Page 429 - The Handbook for Quality Management a Complete Guide to Operational Excellence

416 A p p e n d i x D S i m u l a t e d C e r t i f i c a t i o n E x a m Q u e s t i o n s 417

the focus is on fundamental principles of quality management, not memo-
rizing answers to potential exam questions.
This handbook was originally written with chapter headings and sub-
headings matching those of the ASQ Body of Knowledge. Frankly, this
resulted in a flawed product. The body of knowledge was not written, nor
intended, as a rational flow of concepts and ideas that build in a readable
fashion to develop the reader’s skills. This second edition handbook was
reformatted to group like topics that will build on the concepts discussed.
While you may find it useful to “weight” your study time toward the
more prevalent test topics, consider the earlier advice: It is nearly impos-
sible to “master” the Body of Knowledge by studying test questions.
When you review the material covered in a given section, note that some
sections cover a broad Body of Knowledge, sometimes at an advanced
(Evaluation, Analysis) cognitive level. As a result, many questions are
needed to adequately test these Body of Knowledge topics, even though a
given exam may ask only a few questions requiring less breadth or depth
of understanding.
Regardless, we feel the materials presented, if properly reviewed, will
offer you great opportunity in passing a certification exam and (more
importantly) help you to develop exceptional skills in quality management.
Best wishes on your success!
Answers may be downloaded at www.mhprofessional.com/HQM2

1. Under the Kano model, which of the following is most likely to occur
as a result of competitive pressure?
a. A basic quality feature will become an expected quality feature.
b. An exciting quality feature will become an expected quality feature.
c. An expected quality feature will become a basic quality feature.
d. Choices b and c.

2. The graph shown is interpreted as follows:

Satisfaction Competitive
Exciting
Wow! quality pressure
Satisfaction
region Expected
quality
Quality

Dissatisfaction
region Basic
quality Must have!

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