Exámenes complementarios al examen general de conocimientos P. Reyes / Julio 2005
1. Administración de la calidad
Leadership
1. Employee satisfaction is important because it generates
I. Better Productivity
II. Better quality
III. All people are important
IV. Employees deal with problems
a. I, II and III only
b. I and II only
c. II, III and IV only
d. I, II, III and IV
2. In obtaining Total Customer Satisfaction, management should NOT do this activity:
a. Use employee involvement and teamwork
b. Encourage team competition
c. Encourage sacrificing for the team
d. Coordinate efforts of the departments
3. Project management organizational structure is most similar to:
a. Traditional hierarchial management
b. Functional line management
c. Matrix management
d. Product line management
4. Facilitators do NOT normally:
a. Act as group leader
b. Summarize group ideas
c. Provide feedback to the group
d. Know problem solving
5. Team success is most dependent on which one of following?
a. The team leader
b. Team members having full knowledge of the fishbone technique
c. Active support by mid-managers
d. Policy support by top management
6. In order to instill an employee with the desire to perform to his/her optimum ability, which of the following recognition has been found effective for most people?
a. Recognition by issuance of monetary award
b. Verbal recognition publicly
c. Private verbal recognition
d. Public recognition, plus non-monetary award
7. Which of the following is typical action descriptions used in conflict resolutions?
a. Divergent, differential, discrepancy, disparity
b. Interpersonal, intrapersonal, intergroup, intragroup
c. Accommodating, avoiding, collaborating, compromising
d. Forming, storming, norming, performing
8. Which of the following would be considered the three most important team roles?
a. Member, supervisor, manager
b. Leader, member, timekeeper
c. Facilitator, consultant, member
d. Facilitator, member, recorder
9. In today’s operating environment, which organizational structure would be most appropriate for a small company?
I. Horizontal
II. Wide
III. Product
IV. Matrix
a. I and II only
b. I, II and III only
c. I and IV only
d. II, III and IV only
10. What roles are needed for a change process to be successful?
I. A catalyst
II. A sponsor
III. A CEO
IV. An Accountant
a. I only
b. II and III only
c. I and II only
d. I, III and IV only
11. The modern trend in most industries is to :
a. Have the quality function organized under umbrella of a principal direct function of the company
b. Give quality departments equal authority to major functions
c. Reduce the role of quality functions in the company
d. Separate the legal aspects of quality from other quality functions
12. For the quality function, which problem area would NOT be a organizational wide issue?
a. Team building issues
b. Quality cost data
c. Quality planning
d. Inspection results
Strategy Development
1. Strategic management planning should include external environmental variables EXCEPT for:
a. Legal change
b. Unexpected war
c. Political change
d. Competition
2. Benchmarking is normally undertaken by company or organization for the purpose of:
I. Finding a leader in an area felt to be deficient
II. Developing methods of measuring performance
III. Identifying the gap between the present and the desired performance
a. I only
b. II only
c. II and III only
d. I, II and III
3. In planning for quality, an important consideration at the start is:
a. The relation of the total cost of quality to the net sales
b. The establishment of a company quality policy or objective
c. Deciding precisely how much money is to spent
d. The selling of the quality program to top management
4. How is strategic business plans developed?
a. By the upward communication of teams
b. Bye the efforts of a strategic planning staff
c. By the top management staff
d. From collected data from external sources
5. The difference between strategic quality goals and the strategic business plan is that:
a. Strategic quality goals are often a lower tier that the strategic business plan
b. They are determined by top management only
c. They may offer conflicting priorities
d. They are based on priorities given by all levels of the company
6. In an organization, whose job is quality?
I. Feigenbaum, states “it may become nobody’s job”
II. Everybody’s job is quality
III. The quality department’s
a. I only
b. I and II only
c. III only
d. I, II and III
7. Performance data is collected from many sources: Data monitoring of the process, customer feedback, inspection personnel, operations personnel, staff specialists and the like. How should we treat the data?
a. Be sure instruments are always calibrated
b. Develop a measurement system
c. Remember Dr. Deming’s “true value” statement
d. Use experts to carefully analyze the data
8. Methods to develop understanding of total quality success do NOT include:
a. Hiring a consultant to install total quality
b. Attending workshops on quality
c. Having in-house study groups on quality
d. Reading case studies of other companies involved in total quality
9. A SWOT analysis is an easy way for a company to evaluate itself and plan strategy. A key concern is:
a. Lack of resources to do an analysis
b. Situations changing over time
c. Lack of objectively in the analysis
d. Lack of planned change
10. If a company fails to meet their quarterly projected sales and profit forecasts, which of the following stakeholders groups would be least affected?
a. Suppliers
b. Stockholders
c. Employees
d. Society
11. Listed below are four assessment categories:
I. Leadership
II. Structure
III. Relationships
IV. Rewards
How many of the above items would be included on both a through behavioral and technical assessment?
a. Three ( I, II and III only)
b. Two (I and III only)
c. Two ( II and IV only)
d. Four ( I, II, III and IV)
12. For organizations within the United States, compliance with the OSHA requirements is:
a. Mandatory according to the Code of Federal Regulations
b. Desirable, but nor legally required
c. Partially waived in selected states
d. Enforced by the EPA
Quality Management Tools
1. Benchmarking may be a key element for improvement? What could possibly be wrong with it?
a. Benchmarking too many companies
b. Benchmarking too few companies
c. Just copying processes
d. Reducing creativity
2. The concept behind PDCA is:
a. The Deming/Shewart cycle
b. Process flow
c. Continual improvement
d. Satisfying suppliers
3. A process control chart would be effective in displaying:
a. Parallel decision events
b. Decision making steps
c. Out of control processes
d. The current sequence of events
4. New quality management tools are being used to help the problem solving process. Which tool provides a ranking of options for review?
a. Interrelationship diagraph
b. Affinity diagram
c. Activity network diagram
d. Prioritization matrices
5. Review of purchase orders for quality requirements falls into which one of the following quality cost segments?
a. Prevention
b. Appraisal
c. Internal Failures
d. External failures
6. In developing a chart to plot a course of action, with many of the events or milestones unknown, which new quality tool would be used?
a. Process decision program chart
b. Activity network diagram
c. Matrix diagram
d. Affinity diagram
7. Quality cost analysis has shown the appraisal costs are apparently too high in relation to sales. Which of the following actions probably would NOT be considered in pursuing this problem?
a. Work sampling in inspections and test areas
b. Adding inspectors to reduce scrap cost
c. Pareto analysis of quality costs
d. Considering elimination of some test operations
8. Which of the following concepts would be useful in reducing a production bottleneck that occurs when a tool change is necessary?
a. JIT
b. SMED
c. Poka-Yoke
d. Kanban
9. Variance is:
a. The difference between actual and assumed values
b. The square root of the standard deviation
c. The square of the standard deviation
d. The standard error of the mean
10. A control chart is used for the primary purpose of:
a. Setting specifications and tolerances
b. Comparing operations
c. Determining stability of a process
d. Accepting or rejecting a lot of material
11. The variation of an observed score of a test instrument (survey) should be small in size. The observed score is comprised of:
I. Precise score
II. Variation score
III. True score value
IV. Error value
a. I only
b. II only
c. III and IV only
d. III and IV only
12. Factors to consider when selecting a process goal to monitor include:
I. Business impact
II. Employee prestige
III. Performance status
IV. Customer awareness
V. Changeability index
a. I, II and IV only
b. I, III and V only
c. II, III and IV only
d. II, IV and V only
Customer- Focused Organizations
1. In face to face contact between the service customer and the contact employee, how does the customer gain most of their knowledge?
a. Body language
b. Tone of voice
c. Listening to the words
d. Seeing the information in writing
2. An intermediate user for used text books is:
a. The book buying student
b. The bookstore
c. The book publisher
d. The college classroom
3. Training of customers:
I. Can lead to a reduction in complaints
II. Seldom is worthwhile in term of benefits and costs
III. Increases product loyalty
IV. Is a source for product improvements and market trends
a. I and IV only
b. II only
c. II and III only
d. I, III and IV only
4. What is the most important consideration for customer who stay with a company?
a. Product quality
b. Service quality
c. Prompt service
d. Courteous technicians
5. What does “the voice of the customer” refers to:
a. Customer callings
b. Analysis of complaint cards
c. Listening to the customer
d. Focus group feedback
6. The collection of customer data is often important to a manager’s status or ego. What can be done?
a. Allow the manager to approve any release of customer data
b. Limit access to the customer data
c. Form across functional team to design the survey
d. Do nothing if it offends the manager
7. A product failure in the customer’s hands is bad for the company. Why do only 4% of the customers normally file a complaint?
a. The product guarantee takes care of the product
b. A warranty is in place on the product
c. It is a minor inconvenience
d. They don’t think it will do any good
8. Customer expectations follow which hierarchy of needs?
I. Expected
II. Basic
III. Unanticipated
IV. Desired
a. II, I, IV, III
b. III, I, II, IV
c. IV, II, I, III
d. I, II, III, IV
9. A study on best customer satisfaction practices suggests this principle:
a. Use proper sampling methods to collect data
b. Use consultant designed survey forms
c. Use multiple instruments to collect data
d. Use good equipment for sampling
10. How should the value of a customer best be measured?
a. Current volume contribution
b. Loyalty
c. Lifetime worth
d. Retention length
11. There are problems associated with providing a bad experience to a customer. The customer can turn on you. A term associated with this is:
a. Defector
b. Terrorist
c. Marginal
d. Piranha
12. On surveys from customers, what do high customer satisfaction members NOT indicate?
a. Customer satisfaction
b. Customer service
c. Customer loyalty
d. Product quality satisfaction
Supplier Performance
1. The existence of a quality control manual at your key supplier means:
a. That a quality system has been developed
b. That a quality system has been implemented
c. That the firm is quality conscious
d. That the firm is a certified supplier
2. The most important step in vendor certification is to:
a. Obtain copies of the vendor’s quality manual
b. Familiarize the vendor with quality requirements
c. Analyze the vendor’s first shipment
d. Visit the vendor’s plant
3. When does a partnership start with a customer?
a. When the supplier searches for a customer and renders a proposal
b. When the supplier is the low cost producer
c. When the supplier has a Total Quality effort underway
d. When the supplier has their operations in order
4. The most desirable method of evaluating a supplier is:
a. A history evaluation
b. A survey evaluation
c. A questionnaire
d. Discussion with the quality manager
5. A supplier wishing to become QS-9000 registered must show competence and evidence in all of the following, EXCEPT for:
a. Having automotive customers
b. Measurement system analysis
c. Production part approval process
d. Advanced product quality planning
6. A system that results in the identification of a nonconformance and then applies that solution to other similar areas in the company is called:
a. Preventive action sequence
b. Corrective action sequence
c. Standardization
d. Prevention Technique
7. The new ISO 9001:2000 standard will have a focus on:
I. Controlling the processes that satisfy the customer
II. An implied zero defects system
III. Controlling the processes to produce a conforming product
IV. An extensive product verification process
a. I only
b. I and III only
c. II, III and IV only
d. I, II, III and IV
8. Which of the following would NOT be a modern supplier expectation from their major customer?
a. Involvement in new product development
b. Extending more cooperation
c. Maintaining existing receiving inspection methods