21) A tool used to distinguish between five types of product requirements that influence customer satisfaction best defines A) TMAP. B) QFD. C) Kano model. D) Pareto chart. 22) Each of the following is a product classification requirement used by the Kano Model except A) forward requirements. B) reverse requirements. C) indifferent requirements. D) attractive requirements. 23) Kano product requirements include A) must-be requirements. B) one-dimensional requirements. C) attractive requirements. D) all of the above. 24) Which of the following Kano Model requirements suggests that the customer will be extremely dissatisfied if the basic project requirements are not fulfilled? A) must-be requirements B) one-dimensional requirements C) attractive requirements D) indifferent requirements 25) Which of the following Kano Model requirements suggests that customer satisfaction is proportional to the level of fulfillment? A) must-be requirements B) one-dimensional requirements C) attractive requirements D) indifferent requirements 26) Which of the following Kano Model requirements has the greatest influence on customer satisfaction? A) must-be requirements B) one-dimensional requirements C) attractive requirements D) indifferent requirements 27) Which of the following Kano Model requirements results in neither satisfaction nor dissatisfaction regardless of whether they are fulfilled? A) must-be requirements B) one-dimensional requirements C) attractive requirements D) indifferent requirements 28) Which of the following Kano Model requirements results in dissatisfaction when fulfilled and satisfaction when not fulfilled? A) must-be requirements B) one-dimensional requirements C) reverse requirements D) indifferent requirements 29) Each of the following is a Kano Model procedure except A) interpret and evaluate results. B) construct the Kano questionnaire and interview customers. C) identify project requirements and customer expectations as though you are walking in the customer’s shoes. D) close down the project. 30) Recommendations for preparing an affinity diagram include A) gather the team in a conference room. B) make sure that there is either a whiteboard or writing board or flip chart. C) involving all members of the team will create more input, and more input is better. D) all of the above.