Certified Quality Improvement Associate
UPDATED Actual Exam Questions and
CORRECT Answers
Noriaki Kano's Model Three Levels of Quality - CORRECT ANSWER- ✔✔Expected
Desired
Excited
Expected Quality - CORRECT ANSWER- ✔✔Also known as "dissatisfiers," this level
describes what customers say they want. This level is expected and does not increase
satisfaction if present.
Example of Expected Quality - CORRECT ANSWER- ✔✔A basic hotel room that is clean,
and is appropriately supplied with bathroom essentials and working appliances
Desired Quality - CORRECT ANSWER- ✔✔Also known as satisfiers, this level of quality
may not be expected, but would be nice to have. This level can add to the customer's
satisfaction.
Example of Desired Quality - CORRECT ANSWER- ✔✔A basic hotel room that also
includes a refrigerator, extra soft towels, and a fruit basket.
Excited Quality - CORRECT ANSWER- ✔✔Also known as delighters/exciters, this level of
quality is beyond what is expected or desired. If present, this level dramatically increases
satisfaction, but you will not lose the customer if it is not present.
Example of Excited Quality - CORRECT ANSWER- ✔✔A free upgrade to a room with
additional space, an ocean or city view, and free concierge service.
Key Element for Quality Definition - CORRECT ANSWER- ✔✔Meeting customers'
expectations is a key element for any definition of quality. How well the customer is satisfied
depends on what is expected versus what is delivered.
, Phillip Crosby's Quality Definition - CORRECT ANSWER- ✔✔Conformance to
requirements. Crosby's definition is part of his approach to "do it right the first time" and is
one element in his four major principles. (Zero Defects)
W. Edwards Deming's Quality Definition - CORRECT ANSWER- ✔✔Meeting customers
needs and wants.
However, the needs and wants of customers change over time and defining quality this way
requires a constant need for reevaluation. Constant reevaluation and continuous improvement
are at the core of Deming's definition.
Joseph Juran's Quality Definition - CORRECT ANSWER- ✔✔Fitness for use
Joseph Juran's four criteria in support of his definition for quality - CORRECT ANSWER-
✔✔1.) Customer's perception of a product's design
2.) Degree to which a product conforms to design
3.) Product availability, reliability, and maintainability
4.) Available customer service
Quality meaning when used in a technical way - CORRECT ANSWER- ✔✔1.) The
characteristic of a product or service that influence its ability to satisfy stated or implied
needs.
2.) A product or service free of deficiencies.
Three dimensions of quality used in an organizational strategy - CORRECT ANSWER-
✔✔Reliability
Maintainability
Availability
Taken together, reliability, maintainability, and availability can describe the quality of a
product, service, or item used as part of a production line.
Reliability - CORRECT ANSWER- ✔✔expresses the ability of an instrument or a machine to
produce the same results repeatedly
UPDATED Actual Exam Questions and
CORRECT Answers
Noriaki Kano's Model Three Levels of Quality - CORRECT ANSWER- ✔✔Expected
Desired
Excited
Expected Quality - CORRECT ANSWER- ✔✔Also known as "dissatisfiers," this level
describes what customers say they want. This level is expected and does not increase
satisfaction if present.
Example of Expected Quality - CORRECT ANSWER- ✔✔A basic hotel room that is clean,
and is appropriately supplied with bathroom essentials and working appliances
Desired Quality - CORRECT ANSWER- ✔✔Also known as satisfiers, this level of quality
may not be expected, but would be nice to have. This level can add to the customer's
satisfaction.
Example of Desired Quality - CORRECT ANSWER- ✔✔A basic hotel room that also
includes a refrigerator, extra soft towels, and a fruit basket.
Excited Quality - CORRECT ANSWER- ✔✔Also known as delighters/exciters, this level of
quality is beyond what is expected or desired. If present, this level dramatically increases
satisfaction, but you will not lose the customer if it is not present.
Example of Excited Quality - CORRECT ANSWER- ✔✔A free upgrade to a room with
additional space, an ocean or city view, and free concierge service.
Key Element for Quality Definition - CORRECT ANSWER- ✔✔Meeting customers'
expectations is a key element for any definition of quality. How well the customer is satisfied
depends on what is expected versus what is delivered.
, Phillip Crosby's Quality Definition - CORRECT ANSWER- ✔✔Conformance to
requirements. Crosby's definition is part of his approach to "do it right the first time" and is
one element in his four major principles. (Zero Defects)
W. Edwards Deming's Quality Definition - CORRECT ANSWER- ✔✔Meeting customers
needs and wants.
However, the needs and wants of customers change over time and defining quality this way
requires a constant need for reevaluation. Constant reevaluation and continuous improvement
are at the core of Deming's definition.
Joseph Juran's Quality Definition - CORRECT ANSWER- ✔✔Fitness for use
Joseph Juran's four criteria in support of his definition for quality - CORRECT ANSWER-
✔✔1.) Customer's perception of a product's design
2.) Degree to which a product conforms to design
3.) Product availability, reliability, and maintainability
4.) Available customer service
Quality meaning when used in a technical way - CORRECT ANSWER- ✔✔1.) The
characteristic of a product or service that influence its ability to satisfy stated or implied
needs.
2.) A product or service free of deficiencies.
Three dimensions of quality used in an organizational strategy - CORRECT ANSWER-
✔✔Reliability
Maintainability
Availability
Taken together, reliability, maintainability, and availability can describe the quality of a
product, service, or item used as part of a production line.
Reliability - CORRECT ANSWER- ✔✔expresses the ability of an instrument or a machine to
produce the same results repeatedly
