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Free CSSGB Sample Questions:

Q: 1
Customer expectations follow which hierarchy of needs, from low to high?
I. Expected
II. Basic
III. Unanticipated
IV. Desired
Answer: A

Q: 2
During the team building phase, which of the following best describes the actions of the team?
A. The group is uncertain of their duties
B. Members prioritize and perform tasks
C. Member cooperation is evident
D. The team leader usually delegates duties
Answer: A

Q: 3
Excessive conflict within an improvement team:
A. Has a negative effect on team members and should be avoided
B. Has a positive effect on creating alternate solutions
C. Most often results in win-win situations
D. Promotes equal participation among members
Answer: A

Q: 4
Good improvement team members will:
A. Provide valid excuses when they miss a meeting
B. Agree with the team even when it is wrong
C. Encourage participation by other team members
D. Withhold unpopular information from the team
Answer: C

Q: 5
Which of the following describes poorly functioning teams?
A. Members act independently without inter-dependency
B. Objectives are realistically set and met
C. Team members listen to what is being said
D. Facts and opinions are distinguished
Answer: A

Q: 6
The right hand side of a completed "house of quality" (HOQ) displays rankings and values for:
A. Customer needs or desires
B. Competitive assessments or comparisons
C. Design feature measurements and importance
D. Design feature interactions
Answer: B

Q: 7
Which of the following techniques has proven useful in translating customer needs into product design features?
A. Changing perceptions
B. Customer service principles
C. Confrontation and problem solving
D. Quality function deployment
Answer: D

Q: 8
The SIPOC business model helps everyone in the company see the business from an overall process perspective. However, it does NOT:
A. Provide a framework applicable to processes of all sizes
B. Identify the few key business customers
C. Display cross-function activities in simple terms
D. Help maintain the big business picture
Answer: B

Q: 9
Effective team mechanics would typically NOT include which of the following?
A. The development of an agenda
B. The support of upper management
C. The distribution of minutes
D. The meeting time, frequency and location
Answer: B

Q: 10
When giving instructions to those who will perform a task, the communication process is completed:
A. When the worker goes to his work station to do the task
B. When the person giving the instruction has finished talking
C. When the worker acknowledges these instructions by describing how he/she will perform the task
D. When the worker says that he/she understands the instructions
Answer: C

Q: 11
The organization's customer service program can be enhanced in many ways. One of the ways would be:
A. Provide better procedures for customer service personnel
B. Restrict access to customer data
C. Have supervisors available to answer more questions
D. Utilize employee involvement
Answer: D

Q: 12
Having extensive industry knowledge makes upper management "experts" in customer needs and desires. To win in the marketplace they should:
A. Authorize many new products as soon as possible
B. Start with a new marketing plan fitting customer needs
C. Develop a strategic plan for new products
D. Ask for help, because they often don't really know the customer
Answer: D

Q: 13
A customer satisfaction program was started on the right foot and has gone very well for the last year or so. The company should:
A. Look to improve the program, with new customer input
B. Do nothing with the program, it's not broken
C. Form a manager's group to add new wrinkles to the program
D. Concentrate on long term customers
Answer: A

Q: 14
Understanding, controlling and improving an organization's processes to create value for all stakeholders would be called:
A. The SIPOC diagram
B. Process performance metric
C. Business process management
D. The establishment of KPIVs and KPOVs
Answer: C

Q: 15
As an alternative to QFD, the plotting of items of customer importance versus the customer's corresponding satisfaction level, using a form of Likert scale would most appropriately be called:
A. A matrix diagram
B. A perceptual map
C. A cause-and-effect matrix
D. A correlation chart
Answer: B

Q: 16
One would say that, from an overall perspective, the activities of a company are tied together by:
A. Customers
B. Stockholders
C. Suppliers
D. Process management
Answer: D

Q: 17
A six sigma improvement team may be required to analyze customer data in order to define a project or the results of an improvement. Which of the following tools would be of LEAST value?
A. Conflict resolution
B. Statistical analysis
C. Matrix diagrams
D. Pareto analysis
Answer: A

Q: 18
In most cases, an improvement team receives the least control and direction during which of the following stages:
A. Building
B. Storming
C. Performing
D. Alarming
Answer: C

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