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السؤال #1
An internal audit is completed in a company with an ISO-9000 compliant quality system. The audit report shows a major nonconformance in the document control system, in that obsolete procedures are not being withdrawn from use. On receipt of the formal audit report, the management representative should do which of the following?
A. ARetrain all document control personnel in their responsibilities
B. BAdvise senior management that corrective action is not required, since none of the obsolete procedures applies to the current contract
C. CAsk the document control manager to form a corrective action team to investigate and resolve the nonconformance
D. DAsk the document control clerk why the established procedure was not followed
عرض الإجابة
اجابة صحيحة: C
السؤال #2
An important benefit of using an internal change agent versus an external change agent is to:
A. Guarantee reduction of the cycle time for quality improvement because the internal change agent already knows what needs to be done and how to do it
B. Set more goals for improvement because the internal change agent has a greater interest in the outcome
C. Gain greater support for change from a respected leader who understands the company’s key business factors and the need for change
D. Better protect the needs of all stakeholders by providing feedback to top management that is nonthreatening and more objective
عرض الإجابة
اجابة صحيحة: C
السؤال #3
In which of the following methods of training, the real-life scenario is created for the purpose of training?
A. Simulation
B. Role-Playing
C. Case Study
D. Focus Groups
عرض الإجابة
اجابة صحيحة: A
السؤال #4
Organizational culture is comprised of:
A. Organization policy
B. Strategic plans
C. Values, norms, and assumptions shared by the organization members
D. Core competency of the organization
عرض الإجابة
اجابة صحيحة: C
السؤال #5
Which of the following are ways to promote quality and teamwork in organizations? I: Reducing hierarchies II: Creating steering committees III: Recognizing internal customers IV: Structuring the organization into teams
A. I and III only
B. II and IV only
C. I, II, and III only
D. I, II, III, and IV
عرض الإجابة
اجابة صحيحة: D
السؤال #6
Which of the following is NOT a tool to collect customer feedback?
A. Surveys
B. FMEA
C. Complaint Forms
D. Warranty Analysis
عرض الإجابة
اجابة صحيحة: B
السؤال #7
Which of these is NOT the reason for customer segmentation?
A. To collect data using surveys
B. To focus based on specific customer needs
C. Price differentiation based on customer type
D. Prioritize product development, marketing based on the needs of the segment
عرض الإجابة
اجابة صحيحة: A
السؤال #8
The decision-making authority delegated to lower management levels depends on: I: The situation - II: The extent of centralization or decentralization III: Which people in the organization have the best information IV: The complexity of the environment in which the organization functions
A. I and III
B. II and IV
C. I, II, and IV
D. I, II, III, and IV
عرض الإجابة
اجابة صحيحة: D
السؤال #9
A stakeholder analysis would:
A. etermine the appropriate dividend amount to be distributed to shareholders
B. ssess the feasibility of a partnership with a key supplier
C. rovide the basis to recommend the best strategy for dealing with pressure from a competitor
D. elineate the outputs and outcomes needed by customers and regulatory agencies affecting the business
عرض الإجابة
اجابة صحيحة: D
السؤال #10
Of the following core values and concepts, which would be the most critical to apply to a newly mandated state emergency management agency? I: Visionary leadership - II: Customer-driven excellence - III: Agility - IV: Focus on the future - V: Focus on results and creating value VI: Management by fact - VII: Managing for innovation
A. , III, V, VII
B. I, V, VI
C. , III, IV, V, VI, VII
D. , VI
عرض الإجابة
اجابة صحيحة: C
السؤال #11
To establish the direction an organization’s first strategic planning initiative should take, the organization should first create:
A. mission statement
B. rganizational objectives
C. vision statement
D. ction plans
عرض الإجابة
اجابة صحيحة: C
السؤال #12
A CEO has announced a new vision in automation, integration, and technology. The CEO 1 how these el play an important role in the global business process simplification. In response to this vision, the CEO announces a more advanced new information system that will replace the old system. How would a Corporate IT Director manage the organization's performance and risks based on this new mandatory information system?
A. From a risk management perspective, design a plan B in case the new system does not work to keep the business performing
B. Ensure integration, vertical, and horizontal alignment are in the strategic planning, and perform a risk management assessment on the new information system
C. Create a project timeline to train all the teams across your region to guarantee the appropriate transition to the new information system
D. Make sure you have all the resources available to e data information P I misuse, risk assessment, and firewalls
عرض الإجابة
اجابة صحيحة: B
السؤال #13
A leader derives her or his leadership role from:
A. Her or his experience and training
B. Acceptance of her or his direction by the followers
C. Top management
D. Acceptance by the external customers and the public
عرض الإجابة
اجابة صحيحة: B
السؤال #14
The role of the quality function in supporting strategic plans could include all but which of the following?
A. nstitute and enforce a quality policy across all organizational functions
B. ead the implementation of an ISO 9001 QMS, as identified in the strategic plan
C. dvise other functions in the setting of quality objectives that are linked to the organization’s strategic plan
D. acilitate the deployment of the voice of the customer throughout the organization
عرض الإجابة
اجابة صحيحة: A
السؤال #15
Which of the following statements is true about using the plan-do-check-act (PDCA) methodology to make an improvement?
A. AIt is the best way to pursue any kind of improvement
B. BThe 'doing'' step is more important than the 'checking' process in the sequence
C. CThe 'checking' process usually produces corrective actions
D. DThe process must continue until the desired results are achieved
عرض الإجابة
اجابة صحيحة: D
السؤال #16
Studies in the healthcare field have identified stethoscopes as one major cause of patient infections. To combat this cause, all healthcare professionals are urged to sterilize their stethoscopes before and after using with each patient. What approach would be best to ensure that this happens?
A. Provide dispensers with sterilization pads at the entrance to all patient rooms, examining rooms, labs, and operating areas
B. Same as A above except each wrapper includes a coupon for entering a weekly drawing for a prize of one’s choice, and no audit will be conducted
C. Same as A above, except wrappers are saved and turned in to supervisor/ department head at end of each shift and no audit will be conducted
D. Professionals working in each unit will be allowed to design their own unit’s nonmonetary incentive/reminder for participating in the stethoscope sterilization initiative
عرض الإجابة
اجابة صحيحة: D
السؤال #17
Knowledge and application of which of the following management theories and styles would be most useful to a manager dealing with an employee who is performing poorly? I: Maslow’s hierarchy of needs - II: Herzberg’s two-factor theory III: McGregor ’s theory X and theory Y IV: Kolb’s experiential learning model V: Behavior management — A–B–C analysis VI: Hersey-Blanchard’s situational leadership model VII: Senge’s systems thinking
A. I, IV, VII
B. , II, V, VI
C. , III
D. V, VII
عرض الإجابة
اجابة صحيحة: B
السؤال #18
In order to effectively, must understand which of the following aspects of their audience?
A. The audience's culture may be difference from their own
B. The audience's culture is separate and subordinate to the corporate culture
C. The audience is responsible for being engaged in the communication exchange
D. An audience of workers will receive the information more willingly than an audience of managers
عرض الإجابة
اجابة صحيحة: A
السؤال #19
What does andragogy mean?
A. training
B. learning
C. child learning
D. adult learning
عرض الإجابة
اجابة صحيحة: D
السؤال #20
A leader derives her or his leadership role from:
A. Her or his experience and training
B. Acceptance of her or his direction by the followers
C. Top management
D. Acceptance by the external customers and the public
عرض الإجابة
اجابة صحيحة: B
السؤال #21
Why should organizations create a Business Continuity Plan?
A. If a potential threat materialized then people in the organization should know the recovery steps to keep the business operating
B. It is a specific requirement of ISO 9001:2015
C. If key personnel resign, then the organization should have a nominated person to take over that position
D. It is a plan that specifies how the business is continually operated on a day to day basis
عرض الإجابة
اجابة صحيحة: A
السؤال #22
An organization’s environmental scanning process has uncovered the following: They have an underutilized core competency. Their research and development capability is well recognized. Retention of their best performers is a problem. A new technology from another country can be employed in developing a whole new product family. What technique/tool was most likely used to categorize and analyze these and other similar data?
A. riorities matrix
B. rocess map
C. uality function deployment
D. WOT analysis
عرض الإجابة
اجابة صحيحة: D
السؤال #23
The most effective approach for initiating a breakthrough process reengineering effort would be to:
A. Hire an external consultant to direct the planning and implementation of the process change
B. Form a cross-functional project team to carry out the process change
C. Appoint a change agent/sponsor, select a project manager, develop a preliminary plan (including feasibility analysis), obtain funds for detail planning, form a cross-functional project team, plan project details, obtain approval, and implement project
D. Create an awareness of the need for change and communicate a vision of what the change will accomplish
عرض الإجابة
اجابة صحيحة: D
السؤال #24
Which of the following is not usually a role of a manager?
A. Selects people to fill job vacancies
B. Mentors a potential candidate for management
C. Determines the legality of a supplier – partnership agreement
D. Organizes the work to be done
عرض الإجابة
اجابة صحيحة: C
السؤال #25
An important benefit of using an internal change agent versus an external change agent is to:
A. Guarantee reduction of the cycle time for quality improvement because the internal change agent already knows what needs to be done and how to do it
B. Set more goals for improvement because the internal change agent has a greater interest in the outcome
C. Gain greater support for change from a respected leader who understands the company’s key business factors and the need for change
D. Better protect the needs of all stakeholders by providing feedback to top management that is nonthreatening and more objective
عرض الإجابة
اجابة صحيحة: C
السؤال #26
Organizational culture is comprised of:
A. Organization policy
B. Strategic plans
C. Values, norms, and assumptions shared by the organization members
D. Core competency of the organization
عرض الإجابة
اجابة صحيحة: C
السؤال #27
Refer to the exhibit. Which of the following conclusions can be drawn from this table?
A. AHalf of the customers believe the product costs too much
B. BProduct reliability is implement to the majority of customers
C. CNearly 40% of the customer calls were handled in a discourteous manner
D. DMost customers have little interest in the response time for warranty claims
عرض الإجابة
اجابة صحيحة: B
السؤال #28
In the successful completion of an improvement project, which of the following is the most important factor?
A. All team members to be trained in basic quality tools
B. Team leadership training for all members
C. The team leader should have Six Sigma Black Belt certification
D. Active and visible support of the management
عرض الإجابة
اجابة صحيحة: D
السؤال #29
The decision-making authority delegated to lower management levels depends on: I: The situation II: The extent of centralization or decentralization III: Which people in the organization have the best information IV: The complexity of the environment in which the organization functions
A. I and III
B. II and IV
C. I, II, and IV
D. I, II, III, and IV
عرض الإجابة
اجابة صحيحة: D
السؤال #30
Studies in the healthcare field have identified stethoscopes as one major cause of patient infections. To combat this cause, all healthcare professionals are urged to sterilize their stethoscopes before and after using with each patient. What approach would be best to ensure that this happens?
A. Provide dispensers with sterilization pads at the entrance to all patient rooms, examining rooms, labs, and operating areas
B. Same as A above except each wrapper includes a coupon for entering a weekly drawing for a prize of one’s choice, and no audit will be conducted
C. Same as A above, except wrappers are saved and turned in to supervisor/ department head at end of each shift and no audit will be conducted
D. Professionals working in each unit will be allowed to design their own unit’s nonmonetary incentive/reminder for participating in the stethoscope sterilization initiative
عرض الإجابة
اجابة صحيحة: D

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