CQIB MOCK EXAM SCRIPT 2026
COMPLETE QUESTIONS AND ANSWERS
VERIFIED SOLUTIONS GRADED A+
⩥ ABLE Problem Solving Process. Answer: > ASSESS
> BUILD
> LAUNCH
> EVALUATE
⩥ ASSESS. Answer: > ASSESS opportunities to improve the customer
experience or business performance - and focus on one.
> Focus on opportunity and initiating a team are the earliest steps in
ABLE.
⩥ BUILD. Answer: > BUILD understanding of the improvement
opportunity and build the solution.
> Selecting a solution and identifying how you will measure success are
important parts of BUILD.
⩥ LAUNCH. Answer: > LAUNCH the solution successfully through
careful planning and control.
> The improvement effort proceeds through careful implementation and
control planning.
,⩥ EVALUATE. Answer: > EVALUATE the implementation to confirm
its real work success.
> Performance is measured and results shared.
⩥ Opportunity Statement. Answer: a description of a quality problem, its
impact, and the benefits of solving it.
⩥ Opportunity Statement - Key Points. Answer: a. Don't include causes
b. Don't attribute blame
c. Focus on a single problem
d. Don't offer solutions
e. Be realistic
⩥ QDM Methodologies. Answer: a. ISO
b. Baldridge
c. Lean
d. Six Sigma
⩥ A dissatisfied customer with any OpCo stands a ____________ of
switching to a competitor.. Answer: 40% chance
,⩥ QDM Mission. Answer: To deliver market-leading customer
experiences, business excellence, and financial returns through a quality-
oriented culture and day-to-day application of quality science.
⩥ Quality Costs - Two very real types:. Answer: a. The Cost of Poor
Quality
b. The Cost of Good Quality
⩥ 1:10:100 Rule:. Answer: • $1 spent on doing the job right saves
• $10 on correction and
• $100 on the cost of a failure
⩥ In businesses generally, _____________________ in a business are
due to mistakes, errors, and replacing lost customers.. Answer: 10-20%
of corporate expenses
⩥ QDM Quality Measures:. Answer: a. Service Quality Index (SQI)
b. Key Process Indicators (KPI)
c. Dashboards and Scorecards
⩥ QAT - Quality Action Team. Answer: a group of FedEx employees
who come together to work intensively on a quality issue, then disband
once the problem has been solved.
, ⩥ Applying QDM Summary:. Answer: • When you see a problem, fix it.
• When you see something that can be done better, do it.
• Take ownership of work, do it in the best way possible.
⩥ All metrics, whether SQIs or KPIs, or tools such as dashboards or
scorecards, help meet the organization goals.. Answer: True
⩥ QDM's two main goals:. Answer: a. Exceed customer expectations
b. Optimize the processes by which work gets done
⩥ QDM Principles:. Answer: a. Customers define quality
b. Be scientific
c. Measure, Measure, Measure
d. Optimize business performance
e. Quality involves teamwork
f. View Failures as opportunities
⩥ QDM Principles - Customers define quality. Answer: We strive to
understand customer requirements and expectations.
⩥ QDM Principles - Be scientific. Answer: We base decisions on facts
and data, rather than guesses or opinions.
COMPLETE QUESTIONS AND ANSWERS
VERIFIED SOLUTIONS GRADED A+
⩥ ABLE Problem Solving Process. Answer: > ASSESS
> BUILD
> LAUNCH
> EVALUATE
⩥ ASSESS. Answer: > ASSESS opportunities to improve the customer
experience or business performance - and focus on one.
> Focus on opportunity and initiating a team are the earliest steps in
ABLE.
⩥ BUILD. Answer: > BUILD understanding of the improvement
opportunity and build the solution.
> Selecting a solution and identifying how you will measure success are
important parts of BUILD.
⩥ LAUNCH. Answer: > LAUNCH the solution successfully through
careful planning and control.
> The improvement effort proceeds through careful implementation and
control planning.
,⩥ EVALUATE. Answer: > EVALUATE the implementation to confirm
its real work success.
> Performance is measured and results shared.
⩥ Opportunity Statement. Answer: a description of a quality problem, its
impact, and the benefits of solving it.
⩥ Opportunity Statement - Key Points. Answer: a. Don't include causes
b. Don't attribute blame
c. Focus on a single problem
d. Don't offer solutions
e. Be realistic
⩥ QDM Methodologies. Answer: a. ISO
b. Baldridge
c. Lean
d. Six Sigma
⩥ A dissatisfied customer with any OpCo stands a ____________ of
switching to a competitor.. Answer: 40% chance
,⩥ QDM Mission. Answer: To deliver market-leading customer
experiences, business excellence, and financial returns through a quality-
oriented culture and day-to-day application of quality science.
⩥ Quality Costs - Two very real types:. Answer: a. The Cost of Poor
Quality
b. The Cost of Good Quality
⩥ 1:10:100 Rule:. Answer: • $1 spent on doing the job right saves
• $10 on correction and
• $100 on the cost of a failure
⩥ In businesses generally, _____________________ in a business are
due to mistakes, errors, and replacing lost customers.. Answer: 10-20%
of corporate expenses
⩥ QDM Quality Measures:. Answer: a. Service Quality Index (SQI)
b. Key Process Indicators (KPI)
c. Dashboards and Scorecards
⩥ QAT - Quality Action Team. Answer: a group of FedEx employees
who come together to work intensively on a quality issue, then disband
once the problem has been solved.
, ⩥ Applying QDM Summary:. Answer: • When you see a problem, fix it.
• When you see something that can be done better, do it.
• Take ownership of work, do it in the best way possible.
⩥ All metrics, whether SQIs or KPIs, or tools such as dashboards or
scorecards, help meet the organization goals.. Answer: True
⩥ QDM's two main goals:. Answer: a. Exceed customer expectations
b. Optimize the processes by which work gets done
⩥ QDM Principles:. Answer: a. Customers define quality
b. Be scientific
c. Measure, Measure, Measure
d. Optimize business performance
e. Quality involves teamwork
f. View Failures as opportunities
⩥ QDM Principles - Customers define quality. Answer: We strive to
understand customer requirements and expectations.
⩥ QDM Principles - Be scientific. Answer: We base decisions on facts
and data, rather than guesses or opinions.
