CMQ-OE

CMQ-OE practice questions, page 21 of 29, with answer review and explanations.

Question 101

Management’s goal is to continually improve customer service and satisfaction. Their actions include the following. Which of these actions is least likely to help achieve the goal?

  1. Provide for positive reinforcement to employees who are trying to satisfy customers.
  2. Encourage and support cooperation and conformance to quality standards amongst internal customers.
  3. Establish an employee suggestion box system.
  4. Ensure that employees have the training, information, and physical things they need to do their jobs well.

Question 102

At a distributor of plumbing supplies, which one of the following actions will have the most positive influence on employees to improve products, processes, and services?

  1. Provide rubber mats to relieve the fatigue of counter service personnel.
  2. Implement an inventory system that will ensure that all commonly ordered items are in stock when needed.
  3. Train all employees in the seven basic quality tools.
  4. Establish and support cross-functional process improvement teams to address processes where potential improvement is indicated.

Question 103

Which of the following lists is most representative of “external customers” of the town’s public high school?

  1. Students, parents, colleges, potential employers, town school board, and community volunteer agencies
  2. Students, parents, teachers, potential employers
  3. Students, parents, colleges, potential employers
  4. Students, parents, town school board

Question 104

Effective actions taken to improve products and service provided by a sports clothing manufacturer to the distributors of their athletic products could include: I: Conducting a survey of all end users II: Collecting and analyzing data on what type and quality of the manufacturer ’s products appear to be in demand based on shipments in the past twelve months. III: Identifying patterns of sales by product, by geographic location, and by size of distributor. IV: Mutually identifying targets of opportunity beneficial to both manufacturer and distributors, setting improvement objectives, and planning the improvements

  1. I and IV only
  2. II and III only
  3. I, II, III, and IV
  4. II, III, and IV only

Question 105

Segmentation of a teaching hospital’s patient database would be: I: Useful in allocating physical resources. II: Helpful in balancing staffing needs. III: Advantageous in the process of applying for additional funding to accommodate projected demands on facilities and staff. IV: Impractical because of the transient nature of the patient base.

  1. IV only
  2. I and II only
  3. III only
  4. I, II, and III only