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NO.1 Which of the following are proactive sources of customer information?
I.
Claims/refunds
II. Technical services provided as part of the total product
package
III. Monitoring of broad market trends
IV.
Observing customers
using the product or service
A.II only
B.IV only
C.I and III
only
D.III and IV only
Answer: D
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
NO.3 From the following pairs, select the most critical factors
relating to training:
A. Support is derived from the strategic plan and the
personal commitment and involvement of top
management.
B. Top management
commitment and employee acceptance of the need for training.
C. What training
is needed and when.
D. Who will deliver training and to whom.
Answer:
A
NO.4 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
NO.5 An external risk factor that might need to be considered when
conducting project planning is:
A. Lack of resources.
B. Regulatory
requirements.
C. Organizational rules.
D. Technological
capabilities.
Answer: B
NO.6 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
NO.7 Although an
organization may have clearly communicated plans and have good
cross
functional relationships but because of vertical communication
alignment of goals and activities is
often slower. A possible solution to
this issue 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: C
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
I.
Claims/refunds
II. Technical services provided as part of the total product
package
III. Monitoring of broad market trends
IV.
Observing customers
using the product or service
A.II only
B.IV only
C.I and III
only
D.III and IV only
Answer: D
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
NO.3 From the following pairs, select the most critical factors
relating to training:
A. Support is derived from the strategic plan and the
personal commitment and involvement of top
management.
B. Top management
commitment and employee acceptance of the need for training.
C. What training
is needed and when.
D. Who will deliver training and to whom.
Answer:
A
NO.4 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
NO.5 An external risk factor that might need to be considered when
conducting project planning is:
A. Lack of resources.
B. Regulatory
requirements.
C. Organizational rules.
D. Technological
capabilities.
Answer: B
NO.6 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
NO.7 Although an
organization may have clearly communicated plans and have good
cross
functional relationships but because of vertical communication
alignment of goals and activities is
often slower. A possible solution to
this issue 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: C
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