Certified Manager of Quality/Organizational Excellence Exam v6.0

An organization’s environmental scanning process has uncovered the following:
They have an underutilized core competency.
Their research and development capability is well recognized.
Retention of their best performers is a problem.
A new technology from another country can be employed in developing a whole new product family.
What technique/tool was most likely used to categorize and analyze these and other similar data?

The role of the quality function in supporting strategic plans could include all but which of the following?

In preparation for strategic planning, organizations should look closely at their industry to determine:
I: The amount of excess capacity.
II: Which competitors might join forces and become a greater threat.
III: How employees perceive competitor advertisements.
IV: What changes in regulatory requirements are likely to occur.

Scenario planning is used for:

The preferred technique/tool used to determine the strategies of organizations serving the same market as your own organization is:

A stakeholder analysis would:

Future technology advancements can affect:
I: The services the organization provides.
II: The speed of communications and the response time expected.
III: The mass obsolescence of major existing products and processes.
IV: The increased human competence required to design processes that effectively utilize the advanced technology available.

In developing a private college’s balanced scorecard, which four of the following information categories would be best to consider?

I: Alumni contributions -

II: Current student enrollments -
III: Percentage of students graduated

IV: Faculty competence level -
V: Academic rating among competitors

VI: Cash flow -
VII: New and/or updated programs under development

The most critical consideration in the deployment of strategic plans is:

Of the following core values and concepts, which would be the most critical to apply to a newly mandated state emergency management agency?

I: Visionary leadership -

II: Customer-driven excellence -

III: Agility -

IV: Focus on the future -
V: Focus on results and creating value

VI: Management by fact -
VII: Managing for innovation

Knowledge and application of which of the following management theories and styles would be most useful to a manager dealing with an employee who is performing poorly?

I: Maslow’s hierarchy of needs -
II: Herzberg’s two-factor theory
III: McGregor ’s theory X and theory Y
IV: Kolb’s experiential learning model
V: Behavior management — A–B–C analysis
VI: Hersey-Blanchard’s situational leadership model
VII: Senge’s systems thinking

Typical tools used as aids in selecting members for a process improvement team are:

Organizational components that not only support other internal functions but also support external stakeholders are:

Two human resource functions that typically are shared with other organizational components are: