Quality Assurance

Q1. Companies must constantly improve their ability to produce ____________that add value to their customer base.

Q2. Process management is also called _________ and ____________.

Q3. A process is a vehicle of communication, specifying the methods used to produce a product or service. It is the set of activities that represent the way work is to be performed. (T/F)

Q4. Processes add value to both ___________ and the ________

Q5. Processes are not needed to assure predictability of work activities so that approximately the same deliverables will be produced with the same resources each time the process is followed (T/F)

Q6. A quality management approach is driven through ___________

Q7. Workbenches are also called _________, ____________ or __________

Q8. A process can be viewed as one or more workbenches (T/F)

Q9. Depending on the maturity of the organization, process workbenches may be defined by ________________, _____________ or ____________

Q10. The workbench is comprised of two procedures___________, which correspond to the ____________ phases of the PDCA cycle.

Q11. A policy indicates ____________or outcomes of process performance, and should link to the organization’s ____________and support _____________

Q12. A standard must be ____________, _____________ and ____________

Q13. Deliverables serve as both_________ and _____________, a process

Q14. The business control model includes three general categories of control, which are____________, ____________ and ____________ .

Q15. Management must punish the people assigned to the work processes instead of resolving noncompliance to processes (T/F)

Q16. The maturing of the _______________help mature the management and work processes.

Q17. The primary change in work processes is the amount of worker skill and personal contribution to the product or service produced (T/F)

Q18. Work processes, check processes, and customer involvement, are _______________

Q19. Immature management processes are usually managed through controls such as budget and schedule, rather than relying on _____________.

Q20. The involvement of the quality function __________with the maturity level of the quality management system

Q21. The quality function may
a) Participate on committees, providing process management expertise.
b) Provide team support, such as training, coaching, and facilitation.
c) Serve as a centralized resource for measurement analysis and reporting.
d) All of the above

Q22. A process template is a pictorial representation of what is needed to comply with the process requirements. (T/F)

Q23. The PDCA cycle includes ________processes, together with the infrastructure group that uses that process

Q24. The Plan cycle is used by the _____________________.

Q25. The Act Cycle is used by the Process Development Team (T/F)

Q26. The three main objectives of process mapping are
a) to understand how a process contributes to meeting the organization’s mission and goals,
b) who is responsible for the process, and
c) how the process interfaces to produce the organization’s outcomes
d) All the above

Q27. If formal strategic planning is not regularly performed, identifying an organization’s mission and goals is not difficult (T/F)

Q28. The process management processes need not be used in the sequence in which they are described (T/F)

Q29. The Do cycle is used by the Process Development Team and includes these processes
a) Process Definition defines a process’ policies, standards, task procedures, deliverables, people and skill requirements, and tools.
b) Process Controls identifies the level and types of quality controls needed within a process, and incorporates QC procedures into the process.
c) Process Planning sets priorities for process management projects (defining or improving processes)
d) All of the above

Q30. A workbench definition contains:
a) A policy statement (why – the intent)
b) Standards (what – the rules)
c) Templates that specify document format
d) Procedures (one or more tasks) in the form of procedural statements (how)

Q31. From a worker perspective, work processes are important to:
a) Increase the probability that the deliverables produced will be the desired deliverables
b) Put workers in charge of their own destiny because they know the standards by which their work products will be evaluated
c) Enable workers to devote their creativity to improving the business instead of having to develop work processes to build products
d) Enable workers to better plan their workday because of the predictability resulting from work processes
e) All of the above

Q32. For mission and goal mapping, look for __________where goals are not supported by processes.

Answers:

Q1. Quality products
Q2. Process engineering , the standards program.
Q3. T
Q4. Management, workers,
Q5. F
Q6. Processes
Q7. Phases, steps, or tasks
Q8. T
Q9. Process management (or standards) committees, QA analysts, or work teams.
Q10. Do and Check, Do and Check
Q11. Intentions or desirable attributes, strategic goals, customer needs/requirements
Q12. Measurable, attainable, and necessary
Q13. Inputs to, and outputs from
Q14. Management Processes, Work Processes and Check Processes
Q15. F
Q16. Check processes
Q17. T
Q18. Interrelated
Q19. Work processes
Q20. Varies
Q21. D
Q22. T
Q23. Seven
Q24. Process Management Committee
Q25. T
Q26. D
Q27. F
Q28. F
Q29. A, B
Q30. A, B, D
Q31. E
Q32. Gaps

Also See:

• Other CSQA Question Papers