ASQ Updated CMQ-OE Exam Questions and Answers by lucian

 Including the long-time employees in the training development process has several benefits:

• Expertise: The seniors have extensive experience and knowledge. Involving them ensures that the training content aligns with the organization’s specific context and challenges.
• Ownership: When employees participate in creating something, they feel a sense of ownership and responsibility. Their involvement can lead to better engagement and commitment to the training.
• Buy-in: By being part of the development team, the seniors are more likely to support and endorse the training. Their positive attitude can influence other employees.
• Relevance: The seniors can provide insights into what works and what doesn’t based on their experience. This helps tailor the training to address real-world issues.

In contrast, requiring attendance or providing data from other organizations may not address the seniors’ skepticism effectively. Starting with top management might not directly involve the seniors in the process, potentially reinforcing their negative perception.

References: 1ASQ Certified Manager of Quality/Organizational Excellence

 The Total Cost of Quality (TCQ) is a critical metric in process improvement. It encompasses both the cost of conformance (preventing defects) and the cost of non-conformance (dealing with defects). By analyzing TCQ, the quality manager can identify areas where improvements are needed, allocate resources effectively, and demonstrate the impact of process changes on the organization’s bottom line. Collecting and presenting data on TCQ will help justify the need for process improvement initiatives and gain management approval2.

References: 1: ASQ Certified Manager of Quality/Organizational Excellence 2: ASQ Certified Manager of Quality/Organizational Excellence Handbook

• The process involves delivering water to ice-cube trays, freezing the trays, inspecting the ice cubes, discarding defective cubes, and placing good cubes in bags.
• Flowchart 1 directly places trays in freezers after water is placed in them and inspects the cubes after they are frozen.
• Flowchart 2 checks if trays are frozen at 6 hours or -6°C before moving to inspection.
• Flowchart 3 includes a step to check if freezing is complete; if not, it returns trays to the freezer.
• Flowchart 4 inspects cubes before checking if they are good or bad.

Therefore, Flowchart 3 correctly represents the process described in the question1.

References: 1: ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fifth Edition

Collaborating is a conflict resolution approach that encourages joint problem-solving. In this approach, individuals work together to identify common goals and explore various options to meet those goals. It involves active listening, empathy, and a willingness to consider different perspectives. By collaborating, parties can find win-win solutions that address everyone’s interests and maintain positive relationships. This approach is particularly effective when the issue is complex and requires creative solutions2.

References:

• ASQ Certified Manager of Quality/Organizational Excellence Body of Knowledge.
• ASQ Certified Manager of Quality/Organizational Excellence study guide and handbook.