appendix 4 examanswers
TRANSCRIPT
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Appendix 4Simulated Certifcation Exam
Questions1. Under the Kano model, which o the ollowin is most li!el" to occur as a
result o competiti#e pressure$
a. A %asic &ualit" eature will %ecome an expected &ualit" eature.
%. An excitin &ualit" eature will %ecome an expected &ualit" eature.
c. An expected &ualit" eature will %ecome a %asic &ualit" eature.
d. Choices %. and c.
Answer' d. Competiti#e pressures orce eatures that were once excitin to %ecome
expected. A ood recent example is an air%a in a car, which was once reser#ed or
luxur" automo%iles and is now ound in most all #ehicles sold.
(. )he raph shown is interpreted as ollows
*i A.1 +raph
a. Customer satisaction is determined solel" %" the &uantit" o the
product or ser#ice deli#ered.
%. Customer wants can %e determined once and or all and used to desin
hih &ualit" products and ser#ices.
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c. Customer wants, needs and expectations are d"namic and must %e
monitored continuousl". ro#idin products or ser#ices that match the
customer-s expectations is not enouh to assure customer satisaction.
d. Customers will %e satisfed i "ou suppl" them with products and
ser#ices that meet their needs at a air price.
)he fure, %ased on the Kano odel, descri%es a situation o d"namic customer
perceptions which are in/uenced %" man" actors, includin the competition. Choice
c is correct. Studies o customer satisaction ha#e demonstrated con#incinl" that
customer satisaction is not solel" determined %" the manuacturer-s perception o
the &ualit" o the product or ser#ice0 conormance to enineerin re&uirements is
an inade&uate standard o &ualit". As the fure demonstrates, competiti#e pressure
will ma!e toda"-s wow2 eatures tomorrow-s must ha#e2 eatures. Customer
expectations tend to increase steadil" o#er time.
3. )he primar" reason or e#aluatin and maintainin sur#eillance o#er a
supplier-s &ualit" proram is to'
a. perorm product inspection at source.
%. eliminate incomin inspection cost.
c. moti#ate suppliers to impro#e &ualit".
d. ma!e sure the supplier-s &ualit" proram is unctionin eecti#el".
5hile all choices are #alid reasons or e#aluatin and maintainin sur#eillance o#er
a supplier-s &ualit" proram, choice d is the primar" reason.
4. 6ncomin7material inspection is %ased most directl" on'
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a. desin re&uirements.
%. purchase order re&uirements.
c. manuacturin re&uirements.
d. customer use o the end product.
)he !e" words aremost directly, and choice % is the %est.
8. )he most important step in #endor certifcation is to
a. o%tain copies o #endor-s hand%oo!.
%. amiliari9e #endor with &ualit" re&uirements.
c. anal"9e #endor-s frst shipment.
d. #isit the #endor-s plant.
6 the #endor isn-t amiliar with "our re&uirements, chances are he won-t meet them,
e#en i he can. Choice % is correct.
:. )he ad#antae o a written procedure is'
a. it pro#ides /exi%ilit" in dealin with pro%lems.
%. unusual conditions are handled %etter.
c. it is a perpetual coordination de#ice.
d. coordination with other departments is not re&uired.
)he onl" #alid choice is c. ;one o the others are ad#antaes o written procedures,
in act the" are amon the disad#antaes o written procedures
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=. A #endor &ualit" control plan has %een adopted0 which o the ollowin
pro#isions would "ou ad#ise top manaement to %e the least eecti#e$
a. product audits.
%. source inspection.
c. certifcate o anal"sis.
d. certifcate o compliance.
e. pre7award sur#e"s.
Answer' d.
>. )he most desira%le method o e#aluatin a supplier is'
a. histor" e#aluation.
%. sur#e" e#aluation.
c. &uestionnaire.
d. discuss with &ualit" manaer on phone.
e. all o the a%o#e.
Answer' a. An anal"sis o the #endor-s past perormance is most useul in predictin
uture concerns.
?. 5hen purchasin materials rom #endors, it is sometimes ad#antaeous to
choose #endors whose prices are hiher %ecause'
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a. materials which cost more can %e expected to %e %etter, and "ou et
what "ou pa" or.2
%. such #endors ma" %ecome o%liated to %estow special a#ors.
c. such a statement is %asicall" incorrect. Alwa"s %u" at lowest %id price.
d. the true cost o purchased materials, which should include items such
as sortin, inspection, contactin #endors and production dela"s, ma"
%e lower.
Answer' d. )he purchase price is onl" a portion o the total cost associated with the
materials. @oner7terms costs must also %e considered.
1.A &ualit" audit proram should %ein with'
a. a stud" o the &ualit" documentation s"stem.
%. an e#aluation o the wor! %ein perormed.
c. a report listin fndins, the action ta!en, and recommendations.
d. a charter o polic", o%Becti#es, and procedures.
e. a ollow7up chec! on the manaer-s response to recommendations.
)he !e" word here is %ein. Choice d descri%es acti#ities that occur at the start o a
&ualit" audit proram. )he other choices descri%e actual audit acti#ities.
11.Auditin o a &ualit" proram is most eecti#e on a'
a. &uarterl" %asis, auditin all characteristics on the chec!list.
%. periodic unscheduled %asis, auditin some o the procedures.
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c. monthl" %asis, auditin selected procedures.
d. continuin %asis, auditin randoml" selected procedures.
e. continuall" specifed time period %asis, re&uenc" adBusta%le, auditin
randoml" selected procedures.
)he %est choice is e. Auditin prorams must re/ect the conditions, which #ar" o#er
time.
1(.An inspection perormance audit is made o eiht inspectors in an area o
complex assem%l", all doin similar wor!. Se#en inspectors ha#e an a#erae
monthl" acceptance rate o >: to ?(, one inspector has an a#erae rate o
=( with approximatel" our times the dail" #ariation as the others. As
inspection super#isor "ou should, %ased on this audit,
a. promote the =( inspector as he is #er" conscientious.
%. discipline the =( inspector as he is creatin needless rewor! and
wasted time.
c. initiate a special in#estiation o inspection and manuacturin
perormance.
d. discipline the other se#en inspectors as the" are not crac!in down.2
)he audit result indicates onl" that a pro%lem exists, it tells us nothin a%out the
cause o the pro%lem. Choices a, %, and d all presume inormation that was not
i#en. )he dierence could %e in the trainin, auin, lihtin, or an" num%er
o other thins. Dnl" choice c is reasona%le.
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13.)he &ualit" audit could %e used to Bude all o the ollowin except'
a. a prospecti#e #endor-s capa%ilit" or meetin &ualit" standards.
%. the ade&uac" o a current #endor-s s"stem or controllin &ualit".
c. the application o a specifcation to a uni&ue situation.
d. the ade&uac" o a compan"-s own s"stem or controllin &ualit".
Choice c is clearl" not an appropriate acti#it" or a &ualit" audit. Qualit" audits are
intended to pro#ide inormation on undamental pro%lems, not uni&ue situations. 6
this is not immediatel" o%#ious, "ou should reread the reerence materials.
14.Audit inspectors should report to someone who is independent rom'
a. middle manaement.
%. mar!etin.
c. inspection super#ision.
d. production sta.
Dne o the uidin principles o &ualit" audit is that the" are carried out %" trained
or experienced persons who are independent, i.e. the" ha#e no responsi%ilit" or the
conduct o the acti#it" %ein audited. Sel7e#aluations and &ualit" sur#e"s are not
the same as &ualit" audits. )his principle ma!es choice c correct.
18.)he term &ualit" audit2 can reer to the appraisal o the &ualit" s"stem o'
a. an entire plant or compan".
%. one product.
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c. one maBor &ualit" acti#it".
d. an" o the a%o#e.
)he term &ualit" audit is used in a #er" %road sense, choice d is correct.
1:.ou would normall" not include data rom which o the ollowin
in#estiations in &ualit" auditin$
a. examination o all items produced.
%. examination o customer needs and the ade&uac" o desin
specifcations in re/ectin these needs.
c. examination o #endor product specifcations and monitorin
procedures.
d. examination o customer &ualit" complaints and ade&uac" o
correcti#e action.
)he purpose o an audit is to assure that an eecti#e s"stem has %een de#eloped
and is %ein ollowed. Choice a does not ft this purpose.
1=.6n order to %e eecti#e, the Qualit" Audit unction should ideall" %e'
a. an independent orani9ational sement in the Qualit" Control unction.
%. an independent orani9ational sement in the roduction Control
unction.
c. an independent orani9ational sement in anuacturin operations
unction.
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d. all o the a%o#e.
)he o%Becti#it" o the audit unction is %etter assured %" ha#in the unction report
independentl" o the roups %ein audited. Choice a pro#ides this o%Becti#it".
1>.)he ollowin are reasons wh" an independent audit o actual practice #ersus
procedures should %e perormed periodicall"' 1. ressures ma" orce the
super#isor to de#iate rom appro#ed procedures. (. )he super#isor ma" not
ha#e time or orani9ed ollow7up or adherence to procedures. 3. Super#isors
are not responsi%le or implementin procedures.
a. 1 and ( onl"
%. ( and 3 onl"
c. 1 and 3 onl"
d. 1, ( and 3
)he %est choice is a, 1 and ( onl". All other choices are incorrect since the" include
3 and 3 is not true.
1?.A Fendor Qualit" Sur#e"'
a. is used to predict whether a potential #endor can meet &ualit"
re&uirements.
%. is an audit o a #endor-s product or a desinated period o time.
c. is alwa"s conducted %" Qualit" Control personnel onl".
d. reduces cost %" eliminatin the need or recei#in inspection o the
sur#e"ed #endor-s product.
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)he correct answer is choice a. Gust how accurate this prediction is has %een
de%ated or man" "ears. Choices %, c, and d are oten untrue.
(.A &ualit" control proram is considered to %e'
a. collection o &ualit" control procedures and uidelines.
%. a step %" step list o all &ualit" control chec! points.
c. a summar" o compan" &ualit" control policies.
d. a s"stem o acti#ities to pro#ide &ualit" o products and ser#ice.
A &ualit" control proram is more than Bust procedures, lists, or polic"
summaries. 6t is the s"stem o all acti#ities that pro#ide &ualit" products and
ser#ices. Choice d is %est.
(1.A techni&ue where%" #arious product eatures are raded as to relati#e
importance is called
a. classifcation o deects.
%. &ualit" enineerin.
c. classifcation o characteristics.
d. eature radin.
)he &uestion descri%es classifcation o characteristics, choice c. )his is an essential
acti#it" whose purpose is to separate the #ital ew characteristics rom the tri#ial
man" so that an eecti#e allocation o resources is possi%le. Classifcation o deects
is also &uite common. )he prospecti#e &ualit" manaer should %e amiliar with the
concept o deect classifcations.
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((.uch manaerial decision ma!in is %ased on comparin actual perormance
with'
a. personnel ratio.
%. cost o operations.
c. num%er o complaints.
d. standards o perormance.
Answer' d. )he standard represents the minimum accepta%le le#el o perormance.
(3.5hich o the ollowin is not a leitimate audit unction$
a. 6denti" unction responsi%le or primar" control and correcti#e action.
%. ro#ide no surprises.
c. ro#ide data on wor!er perormance to super#ision or puniti#e action.
d. Contri%ute to a reduction in &ualit" cost.
e. none o the a%o#e.
Answer' c.
(4.6n man" prorams, what is enerall" the wea!est lin! in the &ualit" auditin
proram$
a. lac! o ade&uate audit chec! lists.
%. schedulin o audits Hre&uenc"I.
c. audit reportin.
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d. ollow7up o correcti#e action implementation.
Answer' d. )he implementation o the correcti#e action oten in#ol#es a #ariet" o
personnel and unctional areas, and ma" re&uire extensi#e chanes.
(8.5hat itemHsI should %e included %" manaement when esta%lishin a &ualit"
audit unction within their orani9ation$
a. proper positionin o the audit unction within the &ualit" orani9ation.
%. a planned audit approach, eJcient and timel" audit reportin and a
method or o%tainin eecti#e correcti#e action.
c. selection o capa%le audit personnel.
d. manaement o%Becti#it" toward the &ualit" proram audit concept.
e. all o the a%o#e.
Answer' e. Each o the items are essential manaement responsi%ilities.
(:.5hich o the ollowin %est descri%es the specifc acti#it"2 t"pe o audit$
a. customer oriented samplin o fnished oods.
%. e#aluation or contractual compliance o &ualit" s"stem.
c. assessment or sur#e" o potential #endor.
d. an inspection perormance audit.
e. none o the a%o#e.
Answer' d.
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(=.5hich o the ollowin techni&ues would not %e used in a &ualit" audit$
a. Select samples onl" rom completed lots.
%. Examine samples rom #iewpoint o critical customer.
c. Audit onl" those items which ha#e caused customer complaints.
d. Use audit inormation in uture desin plannin.
e. Use economic and &ualit" re&uirements to determine re&uenc" o
audit.
Answer' c.
(>.urin the pre7award sur#e" at a potential !e" supplier, "ou disco#er the
existence o a Qualit" Control anual. )his means'
a. that a &ualit" s"stem has %een de#eloped.
%. that a &ualit" s"stem has %een implemented.
c. that the frm is &ualit" conscious.
d. that the frm has a &ualit" manaer.
e. all o the a%o#e.
Answer' a. )he existence o the &ualit" manual ma" also mean the other items are
true, %ut at the least means that a s"stem was de#eloped and documented.
(?.5hich o the ollowin &ualit" s"stem pro#isions is o the least concern when
preparin an audit chec! list or the upcomin %ranch operation &ualit"
s"stem audit'
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a. drawin and print control.
%. ma!e7up o the LM Hmaterial re#iew %oardI.
c. enineerin desin chane control.
d. control o special processes.
e. cali%ration o test e&uipment.
Answer' %.
3.An audit will %e #iewed as a constructi#e ser#ice to the unction that is
audited when it'
a. is conducted %" non7technical auditors.
%. proposes correcti#e action or each item unco#ered.
c. urnishes enouh detailed acts to determine the necessar" action.
d. is eneral enouh to permit manaerial inter#ention.
Answer' c. Action can onl" %e ta!en %" the responsi%le local personnel when
suJcient inormation is pro#ided %" the audit report.
31.5hich o the ollowin is not a responsi%ilit" o the auditor$
a. repare a plan and chec!list.
%. Leport results to those responsi%le.
c. 6n#estiate defciencies or cause and defne the correcti#e action that
must %e ta!en.
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d. *ollow up to see i the correcti#e action was ta!en.
Answer' c. 6n#estiations and their correcti#e actions su%se&uent to an audit is the
responsi%ilit" o the local personnel responsi%le or the process.
3(.)o ensure success o a &ualit" audit proram, the most important acti#it" or
a &ualit" super#isor is'
a. settin up audit re&uenc".
%. maintenance o a chec!in procedure to see that all re&uired audits
are perormed.
c. ettin correcti#e action as a result o audit fndins.
d. chec!in that the audit procedure is ade&uate and complete.
Answer' c. rocess impro#ement is the o#erall o%Becti#e o the audit unction.
33.6t is enerall" considered desira%le that &ualit" audit reports %e'
a. stated in terms dierent rom those o the unction %ein audited.
%. simple %ut complete.
c. sent to the eneral manaer in all cases.
d. &uantitati#e in all cases.
Answer' %. Leportin is onl" useul when results can %e interpreted %" the
audience.
34.Classifcation o deects is most essential as a prior step to a #alid
esta%lishment o'
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a. desin characteristics to %e inspected.
%. #endor specifcations o critical parts.
c. process control points.
d. economical samplin inspection.
e. a product audit chec! list.
Answer' d. Classifcation o deects is separate rom classifcation o characteristics,
which is more closel" related to the other items.
38.Classifcation o characteristics'
a. is the same as classifcation o deects.
%. can onl" %e perormed ater product is produced.
c. must ha#e tolerances associated with it.
d. is independent o deects.
Answer' d.
3:.Characteristics are oten classifed Hcritical, maBor, etc.I so that'
a. e&ual emphasis can %e placed on each characteristic.
%. puniti#e action aainst the responsi%le indi#iduals can %e e&uita%l"
distri%uted.
c. an assessment o &ualit" can %e made.
d. a &ualit" audit is compati%le with manaement desires.
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Answer' c.
3=.A classifcation o characteristics ma!es it possi%le to'
a. separate the #ital ew2 rom the tri#ial man"2 !inds o deects.
%. direct the reatest inspection eort to the most important &ualit"
characteristics.
c. esta%lish inspection tolerances.
d. allow the inspector to choose what to inspect and what not to inspect.
Answer' %.
3>.Dne deecti#e is'
a. an item that is unaccepta%le to the inspector.
%. the same as one deect
c. a characteristic that ma" %e unaccepta%le or more than one reason.
d. an item that ails to meet &ualit" standards and specifcations.
Answer' d.
3?.6n recent months, se#eral &ualit" pro%lems ha#e resulted rom apparent
chane in desin specifcations %" enineerin, includin material
su%stitutions. )his has onl" come to liht throuh Qualit" Enineerin-s
ailure anal"sis s"stem. ou recommend which o the ollowin &ualit" s"stem
pro#isions as the %est correcti#e action'
a. esta%lishin a ormal procedure or initial desin re#iew.
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%. esta%lishin a ormal procedure or process control.
c. esta%lishin a ormal procedure or specifcation chane control
Hsometimes called an ECD or SCD s"stemI.
d. esta%lishin a ormal s"stem or drawin and print control.
e. esta%lishin a ormal material re#iew HLMI s"stem.
Answer' c. )he issues disco#ered are related to enineerin chanes.
4.5hen i#in instructions to those who will perorm a tas!, the communication
process is completed'
a. when the wor!er oes to his wor! station to do the tas!.
%. when the person i#in the instruction has fnished tal!in.
c. when the wor!er ac!nowledes these instructions %" descri%in how
he will perorm the tas!.
d. when the wor!er sa"s that he understands the instructions.
Answer' c.
41.Studies ha#e shown that the most eecti#e communications method or
transerrin inormation is'
a. oral onl".
%. written onl".
c. com%ined written and oral.
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d. %ulletin %oard.
Answer' c.
4(.)he most important reason or a chec!list in a process control audit is to'
a. ensure that the auditor is &ualifed.
%. minimi9e the time re&uired or audit.
c. o%tain relati#el" uniorm audits.
d. noti" the audited unction prior to audit.
Answer' c. Chec!lists help achie#e conormit" in audits.
43.Eecti#e super#isors'
a. see their role primaril" as one o ma!in people happ".
%. sometimes do a Bo% themsel#es %ecause the" can do it %etter than
others.
c. ha#e o%Becti#es o rowth and increased proft %" wor!in throuh
other people.
d. assume the unctions o plannin, decision ma!in and monitorin
perormance, %ut lea#e personnel de#elopment to the personnel
department.
Answer' c.
44.Essential to the success o an" Qualit" Control orani9ation is the receipt o'
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a. ade&uate and sta%le resources
%. clear and concise proBect statements
c. deleation o authorit" to accomplish the o%Becti#e
d. all o the a%o#e
Answer' d.
48.)he &ualit" unction2 o a compan" is %est descri%ed as'
a. the deree to which the compan" product conorms to a desin or
specifcation.
%. that collection o acti#ities throuh which ftness or use2 is achie#ed.
c. the deree to which a class or cateor" o product possesses
satisaction or people enerall".
d. all o the a%o#e.
)he %est choice is %.
4:.)he &ualit" assurance unction is compara%le to which o the ollowin other
%usiness unctions in concept$
a. eneral accountin.
%. cost accountin.
c. audit accountin.
d. all o the a%o#e.
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Answer' Qualit" assurance and audit accountin ha#e se#eral similarities. 6n %oth
acti#ities we see! independent #erifcation %" &ualifed auditors that an ade&uate
s"stem exists and is %ein ollowed. Choice c is correct.
4=.)he prime use o a control chart is to
a. detect assina%le causes o #ariation in the process.
%. detect nonconormin product.
c. measure the perormance o all &ualit" characteristics o a process.
d. detect the presence o random #ariation in the process.
Choice a descri%es 5alter Shewhart-s main reason or in#entin the control chart
techni&ue.
4>.6n preparin a roduct Qualit" olic" or "our compan", "ou should do all o
the ollowin except'
a. speci" the means %" which &ualit" perormance is measured.
%. de#elop criteria or identi"in ris! situations and speci" whose
appro#al is re&uired when there are !nown ris!s.
c. include procedural matters and unctional responsi%ilities.
d. state &ualit" oals.
Choice c is not appropriate material or a &ualit" polic".
4?.)he frst and most important step in esta%lishin a ood corporate &ualit"
plan is'
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a. determinin customer re&uirements
%. determinin manuacturin process capa%ilities
c. e#aluatin #endor &ualit" s"stem
d. ensurin &ualit" participation in desin re#iew
Answer' a.
8.)he most important measure o outoin &ualit" needed %" manaers is
product perormance as #iewed %"'
a. the customer.
%. the fnal inspector.
c. production.
d. mar!etin.
Answer' a.
81.6n plannin or &ualit", an important consideration at the start is'
a. the relation o the total cost o &ualit" to the net sales.
%. the esta%lishment o a compan" &ualit" polic" or o%Becti#e.
c. decidin precisel" how much mone" is to %e spent.
d. the sellin o the &ualit" proram to top manaement.
Answer' %.
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8(.A useul tool to determine when to in#estiate excessi#e #ariation in a
process is
a. 6@7S)718E.
%. a control chart.
c. ode7Lomi ADQ@ samplin ta%le.
d. process capa%ilit" stud".
Answer' %.
83.Shewhart N7%ar control charts are desined with which one o the ollowin
o%Becti#es$
a. Leduce sample si9e.
%. *ixed ris! o acceptin poor product.
c. ecide when to hunt or causes o #ariation.
d. Esta%lish an accepta%le &ualit" le#el.
Answer' c.
84.A &ualit" proram has the %est oundation or success when it is initiated %"'
a. a certifed &ualit" enineer.
%. contractual re&uirements.
c. the chie executi#e o compan".
d. production manaement.
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e. an experienced &ualit" manaer.
Answer' c.
88.)here are two %asic aspects o product &ualit"'
a. in7process and fnished product &ualit".
%. appraisal costs and ailure costs.
c. &ualit" o desin and &ualit" o conormance.
d. impact o machines and impact o men.
Answer' c.
8:.Esta%lishin the &ualit" polic" or the compan" is t"picall" the responsi%ilit"
o'
a. the mar!etin department.
%. top manaement.
c. &ualit" control.
d. the customer.
Answer' %.
8=. Complaint indices should'
a. reconi9e the deree o dissatisaction as #iewed %" the customer.
%. pro#ide a direct input to correcti#e action.
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c. not necessaril" %e %ased on feld complaints or dollar #alues o claims
paid or on ser#ice calls.
d. inore lie c"cle costs.
A #alid complaint index must somehow measure the deree o customer
dissatisaction. A mildl" dissatisfed customer ma" still %u" "our product0 an
extremel" dissatisfed customer ma" discourae others rom %u"in "our
product. )hus choice a is %est. )he onl" possi%le alternate choice is choice %. 6t
can %e arued that while complaint indices can %e used in correcti#e action, the"
don-t in and o themsel#es pro#ide direct input into this process. 6n act, the
input is oten &uite indirect.
8>.*or a t"pical month, ? anuacturin Compan" identifed and reported
the ollowin &ualit" costs'
6nspection waes O 1(,
Qualit" plannin O4,
Source inspection O(,
6n7plant scrap and rewor! O>>,
*inal product test O11,
Letest and trou%leshootin O3?,
*ield warrant" cost O(8,
E#aluation and processin o de#iation re&uests O:,
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5hat is the total ailure cost or this month$
a. O(44,
%. O181,
c. O(:1,
d. O(8,
e. O33(,
)he ailure costs consist o 6n7plant scrap and rewor! O >>,0 Letest and
trou%leshootin O3?,0 *ield warrant" cost O(8,0 )D)A@ O33(,. Choice e.
;ote' E#aluation and processin o de#iation re&uests is an appraisal cost.
8?.6 pre#ention costs are increased to pa" or enineerin wor! in &ualit"
control, and this results in a reduction in the num%er o product deects, this
"ields a reduction in'
a. appraisal costs.
%. operatin costs.
c. &ualit" costs.
d. ailure costs.
e. manuacturin costs.
*ailure costs are defned as costs related to deects0 choice d is most correct. )his
doesn-t mean that the other costs listed won-t chane too, %ut the onl" costs we
can %e sure a%out are ailure costs.
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:.)he cost o writin instructions and operatin procedures or inspection and
testin should %e chared to'
a. pre#ention costs.
%. appraisal costs.
c. internal ailure costs.
d. external ailure costs.
Choice a is correct. A natural tendenc" is to classi" these costs as appraisal costs.
erhaps it is easier to understand i one considers the case where we are writin
procedures or anal"9in feld ailures. D%#iousl" it would %e a%surd to call the cost
o de#elopin these procedures ailure costs.
:1.5hich o the ollowin acti#ities is not normall" chared as a pre#enti#e cost$
a. &ualit" trainin.
%. desin and de#elopment o &ualit" measurement e&uipment.
c. &ualit" plannin.
d. la%orator" acceptance testin.
Choice d descri%es an appraisal cost. Chares in this cateor" would include wor!
done, or example, %" Underwriter-s @a%oratories.
:(.6n selectin a %ase or measurin &ualit" costs, which o the ollowin should
%e considered$
a. 6s it sensiti#e to increases and decreases in production schedules$
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%. 6s it aected %" mechani9ation and the resultin lower direct la%or
costs$
c. 6s it aected %" seasonal product sales$
d. 6s it o#ersensiti#e to material price /uctuations$
e. all o the a%o#e.
)he answer is e. Dne o the most widespread pro%lems associated with an"
economic comparison o an indicator to a %ase is to determine whether an o%ser#ed
mo#ement in the comparison index was due to a chane in the indicator or a
chane in the %ase. Unortunatel", no eas" ormula exists to help "ou choose a
%ase.
:3.5hich o the ollowin &ualit" cost indices is li!el" to ha#e the reatest
appeal to top manaement as an indicator o relati#e cost$
a. &ualit" cost per unit o product.
%. &ualit" cost per hour o direct production la%or.
c. &ualit" cost per unit o processin cost.
d. &ualit" cost per unit o sales.
e. &ualit" cost per dollar o direct production la%or.
)op manaement is more accustomed to #iewin most costs relati#e to sales than
an" o the other indices i#en. )hus choice d is %est. Powe#er, other compan"
roups Henineerin, manuacturin, etc.I ma" fnd the costs relati#e to one o the
other indices more useul.
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:4.Le#iew o purchase orders or &ualit" re&uirements alls into which one o the
ollowin &ualit" cost sements$
a. pre#ention.
%. appraisal.
c. internal ailures.
d. external ailures.
urchase order re#iew is perormed to reduce appraisal and ailure costs, thus it is a
pre#ention cost, choice a.
:8.*ailure costs include costs due to'
a. &ualit" control enineerin.
%. inspection set7up or tests.
c. certifcation o special7process suppliers.
d. supplier anal"sis o non7conormin hardware.
)he choices can %e cateori9ed as ollows' Choice a' re#ention0 Choice %'
Appraisal0 Choice c' re#ention0 Choice d' *ailure.
::.)he %asic o%Becti#e o a &ualit" cost proram is to'
a. identi" the source o &ualit" ailures.
%. interace with the accountin department.
c. impro#e the proft o "our compan".
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d. identi" &ualit" control department costs.
)he %asic o%Becti#e o a &ualit" cost proram is proft impro#ement, choice c.
:=.Cost o cali%ratin test and inspection e&uipment would %e included in'
a. pre#ention cost.
%. appraisal cost.
c. ailure cost.
d. material7procurement cost.
Dur cost cateor" defnitions clearl" place these costs in the appraisal cateor",
choice %.
:>.6n some instances, the ordinar" cost7%alance ormula is not #alid and cannot
%e applied %ecause o the presence o #ital intani%les. Such an intani%le
in#ol#es'
a. saet" o human %eins.
%. compliance with leislation.
c. apparatus or collection o re#enue.
d. credit to mar!etin as new sales or warrant" replacements.
e. none o the a%o#e.
5hen human saet" is at issue the anal"sis must extend %e"ond cost7%eneft
relationships and include, amon other thins, discussion o moral, ethical, and
leal aspects o an" decision. Choice a is correct.
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:?.5hat is the standard de#iation o the ollowin sample 3.(, 3.1, 3.3, 3.3, 3.1$
a. 3.(
%. .>?4
c. .1
d. .4?>
e. .(
Choice c. )he a#erae is frst calculated, then the standard de#iation is calculated
usin the ormulas %elow.
n 5
i
i 1 i 1
x (3.2, 3.1, 3.3, 3.3, 3.1)16
X 3.2n 5 5
= == = = =
n 5
2 2 2 2 2 2
i
i 1 i 1
(x X) (3.2-3.2) (3.1-3.2) (3.3-3.2) (3.3-3.2) (3.1-3.2).04
s 0.01n 1 5 1 4
= =
+ + + +
= = = =
=.5hich o the ollowin is most important when cali%ratin a piece o
e&uipment$
a. cali%ration stic!er.
%. maintenance histor" card.
c. standard used.
d. cali%ration inter#al.
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6 the cali%ration standard is inade&uate the other 3 items are meaninless. Choice c
is correct.
=1.5hich one o the ollowin %est descri%es machine capa%ilit"$
a. the total #ariation o all ca#ities o a mold, ca#ities o a die cast
machine or spindles o an automatic assem%l" machine.
%. the inherent #ariation o the machine.
c. the total #ariation o#er a shit.
d. the #ariation in a short run o consecuti#el" produced parts.
Choice % is %est. 6nherent #aria%ilit" is the #ariation that remains ater all assina%le
causes o #ariation ha#e %een eliminated. 6t is oten called random #ariation.
=(.achine capa%ilit" studies on our machines "ielded the ollowin
inormation'
achine A#erae H N I Capa%ilit"
H:sI
1 1.4?8 .42
( 1.8( .:2
3 1.8 .1(2
4 1.4?> .1(2
)he tolerance on the particular dimension is 1.8R .82. 6 the a#erae
#alue can %e readil" shited %" adBustment to the machine, then the %est
machine to use is'
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a. achine 1.
%. achine (.
c. achine 3.
d. achine 4.
Since we can, %" assumption, shit the a#erae #alue, the N column can %e inored.
)hus the %est choice is the machine with the least dispersion, which is machine 1.
=3.Pow should measurement standards %e controlled$
1. e#elop a listin o measurement standards with nomenclature and
num%er or control.
(. etermine cali%ration inter#als and cali%ration sources or
measurement standards.
3. aintain proper en#ironmental conditions and tracea%ilit" o accurac"
to ;ational Mureau o Standards.
a. 1 and ( onl"
%. 1 and 3 onl"
c. ( and 3 onl"
d. 1, ( and 3
All three options are necessar" or measurement standards control0 choice d is
correct.
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=4.5hen ma!in measurements with test instruments, precision and accurac"
mean'
a. the same.
%. the opposite.
c. consistenc" and correctness, respecti#el".
d. exactness and tracea%ilit", respecti#el".
e. none o the a%o#e.
)he terms precision2 and accurac"2 can %e descri%ed usin an analo" to taret
shootin with a ri/e. 6 "our shots are closel" rouped, "our shootin can %e called
precise, reardless o how ar "our roupin is rom the %ulls e"e. 6 the %ulls e"e is
at the center o the roupin "our shootin is accurate, reardless o the scatter o
the roup. A close roupin centered at the %ulls e"e is %oth precise and accurate.
D%#iousl" precise and consistent are s"non"mous, as are accurate and correct0
choice c.
=8.Cali%ration inter#als should %e adBusted when'
a. no deecti#e product is reported as accepta%le due to measurement
errors.
%. ew instruments are scrapped durin cali%ration.
c. the results o pre#ious cali%rations re/ect ew out o tolerance2
conditions durin cali%ration.
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d. a particular characteristic on the ae is consistentl" ound out o
tolerance.
Choice d descri%es a situation where the cali%ration inter#al should %e shortened.
=:.Landom selection o a sample'
a. theoreticall" means that each item in the lot had an e&ual chance to
%e selected in the sample.
%. ensures that the sample a#erae will e&ual the population a#erae.
c. means that a ta%le o random num%ers was used to dictate the
selection.
d. is a meaninless theoretical re&uirement.
Answer' a.
==.An N7%ar and L chart was prepared or an operation usin twent" samples
with f#e pieces in each sample. N7dou%le%ar was ound to %e 33.: and L7%ar
was :.(. urin production a sample o f#e was ta!en and the pieces
measured 3:, 43, 3=, 34 and 3>. At the time this sample was ta!en'
a. %oth a#erae and rane were within control limits.
%. neither a#erae nor rane was within control limits.
c. onl" the a#erae was outside control limits.
d. onl" the rane was outside control limits.
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e. )he inormation i#en is not suJcient to construct an N7%ar and L
chart usin ta%les usuall" a#aila%le.
Answer' c. )he a#erae o the sample o f#e measurements is 3=.:0 the rane o
the f#e measurements is ?. Usin the L7%ar #alue pro#ided and the 4#alue o
(.114 or n8 Hrom Appendix AI , the UC@ Hupper control limitI o the Lane chart is
calculated as'
4R 2.114*6.2 13.11= = =RangeUCL D
)he @C@ or the Lane is 9ero. Since the calculated #alue o the rane statistic or
the f#e piece su%roup H?I alls %etween the rane control limits, the su%roup is in
control on the rane chart. Since the a#erae or the su%roup H3=.:I is larer than
the process a#erae x7dou%le%ar H33.:I, we don-t need to calculate the @C@ or the
a#erae chart to determine i this su%roup is in control on the N7%ar chart. Usin
the A( #alue o .8== or n8 rom Appendix A, the UC@ or the N7%ar chart is
calculated as'
2 33.6 (0.577*6.2) 37.18= + = + =UCL X A R
)he su%roup a#erae o 3=.: exceeds the UC@ or the N7%ar chart, so the su%roup
is out o control on the N7%ar chart.
=>.A chart or num%er o deects is called'
a. np chart.
%. p chart.
c. N chart.
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d. c chart.
Answer' d.
=?.A process is chec!ed at random %" inspection o samples o our shats ater
a polishin operation, and N and L charts are maintained. A person ma!in a
spot chec! measures two shats accuratel", and plots their rane on the L
chart. )he point alls Bust outside the control limit. Pe ad#ises the department
oreman to stop the process. )his decision indicates that'
a. the process le#el is out o control.
%. the process le#el is out o control %ut not the dispersion.
c. the person is misusin the chart
d. the process dispersion is out o control.
Answer' d. )he rane chart pro#ides inormation a%out the process dispersion. A
su%roup plotted a%o#e the calculated upper control limit on the rane chart
indicates the process dispersion has increased.
>.A process is in control with p7%ar .1 and n 1. )he three7sima limits
o the np7control chart are'
a. 1 and 1?
%. ?.1 and 1.?
c. .1 and .1?
d. .= and .13
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Answer' a. )he lower control limit H@C@I and upper control limit HUC@I or the np
chart are calculated as ollows'
( ) ( )3 1 (100 0.10) 3 (100 0.10) 1 0.10 1.0= = =LCL np np p
( ) ( )3 1 (100 0.10) 3 (100 0.10) 1 0.10 19.0= + = + =UCL np np p
>1.A p2 chart
a. can %e used or onl" one t"pe o deect per chart.
%. plots the num%er o deects in a sample.
c. plots either the raction or percent deecti#e in order o time.
d. plots #ariations in dimensions.
Answer' c. A p chart can %e applied to the com%ined eect o multiple deect t"pes
Hchoice aI, althouh care should %e exercised in o%tainin a rational su%roup.
Choice % reers to a c chart.
>(.)he control chart that is most sensiti#e to #ariations in a measurement is'
a. p chart
%. np chart.
c. c chart
d. N7%ar and L chart.
Answer' d. Choices a throuh c are used or attri%ute Hi.e. countI data. )he N7%ar
and L chart is a #aria%les control chart useul or measurement data.
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>3.A p7chart is a t"pe o control chart or'
a. plottin %ar7stoc! lenths rom recei#in inspection samples.
%. plottin raction deecti#e results rom shippin inspection samples.
c. plottin deects per unit rom in7process inspection samples.
d. answers a, %, and c a%o#e.
e. answers a and c onl".
Answer' %. Choice a re&uires the use o a #aria%les control chart or measurements,
such as the N7%ar and L chart. Choice c re&uires the use o a c chart or a u chart,
dependin on whether the sample si9e is constant or #aried.
>4.5hen su%roups are outside o the control limits and we wish to set up a
control chart or uture production'
a. more data are needed.
%. discard those points allin outside the control limits, or which "ou can
identi" an assina%le cause, and re#ise the limits.
c. chec! with production to determine the true process capa%ilit".
d. discard those points allin outside the control limits and re#ise the
limits.
Answer' %.
>8.ou ha#e Bust returned rom a two7wee! #acation. ou and "our QC manae
are oin o#er the control charts that ha#e %een maintained durin "our
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a%sence. Pe calls "our attention to the act that one o the N7charts shows
the last 8 points to %e #er" near the centerline. 6n act, the" all seem to %e
within a%out one sima o the center line. 5hat explanation would "ou oer
him$
a. Some%od" ooed2 in the oriinal calculation o the control limits.
%. )he process standard de#iation has decreased durin the time the last
8 samples were ta!en and no%od" thouht to re7compute the control
limits.
c. )his is a terri%le situation. 6-ll et on it riht awa" and see what the
trou%le is. 6 hope we ha#en-t produced too much scrap.
d. )his is fne. )he closer the points are to the center line the %etter our
control.
Answer' %. 6 this pattern occurred on a new control chart it would t"picall" indicate
an issue with su%roups that are not rational' )he within su%roup #ariation is much
larer than the loner7term %etween su%roup #ariation. A rational su%roup
pro%lem would not t"picall" occur sporadicall" or ater a period o time, so ater
#eri"in the method %" which the su%roups were collected durin "our a%sence
"ou would loo! or special causes that reduce process #ariation.
>:.6n which one o the ollowin is the use o an N and L chart lia%le to %e helpul
as a tool to control a process$
a. )he machine capa%ilit" is wider than the specifcation.
%. )he machine capa%ilit" is e&ual to the specifcation.
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c. )he machine capa%ilit" is somewhat smaller than the specifcation.
d. )he machine capa%ilit" is #er" small compared to the specifcation.
Answer' c. 6 the machine capa%ilit" is much wider than, or e&ual to, the
specifcation, the process will %e in statistical control e#en when the process is out
o specifcation. 6n this case, 1 inspection o the process output is re&uired to
sort the output relati#e to the specifcation.
>=.Qualit" cost trend anal"sis is acilitated %" comparin &ualit" costs with'
a. manuacturin costs o#er the same time period.
%. appropriate measurement %ases.
c. cash /ow reports.
d. the QC department %udet.
Answer' %.
>>.D the ollowin, which are t"picall" appraisal costs$
a. #endor sur#e"s and #endor aults.
%. &ualit" plannin and &ualit" reports.
c. drawin control centers and material dispositions.
d. &ualit" audits and fnal inspection.
e. none o the a%o#e.
Answer' d.
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>?.5hich o the ollowin cost elements is normall" a pre#ention cost$
a. recei#in inspection.
%. outside endorsements or appro#als.
c. desin o &ualit" measurement e&uipment.
d. all o the a%o#e.
Answer' c.
?.5hen anal"9in &ualit" cost data athered durin the initial staes o a new
manaement emphasis on &ualit" control and correcti#e action as part o a
product impro#ement proram, one normall" expects to see'
a. increased pre#ention costs and decreased appraisal costs.
%. increased appraisal costs with little chane in pre#ention costs.
c. decreased internal ailure costs.
d. decreased total &ualit" costs.
e. all o these.
Answer' %.
?1.Qualit" costs are %est classifed as'
a. cost o inspection and test, cost o &ualit" enineerin, cost o &ualit"
administration and cost o &ualit" e&uipment.
%. direct indirect and o#erhead.
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c. cost o pre#ention, cost o appraisal and cost o ailure.
d. unnecessar".
e. none o the a%o#e.
Answer' c. 6n act, these are the three main cost cateories.
?(.5hich o the ollowin %ases o perormance measurement HdenominatorsI,
when related to operatin &ualit" costs HnumeratorI, would pro#ide relia%le
indicatorHsI to &ualit" manaement or o#erall e#aluation o the eecti#eness
o the compan"-s &ualit" proram$ Qualit" costs per'
a. total manuacturin costs.
%. unit produced.
c. total direct la%or dollars.
d. onl" one o the a%o#e.
e. an" two o the a%o#e.
Answer' e.
?3.Qualit" cost data'
a. must %e maintained when the end product is or the o#ernment.
%. must %e mailed to the contractin oJcer on re&uest.
c. is oten an eecti#e means o identi"in &ualit" pro%lem areas.
d. all o the a%o#e.
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Answer' c.
?4.Dperatin &ualit" costs can %e related to dierent #olume %ases. An example
o #olume %ase that could %e used would %e'
a. direct la%or cost.
%. standard manuacturin cost.
c. processin cost.
d. sales.
e. all o the a%o#e.
Answer' e.
?8.5hen operatin a &ualit" cost s"stem, excessi#e costs can %e identifed
when'
a. appraisal costs exceed ailure costs.
%. total &ualit" costs exceed 1 o sales.
c. appraisal and ailure costs are e&ual.
d. total &ualit" costs exceed 4 o manuacturin costs.
e. )here is no fxed rule7manaement experience must %e used.
Answer' e.
?:.Qualit" cost s"stems pro#ide or deect pre#ention. 5hich o the ollowin
elements is primar" to deect pre#ention$
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a. correcti#e action.
%. data collection.
c. cost anal"sis.
d. trainin.
Answer' a.
?=.Qualit" cost anal"sis has shown that appraisal costs are apparentl" too hih
in relation to sales. 5hich o the ollowin actions pro%a%l" would not %e
considered in pursuin this pro%lem$
a. wor! samplin in inspection and test areas.
%. addin inspectors to reduce scrap costs.
c. areto anal"sis o &ualit" costs.
d. considerin elimination o some test operations.
e. comparin appraisal costs with %ases other than salesTor example
direct la%or, #alue added, etc.
Answer' %.
?>.Anal"9e the cost data %elow'
O1, Te&uipment desin
O18, Tscrap
O1>, Treinspection and retest
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O48, Tloss or disposition o surplus stoc!
O4, T#endor &ualit" sur#e"s
O4, Trepair
Considerin onl" the Qualit" Costs shown a%o#e, we miht conclude that'
a. pre#ention costs should %e decreased.
%. internal ailure costs can %e decreased.
c. pre#ention costs are too low a proportion o the &ualit" costs shown.
d. appraisal costs should %e increased.
e. nothin can %e concluded.
Answer' c.
??.)his month-s &ualit" cost data collection shows the ollowin'
Leturned material processin O1,>
AdBustment o customer complaints O4,8
Lewor! and repair O1,=
Qualit" manaement salaries O(8,
5arrant" replacement O84,8
Cali%ration and maintenance o test e&uip O(,8
6nspection and testin O(>,
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*or "our action- report to top manaement "ou select which one o the
ollowin as the percentae o External *ailure2 to )otal Qualit" Costs2 to
show the true impact o feld pro%lems$
a. (
%. 88
c. 4>
d. (4
e. >
Answer' c.
1. ou ha#e %een assined as a &ualit" manaer to a small compan". )he
&ualit" control manaer desires some cost data and the accountin
department reported that the ollowin inormation is a#aila%le. Cost
accounts are production inspection, O14,1>80 test inspection, O4,(:40
procurement inspection, O(,1?>0 shop la%or O141,:?>0 shop rewor! O1,4(0
frst article, O:=80 enineerin anal"sis Hrewor!I, O>480 repair ser#ice
HwarranteeI, O(?>0 &ualit" enineerin, O(,1=80 desin enineerin salaries,
O(41,4810 &ualit" e&uipment, O1>,=480 trainin, O(=80 recei#in la%oratories,
O3>80 underwriters la%oratories, O1,(0 installation ser#ice cost, O?,'
scrap, O1,1>(0 and cali%ration ser#ice, O=?4. 5hat are the pre#enti#e costs$
a. O3,=(=
%. O(3,=1
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c. O(3,(:
d. O3,(?8
e. O(,48
Answer' e.
11. )he percentaes o total &ualit" cost are distri%uted as ollows'
re#ention 1(
Appraisal (>
6nternal *ailure 4
External *ailure (
5e conclude'
a. 5e should in#est more mone" in re#ention.
%. Expenditures or *ailures are excessi#e.
c. )he amount spent or Appraisal seems a%out riht.
d. ;othin.
Answer' d.
1(. Dne o the ollowin is not a actor to consider in esta%lishin &ualit"
inormation e&uipment cost'
a. de%uin cost.
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%. amorti9ation period.
c. desin cost.
d. replacement parts and spares.
e. %oo! cost.
Answer' e.
13. Dne method to control inspection costs e#en without a %udet is %"
comparin as a ratio to producti#e machine time to produce the product.
a. product cost
%. compan" proft
c. inspection hours
d. scrap material
Answer' c.
14. A complete Qualit" Cost Leportin S"stem would include which o the
ollowin as part o the &ualit" cost$
a. test time costs associated with installin the product at the customer-s
acilit" prior to turnin the product o#er to the customer.
%. the salar" o a product desiner preparin a de#iation authori9ation or
material produced outside o desin specifcations.
c. cost o scrap.
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d. all o the a%o#e.
e. none o the a%o#e.
Answer' d.
18. 5hen pre#ention costs are increased to pa" or the riht !ind o
enineerin wor! in &ualit" control, a reduction in the num%er o product
deects occurs. )his deect reduction means a su%stantial reduction in .
a. appraisal costs
%. operatin costs
c. pre#ention costs
d. ailure costs
e. manuacturin costs
Answer' d.
1:. )he &ualit" cost o writin instructions and operatin procedures or
inspection and testin should %e chared to'
a. appraisal costs.
%. internal ailure costs.
c. pre#ention costs.
d. external ailure costs.
Answer' c.
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1=. 5hen anal"9in &ualit" costs, a helpul method or sinlin out the
hihest cost contri%utors is'
a. a series o inter#iews with the line oreman.
%. the application o the areto theor".
c. an audit o %udet #ariances.
d. the application o %rea!7e#en and proft #olume anal"sis.
Answer' %.
1>. 6ncluded as a pre#ention &ualit" cost2 would %e'
a. salaries o personnel enaed in the desin o measurement and
control e&uipment that is to %e purchased.
%. capital e&uipment purchased.
c. trainin costs o instructin plant personnel to achie#e production
standards.
d. sortin o nonconormin material that will dela" or stop production.
Answer' a.
1?. )he modern concept o %udetin &ualit" costs is to'
a. %udet each o the our sements' pre#ention, appraisal, internal and
external ailure.
%. concentrate on external ailures0 the" are important to the %usiness
since the" represent customer acceptance.
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c. esta%lish %udet or reducin the total o the &ualit" costs.
d. reduce expenditures on each sement.
Answer' c.
11. )he percentaes o total &ualit" cost are distri%uted as ollows'
re#ention (
Appraisal 33
6nternal *ailure 38
External *ailure 3
5e can conclude'
a. expenditures or ailures are excessi#e.
%. nothin.
c. we should in#est more mone" in pre#ention.
d. the amount spent or appraisal seems a%out riht.
Answer' %.
111. Assume that the cost data a#aila%le to "ou or a certain period are
limited to the ollowin'
O (, T*inal test
O38, T*ield warrant" costs
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O1=, TLeinspection and retest
O48, T@oss on disposition o surplus stoc!
O4, TFendor &ualit" sur#e"s
O3, TLewor!
)he total o the &ualit" costs is'
a. O:1?,
%. O8=4,
c. O:18,
d. O8=,
Answer' %.
11(. Assume that the cost data a#aila%le to "ou or a certain period are
limited to the ollowin'
O (, T*inal test
O38, T*ield warrant" costs
O1=, TLeinspection and retest
O48, T@oss on disposition o surplus stoc!
O4, TFendor &ualit" sur#e"s
O3, TLewor!
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)he total ailure cost is'
a. O88.
%. O3,
c. O38,
d. O3>,
Answer' a.
113. A oal o a &ualit" cost report should %e to'
a. et the %est product &ualit" possi%le.
%. %e a%le to satis" 6@7Q7?>8>A.
c. interate two fnancial reportin techni&ues.
d. indicate areas o excessi#e costs.
Answer' d.
114. )he concept o &ualit" cost %udetin'
a. in#ol#es %udetin the indi#idual elements.
%. replaces the traditional proft and loss statement.
c. does not consider total &ualit" costs.
d. considers the our cateories o &ualit" costs and their eneral trends.
Answer' d.
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118. Sources o &ualit" cost data do not normall" include'
a. scrap reports.
%. la%or reports.
c. salar" %udet reports.
d. capital expenditure reports.
Answer' d.
11:. 5hen one frst anal"9es &ualit" cost data, he miht expect to fnd that,
relati#e to total &ualit" costs'
a. costs o pre#ention are hih.
%. costs o appraisal are hih.
c. costs o ailure are hih.
d. all o the a%o#e.
Answer' c.
11=. Qualit" costs should not %e reported aainst which one o ollowin
measurement %ases'
a. direct la%or.
%. sales.
c. net proft.
d. unit #olume o production.
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Answer' c.
11>. )he %asic o%Becti#e o a &ualit" cost proram is to'
a. identi" the source o &ualit" ailures.
%. determine &ualit" control department responsi%ilities.
c. utili9e accountin department reports.
d. impro#e the proft posture o "our compan".
Answer' d.
11?. Accurac" is'
a. ettin consistent results repeatedl".
%. readin to our decimals.
c. usin the %est measurin de#ice a#aila%le.
d. ettin an un%iased true #alue.
Answer' d.
1(. easurement error'
a. is the ault o the inspector.
%. can %e determined.
c. is usuall" o no conse&uence.
d. can %e eliminated %" re&uent cali%rations o the measurin de#ice.
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Answer' %.
1(1. recision is'
a. ettin consistent results repeatedl".
%. readin to our or more decimals.
c. distinuishin small de#iations rom the standard #alue.
d. extreme care in the anal"sis o data.
Answer' a.
1((. 6 a distri%ution is s!ewed to the let the median will alwa"s %e'
a. less than the mean.
%. %etween the mean and the mode.
c. reater than the mode.
d. e&ual to the mean.
e. e&ual to the mode.
Answer' %.
1(3. Consumer ris! is defned as'
a. acceptin an unsatisactor" lot as satisactor".
%. passin a satisactor" lot as satisactor".
c. an alpha ris!.
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d. a 8 ris! o acceptin an unsatisactor" lot.
Answer' a.
1(4. 5hen an initial stud" is made o a repetiti#e industrial process or the
purpose o settin up a Shewhart control chart, inormation on the ollowin
process characteristic is souht.
a. process capa%ilit".
%. process perormance.
c. process relia%ilit".
d. process conormance.
Answer' a.
1(8. 5hich one o the ollowin would most closel" descri%e machine
process capa%ilit"$
a. the process #ariation.
%. the total #ariation o#er a shit.
c. the total #ariation o all ca#ities o a mold, ca#ities o a die cast
machine or spindles o an automatic assem%l" machine.
d. the #ariation in a #er" short run o consecuti#el" produced parts.
Answer' d.
1(:. Leconi9in the nature o process #aria%ilit", the process capa%ilit"
taret is usuall"'
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a. looser than product specifcations.
%. the same as product specifcations.
c. tihter than product specifcations.
d. not related to product specifcations.
Answer' c.
1(=. A #aria%le measurement o a dimension should include
a. an estimate o the accurac" o the measurement process.
%. a controlled measurement procedure.
c. a numerical #alue or the parameter %ein measured.
d. an estimate o the precision o the measurement process.
e. all o the a%o#e.
Answer' e.
1(>. 5hen speci"in the 1'1 cali%ration principle2 we are reerrin to
what$
a. the ratio o operators to inspectors.
%. the ratio o &ualit" enineers to metrolo" personnel.
c. the ratio o main scale to #ernier scale cali%ration.
d. the ratio o cali%ration standard accurac" to cali%rated instrument
accurac".
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e. none o the a%o#e.
Answer' d.
1(?. easurin and test e&uipment are cali%rated to'
a. compl" with ederal reulations.
%. ensure their precision.
c. determine andVor ensure their accurac".
d. chec! the #alidit" o reerence standards.
e. accomplish all o the a%o#e.
Answer' c.
13. A %asic re&uirement o most ae cali%ration s"stem specifcations is'
a. all inspection e&uipment must %e cali%rated with master ae %loc!s.
%. aes must %e color coded or identifcation.
c. e&uipment shall %e la%eled or coded to indicate date cali%rated %"
whom, and date due or next cali%ration.
d. aes must %e identifed with a tool num%er.
e. all o the a%o#e.
Answer' c.
131. 5hat our unctions are necessar" to ha#e an accepta%le cali%ration
s"stem co#erin measurin and test e&uipment in a written procedure$
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a. cali%ration sources, cali%ration inter#als, en#ironmental conditions, and
sensiti#it" re&uired or use.
%. cali%ration sources, cali%ration inter#als, humidit" control and
utili9ation o pu%lished standards.
c. cali%ration sources, cali%ration inter#als, en#ironmental conditions
under which e&uipment is cali%rated, controls or unsuita%le e&uipment
.
d. list o standards, identifcation report, certifcate num%er and recall
records.
Answer' c.
13(. Select the non7h"ienic moti#ator, as defned %" aslow.W
a. salar" increases.
%. loner #acations.
c. impro#ed medical plan.
d. sales %onuses.
e. perormance reconition.
Choice e is o%#iousl" correct. All other choices are h"ienic moti#ators. WActuall",
this is Per9%er-s theor", not aslow-s.
133. 5hich one o these human manaement approaches has led to the
practice o Bo% enrichment$
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a. S!inner.
%. aslow.
c. Per9%er-s P"iene )heor".2
d. c+reor.
Per9%er-s P"iene )heor" postulates that satisfers2 and dissatisfers2 are not
opposites, rather the" are separate scales altoether. Satisfers2 are moti#ators
that can result in impro#ed perormance. issatisfers are h"iene actors2 that
must %e dealt with i moti#ation is to %e eecti#e. 5hile choice c is correct here, it is
important that "ou re#iew the theories o S!inner, aslow, and c+reor as well.
M.*. S!inner is a %eha#iorist who studied operant conditionin. aslow is amous or
his need hierarch". c+reor is !nown or theories N and '
)heor" NTEmplo"ees are %asicall" reed", la9", and uncooperati#e.
oti#ation should %e in the orm o pa" penalties and incenti#es, disciplinar"
action, etc.
)heor" TEmplo"ees are sel7moti#ated0 %ut the" ma" lac! the proper
trainin and tools to do their Bo%.
134. 5hich o the ollowin is not a manaement initiated error$
a. the imposition o con/ictin priorities.
%. the lac! o operator capacit".
c. manaement indierence or apath".
d. con/ictin &ualit" specifcations.
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e. wor! space, e&uipment and en#ironment.
6 we assume that lac! o operator capacit"2 means the operator is inherentl"
incapa%le o perormin accepta%l" in spite o ade&uate trainin and resources,
then choice % is correct.
138. 5hich o the ollowin does not enerate product7&ualit"
characteristics$
a. desiner.
%. inspector.
c. machinist.
d. e&uipment enineer.
6nspectors do not enerate &ualit" characteristics0 the" merel" compare them to
operational standards. Choice % is correct.
13:. Extensi#e research into the results o &ualit" moti#ation has shown
that'
a. the super#isor-s attitude towards his or her people is o little lon term
conse&uence.
%. moti#ation is too ne%ulous to %e correlated with results.
c. moti#ation is increased when emplo"ees set their own oals.
d. moti#ation is increased when manaement sets challenin oals
slihtl" %e"ond the attainment o the %etter emplo"ees.
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Choices a, %, and d ha#e %een shown to %e alse. Choice c is correct.
13=. c+reor-s theor" N manaer is t"pifed as one who operates rom the
ollowin %asic assumption a%out people wor!in or him or her Hselect the
one %est answerI'
a. erormance can %e impro#ed throuh tolerance and trust.
%. eople ha#e a %asic need to produce.
c. Status is more important than mone".
d. Sel7actuali9ation is the hihest order o human need.
e. eople are la9" and are moti#ated %" reward and punishment.
Answer' e.
13>. Qualit" moti#ation in industr" should %e directed at'
a. manuacturin manaement
%. procurement and enineerin
c. the &ualit" assurance sta
d. the wor!in orce
e. all the a%o#e
Answer' e.
13?. 5ho has the initial responsi%ilit" or manuactured product &ualit"$
a. the inspector.
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%. the #ice president.
c. the operator.
d. the &ualit" manaer.
Answer' c.
14. A ull" de#eloped position description or a Qualit" Enineer must
contain clarifcation o'
a. responsi%ilit".
%. accounta%ilit".
c. authorit".
d. answers a and c a%o#e.
e. answers a, % and c a%o#e.
Answer' e.
141. Dne o the most important techni&ues in ma!in a trainin proram
eecti#e is to'
a. i#e people meaninul measures o perormance.
%. transmit all o the inormation that is e#en remotel" related to the
unction.
c. set indi#idual oals instead o roup oals.
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d. concentrate onl" on de#elopin !nowlede and s!ills needed to do a
ood Bo%.
Answer' a.
14(. 6n order to instill the &ualit" control emplo"ee with the desire to
perorm to his utmost and optimum a%ilit", which o the ollowin reconition
or sustainin moti#ation has %een ound eecti#e or most people$
a. reconition %" issuance o monetar" award
%. pu%lic #er%al reconition
c. pri#ate #er%al reconition
d. pu%lic reconition, plus non7monetar" award
e. no reconition0 salar" he or she o%tains is suJcient moti#ation
Answer' d.
143. 5hich o the ollowin methods used to impro#e emplo"ee eJcienc"
and promote an atmosphere conduci#e to &ualit" and proft is the most
eecti#e in the lon run$
a. oerin incenti#es such as %onus, praise, proft sharin, etc.
%. strict discipline to reduce mista!es, idleness, and sloppiness.
c. com%ination o incenti#e and discipline to pro#ide %oth reward or
excellence and punishment or inerior perormance.
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d. %uildin constructi#e attitudes throuh de#elopment o realistic &ualit"
oals relatin to %oth compan" and emplo"ee success
e. all o the a%o#e pro#ided emphasis is placed on attitude moti#ation,
with incenti#e and discipline used with utmost caution.
Answer' e.
144. An essential techni&ue in ma!in trainin prorams eecti#e is to'
a. set roup oals.
%. ha#e trainin classes that teach s!ills and !nowlede re&uired.
c. eed %ac! to the emplo"ee meaninul measures o his perormance.
d. post results o perormance %eore and ater the trainin proram.
e. set indi#idual oals instead o roup oals.
)he onl" choice that is trul" essential to eecti#e trainin is c. Dne could de%ate
choices a or e, and choice e miht e#en %e counterproducti#e. Choice % implies that
eecti#e trainin re&uires classroom teachin, which isn-t necessaril" so.
148. 6n the pre7production phase o &ualit" plannin, an appropriate acti#it"
would %e to'
a. determine responsi%ilit" or process control.
%. determine the technical depth o a#aila%le manpower.
c. esta%lish compati%le approaches or accumulation o process data.
d. conduct process capa%ilit" studies to measure process expectations.
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Answer' %.
14:. S"stems are impro#ed'
a. %" impro#in each o the processes within the s"stem to its %est le#el
o perormance
%. %" impro#in the process that is most important to the customer
c. %" considerin how the processes wor! within the s"stem.
d. sometimes at the expense o processes that operate within the
s"stem. 6n other words, the perormance o some processes ma"
impro#e, and others derade, to achie#e maximum s"stem
perormance.
e. choices c and d
. choices a and %
Answer' e
14=. emin sa"s that the responsi%ilit" or optimi9in a s"stem rests with'
a. the team leaders assined to that proBect
%. the process wor!ers who !now the s"stem the %est
c. manaement
d. none o the a%o#e
Answer' c
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14>. Pow are the num%er o constraints in a s"stem determined$
a. Since the" !now the pro%lems in the s"stem, the personnel wor!in in
the s"stem are enerall" a%le to identi" the constraints in a
%rainstormin exercise.
%. Each tas! on the critical path is a constraint, so sum the num%er o
tas!s on the critical path.
c. Sum the num%er o critical tas!s on the critical path.
d. )here is onl" one s"stem constraint at a time Hin each independent
chainI
Answer' d
14?. Constraint anaement is'
a. a descripti#e theor"
%. a prescripti#e theor"
c. a h"iene theor"
d. none o the a%o#e
Answer' %
18. Constraint anaement )heor"'
a. explains how a constraint impacts a s"stem
%. pro#ides a defnition or a constraint
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c. pro#ides manaement direction or dealin with a constraint
d. all o the a%o#e
e. choice a and %
Answer' d
181. Constraints ma" %e descri%ed as'
a. an"thin that limits a s"stem in reachin its oal
%. the wea! lin! in a chain
c. the poorest perormin process in a s"stem
d. all o the a%o#e
e. choice a and %
Answer' e
18(. Examples o constraints include'
a. 6nsuJcient demand or "our product
%. An internal polic" that slows response time to customer demand
c. A process operation that acts as a %ottlenec!, slowin the deli#er" o
product to the customer
d. 6nsuJcient trainin resources pre#entin ade&uate Bo% s!ills
e. all o the a%o#e
Answer' e
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183. 5hich o the ollowin is ;D) a %asic assumption related to Constraint
anaement$
a. S"stems ha#e oals and correspondin necessar" conditions re&uired
to achie#e the oals. 5e must identi" these to eecti#el" impro#e the
s"stem.
%. 5e must maximi9e the perormance o each lin! in the chain to
impro#e the s"stem.
c. )he perormance o the s"stem is dictated %" the wea!est lin!2 in the
s"stem.
d. none o the a%o#e.
Answer' %
184. Constraint anaement-s ocusin steps, in order, are'
a. 6denti", Ele#ate, Su%ordinate, Exploit, Lepeat
%. lan, o, Chec!, Act
c. 6denti", Exploit, Su%ordinate, Ele#ate, Lepeat
d. 6denti", Ele#ate, Su%ordinate, Exploit
Answer' c
188. Dnce we ha#e identifed the constraint, and ta!en actions to ma!e the
most o its resources, we should'
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a. defne parameters or other s"stem elements to complement the
constraint-s needs
%. impro#e the capacit" o downstream processes
c. reularl" #eri" that the constraint has not mo#ed
d. all o the a%o#e
e. choices a and c
Answer' e. )he &uestion reers to completin the 6denti" and Exploit staes. Choice
a reers to the Su%ordination phase. Choice c reers to the step 8 Lepeat stae.
Choice % is incorrect since increasin the capacit" o downstream processes would
not ha#e an" impact on the constraint or the a%ilit" o the s"stem to meet demand.
18:. Muers are used to'
a. increase capacit"
%. decrease c"cle time o a constraint
c. ensure that the constraint is not waitin or materials
d. increase the s"stem c"cle time
Answer' %
18=. Muers should'
a. %e used at each stae o the process
%. %e used at the constraint, to protect aainst upstream c"cle time
#ariation
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c. ne#er %e used in Constraint anaement
d. protect the constraint rom %ein o#erwor!ed
Answer' %
18>. 6n Constraint anaement, %uers'
a. are specifed in units o time, such as re&uirin deli#er" o material (4
hours %eore it is needed.
%. are specifed in production units, such as re&uirin that 1 more
product %e deli#ered to the process step than is necessar" or the
customer order
c. are not recommended, since the" produce ineJciencies.
d. none o the a%o#e
Answer' a
18?. 6n +oldratt-s rum7Muer7Lope, the rope'
a. causes %ac!los at #arious staes, in order to impro#e the eJcienc" o
the constraint
%. pre#ents resources rom %ein allocated aster than the" can %e used
%" the constraint
c. acts to pull material throuh the s"stem, in contrast to push production
s"stems
d. pre#ents a critical resource rom %ein without material
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Answer' %
1:. Critical Chain reers to Constraint anaement applied to'
a. critical processes
%. repetiti#e production
c. proBects
d. choices a and %
e. none o the a%o#e
. all o the a%o#e
Answer' c
1:1. )he Critical Chain approach accounts or which o the ollowin
%eha#iors'
a. estimatin tas! time loner than necessar" to a#oid late completion
%. startin the tas! Bust prior to the scheduled completion date
c. usin all o allotted tas! time, reardless o how lon it reall" ta!es
d. assinin a i#en person multiple tas!s with deadlines
e. all o the a%o#e
Answer' e
1:(. Critical Chain manaement'
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a. ensures on7time proBect completion %" maintainin on7time completion
o each acti#it" on the critical chain
%. replaces time estimate paddin or acti#ities with time %uers at !e"
points on the critical chain
c. should %e used with caution i a resource has more than one tas!
assined to it
d. should not %e applied to manain multiple proBects at once
Answer' %
1:3. A !e" dierence %etween Critical Chain manaement and EL)VC
critical path is'
a. the critical path will alwa"s %e shorter
%. tas!s eedin the critical path ha#e %uers imposed
c. the critical chain considers dependent acti#ities in series, as well
con/ictin resource needs
d. )here is no undamental dierence %etween the two
Answer' c
1:4. )hrouhput ma" %e expressed'
a. as the rate at which a s"stem enerates mone"
%. as the marinal contri%ution o sales to proft
c. or an entire compan"
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d. as Sales Le#enue minus Faria%le Cost
e. all o the a%o#e
Answer' e
1:8. 6n Constraint anaement, Dperatin Expense
a. is the amount o mone" spent con#ertin 6n#entor" into )hrouhput
%. includes la%or costs
c. includes fxed costs and o#erhead
d. all o the a%o#e
e. choices a and c
Answer' d
1::. Accordin to Constraint anaement theor", as 6n#entor" costs
increase'
a. ;et roft decreases
%. Leturn on 6n#estment decreases
c. ;et roft remains the same
d. choices a and %
e. choices % and c
Answer' e
1:=. Six Sima methodoloies
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a. can onl" %e applied to companies that produce oods with lare
#olume
%. concentrate on cost sa#ins rather than customer needs
c. ha#e not %een successull" applied to ser#ice companies
d. all o the a%o#e
e. none o the a%o#e
Answer' e
1:>. A six sima le#el o &ualit"'
a. implies ??.=3 o the output will meet customer re&uirement
%. e&uates to a Capa%ilit" 6ndex o 1.33
c. represents 3.4 deects per million opportunities
d. pro#ides hal the deects o a 3 Sima le#el o &ualit"
e. all o the a%o#e
Answer' c. Choice a represents a 3 sima orani9ation, and choice % a 4 sima
orani9ation, assumin no allowa%le process shits in %oth cases.
1:?. As an orani9ation-s Sima @e#el increases'
a. the Cost o Qualit" increases
%. the Cost o Qualit" decreases
c. the Cost o Qualit" is not aected
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d. none o the a%o#e
Answer' %.
1=. As a compan" mo#es rom 3 Sima le#el o Qualit" to 4 and 8 Sima
@e#els o Qualit", the" tend to'
a. spend more mone" on pre#ention costs
%. spend less mone" on appraisal costs
c. spend less mone" on ailure costs
d. impro#e customer satisaction, which can lead to increased sales
e. all o the a%o#e
Answer' e
1=1. Companies that successull" implement Six Sima are li!el" to'
a. initiall" spend a lot o mone" on trainin, %ut recei#e %enefts that
miht %e hard to &uanti" o#er the course o time
%. reali9e decreased &ualit" costs and impro#ed &ualit"
c. see a reduction in critical deects and c"cle times
d. all o the a%o#e
e. choices % and c onl"
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Answer' e. Choice d Hwhich includes choice aI is not the %est answer since a
successul deplo"ment will emphasi9e trainin proBects that will reali9e %enefts
reatl" exceedin the frst "ear trainin expenses.
1=(. roBect Sponsors'
a. ensure that the Six Sima proBects are defned with clear deli#era%les
%. help clear road%loc!s encountered %" the proBect team
c. are enerall" mem%ers o manaement
d. all o the a%o#e
Answer' d
1=3. 6n a t"pical deplo"ment, +reen Melts'
a. are ull7time chane aents
%. maintain their reular role in the compan", and wor! Six Sima
proBects as needed
c. recei#e extensi#e trainin in ad#ance statistical methods
d. all o the a%o#e
Answer' %. +reen Melts enerall" retain their operational role, so do not act ull7time
doin Six Sima proBects. )he" t"picall" recei#e much less trainin in statistical
methods than Mlac! Melts.
1=4. Examples o Six Sima proBects miht include'
a. reducin cost o product shipments
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%. reducin customs dela"s or international shipments
c. reducin the desin c"cle or a new product
d. increasin the mar!et share o a particular product throuh impro#ed
mar!etin
e. all o the a%o#e
Answer' e
1=8. 6n the Six Sima roBect methodolo" acron"m A6C, the 62 stands
or'
a. 6nterate
%. 6n#estiate
c. 6mpro#e
d. 6nore
Answer' c
1=:. )he efne stae o A6C'
a. is lin!ed with the roBect Charter and pro#ides input to the easure
stae
%. stands alone in the methodolo", %ut is alwa"s necessar"
c. is not necessar" when the proBect is mandated %" top manaement
d. none o the a%o#e
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Answer' a
1==. )he Control stae o A6C'
a. is onl" used when "ou need to defne control chart parameters.
%. allows the impro#ements to %e maintained and institutionali9ed.
c. is onl" needed i "ou ha#e 6SD ? certifcation
d. none o the a%o#e
Answer' %
1=>. A top7down deplo"ment o Six Sima roBects'
a. is discouraed %ecause proBects et dela"ed %" other manaement
commitments
%. undermines the roBect Sponsors
c. emphasi9es proBects that line wor!ers eel are important
d. ensures that proBects are alined with the top7le#el %usiness strate"
Answer' d
1=?. 5hich o the ollowin are ;D) parts o eminXs s"stem o proound
!nowlede.
a. constantl" e#aluate all emplo"ees
%. appreciation or a s"stem
c. !nowlede a%out #ariation
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d. theor" o !nowlede
Answer' a.
1>. 5hich o the ollowin are ;D) one o eminXs 14 points$
a. 6nstitute a #iorous proram o education and sel7impro#ement.
%. ut e#er"%od" in the compan" to wor! to accomplish the
transormation. )he transormation is e#er"%od"Xs Bo%.
c. Eliminate sloans, exhortations, and tarets as!in or 9ero deects or
new le#els o producti#it".
d. none o the a%o#e.
Answer' d.
1>1. Examples o Pidden *actor" losses include all o the ollowin except'
a. capacit" losses due to rewor!s and scrap.
%. stoc!pilin o raw material to accommodate poor "ield.
c. rush deli#eries.
d. All o the a%o#e are examples o Pidden *actor" losses.
Answer' d
1>(. An in#oicin process enerates onl" ten to fteen orders per month. 6n
esta%lishin the statistical control o the in#oice process'
a. use a su%roup si9e o one.
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%. use a su%roup si9e o f#e, which is enerall" the %est si9e.
c. use a su%roup si9e o ten.
d. use a su%roup si9e o fteen.
Answer' a. Su%roups larer that one would include samples ta!en o#er too lon a
period, increasin the chance o includin special causes.
1>3. Eecti#e leaders'
a. share man" o the same traits and responsi%ilities as eecti#e
manaers.
%. ha#e a #ision or the orani9ation.
c. are %est suited or desinin the processes and s"stems or dail"
operations.
d. All o the a%o#e.
Answer' %.
1>4. Eecti#e manaers'
a. share man" o the same traits and responsi%ilities as eecti#e leaders.
%. ha#e a #ision or the orani9ation.
c. are %est suited or desinin the processes and s"stems or dail"
operations.
d. All o the a%o#e.
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Answer' c.
1>8. anaement trainin should include'
a. coachin s!ills.
%. theor" and practice o orani9ational s"stems.
c. con/ict resolution s!ills.
d. All o the a%o#e.
Answer' d.
1>:. 5hich o the ollowin is ;D) one o eminXs 14 points$
a. ri#e out ear.
%. Create constanc" o purpose.
c. Pold manaement accounta%le or meetin the %usinessXs numerical
oals.
d. 6mpro#e constantl" and ore#er each process or plannin, production,
and ser#ice.
Answer' c.
1>=. )he manaement team has decided that there are three criteria or
choosin proBects, with their relati#e importance weihtin shown in
parenthesis'
*inancial %eneftVcost ratio H.3I
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ercei#ed customer %eneft H.8I
Saet" %eneft H.(I
*our proBects ha#e %een re#iewed relati#e to these criteria, with the scores
or each criterion shown in the ollowin ta%le.
roBect *in. MeneftVCost Latio Customer Meneft Saet" Meneft
A 1( 14 3
M > ( (8
C 1 1 48
14 = :8
5hich proBect should %e selected$
a. roBect A
%. roBect M
c. roBect C
d. roBect
Answer' Choice %. Usin a rioriti9ation atrix, the weihted score or each proBect
is determined as ollows'
roBect A H1(W.3IYH14W.8IYH3W.(I11(
roBect M H>W.3IYH(W.8IYH(8W.(I1(?
roBect C H1W.3IYH1W.8IYH48W.(I>?
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roBect H14W.3IYH=W.8IYH:8W.(I?
roBect M has the hihest weihted score.
1>>. GoeXs proBect seemed to %e oin alon well until the proBect team
started to implement the solution. At that point, a department that hadnXt
%een in#ol#ed, %ut will %e aected, startin raisin o%Bections and pointin
out pro%lems with the proposed solution. )his indicates'
a. the team should immediatel" et the Sponsor in#ol#ed to settle the
disareements.
%. the department is araid o chane and needs to %e told to accept the
teamXs fndins.
c. the department should ha#e %een identifed as sta!eholders earl" on
and included in the proBect team or the teamXs pro%lem sol#in
sessions.
d. choices a and %.
Answer' Choice c. )he aected department is one o the sta!eholders that should
ha#e %een identifed and included in the pro%lem sol#in, i not the team itsel.
6n#ol#in the Sponsor should %e a last resort. )he team needs to satis" the
departmentXs leitimate concerns, and help them understand wh" the proposed
solution is the %est course Hi in act it is, i#en the departmentXs concernsI.
1>?. Mo%, a team leader, is ha#in trou%le ettin %u"7in rom #arious
mem%ers o the team. 6n one particular pro%lem7sol#in meetin, these team
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mem%ers didnXt seem to listen to an" o Mo%Xs ideas, and were insistent that
their ideas were more credi%le. Some reasona%le ad#ice to Mo% would %e'
a. Leplace the team mem%ers with those more willin to wor! as team
pla"ers.
%. 5or! on his communication s!ills, displa" interest or othersX ideas, and
use data to determine which ideas ha#e the most merit.
c. As! their manaers or the proBect Sponsor to persuade them to et on
%oard.
d. choices a and c.
Answer' Choice %. Leplacin team mem%ers or as!in or inter#ention rom a
Sponsor would %e last resorts ater considera%le time has %een spent on more
producti#e means o resol#in the pro%lems. )he pro%lems could most li!el" %e %est
handled %" the ideas listed in Choice %
1?. A particular proBect has man" sta!eholder roups. 6n an attempt to
!eep the team si9e at a reasona%le le#el, some o the non7!e" sta!eholder
roups were not included in the team. As a result'
a. the team leader can %oost %u"7in rom these roups %" %rinin
credi%le roup mem%ers into the pro%lem7sol#in as ad7hoc team
mem%ers.
%. the team leader should also restrict the distri%uted proress reports to
onl" the !e" roups represented in the team to pre#ent conusion and
intererence on the part o the non7!e" roups.
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c. the Sponsor should ensure that the concerns o the non7!e" roups are
met %" the team recommendations.
d. all o the a%o#e.
Answer' Choice a. Choice % is incorrect. 6n order to %oost %u"7in rom these roups,
it is recommended to include them on proress reports, so the" can appreciate the
concerns and Choices o the proBect team. 5hile the Sponsor pro#ides a useul
chec!point to raise concerns a%out team recommendations, the Sponsor is not
usuall" in a position to ade&uatel" present a sta!eholderXs concerns.
1?1. MillXs team is ha#in a hard time areein on a plan or data atherin.
)here are three eneral suestions that ha#e %een oered' one %" a process
expert and two %" other team mem%ers. )o decide which plan to deplo", the
team should'
a. accept the idea oered %" the process ex