EMT Practice Test

1. Question Content...

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Question1: A recent employee survey included individual comments indicating that some employees are having to decide whether to follow a written procedure or do something contrary to procedure b their supervisor or manager told them to do it differently. In this situation, the first action the quality manager should take is to

Question2: Generally, which of the following is true about chance or random causes of variation?

Question3: A company achieving 3 4 defects per million opportunities meets which of the following commonly accepted sigma levels?

Question4: The following chart was developed by a team.

This is an example of what type of chart?

Question5: For a company's mission, vision, and value statements to become integral to the organization, which of the following actions should management take?

Question6: Which of the following approaches should be used to ensure that a training program will help solve a particular problem?

Question7: Rank in order, from first to last, the following list of steps a quality manager should take to anew quality Program.
1. Develop goals
2. Develop the plan
3. Assess needs
4. Execute the plan

Question8: The limits of an x control chart are usually calculated by using which of the following values?

Question9: Leadership is the process of creating an environment in which workers can become

Question10: When a companywide professional development program is being planned, which of the following factors should be considered first?

Question11: To communicate effectively, managers must understand that their own culture is

Question12: Which of the following sets of elements describes the key phases of a ship-to-stock (STS) system?

Question13: A customer submitted a comment card for a hotel chain detailing frustration with the condition of the fitness equipment. Within .1 week, this customer received a letter from the hotel manager apologizing for the inconvenience and a hotel voucher for one night's free stay. Upon returning for the free night's stay, the customer found the fitness equipment was in the same condition as the first stay, based on this information, the hotel's feedback program could best be described as having which of the following characteristics?

Question14: A company uses a process in which all workers and departments that are involved in bringing a product to market are required to participate in all phases of product development, from concept through delivery. What type of engineering process 1s the company using?

Question15: A team that is in the norming stage of development will exhibit which of the following behaviors?

Question16: Which of the following aspects of process measurement is most likely to produce false conclusions about that process?

Question17: The first step a customer should take when developing a supply chain should he to establish

Question18: Which of the following approaches should a manager take to solve interdepartmental problems?

Question19: Which of the following terms is defined as the measure of an instrument's ability to repeat its results?

Question20: Ethics in the workplace can include

Question21: According to Juran, the one element that is present in all corporate successes and absent in most failures is?

Question22: Rank in order, from first to last, the following five basic logical tools of the TOC thinking process.
1. Pre-requisite tree
2. Future reality tree
3. Current reality tree
4. Conflict resolution diagram
5. Transition tree

Question23: Empowerment is best described as the process of

Question24: A short-range trend analysis is most beneficial when it is used to

Question25: The best way to reduce variation in products from a supplier is to

Question26: One advantage of using a single-source supplier strategy is that it will

Question27: The security section at a manufacturing plant asked for support in forming in-home medical and fire response teams.
Management agreed and teams were formed with representatives from all departments. The type of team being used in this situation is an example of a

Question28: Supply chain management should focus on

Question29: Team-building activities should be implemented immediately after the team

Question30: To reduce- the potential for liability on a safety-related product component, management should focus on which of the following factors?

Question31: Which of the following approaches is most effective for long-term conflict resolution?

Question32: The most significant concern about using off-the-shelf software for statistical process control (SPC) analysis is the

Question33: Which of the following is an example of one-on instruction?

Question34: Which of the following metrics is included in a balanced scorecard?

Question35: A senior executive invites employees to become members of a team that will help make decisions about which actions to lake before implementing the action selected by the executive. What kind of leadership style is executive using?

Question36: According to Deming. management by fear most often results from managers who are driven by

Question37: Which of the following statements describes an effective relationship between an organization's strategic plan and its quality plan?

Question38: Computer House Call Company has been in business for 15 years and was once considered a leader in the home computer diagnostic and repair industry. The company has relied on its highly trained and experienced technicians to maintain its reputation, however, the new quality manager has analyzed technician reports for the past three years and the analysis indicates a steady increase in the number of issues found during post-diagnostic analysis. During the same timeframe, accounting has reported an increase in requests for refunds or discounts from customers complaining about continued computer problems and inadequate computer performance. To resolve these issues, the quality manager proposes using a process improvement methodology. In an effort to gain management approval for a process improvement methodology, the quality manager should collect and present data on which of the following.

Question39: Teams that are entering the performing stage often need help

Question40: The Vice President (VP) for quality has attended a series of employee and management focus groups and has discovered that not all team members believe they are being supported by their respective managers. Further analysis shows that some managers have not yet attended training on the basic principles of quality. Which of the following would be the most effective way for the VP to reinforce the management training on the basic quality principles?

Question41: A certified supplier can be described as a company whose processes and products have been investigated and the results indicate that the supplier

Question42: McGregor's Theory X-Theory Y model is based on the concept of

Question43: A good tool to use in managing multiple-customer requirements is a

Question44: During strategic planning, a team develops the following draft worksheet

The team is going to use this worksheet to

Question45: XYZ is a business-to-business company that knows the following about its customers.
* They each use XYZ's products differently, depending on their industry.
* They are located in various regions of North America and Europe.
* They have employee workforces of different sizes at different plants
* They pay different prices for the same products, depending on the volume purchased.

Question46: Rank in order, from first lo last, the following steps for deploying the strategic plan throughout the organization.
1. Development of quality goals and strategies by upper management
2. Implementation of action by line departments
3. Establish focus on customer needs
4. Translate strategies into the annual business plan

Question47: Which of the following is a benefit of using quality function deployment (QFD)?

Question48: One method to monitor perf and determine actions to satisfy customers is the use of balanced scorecards.
While there are many perspectives to consider in a scorecard, what is a good set to start with?

Question49: Which of the following approaches best describes a customer focused organization that involves continual improvement of all aspects of the organization?

Question50: What is the first step in creating change?

Question51: Which of the following statements driven organization?

Question52: Which of the following tools should HR use to monitor the number of hours lost due to worker absenteeism?

Question53: Which of the following is an example of common cause variation?

Question54: If company a hires a to convert its current train-as-needed model to a more proactive approach to training, which of the following steps should the manager take first?

Question55: A company needs to upgrade its inspection process which has not been changed in several years. The first action the quality manager should take is to A company needs to upgrade its inspection process which has not been changed in several years. The first action the quality manager should take is to

Question56: A service y has decided to expand the current focus of its regional territory to all of North America. This decision is an example of

Question57: A company that distributes merchandise to major retail stores is conducting a customer satisfaction survey.
The major problem with limiting those interviews to individuals in the company's sales contact list 1s that the list may Not include potential new customer

Question58: A customer is establishing a partnership with a new supplier and wants to ensure clear communications between the two companies.
Which of the following by the will it this effort?

Question59: Which of The following graphs indicates a positive correlation between two sets of data?

Question60: A company is in the planning phase of a supplier relations program. Which of the following steps is critical to establishing a successful program?

Question61: Which of the following groups would benefit most from detailed training on policy implementation, tactical decision-making, teamwork concepts, and technical quality tools?

Question62: A project manager should work with the project team to develop the master plan and schedule in order to ensure that the team members are

Question63: The most appropriate way to add: a cross-functional team member's lack of perf is by

Question64: One of the best ways to identify what Juran calls the "vital few" customers, is through

Question65: Which of the following factors is characteristic of companies that excel in customer satisfaction?

Question66: The metrics and goals for driving organizational performance should be established on the basis of

Question67: The most important reason for changing procedures or processes is to

Question68: To resolve inherent conflicts that arise from multiple customer requirements, an organization should use

Question69: ACME organization has several teams "feuding" with one another. This is causing quality issues with customers, due to the variability in services and a lack of understanding not valuing what the other learns are doing within the broader enterprise. An instructor has been identified to host team budding exercises to help remediate die antagonism and get the employees focused on cooperative value-laden improvement efforts.
Which of the following training approaches would be most effective?

Question70: Which of the following questions should a company ask before adopting a new technology?

Question71: To identify product attributes that are important to customers, an organization should use which of the following techniques?

Question72: An organization should use which of the following resources as guidance on quality-related issues?

Question73: Which of the following tools can be used to identify process variation?

Question74: What is the best method to establish customer requirements with multiple customers on a complicated product?

Question75: Which of the following are considered key processes in managing quality?

Question76: A company purchases electronic components and then assembles them to produce customer-specified code reader. Recently, the company has been tracking complaints about the product and found that the majority of complaints are in three key areas: faulty interface connectors, incomplete or failed code recognition from scans, and insufficient power in battery-operated mode. Since the components that contribute to these problems all come from different suppliers, the quality manager has proposed developing a supplier certification program to replace the current low-bid purchase contract system now being used. The quality council asks the manager to provide additional information about this program. As part of supplier certification, the company should perform which of the following actions?

Question77: An analysis of a company's strengths, weakness, opportunities and threats (SWOT) is designed to be used to

Question78: Which of the following customer segmentation factors would a company use to develop a "frequent buyer" program for its products?

Question79: Which of the following would be the focus of a competitive analysis?

Question80: The quality manager of a 250 employee bottling plant has been successful in using job enrich h to imp quality improvement on the production line. The company president is impressed with the gains made through this process and wants to expand the concept throughout the company to inspire all employees to focus on quality.
The president asks the quality manager to make a presentation to management on this topic. What is the critical point the quality manager should emphasize?

Question81: Which of the following tools should be used to determine how material is handled and who should handle it?

Question82: Several departments within an organization have implemented changes that improved their departmental results. However, the organizational results are decreasing. Which of the following concepts describes this situation?

Question83: Empowerment is best described as the process of

Question84: Which of the following formulas is used to calculate takt time?

Question85: Rank in order. from first to last, the following steps to creating a new service organization.
1. Implement new tactics at the front line
2. Clarify the service strategy
3. Evaluate the present level of service quality
4. Educate the organization

Question86: A company can maximize its return from a cost of quality program by investing more money in which of the following categories?

Question87: When an organization is deploying its strategic planning process, which of the following tools should be used to ensure that all of the strategies are supported at all levels?

Question88: Human resources (HR)has proposed instituting a program to encourage employees to submit suggestions.
Before implementing this plan. HR should do which of the following?

Question89: At a minimum, self-directed work teams should be authorized to

Question90: In order for feedback to be constructive, it should meet which of the following criteria?

Question91: Which of the following tools is used to help organize the output from a brainstorming session?

Question92: Organization X installs new machine technologies to identify latent key performance indicators (KPIs). What quality technique could be used to determine the KPIs to enhance the value of the short, medium, and long term strategic planning efforts?

Question93: In a balanced scorecard, which of the following figures is an example of a measure from the Learning and growth perspective?

Question94: The constraint that is most often encountered by virtual teams that c ate via telephone and e-mail is the

Question95: Which of the following methods is used to listen to customers to learn exactly what they want and then, using a logical system, determine how best to fulfill those needs with available resources?

Question96: When selecting new employees for jobs requiring cross-functional communication, one criterion a manager should consider is the employee's

Question97: Corporate headquarters has established the use of the Baldrige Award criteria as the standard for all divisions.
West Division's general manager calls the quality director and says, ''We do not want to use this criteria, but your job as quality director for the division will be to make it look as if we are using it. " In this situation, the quality director's best response would be to tell the manager that

Question98: The most effective way lo simplify a process is by improving which of the following factors?

Question99: A quality inspector who has worked in the quality assurance department for five years goes to the quality manager and asks what is necessary to advance into a p as a quality If the y has adopted a TQM approach, the quality manager should respond in which of the following ways?

Question100: A 500-employee company is being acquired by one of its competitors. How should the company president communicate this change to the employees?

Question101: After conducting a kaizen event for cycle time reduction. which of the following should be true?

Question102: A company has entered into a partnership with a key supplier. All other sources for this key component have been eliminated. An auditor reports that the qualifying audit done by the previous auditor contained a significant omission. In this situation, the quality manager should do which of the following first?

Question103: In order to effectively, must understand which of the following aspects of their audience?

Question104:
The house of quality pictured above was designed for product planning and development to specific customer wants and needs, which of the following sections would contain the planning matrix that lists market research and strategic planning?

Question105: Root cause analyses often fail at the testing phase because they fail to

Question106: A training director who needs to link specific training modules to the organization's business needs should ask area managers which of the following questions?

Question107: Who is responsible for conducting audits for ISO 9001 registration?

Question108: According to the Taguehi loss function, which of the following statements is true about total quality costs?

Question109: Which of the following elements describes the combination of the severity and probability of occurrence of harm?

Question110: A company should take which of the following actions to identify customer expectations?

Question111: The best way to create ownership in a major organizational change is to

Question112: Who has ultimate responsibility for quality in a service organisation?

Question113: A process engineer has calculated that the purchase of a new $150.000 cutter for machines would enable the assembly area to increase output by 30% or more, without additional resource cost. The purchase would exceed the quality budget for the year but would reduce the total operating cost of the assembly department. If the process engineer, the quality manager, and the manager of the machining department collaborate to decide whether to buy the new cutter, they would be using which of the following type of management styles?

Question114: Which of the following elements is critical to teams being successful?

Question115: Which of the following actions will help make on-the-job training more effective?

Question116: Design for six sigma most commonly users which of the following tools?

Question117: Program evaluation and review technique (PHRT) charts are designed to support which of the following processes?

Question118: Throughput is defined as the

Question119: Which of the following characteristics is expected in a leader but not a manager?

Question120: Which of the following actions is considered a best practice in a customer-driven organisation?

Question121:
The formula above is known as the

Question122: A few weeks ago. an internal quality auditor for a company completed an audit in one area of the quality system. Two corrective action requests (CARs) resulted from the audit. The supervisor of quality audits voided the two C'ARs without giving the auditor any substantial reason for the action, and the auditor has since fallen behind schedule on performing other audits. In this situation, the quality manager should take which of the following steps first?

Question123: Which of the following steps should a company lake to improve its customer satisfaction levels?

Question124: Which of the following tools is used to help organist the output from a brainstorming session?

Question125: An effective way for a customer to prepare to negotiate with a current supplier is by

Question126: Which of the following actions will help transform the culture of a traditional organisation to one that supports a total quality philosophy?

Question127: The manager for a quality improvement project at an organization receives the project charter during the initiation phase of a project.
'Which of the following information should the expect to find in this document?

Question128: A company that wants to achieve a goal of zero defects must have which of the following processes in place?

Question129: Resource leveling is used to accomplish which of the following objective?

Question130: To ensure continued customer loyalty, a company must take which of the following steps?

Question131: If a company finds that employee satisfaction is positively correlated with external customer satisfaction, it would be appropriate for management to link customer satisfaction measurement with

Question132: Which of the following tools is used to determine whether special cause variation exists in a process?

Question133: Rank in older, from firs! to last, the following steps to crediting a new service organization.
1. Implement new tactics at the front line
2. Clarify the service strategy
3. Evaluate the present level of service quality
4. Educate the organisation

Question134: Which of the following is an example of one-on-one instruction?

Question135: The chart below shows planned costs and actual expenditures. Between times 4 and B the chart indicates which type of cost?

Question136: Which of the following actions indicates that senior management actively supports the company's quality initiatives?

Question137: Which of the following basic economic realities makes budgeting necessary?

Question138: The audit team that will be most effective in performing an internal department audit is one that

Question139: Which of the following is the best way for a company to d how it authorizes projects?

Question140: When a unit of measure is being established for a product, the most important consideration is that the

Question141: A Gantt chart is useful for managing which of the following stages of a project?

Question142: Which of the following is the best tool to use to identify the specific tasks needed to complete a project?

Question143: The first step to establishing a supplier certification program is to

Question144: First Community Bank Holding Company executive management has initiated an environmental scan lo determine the strategy to respond to new regulatory' standards. Management has observed that the bank has a good reputation in the marketplace, a talented workforce. 600 different options for investment strategies, and a solid management team, which is compensated substantially above industry levels. The bank is considering offering on-line securities trading as a new service to its customers. Which of the following should management consider as an external threat to First Community Bank Holding?

Question145: When an organization is the developing a supplier certification process, what type of suppliers should be examined first?

Question146: Which of the following activities describes the team leader's role in a team-based organisation?

Question147: To be effective, a knowledge management system should include which of the following elements?

Question148: What is the first phase in initiating a benchmarking plan?

Question149: The most common reason that companywide quality training programs fail is because the

Question150: Which of the following training methods requires the greatest amount of monitoring in order to control variation?

Question151: A process capability study is designed to show the

Question152: In response to changing market conditions, a company has revised its corporate goals. Which of the following tools would be appropriate for the sales and marketing team to use to align its strategy to those new goals?

Question153: What is the first step in implementing quality function deployment (QFD)?

Question154: An adult training program is most effective when it

Question155: Which of the following actions indicates that an interviewer is using active listening techniques?

Question156: In an effort to reduce quality costs, a quality manager has implemented a cross-functional process improvement team. Which of the following activities should the team perform first?

Question157: Rank in order, from first to last, the following steps in the supplier certification process.
1. Monitor performance
2. Develop criteria and process
3. Report results and award certification
4. Evaluate suppliers

Question158: Which of the following is the first activity required in strategic planning for quality training?

Question159: An organization has hired a quality consultant to help with its strategic planning process. If the company does not have a defined mission and vision, the consultant's first step should be to

Question160: Materials that are accepted through a material review process even if they are out of specification are considered

Question161: During what stage of team development do team members express suspicion and anxiety about their mission and purpose?

Question162: Which of the following is classified as an appraisal cost?

Question163: When benchmarking is briny considered for process improvement, which of the following is the most appropriate starting point?

Question164: In order to promote effective quality improvements throughout an organization. management should do which of the following?

Question165: A company's training needs analysis shows that the only people in the organization who have been (rained in quality function deployment (QFD) are the quality stall members. The quality manager should do which of the following to address this problem?

Question166: Companies that survey (heir internal customers have learned which of the following about quality-related issues?

Question167: Which of the following sets of elements represents the four levels of training evaluation?

Question168: Which of the following objectives is an example of a tactical quality goal?

Question169: What is the first step a process owner must take in order to create a written process?

Question170: It is the team sponsor's responsibility to

Question171: If a department manager asks the quality manager for help in defining its quality responsibilities, the should recommend that the department focus on

Question172: Which of the following is a constraint, even on a high-perforating team?

Question173: A project leader is experiencing a situation in which team members do not seem to be winking well together and are instead questioning the project goals. This team is most likely at what stage oi" development?