CMQ-OE Exam Questions

Long-range trend analysis is typically used in performing which of the following activities?

Which of the following is true about the relationship between Cp and Cpk?

Which of the following techniques is most useful for measuring the test?retest reliability of a survey?

Management's goal is to continually improve customer service and satisfaction. Their actions include the following. Which of these actions is least likely to help achieve the goal?

At a distributor of plumbing supplies, which one of the following actions will have the most positive influence on employees to improve products, processes, and services?

Which of the following lists is most representative of "external customers"of the town's public high school?

Effective actions taken to improve products and service provided by a sports clothing manufacturer to the distributors of their athletic products could include:

Segmentation of a teaching hospital's patient database would be:

A clustered-preference customer segment would be characterized by:

Which of the following should be accomplished first when implementing customer relationship management initiatives?

Which of the following are proactive sources of customer information?

Which of the following is the most appropriate sequence of events for administering a customer satisfaction survey, from beginning to end?

Which of the following is the most direct technique for measuring customer value?

Quality function deployment looks at the relationship between all but which of the following components?

A focus group consisting of external customers would be useful to:

Mystery shopping is a term that applies to:

The first step in a successful customer satisfaction program is to:

A listening post is a:

In the development of a consumer appliance product survey which of the following data would likely aid the process?

To further improve customer loyalty, an investment service organization may effectively use which of the following strategies?

The best use of the cost of lost banking customers is to:

One of the most important customer service principles to apply is:

For a bookseller that sells entirely through a Web site, managing the diversity of customers would entail which of the following?

Typical factors chosen as criteria for supplier selection would include all but:

A condition under which a supplier appearing on the customer 's "OK to buy from" list would not be issued an order would be:

In medical device manufacturing and in pharmaceutical production, strict traceability is mandated by regulation. What type of actions may draw upon this requirement?

An action of highest priority is for suppliers to:

Some of the metrics that could be used to measure performance of a commercial painting contractor are:

Facts pertaining to which of the following would be critical in developing a system of supplier performance measurement for an aircraft engine manufacturer?

In planning the strategy for improving supplier performance, which of the following should be considered?

All except one of the following could be a benefit to a supplier in a partnership or alliance with a customer. Which one?

The role of supply chain management is to:

Which of the following is not a technique or practice involved in supplier logistics management?

The primary purpose of a supplier certification program is to:

Which of the following is the least effective technique for developing good relationships with suppliers?

The primary goal of procurement management is to:

Which of the following is the least desirable goal of the customer?supplier relationship?

When there is a slippage in quality, just-in-time inventory systems affect:

Designing effective training approaches must take into account:

Which of the following statements are true about the differences between training and education?

From the following pairs, select the most critical factors relating to training:

In time of financial stress, training is often one of the first functions to be discontinued, because:

Which of the following is the primary purpose of training?

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

A training needs analysis is:

All except one of the following is a technique used in assessing training needs. Which one is not?

Which of the following training delivery methods would be most effective in a situation with large employee populations, multiple sites needing concurrent delivery, and high turnov...

Which of the following is true?

All but one of the following relates to how adults learn. Which one?

All but one of the following is a job aid type instructional tool. Which one is not?