CQIA Quality Fundamentals 4 — Questions and Answers
Question 1: Which of the following best describes the concept of 'voice of the customer' (VOC)?
- A formal complaint submitted by a customer to management
- The structured process of capturing customer expectations and requirements (Correct answer)
- A customer satisfaction survey administered annually
- Verbal feedback given during product demonstrations
Correct answer: The structured process of capturing customer expectations and requirements
VOC is a structured process for capturing customer needs, expectations, and preferences to drive quality improvement.
Question 2: In the context of quality costs, which category includes costs spent on preventing defects from occurring?
- Appraisal costs
- Internal failure costs
- External failure costs
- Prevention costs (Correct answer)
Correct answer: Prevention costs
Prevention costs are investments made to prevent defects from occurring, such as training and process design.
Question 3: A scatter diagram showing points that trend upward from left to right indicates:
- A negative correlation between two variables
- No relationship between the two variables
- A positive correlation between two variables (Correct answer)
- A cause-and-effect relationship proven statistically
Correct answer: A positive correlation between two variables
An upward-trending scatter diagram indicates a positive correlation—as one variable increases, the other tends to increase.
Question 4: Which principle states that roughly 80% of effects come from 20% of causes?
- Normal distribution principle
- Pareto principle (Correct answer)
- Central limit theorem
- Rule of seven
Correct answer: Pareto principle
The Pareto principle (80/20 rule) states that a vital few causes are responsible for the majority of effects or defects.
Question 5: Total Quality Management (TQM) differs from traditional quality control primarily because TQM:
- Focuses exclusively on final product inspection
- Involves all employees and functions across the entire organization (Correct answer)
- Relies solely on statistical methods for improvement
- Assigns quality responsibility only to the quality department
Correct answer: Involves all employees and functions across the entire organization
TQM is a management philosophy that involves all employees and processes in continuous quality improvement throughout the organization.
Question 6: A control chart that monitors the proportion of defective items in a sample uses which type of chart?
- X-bar chart
- R chart
- p chart (Correct answer)
- c chart
Correct answer: p chart
The p chart monitors the proportion (fraction) defective in samples of varying or constant size.
Question 7: Which of Deming's 14 Points addresses the need to eliminate numerical quotas for workers?
- Point 3 – Cease dependence on inspection
- Point 8 – Drive out fear
- Point 11 – Eliminate work standards and quotas (Correct answer)
- Point 6 – Institute training on the job
Correct answer: Point 11 – Eliminate work standards and quotas
Deming's Point 11 calls for eliminating work standards and numerical quotas that focus on quantity over quality.
CQIA Quality Fundamentals 4
Which of the following best describes the concept of 'voice of the customer' (VOC)?