Six Sigma Black Belt Certified Practice Exam

According to Juran, anyone is a customer of a product or service if that person?

1. Purchases it

2. Uses it

3. Is affected by it

4. Produces it

The correct answer is: Is affected by it

The concept that anyone is a customer of a product or service if they are affected by it is central to Juran’s philosophy on quality management. Juran emphasizes the broad nature of who can be considered a customer, extending beyond the traditional definitions that are often limited to those who purchase or use a product. This perspective recognizes that various stakeholders—such as end users, staff involved in the production process, and even those indirectly impacted by the product or service—can be considered customers. Their experiences and expectations can influence the overall quality and perception of the product or service in the marketplace. Therefore, understanding that being affected by a product or service includes a wider range of individuals can help organizations adopt a more holistic approach to quality improvement, ensuring a better fit for all stakeholder needs. The alternative options suggest narrower definitions of a customer. While purchasing, using, or producing a product are important aspects, they do not encompass the full scope of relationships and impacts that a product or service can have on different individuals and groups, making the broader definition more aligned with Juran’s teachings.