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ASQ Certified Manager of Quality/Organizational Excellence Exam Sample Questions (Q185-Q190):

NEW QUESTION # 185
A nonconforming product that is discovered during manufacturing should be classified as what kind of cost of quality?

A. Appraisal
B. Prevention
C. Internal failure
D. External failure

Answer: C

Explanation:
Detailed Explanation:
The correct answer is D. Internal failure.
A nonconforming product discovered during manufacturing is an internal failure cost because the defect is found before the product reaches the customer.
Internal failure costs include costs associated with defects detected within the organization, such as:
* Scrap
* Rework
* Retesting
* Reinspection
* Downtime caused by defects
These costs arise because the process failed to produce conforming output, but the issue was identified internally before shipment or customer use.
Why the other options are incorrect:
A). Prevention
Prevention costs are costs incurred to avoid defects from occurring, such as training, process design, and quality planning.
B). Appraisal
Appraisal costs are costs of evaluating products or processes, such as inspection, testing, and audits.
C). External failure
External failure costs occur when defects are found after the product reaches the customer, such as warranty claims, returns, and complaints.
Quality Management Excellence reference basis:
This answer is consistent with Quality Management Excellence principles of:
* distinguishing prevention, appraisal, and failure costs,
* identifying where in the process the defect is discovered,
* and using that distinction for accurate cost-of-quality analysis.

NEW QUESTION # 186
Which of the following is the most appropriate sequence of events for administering a customer satisfaction survey, from beginning to end?
I. Prepare the survey instrument.
II. Administer the survey.
III. Report the results.
IV. Identify survey objectives.
V. Analyze the data.
VI. Organize the data.

A. IV, I, II, VI, V, III
B. I, VI, IV, II, V, III
C. VI, I, II, V, IV, III
D. I, II, V, VI, III, IV

Answer: A

NEW QUESTION # 187
Some of the issues that make leadership difficult to define include:

A. Leadership of an organization may be an appointed role
B. A, B and C all are correct
C. Leadership may be taken on at various times by different people who are working together on a particular project
D. Deming described primary responsibility of a leader as transformation of the organization

Answer: B

NEW QUESTION # 188
In order to be successful, a company should offer products or services that:

A. Consistently satisfy or exceed customers ' expectations
B. Maximize the company ' s quarterly profits
C. Are the least expensive in the marketplace
D. Consistently meet customers ' requirements

Answer: D

Explanation:
Detailed Explanation:
The correct answer is C. Consistently meet customers ' requirements.
In quality management, the foundational expectation is that products and services must consistently meet customer requirements. This is the core baseline of quality. A company may sometimes exceed expectations, but the essential and required principle is consistent conformity to what the customer needs and expects as defined requirements.
From a Quality Management Excellence perspective, this is the strongest answer because it stays at the level of a requirement-based quality principle rather than a marketing ambition or financial objective.
Why C is better than D:
"Consistently satisfy or exceed customers' expectations" sounds attractive, but in formal quality management language, requirements are the more reliable and governable standard. Expectations can be subjective, variable, or not clearly defined. Quality systems are built around identifying, understanding, and consistently meeting requirements. Exceeding expectations may be beneficial, but it is not the primary quality definition.
Why the other options are incorrect:
A). Are the least expensive in the marketplace
Low cost alone does not define success in quality management. A product can be inexpensive and still fail customer requirements.
B). Maximize the company ' s quarterly profits
Profit is a business outcome, not the core quality principle that determines whether the product or service is suitable for customers.
D). Consistently satisfy or exceed customers ' expectations
This sounds stronger, but it is less precise in quality-system terms. Expectations may go beyond formal requirements. The essential quality obligation is to consistently meet defined customer requirements.
Quality Management Excellence reference basis:
The uploaded operating model states that requirement claims should be tied to a clear basis and not be loosely inferred. The glossary also defines a requirement as a need or expectation that is stated, generally implied, or obligatory in the applicable context, and notes that the term should be used carefully. This supports choosing the answer centered on meeting customer requirements rather than a broader, less controlled idea of exceeding expectations.

NEW QUESTION # 189
Training appears to be needed in all but one of the following situations. Which one?

A. A continual stream of terminations and new hires is occurring
B. A new law requires that training be done
C. All employees must learn basic quality principles
D. A cell structure is being created and all employees within each cell must be able to do any task within the cell

Answer: C

NEW QUESTION # 190
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