C215 PRACTICE EXAM QUESTIONS &
ANSWERS(RATED A+)
Which definition used for quality evaluates how well a product performs its intended
function?
Fitness for use
Support services
Value for price paid
Psychological criteria - ANSWERFitness for use
Which total quality management (TQM) process was developed to stress management's
responsibility for quality?
Statistical quality control charts
Fitness quality for use
14 points for quality improvement
Product design quality - ANSWER14 points for quality improvement
Which total quality management (TQM) process consists of 13 published standards and
guidelines?
ISO 1400
ISO 9002
ISO 9001
ISO 9000 - ANSWERISO 9000
A company manufactures shoes using a quality management system. The company
needs to put a process in place to measure any defects. The company would like to
measure the number of defects and observe the number of occurrences to isolate the
particular defect.
Which quality tool should the company use to focus on correcting this particular issue?
Scatter diagram
Control chart
Flowchart
Checklist - ANSWERChecklist
,Which quality control tool should be used to monitor the current status or end result of a
process?
Checklist
Flowchart
Control chart
Scatter diagram - ANSWERControl chart
Which group of keywords or phrases describes the critical role that marketing plays in
the total quality management (TQM) process?
Baseline for managing quality process; investment in preventative costs; budgeting
Enhance competition; understand consumer preferences; maintain communication with
operations
Review and recommend product changes; satisfy customer needs; open
communication
Reward employees; motivate staff performance; manage operations planned changes -
ANSWEREnhance competition; understand consumer preferences; maintain
communication with operations
What is the common theme in total quality management (TQM) across all functions in
an organization?
To satisfy customer needs
To enhance management software
To reward people rather than teams
To ensure profit from product changes - ANSWERTo satisfy customer needs
Which concept of variation measures the central tendency of a set of data?
Mean
Range
Standard deviation
Variable - ANSWERMean
What do assignable causes of variation indicate?
, A computer virus was found in the system.
Out-of-control signals were found in the process.
Human resources found an operator was at fault.
Equipment was found to be out of control. - ANSWEROut-of-control signals were found
in the process.
Which continuous improvement method does C pk measure?
The most common measurement process
How close one is to a target and how consistent one is with the average performance
What a process is capable of and how long it will take to conclude
Parts per million on the capability index - ANSWERHow close one is to a target and
how consistent one is with the average performance
What are two important aspects of Six Sigma?
Choose 2 answers
Technical tools
People involvement
Job design
Facility location - ANSWERTechnical tools
People involvement
Which strategy is used by some emergency rooms to overcome customer frustrations
about long waiting times?
Screen patients and schedule follow-up appointments for those who have the most
serious injuries
Screen patients and fast-track those with minor ailments
Screen patients and send the last 25 to another facility
See each patient in the order in which they arrived - ANSWERScreen patients and fast-
track those with minor ailments
ANSWERS(RATED A+)
Which definition used for quality evaluates how well a product performs its intended
function?
Fitness for use
Support services
Value for price paid
Psychological criteria - ANSWERFitness for use
Which total quality management (TQM) process was developed to stress management's
responsibility for quality?
Statistical quality control charts
Fitness quality for use
14 points for quality improvement
Product design quality - ANSWER14 points for quality improvement
Which total quality management (TQM) process consists of 13 published standards and
guidelines?
ISO 1400
ISO 9002
ISO 9001
ISO 9000 - ANSWERISO 9000
A company manufactures shoes using a quality management system. The company
needs to put a process in place to measure any defects. The company would like to
measure the number of defects and observe the number of occurrences to isolate the
particular defect.
Which quality tool should the company use to focus on correcting this particular issue?
Scatter diagram
Control chart
Flowchart
Checklist - ANSWERChecklist
,Which quality control tool should be used to monitor the current status or end result of a
process?
Checklist
Flowchart
Control chart
Scatter diagram - ANSWERControl chart
Which group of keywords or phrases describes the critical role that marketing plays in
the total quality management (TQM) process?
Baseline for managing quality process; investment in preventative costs; budgeting
Enhance competition; understand consumer preferences; maintain communication with
operations
Review and recommend product changes; satisfy customer needs; open
communication
Reward employees; motivate staff performance; manage operations planned changes -
ANSWEREnhance competition; understand consumer preferences; maintain
communication with operations
What is the common theme in total quality management (TQM) across all functions in
an organization?
To satisfy customer needs
To enhance management software
To reward people rather than teams
To ensure profit from product changes - ANSWERTo satisfy customer needs
Which concept of variation measures the central tendency of a set of data?
Mean
Range
Standard deviation
Variable - ANSWERMean
What do assignable causes of variation indicate?
, A computer virus was found in the system.
Out-of-control signals were found in the process.
Human resources found an operator was at fault.
Equipment was found to be out of control. - ANSWEROut-of-control signals were found
in the process.
Which continuous improvement method does C pk measure?
The most common measurement process
How close one is to a target and how consistent one is with the average performance
What a process is capable of and how long it will take to conclude
Parts per million on the capability index - ANSWERHow close one is to a target and
how consistent one is with the average performance
What are two important aspects of Six Sigma?
Choose 2 answers
Technical tools
People involvement
Job design
Facility location - ANSWERTechnical tools
People involvement
Which strategy is used by some emergency rooms to overcome customer frustrations
about long waiting times?
Screen patients and schedule follow-up appointments for those who have the most
serious injuries
Screen patients and fast-track those with minor ailments
Screen patients and send the last 25 to another facility
See each patient in the order in which they arrived - ANSWERScreen patients and fast-
track those with minor ailments
