Page 80 - Six Sigma Demystified

Chapter 3 f o c u s i n g t h e d e p loy m e n t 61

ChaPTeR 3 Quiz

1. Customer expectations are
a. always stated in advance as a specification.
b. equally satisfied anywhere within the defined specifications.
C. maximized for a bilateral specification at the midpoint of the specification.
D. ensured if the process is in control.

2. Repeat customers value
a. predictable variation within the requirements.
b. low cost at the expense of all other criteria.
C. customer service that will correct all problems after they are detected.
D. competitive pressures.

3. Focus on customer- supplied specifications
a. ensures a long- term relationship with the customer.
b. may lead to loss of customer loyalty if unstated expectations are not met.
C. provides the best metric for Six Sigma projects.
D. is preferred to focus on internal specifications that may not apply.

4. Failure to deliver products or services that meet customer specifications
a. results in delays as the customer awaits replacement products or services.
b. affects the supplier through near- term costs for credit, rework, or scrap.
C. affects the longer- term potential for a positive relationship between supplier
and customer.
D. all the above are true.

5. Which of the following levels of quality tends to produce longer- term loyalty
in customers?
a. basic quality
b. expected quality
C. exciting quality
D. Competitive quality

6. Which of the following interpretations of the Kano model is most accurate?
a. Customer satisfaction is determined solely by the quantity of the product or
service delivered.
b. Customer wants can be determined once and for all and used to design high-
quality products and services.
C. Customer wants, needs, and expectations are dynamic and must be monitored
continuously. Providing products or services that match the customer’s
expectations is not enough to ensure customer satisfaction.
D. Customers will be satisfied if you supply them with products and services that
meet their needs at a fair price.