Six Sigma Black Belt Session 3 Questions and Answers Graded A+
Which of the following is a Supporting Service Requirement (vs. Primary Output Requirement)?
A) Order-entry is efficient and customer-friendly.
B) Delivery is provided quickly and with no issues.
C) Product or service provided performs as specified.
D) Quality concerns from customers are handled in a professional manner. - Answers A) Order-entry is
efficient and customer-friendly.
Which of the following statements accurately reflects the Kano Model?
A) Over time, Basic Quality characteristics tend to become Performance Quality characteristics.
B) Basic Quality characteristics have a greater capacity to create satisfaction than Performance Quality
characteristics.
C) Basic Quality characteristics have a greater capacity to create satisfaction than Excitement Quality
characteristics.
D) Over time, Excitement Quality characteristics tend to become Basic Quality requirements. - Answers
D) Over time, Excitement Quality characteristics tend to become Basic Quality requirements.
A company conducted a survey to study customer preferences regarding several attributes of its service
offering, including Speed and Capacity. The margin of error for the difference of the two ratings was
6.0%. Which of the following results indicates a true difference?
A) Speed = 32%, Capacity = 30%.
B) Speed = 38%, Capacity = 34%.
C) Speed = 31%, Capacity = 31%.
D) Speed = 30%, Capacity = 20%. - Answers D) Speed = 30%, Capacity = 20%.
A book publisher is interested in learning more about reading habits, and is planning a survey drawn
from a list of households who use libraries frequently to check out books. Which of the following
statements best describes the sample?
A) The sample will include all people who read a lot.
B) The sample will include only one segment of frequent readers.
C) The sample will include the households which read the most.
Which of the following is a Supporting Service Requirement (vs. Primary Output Requirement)?
A) Order-entry is efficient and customer-friendly.
B) Delivery is provided quickly and with no issues.
C) Product or service provided performs as specified.
D) Quality concerns from customers are handled in a professional manner. - Answers A) Order-entry is
efficient and customer-friendly.
Which of the following statements accurately reflects the Kano Model?
A) Over time, Basic Quality characteristics tend to become Performance Quality characteristics.
B) Basic Quality characteristics have a greater capacity to create satisfaction than Performance Quality
characteristics.
C) Basic Quality characteristics have a greater capacity to create satisfaction than Excitement Quality
characteristics.
D) Over time, Excitement Quality characteristics tend to become Basic Quality requirements. - Answers
D) Over time, Excitement Quality characteristics tend to become Basic Quality requirements.
A company conducted a survey to study customer preferences regarding several attributes of its service
offering, including Speed and Capacity. The margin of error for the difference of the two ratings was
6.0%. Which of the following results indicates a true difference?
A) Speed = 32%, Capacity = 30%.
B) Speed = 38%, Capacity = 34%.
C) Speed = 31%, Capacity = 31%.
D) Speed = 30%, Capacity = 20%. - Answers D) Speed = 30%, Capacity = 20%.
A book publisher is interested in learning more about reading habits, and is planning a survey drawn
from a list of households who use libraries frequently to check out books. Which of the following
statements best describes the sample?
A) The sample will include all people who read a lot.
B) The sample will include only one segment of frequent readers.
C) The sample will include the households which read the most.
