CMQ-OE 試験問題を無料オンラインアクセス

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.

• A.Hours of technician training
• B.The number of customers served
• C.Total cost of quality
• D.Total manufacturing: costs

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

• A.Multiple answer
• B.Open-ended
• C.Closed-ended
• D.True/false

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

• A.discussing the issue openly at the next team meeting
• B.removing the member from the team
• C.providing feedback to the team member
• D.discussing the issue with the team member's supervisor

A company's long-term top priority should always be to

• A.meet shareholder expectations
• B.establish repeatable processes
• C.satisfy customers
• D.retain top employees

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

• A.participation by various functional departments is lacking
• B.support of management is lacking
• C.participants' baseline skills are too diverse
• D.language and concepts are to complex