EMT Practice Test

1. Question Content...

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Question1: The following chart was developed by a team.

This is an example of what type of chart?

Question2: A cross-functional team has been working t>n a process improvement project that affects departments A. B.C. and D. Once the project is completed, which of the following people associated with the team is responsible for ensuring that the changes are integrated into the processes of the affected departments?

Question3: A customer is developing a supplier evaluation program and uses five different companies to supply raw materials and component parts. Which of the following methods should the quality manager use to establish baseline data on these suppliers?

Question4: Which of the following actions will help make on-the-job training more effective?

Question5:
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?

Question6: In cultural and human interactions, misunderstandings at the informal level are most damaging because

Question7: Which of the following communication skills is most important for a virtual team to have to avoid making incorrect assumptions?

Question8: Which of the following tools is used to determine whether special cause variation exists in a process?

Question9: The following, chart was developed by a team to conduct a SWOT analysis.

The S-O quadrant indicates the area where

Question10: A company should take which of the following actions to identify customer expectations?

Question11: Which of the following is the first step in improving an existing process?

Question12: Which of the following actions by a leader is considered a roadblock to organizational success?

Question13: Which of the following components in a feedback loop is designed to measure the performance of an item and report the result to the umpire?

Question14: A company's human resources (HR) department recently conducted a training needs analysis and identified new training requirements for staff in the quality department. Most of the employees in that department have been with the company for many years and openly resent the suggestion that they need additional training. In this situation, what would be the best way for the quality manager to respond?

Question15: The study of human behavior within a moral context can be described as

Question16: 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?

Question17: A CEO has announced a new vision in automation, integration, and technology. The CEO 1 how these el play an important role in the global business process simplification. In response to this vision, the CEO announces a more advanced new information system that will replace the old system. How would a Corporate IT Director manage the organization's performance and risks based on this new mandatory information system?

Question18: Who has ultimate responsibility for quality in a service organization?

Question19: A company's quality training manager tells the quality director that the performance of one of the instructors has been steadily declining. The manager presents course critiques as support, along with written feedback from two sessions in which the training manager suggested corrective action for the instructor. If the training manager asks the quality director to take action, the director's most appropriate action would be to

Question20: The key objective of analyzing a company's strengths, weaknesses, opportunities, and threats (SWOT) is to:

Question21: The following control chart was created by a process improvement team.

On the basis of this chart, the team should do which of the following first?

Question22: 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?

Question23: Not automating ineffective processes and choosing the lowest technology that gets the job done are examples of understanding the

Question24: A marketing group used data from internally developed customer satisfaction surveys and externally acquired market share data covering the same period to develop the following graph. The CEO asks the quality manager to review this information and explain it at the next senior management meeting.

Which of the following is the most appropriate initial observation explaining the chart?

Question25: One reason for a service company to segment its customer base is to identify customer groups that:

Question26: In order for a supplier certification program to be successful for all parties, the first step in the process should be to

Question27: Which of the following is classified as an appraisal cost?

Question28: In the theory of constraints, what 1s the greatest obstacle to eliminating a policy constraint?

Question29: 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

Question30: 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

Question31: 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?

Question32: Which of the following terms is defined as the measure of an instrument's ability to repeat its results?

Question33: One of Deming's 14 points is the suggestion that companies should use:

Question34: Which of the following steps must be taken to create a successful on-the-job training program?

Question35: An organization that liar, similar norms and values across product, unit, or functional boundaries is best described as having which of the following types of culture?

Question36: A process capability study is designed to show the

Question37: 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?

Question38: How should the quality manager respond to the improving customer satisfaction trend?

Question39: A regression analysis be used to determine

Question40: Which of the following elements is critical to teams being successful?

Question41: For this question, please refer to the following flow diagram of a company's forecasting and internal ordering process.

This diagram can also be used to show

Question42: Which of the following factors is most likely to affect a project's cost?

Question43: 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.

Question44: If a department manager asks the quality manager for help in defining its quality responsibilities, the should recommend that the department focus on

Question45: A team has been formed with the goal of reducing the number of chemical suppliers. The team has found that the company purchases 27 different chemicals from 42 different suppliers. The best tool to use first to analyze these data would be a

Question46: Senior management is considering the impact that proposed quality improvement projects will have on its various stakeholders. Which of the following actions should management take first?

Question47: The definition and communication of the quality vision, mission, and goals of a company is the primary responsibility of the

Question48: 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?

Question49: To make quality training relevant to both the trainees and the company, a quality manager must ensure that the training

Question50: After tentatively accepting a position that has more responsibility and potential range of influence, the quality engineer learns the position also affords them significant visibility with cross-functional upper management.
Using the Kano Model above, "Upper management Visibility" is a

Question51: 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

Question52: The best way to identify all of the customers of a product is to

Question53:
The formula above is known as the

Question54: 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

Question55: A U.S. manufacturer has an offshore, single-source supplier for a critical part. Many of the parts are rejected by receiving inspection because they are out of tolerance, but the material review board subsequently accepts those rejects. If a process improvement team has been asked to focus on this problem, which of the following steps should the team take first?

Question56: When a quality manager develops a long-term strategy for quality within an organization, winch of the following is the first step?

Question57: 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

Question58: During what stage of team development do team members express suspicion and anxiety about their mission and purpose?

Question59: Typically, which of the following engineering functions is considered part of the quality function?

Question60: If a company hires a training manager 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?

Question61: Which of the following actions is considered a best practice in a customer-driven organisation?

Question62: Which of the following is an external failure cost?

Question63: Which of the following tools is used to clarify roles and track accountability between activities and related stakeholders?

Question64: The first step to establishing a supplier certification program is to

Question65: A team member who is seen as an expert can become a significant constraint to the team's success when the person

Question66: Which of the following is the first step in managing risk for a project?

Question67: A companywide quality management system is defined as a

Question68: A spirited disagreement has developed between two department heads at a staff meeting. As facilitator of the meeting, the quality manager should

Question69: The following charts represent the defects reported by the ABC Manufacturing: Company. Customer X and Customer Y both received the same amounts of components from ABC.

Question70: Process improvement teams should receive training in which of the following topics?

Question71: Which of the following organizational structures is best characterized by dual lines of authority and cross- functional teams?

Question72: Which of the following tools can be used to estimate the expected percentage of defective material in a process that is in statistical control?

Question73: Which of the following elements is an essential feature of a "pull" production system?

Question74: The best way to create ownership in a major organizational change is to

Question75: Which of the following has the greatest potential to harm customer loyalty?

Question76: If an employee compensation plan is linked to pre-established company, team, and functional area goals, the plan is described as

Question77: Materials that are accepted through a material review process even if they are out of specification are considered

Question78: When a project team is monitoring the schedule variance of a project, which of the following is the most important question to ask first?

Question79: Which of the following tools should a trainer use to identify the existing levels of employee knowledge?

Question80: A project improvement team has identified several key issues but disagrees over the importance of certain issues. If project resources are limited and the key issues are similar. which of the following tools wall help resolve the disagreement?

Question81: Which of the following activities describes the team leader's role in a team-based organisation?

Question82: To be effective, a knowledge management system should include which of the following elements?

Question83: In order for a self-directed work team to be successful, the individual members must be responsible for

Question84: In order to promote effective quality improvements throughout an organization. management should do which of the following?

Question85: Which of the following steps should a company lake to improve its customer satisfaction levels?

Question86: Which of the following is the first activity required in strategic planning for quality training?

Question87: In the Kano model, which of the following best defines an exciter attribute?

Question88: A transportation company offers a discount to companies that complete a customer- satisfaction survey. The purpose of offering this kind of discount is to

Question89: Which of the following tools is used to help organist the output from a brainstorming session?

Question90: A quality system should be based on which of the following fundamental management principles?

Question91: The enhancement of one part of an organization at the expense of another is one definition of

Question92: 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

Question93: Senior management has scheduled a meeting to review the results of a recent assessment that the quality manager has been overseeing for three months. If only 15 minutes are allotted for presenting the findings, which of the following actions would be most effective for the quality manager to take?

Question94: Which of the following sets of elements represents the four levels of training evaluation?

Question95: Complaints have been received regarding a telephone voice-mail system being full and prohibiting new callers from leaving messages.
'Which of the following types of teams should be chartered to address the voice-mail issue?

Question96: Team ground rules are generally established during which of the following stages of team growth?

Question97: A company has been successfully using total quality management methods for several years. The supervisor of a very productive department is moved to manage another department. After several months, senior management notices a decline in production in the supervisor's new department and asks the quality manager to look into the matter. In this situation, the quality manager should do which of the following?

Question98: If an activity time within a critical path is increased, which of the following is most likely to occur?

Question99: Throughput is defined as the

Question100: Which of The following graphs indicates a positive correlation between two sets of data?

Question101: For a company's mission, vision, and value statements to become integral to the organization, which of the following actions should management take?

Question102: Which of the following approaches to explaining the importance of quality is likely to capture the attention of executive management?

Question103: On the basis of the trend shown in the chart below, which of the following actions, if any. would be appropriate for a quality manager to take?

Question104: A recent analysis by a quality engineer indicates that a significant number of field failures are attributable to one component. Further research reveals that the component in question was neither designed nor manufactured to the customer's specifications. A potential for personal injury from the failure of this component exists, but to date no injuries have been reported. In this situation, the quality manager should take which of the following actions first?

Question105: Which of the following statements is true about using stakeholder analysis? A stakeholder analysis

Question106: 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?

Question107: In a customer-driven company, one of the key roles of the sales function should be to

Question108: In project management, a benefit/cost ratio can be used to

Question109: An organization has recently revised its mission and vision to include a strong statement about its commitment to quality excellence. When the organization implements its quality training program, which of the following groups should be trained first?

Question110: Which of the following standards is a guidance for environment management?

Question111: To reduce- the potential for liability on a safety-related product component, management should focus on which of the following factors?

Question112: Which of the following metrics is included in a balanced scorecard?

Question113: The constraint that is most often encountered by virtual teams that c ate via telephone and e-mail is the

Question114: The limits of an x control chart are usually calculated by using which of the following values?

Question115: Which of the following elements of an organisation's strategic planning process includes developing detailed action plans, defining: resource requirements, establishing performance measures, and aligning work units?

Question116: A 500-employee company is being acquired by one of its competitors. How should the company president communicate this change to the employees?

Question117: A quality department should use which of the following documents when developing its goals and objectives?

Question118: A company that wants to achieve a goal of zero defects must have which of the following processes in place?

Question119: A company's area director is upset that quality levels have not improved since a quality training session was held a month ago. The area director tells the quality manager to schedule additional training as soon as possible In response the quality should do which of the following first?

Question120: Which of the following features of continuous improvement differentiates it from other quality methods?

Question121: A project manager is analyzing dependencies between various tasks in a complex project to determine the most efficient sequence of activities. Which of the following tools should be used?

Question122: Which of the following is an example of one-on instruction?

Question123: Who has ultimate responsibility for quality in a service organisation?

Question124: In a balanced scorecard, which of the following figures is an example of a measure from the Learning and growth perspective?

Question125: If lack of access is identified as a major problem in providing excellent customer service, which of the following solutions would be most effective?

Question126: 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

Question127: The most common reason that companywide quality training programs fail is because the

Question128: In order for policies and values to reflect a company's vision, the strategic planning process must begin with

Question129: Which of the following strategic actions best ensures compliance with evolving legal and regulatory requirements?

Question130: Design for six sigma most commonly users which of the following tools?

Question131: A company purchases electronic components and then assembles them to produce customer-specified code readers. 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.
Upon Supplier Certification, the amount of reliance on the supplier for verification is

Question132: On a balance sheet, which of the following elements should be classified as "assets"?

Question133: Which of the following elements must be known in order for a team to conduct a process capability study?

Question134: The first step in designing a customer satisfaction measurement (CSM) program is to

Question135: In project management, the sequence of activities that represents the longest period to finish the project is known as the

Question136: Which emerging technology in Quality 4.0 is most likely to enable real-time process monitoring and decision- making?

Question137: When a unit of measure is being established for a product, the most important consideration is that the

Question138: One of the first steps in optimizing the supply chain is to

Question139: 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.

Question140: The most important reason for changing procedures or processes is to

Question141: In order for metrics to be useful in measuring quality projects and initiatives, the metrics must be

Question142: 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?

Question143: According to the Taguehi loss function, which of the following statements is true about total quality costs?

Question144: An ISO 9001 compliant company can drive organization-wide improvements effectively by

Question145: A company's top management has decided to change the role of production supervisor-, from providing oversight to becoming coaches for production workers. In this situation, which of the following steps should be taken first?

Question146: A company should develop or expand its quality policy in order to

Question147: Which of the following actions is most likely to cause a delay in a project?

Question148: Employee empowerment is characteristic of a company that applies which of the following management styles?

Question149: A production line has a dropped OEE by 10% from the previous week. The MTBF = 5.4 min, and MTTR =
17.8. Which of the following is the most appropriate step to take in order to solve this substantial 1al loss of performance based on the information available?

Question150: Which of the following groups has primary responsibility for ensuring thai employees attend appropriate training sessions?

Question151: One of Deming's 14 points indicates that goals?

Question152: Which of the following sets of elements describes the key phases of a ship-to-stock (STS) system?

Question153: A new quality manager just found QUI that the company has been awarded three new contracts for the coming year and the quality department had not been informed of these contracts until now. If there is no policy or procedure in the company manual governing advanced quality planning, the manager should do which of the following?

Question154: Members of a strategic quality management council have which of the following responsibilities?

Question155: 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?

Question156: Which of the following factors should be considered in the interpretation of a histogram?

Question157: 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

Question158: Which of the following statements is true about using the plan-do-check-act (PDCA) methodology to make an improvement?

Question159: Which of the following terms refers to a systematic error?

Question160: An organization should use which of the following resources as guidance on quality-related issues?

Question161: Which of the following tools can be used to conduct a time series analysis of process performance?

Question162: After learning that control charts were not being used in production, the manager of a newly created quality department provided SPC training to everyone in the plant. The manager received many favorable comments about the training in the weeks immediately after the training classes, and a number of departments began creating and using control charts. However, six months later, only the finishing area was using the charts.
If the manager were to survey the plant personnel at this point, which of the following measures of training effectiveness would be likely to receive a positive rating?

Question163: When selecting new employees for jobs requiring cross-functional communication, one criterion a manager should consider is the employee's

Question164: Which of the following approaches should a manager take to solve interdepartmental problems?

Question165: McGregor's Theory X-Theory Y model is based on the concept of

Question166: Which of the following elements describes the combination of the severity and probability of occurrence of harm?

Question167: Generally, which of the following is true about chance or random causes of variation?

Question168: Empowerment is best described as the process of

Question169: 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?

Question170: The chart below shows planned costs and actual expenditures. Between times 4 and B the chart indicates which type of cost?

Question171: Which of the following aspects of process measurement is most likely to produce false conclusions about that process?

Question172: Which of the following question types should be used when a company interviews a small group of customers about their level of satisfaction?

Question173: Supply chain management should focus on

Question174: Which of the following steps should an organization take immediately after creating its strategic plan?

Question175: According to Crosby. quality is defined as

Question176: To resolve inherent conflicts that arise from multiple customer requirements, an organization should use

Question177: A continuous process yields the following output data. On the basis of this chart, which of the following questions would be appropriate to ask about this process?

Question178: The most appropriate way to add: a cross-functional team member's lack of perf is by

Question179: In the initial stage of project planning, which of the following would be considered an external factor influencing the project?

Question180: When the human resources (HR) department provides training throughout the organization. which of the following would be considered an internal customer?

Question181: A corporate leader who allows division managers to control the decision-making process in their area is using what type of leadership?

Question182: The following chart was created from data collected over the past 5 months.

Question183: 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?

Question184: The following charts represent the defects reported by the ABC Manufacturing Company. Customer X and Customer Y both received the same amounts of components; from ABC.

Customer X threatens to ehange suppliers unless ABC fixes the process that is creating defect type E. On the basis of the data presented above, how should ABC respond to Customer X?

Question185: In terms of performance and perception, which of the following best describes a car with a reputation as an unreliable vehicle that gets better mileage and more reliable operation at lower cost than other vehicles in its class?

Question186: A company's training needs analysis shows that the only people in the organization who have been trained in quality function deployment (QFD) are the quality staff members. The quality manager should do which of the following to address this problem?

Question187: Which of the following behaviors best exemplifies proper etiquette for e-communication in a professional setting?

Question188: The concept of a balanced scorecard in measuring organizational performance stresses the importance of balance between

Question189: Three middle managers from a company attended a seminar and discussed how the techniques they learned could be incorporated in their processes to give them a competitive advantage. They met with top management, who agreed that the information should be shared with production supervisors and distributed to all employees. A month later, a follow-up assessment revealed that almost no one was using the new techniques, and a majority of employees surveyed said they felt threatened by the change the techniques would require.
The fact that people feel threatened by the change indicates that:

Question190: Which of the following could be a cause of the control chart results?

Question191: A SWOT analysis should he performed when a company is

Question192: A social agency has recently implemented a cross-functional team approach to improving the agency's intake system. The team implemented changes that reduced client processing time by 50%. Which of the following actions by the agency director is likely to be most effective in sustaining the agency's improved process?

Question193: The audit team that will be most effective in performing an internal department audit is one that

Question194: Regulatory standards are derived from which of the following sources?

Question195: A company's vision and mission statements should be used to generate its