PT203 – CQI and IRCA Practitioner Managing Management Systems Examination [paper 3][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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- 30
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Question 1 of 30
1. Question
Section 1 – Governance
Question 1.1
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 2 of 30
2. Question
Question 1.2
Which of the following tools is used to prioritise risks?
(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
Which of the following statements best describes effective standardisation?
(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 organisational culture of and comprehensive approach to risk and opportunity management. Which of the following are good indicators?
(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 could be provide?
(select THREE answers)(3 marks)
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Question 7 of 30
7. Question
Section 2 – Assurance
Question 2.1
Who should carry out process confirmations?
(select ONE answer)(1 mark)
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Question 8 of 30
8. Question
Question 2.2
Which of the following is NOT a characteristic of a good quality objective?
(select ONE answer)(1 mark)
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Question 9 of 30
9. Question
Question 2.3
What is the role of the 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 considerations when developing a plan to achieve an organisation’s quality objectives?
(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 possible 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
Performance (result) measures are established to understand what?
(select TWO answers)(2 marks)
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Question 17 of 30
17. Question
Question 3.5
A 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 would be useful advice?
(select THREE answers)(3 marks)
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Question 18 of 30
18. Question
Question 3.6
A process owner who is new to the role wants to set up process reviews. Apart from reviewing the performance of the process over the last period, what else should be reviewed?
(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
Who is accountable for ensuring a process meets its regulatory and legal requirements?
(select ONE answer)(1 mark)
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Question 21 of 30
21. Question
Question 4.3
Which of the following tools would be most useful in evaluating the organisation’s context?
(select TWO answers)(2 marks)
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Question 22 of 30
22. Question
Question 4.4
In establishing the scope of its Quality Management System the top management ask for your assistance to understand who might qualify as an ‘interested party’ in addition to customers and regulatory bodies. Which of the following groups should they look at?
(select THREE answers)(3 marks)
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Question 23 of 30
23. Question
Section 5 – Leadership
Question 5.1
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 5.2
The following statement describes which Quality principle?
‘For sustained success, organisations develop the way that they work with interested parties, such as suppliers, to achieved shared benefits.’
(select ONE answer)(1 mark)
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Question 25 of 30
25. Question
Question 5.3
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 5.4
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 5.5
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 5.6
A top manager asks for advice on how to be an effective sponsor of breakthrough improvement projects. What advice could be given?
(select THREE answers)(3 marks)
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Question 29 of 30
29. Question
Question 5.7
The top management team wish to appoint local team managers as Process Owners. What criteria might be suggested to help them make an appropriate decision?
(select THREE answers)(3 marks)
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Question 30 of 30
30. 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)