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Lean Six Sigma Final Exam Questions and Answers
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Lean Six Sigma Final Exam
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Lean Six Sigma Final Exam1979 - Motorola - answer Motorola developed the new standard and created the
methodology of Six Sigma.
Six Sigma - answerA strategy to improve process quality by identifying and eliminating
defects and minimizing variation.
Goal of Six Sigma - answerTo attain less than 3.4 Defects Per Million Opportunities
(DPMO).
-Increase quality
-Improve processes
-Improve efficiency
Sigma - answerA statistical term to designate the standard deviation (or spread) of the
mean of a process.
-A metric indicating how well the process is performing in a business or manufacturing
system.
Six Sigma vs. Traditional Approach - answerTraditional Approach
1. Define - Identify a Practical Problem
2. Improve - Come up with a Practical Solution
Six Sigma Approach
1. Define - Identify a Practical problem
2. Measure - Convert it into a Statistical Problem
3. Analyze - Come up with a Statistical solution
4. Improve - Convert it into a Practical Solution
5. Control - Maintain the problem
What's so special about six sigma approach compared to traditional approach? -
answerSix Sigma approach involves a statistical problem and a statistical solution.
Y=f(x) - answerY -> Goal (CTQ)
X -> Root Cause of Problem(s)
-To get results, control X to control Y
DMAIC - answerA methodology for improving the existing processes.
,-Improvement initiative
Define Phase - answerDefines the project goals and customer deliverables.
-It sets the direction and expectation of the six sigma project.
Key Steps in the Define Phase - answer1. Identify customers and project CTQ by
listening to the VOC.
2. Develop a high level process map (SIPOC)
3. Develop a business case and team charter.
Voice of the Customer (VOC) - answerUsed to describe customers' needs and their
perceptions of a product or service.
Purpose of VOC - answerTo identify the key business drivers of customer satisfaction.
-It is only through understanding the customer that you can effectively design, deliver,
and improve products and services.
VOC Steps - answer1. Identify customers and identify what you need to know.
2. Collect and analyze reactive system data then fill gaps with proactive approaches.
3. Analyze data and generate a key list of customer needs in their language.
4. Translate the customer language into CTQs.
5. Set specifications for CTQs.
VOC Process - answer1. SIPOC Map
2. VOC Plan
3. Affinity Diagram
4. Kano Model
5. CTQ Tree Diagram
Types of Information for VOC - answer1. Reactive Systems - Information comes to you
-Ex: Complaints, technical support calls, warranty claims
2. Proactive Systems - Seek out customers' needs
-Ex: Interviews, surveys, benchmarking
Affinity Diagram - answerA tool that organizes language into related groups.
Kano Model - answerA theory of production development and customer satisfaction.
-Shows the relationship between customer satisfaction and the degree of achievement.
Translating VOC into CTQs - answer1. Customers' Needs
2. Key Drivers in Meeting Customers' Needs
, 3. CTQs of Drivers
Process - answerA set of linked or related activities that take inputs and transform them
into outputs with the purpose of producing a product, information, or service for external
and internal customers.
-Inputs -> Transformation (Process) -> Outputs
SIPOC - answerDefines the project function and focuses the team on where to collect
data.
-Defines the boundaries of the improvement project.
-Supplier
-Inputs
-Process
-Output
-Customer
Team Charter - answerAn agreement between management and the team about what
is expected.
Major Elements of a Team Charter - answer1. Business Case (Why)
-VOC
-Financial Impacts
2. Problem and Goal Statements (What)
-Project Description
-Goals and Measures
-Expected Business Results
-Expected Customer Results
3. Project Scope (Where)
-Scope
-Support Required
-SIPOC
4. Milestones (When)
-Key Deliverables
-Schedule
5. Roles (Who)
-Team members and responsibilities
Purpose of the Measure Phase - answerTo establish current baselines of the product or
process as the basis for improvement.
Key Steps in the Measurement Phase - answer1. Create Process Flowchart
2. Define Performance Standards (Defined by Customers)
3. Data Collection
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