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Exam Code: CMQ-OE
Exam Name: Certified Manager of Quality/Organizational Excellence Exam
Free One year updates to match real exam scenarios, 100% pass and refund Warranty.
CMQ-OE Actual Test Total Q&A: 175 Questions and Answers
Last Update: 2014-08-21

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NO.1 Typical tools used as aids in selecting members for a process improvement team are:
A. DiSC and MBTI.
B. MBTI and process mapping.
C. Root cause analysis and fishbone chart.
D. Brainstorming and affinity diagram.
Answer: A

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NO.2 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.
Answer: C

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NO.3 The first step in a successful customer satisfaction program is to:
A. Hire and train qualified staff and reward them based on performance.
B. Get to know the customers' most pressing needs.
C. Develop a strategic alliance/partnership with key customers.
D. Get management commitment to a focus on customers.
Answer: D

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NO.4 Which of the following is true?
A. Training to be delivered via an in-house intranet is likely to be more costly to develop than
classroom-type training.
B. Training embedded in a transaction-processing computer program is usually ineffective as well as
annoying to operators.
C. A printed training workbook serves only one purpose-documentation of textual content.
D. OJT is how an "old hand" teaches a new hire how things are done-it involves no structure or
instructional standards.
Answer: A

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NO.5 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
Answer: D

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NO.6 Which of the following best describes the differences between crossfunctional and matrix
organizations?
A. Cross-functionals deal with companywide issues, whereas matrices focus on specific projects.
B. Cross-functionals are often temporary, whereas matrices are permanent.
C. Cross-functionals deal with internal groups, whereas matrices deal with external groups.
D. Cross-functionals usually consist of personnel with technical skills, whereas matrices usually
consist of high-level functional executives.
Answer: A

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NO.7 A small chain of five retail stores has just completed its initial strategic planning and wishes to
determine the effectiveness of its plans for the first year. They should track and measure:
A. Results from action plans.
B. Frequency of application of the quality policy.
C. Attainment of the strategic objectives.
D. Organization goals.
Answer: C

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NO.8 A facilitator notices that the team jumps to conclusions after only one or two members have
stated their opinion.
The facilitator should:
A. Tell the team to have a nonbinding vote before beginning a discussion, which will make each
person's view apparent.
B. Ask the team to fill out a questionnaire rating themselves on effective group process.
C. Tell the quiet members they need to speak out.
D. Ask what the impact will be on the team if they don't adequately discuss issues.
Answer: D

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Exam Code: CMQ-OE
Exam Name: Certified Manager of Quality/Organizational Excellence Exam
Free One year updates to match real exam scenarios, 100% pass and refund Warranty.
CMQ-OE Exam Prep Total Q&A: 175 Questions and Answers
Last Update: 2014-07-29

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NO.1 A work team has identified three software packages that will help them dramatically improve
a process and needs to decide which to purchase. Each package has some of the same and some
different features and there are many different criteria that need to be used in making the decision.
Which of the following tools is likely to be most valuable for helping the team decide?
A. Priorities matrix
B. Tree diagram
C. Matrix diagram
D. Activity network diagram
Answer: A

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NO.2 In a typical organization, there are many different strategies and people put their focus where
it seems best placed, but this may not agree with what is actually expected or desired. A possible
solution for such a situation is:
A. To ensure the strategic and operational plans clearly indicate the priorities and strategies for the
organization
B. To communicate, communicate, and communicate!
C. To ensure that authority levels are clearly spelled out for typical situations
D. To have employees go outside the organizational walls
Answer: B

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NO.3 Which of the following is true?
A. Training to be delivered via an in-house intranet is likely to be more costly to develop than
classroom-type training.
B. Training embedded in a transaction-processing computer program is usually ineffective as well as
annoying to operators.
C. A printed training workbook serves only one purpose-documentation of textual content.
D. OJT is how an "old hand" teaches a new hire how things are done-it involves no structure or
instructional standards.
Answer: A

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NO.4 Scenario planning is used for:
A. Deciding which continuous improvement project recommendations to implement first.
B. Determining which method of financial analysis to use.
C. Envisioning several alternative strategic viewpoints.
D. Analyzing the results of a SWOT analysis.
Answer: C

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NO.5 A facilitator notices that the team jumps to conclusions after only one or two members have
stated their opinion.
The facilitator should:
A. Tell the team to have a nonbinding vote before beginning a discussion, which will make each
person's view apparent.
B. Ask the team to fill out a questionnaire rating themselves on effective group process.
C. Tell the quiet members they need to speak out.
D. Ask what the impact will be on the team if they don't adequately discuss issues.
Answer: D

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NO.6 Quality function deployment looks at the relationship between all but which of the following
components?
A. Customer wants/needs
B. Company product/process characteristics
C. Competitor product performance
D. Customer service training requirements
Answer: D

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NO.7 The first step in a successful customer satisfaction program is to:
A. Hire and train qualified staff and reward them based on performance.
B. Get to know the customers' most pressing needs.
C. Develop a strategic alliance/partnership with key customers.
D. Get management commitment to a focus on customers.
Answer: D

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NO.8 Which of the following best describes the differences between crossfunctional and matrix
organizations?
A. Cross-functionals deal with companywide issues, whereas matrices focus on specific projects.
B. Cross-functionals are often temporary, whereas matrices are permanent.
C. Cross-functionals deal with internal groups, whereas matrices deal with external groups.
D. Cross-functionals usually consist of personnel with technical skills, whereas matrices usually
consist of high-level functional executives.
Answer: A

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NO.1 Customer requirement #3 has a ______________ relationship with technical feature #3.
A. strong
B. moderate
C. weak
Answer: B

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NO.2 Causes in a cause and effect diagram often include management, measurement systems, mother
nature and the four standard causes:
A. man, material, methods, machines
B. man, manufacturing, methods, material
C. marketing, methods, material, machines
D. man, material, millennium, machines
E. none of the above
Answer: A

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NO.3 SWOT is an acronym for:
A. strengths, weaknesses, opportunities, threats
B. statistics without tables
C. sensory Weibull ordinal tools
D. success wields optimal teams
E. none of the above
Answer: A

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NO.4 A quality leader who did extensive work with Japanese industry is:
A. Juran
B. Ishikawa
C. Deming
D. Ohno
E. Taguchi
F. all of the above
G. none of the above
Answer: F

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NO.5 The leader in the quality movement who recommended that organizations ° e li m i na t e nu m e ri ca l quo t as
for the work force and numerical goals for management. ± :
A. Juran
B. Ishikawa
C. Crosby
D. Feigenbaum
E. Taguchi
F. none of the above
Answer: F

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NO.6 In a series of linked processes and associated feedback loops the product or service flows ________
and the information flows ________.
A. rapidly, slower
B. downstream, upstream
C. evenly, digitally
D. sooner, later
E. to the customer, from the supplier
F. none of the above
Answer: B

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NO.7 This is an example of part of a:
A. QFD Matrix
B. Activity Network Diagram
C. Interrelationship Diagram
D. Affinity Diagram
Answer: A

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NO.8 Customer segmentation refers to:
A. dividing a particular customer into parts that are more easily understood
B. grouping customers by one or more criteria
C. maintaining secure customer listings to minimize communication among them
D. eliminating or °cu tti ng o f ¡± cu st om ers w i th po o r cr e d it histor
Answer: B

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NO.9 The word °cha m p i o ¡± in t h e co nt e x t o f S ix Si gm a proj e cts refers to
A. the team that has had the most impact on the bottom line.
B. the person who has coordinated teams most effectively
C. the individual who has outpaced all others in six sigma knowledge
D. none of the above
Answer: D

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NO.10 The quality leader responsible for the term Total Quality Management (TQM):
A. Juran
B. Ishikawa
C. Crosby
D. Feigenbaum
E. Taguchi
F. none of the above
Answer: D

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NO.11 A team has been asked to reduce the cycle time for a process. The team decides to collect baseline
data. It will do this by:
A. seeking ideas for improvement from all stakeholders
B. researching cycle times for similar processes within the organization
C. obtaining accurate cycle times for the process as it currently runs
D. benchmarking similar processes outside the organization
Answer: C

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NO.12 Perform a risk analysis to determine the expected profit or (loss) from a project which has four possible
disjoint outcomes: Outcome A shows a profit of $340,000 and has a probability of 0.25 Outcome B shows
a profit of $120,000 and has a probability of 0.40 Outcome C shows a loss of $40,000 and has a
probability of 0.10 Outcome D shows a profit of $100,000 and has a probability of 0.25 .?
A. $130,000
B. $520,000
C. $154,000
D. ($168,000)
E. none of the above
Answer: C

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NO.13 The quality leader most associated with the concept of robustness:
A. Juran
B. Ishikawa
C. Crosby
D. Feigenbaum
E. Taguchi
F. none of the above
Answer: E

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NO.14 The support for an important quality initiative was lacking in congress until Reagan ¯ s Seretary of
Commerce was killed in a horseback riding accident in 1987. That initiative was:
A. assigning National Institute for Standards and Technology (NIST) quality oversight duties
B. °consensus o f t he H ous ¡± pr o cl am a t i o n fo r De m i g¡¯ s 14 po i n t s C . nging National Bureau of
Standards to NIST.
D. authorizing the American National Standards Institute (ANSI) to join with the International Standards
Organization (ISO) to promulgate standards.
E. none of the above.
Answer: E

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NO.15 George is an employee of Black, Inc. John is George ¯ s i n t e r na l cus t o m e r. W h i ch s t a t e m en t i s tr ue?
A. John is employed by Black, Inc.
B. John is employed by another company that supplies material to Black, Inc.
C. John is employed by a company that purchases material from black, Inc.
D. John is employed by another company that has a fiduciary agreement with Black, Inc.
E. John is employed by another company as an internal auditor.
Answer: A

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Exam Code: CQA

Exam Name: ASQ (Quality Auditor Exam)

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NO.1 An audit trail is necessary in order to
A. schedule and budget for audit assignments
B. show how and when items were reviewed
C. provide management with justification for an audit
D. provide the audit manager with audit results
Answer: B

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NO.2 A root cause of a nonconformance is defined as a problem that
A. is discovered by conducting designed experiments
B. is established through the use of fishbone diagrams
C. must be reviewed by the material review board
D. must be corrected in order to prevent a recurrence
Answer: D

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NO.3 When lower-tier documents are compared to higher-tier documents before the fieldwork
starts, the
comparison is called a
A. desk audit
B. process audit
C. conformance audit
D. management audit
Answer: A

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NO.4 Which of the following audit strategies is a common technique to assess compliance to a
specific
requirement at all locations where that requirement is applicable?
A. Discovery method
B. Element method
C. Department method
D. Process method
Answer: B

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NO.5 Which of the following conclusions can be made by an auditor who observes that statistical
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regularly completed throughout the plant?
A. Commitment of management to quality is strong
B. Processes are being improved continually
C. Shop floor staff have been fully trained
D. SPC charts are available
Answer: D

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Exam Code: CQE

Exam Name: ASQ (Quality Engineer Exam)

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NO.1 Information that is received by upper management, is often distorted. Which of the following
actions is effective in countering this problem?
. Stop killing the messenger.
. Establishing an open door policy.
. Practice management by walking around.
A. Ionly
B. IandIIonly
C. IandIIIonly
D. I,IIandIII
Answer: D

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NO.2 During the building phase of improvement team development, which of the following properly
describes team activities?
. The team leader is usually directive.
. The team leader often delegates tasks.
. Team members prioritize and perform duties.
. Team members are uncertain of their duties.
A. IIandIIIonly
B. I,IIandIIIonly
C. IandIV only
D. II,IIIandIV only
Answer: C

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NO.3 Which of the following quality gurus was very critical of merit-pay and individual bonuses?
He discouraged management by objectives and the ranking of employees by performance.
A. Dr. Juran
B. Dr. Deming
C. Dr. Taguchi
D. Dr. Feigenbaum
Answer: B

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NO.4 What are the major disadvantages of having an improvement team that is too large?
. Difficulty in having constructive input from the entire group.
. Difficulty in arriving at consensus.
. Difficulty in finding large meeting facilities.
. Difficulty, on the part of the recorder, in keeping up with more paperwork.
A. Ionly
B. IandIIonly
C. I,IIandIIIonly
D. I, II,IIIandIV
Answer: B

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NO.5 Which of the following is the BEST method to developing materials for a training program on
the
gaps in performance?
A. Secure a workshop trainer.
B. Review a record of activities.
C. Set up a one shot case study.
D. Allocate employees for training.
Answer: B

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NO.6 Benchmarking might be defined as any of the following EXCEPT:
A. A process for rigorously measuring your performance versus the best-in-class companies.
B. A standard of excellence or achievement against which other similar things must be measured
orjudged.
C. Comparing the performance of one company to a set of standards and then to
another'sperformance.
D. The search for best industry practices that lead to superior performance.
Answer: C

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NO.7 Which of the following is NOT considered a prevention cost?
A. Writing operating procedures.
B. Training.
C. Data acquisition and analysis.
D. Calibrating test equipment.
Answer: D

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NO.8 An improvement in quality costs is MOST clearly indicated when:
A. Appraisal and failure costs drop.
B. Prevention costs increase.
C. Total quality costs fall below 15% of total sales.
D. Management objectives are met.
Answer: D

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NO.9 In most cases, an improvement team facilitator will NOT normally:
A. Be familiar with problem solving techniques.
B. Provide feedback to the group.
C. Function as the group leader.
D. Summarize key ideas generated by the group.
Answer: C

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NO.10 The ideal results of a quality training effort would NOT include which of the following?
A. Increased cost-of-quality results.
B. Improved working methods and morale.
C. Increased productivity and job satisfaction.
D. Reduced defects and employee turn-over.
Answer: A

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