CQIA Quality Fundamentals 4

Question 1

Which of the following best describes the concept of 'voice of the customer' (VOC)?

Accepted Answer

The structured process of capturing customer expectations and requirements

Answer

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?

Accepted Answer

Prevention costs

Answer

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:

Accepted Answer

A positive correlation between two variables

Answer

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?

Accepted Answer

Pareto principle

Answer

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:

Accepted Answer

Involves all employees and functions across the entire organization

Answer

TQM is a management philosophy that involves all employees and processes in continuous quality improvement throughout the organization.

(CQIA) ASQ Certified Quality Improvement Associate Practice Test