PT205 – CQI and IRCA Practitioner Managing Problem Solving Examination [paper 3][v3]
Information for Delegates:
- This examination is open book.
- 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.
- If you select more boxes than required, none of your responses will be accepted and you get zero mark for that question.
- Please select your correct answers clearly by clicking in the box provided.
- Read each question carefully before you answer.
- 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.
- 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
What do the letters FMEA stand for?
(select ONE answer)(1 mark)
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Question 2 of 30
2. Question
Question 1.2
Which of the following statements is correct about an FMEA?
(select ONE answer)(1 mark)
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Question 3 of 30
3. Question
Question 1.3
Which of the following describe the “Risk Priority Number” in an FMEA?
(select TWO answers)(2 marks)
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Question 4 of 30
4. Question
Question 1.4
A process improvement team has produced an FMEA identifying the risks within the process but are now arguing over how to prioritise these risks. What advice would enable the team to identify where efforts should be made to address the risk that they have identified?
(select TWO answers)(2 marks)
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Question 5 of 30
5. Question
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)
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Question 6 of 30
6. Question
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 adopt?
(select THREE answers)(3 marks)
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Question 7 of 30
7. Question
Section 2 – Assurance
Question 2.1
The “5 Whys” are useful in problem solving for which of the following reasons?
(select ONE answer)(1 mark)
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Question 8 of 30
8. Question
Question 2.2
Which of the following is the purpose of a Cause and Effect diagram?
(select ONE answer)(1 mark)
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Question 9 of 30
9. Question
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)
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Question 10 of 30
10. Question
Question 2.4
Which of the following can be used in the process of selecting potential solutions to a problem?
(select TWO answers)(2 marks)
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Question 11 of 30
11. Question
Question 2.5
A team are using a solution selection matrix and are looking for solutions that are quick to implement and low cost. Which of the following criteria are effective to use as part of the matrix?
(select THREE answers)(3 marks)
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Question 12 of 30
12. Question
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 advice would help them?
(select THREE answers)(3 marks)
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Question 13 of 30
13. Question
Section 3 – Improvement
Question 3.1
What is the purpose of a Scatter Diagram?
(select ONE answer)(1 mark)
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Question 14 of 30
14. Question
Question 3.2
Which of the following statements about a “histogram” is true?
(select ONE answer)(1 mark)
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Question 15 of 30
15. Question
Question 3.3
What is a Pareto diagram used for?
(select TWO answers)(2 marks)
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Question 16 of 30
16. Question
Question 3.4
An improvement team are trying to identify potential problem areas within a process and had planned to use a process flow chart to do this.
However, they have encountered problems creating the flow chart as the language they each use to describe the various stages of the process is leading to confusion. What would help the team progress with the establishment of their process flow chart?
(select TWO answers)(2 marks)
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Question 17 of 30
17. Question
Question 3.5
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)
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Question 18 of 30
18. Question
Question 3.6
When visiting a customer contact centre, you see a control chart (where higher values indicate worse performance) with many data points running above the upper control limit. The team leader explains this has been the case since his team was reduced from 6 to 5 operators. What advice would help the team leader?
(select THREE answers)(3 marks)
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Question 19 of 30
19. Question
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)
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Question 20 of 30
20. Question
Question 4.2
In the 8-step problem solving structure which is the correct sequence/order of the first four stages?
(select ONE answer)(1 mark)
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Question 21 of 30
21. Question
Question 4.3
What are the benefits of the application of the 8-step problem solving structure?
(select TWO answers)(2 marks)
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Question 22 of 30
22. Question
Question 4.4
Which three of the following represent poor root cause definitions?
(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 tools would best help a team who are trying to locate the source of a problem?
(select ONE answer)(1 mark)
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Question 24 of 30
24. Question
Question 5.2
Which of the following types of problem is best suited to a structured problem-solving approach?
(select ONE answer)(1 mark)
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Question 25 of 30
25. Question
Question 5.3
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 the next steps?
(select TWO answers)(2 marks)
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Question 26 of 30
26. Question
Question 5.4
Which of the following are roles of the sponsor of a problem-solving activity?
(select TWO answers)(2 marks)
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Question 27 of 30
27. Question
Question 5.5
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)
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Question 28 of 30
28. Question
Question 5.6
A problem-solving team are having difficulties developing the project charter to define the project that they are starting to work on. So far, they have written “The response time to customer enquires is too long and inadequate and needs to be improved.”
What additional factors about the project would the team need to include in their project charter to make it effective?
(select THREE answers)(3 marks)
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Question 29 of 30
29. Question
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)
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Question 30 of 30
30. Question
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)