Lean Six Sigma Green Belt Exam Study Guide

Lean Six Sigma Green Belt Exam Study Guide Key performance indicators (KPIs) measure... - answerCurrent performance relative to a set of values important to the project Outcome metrics measure... - answerWhat a process produces What is a tool commonly used to visualize the complexities of a process? - answerDetailed flowchart The Voice of the Customer (VoC) refers to... - answerAn in-depth method for identifying and quantifying customer values, customer expectations, preferences and aversions. A lens in performance improvement acts as... - answerA filter for viewing and interpreting a process This "Experience" lens tool uses the school-based grading scale to grade customer wants and identify "A" performance - answerCustomer Lens This "Time" lens tool involves conducting timed observations of the process, evaluating steps against the Value Rules, calculating Potential Waste and then working to eliminate Potential Waste from the process. - answerCycle Time T/F - To complete the Spaghetti Diagram, you must start by completing a detailed process flowchart? - answerFalse This metric is used to measure success in a predictive, forward-looking way, based on process/outcome relationship - answerLeading Indicator The concept of "going to the Gemba" refers to... - answerObserving the process IN the location where the process happens. "The real place." In healthcare - where the patient and caregiver meet This "Experience" lens tool involves identifying "pain points" and "frustration points" and applying The 5 Whys analysis to the steps identified - answerFrustration Lens Activity The first step of the Customer Lens Activity (Experience Lens) is to... - answerIdentify the customer (refer to SIPOC(R)) This "Experience" lens tool involves drawing a large table to layout process steps followed by the customer/process operators identifying the level of "brokeness" for each step of the process using tick-and-tally marks - answer"How Broke Is It?" lens tool The first step of the Frustration Lens Activity lens tool is... - answerFlowchart the process (high-level or detailed) The first step of the How Broke Is It? lens tool is to... - answerDraw a table This "Experience" lens tool activity involves collecting customer feedback that will draw out key process or outcome information. Results in both qualitative and quantitative data - answerCustomer Surveys The first step of the Customer Survey lens tool is to... - answerIdentify a forum for collecting customer feedback (in-person, online, mail, etc.) The first step of the Cycle Time lens tool is to... - answerFlowchart the process (detailed) This "Time" lens tool involves identifying the most important limiting factor/ the constraint and then systematically making improvements to the limiting factor until the bottleneck is relieved. - answerTheory of Constraints The first step of the Theory of Constraints lens tool is to... - answerIdentify the constraint This "Time" lens tool is a tool for time-sensitive processes and involves identifying the critical elements in a process and reducing all non-critical components to occur within the Critical Path timeframe. - answerCritical Path Analysis The first step of the Critical Path Analysis lens tool is to... - answerFlowchart the process (detailed) This "Time" lens tool compares the demand rate to the available time and adjusts available time allocations to reduce or eliminate disparities and match demand rate - answerTime Study The first step of a Time Study lens tool is... - answerMeasure and graph available time This "Mechanical" lens tool identifies non-value-added movement of the product (transpo waste) or the workers (motion waste) with the goal of streamlining movement by measurement or clustering - answerSpaghetti Diagram The first step of the Spaghetti Diagram lens tool is to... - answerDraw or obtain a visual representation of the space(s) that the product or worker passes through during the workflow This "Mechanical" lens tool involves identifying categories or groupings relevant to the problem at hand and building "swim lanes" into a process flowchart with the goal of reducing movement back-and-forth between swim lanes - answerCross-functional Flowchart The first step of a Cross-functional Flowchart lens tool is... - answerFlowchart the process (detailed) This "Mechanical" lens tool involves identifying opportunities for communication batching or streamlining based on where communication between parties tends to cluster - answerCommunication Wheel The first step of the Communication Wheel lens tool is to... - answerFlowchart the process (detailed) This "Quality" lens tool involves identifying the specific defect and calculating the acceptable level of defect and working to improve the DPMO - answerDefects Per Million Opportunity (DPMO) The first step of the DPMO lens tool is to... - answerFlowchart the process (detailed) This "Quality" lens tool involves highlighting the impact of "safety nets" and identifying the percent production of units completing a workflow without any requirement for correction, addition or clarification - answer%C%A (Percent Complete and Accurate) The first step of the %C%A lens tool is... - answerFlowchart the process (detailed) This "Cost (explicit)" lens tool involves using the results from another lens tool to determine the total annual waste associated with the cost and defect rate of the process step. - answerMonetized %C%A The first step of the Monetized %C%A lens tool is to... - answerComplete the %C%A lens tool, then assign a cost to each process step This "Cost (implicit)" lens tool involves actively observing a process to evaluate each process step for the presence of one or more DOWNTIME wastes - answerWaste Walk If your problem statement focuses on VARIATION within a process/workflow, which Evaluation Pathway should you choose? - answerDefect/Risk pathways (Six Sigma-oriented tools) because the goal is to reduce or eliminate variation If your problem statement focuses on problems with the OUTCOMES of a process/workflow, which Evaluation Pathway should you choose? - answerWaste/Inefficiency (Lean-Oriented tools) pathway because the goal is to deliver greater value to the customer In a flowchart, what does the oval represent? - answerA termination point (entry/exit) - where the process starts or ends In a flowchart, what does the square/rectangle represent? - answerA process step In a flowchart, what does the diamond represent? - answerA decision point - steps where a process diverges based on the answer to a specific question