PT202 – CQI and IRCA Practitioner Managing Process Performance Examination [SAMPLE paper][v4]

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Question 1 of 10

1. Question

Category: PT202 – Governance
Question 1.1 Which of the following is Qualitative data? (select ONE answer)
- Trains were 3, 7, 20 and 35 minutes late.
- 40 trains arrived late today.
- One passenger stated that the carriage was overcrowded and there was nowhere to sit.
- 9 out of 10 passengers rated the service they received as adequate.
Question 2 of 10

2. Question

Category: PT202 – Governance
Question 1.2
Which of the following methods are best suited to establishing delight factors in the Kano Model of customer needs? (select TWO answers)
- Observation of customers making online purchases through your organisation’s website.
- Facilitation of feedback from a group of customers using your company’s top of the range mobile phone.
- Qualitative analysis of comments in the customer feedback survey answering the question “How do you think we can improve our service to you?”
- Quantitative analysis of product faults into product subsystems in order to identify focus for reliability improvement.
- Idea generation session with the service/product design team to list potential features that could be added.
Question 3 of 10

3. Question

Category: PT202 – Assurance
Question 2.1
Which of the following are most effective to use in visual management? (select TWO answers)
- Performance Report.
- Control Chart.
- Tabulated KPI figures for the current day/week.
- Area Layout.
- Tally chart.
Question 4 of 10

4. Question

Category: PT202 – Assurance
Question 2.2
You have been asked to help develop the behaviours of a team who are struggling to operate their visual management system. What behaviours would you seek to encourage? (select THREE answers)
- Prepare for the meeting.
- Focus on the aspects of the work that you understand.
- Come with a desire to learn and contribute.
- Be open to input from the team.
- Highlight where others can help you.
Question 5 of 10

5. Question

Category: PT202 – Improvement
Question 3.1
Which of the following statements about Run Charts is FALSE? (select ONE answer)
- Display data in time order of the data.
- Demonstrate that the process is stable and predictable.
- Give an indication of where the process is centred and the spread of the process.
- Can indicate the effects of changes over time.
Question 6 of 10

6. Question

Category: PT202 – Improvement
Question 3.2
When working with control charts, which of the following indicate Assignable Cause variation? (select TWO answers)
- A trend of 5 points increasing or decreasing.
- 9 points in a row on the same side of the average (mean).
- 2 points above the average (mean), followed by 2 points below the average (mean).
- A single point outside the upper control limit.
- 10 points alternating up and down.
Question 7 of 10

7. Question

Category: PT202 – Context
Question 4.1
A customer service team has interviewed some customers of the process they are improving but cannot establish some basic requirements for the output of the process because the customers do not talk about them. What further actions would you most effectively advise as a first step? (select THREE answers)
- Design some more questions and re-interview the customers.
- Review the original process design documentation.
- Review the complaints database.
- Interview the team who operate the process to define the basic requirements.
- Watch the customers using the product or service from the process.
Question 8 of 10

8. Question

Category: PT202 – Leadership
Question 5.1
What should an improvement team do when they have written the standardisation documents? (select TWO answers)
- Send the standardisation documents to all process operators affected and instruct them to read them.
- Personally train the process operators and manage the way the new process works in the operational environment until you are satisfied that they can operate it to the required standard.
- Work closely with the day-to-day Process Management team to ensure that they understand the reasons for the standards.
- Explain the new standards to the senior management of the area so they are happy to sign them off then issue to the process operators.
- Start to hand over to the day-to-day process team and ensure that the Process Management team can explain the new standards to other process operators.
Question 9 of 10

9. Question

Category: PT202 – Leadership
Question 5.2
Which of the following statements best describes the purpose of a Skills and Competence Matrix? (select ONE answer)
- A way of visually scoring the skills of team members against each other.
- A way to visually represent the skills and competencies acquired by team members.
- A way to visually record the skills required and competencies attained by team members.
- A way to visually manage the skills required and competencies attained by team members.
Question 10 of 10

10. Question

Category: PT202 – Leadership
Question 5.3
A team leader wrote a procedure to standardise the process of issuing transport permits to trucks delivering their company’s product to customer warehouses. Unfortunately, during a process review 6 months later it has been observed that this standard is not being adhered to. Why might this be the case? (select THREE answers)
- The procedure is a high-quality Visio-based flowchart which is available to managers within the Electronic Management System (EMS) only.
- The team leader wrote the procedure at their desk and failed to involve the staff who issue the permits in the process.
- The team leader worked closely with the process team to document instructions.
- The team leader ensured the standard was a high-level description in order to allow local flexibility in issuing permits.
- The team leader was promoted because of the initial success of the improvement project.

PT202 – CQI and IRCA Practitioner Managing Process Performance Examination [SAMPLE paper][v4]

PT202 – CQI and IRCA Practitioner Managing Process Performance Examination [SAMPLE paper][v4]

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