer expectations.

• Question 244:

  Which of the following factors would be most critical to consider early when contemplating a conversion of a "brick and mortar" retail business to an e-business?

  I. What changes to the customer database are likely and what the ramifications of those changes are

  II. What image our new faceless organization will provide to the buying public

  III. Should IT be outsourced?

  IV.

  What internal impacts will the change from a personal service orientation to a transaction-processing orientation have on the workforce we employ and the technology approach we select?

  A. III only
  B. I, II, and IV
  C. I and IV only
  D. III and IV only
  B. I, II, and IV

• Question 245:

  Management's goal is to continually improve customer service and satisfaction. Their actions include the following. Which of these actions is least likely to help achieve the goal?

  A. Provide for positive reinforcement to employees who are trying to satisfy customers.
  B. Encourage and support cooperation and conformance to quality standards amongst internal customers.
  C. Establish an employee suggestion box system.
  D. Ensure that employees have the training, information, and physical things they need to do their jobs well.
  C. Establish an employee suggestion box system.

• Question 246:

  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
  C. Improving customer-relations training for frontline employees

• Question 247:

  When a team seems unable to stay focused, which of the following actions by the team leader will be most effective?

  A. Using an agenda with time estimates for each item
  B. Replacing team members who cause distractions with new members
  C. Assigning team members to write topics or items on flipcharts for all the members to see
  D. Reminding the team members that they are individually responsible for the team's overall success
  A. Using an agenda with time estimates for each item

• Question 248:

  The ultimate goal of analyzing a process should be to

  A. control it
  B. measure it
  C. document it
  D. improve it
  D. improve it

• Question 249:

  Organizational components that not only support other internal functions but also support external stakeholders are:

  A. Information technology and human resources.
  B. Finance and customer service.
  C. Engineering and RandD.
  D. Marketing and quality.
  B. Finance and customer service.

• Question 250:

  Some of the issues that make leadership difficult to define include:

  A. Leadership of an organization may be an appointed role
  B. Leadership may be taken on at various times by different people who are working together on a particular project
  C. Deming described primary responsibility of a leader as transformation of the organization
  D. A, B and C all are correct
  D. A, B and C all are correct