CSQA Prep - Chapter 2- Quality Leadership
This quiz tests out your knowledge from Chapter 2 - Quality Leadership.
Questions and Answers
- 1.
- What level of management is most critical to the successful implementation of a quality program? (p. 2-4)
- A.
Middle Managment
- B.
Executive Management
- C.
Project Managment
- D.
Release Managment
- 2.
What level of management is typically the weak link in quality management efforts? (p. 2-4)
- A.
Release Management
- B.
Executive Management
- C.
Middle Managment
- D.
Program Managment
Correct Answer
C. Middle ManagmentExplanation
As the slowest group to accept the process, middle management is the weakest link in most quality
management efforts.Rate this question:
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- 3.
The person who accepts personal responsibility for the success of quality management without being assigned the responsibility. (p. 2-5)
- A.
Quality Assurance Team Lead
- B.
Project Lead
- C.
Executive Manager
- D.
Quality Champion
Correct Answer
D. Quality ChampionExplanation
This is the
person who accepts personal responsibility for the success of quality management without being
assigned the responsibility.Rate this question:
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- 4.
The two biggest mistakes usually made when implementing a quality management environment. (p. 2-6)Please Select TWO.
- A.
Understanding Cultural Changes
- B.
Lack of process flow
- C.
Weak communication strategy
- D.
Time Required for accompishing changes
Correct Answer(s)
A. Understanding Cultural Changes
D. Time Required for accompishing changesExplanation
The
biggest mistake usually made when implementing a quality management environment is
underestimating the cultural changes that must occur and the time required for accomplishing these
changes.Rate this question:
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- 5.
If the Traditional Management philosophy is Fire Fighting, than what is the Quality Management philosophy approach? (p. 2-6)
- A.
Continuous Process Improvement
- B.
Teamwork
- C.
Using the process
- D.
Refinement of the Process
Correct Answer
A. Continuous Process ImprovementExplanation
From Table 2.1 on p. 2-6Rate this question:
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- 6.
If the Traditional Management philosophy is Who Made the Error, than what is the Quality Management philosophy approach? (p. 2-6)
- A.
Who created the error?
- B.
What allowed the error?
- C.
What process was missed that lead to error?
- D.
When was error missed?
Correct Answer
B. What allowed the error?Explanation
From Table 2.1 on p. 2-6Rate this question:
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- 7.
If the Traditional Management culture change is an Undirected Relationship for Suppliers, than what is the cultural change approach for Quality Management? (p. 2-7)
- A.
Leveling
- B.
Communication Approach
- C.
Partnership
- D.
Point to Point
Correct Answer
C. PartnershipExplanation
From Table 2.2 on p. 2-7Rate this question:
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- 8.
Name at least 4 of the 7 Quality Management culture values for the Role of Manager. (p. 2-7)Please select 4 of the 5.
- A.
Communicate
- B.
Consult
- C.
Delegate
- D.
Shadowing
- E.
Mentoring
Correct Answer(s)
A. Communicate
B. Consult
C. Delegate
E. MentoringExplanation
From Table 2.2 on p. 2-7Rate this question:
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- 9.
If a manager works within the system to follow accepted practices, than what does a Leader do? (p. 2.-7)
- A.
The leader determines the optimal path to take and then delegates
- B.
The Leader determines where the organization needs to be, and then does what is necessary to get there.
- C.
The Leader polls his staff on what direction to take
Correct Answer
B. The Leader determines where the organization needs to be, and then does what is necessary to get there.Explanation
While a manager works within the system
following the accepted practices of the system, a leader determines where the organization needs to
be, and then does what is necessary to get there.Rate this question:
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- 10.
Name the 3 fundamental mistakes a would-be IT Leader can make. (p. 2-8)Select 3 of the 5.
- A.
Isolation
- B.
Slow response
- C.
Ineffective communication
- D.
Inability to reward
- E.
Lack of business perspective
Correct Answer(s)
A. Isolation
D. Inability to reward
E. Lack of business perspectiveExplanation
• Isolation
Leaders must maintain regular, if not frequent, contact with a significant percentage of
the people they manage. Typical criticism centers on their preoccupation with
technology, their inability to see the big picture, and their fondness for tasks rather than
a genuine interest in the organization.
• Inability to reward
Managers who lack the ability or do not take the time to reward are never able to build
employee commitment. When performance is measured against possibility,
extraordinary rewards are warranted.
• Lack of business perspective
Business perspective is the ability to take advantage of opportunities, articulate goals,
effectively deploy resources, take risks and accept responsibility forRate this question:
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- 11.
Name the 3 three new behaviors that are required of quality leaders. (p. 2-8,9)Select 3 of 5.
- A.
Modeling
- B.
Shadowing
- C.
Mentoring
- D.
Coaching
- E.
Reinforcing
Correct Answer(s)
A. Modeling
D. Coaching
E. ReinforcingExplanation
See detail on page 2-8 and 2-9Rate this question:
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- 12.
If the Quality Leader Behavior Model Characteristic is SUBSTANCE then what is the behavior demonstrated? (p. 2-10)
- A.
Help others achive needed substance.
- B.
Instruct others to refine substance.
- C.
Groth and maintenance of substance
Correct Answer
A. Help others achive needed substance.Explanation
From Table 2-3 on p. 2-10Rate this question:
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- 13.
If the Quality Leader Behavior Model Characteristic is OPPORTUNITIES then what is the behavior demonstrated? (p. 2-10)
- A.
Enpowerment of others
- B.
Creation of opportunities for others to make uninhibited contributions to enterprise
- C.
Creation of opportunities for new team members
Correct Answer
B. Creation of opportunities for others to make uninhibited contributions to enterpriseExplanation
From Table 2.3 on page 2-10Rate this question:
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- 14.
Name 3 of the quality behavior characteristics. (p. 2-10)Select 3 of 5.
- A.
Substance
- B.
Decisiveness
- C.
Growth
- D.
Obstacles
- E.
Clarity of purpose
Correct Answer(s)
A. Substance
C. Growth
D. ObstaclesExplanation
From Table 2.3 on p. 2-10Rate this question:
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- 15.
When senior employees pass their experience and insights to junior employees this is known as… (p. 2-10)
- A.
Hand Holding
- B.
Coaching
- C.
Mentoring
Correct Answer
C. MentoringExplanation
Mentoring allows the more senior employees a means to pass their experience and insights to
junior employees.Rate this question:
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- 16.
Competition is a key to successful quality improvement. True of False. (p.2-11)
- A.
TRUE
- B.
FALSE
Correct Answer
B. FALSEExplanation
It stifles communication and creates barriers between functions.Rate this question:
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- 17.
What type of training should create knowledge of the defined topic and initiate some action associated with that topic? (p. 2-11)
- A.
Ability Discernment Training
- B.
Awarness Training
- C.
Active Interface Training
- D.
Communication Training
Correct Answer
B. Awarness TrainingExplanation
Awareness training should create knowledge of the defined
topic and initiate some action associated with that topic; however, these objectives do not have to
occur simultaneously.Rate this question:
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- 18.
Name the 3 of 5 tasks you must undertake to PREPARE for Awareness Training. (p. 2-12)Select 3 of 5
- A.
Select Awareness Topic
- B.
Engage Customer
- C.
Define Customer Benefits
- D.
Secure Funding
- E.
Identify the topic's customers
Correct Answer(s)
A. Select Awareness Topic
C. Define Customer Benefits
E. Identify the topic's customersExplanation
The other two include: Define the Objectives and Develop Administrative PlanningRate this question:
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- 19.
The process that transfers decision making from management to employees. (p. 2-14)
- A.
Enlisting
- B.
Engagement
- C.
Enrollment
- D.
Empowerment
Correct Answer
D. EmpowermentExplanation
Empowerment is a process that transfers decision making from management to employees. It is a
concept that enriches an employee’s job and enables quick actions to be taken.Rate this question:
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- 20.
Name the three approaches to quality management implementation. (p. 2-15)Select 3 of 5.
- A.
The Top-Down Approach
- B.
The End to End Approach
- C.
The Bottom Up Approach
- D.
The Middle-Out Approach
- E.
The Endless Loop Approach
Correct Answer(s)
A. The Top-Down Approach
C. The Bottom Up Approach
D. The Middle-Out ApproachExplanation
No organization has a perfect quality management environment. All are striving to achieve the
optimum management philosophy, and organizations can be anywhere along the quality
management continuum. By forming a quality function, some level of commitment and
organizational structure exists that could be called quality management.Rate this question:
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- 21.
Which approach to quality management has the best chance of success? (p. 2-15)
- A.
The Top Down Approach
- B.
The Endless Loop Approach
- C.
The Middle-Out Approach
- D.
The Bottom Up Approach
- E.
The End to End Approach
Correct Answer
A. The Top Down ApproachExplanation
It fosters management involvement.Rate this question:
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- 22.
Name the 3 major functions of the Process Management Committees. (p. 2-16)Select 3 of 5
- A.
Develop Plans
- B.
Solicit Funding
- C.
Engage Customers
- D.
Form Teams
- E.
Oversee Practices
Correct Answer(s)
A. Develop Plans
D. Form Teams
E. Oversee PracticesExplanation
See Figure 2.1 on p. 2-16Rate this question:
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- 23.
What is the role of a Quality Council? (p. 2-16)Select 3 of 5
- A.
Commit Resources
- B.
Engage Customer
- C.
Form Committees
- D.
Approve Plans
- E.
Develop Plans
Correct Answer(s)
A. Commit Resources
C. Form Committees
D. Approve PlansExplanation
See Figure 2.1 on p. 2-16Rate this question:
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- 24.
Name the Team Development Phases. (p. 2-19)Selecxt 4 of 5
- A.
Transforming
- B.
Forming
- C.
Conforming
- D.
Norming
- E.
Storming
Correct Answer(s)
B. Forming
C. Conforming
D. Norming
E. StormingExplanation
The use of teams is critical in a quality management environment. As a result, understanding the
team life cycle is important in order to set proper expectations for the team and to help it
communicate and function effectively. Teams go through these four phases.Rate this question:
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- 25.
What is FIRO? (p. 2-19)
- A.
Future Independent Reach Out
- B.
Fundamental Interpersonal Relations Orientation
- C.
Fundamental Interpolation Relevant Outreach
Correct Answer
B. Fundamental Interpersonal Relations OrientationExplanation
It’s a technique to build group compatibilityRate this question:
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- 26.
The compatibility-incompatibility type that reflects the degree to which two personal equally satisfy each other’s behavior preferences. (p. 2-21)
- A.
Originator Compatibility
- B.
Reciprocal Compatibility
- C.
Interchange Compatibility
Correct Answer
B. Reciprocal CompatibilityExplanation
This reflects the degree to which two persons reciprocally satisfy each other’s behavior
preferences (the degree to which each person’s behavior is in accord with the other’s needs). If
one person wants the other to express much affection and the other does so, there is
compatibility in the area of affection. But if one member is frustrated because the other doesn’t
express enough affection, incompatibility results.Rate this question:
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- 27.
What is the most difficult decision-making process compared to authority, voting or avoidance (no decision making)? (p. 2-21)
- A.
Coin Toss Approach
- B.
Consensus
- C.
Controlling Meetings
- D.
Blind Poll
Correct Answer
B. ConsensusExplanation
With the consensus technique, each member must accept the agreed-upon resolution and be willing
to support it, even if it was not their favorite choice. Everyone participates and there is no voting.
Using consensus provides teams an opportunity to reach high-quality decisions with total team
commitment. Team members have an in-depth understanding of the underlying concern or issues,
trust, willingness to explore, and mutual respect for each other.Rate this question:
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- 28.
According to author James R. Baehler, name 3 of the basic attributes of executive management. (p. 2-24)Select 3 of 5
- A.
Purposeful
- B.
Engagement
- C.
Competent
- D.
Confident
- E.
Speaking Ability
Correct Answer(s)
A. Purposeful
C. Competent
D. ConfidentExplanation
See page 2-24 for listing of all 6 attributes as designated by James R Baehler.Rate this question:
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- 29.
Customers indicate they are having a problem through a______________. (p. 2-25)
Correct Answer(s)
complaintExplanation
Complaints are the customers' way of indicating they are having a problem. Quality promotes
turning problems into opportunities. Thus, while resolving a customer complaint the opportunity
can be used to improve customer relationships.Rate this question:
- 30.
Name 2 of the 3 elements of Conformity Behavior. (p. 2-25)Select 2 of 3
- A.
Indentifying a Group
- B.
Shadow Behavior
- C.
Desired Group Standard
- D.
HR engagement pratices
- E.
How to deal with non-conformity
Correct Answer(s)
A. Indentifying a Group
C. Desired Group Standard
E. How to deal with non-conformityExplanation
Conformity behavior states that individuals in a group tend to conform to an acceptable standard of
behavior by the group. For example, people walk into an elevator and face the door. Facing the
door is a perceived group standard that has general acceptance, therefore, when one person in the
elevator faces the door, others coming into the elevator will do the same.Rate this question:
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- 31.
Name the 4 steps to complaint resolution. (p. 2-26)Select 4 of 5.
- A.
Get on your customers wavelength
- B.
Report creation
- C.
Get the Facts
- D.
Establish and action program
- E.
Follow up with customer
Correct Answer(s)
A. Get on your customers wavelength
C. Get the Facts
D. Establish and action program
E. Follow up with customerExplanation
Research shows that complaints must be resolved within four minutes and the customer should be
receiving a solution to his or her problem. Dr. Leonard Zunin, a human relations consultant, in his
book Contact: The First Four Minutes, states that unless a customer is satisfied within four
minutes, the customer will give up on you. They will sense that you have not accepted the urgency
of the problem they are expressing to you. You have not accepted the problem as your problem,
and you are not the one to solve their problem.Rate this question:
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- 32.
Improving processes is most effective when using people who are not intimately involved with that process on a day to day basis. True or False? (p. 2-29)
- A.
TRUE
- B.
FALSE
Correct Answer
B. FALSEExplanation
The users of the process know the strengths and weaknesses of the process and are aware of the types of process change that can facilitate the use of the process.Rate this question:
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- 33.
The totality of practices that management uses that effect how workers perform is known as the___________ ___________. (p. 2-30)
Correct Answer
Quality EnvironmentExplanation
The quality environment is the totality of practices that management uses that effects how workers
perform. It is the attitudes, values, ethics, policies, procedures and behavior of management that
sets the example for work in the organization. For example, if management is ethical and
customers over pay their accounts, they will be refunded the overpayment. If IT management
recognizes that they would not have any work task to perform if not for the users, then the users
will be treated as very important people and their desires would be important to the IT organization.
On the other hand, if IT users are viewed as not knowing the requirements and over demanding,
they will be treated as unimportant to the IT organization.Rate this question:
- 34.
What is COSO? (p. 2-30)
- A.
Committee of Sponsored Orientation
- B.
Click of Seven Oafs.
- C.
Community of Sensory Orientation
- D.
Committee of Sponsoring Organizations
- E.
Committee of Shadowing Organizations
Correct Answer
D. Committee of Sponsoring OrganizationsExplanation
Five major accounting associations (Financial Executives International, American Institute of
Public Accountants, American Accounting Association, The Institute of Internal Auditors, and the
Institute of Management Accountants), formed a group known as COSO (Committee of
Sponsoring Organizations), to provide guidance on evaluating internal control.Rate this question:
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- 35.
Name the 3 of the 6 attributes that COSO identified for an effective quality environment. (p. 2-32)Select 3 of 6.
- A.
Integrity and Ethical Values
- B.
Commitment to Compliance
- C.
Commitment to Competence
- D.
Assignment of Authority & Responsibility
- E.
Purposeful Objectives
Correct Answer(s)
A. Integrity and Ethical Values
C. Commitment to Competence
D. Assignment of Authority & ResponsibilityExplanation
see Page 2-31 for the six attributes are briefly described below together with the COSO control objectives for that
attribute.Rate this question:
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- 36.
Name 3 of the core values on which the Malcolm Baldrige National Quality Award model is based. (p. 2-34)Select 3 of 5.
- A.
Visionary Leadership
- B.
Early and Often Employee Engagement
- C.
Customer Driven Excellence
- D.
Managing for Innovation
- E.
Focus on the Present
Correct Answer(s)
A. Visionary Leadership
C. Customer Driven Excellence
D. Managing for InnovationExplanation
These values and concepts are embedded beliefs and behaviors found in highperforming
organizations. They are the foundation for integrating key business requirements
within a results-oriented framework that creates a basis for action and feedback.Rate this question:
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- 37.
Communication must only be downward from senior management. True or False? (p.2-41)
- A.
TRUE
- B.
FALSE
Correct Answer
B. FALSEExplanation
Communication must not only be downward from senior management but must include communication upwards from the lowest levels to senior management.Rate this question:
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- 38.
Corporate governance is a procedural problem. True or False? (p. 2-42)
- A.
TRUE
- B.
FALSE
Correct Answer
B. FALSEExplanation
It is a people problem. People must be motivated and convinced that senior management wants the governance implemented and enforced.Rate this question:
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- 39.
Establishment of channels of communication for people to report suspected improprieties is one of the control objectives of communication. True or False? (p. 2-42)
- A.
TRUE
- B.
FALSE
Correct Answer
A. TRUEExplanation
As defined by COSO.Rate this question:
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- 40.
Criticism should be done in a one on one basis. True or False? (p. 2-42)
- A.
TRUE
- B.
FALSE
Correct Answer
A. TRUEExplanation
Only the individual being criticized should be aware that the criticism is occurring.Rate this question:
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- 41.
What are the 3 steps of the listening process? (p. 2-46)Select 3 of 5.
- A.
Hearing the Speaker
- B.
Attending to the Speaker
- C.
Direct Engagement of Speaker
- D.
Listening to the Speaker
- E.
Understanding the Speaker
Correct Answer(s)
A. Hearing the Speaker
B. Attending to the Speaker
E. Understanding the SpeakerExplanation
The listening process involves three separate steps: 1) hearing the speaker, 2) attending to the
speaker, and 3) understanding the speaker. The practice of listening requires these three listening
steps to occur concurrently. Mastering each of these steps will help improve your listening abilities.Rate this question:
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- 42.
Name 4 of the 5 types of of Listening. (p. 2-48)
- A.
Discriminative
- B.
Comprehensive
- C.
Therapeutic
- D.
Awareness
- E.
Critical
Correct Answer(s)
A. Discriminative
B. Comprehensive
C. Therapeutic
E. CriticalExplanation
There are five types of listening. While people can listen several different ways
concurrently, normally listening is limited to one of the five types. The type chosen will
have an impact on the ability to understand what the speaker is saying. When one has
deciphered the information channel (i.e., what the subject is) and related the importance
of that subject to the audience, listening must be adjusted to ensure that we get the
message we need.Rate this question:
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- 43.
A Mission Statement explains why a ______________exists an what is designed to accomplish. (p. 2-48)
Correct Answer(s)
company
organization
activityExplanation
It clearly and concisely describes the work that is done, providing
direction and a sense of purpose. The mission should focus on products and services and be
customer-oriented. During implementation, the mission is constrained by the vision and values.Rate this question:
- 44.
AVision Statement establishes where the organization desires to go from its ________state. (p. 2-49)
Correct Answer(s)
currentExplanation
The vision establishes where the organization desires to move from its
current state. It gives everyone a direction to work towards. Senior management should establish
the vision, ensuring how it contributes to the business is clear. A vision is simple and concise, and it
should be understood and supported by all.Rate this question:
- 45.
What is the purpose of a Goal? (p. 2-49)
- A.
Explains purpose.
- B.
Explains how vision is to be achieved.
- C.
Allows for measuring progress.
- D.
Explains how mission is to be achieved.
Correct Answer
B. Explains how vision is to be achieved.Explanation
Goals explain how the vision will be achieved. For example, if an organization's vision is to
produce defect-free software, a goal might be to have no more than one defect per thousand lines of
code. Goals change as an organization moves closer to accomplishing the vision. Well-developed
programs are necessary to achieve the goals.Rate this question:
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- 46.
When compared to objectives, goals tend to be more global and _______________________. (p. 2-49)
Correct Answer
non-quantitative
nonquantitativeExplanation
Goals and objectives are often used interchangeably; however, goals tend to be more global and
non-quantitative. Objectives come from goals, and tend to be more specific and quantitative.Rate this question:
- 47.
Strategic goals should only focus on the producer. True or False? (p. 2-50)
- A.
TRUE
- B.
FALSE
Correct Answer
B. FALSEExplanation
Strategic quality management goals must focus on both the producer and the customer. Short-term
goals should:Rate this question:
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- 48.
An example of a short term goal is High Customer Satisfaction activities. True or False? (p. 2-50)
- A.
TRUE
- B.
FALSE
Correct Answer
B. FALSEExplanation
High Customer Satisfaction activities is a long term goal.Rate this question:
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- 49.
Goals tell you how to conduct business. True or False? (p. 2-51)
- A.
TRUE
- B.
FALSE
Correct Answer
B. FALSEExplanation
Values or guiding principles tell how to conduct business. They define an organization’s culture/personality.Rate this question:
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- 50.
Teamwork can be an example of a corporate value. True or False? (p. 2-51)
- A.
TRUE
- B.
FALSE
Correct Answer
A. TRUEExplanation
(as given as example from Eastman Kodak Company)Rate this question:
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Correct Answer
B. Executive Management
B. Executive Management
Explanation
While overall management commitment is necessary to the success of quality management,
commitment from the organization’s executives is vital.
While overall management commitment is necessary to the success of quality management,
commitment from the organization’s executives is vital.
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