PT202 – CQI and IRCA Practitioner Managing Process Performance Examination [SAMPLE paper][v3]

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Question 1 of 10

1. Question
Section 1 – Governance

Question 1.1

Which of the following is Qualitative data?

(select ONE answer)(1 mark)
- Trains were 3, 7, 20 and 35 minutes late
- 40 trains arrived late today
- Most passengers stated that the carriage was overcrowded and there was nowhere to sit
- 9 out of 10 passengers rated the service they received as adequate
Question 2 of 10

2. Question
Question 1.2

A company designs and manufactures consumer electronic products, which of the following best describes the benefits of using the Kano model to the company

(select TWO answers)(2 marks)
- Helps the company better understand customer purchasing decisions
- Helps the company decide where they can reduce costs
- Shows the company the key processes that need improving
- Allows the company to deliver clear focus on product reliability improvement
- Allows the company to prioritise ideas for new product features against cost
Question 3 of 10

3. Question
Section 2 – Assurance

Question 2.1

Which of the following statements best describes the reason we use a Product Value Proposition Statement?

(select ONE answer)(1 mark)
- To ensure that you understand what in your process adds value for you
- To capture the voice of the customer
- To identify benefits of the product and why these are valuable to the customer
- To help understand what a customer is willing to pay for the product
Question 4 of 10

4. Question
Question 2.2

You have been asked as an expert to help develop the necessary skills of a team who are struggling to operate their visual management system. What behaviours would you seek to encourage in the team prior to meeting with them?

(select THREE answers)(3 marks)
- Prepare for the meeting
- Focus on the aspects of the work that you understand
- Come with a desire to learn
- Be open to question and contribute
- Highlight where others have failed to help you
Question 5 of 10

5. Question
Section 3 – Improvement

Question 3.1

Which of the following statements about Run Charts is FALSE?

(select ONE answer)(1 mark)
- Display data in time order of the data
- Demonstrate that the process is within control limits
- Give an indication of the property under observation on the vertical axis
- Can indicate the effects of changes over time
Question 6 of 10

6. Question
Question 3.2

When working with control charts, which of the following indicate process instability according to the Western Electric rules?

(select TWO answers)(2 marks)
- A trend of 5 points increasing or decreasing
- 9 points in a row on the same side of the average (mean)
- 2 points above the average (mean), followed by 2 points below the average (mean)
- A single point outside the 3σ upper control limit
- 10 points alternating up and down
Question 7 of 10

7. Question
Section 4 – Context

Question 4.1

You suspect one of your key process outputs is out of specification and want to know if this is causing customer issues. What actions would you advise as a first step?

(select THREE answers)(3 marks)
- Arrange interviews with the customers using a questionnaire
- Review the original process design documentation against the current process
- Review the complaints database
- Interview the team who operate the process to define the basic requirements
- Watch specific customers using the product or service from the process if they complain of issues
Question 8 of 10

8. Question
Section 5 – Leadership

Question 5.1

A process manager employs a process improvement team on a key process, what should the improvement team do when they have written the standardisation documents?

(select TWO answers)(2 marks)
- Send the standardisation documents to all process operators affected and instruct them to read them
- Personally, train the process operators and pilot and observe the way the new process works in the operational environment until they are satisfied that they can operate it to the required standard
- Work closely with the day-to-day Process Management team to ensure that they understand the reasons for the standards
- Explain the new standards to the senior management of the area so they are happy to sign them off then issue to the process operators
- Following review that the process is useable, and output meets requirements, issue the documents via the process management team
Question 9 of 10

9. Question
Question 5.2

Which of the following statements best describes the purpose of a Skills and Competence Matrix?

(select ONE answer)(1 mark)
- A way of visually scoring the skills of team members against each other
- A way to visually represent the skills and competencies acquired by team members
- A way to visually record the skills required and competencies attained by team members
- A way to visually manage the skills required and competencies attained by team members
Question 10 of 10

10. Question
Question 5.3

A team leader wrote a procedure to standardise the process of issuing transport permits to trucks delivering their company’s product to customer warehouses. Unfortunately, during a process review 6 months later it has been observed that this standard is not being adhered to. Why might this be the case?

(select THREE answers)(3 marks)
- The procedure is a high-quality Visio-based flowchart which is available to managers within the Electronic Management System (EMS) only
- The team leader wrote the procedure at their desk and failed to involve and understand the issues of the staff who issue the permits in the process
- The team leader worked closely with the process team to document instructions
- The team leader ensured the standard was a high-level description in order to allow local flexibility in issuing permits
- The team leader was promoted because of the initial success of the improvement project

PT202 – CQI and IRCA Practitioner Managing Process Performance Examination [SAMPLE paper][v3]

PT202 – CQI and IRCA Practitioner Managing Process Performance Examination [SAMPLE paper][v3]

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