PT205 – CQI and IRCA Practitioner Managing Problem Solving Examination [paper 1][v3]

Section 1 – Governance

Question 1.1

What stage in problem solving would most benefit from using an FMEA?

(select ONE answer) (1 mark)

Question 1.2

What do the letters FMEA stand for?

(select ONE answer) (1 mark)

Question 1.3

Which of the following statements describe the ‘Risk Priority Number’ in an FMEA?

(select TWO answers) (2 marks)

Question 1.4

When constructing an FMEA what does ‘Occurrence’ and ‘Detection’ represent?

(select TWO answers) (2 marks)

Question 1.5

An improvement team are using an FMEA to evaluate a change to a process. Although they have had several sessions to construct the FMEA they feel they do not have enough rows defining potential errors/failures. What actions should they take?

(select THREE answers) (3 marks)

Question 1.6

A team are constructing a risk matrix but they feel it is taking too long as they have a lot of discussion about the likelihood of the risks. What three actions should they take next?

(select THREE answers) (3 marks)

Section 2 – Assurance

Question 2.1

What should a team be looking for when objectively testing a potential solution?

(select ONE answer) (1 mark)

Question 2.2

The ‘5 Whys’ are useful in problem solving for which of the following reasons?

(select ONE answer) (1 mark)

Question 2.3

A team are trying to prevent defects when a new customer fills out the email address field of their online form. Which two solutions reflect a corrective action approach to the problem?

(select TWO answers) (2 marks)

Question 2.4

Which of the following statements describe a valid root cause?

(select TWO answers) (2 marks)

Question 2.5

A team are using a solution selection matrix and are looking for solutions that are simple to implement and low cost. Which of the following criteria are effective to use as part of the matrix?

(select THREE answers) (3 marks)

Question 2.6

A team have generated a cause and effect diagram using open idea generation. They realise they do not have many ideas and some members of the team did not contribute. What actions could the team manager undertake?

(select THREE answers) (3 marks)

Section 3 – Improvement

Question 3.1

What is the purpose of a Scatter Diagram?

(select ONE answer) (1 mark)

Question 3.2

Which of the following statements about a “histogram” is true?

(select ONE answer) (1 mark)

Question 3.3

What is a Pareto diagram used for?

(select TWO answers) (2 marks)

Question 3.4

A vertical integrated flowchart shows a process step spanning the lanes of two departments (A and B) with the output of the process leaving in the lane of department B and on to a process step in the lane of department C. What is this part of the flowchart describing?

(select TWO answers) (2 marks)

Question 3.5

When designing data collection sheets (check sheets) what questions should a team ask?

(select THREE answers) (3 marks)

Question 3.6

As part of a problem-solving activity a team are studying the cause and effect relationship between customer satisfaction and call volume in their customer service centre. They find a scatter graph indicates a weak negative relationship. Which of the following is good advice on their next steps?

(select THREE answers) (3 marks)

Section 4 – Context

Question 4.1

In the 8-step problem solving structure which is the correct sequence/order of the last four stages?

(select ONE answer) (1 mark)

Question 4.2

Following a successful 8-step problem solving project, the team are discussing their successes. One member of the team states, “It took some effort but, now everything’s in place, we shouldn’t see that problem coming up anywhere again.” and another states, “Until we fully understood the problem we made slow progress at the beginning”.

What two steps in the 8-step problem solving process are the two team members talking about?

(select TWO answers)(2 marks)

Question 4.3

An improvement coach is reviewing an 8-step problem solving report from an unsuccessful team. Which three of the key questions below should they be asking as part of the review?

(select THREE answers) (3 marks)

Section 5 – Leadership

Question 5.1

When considering enablers for a problem-solving activity charter, how are these best defined?

(select ONE answer) (1 mark)

Question 5.2

Which of the following tools would best help a team who are trying to locate the source of a problem?

(select ONE answer) (1 mark)

Question 5.3

Which of the following statements best describes the activities to carry out in the Plan stage of the PDCA cycle?

(select ONE answer) (1 mark)

Question 5.4

You have completed an evaluation on four potential solutions using PDCA, and all four turned out to be negative, i.e. the changes did not solve the problem. What should be done next?

(select TWO answers) (2 marks)

Question 5.5

Which of the following are roles of the sponsor of a problem-solving activity?

(select TWO answers) (2 marks)

Question 5.6

Which of the following approaches are likely to be adopted by a facilitator of a rapid, half-day, problem solving workshop?

(select TWO answers) (2 marks)

Question 5.7

A team has invited you to their brown paper presentation at the start of a problem solving activity using the 8-step structure. What are the most effective questions that could be asked in the review?

(select THREE answers) (3 marks)

Question 5.8

A team has invited you to their brown paper presentations at the end of each stage of a problem-solving activity using the 8-step structure. What are the most effective questions that should be asked in the final step review?

(select THREE answers) (3 marks)

Question 5.9

A senior management team believe they will achieve improved customer satisfaction through the introduction of a new teamwork structure. They want to use PDCA but have been given some conflicting advice on how to proceed. Which of the following extracts is effective advice?

(select THREE answers) (3 marks)