A call center reviews several proposed actions. Some respond to problems that have already happened; others aim to stop problems that have not yet occurred.
Which of the following are preventive actions?
(Choose two.)
a) Redesigning a call script from near-miss reports before any complaint arises
b) Re-training an agent after a customer complained about a mishandled call
c) Issuing an apology credit to a customer who was overcharged on last month's invoice
d) Adding a system prompt to a new workflow based on FMEA risk before it goes live
02. A food plant builds a Pareto chart of nonconformities recorded over the last quarter. Three causes account for roughly 80% of the defects, and the team launches an effort to eliminate the top cause so those defects stop recurring.
How is this Pareto-driven effort best classified?
a) Corrective action removing the root cause of the existing defects
b) Preventive action against a potential defect that has not yet occurred anywhere
c) A correction applied to each individual defective unit
d) Containment of the affected production lots on hold
03. A hospital lab must be able to pinpoint every single affected unit individually in the event of a device recall, not just the batch it came from.
Which traceability approach meets that requirement?
a) Serial-number control, which identifies each individual unit uniquely.
b) FIFO rotation, which orders issue by date received.
c) Acceptance sampling, which inspects a fraction of units.
d) Lot control, which groups units by production batch.
04. A phone maker adds a feature customers never asked for and are delighted to find; had it been absent, no customer would have been dissatisfied.
In the Kano model, which category does this feature represent?
a) Reverse quality.
b) Basic (must-be) quality.
c) Performance (one-dimensional) quality.
d) Excitement (delighter) quality.
05. A supplier is building the control plan required by APQP for a machined shaft.
What does the control plan primarily document?
a) The financial cost of poor quality across the product line.
b) How each characteristic is measured and the reaction plan when it drifts.
c) The step-by-step assembly work instructions and torque specifications for line operators.
d) The dimensional results of a single first-article inspection sample.
06. A supplier scorecard weights Quality at 50%, Delivery at 30%, and Cost at 20%. This month a supplier scores 80 for Quality, 90 for Delivery, and 70 for Cost (each on a 0-100 scale). Approval requires a weighted score above 80.
What is the weighted score, and does it clear the cutoff?
a) 84 — it clears the cutoff comfortably.
b) 78 — it falls below the cutoff.
c) 80 — it exactly meets but does not exceed the cutoff.
d) 81 — it clears the 80-point cutoff.
07. An analyst finds a correlation of r = 0.90 between machine spindle speed and surface roughness across many parts.
Which statements are correct?
(Choose two.)
a) About 81% of the variation in roughness is explained by speed
b) About 90% of the variation in roughness is explained by speed
c) The data prove that speed causes the change in roughness
d) The two variables have essentially no linear relationship
e) The relationship between the two variables is strong and positive
08. At a machine shop, an operator measures a turned shaft, finds the diameter is out of tolerance, and reworks that single shaft back into specification.
How is this action best classified?
a) Containment action
b) Preventive action
c) Corrective action
d) Correction
09. Before awarding a contract, a company sends its own auditors to assess a candidate supplier's quality system on site.
Which audit type is this?
a) A second-party audit.
b) A third-party audit.
c) A surveillance registrar audit.
d) A first-party audit.
10. In an electronics assembler, the plating department finishes bare boards and hands them to the assembly department, which is the next operation in the line.
Relative to the plating department, what is the assembly department?
a) An external supplier to the plating department.
b) A third-party auditor of the plating department.
c) An internal customer of the plating department.
d) An external customer of the plating department.