PT203 – CQI and IRCA Practitioner Managing Management Systems Examination [paper 1][v3]
Information for Delegates:
- This examination is open book.
- Â You have 60 minutes for completing the exam.
- There are 30 multiple choice questions split into five sections.
- There is maximum of 60 marks available; the pass mark is 66% (40 marks).
-  Please select the same number of answers as the question requires – this is indicated in the brackets. Partial marks will be given for the correct answers.
- Â If you select more boxes than required, none of your responses will be accepted and you get a zero mark for that question.
- Â Please select your answers by clicking in the box provided.
- Â Read each question carefully before you answer.
- Â When selecting your answer choices make sure you consider the context given in the question as well as the knowledge you have from the course.
- Â Allow time to check back over your work and ensure that you have answered all the questions.
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Question 1 of 30
1. Question
Section 1 – Governance
Question 1.1
What do the letters PESTLE stand for?
(select ONE answer) (1 mark)
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Question 2 of 30
2. Question
Question 1.2
Which of the following risk evaluation tools is used to determine potential causes of failure?
(select ONE answer) (1 mark)
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Question 3 of 30
3. Question
Question 1.3
In which of the following situations is Failure Mode Effect Analysis (FMEA) commonly used to assess and prioritise risks?
(select TWO answers) (2 marks)
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Question 4 of 30
4. Question
Question 1.4
In which of the following situations are risk and opportunity analysis techniques most commonly used to support the improvement of customer satisfaction?
(select TWO answers) (2 marks)
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Question 5 of 30
5. Question
Question 1.5
A top management team want to understand what would be good indicators that they have a strong and comprehensive approach to risk and opportunity management. Which of the following are good approaches?
(select THREE answers) (3 marks)
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Question 6 of 30
6. Question
Question 1.6
A top manager wishes to understand how she can support her national operational teams in providing a consistent, continually improving service to customers across the country. What guidance would be helpful?
(select THREE answers) (3 marks)
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Question 7 of 30
7. Question
Section 2 – Assurance
Question 2.1
Which of the following statements describes the purpose of a process?
(select ONE answer) (1 mark)
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Question 8 of 30
8. Question
Question 2.2
Who should carry out process confirmations?
(select ONE answer) (1 mark)
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Question 9 of 30
9. Question
Question 2.3
Which of the following are roles of an internal auditor?
(select TWO answers) (2 marks)
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Question 10 of 30
10. Question
Question 2.4
Which of the following are key inputs in the development of a quality policy?
(select TWO answers) (2 marks)
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Question 11 of 30
11. Question
Question 2.5
The Procurement Director has requested your help in understanding the scope of the organisation’s management system requirements with suppliers/external providers. Which of the following are needed in response to their question?
(select THREE answers) (3 marks)
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Question 12 of 30
12. Question
Question 2.6
Top management are concerned that Hoshin Kanri seems time consuming and potentially unnecessary work for their business. What are the reasons why they should invest?
(select THREE answers) (3 marks)
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Question 13 of 30
13. Question
Section 3 – Improvement
Question 3.1
Which of the following statements best describes ‘breakthrough improvement’?
(select ONE answer) (1 mark)
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Question 14 of 30
14. Question
Question 3.2
How would control charting performance data improve the effectiveness of management reviews?
(select ONE answer) (1 mark)
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Question 15 of 30
15. Question
Question 3.3
Which of the following statements best describe operational (process) measures?
(select TWO answers) (2 marks)
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Question 16 of 30
16. Question
Question 3.4
Which of the following are used to monitor in-process operation and performance?
(select TWO answers) (2 marks)
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Question 17 of 30
17. Question
Question 3.5
Working with a top management team you notice that the performance measures they review monthly are predominately financially based, with customer satisfaction and employee survey results being reported quarterly. What other aspects could they measure to provide a more balanced view of organisational performance?
(select THREE answers) (3 marks)
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Question 18 of 30
18. Question
Question 3.6
An HR manager is struggling to understand how to develop objectives aligned with the quality policy on the basis that the department does not serve external customers. What advice would be helpful to her?
(select THREE answers) (3 marks)
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Question 19 of 30
19. Question
Section 4 – Context
Question 4.1
Which of the following approaches is used in defining the scope of the quality management system?
(Select ONE answer) (1 mark)
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Question 20 of 30
20. Question
Question 4.2
Which of the following processes are useful in understanding an organisation’s external context?
(select TWO answers) (2 marks)
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Question 21 of 30
21. Question
Question 4.3
A top management team wish to initiate the design of their next generation of products and services. They want to ensure that they have a comprehensive understanding of the true ‘voice of the customer’ to identify future and latent needs not already catered for. Which techniques could they use to capture this information?
(select THREE answers) (3 marks)
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Question 22 of 30
22. Question
Section 5 – Leadership
Question 5.1
Who is accountable for the process’ design?
(select ONE answer) (1 mark)
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Question 23 of 30
23. Question
Question 5.2
Which of the following is NOT a quality management principle?
(select ONE answer) (1 mark)
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Question 24 of 30
24. Question
Question 5.3
Who is responsible for ensuring the local process standard is continuously improved?
(select ONE answer) (1 mark)
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Question 25 of 30
25. Question
Question 5.4
Which of the following approaches reflect the ‘check’ stage of the PDCA cycle?
(select TWO answers) (2 marks)
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Question 26 of 30
26. Question
Question 5.5
In representing the organisation as a system of processes, which of the following processes would be described as ‘Enabling Processes’?
(select TWO answers) (2 marks)
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Question 27 of 30
27. Question
Question 5.6
Which of the following processes could be described as ‘leadership processes’ in the definition of an organisation as a system?
(select TWO answers) (2 marks)
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Question 28 of 30
28. Question
Question 5.7
The top management team wish to appoint local team managers as Process Owners. What criteria might enable them to make an appropriate decision?
(select THREE answers) (3 marks)
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Question 29 of 30
29. Question
Question 5.8
Following substantial analysis, a breakthrough improvement team believe they have identified a change that should significantly increase the quality of the service being provided to customers. They are keen to begin rolling out the change across the organisation’s various contact centres, as soon possible. What priority actions could they implement to enable the best chance of success with the change?
(select THREE answers) (3 marks)
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Question 30 of 30
30. Question
Question 5.9
A team of top managers ask you what it would mean for them to take a ‘process approach’ in their role. What would be useful advice?
(select THREE answers) (3 marks)