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OPRE 4310 - LEAN SIX SIGMA - FINAL EXAM Questions with Correct Answers
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OPRE 4310 - LEAN SIX SIGMA - FINAL EXAM Questions with Correct Answers
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OPRE 4310 - LEAN SIX SIGMA - FINAL EXAMQuestions with Correct Answers
What is the approach to Six Sigma? Correct Answer-Define
Measure
Analyze
Improve
Control
Why should we listen to our customers? Correct Answer-Critical to:
* Strategy formulation
* Strategy execution
* Functional strategies
* Customer retention & profitability
Define Deliverables Correct Answer-* Deliverable 1 - Project Definition
& Scope
* Deliverable 2 - Process Map
* Deliverable 3 - Team Members & Roles
* Deliverable 4 - Project Charter
Project Definition Correct Answer-A project is temporary in that it has a
defined beginning and end in time, and therefore defined scope and
resources.
,And a project is unique in that it is not a routine operation, but a specific
set of operations designed to accomplish a singular goal.
Process Map Correct Answer-A "process map" visually describes the
flow of activities of a process. A process flow can be defined as the
sequence and interactions of related process steps, activities or tasks that
make up an individual process, from beginning to end. ... Standard
symbols are used within a process map to describe key process elements.
Project Charter Correct Answer-Project Charter refers to a statement of
objectives in a project. This statement also sets out detailed project
goals, roles and responsibilities, identifies the main stakeholders, and the
level of authority of a project manager.
Who are our Customers? Correct Answer-Defining your customer
means identifying anyone who receives a product or service (output)
from our work activities (processes)
A broader definition includes stakeholders (e.g. community) impacted
by product/process
External customers' "voices" are the most important. They are the ones
who benefit from your product or service and pay real money of sit
Internal process & customer are a means to external customer end
,How do we begin the project? Correct Answer-We begin by identifying
who our customers are
Collect input from the customer
This is called VOC (Voice of the Customer)
VOC Correct Answer-Voice of the Customer
* When gathering VOC, translate vague & sometimes emotional
statements into specific & measurable CTQs
What are CTQs? Correct Answer-CTQ - Critical to Quality
CTQ is a product feature or process step that must be controlled to
guarantee that you deliver what the customer wants
How are CTQs derived? Correct Answer-From customer specifications
or from engineering requirements
They represent the product or service characteristics defined by the
customer
Need to be interpreted from a qualitative statement to an actionable,
quantitative business specification
How to determine Customer requirements? Correct Answer-Determine
relevant issues - timeliness, cost, scope, quality risk, customer
satisfaction
Survey the customer:
, - How important are the issues to the customers?
* Must-have vs. nice-to-have
- How is our performance relative to target?
* Is there high reliability?
- Does the customer have a choice?
* What is our competitive profile?
Probe specific requirement
- What are the customers' specific expectations?
* Is it a 2-day or 2-week turnaround
Is there a need to update customers' needs? Correct Answer-Yes, they
are NOT static
What is a Kano Diagram? Correct Answer-The Kano model is useful in
gaining a thorough understanding of a customer's needs
What are Delighters? Correct Answer-Features that customers DO NOT
expect. The presence of such unexpected features leads to high
perceptions of quality
What are Satisfiers? Correct Answer-Needs are STATED by the
customers. Fulfilling these needs creates satisfaction.
What are Dis-satisfiers? Correct Answer-These needs are EXPECTED
in a product (tangible, service, information); generally not states by the
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