Lean Six Sigma Define Step Review

As we consider process improvement efforts, when we identify the goals and objectives of a company and analyze their financial position, we are gathering which of the following?

• Voice of the Business (VOB)

• Voice of the Customer (VOC)

• Voice of the Employee (VOE)

• Voice of the Process (VOP)

As we define process improvement efforts, when we consider the working conditions of staff members, we are gathering which of the following?

• Voice of the Process (VOP)

• Voice of the Customer (VOC)

• Voice of the Business (VOB)

• Voice of the Employee (VOE)

A technology company that sells tax software is evaluating their process for providing technical support. This support needs to be helpful and responsive or customers may stop using the software. To determine what customers need from this process, a belt distributes surveys to 200 customers. In this scenario, what is the belt collecting?

• The Voice of the Customer (VOC)

• The Cost of Poor Quality (COPQ)

• Critical to Quality (CTQ) Characteristics

• The Voice of the Business (VOB)

Which of the following helps to measure whether or not we are meeting customer requirements and expectations? Examples of these measurements include delivery time (in days) or battery life (in hours).

• Voice of the Business (VOB)

• Customer Feedback

• Critical to Quality (CTQ) Characteristics

• Cost of Quality

Which of the following documents evaluates the projected cost and revenue impact of an improvement effort? (Oftentimes, the evaluation is performed by a finance department.)

• Benefits Analysis

• Project Management Plan

• Project Charter

• Business Case

A process owner would like to redesign the layout of his company's cabinet manufacturing plant to improve the flow of materials. His simple business case states the following: "Redesigning the layout of the factory floor would allow 20% more throughput on an ongoing basis." This statement would be a satisfactory business case.

• True

• False

What are the components of the 'triple constraint' of project management?

• Cost, Quality, Time

• Cost, Schedule, Scope

• Quality, Schedule, Scope

• Cost, Time, Quality

The "Barrier Buster" is called what in Lean Six Sigma?

• Coach
• Team Member
• Champion
• Team Leader

This person is considered the team's LSS expert.

• Coach
• Champion
• Team Leader
• Team Member

What are the words you use to start your Project Purpose?

• Reduce or Improve
• Reduce or Implement
• Refresh or Improve
• Refresh or Implement