QUESTION 7 Why do Kano delighters eventually become basic needs ? 1. When they become too costly. 2. When businesses lose the ability to maintain that level of satisfaction. 3. When customers get used to them and expect them all of the time. 4. The requirements change. QUESTION 8 All of the options below represent the TQ approach but which one ? 1. Teamwork. 2. Short term focus. 3. Customer focus. 4. Supplier management. QUESTION 9 Which description below best represents the concept of incoming AQL inspection ? 1. Inspection data representing the lot that is sent by the supplier. 2. 100% inspection until the supplier improves his quality. 3. Your inspection at the supplier's site. 4.A small inspection sample based on your chosen quality level. QUESTION 4 Voice of the customer can best be described as: 1. A blanket customer survey sent to all customers at the same time. 2. Customer input from the salesforce. 3. Customer requirements expressed in their own terms. 4. An urgent customer call. QUESTION 5 What factor should you consider when pursuing supplier certification ? (TQ) 1. Supplier sells to your competitor. 2. Supplier prices. 3. Single sourcing the supplier. 4. Supplier total sales. QUESTION 6 What stage of learning is considered the most advanced ? 1. Unconscious incompetence. 2. Conscious incompetence. 3. Unconscious competence. 4. Conscious competence. QUESTION 1 From the choices below, what does not represent a special cause on a variables control chart ? 1. Points outside the control limits. 2.Points randomly dispersed throughout the chart. 3. More than 8 points in a row in a trend, 4. More than 8 points in a row below the average. QUESTION 2 A special cause on a control chart: 1. Is another term for a common cause. 2. Always occurs in repeatable patterns. 3. Is one of the first places to investigate to solve problems. 4.Is part of random variability. QUESTION 3 The difference between attributes and variables data is : 1. Attributes and their data are very rare. 2. Variables and their data are very rare. 3. Variables data are continuous. 4. Attributes data are continuous