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NO.1 This is an example of part of a:
A. QFD Matrix
B. Activity Network Diagram
C. Interrelationship Diagram
D. Affinity Diagram
Answer: A

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NO.2 A team has been asked to reduce the cycle time for a process. The team decides to collect baseline
data. It will do this by:
A. seeking ideas for improvement from all stakeholders
B. researching cycle times for similar processes within the organization
C. obtaining accurate cycle times for the process as it currently runs
D. benchmarking similar processes outside the organization
Answer: C

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NO.3 The leader in the quality movement who recommended that organizations ° e li m i na t e nu m e ri ca l quo t as
for the work force and numerical goals for management. ± :
A. Juran
B. Ishikawa
C. Crosby
D. Feigenbaum
E. Taguchi
F. none of the above
Answer: F

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NO.4 The quality leader responsible for the term Total Quality Management (TQM):
A. Juran
B. Ishikawa
C. Crosby
D. Feigenbaum
E. Taguchi
F. none of the above
Answer: D

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NO.5 Customer requirement #3 has a ______________ relationship with technical feature #3.
A. strong
B. moderate
C. weak
Answer: B

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NO.6 Causes in a cause and effect diagram often include management, measurement systems, mother
nature and the four standard causes:
A. man, material, methods, machines
B. man, manufacturing, methods, material
C. marketing, methods, material, machines
D. man, material, millennium, machines
E. none of the above
Answer: A

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NO.7 Customer segmentation refers to:
A. dividing a particular customer into parts that are more easily understood
B. grouping customers by one or more criteria
C. maintaining secure customer listings to minimize communication among them
D. eliminating or °cu tti ng o f ¡± cu st om ers w i th po o r cr e d it histor
Answer: B

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NO.8 The word °cha m p i o ¡± in t h e co nt e x t o f S ix Si gm a proj e cts refers to
A. the team that has had the most impact on the bottom line.
B. the person who has coordinated teams most effectively
C. the individual who has outpaced all others in six sigma knowledge
D. none of the above
Answer: D

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NO.9 SWOT is an acronym for:
A. strengths, weaknesses, opportunities, threats
B. statistics without tables
C. sensory Weibull ordinal tools
D. success wields optimal teams
E. none of the above
Answer: A

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NO.10 The quality leader most associated with the concept of robustness:
A. Juran
B. Ishikawa
C. Crosby
D. Feigenbaum
E. Taguchi
F. none of the above
Answer: E

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NO.11 The support for an important quality initiative was lacking in congress until Reagan ¯ s Seretary of
Commerce was killed in a horseback riding accident in 1987. That initiative was:
A. assigning National Institute for Standards and Technology (NIST) quality oversight duties
B. °consensus o f t he H ous ¡± pr o cl am a t i o n fo r De m i g¡¯ s 14 po i n t s C . nging National Bureau of
Standards to NIST.
D. authorizing the American National Standards Institute (ANSI) to join with the International Standards
Organization (ISO) to promulgate standards.
E. none of the above.
Answer: E

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NO.12 In a series of linked processes and associated feedback loops the product or service flows ________
and the information flows ________.
A. rapidly, slower
B. downstream, upstream
C. evenly, digitally
D. sooner, later
E. to the customer, from the supplier
F. none of the above
Answer: B

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NO.13 Perform a risk analysis to determine the expected profit or (loss) from a project which has four possible
disjoint outcomes: Outcome A shows a profit of $340,000 and has a probability of 0.25 Outcome B shows
a profit of $120,000 and has a probability of 0.40 Outcome C shows a loss of $40,000 and has a
probability of 0.10 Outcome D shows a profit of $100,000 and has a probability of 0.25 .?
A. $130,000
B. $520,000
C. $154,000
D. ($168,000)
E. none of the above
Answer: C

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NO.14 George is an employee of Black, Inc. John is George ¯ s i n t e r na l cus t o m e r. W h i ch s t a t e m en t i s tr ue?
A. John is employed by Black, Inc.
B. John is employed by another company that supplies material to Black, Inc.
C. John is employed by a company that purchases material from black, Inc.
D. John is employed by another company that has a fiduciary agreement with Black, Inc.
E. John is employed by another company as an internal auditor.
Answer: A

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NO.15 A quality leader who did extensive work with Japanese industry is:
A. Juran
B. Ishikawa
C. Deming
D. Ohno
E. Taguchi
F. all of the above
G. none of the above
Answer: F

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