SIX SIGMA-DEFINE
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1. What is the CTQ structure called?
A. A CTQ flow diagram B. A CTQ tree diagram C. A CTQ Gantt chart D. A CTQ work breakdown
Correct Answer: B
Justification: The diagram is typical of a CTQ tree diagram.
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2. Which of the following is the LEAST likely element to be contained in a project charter? A. Identification of the team members B. The role of the team members C. The quality and type of resources provided D. The project scope
Correct Answer: A
Justification: Note that a negative response is requested. Usually, a team charter precedes the selection of team members.
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3. The SIPOC process map stands for suppliers, inputs, process, outputs, and customers. It provides a view of the process that contains approximately how many steps? A. 21-40 steps B. 16-20 steps C. 8-15 steps D. 4-7 steps
Correct Answer: D
Justification: As a high level view, the process details should only contain 4-7 steps.
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4. Which of the following items is the LEAST likely candidate to assist the problem definition stage of Six Sigma? A. SIPOC diagrams B. Pareto Analysis C. Product yield data D. Pre-control technique
Correct Answer: D
Justification: Note that a negative response is requested. Items like SIPOC, Pareto, yield data, customer feedback, etc. are useful for project definition. Pre-control is a control device that occurs much later in the DMAIC cycle.
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5. In the Six Sigma define step, the critical to quality tree is used by the project team. The various levels of the tree are determined EXCEPT for: A. The exact metrics for the customer B. The needs of the customer C. The basic drivers for the customer D. The potential third level CTQ metrics
Correct Answer: A
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Justification: Note that a negative answer is requested. The exact metrics are not determined for the CTQs during the define step. Needs, drivers and CTQs are appropriate levels.
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6. Affinity diagrams are useful tools to help analyze and solve what type(s) of problems: I. Unfamiliar problems II. Structured problems III. Mathematical models A. I only B. II only C. II and III only D. I, II and III
Correct Answer: A
Justification: The affinity diagram is used for unfamiliar, new, or complex problems by discovering or organizing patterns of thought. Structural and mathematical problems are not included.
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7. There are five fabricating operations that can be performed in any sequence. Four of the operations yield 98% recovery and one yields 80% recovery. What is the preferred production sequence, assuming that the 80% operation cannot be immediately improved? A. Place the 80% operation first B. Place the 80% operation in the middle C. Place the 80% operation last D. It doesn’t matter; the RTY is the same
Correct Answer: A
Justification: There is some subjectivity to this question. Upon initial examination, it would appear that answer D should be selected since it is true that the RTY would be the same for equal batches of product.
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However, the question writer suggests that answer A is the correct choice for two reasons:
1. With the defectives from the 80% operation removed, less work is required in the remaining operations and 2. Additional product can be restarted (or preplanned) to make the desired customer order size.
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8. A problem statement identifies: A. The boundaries of the project B. The composition of the improvement team C. The issue that the project team wants to improve D. The strategic reasons for the project
Correct Answer: C
Justification: Answer A is the project scope. Answer B defines the team membership. Answer D is the project business case.
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9. A team has undertaken a project to reduce scrap for a particular defect from 6% to 2%. However, recent data indicates that the scrap rate is really closer to 7.5%. What action steps should the team now take? I. Accumulate sufficient information to confirm the 7.5% rate II. Abandon the project because the reduction to 2% is now unlikely III. Modify the project statement with the best available information IV. Advise the project sponsor of any proposed problem statement changes A. II and IV only B. I and IV only C. I, III and IV only D. III and IV only
Correct Answer: C
Justification: It would appear that more data is required (I). Item II is a weak choice at this point. Item III may be required based on the outcome of item I. Item IV is a necessity.
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10. How many of the following items should be known at the end of the define phase? I. The key process(es) involved in the project II. The importance of the project III. The goals of the project IV. The scope of the project A. I, II and III only B. I, III and IV only C. II, III and IV only D. I, II, III and IV
Correct Answer: D
Justification: At the end of the define phase all of the item choices (plus several other facts) should be known.
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11. A new customer satisfaction tool known as the Kano Model is used for analyzing customer requirements. Which of the following are NOT considered a Kano Model category? A. Moments of truth B. Dissatisfiers C. Delighters D. Satisfiers
Correct Answer: A
Justification: Note that a negative answer is requested. Moments of truth are major parts of customer contact relationships but this item is not a category in the Kano Model. The other answer choices are included.
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12. The boundaries of a project are contained in the: A. Problem statement B. Project scope C. Goal statement
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D. Resources required
Correct Answer: B
Justification: This is a basic definition question. The project scope defines the boundaries of the project.
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13. The composition of a team for a very critical Six Sigma project should include: I. Highly qualified personnel II. Very interested personnel III. Highly trained personnel IV. Immediately available personnel A. I and III only B. II and III only C. I, II, and III only D. I, II, III and IV
Correct Answer: A
Justification: The key question phrase is “very critical”. Assume that you’re going in for brain surgery. The fact that someone is interested and available would be of little interest to you.
The patient in this case, as well as upper management, should be interested in having highly qualified and trained personnel.
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14. The process map known as SIPOC provides team members an understanding of the process. It is a view of the process taken at: A. Floor level B. A very high level C. The customer’s perspective D. A very detailed level
Correct Answer: B
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Justification: The SIPOC process map provides a high level view with only 4-7 steps displayed. A detailed map could involve 50 to 60 steps and be too complicated for easy understanding.
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15. The basic dimensions of quality as outlined by a number of quality authorities would include: I. Durability II. Aesthetics III. Value-added A. I only B. I and II only C. II and III only D. I, II, and III
Correct Answer: B
Justification: Garvin and Besterfield list performance, features, conformance, reliability, durability, service, response, aesthetics, and reputation as the 9 dimensions of quality.
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16. A project team is formed to solve a distribution problem; the team members are in position; the stakeholders are identified; the customer of the project must be determined. The customer of the project is NOT likely to be which of the following? A. Stockholder B. End user C. Process owner D. External customer
Correct Answer: A
Justification: Note that a negative answer response is requested. Answer choices B, C and D are possible customers of the project in some way. The stockholder is interested in the outcome, but is somewhat removed from the action.
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17. Identify those measurements from the list below that do NOT directly reflect a dimension of product quality? I. Price II. Delivery speed III. Reliability of delivery IV. Technical support A. I only B. II and III only C. II and IV only D. I, II, III and IV
Correct Answer: D
Justification: Note that a negative response is requested. Although all of the indicated elements are important to customers, they are all independent of product quality, according to a number of quality authors.
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18. In order to assist a team in selecting an improvement project, which of the following tools would be LEAST helpful? A. The SIPOC high level process map B. The DMAIC process C. Pareto analysis of defect levels D. The determination of RTY for major processes
Correct Answer: B
Justification: Note that a negative response is requested. At first glance all of the answer choices appear to be good possibilities. Answer A could point the team to processing improvement projects. Answer C could identify a defect reduction target. Answer D might indicate a processing step needing recovery improvement.
The problem with the answer B is alignment to the question. This choice would be like saying the best way to select a car is to have a car. DMAIC represents the entire improvement methodology.
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19. Identify the techniques which may be used by Six Sigma improvement teams to define an improvement project. I. SIPOC II. DMAIC III. RTY IV. VOC A. I, II and III only B. I, III and IV only C. II, III and IV only D. I, II, III and IV
Correct Answer: B
Justification: All of the answer choices are acronyms, which mean:
SIPOC – The supplier, input, process, output, customer map DMAIC – The common Six Sigma improvement methodology: define, measure, analyze, improve, control RTY – A measure of rolled throughput yield VOC – A measure of the voice of the customer
The odd choice out is DMAIC. The question is asking for define tools, not the entire improvement process.
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20. As it relates to the delivery of a meal, what would the topics of speed, price and good taste represent? I. General needs II. CTQ areas III. Quality areas IV. Specific needs A. I and II only B. II and IV only C. II and III only D. III and IV only
Correct Answer: B
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Justification: The topics of speed, price and good taste indicate that the general or initial requirement has moved into more specific or CTQ elements. Quality drivers are intermediate steps.
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21. What is the main disadvantage of presenting a team with an initial project lasting more than 160 days? A. Excessive costs B. A lowered expectation of success C. Too much time away from regular duties D. The possibility that the team will expand the project boundaries
Correct Answer: B
Justification: Although the completion time of a project may not be fully known at outset of the project, senior management and experienced team leaders would certainly have some “feel” for the degree of difficulty. The biggest risk according to Eckes is a lowered success rate for a variety of reasons; one of which might be answer D.
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22. Ideally, customer feedback should satisfy organization needs such as: I. Identifying customer requirements II. Fulfilling ISO 9000 requirements III. Spotting upcoming trends IV. Having data for analysis A. I only B. I and III only C. II and III only D. I, II, III, and IV
Correct Answer: B
Justification: Fulfilling an ISO 9000 element may be a need but is not a prime reason for customer feedback. Customer feedback should satisfy items I & III. Having data for analysis just to have data for analysis should not be an organized need (item IV is incorrect).
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23. Understanding customer needs is a constant requirement for organizations. Customer data and information is often collected in various amounts. The organization should resolve to: I. Use more proactive approaches II. Focus on improvement plans III. Identify customer satisfaction drivers IV. Sort out the unneeded customer data A. I only B. II and III only C. I, II, and III only D. I, II, III, and IV
Correct Answer: C
Justification: Items I, II and III are some of the steps an organization should take to satisfy customer needs. The organization may not be able to easily identify unneeded customer data.
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24. Step A Step B Step C Step D
A. YA + YB + YC + YD B. (YA )(YB )(YC )(YD) C. YA + YB + YC + YD 4 × 4
D. 1 + 1 + 1 + 1 YA YB YC YD
Correct Answer: B
Justification: Rolled throughput yield is the product of the yields of all processes steps.
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25. In addition to detail of the issue that the team wants to improve, the problem statement should contain:
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A. The critical to quality tree B. A reference to a baseline measurement C. An identification of team composition D. Any other pertinent steps in the define step
Correct Answer: B
Justification: The problem statement should not only contain a baseline metric, it should also contain the anticipated improvement in that metric (whenever possible).
Other items like the business impact and/or current performance gap are often included. Answer B is a better choice than answer D.
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26. In the construction of a Pareto chart for the number of defects in a book binding operation, four categories of defects were recorded, as identified in the following table.
Emulsion 65
Grease 15
Sewing 20
Other 30
The correct conventional listing for the Pareto chart categories from left to right would be. A. Emulsion, other, sewing, and grease B. Grease, sewing, other, and emulsion C. Grease, sewing, emulsion, and other D. Emulsion, sewing, grease, and other
Correct Answer: D
Justification: The chart displays categories in order from the highest to the lowest. However, the “other” category is traditionally placed last.
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27. Using the DMAIC approach to process improvement, approximately what percent of time should be spent by the team in the define and measure stages? A. 15% B. 30% C. 50% D. 65%
Correct Answer: C
Justification: This is a straight knowledge based question. Eckes (2001) suggests that approximately 50% of project time should be spent in the define and measurement stages.
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28. The Pareto chart is a widely used quality tool. The principles of Pareto analysis have been used in many projects. Which of the following statements is an inappropriate application of a Pareto chart? A. A frequency based ranking of categories B. An alphabetic based ranking of categories C. A criticality weighted ranking of categories D. A financially weighted ranking of categories
Correct Answer: B
Justification: Note that a negative response is requested. Pareto charts are commonly used to display category occurrences (answer A). Pareto charts can be constructed to evaluate the criticality or financial impact of each category (answers C and D). An alphabetic ranking of categories makes no sense at all.
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29. Resistance to change resulting from an improvement project can cause failures. The project team might consider development of a plan to handle stakeholders. This plan is most likely to be termed: A. A communications plan B. A resistance plan C. A PERT chart D. A Gantt chart
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Correct Answer: A
Justification: The communications plan will identify the level of resistance of the stakeholders. A plan will then be developed to move or change the stakeholder positions where necessary. The PERT chart and Gantt charts are not applicable answers to this question.
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30. Arrange the following CTQ elements in appropriate time sequence from start to finish. I. Add additional levels as needed II. Identify the customer’s needs III. Identify the customers IV. Validate the requirements with the customer V. Identify the customer’s basic requirements A. III, II, IV, V, I B. II, III, IV, I, V C. II, III, V, IV, I D. III, II, V, I, IV
Correct Answer: D
Justification: According to Eckes (2001) the steps are III, II, V, I and IV.
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