©SIRJOEL EXAM SOLUTIONS
10/7/2024 11:03AM
Certified Quality Improvement Associate
Exam Questions With 100% Correct
Answers
Noriaki Kano's Model Three Levels of Quality - answer✔Expected
Desired
Excited
Expected Quality - 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 - answer✔A basic hotel room that is clean, and is appropriately
supplied with bathroom essentials and working appliances
Desired Quality - 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 - answer✔A basic hotel room that also includes a refrigerator, extra
soft towels, and a fruit basket.
Excited Quality - 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 - answer✔A free upgrade to a room with additional space, an ocean
or city view, and free concierge service.
Key Element for Quality Definition - 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.
, ©SIRJOEL EXAM SOLUTIONS
10/7/2024 11:03AM
Phillip Crosby's Quality Definition - 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 - 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 - answer✔Fitness for use
Joseph Juran's four criteria in support of his definition for quality - 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 - 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 - 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 - answer✔expresses the ability of an instrument or a machine to produce the same
results repeatedly
Example of Reliability - answer✔a scale is only beneficial if it provides the same reliable [or
accurate] measurements each time it is used.
10/7/2024 11:03AM
Certified Quality Improvement Associate
Exam Questions With 100% Correct
Answers
Noriaki Kano's Model Three Levels of Quality - answer✔Expected
Desired
Excited
Expected Quality - 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 - answer✔A basic hotel room that is clean, and is appropriately
supplied with bathroom essentials and working appliances
Desired Quality - 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 - answer✔A basic hotel room that also includes a refrigerator, extra
soft towels, and a fruit basket.
Excited Quality - 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 - answer✔A free upgrade to a room with additional space, an ocean
or city view, and free concierge service.
Key Element for Quality Definition - 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.
, ©SIRJOEL EXAM SOLUTIONS
10/7/2024 11:03AM
Phillip Crosby's Quality Definition - 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 - 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 - answer✔Fitness for use
Joseph Juran's four criteria in support of his definition for quality - 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 - 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 - 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 - answer✔expresses the ability of an instrument or a machine to produce the same
results repeatedly
Example of Reliability - answer✔a scale is only beneficial if it provides the same reliable [or
accurate] measurements each time it is used.
