QUESTION 11

Benchmarking is important because it displays the important numbers that compare one organization to another as a target to hit.

True

False

QUESTION 12

Research for efficacy (i.e., building new knowledge) is typically conducted with what type of study?

	A.	A qualitative typology study
	B.	A randomized control trial
	C.	A one-shot case study
	D.	A persona study
	E.	An ethnographic study

QUESTION 13

The best way to inform customers about your performance is to provide them with aggregated data and summary statistics like the average and standard deviation.

True

False

QUESTION 14

Select the three fundamental activities that form the foundation of quality improvement work.

	A.	Designing randomized control trials
	B.	Listening to the voice of the customer
	C.	Listening to the voice of the process
	D.	Reducing costs
	E.	Writing articles for academic journals
	F.	Using statistical process control methods

QUESTION 15

Dr. Shewhart initially distinguished two types of variation. Those types are:

	A.	Significant and non-significant
	B.	Good and bad
	C.	Acceptable and non-acceptable
	D.	Reliable and non-reliable
	E.	Assignable and unassignable

QUESTION 16

What is the stem of a question?

	A.	The justification for the question
	B.	The number of words in a survey question.
	C.	All of the above
	D.	A spin-off question that serves as a filter
	E.	The response you are looking for
	F.	A very few words that lie at the core of what the question is attempting to capture.

QUESTION 17

List the four major organizational components that build and drive an organizations culture.

QUESTION 18

Which one group did Dr. Deming maintain was solely responsible for setting the organizations position on quality?

	A.	Regulators
	B.	The quality improvement department
	C.	The workers
	D.	The chairperson of the Board
	E.	Management

QUESTION 19

To be successful at turning data into information and being able to properly interpret the data requires two key things (select two):

	A.	Inquiry
	B.	Dialogue
	C.	A department of bio-statisticians
	D.	A marketing plan
	E.	High-speed computers

QUESTION 20

List the five quality measurement roadblocks and provide a brief explanation as to why each one poses a challenge.