CQIA Quality Tools & Techniques for Problem Solving 4 — Questions and Answers
Question 1: A quality team uses the '5 Whys' technique. What is the PRIMARY goal of this method?
- To assign blame to the responsible department
- To identify the root cause of a problem by repeatedly asking why (Correct answer)
- To document five possible solutions to a defect
- To rank the five most frequent defects
Correct answer: To identify the root cause of a problem by repeatedly asking why
The 5 Whys technique involves repeatedly asking 'why' to drill down past symptoms to uncover the underlying root cause of a problem.
Question 2: Which of the following is a key difference between a flowchart and a process map?
- A flowchart shows decisions; a process map only shows sequential steps
- A process map can show swim lanes with responsibilities; a flowchart typically does not (Correct answer)
- A flowchart is used only in manufacturing; a process map is used in services
- There is no difference — they are the same tool
Correct answer: A process map can show swim lanes with responsibilities; a flowchart typically does not
A process map (cross-functional flowchart) adds swim lanes to show which department or role is responsible for each step, while a basic flowchart just shows the sequence.
Question 3: Which statement BEST describes special cause variation in a process?
- It is always present and predictable in any process
- It results from random, expected fluctuations in the system
- It is caused by identifiable, assignable factors outside the normal process (Correct answer)
- It can only be reduced by changing the entire process design
Correct answer: It is caused by identifiable, assignable factors outside the normal process
Special cause variation arises from specific, identifiable sources outside the normal system and causes unpredictable, non-random patterns in process output.
Question 4: A quality improvement team wants to prioritize which problems to solve first. They have limited time and resources. Which tool should they use FIRST?
- Fishbone diagram
- Pareto chart (Correct answer)
- Control chart
- Scatter diagram
Correct answer: Pareto chart
A Pareto chart helps teams prioritize by identifying the vital few problems that account for the majority of issues, enabling efficient resource allocation.
Question 5: What does a bimodal distribution in a histogram typically suggest about a process?
- The process is highly capable and centered
- The data may come from two different process streams or conditions (Correct answer)
- There are too few data points to draw conclusions
- The process is operating within control limits
Correct answer: The data may come from two different process streams or conditions
A bimodal histogram with two peaks often indicates that data was collected from two distinct populations, machines, shifts, or process conditions mixed together.
Question 6: In a control chart, a point falling outside the upper or lower control limit indicates:
- The specification limit has been exceeded
- A special cause has likely affected the process (Correct answer)
- The process is not capable of meeting customer requirements
- Common cause variation is increasing
Correct answer: A special cause has likely affected the process
A point outside control limits is a statistical signal indicating that a special cause of variation has likely occurred and should be investigated.
Question 7: Which tool is used to show the RELATIONSHIP between two continuous variables to determine if a correlation exists?
- Pareto chart
- Histogram
- Fishbone diagram
- Scatter diagram (Correct answer)
Correct answer: Scatter diagram
A scatter diagram plots pairs of data points for two variables to visually reveal whether a positive, negative, or no correlation exists between them.
CQIA Quality Tools & Techniques for Problem Solving 4
A quality team uses the '5 Whys' technique.
What is the PRIMARY goal of this method?