This examination is Open book
Additional Electronic devices, including laptops and mobile phones are not permitted. Exceptions may be granted to delegates with special needs. Any such arrangement must be with the prior written agreement of the Approved Training Partner and shall include a record of appropriate precautions that will be taken to ensure the fairness and security of the examination process and examination questions.
Information for delegates
The examination paper is in four sections. Attempt all sections and all questions.
The time allowed is two hours thirty minutes. There is no additional time allowed for reading the examination paper.
100 marks are available. To pass you must achieve at least 70 marks (70%), and you must achieve at least 50% in each of the four sections. The maximum marks for each question, or part of a question, are shown in brackets.
Examination technique
Time management is very important in the examination. For guidance, the average time available is:
Total time available – two hours thirty minutes (150 minutes)
Allow enough time to read each question properly. Make sure you understand what is being asked for before starting to write your answer.
Where appropriate, the action verb that indicates the depth of answer required by the question – explain, list, describe etc. – is printed in bold. You should ensure you understand the meaning of these terms (see below). Full marks will not be awarded for a list if an explanation is required. Conversely, it is a waste of time to provide a detailed explanation if the question asks for a list.
Action verb Meaning
describe depict in words
explain give a clear account of
outline give the most important features of (less depth than explain or describe)
briefly using few words or without giving a lot of details
give provide without explanation (used normally with the instruction to ‘give an example (or examples) of ….’)
list provide a list without explanation (bullet points)
identify select and name
define provide a generally recognised or accepted definition
state a less demanding form of ‘define’ or where there is no generally recognised definition
prepare make (something) ready for use or consideration
support strengthen, substantiate, back up, give weight to
assemble gather together
create bring into existence
consider think carefully about
construct put together
discuss talk about
raise mention and bring up for discussion
review assess and detail
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Section 2 [4 Questions, 5 marks per question]
Question 2.1
In the creation of the organisations Quality Management System and its strategic direction in order to improve its overall performance and meet the scope outlined in the case study
Outline 6 factors that would be considered
(5 marks)
This response will be reviewed and graded after submission.
Section 1 [10 Questions, 2 marks per question]
Question 1.1
List 2 examples of effective measures that link to external stakeholder expectations
(2 marks)
This response will be reviewed and graded after submission.
Question 1.2
List 4 benefits of the use of the PDCA approach for strategy management.
(2 marks)
This response will be reviewed and graded after submission.
Question 1.3
List 2 examples of Special Cause of Variation
List 2 examples of Common Cause of Variation
(2 marks)
This response will be reviewed and graded after submission.
Question 1.4
Typically, an organisation will create a “Context of the organisation”
Outline 4 “measures” that could be linked to organisation and its context
(2 marks)
This response will be reviewed and graded after submission.
Question 1.5
Briefly explain the benefits of establishing a strategy map
(2 marks)
This response will be reviewed and graded after submission.
Question 1.8
In terms of management of business performance, give 4 examples how this links to effective forecasting
(2 marks)
This response will be reviewed and graded after submission.
Question 1.7
Managing cross-functional performance is a requirement for successful business enterprise
Give 2 examples of why this is so important
(2 marks)
This response will be reviewed and graded after submission.
Question 1.6
Give an example of Hoshin Kanri objectives
(2 marks)
This response will be reviewed and graded after submission.
Question 1.9
In ISO 9001 – Clause 8.4 references Control of External Providers
Prepare 4 measures associated with supply chain performance indicators.
(2 marks)
This response will be reviewed and graded after submission.
Question 1.10
In your own words, explain what is meant by systems thinking
(2 marks)
This response will be reviewed and graded after submission.
Question 2.2
In your own words, describe what is meant by “the process approach”
(5 marks)
This response will be reviewed and graded after submission.
Question 2.4
In your own words – describe what is meant by effective Governance and describe the consequence of lack of Governance.
(5 marks)
This response will be reviewed and graded after submission.
Question 2.3
Within the concept of the organisation outlined, quality management makes reference to effectiveness and efficiency
a) Define effectiveness and efficiency
b) Give two examples of efficiency and two examples of effectiveness
(5 marks)
This response will be reviewed and graded after submission.
Section 3 [3 Questions, 10 marks each]
Question 3.1
One of the 7 principles of Quality makes reference to customer focus
a) Discuss the concept of “customer perception” and ways that this information can be obtained
b) In relation to the case study, list 5 typical examples of critical / key customer measures
(10 marks)
This response will be reviewed and graded after submission.
Question 3.2
Quality management needs coaching and influencing on roles and responsibilities so that the business strategy and policy can be achieved and deployed throughout the organisation
As with all business – “effective process performance is paramount”
As a valued member of the team and “know the people” you have been asked to make comment on communication within the organisation to support added value to the strategic direction
a) List 4 barriers to effective communication
b) With the aid of a Communication Process, create an approach that could be considered to effectively disseminate knowledge of the organisation’s strategic direction
c) List 4 roles that could be considered for effective ownership of performance measurement
(10 marks)
This response will be reviewed and graded after submission.
Question 3.3
Give 3 examples of leading and lagging process performance indicators
(10 marks)
This response will be reviewed and graded after submission.
Section 4 [3 Questions, 10 marks each)
Question 4.1
You have been asked by the Senior Management Team to outline some critical aspects in order to coach recently employed new staff in the following:
a) Create an approach in report format. The aim of the presentation is to develop enterprise performance measures
b) Review how the effectiveness of training can be viewed in order to add value
(10 marks)
This response will be reviewed and graded after submission.
Question 4.2
ISO 9001 requires “Interaction of Processes”
a) Construct an Interaction of Processes diagram linked to the processes from the case study, and upload
(4 marks)
This response will be reviewed and graded after submission.
Question 4.3
With the aid of a sketch:
Create a strategy map linked to the case study provided, and outline how the strategy map may be effectively delivered
Consider how “best total solutions to customers” can be achieved, and upload
(10 marks)
This response will be reviewed and graded after submission.
Section 1 [10 Questions, 2 marks per question]
Question 1.1
List 2 examples of effective measures that link to external stakeholder expectations
(2 marks)
This response will be reviewed and graded after submission.
Question 1.2
List 4 benefits in the use of PDCA approach for strategy management
(2 marks)
This response will be reviewed and graded after submission.
Question 1.3
List 2 examples of Special Cause of Variation
List 2 examples of Common Cause of Variation
(2 marks)
This response will be reviewed and graded after submission.
Question 1.4
Typically, an organisation will create a “Context of the organisation”
Outline 4 “measures” that could be linked to organisation and its context
(2 marks)
This response will be reviewed and graded after submission.
Question 1.5
Briefly explain the benefits of establishing a strategy map
(2 marks)
This response will be reviewed and graded after submission.
Question 1.6
Give an example of Hoshin Kanri objectives
(2 marks)
This response will be reviewed and graded after submission.
Question 1.7
Managing cross-functional performance is a requirement for successful business enterprise
Give 2 examples of why this is so important
(2 marks)
This response will be reviewed and graded after submission.
Question 1.8
In terms of management of business performance, give 4 examples how this links to effective forecasting
(2 marks)
This response will be reviewed and graded after submission.
Question 1.9
In ISO 9001 – Clause 8.4 references Control of External Providers
Prepare 4 measures associated with supply chain performance indicators
(2 marks)
This response will be reviewed and graded after submission.
Question 1.10
In your own words, explain what is meant by systems thinking
(2 marks)
This response will be reviewed and graded after submission.
Section 2 [4 Questions, 5 marks per question]
Question 2.1
In the creation of the organisations Quality Management System and its strategic direction in order to improve its overall performance and meet the scope outlined in the case study
Outline 6 factors that would be considered
(5 marks)
This response will be reviewed and graded after submission.
Question 2.2
In your own words, describe what is meant by “the process approach”
(5 marks)
This response will be reviewed and graded after submission.
Question 2.3
Within the concept of the organisation outlined, quality management makes reference to effectiveness and efficiency
a) Define effectiveness and efficiency
b) Give two examples of efficiency and two examples of effectiveness
(5 marks)
This response will be reviewed and graded after submission.
Question 2.4
In your own words – describe what is meant by effective Governance and describe the consequence of lack of Governance.
(5 marks)
This response will be reviewed and graded after submission.
Section 3 [3 Questions, 10 marks each]
Question 3.1
One of the 7 principles of Quality makes reference to customer focus
a) Discuss the concept of “customer perception” and ways that this information can be obtained
b) In relation to the case study, list 5 typical examples of critical / key customer measures
(10 marks)
This response will be reviewed and graded after submission.
Question 3.2
Quality management needs coaching and influencing on roles and responsibilities so that the business strategy and policy can be achieved and deployed throughout the organisation
As with all business – “effective process performance is paramount”
As a valued member of the team and “know the people” you have been asked to make comment on communication within the organisation to support added value to the strategic direction
a) List 4 barriers to effective communication
b) With the aid of a Communication Process, create an approach that could be considered to effectively disseminate knowledge of the organisation’s strategic direction
c) List 4 roles that could be considered for effective ownership of performance measurement
(10 marks)
This response will be reviewed and graded after submission.
Question 3.3
Give 3 examples of leading and lagging process performance indicators
(10 marks)
This response will be reviewed and graded after submission.
Section 4 [3 Questions, 10 marks each)
Question 4.1
You have been asked by the Senior Management Team to outline some critical aspects in order to coach recently employed new staff in the following:
a) Create an approach in report format. The aim of the presentation is to develop enterprise performance measures
b) Review how the effectiveness of training can be viewed in order to add value
(10 marks)
This response will be reviewed and graded after submission.
Question 4.2
ISO 9001 requires “Interaction of Processes”
a) Construct an Interaction of Processes diagram linked to the processes from the case study, and upload
(4 marks)
Upload your answer to this question.
This response will be reviewed and graded after submission.
Question 4.2
ISO 9001 requires “Interaction of Processes”
b) Consider risk points that could be considered linked to the processes from the case study
(3 marks)
This response will be reviewed and graded after submission.
Question 4.2
ISO 9001 requires “Interaction of Processes”
c) For each of the processes that have been listed, outline how effectiveness of “process performance” can be measured
(3 marks)
This response will be reviewed and graded after submission.
Question 4.3
With the aid of a sketch:
Create a strategy map linked to the case study provided, and outline how the strategy map may be effectively delivered
Consider how “best total solutions to customers” can be achieved, and upload
(10 marks)
Upload your answer to this question.
This response will be reviewed and graded after submission.
