Question 1

In the context of QFD, what is the role of the House of Quality matrix?

Options :

A : To visually display and analyze customer feedback using word clouds

B : To calculate customer satisfaction scores and identify trends

C : To relate customer needs and requirements to product or service features

D : To predict future purchasing behaviour based on past data

Answer: C

Question 2

A quality auditor records the following times (in minutes) for 8 samples from the process: 5, 7, 9, 10, 10, 12, 14, 15. Calculate the standard deviation.

Options :

A : 3.12

B : 3.37

C : 3.52

D : 3.75

Answer: B

Question 3

Which type of audit is performed by an organization on its suppliers or subcontractors to ensure their products or services meet required standards and specifications?

Options :

A : First Party Audit

B : Internal Audit

C : Third Party Audit

D : Second Party Audit

Answer: D

Question 4

A company wants to create a Pareto chart to show the frequency of different types of customer complaints. Which of the following steps should they take first?

Options :

A : Create a bar chart showing the frequency of each complaint type

B : Calculate the total number of complaints received

C : Group the complaints into categories

D : Rank the complaints in descending order of frequency

Answer: C

Question 5

A service company has a process for responding to customer inquiries. The upper specification limit for response time is 2 hours, the lower specification limit is 1 hour, and the process average is 1.5 hours. The standard deviation for this process is 0.2 hours. What is the Cp value for this process?

Options :

A : 3

B : 0.46

C : 1.66

D : 0.83

Answer: D