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IIA IIA-CIA-Part3 Exam Questions
Certified Internal Auditor - Part 3, Business Analysis and Information Technology (Page 31 )

Updated On: 28-Apr-2026
Page 31 of 312
PDF with 1555 Questions

The most important component of quality control is:

  1. Ensuring goods and services conform to the design specifications.
  2. Satisfying upper management.
  3. Conforming with ISO-9000 specifications.
  4. Determining the appropriate timing of inspections.

Answer(s): A

Explanation:

The intent of quality control is to ensure that goods and services conform to the design specifications.
Whether the focus is on feed forward, feedback, or concurrent control, the emphasis is on ensuring product or service conformity.



Management of a company is attempting to build a reputation as a world-class manufacturer of quality products.
Which of the following measures would not be used by the firm to measure quality?

  1. The percentage of shipments returned by customers because of poor quality.
  2. The number of parts shipped per day.
  3. The number of defective parts per million.
  4. The percentage of products passing quality tests the first time.

Answer(s): B

Explanation:

The number of parts shipped per day would most likely be used as a measure of the effectiveness and efficiency of shipping procedures, not the quality of the product. This measure does not consider how many of the parts are defective.



Which of the following is not an appropriate measure of quality?

  1. Market share.
  2. Delivery performance.
  3. Customer satisfaction.
  4. Raw materials costs.

Answer(s): D

Explanation:

Emphasizing lower input costs may result in more defective output, and higher input costs may or may not reflect the procurement of better raw materials. Financial measures are thus mostly unsuitable for measuring quality.



Which of the following criteria would be most useful to a sales department manager in evaluating the performance of the manager's customer-service group?

  1. The customer is always right.
  2. Customer complaints should be processed promptly
  3. Employees should maintain a positive attitude when dealing with customers.
  4. All customer inquiries should be answered within 7 days of receipt.

Answer(s): D

Explanation:

A criterion that requires all customer inquiries to be answered within 7 days of receipt permits accurate measurement of performance. The quantitative and specific nature of the appraisal using this standard avoids the vagueness, subjectivity, and personal bias that may afflict other forms of personnel evaluations.



An example of an internal nonfinancial benchmark is:

  1. The labor rate of comparably skilled employees at a major competitor's plant.
  2. The average actual cost per pound of a specific product at the company's most efficient plant.
  3. A US $50,000 limit on the cost of employee training programs at each of the company's plants.
  4. The percentage of customer orders delivered on time at the company's most efficient plant.

Answer(s): D

Explanation:

Benchmarking is a continuous evaluation of the practices of the best organizations in their class and the adaptation of processes to reflect the best of these practices. It requires analysis and measurement of key outputs against those of the best organizations. This procedure also involves identifying the underlying key actions and causes that contribute to the performance difference. The percentage of orders delivered on time at the company's most efficient plant is an example of an internal nonfinancial benchmark.



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