PT207 – CQI and IRCA Practitioner Managing Customer Excellence Examination [paper 1][v3]

Section 1 – Governance

Question 1.1

Which of the following is NOT a reason for conducting a customer survey?

(select ONE answer)(1 mark)

Question 1.2

Which of the following is qualitative data?

(select ONE answer)(1 mark)

Question 1.3

Which of the following are advantages of using focus groups to gather customer feedback?

(select TWO answers)(2 marks)

Question 1.4

Which of the following statements are important to consider when selecting your survey sample?

(select TWO answers)(2 marks)

Question 1.5

A management team are considering conducting a survey of customers who are using a new product launched just 3 months ago. They are concerned there is a significant risk of a low number of responses from this particular customer group. Which of the following suggestions are likely to reduce this risk?

(select THREE answers)(3 marks)

Question 1.6

An organisation wishes to continually improve their service through a better understanding of how customers think when using the service. How can the national sales manager help support area operational teams to achieve this?

(select THREE answers)(3 marks)

Section 2 – Assurance

Question 2.1

You are interviewing a customer. Which of their requirements will the customer most likely talk about?

(select ONE answer)(1 mark)

Question 2.2

Who primarily defines what the Critical to Quality characteristics are?

(select ONE answer)(1 mark)

Question 2.3

Your organisation is planning a new product or service but foresees difficulties meeting your customer’s requirements for delivery, due to excessive lead times forecast in the supply chain. What actions could your organisation take to reduce these risks for your organisation while maintaining flexibility to meet your customer’s needs?

(Select TWO answers)(2 marks)

Question 2.4

Which of the following statements describe a reason for creating a CTQ tree?

(select TWO answers)(2 marks)

Question 2.5

A team is trying to understand why their measured lead time performance differs from their customer’s perception of performance. Which of the following actions would you recommend to help improve the customer’s perception of lead time performance?

(select THREE answers)(3 marks)

Question 2.6

You are approached by the management team of a retail business. They require some assistance in understanding what is valued by the customers of one of their small convenience stores. Which of the following is unlikely to be considered as ‘value-adding’ for a customer using a small convenience store?

(select THREE answers)(3 marks)

Section 3 – Improvement

Question 3.1

What advice would you give someone who is preparing for an idea generation session with their team?

(Select ONE answer)(1 mark)

Question 3.2

In what problem-solving situation could you apply the affinity diagram process?

(select ONE answer)(1 mark)

Question 3.3

Which of the following statements describe the purpose for having a ‘resolve customer complaint’ process?

(Select TWO answers)(2 marks)

Question 3.4

Which of the following are NOT steps used to action a complex customer dissatisfaction problem?

(select TWO answers)(2 marks)

Question 3.5

You have been asked to facilitate a session with a senior management team wanting to gather data on customers satisfaction from several regional sites. You decide to include managers from all the sites in the activity. How would you organise the people and data collection to make this a successful session?

(select THREE answers)(3 marks)

Question 3.6

You are approached by a team leader who wants to find out how the team can improve the service they offer in such a way as to delight their customers. Which of the following techniques would best help in identifying potential ways to delight the team’s customers whilst avoiding customer dissatisfaction?

(select THREE answers)(3 marks)

Section 4 – Context

Question 4.1

Which of the following statements is LEAST likely to be a result of social media?

(select ONE answer)(1 mark)

Question 4.2

Which of the following questions should you ask when considering the strengths in a SWOT analysis?

(select TWO answers)(2 marks)

Question 4.3

Having implemented SWOT analysis as a key strategic development tool to enable an organisational culture of risk and opportunity management, a top management team want to confirm it has met this specific aim. Which of the following must be observed to confirm SWOT has been effective?

(select THREE answers)(3 marks)

Section 5 – Leadership

Question 5.1

What does PDCA stand for?

(select ONE answer)(1 mark)

Question 5.2

What are the options you should consider in ACT of the PDCA cycle

(select ONE answer)(1 mark)

Question 5.3

What is the most effective approach to prevent the problem of customer dissatisfaction?

(select ONE answer)(1 mark)

Question 5.4

Which of the items listed below are the building blocks for workforce empowerment and engagement within an organisation?

(Select TWO answers)(2 marks)

Question 5.5

Coaching is one of the most important approaches available to the successful leader. The GROW model is a key coaching tool. Which TWO pairs of answers represent the letter in the acronym GROW?

(select TWO answers)(2 marks)

Question 5.6

When performing an analysis of stakeholders, we can divide the stakeholders into Champions, Neutrals & Resistors. What actions should you take with Resistors who have high influence over others?

(select TWO answers)(2 marks)

Question 5.7

A customer care team are introducing a process to provide a proactive response to customer feedback raised on social media. One of the highly influential senior executives is resistant to the initiative. What actions would be most effective at managing this stakeholder?

(select THREE answers)(3 marks)

Question 5.8

You join a company as operations director and find the management team to be heavily siloed in its approach. This manifests internally as a dysfunctional team with misalignment and internal infighting. Externally it manifests as poor customer experience and quality issues, with a poor and slow approach to dealing with those issues. From the point of view of a customer excellence approach do what can you do?

(select THREE answers)(3 marks)

Question 5.9

Behavioural approaches to promoting Customer Excellence through a focus on the prevention of errors can be highly effective. Select the answers which form key principles of this approach.

(select THREE answers)(3 marks)