ASQ CMQ-OE Online Practice Questions and Exam Preparation

ASQ CMQ-OE Online Questions & Answers

• Question 681:

  A responsive customer service system is characterized by allowing customers to

  A. select the appropriate option from a phone menu
  B. have direct access to their orders online
  C. send an email with their concerns or issues
  D. have an immediate connection with the person they need to speak with
  D. have an immediate connection with the person they need to speak with

• Question 682:

  Quality managers use a variety of techniques to motivate their teams. One motivational theory is

  A. negotiation theory
  B. expectancy theory
  C. theory of change
  D. conflict resolution
  B. expectancy theory

• Question 683:

  Empowerment can be characterized by each of the following statements except:

  A. Employees are able to operate in a state of self-control.
  B. A partnership is formed between employees and management.
  C. Employees are able to make decisions affecting their work.
  D. Management relinquishes responsibility to employees.
  D. Management relinquishes responsibility to employees.

• Question 684:

  An internal audit is completed in a company with an ISO-9000 compliant quality system. The audit report shows a major nonconformance in the document control system, in that obsolete procedures are not being withdrawn from use. On receipt of the formal audit report, the management representative should do which of the following?

  A. Retrain all document control personnel in their responsibilities
  B. Advise senior management that corrective action is not required, since none of the obsolete procedures applies to the current contract
  C. Ask the document control manager to form a corrective action team to investigate and resolve the nonconformance
  D. Ask the document control clerk why the established procedure was not followed
  C. Ask the document control manager to form a corrective action team to investigate and resolve the nonconformance

• Question 685:

  Which of the following tools or techniques focuses on planning rather than results?

  A. Statistical process control
  B. Cause and effect diagrams
  C. Pareto chart
  D. Quality function deployment
  D. Quality function deployment

• Question 686:

  Which of the following training methods requires the greatest amount of monitoring in order to control variation?

  A. Computer-based training
  B. On-the-job training
  C. Classroom lecture
  D. Simulator training
  B. On-the-job training

• Question 687:

  Which of the following approaches best describes a customer focused organization that involves continual improvement of all aspects of the organization?

  A. JIT manufacturing
  B. Total quality management
  C. Quality assurance
  D. Quality function deployment (QFD)
  B. Total quality management

• Question 688:

  Which of the following statements describes self-managed teams?

  A. Workgroups that operate in a highly independent manner
  B. Workgroups that operate with a goal to complete a specific task
  C. Workgroups from two or more functional areas that support the same product or service line but work independently of each other
  D. Two or more workgroups that are independent but geographically separated
  A. Workgroups that operate in a highly independent manner

• Question 689:

  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.
  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.

• Question 690:

  An important benefit of using an internal change agent versus an external change agent is to:

  A. Guarantee reduction of the cycle time for quality improvement because the internal change agent already knows what needs to be done and how to do it.
  B. Set more goals for improvement because the internal change agent has a greater interest in the outcome.
  C. Gain greater support for change from a respected leader who under- stands the company's key business factors and the need for change.
  D. Better protect the needs of all stakeholders by providing feedback to top management that is nonthreatening and more objective.
  C. Gain greater support for change from a respected leader who under- stands the company's key business factors and the need for change.