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ASQ - CQIA (Certified Quality Improvement Associate) Exam

63 Questions with Verified Answers

A type of line graph used to assess the stability of a process. - CORRECT ANSWER Control Chart The process of delegating decision-making authority to lower levels within the organization is the definition of... - CORRECT ANSWER Empowerment What are the four (4) steps in the continuous improvement process? - CORRECT ANSWER Understand the process. Error proof the process. Streamline the process. Reduce variation. The inspection and testing of finished product should be classified as which cost of quality?

1. Appraisal
2. Prevention
3. Internal failure
4. External failure - CORRECT ANSWER Appraisal Which of the following is defined as a set of functions or activities that work together for the benefit of the organization?
5. Process capability
6. Process Goals
7. System
8. Management - CORRECT ANSWER System In preparation for construction of a cause and effect diagram, it is important to...
9. Plot separate charts for each source.
10. Focus on problem outcomes.

3. Brainstorm ideas.
4. Validate possible root causes. - CORRECT ANSWER Brainstorm ideas A project team is best described as a team that...
5. Shares responsibility for completing a whole piece of work.
6. Monitors and controls a work process from start to finish.
7. Shares management responsibilities.
8. Is temporary in nature and has a specific focus. - CORRECT ANSWER Is temporary in nature and has a specific focus. The best way for a timekeeper to help a team is to...
9. Keep minutes of the meeting and record how much time was spent on each agenda item.
10. Keep track of time during the meeting and alert the team when allocated time is almost up.
11. Police the team agenda and let team members know when discussions must end.
12. Let team members know when too much time has been spent on a topic and has prevented the team from completing its work. - CORRECT ANSWER Keep track of time during the meeting and alert the team when allocated time is almost up. Process audits serve which of the following functions?
13. To identify low performing employees.
14. To ensure standardized quality practices.
15. To develop corrective actions.
16. To find non-compliant products. - CORRECT ANSWER To ensure standardized quality practices. Deming advocates ceasing dependence on mass inspection through the use of...
17. Simple inspection.
18. Process validation
19. Reliability testing.
20. Process improvement. - CORRECT ANSWER Process Improvement

A product audit is best described as...

1. A detailed examination of a finished product.
2. An examination of an activity to verify conformance to established procedures.
3. An examination of a company's management methods.
4. An independent evaluation of various aspects of part or component performance. - CORRECT ANSWER A detailed examination of a finished product. Quality is best defined as meeting...
5. Technical specifications.
6. Customer needs.
7. Budget requirements.
8. Purchase order requirements. - CORRECT ANSWER Customer needs. In order for a problem to be understood and solved correctly, which of the following must occur first?
9. Recognizing the problem.
10. Diagnosing the causes.
11. Forming an improvement team.
12. Obtaining management support. - CORRECT ANSWER Recognizing the problem. "Forming, Storming, norming, and performing" are terms that describe...
13. Process variation reduction and improvement phases.
14. Brainstorming process steps.
15. Stages of team growth.
16. Root cause identification and corrective action. - CORRECT ANSWER Stages of team growth. Which of the following is NOT one of the quality elements in the Juran Trilogy?
17. Quality Control.
18. Quality Planning
19. Quality Audits

4. Quality Improvement - CORRECT ANSWER Quality Audits Which of the following tools would be most appropriate for colleting data to study the symptoms of a problem?
5. A check sheet.
6. A flow diagram,
7. A force field analysis.
8. An activity network diagram. - CORRECT ANSWER A check sheet. Groupthink can be best described as...
9. Building synergy within the team.
10. Focusing on reaching any decision rather than the best.
11. Orienting new members about group norms and expectations.
12. Providing training in group decision-making. - CORRECT ANSWER Focusing on reaching any decision rather than the best. The "check" step of the plan-do-check-act (PDCA) cycle requires the team to...
13. Determine the cause and implement the change.
14. Observe the effects of the change.
15. Make the change and repeat the test.
16. Decide what change would improve the process the most. - CORRECT ANSWER Observe the effects of the change. Which of the following is the best definition of a flow chart?
17. A diagram used to structure ideas into useful categories.
18. An illustration used to analyze variation in a process.
19. A picture used to separate steps of a process in sequential order.
20. An analytical tool used to clarify opposing aspects of desired change. - CORRECT ANSWER A picture used to separate steps of a process in sequential order. Which of the following describes the Deming method for continuous improvement?

1. Cost of quality analysis.
2. Process map.
3. Tree diagram.
4. Plan-do-check-act (PDCA) cycle. - CORRECT ANSWER Plan-do-check-act (PDCA) cycle. One benefit of quality is that a reduction in errors can result in increased...
5. Dispersion.
6. Down time.
7. Cost savings.
8. Employee turnover. - CORRECT ANSWER Cost savings. Which of the following tools is most likely to be used to organize a list of ideas generated during a brainstorming session?
9. Activity network diagram.
10. Affinity diagram.
11. Histogram.
12. Process control chart. - CORRECT ANSWER Affinity Diagram. The facilitator for a quality improvement team should have which of the following characteristics?
13. Previous experience in the process, procedures, controls, and job instructions being investigated by the team.
14. Previous experience as a consultant from outside the company.
15. An in-depth understanding of process improvement tools and experience in implementing them.
16. The authority to resolve team impasses. - CORRECT ANSWER An in-depth understanding of process improvement tools and experience in implementing them. Which of the following is NOT necessary for team effectiveness?
17. The teams purpose is clearly understood and supported by all members.

2. The team is accountable for specific measurable outcomes.
3. A process exists for establishing goals and objectives.
4. Company management directly participates as a team member. - CORRECT ANSWER Company management directly participates as a team member. Fishbone Diagram: What are the other two (2) terms used to describe this diagram? - CORRECT ANSWER Ishikawa diagram, or the Cause and Effect diagram. Who created the Plan-Do-Check-Act (PDCA) cycle? - CORRECT ANSWER Walter Shewhart What system did Walter Shewhart develop? (Hint: SPC) - CORRECT ANSWER Statistical Process Control What is Statistical Process Control (SPC)? - CORRECT ANSWER This system measures variances in production systems, monitors consistency, and diagnoses problems in work processes. What is the Juran Trilogy? - CORRECT ANSWER Quality Planning, Quality Control, and Quality Improvement. What is Total Quality Control? - CORRECT ANSWER This concept is the need to involve all departments of a company in the pursuit of quality. What are the eight (8) quality management principles that form the basis of current international quality management requirements? - CORRECT ANSWER 1. Customer Orientation.
5. Leadership.
6. Involvement.
7. Process Management.
8. System Management.
9. Continual Improvement.
10. Fact-Based Decisions.
11. Close Supplier Relationships. What is Quality planning? - CORRECT ANSWER This type of planning is the process of developing a master plan that is linked to organizational strategy, goals, and

objectives that pertain to the quality of products or services to be delivered to customers. What is Strategic planning? - CORRECT ANSWER This type of planning deals with developing the long-range strategies of the organization. What is Tactical planning? - CORRECT ANSWER This type of planning (sometimes called action or project planning) deals with translating strategic objectives into actionable activities that must occur, on a short-term basis, to support the achievement of the strategic plans. What is Operational planning? - CORRECT ANSWER This type of planning deals with developing day to day operating procedures that ensure the quality of individual products and services. What is employee Empowerment? - CORRECT ANSWER This means that employees have the authority to make decisions and take action in their work areas without prior approval, within established boundaries. What is employee Involvement? - CORRECT ANSWER This allows employees to participate in decision making at some level, provides the necessary skills to accomplish the required task, and carefully defines responsibilities an authority. What is job enlargement? - CORRECT ANSWER Expanding the variety of tasks performed by an employee. What is job enrichment? - CORRECT ANSWER Increasing the worker's responsibilities and authority in work to be done. What is a system? - CORRECT ANSWER A set of interrelated or interacting processes. What is a process? - CORRECT ANSWER A set of interrelated or interacting activities that transforms inputs into outputs. What is a variation? - CORRECT ANSWER Differences, usually minor, from the designed and expected outputs of a process.

What is a special cause variation? - CORRECT ANSWER This type of variation results from unexpected or unusual occurrences that are not inherent in the process. What is a common cause variation? - CORRECT ANSWER This type of variation results from how the process is designed to operate and is a natural part of the process. What is tampering? - CORRECT ANSWER Making minor adjustments to a process because of perceived common cause variation. What are the two (2) other terms Common Causes sometimes called? - CORRECT ANSWER System causes or chance causes. What is a reliable process? - CORRECT ANSWER A process that produces the desired output each time with very little variation. What is a quality philosophy? - CORRECT ANSWER A system of fundamental or motivating principles that form a basis for action or belief. What type of diagram is useful as systematic tools for finding, sorting out, and documenting the cause of variation of quality in production and for organizing mutual relationships between them? - CORRECT ANSWER Ishikawa diagram. Also known as Fishbone diagram, or cause and effect diagram. What is Cost of Quality? - CORRECT ANSWER Refers to all costs involved in the prevention of defects, assessment of process performance, and measurement of financial consequences. Who developed the "zero defects" concept? - CORRECT ANSWER Philip B. Crosby What is the "zero defects" concept? - CORRECT ANSWER This concept is a way of explaining to employees the idea that everything should be done right the first time.

What are the four (4) absolutes of Quality Management, according to Crosby? - CORRECT ANSWER 1. Conformance to requirements is the only definition of quality.

2. What causes quality is prevention, not appraisal.
3. Zero defects is the only acceptable performance standard.
4. The price of nonconformance is how quality should be measured. What is a Natural Team? - CORRECT ANSWER This type of team is made up of persons who have responsibility for a specific process or function and who work together in a participative environment. What is a Process Improvement Team? - CORRECT ANSWER This type of tram focuses on creating or improving specific business processes. What kind of team might work on Incremental and Breakthrough Improvements?

• CORRECT ANSWER Process Improvement Team What is a Project Team? - CORRECT ANSWER This type of team is formed to achieve a specific mission. The objective may be to create something new, such as a facility, product, or service, or to accomplish a complex task. What is a Self-Directed Team? - CORRECT ANSWER This type of team is a group (or groups) of employees authorized to make a wide range of decisions about how they will handle issues regarding safety, quality, scheduling of work, allocation of work, setting of goals, maintenance of work standards, equipment maintenance, and resolution of conflicts. What is another word for Self-Directed Teams? - CORRECT ANSWER High- Performance Work Teams. What is a Virtual Team? - CORRECT ANSWER This type of team is a group of two or more persons who are usually affiliated with a common organization and have a common purposes. The nature of this team is that its members conduct their work either partly or entirely via electronic communications.

According to B. W. Tuckman, what are the four (4) stages of team growth as they develop maturity over time? And what is the fifth and final stage that was added later? - CORRECT ANSWER 1. Forming

2. Storming.
3. Norming.
4. Performing.
5. Adjourning (added later) What are the five stages of the evolution of conflict? - CORRECT ANSWER 1. Anticipation.
6. Conscious but unexpressed differences.
7. Discussion.
8. Open dispute.
9. Open conflict. What is GroupThink? - CORRECT ANSWER This occurs when most or all of the team members coalesce in support of an idea of a decision that hasn't been fully explored, or one on which some members secretly disagree.