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Information that is received by upper management, is often distorted. Which of the following

actions is effective in countering this problem?

. Stop killing the messenger.

. Establishing an open door policy.

. Practice management by walking around.

A. Ionly

B. IandIIonly

C. IandIIIonly


Answer: D


Benchmarking might be defined as any of the following EXCEPT:

A. A process for rigorously measuring your performance versus the best-in-class companies.

B. A standard of excellence or achievement against which other similar things must be measured


C. Comparing the performance of one company to a set of standards and then to


D. The search for best industry practices that lead to superior performance.

Answer: C


An improvement in quality costs is MOST clearly indicated when:

A. Appraisal and failure costs drop.

B. Prevention costs increase.

C. Total quality costs fall below 15% of total sales.

D. Management objectives are met.

Answer: D


The ideal results of a quality training effort would NOT include which of the following?

A. Increased cost-of-quality results.

B. Improved working methods and morale.

C. Increased productivity and job satisfaction.

D. Reduced defects and employee turn-over.

Answer: A


During the building phase of improvement team development, which of the following properly

describes team activities?

. The team leader is usually directive.

. The team leader often delegates tasks.

. Team members prioritize and perform duties.

. Team members are uncertain of their duties.

A. IIandIIIonly

B. I,IIandIIIonly

C. IandIV only

D. II,IIIandIV only

Answer: C


Which of the following quality gurus was very critical of merit-pay and individual bonuses?

He discouraged management by objectives and the ranking of employees by performance.

A. Dr. Juran

B. Dr. Deming

C. Dr. Taguchi

D. Dr. Feigenbaum

Answer: B


Which of the following is the BEST method to developing materials for a training program on the

gaps in performance?

A. Secure a workshop trainer.

B. Review a record of activities.

C. Set up a one shot case study.

D. Allocate employees for training.

Answer: B


Which of the following is NOT considered a prevention cost?

A. Writing operating procedures.

B. Training.

C. Data acquisition and analysis.

D. Calibrating test equipment.

Answer: D


In order to implement a continuous improvement strategy, a company may institute a steering

committee or improvement council. Which of the following would generally NOT be a task

performed by this council?

A. The development of a quality vision for the company.

B. The combined development and implementation of the company improvement strategy.

C. The definition of certain quality objectives for sections of the company.

D. The development of quality education and communication modules for the organization.

Answer: A


In most cases, an improvement team facilitator will NOT normally:

A. Be familiar with problem solving techniques.

B. Provide feedback to the group.

C. Function as the group leader.

D. Summarize key ideas generated by the group.

Answer: C

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