appendix 4 examanswers

7/23/2019 Appendix 4 ExamAnswers

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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.


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:,


26/94

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.


27/94

:.)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$


28/94

%. 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.


29/94

: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".


30/94

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.


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.


31/94

:?.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.


32/94

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'


33/94

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.


34/94

=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".


)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.


35/94

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.


36/94

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.


37/94

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


38/94

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.


39/94

>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


40/94

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.


41/94

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.


Answer' d.


42/94

>?.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.


43/94

c. cost o pre#ention, cost o appraisal and cost o ailure.

d. unnecessar".


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.


44/94

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$


45/94

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


46/94

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(>,


47/94

*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


48/94

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.


49/94

%. 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.


50/94

d. all 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.


51/94

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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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

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