ASQ Certified Manager of Quality / Organizational Excellence (CMQ/OE) — Question 7

A company is benchmarking its complaint process. Comparable companies have been identified and the data collection process is complete. The next step for the team to take is to

Answer options

• A. project future performance levels
• B. establish complaint-process goals
• C. communicate benchmark findings to upper management
• D. determine current performance gaps

Correct answer: B

Explanation

The correct answer is B because setting goals for the complaint process is crucial after data collection, as it provides clear targets for improvement. Options A and D are more about analyzing performance rather than establishing goals, while option C, while important, comes after defining what the goals are.