QUESTION 23

1. Which of the following is an important aspect of the DMAIC "Define" stage?

		Standard operating procedures (SOPs).
		Project scoping.
		Project selection
		Continuous improvement

QUESTION 24

1. When considering 'quality from the customer perspective', which of the following would be considered a customer?

		Internal customers
		External customers
		End-user consumers
		All of the above

QUESTION 25

1. Which of the following is an important measure of performance in service environments?

		Cost
		Customer satisfaction
		Cycle time
		Accuracy
		All of the above

QUESTION 26

1. Variation will always exist in business processes, but will be predictable assuming 'special cause' variation is absent. True False

QUESTION 27

1. A popular definition of _________ is "meeting or exceeding customer expectations"

		quality
		profit
		value
		competitive advantage

QUESTION 28

1. What is the acronym which correctly describes Six Sigma's standard problem-solving methodology?

		DMAIC
		DMIAC
		DMAIG
		DMACI

QUESTION 29

1. Which of the following was a criticism of the original ISO standards, which has been resolved in newer versions of the program (most notably the :2000 revision)

		The original criteria focused too heavily on product quality, while ignoring service quality
		The original criteria were not rigorous enough, giving companies with suspect quality reputation the opportunity to be certified
		The original criteria focused too heavily on operational consistency, while ignoring product quality
		The original criteria were too bureaucratic and cumbersome, and required streamlining under future versions.

QUESTION 30

1. The acronym CTQ is used frequently in your textbook and among Six Sigma practitioners. WHat does it stand for?

		Critical to quality
		Current total quality
		Criticize the quality
		Customer-to-quality

QUESTION 31

1. Design, production, and delivery processes are typically considered value-creating processes.

		True
		False

QUESTION 32

1. Which DMAIC step considerswhydefects or issues occur?

		Define
		Measure
		Analyze
		Improve
		Control

QUESTION 33

1. Continuous improvement is related to the 'learning cycle' True False

QUESTION 34

1. 'Big Q' refers to product/service quality, while 'little q' refers to Total Quality Management (TQM). True False

QUESTION 35

1. Which of the following parties would be accountable for process perfomance and should be given the authority to control and improve their process?

		Process owners
		Stakeholders
		Six Sigma Green Belts
		Supervisors

QUESTION 36

1. Japanese emergence and success in the _________ and _________ industries motivated a new interest in quality management in America.

		automotive; consumer electronics
		manufacturing; service
		fast food; saki
		manufacturing; service

QUESTION 37

1. The formula Y = f(X) is used in the Measure stage of the DMAIC methodology. What does theXstand for?

		X = A critical input variable.
		X = the 'response' variable.
		X = Target value.
		X = unknown.

QUESTION 38

1. The institution of scientific management techniques in the early 1900s shifted responsibility for quality from the production department to the quality department.

		True
		False

QUESTION 39

1. In which stage of the DMAIC methodology are quality tools such as standard operating procedures (SOPs), checklists, and statistical process control charts (SPCs) commonly used?

		Define
		Measure
		Analyze
		Improve
		Control

QUESTION 40

1. What is the value of the Deming Cylcle?

		It speeds implementation of improvement ideas by eliminating experimentation and collaboration.
		It helps management "sell" improvement concepts to customers.
		It provides an application of scientific method to achieve continuous improvement.
		It adds time to the continuous improvement philosphy, so practitioners can consider the impact of their actions.

QUESTION 41

1. In essence, the role of the Improve phase of DMAIC is to consider the project definition, measurements, and analysis to determine thebest possible concept(s) to improve a product or process. True False

QUESTION 42

1. Which of the following isnota tool or methodology for the Control phase of DMAIC?

		Standard Operating Procedures (SOPs)
		Statistical Process Control (SPC)
		Histograms
		Audit processes

QUESTION 43

1. Kaizen is the Japanese term for Breakthrough Improvement True False

QUESTION 44

1. Which of the following would be considered a key approach to supporth the Improvement phase of DMAIC?

		Kaizen events
		Poka-Yoke
		Process flow analysis
		Creative thinking/brainstorming
		All of the above

QUESTION 45

1. If a process shows common cause variation, the process is said to beout of control. True False

QUESTION 46

1. Which of the following could be considered an element of a Control System?

		A standard or a goal
		A means of measurement
		Comparison of actual to expectations, with feedback for corrective action
		All of the above

QUESTION 47

1. When evaluating data points on control charts, which of the following may be indicitive of special cause variation in a process?

		Points outside the control limits
		A shift away from the center line of process average
		Cyclical activity; pattern repetition
		Upward or downward trends
		All of the above

QUESTION 48

1. Which of the following is a reason for high failure rates of visual inspection?

		Complexity of product or process
		Low occurance of defects
		High inspection rates
		All of the above
		None of the above

QUESTION 49

1. _________________ is an intense and rapid improvement process in which a team or a department throws all its resources into an improvement project over a short period of time

		Breakthrough improvement
		PDSA Cycle
		Value analysis
		Kaizen event/blitz

QUESTION 50

1. What is the value of a pareto analysis?

		It helps practitioners separate defective products from high quality products
		It helps practitioners identify the vital few causes among many trivial causes
		It helps practitioners understand the specific causes and subsequent effects of problems
		It helps practitioners do all of the above.

QUESTION 51

1. Correlation and regression analysis are techniques that are associated with ____________________

		Conditional probability
		Descriptive statistics
		Normal distribution
		Predictive statistics

QUESTION 52

1. Which of the following is NOT a typical stage of a six sigma project?

		Project assurance
		Project initiation and planning
		Project control
		Project closure
		Project reintroduction

QUESTION 53

1. Which term below is a project mission statement which defines the project, its objectives and deliverables?

		Project charter
		Project management
		Project review
		Project scope
		Cost of Quality (COQ)