ASQ CSSGB - Questions & Answers

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.

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.

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.

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).

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.

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.

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.

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.

This question requires some knowledge of team life cycles. Some authorities refer to the team life cycle phases as build, develop and optimize. Others use forming, storming, norming and performing. The building phase is an early one in which the leader provides more direction and the group is uncertain of their roles and duties (Answer a). During this period, the leader does not delegate responsibilities readily and the team usually does not have the skills and experience to prioritize and perform tasks without assistance.