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Code d'Examen: CMQ-OE
Nom d'Examen: ASQ (Certified Manager of Quality/Organizational Excellence Exam)
Questions et réponses: 175 Q&As
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NO.1 All but one of the following represents good communicating skill. Which one does not?
A. Body language and voice convey the same message.
B. Use open-ended and closed questions at appropriate times.
C. Since the brain works much faster than speaking, use the time while another person is speaking
to plan your next comment or question.
D. Use a paraphrasing technique to clarify your understanding of what was said.
Answer: C
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NO.2 From the following pairs, select the most critical factors relating to training:
A. Support is derived from the strategic plan and the personal commitment and involvement of top
management.
B. Top management commitment and employee acceptance of the need for training.
C. What training is needed and when.
D. Who will deliver training and to whom.
Answer: A
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NO.3 A facilitator notices that the team jumps to conclusions after only one or two members have
stated their opinion.
The facilitator should:
A. Tell the team to have a nonbinding vote before beginning a discussion, which will make each
person's view apparent.
B. Ask the team to fill out a questionnaire rating themselves on effective group process.
C. Tell the quiet members they need to speak out.
D. Ask what the impact will be on the team if they don't adequately discuss issues.
Answer: D
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NO.4 Which of the following is true?
A. Training to be delivered via an in-house intranet is likely to be more costly to develop than
classroom-type training.
B. Training embedded in a transaction-processing computer program is usually ineffective as well as
annoying to operators.
C. A printed training workbook serves only one purpose-documentation of textual content.
D. OJT is how an "old hand" teaches a new hire how things are done-it involves no structure or
instructional standards.
Answer: A
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NO.5 Management's goal is to continually improve customer service and satisfaction. Their actions
include the following. Which of these actions is least likely to help achieve the goal?
A. Provide for positive reinforcement to employees who are trying to satisfy customers.
B. Encourage and support cooperation and conformance to quality standards amongst internal
customers.
C. Establish an employee suggestion box system.
D. Ensure that employees have the training, information, and physical things they need to do their
jobs well.
Answer: C
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NO.6 Scenario planning is used for:
A. Deciding which continuous improvement project recommendations to implement first.
B. Determining which method of financial analysis to use.
C. Envisioning several alternative strategic viewpoints.
D. Analyzing the results of a SWOT analysis.
Answer: C
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NO.7 This individual may be perceived as a leader by his or her subordinates, peers and bosses for
exhibiting one or more of these qualities:
1.Knowledge
2.Skills
3.Experience
4.Charisma
5.Action
6.Convincing speech
7.Empathy
8.Ethics
9.Empowerment
10.Collaboration
11.Support
Who is this?
A. Cause leader
B. Organization leader
C. Opinion leader
D. Public leader
Answer: B
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NO.8 Which of the following best describes the differences between crossfunctional and matrix
organizations?
A. Cross-functionals deal with companywide issues, whereas matrices focus on specific projects.
B. Cross-functionals are often temporary, whereas matrices are permanent.
C. Cross-functionals deal with internal groups, whereas matrices deal with external groups.
D. Cross-functionals usually consist of personnel with technical skills, whereas matrices usually
consist of high-level functional executives.
Answer: A
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