Question 1

A good tool to use in managing multiple-customer requirements is a:

Options :

A : house of quality matrix

B : process control chart

C : Pareto chart by customer type

D : customer segmentation study

Answer: A

Question 2

An ISO 9001 compliant company can drive organization-wide improvements effectively by:

Options :

A : deploying a contract review process

B : documenting procedures

C : acting on the results of quality systems audits

D : training employees in statistical process control

Answer: B

Question 3

When an organization is developing a supplier certification process, what type of suppliers should be examined first?

Options :

A : Long-term suppliers with good product quality

B : Long-term suppliers with quality product problems

C : New suppliers

D : Suppliers that provide non-critical parts

Answer: A

Question 4

Which of the following customer segmentation factors would a company use to develop a "frequent buyer” program for its products?

Options :

A : Geography

B : Service requirements

C : Volume of business

D : Demographics

Answer: C

Question 5

Which of the following factors is critical in the selection of an effective training delivery method?

Options :

A : The trainees

B : The training manual

C : The training material

D : The training plan

Answer: A