PT207 – CQI and IRCA Practitioner Managing Customer Excellence Examination [paper 2][v3]

Section 1 – Governance

Question 1.1

Which of the following is Qualitative data?

(select ONE answer)(1 mark)

Question 1.2

What is meant by “mutually exclusive, collectively exhaustive” when writing survey questions and responses?

(select ONE answer)(1 mark)

Question 1.3

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

(select TWO answers)(2 marks)

Question 1.4

Your organisation wishes to collect satisfaction data from its customers to help develop its product and service development strategy for the next 3 years. What data collection methods are likely to be most comprehensive when collecting customer satisfaction data?

(select TWO answers)(2 marks)

Question 1.5

A call centre is described as being reactive. Which initiatives would you recommend they adopt to become more proactive?

(select THREE answers)(3 marks)

Question 1.6

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 customer group. Which of the following suggestions are likely to reduce this risk?

(select THREE answers)(3 marks)

Section 2 – Assurance

Question 2.1

Who primarily defines what the Critical to Quality characteristics are?

(select ONE answer)(1 mark)

Question 2.2

Which of these statements best describes the reason we use a Value Proposition Statement?

(select ONE answer)(1 mark)

Question 2.3

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

(select TWO answers)(2 marks)

Question 2.4

Which of the following statements describe a Results Measure?

(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

Which of the following statements best describes why variation from specific requirements in product/service performance is a key source of customer dissatisfaction?

(select ONE answer)(1 mark)

Question 3.2

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

(select ONE answer)(1 mark)

Question 3.3

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

(select TWO answers)(2 marks)

Question 3.4

Which two of the following are inappropriate ways of handling a customer complaint?

(select TWO answers)(2 marks)

Question 3.5

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)

Question 3.6

A customer service team are looking to improve retention rates in their customers. They have decided to use an affinity diagram as the start of this improvement project. Which of the following would provide a suitable statement for an affinity diagram?

(select THREE answers)(3 marks)

Section 4 – Context

Question 4.1

Which of the following is NOT a consideration of the external environment when creating customer excellence?

(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

Following a brainstorming session to capture ideas for a SWOT analysis of your organisation, the facilitator of the session approaches you and asks for help in placing some of the ideas in the correct quadrant of the matrix. Which of the items below would you advise him as belonging in the THREATS quadrant of the matrix?

(select TWO answers)(2 marks)

Question 4.4

A marketing team is developing a plan for a new type of service. In the past they have used SWOT to help build the plan but have been advised to conduct a PESTLE analysis for this service. They are having difficulty seeing how to relate the items to their plan. Which of the following are likely to be effective in helping this team?

(select THREE answers)(3 marks)

Section 5 – Leadership

Question 5.1

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

(select ONE answer)(1 mark)

Question 5.2

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

(select ONE answer)(1 mark)

Question 5.3

Which of the following are considered as elements of customer focus in ISO 9001?

(select ONE answer)(1 mark)

Question 5.4

Which of the factors, listed below, best define the requirements for Customer focus within ISO 9001:2015

(select TWO answers)(2 marks)

Question 5.5

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

(select TWO answers)(2 marks)

Question 5.6

A new senior management team are considering developing a strategy together. What would you advise them to do at the beginning?

(select THREE answers)(3 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

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

(select THREE answers)(3 marks)