EMT Practice Test

1. Question Content...

---

Question1: Given a four-week project involving 22 tasks, a budget of $22,000, and a part-time team (project manager
and two analysts), which project management tool will most likely be used to display project progress to
management?

Question2: In developing a private college's balanced scorecard, which four of the following information categories
would be best to consider?
I. Alumni contributions
II. Current student enrollments
III. Percentage of students graduated
IV. Faculty competence level
V. Academic rating among competitors
VI. Cash flow
VII. New and/or updated programs under development

Question3: The role of supply chain management is to:

Question4: One of the most important customer service principles to apply is:

Question5: A training needs analysis is:

Question6: All except one of the following could be a process goal for a for-profit service organization. Which one?

Question7: At a distributor of plumbing supplies, which one of the following actions will have the most positive
influence on employees to improve products, processes, and services?

Question8: A listening post is a:

Question9: Disposition of a product using go/no-go data is based on what type of sampling plan?

Question10: Which of the following is not a technique or practice involved in supplier logistics management?

Question11: For a bookseller that sells entirely through a Web site, managing the diversity of customers would entail
which of the following?
I. Adopting lean techniques to reduce cycle time
II. Continually developing new service features to take the place of services that have become "must
haves"
III. Responding to the needs of a diverse customer base
IV. Understanding and working closely with multiple publishers

Question12: Knowledge management involves all but which of the following?

Question13: As part of your preparation for a business trip to another country it would be wise to do all but one of the
following.
Which one would that be?

Question14: From the following pairs, select the most critical factors relating to training:

Question15: Which of the following is the least effective technique for developing good relationships with suppliers?

Question16: The best technique for analyzing qualitative data is to:

Question17: A condition under which a supplier appearing on the customer 's "OK to buy from" list would not be issued
an order would be:
I. Item needed is not available from any of OK'd suppliers.
II. Supplier 's quality rating has dropped below acceptable standards on last two shipments.
III. OK'd supplier does not have the capacity to fulfill the customer 's demands for the item needed.
IV. One or more factors from the selection criteria will not now be met by the supplier.

Question18: Which of the following correctly describes the sequence of events, from beginning to end, for reducing
special causes of variation?
I. Search for the cause.
II. Develop a long-term remedy.
III. Gather data to identify special causes.
IV. Put an immediate remedy in place to contain any damage.

Question19: Typical factors chosen as criteria for supplier selection would include all but:

Question20: Based only on the following data, which answer is correct?
Purchased 12 delivery trucks for a total of $360,000

Estimated the payback from an ISO 9000 QMS project at $1,200,000

Net income for the year is $3,600,000

Spent $400,000 on implementing the ISO 9001-based QMS

Question21: Training appears to be needed in all but one of the following situations. Which one?

Question22: Takt time:

Question23: The best use of the cost of lost banking customers is to:

Question24: Which of the following is the primary purpose of training?

Question25: In planning the strategy for improving supplier performance, which of the following should be considered?
I. How the supplier will receive performance feedback
II. How effective is the supplier 's corrective and preventive action system
III. Whether the supplier 's quality management system is certified to an industry-pertinent standard
IV. How much of this organization's resources will be needed to assist suppliers in improving performance

Question26: Which of the following is true about the relationship between Cp and Cpk?
I. Cp = Cpk when the process is centered.
II. Cpk is always less than or equal to Cp.
III. Cp is always less than or equal to Cpk.
IV. There is no direct relationship between Cp and Cpk.

Question27: Bottom-to-top communication techniques include all the following except:

Question28: A stakeholder analysis would:

Question29: Which of the following is the least desirable goal of the customer-supplier relationship?

Question30: Knowledge and application of which of the following management theories and styles would be most useful
to a manager dealing with an employee who is performing poorly?
I. Maslow's hierarchy of needs
II. Herzberg's two-factor theory
III. McGregor 's theory X and theory Y
IV. Kolb's experiential learning model
V. Behavior management - A-B-C analysis
VI. Hersey-Blanchard's situational leadership model
VII. Senge's systems thinking

Question31: In an insurance claims processing unit, which quality tool would be most useful to analyze the amount of
variation in the process used to code claims for computer entry and in determining whether the process is
stable prior to embarking on an improvement effort?

Question32: One of the best tools for assessing the impacts of identified risks in the design of a hydroelectric dam and
power station is:

Question33: The Baldrige Award performance excellence criteria address which types of performance?
I. Procedural compliance
II. Supplier related
III. Customer related
IV. Financial and marketplace

Question34: The role of the quality function in supporting strategic plans could include all but which of the following?

Question35: Which of the following is not an advantage of a formal project report?

Question36: An organization's environmental scanning process has uncovered the following:
They have an underutilized core competency.

Their research and development capability is well recognized.

Retention of their best performers is a problem.

A new technology from another country can be employed in developing a whole new product family.

What technique/tool was most likely used to categorize and analyze these and other similar data?

Question37: Some of the metrics that could be used to measure performance of a commercial painting contractor are:
I. On-time completion of a painting contract.
II. Quality rating resulting from customer 's third-party on-site inspection.
III. Amount (time and cost) or rework required.
IV. Accuracy of billing.

Question38: A way to ensure a near 100 percent response rate for a survey is to conduct the survey with the group
targeted for study at a time and place when everyone in the group is present and everyone is required to
complete the survey. There may still be problems possible with this approach that could cause poor
decisions to be made from false data, such as:
I. Some persons may refuse to take the survey or they may intentionally corrupt their answers if they
resent the method used.
II. Some persons may find that the pressure of having to complete the survey without lagging behind most
of the group may distort or inhibit clear thinking, and prevent a well-thought-through response.
III. In their haste to get it over with, some respondents, without thought, may just randomly answer the
questions.
IV. Even though response documents may not show respondent identification, some respondents may feel
they have to furnish the answers they think management wants to see.

Question39: During the development of company strategy, input should be sought from:

Question40: Scenario planning is used for:

Question41: Looking at the following data:
40, 20, 10, 20, 50, 90, 80, 30, 20, 40 the mean is , the median is ,

Question42: Theory of constraints:

Question43: Process analysis is to a flowchart as brainstorming is to a:

Question44: Which of the following lists is most representative of "external customers" of the town's public high school?

Question45: Reasons for building an economic case for quality may include:
I. The case expresses quality in the language of management.
II. The approach justifies quality initiatives in dollars and cents.
III. The Sarbanes-Oxley Act requires it.
IV. Quality is typically treated as a cost rather than as an investment.
V. The economic case for quality allows for comparison of it with other major investments or projects.

Question46: Assessing and identifying exposure to risks should:
I. Be done prior to investing in a major capital expenditure.
II. Be a continual process.
III. Be undertaken as part of the feasibility analysis prior to purchasing another business.
IV. Include financial, physical, safety, security, health, product liability, and proprietary information risk
exposures.

Question47: Which of the following are methods for mitigating risks?
I. Eliminate the condition that may cause a loss to occur
II. Establish contingency plans
III. Obtain insurance to cover some of the potential risk
IV. Self-insure

Question48: The preferred technique/tool used to determine the strategies of organizations serving the same market as
your own organization is:

Question49: Which of the following techniques is most useful for measuring the test- retest reliability of a survey?

Question50: All except one of the following could be a benefit to a supplier in a partnership or alliance with a customer.
Which one?

Question51: Strategic planning may include all but which of the following?

Question52: The primary goal of procurement management is to:

Question53: To further improve customer loyalty, an investment service organization may effectively use which of the
following strategies?
I. A lost-customer analysis
II. Free lessons for customers on how to make wise investments
III. A customer panel to determine acceptability of a free quarterly newsletter highlighting the lives of long-
term investors
IV. Direct computer access to market information and investment analysis data for high-value customers

Question54: In preparation for strategic planning, organizations should look closely at their industry to determine:
I. The amount of excess capacity.
II. Which competitors might join forces and become a greater threat.
III. How employees perceive competitor advertisements.
IV. What changes in regulatory requirements are likely to occur.

Question55: All except one of the following is a technique used in assessing training needs. Which one is not?

Question56: In the development of a consumer appliance product survey which of the following data would likely aid the
process?
I. An analysis of customer complaints received
II. Satisfaction data from a customer focus group
III. Number of product defects detected prior to shipments
IV. Warranty registration data

Question57: Designing effective training approaches must take into account:
I. The organization's work system.
II. Organization needs.
III. Individual employee needs.
IV. Training assessment criteria.

Question58: The most critical use for project portfolio analysis is to:

Question59: When there is a slippage in quality, just-in-time inventory systems affect:

Question60: Which of the following statements are true about the differences between training and education?
I. Training focuses more on doing, whereas education focuses more on thinking.
II. Training is typically provided by employers, whereas education might be funded but not provided.
III. Training teaches students to acquire new knowledge, whereas education teaches new skills.
IV. Training is more job focused, whereas education is more theoretical.

Question61: The most critical consideration in the deployment of strategic plans is:

Question62: To establish the direction an organization's first strategic planning initiative should take, the organization
should first create:

Question63: Which of the following is not generally a characteristic of communication in hierarchical organizations?

Question64: The budgets of most internal staff and operations functions do not include figures for:
I. Cash received.
II. Capital expenditures.
III. Short-term liabilities.
IV. Payroll expenses.

Question65: The first step in a successful customer satisfaction program is to:

Question66: Which of the following is the biggest problem in cost-benefit analysis?

Question67: Of the following core values and concepts, which would be the most critical to apply to a newly mandated
state emergency management agency?
I. Visionary leadership
II. Customer-driven excellence
III. Agility
IV. Focus on the future
V. Focus on results and creating value
VI. Management by fact
VII. Managing for innovation

Question68: 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?

Question69: Data that is derived from counting is derived from measuring is data.

Question70: Which of the following factors would be most critical to consider early when contemplating a conversion of
a "brick and mortar" retail business to an e-business?
I. What changes to the customer database are likely and what the ramifications of those changes are
II. What image our new faceless organization will provide to the buying public
III. Should IT be outsourced?
IV. What internal impacts will the change from a personal service orientation to a transaction-processing
orientation have on the workforce we employ and the technology approach we select?

Question71: All but one of the following tool sets could be used to help an educational institution identify the cause of
excessive student tardiness. Which one could not?

Question72: Which of the following would be the best tool to use to understand the process linkage from supplier to
customer?

Question73: An action of highest priority is for suppliers to:

Question74: Categorizing the cost of quality into failure costs, appraisal costs, and prevention costs is essential to be
able to:

Question75: All but one of the following represents good communicating skill. Which one does not?

Question76: In time of financial stress, training is often one of the first functions to be discontinued, because:
I. Training is not considered part of the strategic plan.
II. Training is treated as a cost with no quantifiable benefits.
III. Management does not understand the connection between building and sustaining the organization's
competencies and achieving profitability.
IV. The correlation between the function of training and the function of product realization has not been
established.

Question77: Two human resource functions that typically are shared with other organizational components are:

Question78: In medical device manufacturing and in pharmaceutical production, strict traceability is mandated by
regulation. What type of actions may draw upon this requirement?
I. Fulfillment of an unconditional guarantee
II. Replacement of failed product under warranty
III. A product recall that is needed to safeguard product users
IV. Analysis of problems leads to process improvement

Question79: An external risk factor that might need to be considered when conducting project planning is:

Question80: Future technology advancements can affect:
I. The services the organization provides.
II. The speed of communications and the response time expected.
III. The mass obsolescence of major existing products and processes.
IV. The increased human competence required to design processes that effectively utilize the advanced
technology available.

Question81: In selecting among different projects, the time value of money is considered for which of the following
reasons?
I. To perform a cost-benefit analysis
II. To prioritize investments
III. To predict cash flow
IV. To reduce operating costs

Question82: A more accurate accounting of the costs to produce a product can be achieved with:

Question83: Facts pertaining to which of the following would be critical in developing a system of supplier performance
measurement for an aircraft engine manufacturer?
I. Amount of technical support provided by the supplier
II. Supplier Cpk
III. Defective product reworked before shipment
IV. MTBF of product after installation

Question84: Three hospitals are located within the same metropolitan area. One hospital determined that both its
cafeteria and its gift shop ranked lower in variety and convenience than the other two hospitals. Which of
the following actions would be most appropriate?

Question85: To gain a competitive edge, a commercial flower grower seeks a technology solution that will improve
productivity, quality, customer satisfaction, and profits. Which of the following actions would provide the
best results within one year?

Question86: A common approach to understanding and improving a process is to:

Question87: Organizational components that not only support other internal functions but also support external
stakeholders are:

Question88: Lean tools are primarily focused on:

Question89: Which of the following statements are essential to understanding the theory of constraints?
I. The system, similar to a chain, is only as strong as its weakest link.
II. Not much improvement can occur until the weakest link is addressed.
III. Success or failure is dictated by the interaction of the process with the system.
IV. Once the weakest link is fixed, the system requires no further improvement.

Question90: Long-range trend analysis is typically used in performing which of the following activities?

Question91: The primary purpose of a supplier certification program is to:

Question92: Which of the following quality tools is most likely to identify a specific quality system effectiveness problem
to be addressed?

Question93: The mission statement for a quality function would best focus on:

Question94: Which of the following elements would be expected to be included in a good project plan?
I. Cost-benefit analysis
II. Timetable for completion
III. Description of required resources
IV. Statement of project deliverables

Question95: Typical tools used as aids in selecting members for a process improvement team are: