CQE

CQE practice questions, page 4 of 7, with answer review and explanations.

Question 16

For TQM success, what structure sequence should be followed? I. Develop a quality policy. II. Establish a quality council. III. Establish strategic quality goals. IV. Train for internal audits.

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

Question 17

What is the highest form of partnering with employees?

  1. Employee involvement.
  2. Task teams.
  3. Cost reduction projects.
  4. Stock option plans.

Question 18

A product failure in the customer's hands is bad for the company. Why do only 4% of the customers normally file a complaint?

  1. The product guarantee takes care of the product.
  2. A warranty is in place on the product.
  3. It is a minor inconvenience.
  4. They don't think it will do any good.

Question 19

The Malcolm Baldrige award is open for competition among which of the following? I. Large manufacturing businesses. II. Large and small manufacturing businesses. III. Service organizations. IV. Large service companies.

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

Question 20

Which of the following is NOT a method for customer service data collection?

  1. Customer surveys.
  2. Internal surveys.
  3. Customer visits.
  4. Complaint analysis.