Question 1

In the development of a quality improvement plan, which of the following steps should be taken first?

Options :

A : Document the plan

B : Evaluate current process performance

C : Verify the expected results of the plan

D : Decide what changes need to be made

Answer: D

Question 2

A way to ensure a near 100 percent response rate for a survey is to conduct the survey with the group targeted for study at a time and place when everyone in the group is present and everyone is required to complete the survey. There may still be problems possible with this approach that could cause poor decisions to be made from false data, such as:

I: Some persons may refuse to take the survey or they may intentionally corrupt their answers if they resent the method used.

II: Some persons may find that the pressure of having to complete the survey without lagging behind most of the group may distort or inhibit clear thinking, and prevent a well-thought-through response.

III: In their haste to get it over with, some respondents, without thought, may just randomly answer the questions.

IV: Even though response documents may not show respondent identification, some respondents may feel they have to furnish the answers they think management wants to see.

Options :

A : IV only

B : II and III only

C : I only

D : I, II, III, and IV

Answer: D

Question 3

According to Deming, management by fear most often results from managers who are driven by

Options :

A : numbers

B : facts

C : improvement objectives

D : market changes

Answer: C

Question 4

A certified supplier can be described as a company whose processes and products have been investigated and the results indicate that the supplier

Options :

A : calibrates its measurement and test equipment in accordance with the ISO 17025 standard

B : produces specified products or services while reducing its investment in appraisal and prevention processes

C : has achieved superior ratings from a consumer advocacy group

D : produces products or services that consistently meet or exceed customer requirements

Answer: D

Question 5

The first step toward implementing a quality policy is to develop

Options :

A : a strategic plan

B : a documentation method

C : an improvement goal

D : a control system

Answer: D