ASQ CMQ-OE Online Practice Questions and Exam Preparation

ASQ CMQ-OE Online Questions & Answers

• Question 441:

  Uses of a matrix-type chart include:

  I. Deploying the voice of the customer throughout the organization.

  II. As a spreadsheet to allocate resources by type over time.

  III. Analyzing a portfolio of projects against a set of criteria to determine relative priority of each project for implementation.

  IV.

  Displaying the estimated time span of tasks within a project over the duration of the project.

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

• Question 442:

  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
  A. reduce lot-to-lot variation

• Question 443:

  A company is considering converting a portion of its existing manufacturing space to storage in order to reduce dependence on an external warehouse. The following information reflects the results of a cost-benefit analysis.

  Building construction changes $15,000 Reduced transportation $25,000 Manufacturing layout changes $36,000 Increased internal storage capacity $48,000

  What is the total dollar benefit to be expected when the project is completed?

  A. $48,000
  B. $73,000
  C. $76,000
  D. $84,000
  C. $76,000

• Question 444:

  When the human resources (HR) department provides training throughout the organization, which of the following would be considered an internal customer?

  A. The personnel who enter training records into the training database
  B. The managers and supervisors who conduct the training sessions
  C. The managers who require training for their personnel
  D. The suppliers who attend training on the company's new planning system
  C. The managers who require training for their personnel

• Question 445:

  Drucker identifies four tasks of management Excluding:

  A. The task of economic performance
  B. The task to make work productive and worker achieving
  C. The task to managing the social impacts and social responsibilities of the enterprise
  D. The task of managing within the dimension of budget
  D. The task of managing within the dimension of budget

• Question 446:

  In customer satisfaction questionnaires, a Likert scale has an advantage over other answer formats in that the Likert scale will:

  A. make the questions more concise
  B. make the questions easier to answer
  C. allow the customer to express degrees of satisfaction
  D. allow the customer to specify simple yes-no answers
  C. allow the customer to express degrees of satisfaction

• Question 447:

  When sending an e-mail in English to a person in a country where English is not the primary language, a manager should use which of the following techniques?

  A. Keep the message as short as possible
  B. Use standard English words and phrases
  C. Use phrases that evoke the same mental images in both languages
  D. Avoid using punctuation
  A. Keep the message as short as possible

• Question 448:

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

• Question 449:

  A company should take which of the following actions to identify customer expectations?

  A. Measure customer complaints
  B. Fulfill customer needs for quality products
  C. Benchmark the competition
  D. Survey customers regarding satisfaction
  D. Survey customers regarding satisfaction

• Question 450:

  The most effective approach for initiating a breakthrough process reengineering effort would be to:

  A. Hire an external consultant to direct the planning and implementation of the process change
  B. Form a cross-functional project team to carry out the process change
  C. Appoint a change agent/sponsor, select a project manager, develop a preliminary plan (including feasibility analysis), obtain funds for detail planning, form a cross-functional project team, plan project details, obtain approval, and implement project. Retain an experienced external consultant as an advisor on issues where internal expertise may be lacking.
  D. Create an awareness of the need for change and communicate a vision of what the change will accomplish
  D. Create an awareness of the need for change and communicate a vision of what the change will accomplish