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QUESTION NO:12
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
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 NO:21
On surveys from customers, what do high customer satisfaction numbers NOT indicate?
A. Customer satisfaction
B. Customer service
C. Customer loyalty
D. Product quality satisfaction
Answer: C
This question seeks the best negative answer choice. Most questionnaires and surveys can
measure degrees of customer satisfaction (answer a), customer service (answer b), and
product quality (answer d). Satisfied customers are not necessarily very loyal (answer c).
QUESTION NO:10
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
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:11
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
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 NO:1
The right hand side of a completed “house of quality” (HOQ) displays rankings and values
for:
A. Customer needs or desires
B. Competitive assessments or comparisons
C. Design feature measurements and importance
D. Design feature interactions
Answer: B
The subroof of a HOQ displays design features and the roof shows design feature interactions
(deliminated). The “basement” of the HOQ shows target values, or design features and
technical importance(c eliminated). The left side of the HOQ details key customer needs or
desires (a eliminated). The right side of the HOQ shows competitive assessments and/or
comparisons.
QUESTION NO:18
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
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 NO:3
The SIPOC business model helps everyone in the company see the business from an overall
process perspective. However, it does NOT:
A. Provide a framework applicable to processes of all sizes
B. Identify the few key business customers
C. Display cross-function activities in simple terms
D. Help maintain the big business picture
Answer: B
Note that a negative response is requesteD. The odd choice out is answer B Identification of
the key business customers is done by means other than a SIPOC model. The other answers
a, c and d are valid.
QUESTION NO:6
A customer satisfaction program was started on the right foot and has gone very well for the
last year or so. The company should:
A. Look to improve the program, with new customer input
B. Do nothing with the program, it\’s not broken
C. Form a manager\’s group to add new wrinkles to the program
D. Concentrate on long term customers
Answer: A
Even though the customer satisfaction program has gone well for a certain time frame, one
still must continue to listen to the customer. Answer b, to do nothing, would probably not
keep your company competitive. Answer c, forming a manager\’s group, is too restrictive. It
permits internal people to formulate external customer expectations. Answer d is too
restrictive for a variety of reasons. Lack of growth could be one of them.
QUESTION NO:20
The key difference between internal and external customers is:
A. Their interest in the product or service
B. Internal customers can influence the design of the product
C. External customers usually influence the design of the product
D. External customers best determine the true quality of the product
Answer: D
In this question, the problem is to find the best answer among the four choices. What is
unique or different? Answers a, b and c are true for both internal and external customers.
Answer d is best because the external customer\’s perception of quality really determines a
company\’s survival.
QUESTION NO:4
The organization\’s customer service program can be enhanced in many ways. One of the
ways would be:
A. Provide better procedures for customer service personnel
B. Restrict access to customer data
C. Have supervisors available to answer more questions
D. Utilize employee involvement
Answer: D
Customer service is important to an organization. To increase its effectiveness, everyone
should be involveD. This would mean all employees. Better procedures (answer a) can help.
Restricting access to customer data (answer b) is not gooD. A supervisor being available to
answer more questions (answer c) is going backwards. Employee involvement places
decision making at the level where the action occurs (answer d).
QUESTION NO:5
Having extensive industry knowledge makes upper management “experts” in customer needs
and desires. To win in the marketplace they should:
A. Authorize many new products as soon as possible
B. Start with a new marketing plan fitting customer needs
C. Develop a strategic plan for new products
D. Ask for help, because they often don\’t really know the customer
Answer: D
One can learn from the experiences of the 1970s U.S. automotive experts as they were being
pushed around by the Japanese auto makers. The U.S. auto makers knew the American
public, it was their market for 60 years. Fresh customer data is always needeD. The question
suggests that management knows it all and does not need any more information. Answers a,
b and c imply that a producer is going ahead with a marketing effort without customer input.
Answer d is correct, because of the producer\’s need for more information.
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