CMQ-OE 무료 덤프문제 온라인 액세스

In order for metrics to be useful in measuring quality projects and initiatives, the metrics must be

• A.able to qualify all aspects of a process
• B.presented in a way that allows actions to be taken
• C.derived from a large population
• D.used to establish acceptability limits for a product

Which of the following tools is used to determine whether special cause variation exists in a process?

• A.Control chart
• B.Fishbone diagram
• C.Pareto chart
• D.Cause and effect diagram

A company should take which of the following actions to identify customer expectations?

• A.Fulfill customer needs for quality products
• B.Benchmark the competition
• C.Measure customer complaints
• D.Survey customers regarding satisfaction

A process engineer has calculated that the purchase of a new $150.000 cutter for machines would enable the assembly area to increase output by 30% or more, without additional resource cost. The purchase would exceed the quality budget for the year but would reduce the total operating cost of the assembly department. If the process engineer, the quality manager, and the manager of the machining department collaborate to decide whether to buy the new cutter, they would be using which of the following type of management styles?

• A.Total quality management
• B.Functional management
• C.Management by objective
• D.Cross-functional management

If lack of access is identified as a major problem in providing excellent customer service, which of the following solutions would be most effective?

• A.Providing more information to the customer through the billing process
• B.Increasing the hours of operation of customer service
• C.Returning customer calls within 24 hours
• D.Improving customer-relations training for frontline employees