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The ASQ CMQ/OE exam is necessary for obtaining the Certified Manager of Quality/Organizational Excellence certification.

ASQ Certified Manager of Quality/Organizational Excellence Exam Sample Questions (Q103-Q108):

NEW QUESTION # 103
Which of the following methods is considered a non-routine communication between a supplier and a customer?

A. Certificate of compliance with test result
B. Quarterly supplier performance report
C. Monthly release from blanket order
D. Nonconformance report

Answer: D

NEW QUESTION # 104
Which of the following types of customer expectations is also common cause of customer dissatisfaction?

A. delight
B. Implicit expectations
C. Indifferent expectations
D. Cost-benefit factors

Answer: B

Explanation:
Implicit expectations are the standards or reference points that customers bring into their service experience and are often unspoken or assumed. These expectations can be based on past experiences, word of mouth, or marketing communications. When these implicit expectations are not met, it can lead to customer dissatisfaction because the service or product did not meet the unvoiced standards that customers anticipated. Managing and exceeding these implicit expectations are crucial for customer satisfaction and loyalty2.
References: 1: ASQ - Certified Manager of Quality/Organizational Excellence (CMQ/OE) Handbook. 2: ASQ
- Manager of Quality/Organizational Excellence Certification CMQ/OE.

NEW QUESTION # 105
A companywide quality management system is defined as a

A. policy development process for quality that involves department-level leadership
B. documented process for planning and developing quality policies
C. formal structure tor establishing and meeting quality goals throughout on organization
D. method of" ensuring that customer requirements take precedence over all other organizational considerations

Answer: C

NEW QUESTION # 106
A facilitator notices that the team jumps to conclusions after only one or two members have stated their opinion.
The facilitator should:

A. Ask what the impact will be on the team if they don't adequately discuss issues.
B. Tell the team to have a nonbinding vote before beginning a discussion, which will make each person's view apparent.
C. Tell the quiet members they need to speak out.
D. Ask the team to fill out a questionnaire rating themselves on effective group process.

Answer: A

NEW QUESTION # 107
As part of the continued evolution of their TQM philosophy, a company recently devised a sophisticated gain- sharing program that allows all employees to obtain financial rewards from improved organizational performance. Which of the following is true?

A. The company will see increased enthusiasm for their TQM efforts.
B. Management should ensure that the TQM effort also taps intrinsic motivation.
C. Quality to the customer may drop as improvement efforts become more focused on financial results.
D. The gain-sharing program probably gives a greater proportion of the rewards to employees at higher levels of the organization.

Answer: B

Explanation:
Explanation/Reference:

NEW QUESTION # 108
......

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