Question 1

Lean Six Sigma project ideas generally come from:

Accepted Answer

Customer satisfaction feedback, health and safety/regulatory and income statements.

Answer

A Criteria Selection Matrix, Project Prioritization Grid and a CT Tree.

Answer

All are correct.

Answer

A senior management initiative, the guy that disappears when it starts and the SIPOC approach.

Question 2

Who is the “Customer”?

Accepted Answer

All answers are correct.

Answer

Anyone whose success or satisfaction or product depends on the performance.

Answer

End users or recipients of a service, process.

Answer

None of these are correct.

Question 3

SIPOC is an acronym for:

Accepted Answer

Supplier, Input, Process, Output and Customer.

Answer

Services, Input, Product, Omissions and Customer.

Answer

Supplier, Input, Product, Output and Client.

Answer

Schulich’s, Inflated, Parking (costs), Outrage, Customers.

Question 4

These are *Reactive Sources* for collecting VOC (Voice Of the Customer):

Accepted Answer

Answers 1 and 2.

Answer

(3)	Customer complaints, technical support calls, product returns, repair service hits, customer service calls.

Answer

(1)	Interviews with potential customers, focus groups, surveys, market research and benchmarking.

Answer

(2)	Sales figures, warranty claims, website hits, surveys.

Question 5

From The Kano Analysis we know that the focus/goal is to:

Accepted Answer

Getting Dissatisfiers and Satisfiers under control first; then drive the market through Delighters.

Answer

To make Dissatisfiers remember the good old days of VHS tapes and car windows that rolled up by hand.

Answer

Analyse Dissatisfiers, Satisfiers and Delighters, the plot them on a CT Tree for prioritization and Selection Phases.

Answer

Isn’t Kano a character from the Mortal Kombat video game? His finishing move rips the heart from the competition!

Question 6

When constructing a SIPOC one should:

Accepted Answer

All answers are correct.

Answer

Define the start and the end of the process (boundaries and scope).

Answer

List the Key Customers of the process.

Answer

Identify the Suppliers for each of the inputs.

Question 7

These are the two approaches for Lean Six Sigma Deployment:

Accepted Answer

Answers 1 and 3.

Answer

(3) From bottom up offering front line feedback and specific local needs.

Answer

(2) Side to side pitting departments at war with each other.

Answer

(1) Top down getting vision, prioritization and access to resources.

Question 8

The Cost of Poor Quality (COPQ) can cause the following results:

Accepted Answer

All answers are correct.

Answer

Damage to reputation and good will.

Answer

Erosion of share value & shareholder trust.

Answer

Loss of sales and customers.

Question 9

What is Critical To (CT) used for?

Accepted Answer

Is the measurable element of a product or service that defines customer satisfaction.

Answer

Is the measurable element of a product or service that defines product/service quality.

Answer

Is the measurable element of a product or service that defines customer need.

Answer

Is the measurable element of a product or service that defines VOC.

Question 10

CTS metrics must have which of the following elements?

Accepted Answer

Data/Measurements, Scale, Characteristic and Target

Answer

Cost, Quality and Time

Answer

Delivery

Answer

All answers are correct.

Question 11

Using the CTS tree, we can:

Accepted Answer

Convert Needs to CTQs.

Answer

Understand what drives customers.

Answer

It’s just a fancy six sigma acronym to sound smart.

Answer

Diagnose Carpal Tunnel Syndrome.

Question 12

In the equation Y=f(x), Y is:

Accepted Answer

CTQ (Critical to Quality)

Answer

Customer drivers

Answer

Customer needs

Answer

Customer satisfaction

Question 13

Problem statement should contain:

Accepted Answer

Gap and its Impact.

Answer

Gap and the solution.

Answer

Financial gain once the issue is resolved.

Answer

Personal motive.

Question 14

What is a SMART goal?

Accepted Answer

Which is Specific Measurable Achievable Relevant and Timely.

Answer

Which is set by the management team.

Answer

Which is easy to achieve.

Answer

Which Saves Money And Reduces Trash.

Question 15

A SMART goal should:

Accepted Answer

Provide clear direction on expectations.

Answer

Soft and vague.

Answer

Aggressively cover maximum issues.

Answer

Be made of minimum 4 CTQs.

Question 16

A Project charter provides:

Accepted Answer

All answers are correct.

Answer

Project Constraints.

Answer

Project scope and stake holder assessment.

Answer

Identification of the projects with a project owner with a timeline.

Question 17

To date, which Module review has been both fun, and ridiculously engaging?

Accepted Answer

Woot! Woot! It must be the Dream team for Module 3!

Answer

Jeopardy was pretty good for Module 1, but without Alec Trebek, hmmm?

Answer

Module 2 was full of “changes” and wowed. With sports and strategy created intense competition.

Answer

Ummmmm, just pick Module 3 to make us feel good.

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