ASQ ASQ Certifications CSSGB Questions & Answers

• Question 251:

  Customer expectations follow which hierarchy of needs, from low to high?

  I. Expected

  II. Basic

  III. Unanticipated

  IV.

  Desired

  A.

  II, I, IV, III

  B.

  III, I, II, IV

  C.

  IV, II, I, III

  D.

  I, II, III, IV

  Correct Answer: A

  There is a hierarchy of customer expectations in regard to product or service quality. It is similar in nature to Maslow's hierarchy of needs. The hierarchy of customer expectations follow the stages of basic (II), expected (I), desired (IV) and unanticipated (III). Only answer a starts with II, and continues with the correct sequence.

• Question 252:

  A six sigma improvement team may be required to analyze customer data in order to define a project or the results of an improvement. Which of the following tools would be of LEAST value?

  A. Conflict resolution

  B. Statistical analysis

  C. Matrix diagrams

  D. Pareto analysis

  Correct Answer: A

  Note that a negative response is requesteD. The techniques suggested by answers b, c and d, plus others, can be employeD. Additionally, most of these tools are more effective if they are used on similar customer data, over different time periods, to ascertain if the improvement is still valid or if there are changes in the market. Answer a is a good choice for many questions but not this one.

• Question 253:

  A customer satisfaction program was started on the right foot and has gone very well for the last year or so. The company should:

  A. Look to improve the program, with new customer input

  B. Do nothing with the program, it's not broken

  C. Form a manager's group to add new wrinkles to the program

  D. Concentrate on long term customers

  Correct Answer: A

  Even though the customer satisfaction program has gone well for a certain time frame, one still must continue to listen to the customer. Answer b, to do nothing, would probably not keep your company competitive. Answer c, forming a manager's group, is too restrictive. It permits internal people to formulate external customer expectations. Answer d is too restrictive for a variety of reasons. Lack of growth could be one of them.

• Question 254:

  Having extensive industry knowledge makes upper management "experts" in customer needs and desires. To win in the marketplace they should:

  A. Authorize many new products as soon as possible

  B. Start with a new marketing plan fitting customer needs

  C. Develop a strategic plan for new products

  D. Ask for help, because they often don't really know the customer

  Correct Answer: D

  One can learn from the experiences of the 1970s U.S. automotive experts as they were being pushed around by the Japanese auto makers. The U.S. auto makers knew the American public, it was their market for 60 years. Fresh customer data is always needeD. The question suggests that management knows it all and does not need any more information. Answers a, b and c imply that a producer is going ahead with a marketing effort without customer input. Answer d is correct, because of the producer's need for more information.

• Question 255:

  The organization's customer service program can be enhanced in many ways. One of the ways would be:

  A. Provide better procedures for customer service personnel

  B. Restrict access to customer data

  C. Have supervisors available to answer more questions

  D. Utilize employee involvement

  Correct Answer: D

  Customer service is important to an organization. To increase its effectiveness, everyone should be involveD. This would mean all employees. Better procedures (answer a) can help. Restricting access to customer data (answer b) is not gooD. A supervisor being available to answer more questions (answer c) is going backwards. Employee involvement places decision making at the level where the action occurs (answer d).

• Question 256:

  The SIPOC business model helps everyone in the company see the business from an overall process perspective. However, it does NOT:

  A. Provide a framework applicable to processes of all sizes

  B. Identify the few key business customers

  C. Display cross-function activities in simple terms

  D. Help maintain the big business picture

  Correct Answer: B

  Note that a negative response is requesteD. The odd choice out is answer B Identification of the key business customers is done by means other than a SIPOC model. The other answers a, c and d are valid.

• Question 257:

  Which of the following techniques has proven useful in translating customer needs into product design features?

  A. Changing perceptions

  B. Customer service principles

  C. Confrontation and problem solving

  D. Quality function deployment

  Correct Answer: D

  Answers a and c are customer conflict resolution techniques. Answer b addresses service principles, not the question at hanD. The role of quality function deployment (QFD) is to translate customer needs into design features.

• Question 258:

  The right hand side of a completed "house of quality" (HOQ) displays rankings and values for:

  A. Customer needs or desires

  B. Competitive assessments or comparisons

  C. Design feature measurements and importance

  D. Design feature interactions

  Correct Answer: B

  The subroof of a HOQ displays design features and the roof shows design feature interactions (deliminated). The "basement" of the HOQ shows target values, or design features and technical importance(c eliminated). The left side of the HOQ details key customer needs or desires (a eliminated). The right side of the HOQ shows competitive assessments and/or comparisons.

• Question 259:

  Provide a non-technical definition for “Six Sigma” management.

  Correct Answer: It is an organizational initiative designed to create breakthrough improvements in manufacturing, service and administrative processes. For example, Motorola established a goal to reduce defects 10-fold with a 50% reduction in cycle time every 2 years.

• Question 260:

  Define a process. Draw a picture.

  Correct Answer: A process is the vehicle for transforming inputs into outputs, see figure below. Feedback loops are used to move data to appropriate points in the process for decision making purposes.