ASQ Certified Manager of Quality/Organizational Excellence (CMQ/OE) Flashcards

A balanced scorecard typically measures organizational performance across how many perspectives?

Answer: Four

The Kaplan and Norton balanced scorecard uses four perspectives: financial, customer, internal processes, and learning and growth.

Hoshin kanri is a strategic planning methodology that originated in which country?

Answer: Japan

Hoshin kanri (policy deployment) is a Japanese strategic planning process that aligns organizational goals from top management down to daily work activities.

In Kotter's 8-step change model, what is the first step?

Answer: Create a sense of urgency

Kotter's model begins with creating a sense of urgency to motivate people to overcome complacency and embrace the need for change.

What is the purpose of a 'stakeholder analysis' in project or quality management?

Answer: To identify individuals or groups affected by a project and assess their interests

Stakeholder analysis identifies who has an interest in or is impacted by a project so that communication and engagement strategies can be tailored appropriately.

Which cost-of-quality category includes expenses for scrap, rework, and warranty claims?

Answer: Internal and external failure costs

Scrap and rework are internal failure costs, while warranty claims are external failure costs — both are part of the cost of poor quality.

Which tool uses a matrix to prioritize improvement actions based on potential impact versus required effort?

Answer: Impact/effort matrix

An impact/effort matrix helps teams prioritize initiatives by plotting potential benefit against required effort to identify quick wins.