Six Sigma Green Belt Certification Practice Exam

The type of need where a customer thinks they desire a product is known as "perceived needs". Who coined the term "perceived needs"?

1. a. Dr. Kaoru Ishikawa

2. b. Dr. W. Edwards Deming

3. c. Dr. Joseph M. Juran

4. d. Dr. Walter A. Shewhart

The correct answer is: c. Dr. Joseph M. Juran

The correct answer is associated with Dr. Joseph M. Juran, who is renowned for his contributions to quality management and the concept of "perceived needs" in relation to understanding customer requirements. Juran emphasized that companies should not only focus on what customers explicitly say they want but also consider what customers actually need or perceive they need. This perspective is fundamental to quality management practices, as it guides organizations in aligning their products and services with customer expectations, ultimately leading to increased satisfaction and loyalty. Other contributors in the options have made significant contributions to the field of quality and management, but their primary focus was not specifically on the concept of perceived needs. For instance, Dr. W. Edwards Deming is known for his work on statistical process control and continuous improvement, while Dr. Kaoru Ishikawa is recognized for the development of quality circles and the Ishikawa diagram for root cause analysis. Dr. Walter A. Shewhart is credited with foundational work in statistical quality control, particularly the control chart. Each has a unique legacy, but it is Juran's perspective on customer needs that directly relates to the term "perceived needs."