Question 1

A responsive customer service system is characterized by allowing customers to

Options :

A : select the appropriate option from a phone menu

B : have direct access to their orders online

C : send an email with their concerns or issues

D : have an immediate connection with the person they need to speak with

Answer: D

Question 2

A machining process engineer has calculated that the purchase of a new $150,000 cutter for machines would enable the assembly area to increase output by 30% or more. The engineer turned the idea over to the machining department leadership, who reviewed the suggestion and, without further consultation, made a decision on the proposed purchase. This decision-making process is typical of which of the following types of organizational structures?

Options :

A : Matrix

B : Functional

C : Cross-functional

D : Vertical

Answer: B

Question 3

When a project requires collaboration among different functional areas, the first step for the project manager should be to:

Options :

A : develop a schedule that includes all project activities from beginning to end

B : choose project members on the basis their previous project experience

C : determine who should attend project update meetings

D : gain support from the area managers whose staff will be serving on the project

Answer: B

Question 4

In computing ROTI, which of the following would not be considered a training cost?

Options :

A : Trainer ’s travel and living expenses

B : Employee turnover

C : Computer purchased solely for the training

D : Participants’ time away from their jobs

Answer: B

Question 5

Stratified sampling is an appropriate method to use in which of the following circumstances?

Options :

A : The inspector is examining product from a single lot.

B : The lot contains product from different machines, production shifts, or operators.

C : The samples are drawn from a continuous flow of product.

D : The plan requires samples to be drawn from random containers.

Answer: B

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