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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: 2014-07-23
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NO.1 Management's goal is to continually improve customer service and satisfaction. Their actions
include the following. Which of these actions is least likely to help achieve the goal?
A. Provide for positive reinforcement to employees who are trying to satisfy customers.
B. Encourage and support cooperation and conformance to quality standards amongst internal
customers.
C. Establish an employee suggestion box system.
D. Ensure that employees have the training, information, and physical things they need to do their
jobs well.
Answer: C
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NO.2 From the following pairs, select the most critical factors relating to training:
A. Support is derived from the strategic plan and the personal commitment and involvement of top
management.
B. Top management commitment and employee acceptance of the need for training.
C. What training is needed and when.
D. Who will deliver training and to whom.
Answer: A
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NO.3 Scenario planning is used for:
A. Deciding which continuous improvement project recommendations to implement first.
B. Determining which method of financial analysis to use.
C. Envisioning several alternative strategic viewpoints.
D. Analyzing the results of a SWOT analysis.
Answer: C
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NO.4 Which of the following best describes the differences between crossfunctional and matrix
organizations?
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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NO.5 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.6 Quality function deployment looks at the relationship between all but which of the following
components?
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.7 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.8 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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