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Exam Name: Certified Manager of Quality/Organizational Excellence Exam
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CMQ-OE Braindumps Total Q&A: 175 Questions and Answers
Last Update: 2014-07-24

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NO.1 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
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

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NO.2 Quality function deployment looks at the relationship between all but which of the following
A. Customer wants/needs
B. Company product/process characteristics
C. Competitor product performance
D. Customer service training requirements
Answer: D

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NO.3 The first step in a successful customer satisfaction program is to:
A. Hire and train qualified staff and reward them based on performance.
B. Get to know the customers' most pressing needs.
C. Develop a strategic alliance/partnership with key customers.
D. Get management commitment to a focus on customers.
Answer: D

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NO.4 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

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NO.5 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
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

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NO.6 A more accurate accounting of the costs to produce a product can be achieved with:
A. Traditional cost accounting methods
B. Activity-based costing
C. Correctly distinguishing between internal and external failure costs
D. Correctly differentiating between prevention and appraisal costs
Answer: B

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NO.7 A small chain of five retail stores has just completed its initial strategic planning and wishes to
determine the effectiveness of its plans for the first year. They should track and measure:
A. Results from action plans.
B. Frequency of application of the quality policy.
C. Attainment of the strategic objectives.
D. Organization goals.
Answer: C

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NO.8 Which of the following best describes the differences between crossfunctional and matrix
A. Cross-functionals deal with companywide issues, whereas matrices focus on specific projects.
B. Cross-functionals are often temporary, whereas matrices are permanent.
C. Cross-functionals deal with internal groups, whereas matrices deal with external groups.
D. Cross-functionals usually consist of personnel with technical skills, whereas matrices usually
consist of high-level functional executives.
Answer: A

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Posted 2014/7/25 1:17:44  |  Category: ASQ  |  Tag: CMQ-OE study guideASQ