ASQ ASQ Certified Manager of Quality/Organizational Excellence (CMQ/OE) 2 — Questions and Answers
Question 1: A balanced scorecard typically measures organizational performance across how many perspectives?
- Two
- Three
- Four (Correct answer)
- Six
Correct answer: Four
The Kaplan and Norton balanced scorecard uses four perspectives: financial, customer, internal processes, and learning and growth.
Question 2: Hoshin kanri is a strategic planning methodology that originated in which country?
- United States
- Germany
- Japan (Correct answer)
- Sweden
Correct answer: Japan
Hoshin kanri (policy deployment) is a Japanese strategic planning process that aligns organizational goals from top management down to daily work activities.
Question 3: In Kotter's 8-step change model, what is the first step?
- Build a guiding coalition
- Create a sense of urgency (Correct answer)
- Develop a vision and strategy
- Generate short-term wins
Correct 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.
Question 4: What is the purpose of a 'stakeholder analysis' in project or quality management?
- To identify all defect types in a process
- To identify individuals or groups affected by a project and assess their interests (Correct answer)
- To calculate the return on investment of a quality initiative
- To map all process steps in a value stream
Correct 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.
Question 5: Which cost-of-quality category includes expenses for scrap, rework, and warranty claims?
- Prevention costs
- Appraisal costs
- Internal and external failure costs (Correct answer)
- Overhead costs
Correct 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.
Question 6: Which tool uses a matrix to prioritize improvement actions based on potential impact versus required effort?
- Pareto chart
- Impact/effort matrix (Correct answer)
- Fishbone diagram
- Control chart
Correct answer: Impact/effort matrix
An impact/effort matrix helps teams prioritize initiatives by plotting potential benefit against required effort to identify quick wins.
ASQ ASQ Certified Manager of Quality/Organizational Excellence (CMQ/OE) 2
A balanced scorecard typically measures organizational performance across how many perspectives?