CQIB PRACTICE TEST PAPER 2026 FULL
QUESTIONS AND CORRECT ANSWERS
EXPERT REVIEW GRADED A+
⩥ CHANGE - Which statements illustrate correct ways to combine
approaches to managing change? Answer: 1. If a company expects
radical change, resistance will likely be high. When given compelling
benefits, use an empirical-rational approach to an environmental-
adaptive strategy to promote the benefits. This may reduce subsequent
fallout.
2. When time frames are short and the organization is in a crisis, a
power-coercive approach may be supplemented by an empirical-rational
strategy to lower resistance, if benefits of the change are significant and
clear.
⩥ CHANGE - You're leading a customer service improvement initiative
in a retail clothing store chain. Your company was considered innovative
when it first became renown, but trends have changed and now it's time
to revamp to address new customer needs. While executives recognize
the need to change, employees will be reluctant to leave behind the
principles upon which the company was founded. Match the phases in
the change process to the corresponding actions you can take to facilitate
change. Answer: 1. Unfreeze - Educate employees about financial and
sales data that shows loss of market share to new companies.
2. Transition - Set up a series of small, achievable intermediate goals to
discover the new way of doing things.
,3. Freeze - Adjust rewards systems to reflect the new company values
and remove any that support the old ways.
⩥ CHANGE - When leading change, it's important to recognize the type
of change you're managing. Match the types to examples of each. A
change type may match more than one example. Answer: 1.
Transformational:
> Considering the increased use of synthetics, a cotton producing
company merged with a polyester manufacturing firm.
2. Evolutionary:
> A cable TV provider added mobile phones and high-speed Internet
service to its offerings to compete with similar packages offered by
competitors.
> A construction company added a environmentally friendly product line
to address changes in the market.
⩥ SIPOC - Supplier. Answer: Those who provide inputs to a process.
⩥ SIPOC - Inputs. Answer: Mandatory items provided by the supplier.
⩥ SIPOC - Process. Answer: The steps within the overall project.
⩥ SIPOC - Outputs. Answer: Handed off to the customer at the end of
the process.
, ⩥ SIPOC - Customers. Answer: Those who receive the outputs of a
process.
⩥ Gap Analysis Tools. Answer: > SIPOC
> Flow Chart
⩥ Gap Analysis Steps. Answer: 1. Map out or list the Current State
2. Identify the Desired State
3. Highlight any Gaps
4. List what's required to get from the current state to the desired state.
5. List the resources needed to effect change.
⩥ SIPOC Benefits. Answer: Understand a process:
> Where it begins and ends
> Process Flow
> What it creates
> Who it involves
⩥ STAKEHOLDERS - When creating a linear flow diagram or a
SIPOC. Answer: List the steps that occur between the customer and the
supplier. (WRONG)
QUESTIONS AND CORRECT ANSWERS
EXPERT REVIEW GRADED A+
⩥ CHANGE - Which statements illustrate correct ways to combine
approaches to managing change? Answer: 1. If a company expects
radical change, resistance will likely be high. When given compelling
benefits, use an empirical-rational approach to an environmental-
adaptive strategy to promote the benefits. This may reduce subsequent
fallout.
2. When time frames are short and the organization is in a crisis, a
power-coercive approach may be supplemented by an empirical-rational
strategy to lower resistance, if benefits of the change are significant and
clear.
⩥ CHANGE - You're leading a customer service improvement initiative
in a retail clothing store chain. Your company was considered innovative
when it first became renown, but trends have changed and now it's time
to revamp to address new customer needs. While executives recognize
the need to change, employees will be reluctant to leave behind the
principles upon which the company was founded. Match the phases in
the change process to the corresponding actions you can take to facilitate
change. Answer: 1. Unfreeze - Educate employees about financial and
sales data that shows loss of market share to new companies.
2. Transition - Set up a series of small, achievable intermediate goals to
discover the new way of doing things.
,3. Freeze - Adjust rewards systems to reflect the new company values
and remove any that support the old ways.
⩥ CHANGE - When leading change, it's important to recognize the type
of change you're managing. Match the types to examples of each. A
change type may match more than one example. Answer: 1.
Transformational:
> Considering the increased use of synthetics, a cotton producing
company merged with a polyester manufacturing firm.
2. Evolutionary:
> A cable TV provider added mobile phones and high-speed Internet
service to its offerings to compete with similar packages offered by
competitors.
> A construction company added a environmentally friendly product line
to address changes in the market.
⩥ SIPOC - Supplier. Answer: Those who provide inputs to a process.
⩥ SIPOC - Inputs. Answer: Mandatory items provided by the supplier.
⩥ SIPOC - Process. Answer: The steps within the overall project.
⩥ SIPOC - Outputs. Answer: Handed off to the customer at the end of
the process.
, ⩥ SIPOC - Customers. Answer: Those who receive the outputs of a
process.
⩥ Gap Analysis Tools. Answer: > SIPOC
> Flow Chart
⩥ Gap Analysis Steps. Answer: 1. Map out or list the Current State
2. Identify the Desired State
3. Highlight any Gaps
4. List what's required to get from the current state to the desired state.
5. List the resources needed to effect change.
⩥ SIPOC Benefits. Answer: Understand a process:
> Where it begins and ends
> Process Flow
> What it creates
> Who it involves
⩥ STAKEHOLDERS - When creating a linear flow diagram or a
SIPOC. Answer: List the steps that occur between the customer and the
supplier. (WRONG)
