Critical success factors and key performance indicators are the factors of __________

• A) Managerial Planning
• B) Tactical Planning
• C) Strategic Planning
• D) Operational Planning

Under which perspective of the balance scorecard, would you classify motivated workforce measurement?

• A) The customer perspective
• B) The financial perspective
• C) The learning & growth perspective
• D) The business process perspective

All of the following elements are included in formal strategies EXCEPT:

• A) Action sequences, or programs that accomplish the goals
• B) Analysis and progression towards more structured procedures
• C) Goals to be achieved
• D) Policies that guide or limit action

Which one of the following options is the step of creative problem solving?

• A) Customer Finding
• B) Mess Finding
• C) Knowledge Finding
• D) Identification and Traceability

Which of the following total quality tools is a bar chart that displays the frequency of most important defects in descending order?

• A) Flow chart
• B) Histogram
• C) Pareto diagram
• D) Check sheet

Which of the following tools provides both a visual and statistical means to test the strength of a relationship?

• A) Pareto chart
• B) Check sheet
• C) Fishbone diagram
• D) Scatter diagram

All of the following are the steps of creative problem solving, EXCEPT:

• A) Fact Finding
• B) Acceptance criteria
• C) Mess Finding
• D) Problem Finding

Which of the following tools is referred as a time plot?

• A) Scatter diagram
• B) Pareto chart
• C) Run chart
• D) Histrogram

When does the Statistical Process Control start?

• A) It starts when special causes of variation are eliminated
• B) It starts when business operations are defined
• C) It starts the moment a control chart is employed
• D) It starts when someone begins cleaning up the process

Which of the following tools is used to identify potential problems and countermeasures in a plan?

• A) Relations Diagram
• B) Matrix Diagram
• C) Affinity Diagram
• D) Process Decision Program Chart

Which of the following refers to the key product characteristics that the producer can control?

• A) Engineering characteristics
• B) Biological characteristics
• C) Chemical characteristics
• D) Organic characteristics

Which of the following is not the role of middle management in implementation of quality strategy?

• A) Must implement a continuous improvement process
• B) Must identify and develop future leaders of the organization
• C) Must develop ownership of the quality improvement process
• D) Must yield the spirit of teamwork

All of the following options are included in core leadership skills, EXCEPT:

• A) Self-understanding
• B) Value congruence
• C) Internal auditing
• D) Intuition

Which of the following is not included in basic quality tools?

• A) Histograms
• B) Check Sheets
• C) Cause and Effect Diagrams
• D) Affinity Diagrams

How many stages do the creative problems solving process model has?

• A) Five
• B) Seven
• C) Eight
• D) Six

When common causes occur then organization should __________

• A) Take Preventive Actions
• B) Take Corrective Actions
• C) Centralized Decision Making
• D) Modify the System

According to John Kotter, which one of the following achieves plans through controlling and problem solving?

• A) Teamwork
• B) Performance
• C) Leadership
• D) Management

Which of the following options is the result of factors that are not part of the process?

• A) Common cause variation
• B) None of the given options
• C) Special cause variation
• D) Natural cause variation

The sources of variation that fall outside the control limits are likely to be _________sources.

• A) Special causes
• B) Inherent causes
• C) Natural causes
• D) Common causes

Who has compared the difference between managing to achieve quality across the board, in all functions of the organization, and for all the products and services?

• A) Oakland
• B) Dale
• C) Juran
• D) Lehr