SSGB Chapter 2

Question 1

As per the Kano Model, the ……………… attributes are attributes of a product or service to which the customer will be indifferent if they are present but will be dissatisfied if they are absent.

Answer 1

Threshold/Basic

Threshold/Basic attributes are the basic characteristics or attributes that the customers expect to be present in a product or service. Non- availability of these attributes makes customers extremely dissatisfied. But availability of those requirements does not bring additional satisfaction to the customers.

Question 2

The starting point for a balanced scorecard is:

Answer 2

the vision and strategy for the organization

Balanced scorecard begins with determining the vision and strategy for the organization. This forms the basis for every balanced scorecard.

Question 3

It is extremely important to balance the needs of all stakeholders. Usually stakeholders have conflicting needs and focusing too much on any particular group may be detrimental to the needs of other stakeholders. Balancing needs of all stakeholders can be achieve

Answer 3

Balanced Scorecards

Balanced scorecards are an effective tool to balance needs of all stakeholders

Question 4

The stated or unstated needs of the customer are also referred to as:

Answer 4

Voice of the customer

Voice of the customer refers to the stated or unstated needs of the customer which need to be understood very well before designing any product or service.

Question 5

Data can be broadly classified as:

Answer 5

Discrete or continuous

Data can be broadly classified as Discrete or Continuous

Question 6

Questions that request the customers to write description of their views or opinions are also called:

Answer 6

Open ended questions

Open Ended questions : questions which request the customers to write down their views or opinions (e.g. What is your perfect holiday? ___________________)

Question 7

In which kind of question, would you ask the customer to provide a numerical value to a particular attribute?

Answer 7

Ranking question

Ranking questions: Request customers to provide a rank or numerical value to a particular attribute (e.g. What is the rank between 1 through 5 you would give to the features available in XYZ product : 1 represents Very Satisfied with features and 5 represents Not At all satisfied)

Question 8

How many people are in a focus group?

Answer 8

6-10

A focus group usually consists of 6-10 people selected from a group because of some common characteristics as required for the focus group

Question 9

As per the Kano Model, product characteristics can be classified into the following categories except:

Answer 9

Direct

As per the Kano Model, product characteristics can be classified into the following categories except:

Question 10

Attributes directly proportional to customer satisfaction are also called:

Answer 10

Performance attributes

Performance Attributes: Attributes which are directly proportional to customer satisfaction. Increased availability of these features improves customer satisfaction; decreased availability results in greater dissatisfaction

Question 11

Which of the following tools are used to map the voice of the customer to internal company processes?

Answer 11

Quality function deployment

After getting inputs from the customer, QFD can be used to map the voice of the customer to internal company processes and also to facilitate competitive evaluation. QFD analysis includes inputs from all groups inside the organization, and forms the basis for determining the requirements for the project.

Question 12

QFD is carried out by:

Answer 12

Cross-functional group of individuals

QFD is usually carried out by a cross-functional group of individuals who are tasked with developing a new product or refining an existing one.

Question 13

The result of QFD is also referred to as:

Answer 13

House of Quality

The result of a QFD analysis is called “house of quality” which is a set of matrices that provide direction to the company about which features or attributes should be implemented in the product.

Question 14

Comparison of company’s product with those of competitors is also called:

Answer 14

Competitive evaluation

Planning (Competitive Evaluation): This shows the companys products and those of the competitors. By comparing the products, the team would know how the company rates on each of the customers wants and helps the company in better understanding competition

Question 15

Identifying external organizations or functions within own organization is part of which phase of benchmarking:

Answer 15

Planning

Phase 1 : Planning
Step 1 - Identify what functions, products or outputs are essential practices and should be benchmarked.
Step 2 - Identify external organizations or functions within own organization with superior work practices for comparison.