Under which perspective of the balance scorecard, would you classify increased return on assets measurement?

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

Which of the following is the first category in Malcolm Baldrige National Quality Award and is recognized as the “driver” of successful quality systems?

• A) Continuous improvement
• B) Management by fact
• C) Leadership
• D) Process orientation

Which of the following describes the execution of a strategic plan?

• A) Reviewing the plan with customers
• B) Comparing the results
• C) Implementing the strategies
• D) Activating the steering committee

Which of the following tools represents the entire process at a high or detailed (depending on your use) level of observation, allowing analysis and optimization of workflow?

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

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

• A) Special causes
• B) Common causes
• C) Control causes
• D) None of the given options

Under which perspective of the balance scorecard, would you classify new customer acquisition measurement?

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

Which of the following characteristics is NOT necessarily needed to be a good leader?

• A) A charismatic personality
• B) Positive role model
• C) Persuasiveness
• D) Good communication skill

Common causes are usually occurred due to which one of the following?

• A) Customers
• B) System
• C) Workers
• D) Outside Influence

How many steps are described for problem solving?

• A) 6
• B) 5
• C) 7
• D) 8

In customer perspective of balanced scorecard, which of the following is a leading indicator of future decline, even though the current financial picture may look good?

• A) Poor performance
• B) High-quality performance
• C) Good performance
• D) Average performance

Which of the following tools is used to break down broad categories into finer and finer levels of detail?

• A) Tree diagram
• B) Affinity diagram
• C) Relations diagram
• D) Matrix diagram

Under which perspective of the balance scorecard, would you classify the return on shareholder funds measurement?

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

All of the following characteristics are included in histogram, EXCEPT:

• A) Displays large amounts of data that are difficult to interpret in tabular form
• B) Provides both a visual and statistical means to test the strength of a relationship
• C) Illustrates the underlying distribution of the data
• D) Shows centering, variation, and shape

Organization should identify customer needs in which one of the following steps of problem solving?

• A) Project
• B) Results
• C) Solutions
• D) Current Situation

Which of the following is not new quality planning tool?

• A) Matrix Diagram
• B) Fishbone Diagram
• C) Affinity Diagram
• D) Arrow Diagram

Which of the following tools plots the relationship of one numeric variable to another on a horizontal and vertical axis and determines the degree of dependency or interdependency of those variables?

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

Which of the following is the Total Quality Tool that is simply a graphical representation of an outline that presents a chain of causes and effects?

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

Which of the following tools illustrates the relationship between a given outcome and the factors that influence this outcome?

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

Under which perspective of the balance scorecard, would you classify the growth in sales revenue measurement?

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

Which of the following statements, in relation to psychology, is TRUE for people failing to understand the components of Profound Knowledge?

• A) They do not know how to plan and accomplish learning and improvement
• B) They do not understand motivation/why people do what they do
• C) They see the symptoms but not the deep causes of problems
• D) They do not know when expectations are realistic