Question 1

Which of the following is best defined as the outline of a quality system structure that also serves as a permanent reference in the implementation and maintenance of that system?

Options :

A : The quality manual

B : The quality plan

C : Quality procedures

D : Quality records

Answer: A

Question 2

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

Options :

A : Closed-ended

B : True/false

C : Multiple answer

D : Open-ended

Answer: D

Question 3

The first step toward implementing a quality policy is to develop

Options :

A : a strategic plan

B : a documentation method

C : an improvement goal

D : a control system

Answer: D

Question 4

A certified supplier can be described as a company whose processes and products have been investigated and the results indicate that the supplier

Options :

A : calibrates its measurement and test equipment in accordance with the ISO 17025 standard

B : produces specified products or services while reducing its investment in appraisal and prevention processes

C : has achieved superior ratings from a consumer advocacy group

D : produces products or services that consistently meet or exceed customer requirements

Answer: D

Question 5

All but one of the following represents good communicating skill. Which one does not?

Options :

A : Body language and voice convey the same message.

B : Use open-ended and closed questions at appropriate times.

C : Since the brain works much faster than speaking, use the time while another person is speaking to plan your next comment or question.

D : Use a paraphrasing technique to clarify your understanding of what was said.

Answer: C

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