Lean 6 Sigma

P-TRNG-02: As a driver, it is good to know what?

Your delivery area

(D-COP-09) The items below are all examples of hard savings except: Hidden Factory Costs Reduction Lowered Inventory Carrying Costs Cycle Time Improvements lowing overtime hours paid Regaining Lost Sales

Regaining Lost Sales

"A _________ and systematic series of __________ or activities where ___________ are modified to achieve a value-added________ ." All Answer Choices actionable inputs output repetitive steps Symbiotic

"A _repetitive_ and systematic series of _steps_ or activities where inputs are modified to achieve a value-added output."

(D-PRO-01) Fill in the blanks. According to our textbook a process is: A repetitive and _______ series of steps or_______ where________ are modified to achieve a value-added ______. " All Answer Choices activities inputs output regular sequences Systematic

"A repetitive and _systematic_ series of steps or _activities_ where _inputs_ are modified to achieve a value-added _output_."

(D-PC-13) Read the following sample Business Case and use it to answer the questions below. Last fiscal year, Capital Cable's service department performance for resolving Internet outages required 1.25 labor hours per service call. This exceeded their Strategic Plan's target of 0.75 labor hours per service call and cost Capital Cable $1.5 million in additional labor expenses over the budgeted $4.7 million. What is the gap's Cost Impact? $1.5 million $1 million $4.7 million $6.2 million

$1.5 million

(D-PC-18) Read the following sample Business Case and use it to answer the questions below. Last fiscal year, Capital Motors' service department performance for resolving warranty claims required 2.5 labor hours per warranty claim. This exceeded their Strategic Plan's target of 1.5 labor hours per warranty claim and cost Capital Motors $1.5 million in additional labor expenses over the budgeted $4.7 million. What is the gap's Cost Impact? $4.7 million $1 million $1.5 million $6.2 million

$1.5 million

P-TRNG-03: What two things are the most important when taking pizza orders over the phone (check all that apply)?

- Address - Order

(D-PRO-08) A key Define Phase deliverable is a high-level Process Map. At a minimum, which of the following features should your high-level Process Map include? All decision points. Controllable vs. noise inputs. Value-Added and Value-Enabling activities. Customer-critical Micro Processes. * e. Start and stop points.

- All decision points. - Value-Added and Value-Enabling activities.

(D-CTQ-05) Critical to Quality (CTQ's) are measures we use to capture VOC properly. Which of the following characteristics would be most useful to a law firm seeking to understand their customers' service requirements? Check all that apply. Competence Communication None of these Aesthetics Serviceability Credibility

- Competence - Communication - Credibility

(D-COP-02) You are working for an airline and want to investigate quality. Which of the following measures would be most useful in capturing the airline's External COPQ? Check all that apply. Cost of customer meal vouchers due to flight delays. Gate agent time enforcing carry-on bag size limits. Time to clear TSA security. None of these. Inspecting and signing-off pre-departure aircraft repairs. Reimbursements for lost baggage.

- Cost of customer meal vouchers due to flight delays. - Reimbursements for lost baggage.

(D-COP-04) You are working for an appliance manufacturer and want to investigate quality. Which of the following measures would be most useful in capturing the manufacturer's Prevention COPQ? Check all that apply. Time spent inspecting incoming components from suppliers. None of these Cost of running supplier certification programs. Warranty costs to repair field failures. Cost to enhance product designs based on VOC research. In-process inspection time along the assembly line.

- Cost of running supplier certification programs. - Cost to enhance product designs based on VOC research.

(D-6SM-13) In any process improvement endeavor, the ultimate objective is to make the process better, faster, and cheaper. Which six sigma metrics are related to "better?" (Check all that apply) DPMO RTY DPU COPQ Cycle Time

- DPMO - RTY - DPU

(D-CTQ-01) Critical to Quality (CTQ's) have these attributes: (Check all that apply.) None of these. Defined by the customer. Service level can be specified. Often nebulous. Defined by the business process. Must be measurable.

- Defined by the customer. - Service level can be specified. - Must be measurable.

P-TAST-02: What type of environment is it working at Domino's (check all that apply)?

- Exciting - Fast-paced

(D-PRO-11) A SIPOC Diagram is particularly useful in which of the following Process Flow Map applications? Select from the possible applications listed below. (Check all that apply.) Clarifying departmental responsibilities. Identifying suppliers of required process inputs. Detailing functional information. Identifying specifications for required process inputs. Documenting voice of the customer requirements. Identifying customers who ultimately receive process outputs.

- Identifying suppliers of required process inputs. - Identifying specifications for required process inputs. - Documenting voice of the customer requirements. - Identifying customers who ultimately receive process outputs.

(D-COP-06) You are working for an appliance manufacturer and want to investigate quality. Which of the following measures would be considered intangible costs? Check all that apply. Idle and obsolete inventory sitting in the warehouse. None of these Loss of customer goodwill. Warranty costs to repair field failures. Expediting costs to prevent delayed shipments. Repairing defective appliances before shipment to dealers.

- Idle and obsolete inventory sitting in the warehouse. - Loss of customer goodwill. - Expediting costs to prevent delayed shipments.

(D-PC-04) To help select a Six Sigma project, you decompose the Primary Business Measure into subordinate metrics focusing on the end product or service. Which Business Case Component(s) are you most likely developing? Level 2 Business Measures Primary Independent Variable Level 3 Business Measures Primary Business Process

- Level 2 Business Measures - Level 3 Business Measures

(D-VOC-06) The XYZ corporation produces tennis balls. Of the following items which are considered internal customers: (Check all that apply) Packaging Distribution Retail Sporting Goods store Marketing

- Packaging - Distribution - Marketing

(D-CTQ-02) Critical to Quality (CTQ's) are measures we use to capture VOC properly. Which of the following characteristics would be most useful to an appliance manufacturer seeking to understand their customers' product requirements? Check all that apply. Competence Performance None of these Durability Features Courtesy

- Performance - Durability - Features

(D-DEL-01) Which of the following are Six Sigma Define Phase deliverables? Project Charter Failure Mode Effects Analysis Stakeholder Analysis Capability Analysis Detailed Process Map High-Level Process Map

- Project Charter - Stakeholder Analysis - High-Level Process Map

(D-PC-19) Which of the following statements about Project Charter metrics are true? Secondary Metrics measure changes that occur due to Primary Metric changes. Each Six Sigma project should have multiple Primary Metrics. A Primary Metric is the project's quantified measure for the defect under study. Team Member (aka Yellow Belt) Once specified, it is uncommon for the Primary Metric to change during a project.

- Secondary Metrics measure changes that occur due to Primary - A Primary Metric is the project's quantified measure for the defect under study. - Team Member (aka Yellow Belt)

(D-CTQ-04) Critical to Quality (CTQ's) are measures we use to capture VOC properly. Which of the following characteristics would be most useful to a barber shop seeking to understand their customers' service requirements? Check all that apply. Often nebulous. None of these. Service level can be specified. Defined by the business process. Must be measurable. Defined by the customer

- Service level can be specified. - Must be measurable. - Defined by the customer

(D-CTQ-03) Critical to Quality (CTQ's) are measures we use to capture VOC properly. Which of the following characteristics would be most useful to an automobile manufacturer seeking to understand their customers' product requirements? Check all that apply. Credibility Competence None of these Serviceability Performance Features

- Serviceability - Performance - Features

(D-COP-03) You are working for an airline and want to investigate quality. Which of the following measures would be most useful in capturing the airline's Internal COPQ? Check all that apply. Cost of customer meal vouchers due to flight delays. Staff time spent locating and expediting misrouted baggage. Inspecting and signing-off pre-departure aircraft repairs. Time to clear TSA security. None of these. Gate agent time enforcing carry-on bag size limits.

- Staff time spent locating and expediting misrouted baggage. - Inspecting and signing-off pre-departure aircraft repairs. - Gate agent time enforcing carry-on bag size limits.

(D-PRO-09) A key Define Phase deliverable is a high-level Process Map. At a minimum, which of the following features should your high-level Process Map include? Controllable vs. noise inputs. Start and stop points. Where the process begins and ends. Direction the process flows. Critical causes and effects.

- Start and stop points. - Where the process begins and ends. - Direction the process flows.

(D-VOC-05) You were watering your neighbor's plants while they are on vacation. You accidentally knocked over and broke a lamp. Luckily, you are able to order the same lamp from an Internet store. The site promises two-day delivery which is perfect since your neighbor will be home in three days. Your neighbor will never know you broke the lamp. In Six Sigma, which of the following would be considered a defect? The replacement lamp is broken when it arrives. The lamp arrives four days after you order it. You complain about the late delivery and the company sends you a $50 gift card. The lamp is not the color you ordered.

- The replacement lamp is broken when it arrives. - The lamp arrives four days after you order it. - The lamp is not the color you ordered

(D-PRO-05) Which of the following are true regarding process maps? They are a static documentation of how you believe the process works. Their visualization gives managers an overview of the process and how work is done. They leverage other analytical tools by integrating their computational results into the map. They are best developed only by industrial engineers. They help process members understand their role and how it fits in "the big picture."

- Their visualization gives managers an overview of the process and how work is done. -They help process members understand their role and how it fits in "the big picture."

(D-PRO-06) Which of the following are true regarding process maps? If you're lucky, they'll catch an important process characteristic. They're a useful training aid for getting Six Sigma teams "all on the same page." They help process owners determine where to take process performance measurements. They can help Six Sigma teams understand where process breakdowns are occurring. They are a static documentation of how you believe the process works.

- They're a useful training aid for getting Six Sigma teams "all on the same page." - They help process owners determine where to take process performance measurements. - They can help Six Sigma teams understand where process breakdowns are occurring.

(D-PRO-03) There are a number of reasons for Six Sigma practitioners to employ a process focus during their projects. Select the best reason(s) below: It documents how work should be done. To set the stage for Project Planning. To minimize resource usage while maximizing customer satisfaction. Six Sigma methodology requires this to transition from the Define to Measure Phase. To describe the relationships between suppliers (inputs) and customers (outputs).

- To minimize resource usage while maximizing customer satisfaction. - To describe the relationships between suppliers (inputs) and customers (outputs).

(D-PRO-04) There are a number of reasons for Six Sigma practitioners to employ a process focus during their projects. Select the best reason(s) below: To understand the how's and why's of work getting done. To set the stage for Project Planning. It documents how work will be done in the future. To visualize the current process in its entirety, from start to finish. Six Sigma methodology requires this to transition from the Define to Measure Phase.

- To understand the how's and why's of work getting done. - To visualize the current process in its entirety, from start to finish.

(D-YfX-02) The Problem Solving Methodology focuses on: (Check all that apply) Understanding the relationship between independent variables and the dependent variable. Identifying the vital few independent variables that effect the dependent variable. Optimizing the independent variables so as to control our dependent variable(s). Monitoring the optimized independent variable(s). The Ys determine how the X performs.

- Understanding the relationship between independent variables and the dependent variable. - Identifying the vital few independent variables that effect the dependent variable. - Optimizing the independent variables so as to control our dependent variable(s). - Monitoring the optimized independent variable(s).

(D-VOC-02) The Voice of the Customer (VOC): (Check all that apply.) Reflects concerns impacting customer purchase decisions. Uses an Inside-Out process-driven thinking. Is always clear and unequivocal. None of these. Must be translated into Six Sigma's y = f(Xi). Expresses customer requirements in terms of product function.

- Uses an Inside-Out process-driven thinking. - Must be translated into Six Sigma's y = f(Xi). - Expresses customer requirements in terms of product function

(D-COP-07) You are working for a road construction company and want to investigate quality. Which of the following measures would be considered tangible costs? Check all that apply. Warranty costs to repair defective concrete pavement. Loss of commuter goodwill due to construction-based delays. Lost utilization of construction equipment due to construction bottlenecks. None of these Lost toll road revenue due to construction delays. Repairing inadequate roadway drainage.

- Warranty costs to repair defective concrete pavement. - Repairing inadequate roadway drainage.

(D-PC-08) According to our text, a well-crafted Business Case will allow a reader to answer which of the following questions about a proposed Six Sigma project? Select all that apply. Where in the organization is the problem? How big is the problem and how much is it costing the organization? Why is the problem occurring? Who is responsible for the underlying problem? What is the underlying problem? When does the problem occur?

- Where in the organization is the problem? - How big is the problem and how much is it costing the organization? - What is the underlying problem? - When does the problem occur?

(D-VOC-04) During your lunch break you go to a local fast food drive-thru to get your lunch. You expect quick polite service. You order a hamburger, fries and a medium drink. You request extra ketchup for your fries. In Six Sigma, which of the following would be considered a defect? Check all that apply. You find a cheeseburger in your bag instead of a hamburger. There is no extra ketchup in the bag with your order. You are asked to pull aside and park your car. You wait 7 minutes for the items you ordered. The cashier is very polite and apologizes for the delay.

- You find a cheeseburger in your bag instead of a hamburger. - There is no extra ketchup in the bag with your order. - You are asked to pull aside and park your car. You wait 7 minutes for the items you ordered.

(D-M&H-02) You are running a Lean Six Sigma project at work. You've selected a business problem, secured approval from corporate leadership and Six Sigma practice leaders, and then documented the process and performed a Pareto Analysis to develop a recommended project focus. How did you do? You did great - proceed on to the Measure Phase with an Approved Project Focus! You still need to develop a Project Charter. You forgot to assemble your Project Team. You forgot to translate the Project Plan into daily activities. You forgot to include the 5 W's.

- You still need to develop a Project Charter. - You forgot to assemble your Project Team.

(D-VOC-03) You are working for an airline and want to investigate the airline's service quality. Which of the following measures would be useful in capturing the customer's point of view? Check all that apply lost baggage claims accuracy of on-line ticket booking and sales None of these time to clear TSA security time required for boarding on-time departures and arrivals

- lost baggage claims - accuracy of on-line ticket booking and sales - time required for boarding - on-time departures and arrivals

(D-PC-17) Read the following sample Business Case and use it to answer the questions below. Last fiscal year, Capital Motors' service department performance for resolving warranty claims required 2.5 labor hours per warranty claim. This exceeded their Strategic Plan's target of 1.5 labor hours per warranty claim and cost Capital Motors $1.5 million in additional labor expenses over the budgeted $4.7 million. What is the Baseline Performance gap? 1 hour 30 minutes 2 hours 45 minutes 1 hour 30 minutes

1 hour

(D-PC-11) Read the following sample Business Case and use it to answer the questions below. Last fiscal year, Capital Cable's service department performance for resolving Internet outages required 1.25 labor hours per service call. This exceeded their Strategic Plan's target of 0.75 labor hours per service call and cost Capital Cable $1.5 million in additional labor expenses over the budgeted $4.7 million. What is the Baseline Performance? 2 hours 1 hour 15 minutes 45 minutes 1 hour 45 minutes 1 hour

1 hour 15 minutes

(D-PRO-15) Place the following Process Flow Mapping activities into their proper sequence below. 1. Identify a generic name for the process. 2. Establish the process' beginning and ending steps. 3. Describe the primary purpose and objective of the process. 4. Physically or mentally "walk" through the major process steps and record them. 5. Apply standard flowcharting symbols to order and illustrate how the major process steps flow.

1. Identify a generic name for the process. 2. Establish the process' beginning and ending steps. 3. Describe the primary purpose and objective of the process. 4. Physically or mentally "walk" through the major process steps and record them. 5. Apply standard flowcharting symbols to order and illustrate how the major process steps flow.

(D-6SM-03) Floyd's Barbershop lives by the motto "No customer leaves until their haircut is perfect!" Floyd heard about this "new" Six Sigma thing and has decided to try it out. Taking a scientific approach, Floyd segmented the actual haircut process into three phases: top, sides and back with the weekly customer demand rate of 75 haircuts. Suppose that in a typical week, Floyd works five 4-hour workdays. What is the takt time (in minutes) for Floyd's Barbershop? (Enter your answer to one decimal place. For example, you may want to enter 9.83.) Answer range +/- 0.1 (15.9 - 16.1)

16

(D-PC-16) Read the following sample Business Case and use it to answer the questions below. Last fiscal year, Capital Motors' service department performance for resolving warranty claims required 2.5 labor hours per warranty claim. This exceeded their Strategic Plan's target of 1.5 labor hours per warranty claim and cost Capital Motors $1.5 million in additional labor expenses over the budgeted $4.7 million. What is the Baseline Performance? 2 hours 45 minutes 1hour 30 minutes 2 hours 30 minutes 45 minutes 4 hours

2 hours 30 minutes

(D-6SM-09) ProPlayor makes the premium GoPhar golf ball. Extensive analysis showed each golf ball needs exactly 450 dimples to maximize distance and control through superior lift characteristics. Any ball that has more or less than 450 perfect dimples is a defect. Recently, ProPlayor traced a significant increase in dimpling defects to nonconforming components/processes along its manufacturing line and decided to investigate the problem using Six Sigma techniques. Taking a scientific approach, ProPlayor recorded defective components along each step of the golf ball cover and finishing line with the weekly customer demand rate of 100,000. Suppose that in a typical week, the ProPlayor GoPhar production line operates for five 16-hour workdays. What is the takt time (in seconds) for the ProPlayor GoPhar production line? (Enter your answer to one decimal place. For example, you may want to enter 9.8.) Answer range +/- 0.1 (2.8 - 3.0)

2.9

P-MAKE-03: How much cheese is used on a pizza?

3 1/2 ounces

P-MAKE-02: How many swirls are used to spread the sauce (choose 3 or less the best answer)?

3 or less

(D-M&H-05) Corporation XYZ operations at a yield of 93.2%. Therefore, this Corporation is operating at what sigma level? 3 sigma 3.5 sigma 2 sigma 4 sigma

3 sigma

(D-M&H-01) According to our text, if you achieve Six Sigma performance, you will get ____ defects per million opportunities. (Enter your answer to one decimal place. For example, you may want to enter 9.8.) 3.4

3.4

(D-PC-12) Read the following sample Business Case and use it to answer the questions below. Last fiscal year, Capital Cable's service department performance for resolving Internet outages required 1.25 labor hours per service call. This exceeded their Strategic Plan's target of 0.75 labor hours per service call and cost Capital Cable $1.5 million in additional labor expenses over the budgeted $4.7 million. What is the Baseline Performance gap? 45 minutes 1 hour 30 minutes 2 hours 30 minutes 1 hour

30 minutes

(D-6SM-05) Sprawlings makes official major league baseballs. Each baseball must weigh exactly 5 ounces, any baseball that weighs more or less than 5 ounces is a defect. Recently, Sprawlings has seen a significant increase in underweight and overweight baseball components on its manufacturing line and has decided to investigate the problem using Six Sigma techniques. Taking a scientific approach, Sprawlings recorded component weight defects requiring rework along each step of the baseball production line with the weekly customer demand rate of 20,000. Suppose that Sprawlings wasn't able to collect detailed component rework data, but did record that they had to rework 11000 baseballs that week. What is the estimated RTY percent for Sprawling's? (Enter your answer below to one decimal place. For example, you may want to enter 9.8.) Answer range +/- 0.1 (57.6 - 57.8)

57.7

(D-6SM-08) ProPlayor makes the premium GoPhar golf ball. Extensive analysis showed each golf ball needs exactly 450 dimples to maximize distance and control through superior lift characteristics. Any ball that has more or less than 450 perfect dimples is a defect. Recently, ProPlayor traced a significant increase in dimpling defects to nonconforming components/processes along its manufacturing line and decided to investigate the problem using Six Sigma techniques. Taking a scientific approach, ProPlayor recorded defective components along each step of the golf ball cover and finishing line with the weekly customer demand rate of 100,000. Suppose that ProPlayor wasn't able to collect detailed component rework data, but did record that they had to rework 42000 golf balls that week. What is the estimated RTY percent for Sprawling's? (Enter your answer below to one decimal place. For example, you may want to enter 9.8.) Answer range +/- 0.1 (65.6 - 65.8)

65.7

(D-6SM-02) Floyd's Barbershop lives by the motto "No customer leaves until their haircut is perfect!" Floyd heard about this "new" Six Sigma thing and has decided to try it out. Taking a scientific approach, Floyd segmented the actual haircut process into three phases: top, sides and back with the weekly customer demand rate of 75 haircuts. Suppose that Floyd wasn't able to collect detailed rework data but did remember that he had to touch-up about 30 haircuts that week. What is the estimated RTY % for Floyd's? (Enter your answer to one decimal place. For example, you may want to enter 9.8.) Answer range +/- 0.1 (66.9 - 67.1)

67

(D-6SM-06) Sprawlings makes official major league baseballs. Each baseball must weigh exactly 5 ounces, any baseball that weighs more or less than 5 ounces is a defect. Recently, Sprawlings has seen a significant increase in underweight and overweight baseball components on its manufacturing line and has decided to investigate the problem using Six Sigma techniques. Taking a scientific approach, Sprawlings recorded component weight defects requiring rework along each step of the baseball production line with the weekly customer demand rate of 20,000. Suppose that in a typical week, the Sprawlings baseball production line operates for five 8-hour workdays. What is the takt time (in seconds) for the Sprawlings baseball production line? (Enter your answer to one decimal place. For example, you may want to enter 9.8.) Answer range +/- 0.1 (7.1 - 7.3)

7.2

P-PACK-02: How many slices did the manager cut the pizza in?

8

P-1980-02: How did the 2 people research information?

Went to the library

(D-M&H-08) Our text describes a variety of different dimensions for understanding what Six Sigma is. Match the dimension below with the appropriate description below. As a Symbol As a Value As a Measure As a Metric As a Benchmark As a Method All Answer Choices A. The Six Sigma Methodology is made up of five stages, with each stage having highly defined steps to assure a level of discipline in seeking a solution to any variation or defect present in a process. B. Determining how many Standard Deviations a process is from its Mean - the Sigma Level. C. Most companies are performing at, or below, a 5 Sigma Level. D. The less variation within a process the more predictable the process is, assuming the Mean is not shifting over time. E. Expressing the performance of a process in terms of meeting the organization's or customer's requirements. F. The likelihood of a defect decreases as the number of Standard Deviations that can be fit between the Mean and the nearest specification limit increases.

As a Symbol - The less variation within a process the more predictable the process is, assuming the Mean is not shifting over time. As a Value - Determining how many Standard Deviations a process is from its Mean - the Sigma Level. As a Measure - The likelihood of a defect decreases as the number of Standard Deviations that can be fit between the Mean and the nearest specification limit increases. As a Metric - Expressing the performance of a process in terms of meeting the organization's or customer's requirements. As a Benchmark - Most companies are performing at, or below, a 5 Sigma Level. As a Method - The Six Sigma Methodology is made up of five stages, with each stage having highly defined steps to assure a level of discipline in seeking a solution to any variation or defect present in a process.

(D-PC-03) When you're following the structured approach to Project Selection, which of the key deliverables does the following describe? Details the project's financials in terms of cost and revenue impacts that we are expecting to realize as an outcome of the project. Benefits Analysis Two of the above Project Charter Primary Metric Business Case

Benefits Analysis

(D-ROL-01) According to our text, four special roles within Six Sigma projects have been named, inspired by levels of karate skills. You are well-versed in Six Sigma skills, have proven team leadership skills and an ability to tackle cross-functional organizational problems. You are most likely fulfilling the role of a Yellow Belt Green Belt Some other belt not mentioned here Master Black Belt Black Belt White Belt

Black Belt

(D-PC-07) As you help select a Six Sigma project, you are focusing on one or more steps resulting in the delivery of some product or service to the customer (and captured in an earlier VOC analysis). Which Business Case Component are you most likely developing? Transformational Processes Procedural Inputs All of the above Business Activities X Dependent Variables Y

Business Activities X

(D-PC-02) When you're following the structured approach to Project Selection, which of the key deliverables does the following describe? A high-level desciption of the problem, overviewing the project's basic business motivation and general process improvement focus area. Business Case Primary Metric Benefits Analysis None of the above Project Charter

Business Case

(D-ROL-04) According to our text, there are five main roles and responsibilities required for a successful Six Sigma implementation. You "own" the project are responsible for resourcing the Six Sigma project team. What role are you most likely fulfilling? Executive Leadership Champion/Process Owner Technical expert/mentor (aka Master Black Belt) Team Member (aka Yellow Belt) Team Leader (aka Black Belt)

Champion/Process Owner

(D-PRO-17) Match the following activities at Floyd's Barbershop to the appropriate Value Adding Analysis category listed below Cleaning and lubricating the electric trimmer. Touching-up the sideburns. Applying scissors and comb for controlling haircut length. Ringing up the sale Reading a magazine while waiting for your turn. Sharpening the razor on a strop. All Answer Choices A. Value-Adding B. Non-Value-Adding C. Value-Enabling

Cleaning and lubricating the electric trimmer. - Value-Enabling Touching-up the sideburns. - Non-Value-Adding Applying scissors and comb for controlling haircut length. - Value-Adding Ringing up the sale. - Value-Enabling Reading a magazine while waiting for your turn. - Non-Value-Adding Sharpening the razor on a strop. - Value-Enabling

(D-PRO-18) Match the following activities on Sprawlings baseball production line to the appropriate Value Adding Analysis category listed below. Cleaning and lubricating the leather stitching machine. Reworking the wool windings. Moving the cork cores from the warehouse to the assembly line. Overlaying the cork core with a rubber shell. Weighing each completed baseball. Sweeping up wool snippets from around the winding machine. All Answer Choices A. Value-Adding B. Non-Value-Adding C. Value-Enabling

Cleaning and lubricating the leather stitching machine. - Value-Enabling Reworking the wool windings. - Non-Value-Adding Moving the cork cores from the warehouse to the assembly line. - Non-Value-Adding Overlaying the cork core with a rubber shell. - Value-Adding Weighing each completed baseball. - Non-Value-Adding Sweeping up wool snippets from around the winding machine.- Value-Enabling

(D-PRO-19) Match the following activities on ProPlayor GoPhar golf ball production line to the appropriate Value Adding Analysis category listed below. Cleaning and lubricating the molding machine. Re-working the cover smoothing. Moving the rubber cores from the warehouse to the assembly line. Painting the polished ball with a high gloss enamel. Inspecting the dimpling on each completed golf ball. Cleaning and purging leftover custom-colored enamel from the painting machine All Answer Choices A. Value-Adding B. Non-Value-Adding C. Value-Enabling

Cleaning and lubricating the molding machine. - Value-Enabling Re-working the cover smoothing. - Non-Value-Adding Moving the rubber cores from the warehouse to the assembly line. - Non-Value-Adding Painting the polished ball with a high gloss enamel. - Value-Adding Inspecting the dimpling on each completed golf ball. - Non-Value-Adding Cleaning and purging leftover custom-colored enamel from the painting machine. - Value-Enabling

(D-COP-01) Cost of Poor Quality (COPQ) is a symptom not a defect. For these general COPQ categories, match each category to the most appropriate definition. Costs that could disappear if processes and services were all at acceptable levels of quality. Include all activities specifically designed to prevent poor quality in products or services. Result in customer dissatisfaction and are considered to be the most costly to a company. Associated with measuring, evaluating, or auditing products or services to assure conformance to quality standards and customer satisfaction requirements. Hidden costs associated with providing a nonconforming product or service to a customer involving the company's image. All Answer Choices A. Appraisal costs. B. Internal failure costs. C. Intangible costs. D. None of the above. E. External failure costs. F. Prevention costs.

Costs that could disappear if processes and services were all at acceptable levels of quality. - Internal failure costs. Include all activities specifically designed to prevent poor quality in products or services. - Prevention costs. Result in customer dissatisfaction and are considered to be the most costly to a company. - External failure costs. Associated with measuring, evaluating, or auditing products or services to assure conformance to quality standards and customer satisfaction requirements. - Appraisal costs. Hidden costs associated with providing a nonconforming product or service to a customer involving the company's image. - Intangible costs.

(D-6SM-14) In any process improvement endeavor, the ultimate objective is to make the process better, faster, and cheaper. Which six sigma metrics are related to "faster?" (Check all that apply) COPQ Cycle Time DPU DPMO RTY

Cycle Time

(D-ROL-06) According to our text, there are five main roles and responsibilities required for a successful Six Sigma implementation. You set corporate performance goals and are holding yourself, your group, and others accountable for the success or failure of the Six Sigma initiative. What role are you most likely fulfilling? Champion/Process Owner Executive Leadership Team Member (aka Yellow Belt) Team Leader (aka Black Belt) Technical expert/mentor (aka Master Black Belt)

Executive Leadership

(D-COP-08) Appraisal costs refer to the resources spend on re-work and returns. True False

False

(D-PRO-10) Building a Level 3 Micro Process Map is an essential step to developing a highly-accurate SIPOC diagram. True or False? True False

False

P-PACK-01: What commercial was the Store Manager in the video in?

Fastest pizza box folder

P-PACK-03: What was the store manager's record?

Folded 50 pizza boxes in 1 minute and 58 seconds

(D-ROL-03) According to our text, four special roles within Six Sigma projects have been named, inspired by levels of karate skills. You are well-versed in process defining and measurement skills, have proven team member skills and an ability to tackle functional area organizational problems. You are most likely fulfilling the role of a Black Belt White Belt Yellow Belt Master Black Belt Green Belt Some other belt not mentioned here

Green Belt

(D-M&H-03) What item below best describes variation in a process? Points not centrally located outside the mean A cluster of outcomes located at one central point How tightly all the various outcomes are clustered around the average The overall calculated point cluster to the right of the mean

How tightly all the various outcomes are clustered around the average

P-TRNG-01: What is the most important thing about their job?

Hustle

(D-PRO-14) Six Sigma projects may use a wide variety of Process Maps and Diagrams, each specialized to fulfill a particular role and provide a specific type of process insight. Match the following roles to the appropriate type of Process Map or Diagram listed below. Identifies major process steps from the worker's point of view Facilitates systematically gathering pertinent process data Detailed Process Map showing detailed tasks and associated performance data Adds functional information to clarify departmental responsibilities - Helps you understand process performance metrics. Shows things that influence process behavior and performance Helps a team orient to how a product or service is created All Answer Choices: Value Stream Map Level 3 Micro Process Map Level 1 Macro Process Map Level 2 Process Map Swimlane Process Map SIPOC Diagram

Identifies major process steps from the worker's point of view - Level 2 Process Map Facilitates systematically gathering pertinent process data - SIPOC Diagram Detailed Process Map showing detailed tasks and associated performance data - Level 3 Micro Process Map Adds functional information to clarify departmental responsibilities - Swimlane Process Map Helps you understand process performance metrics. - Value Stream Map Shows things that influence process behavior and performance - SIPOC Diagram Helps a team orient to how a product or service is created - Level 1 Macro Process Map

(D-PRO-12) A SIPOC process Map is a tool best used for: Drilling down the Y=f(x) process Determining what is currently being provided Assists in determining a project's budget Identifying requirements between customers and suppliers

Identifying requirements between customers and suppliers

P-TAST-01: What is the mindset of the Domino's employee?

If you are going to do something, you want to be the best at it

(D-PC-10) Read the following sample Business Case and use it to answer the questions below. Last fiscal year, Capital Cable's service department performance for resolving Internet outages required 1.25 labor hours per service call. This exceeded their Strategic Plan's target of 0.75 labor hours per service call and cost Capital Cable $1.5 million in additional labor expenses over the budgeted $4.7 million. What is the key Business Process? Labor hours per service call Service Department performance Cable service subscription cancellations None of the above Internet outage resolution

Internet outage resolution

(D-PC-09) Read the following sample Business Case and use it to answer the questions below. Last fiscal year, Capital Cable's service department performance for resolving Internet outages required 1.25 labor hours per service call. This exceeded their Strategic Plan's target of 0.75 labor hours per service call and cost Capital Cable $1.5 million in additional labor expenses over the budgeted $4.7 million. What is the Primary Business Measure? Cable service subscription cancellations Service Department performance None of the above Internet outage duration Labor hours per service call

Labor hours per service call

(D-PC-14) Read the following sample Business Case and use it to answer the questions below. Last fiscal year, Capital Motors' service department performance for resolving warranty claims required 2.5 labor hours per warranty claim. This exceeded their Strategic Plan's target of 1.5 labor hours per warranty claim and cost Capital Motors $1.5 million in additional labor expenses over the budgeted $4.7 million. What is the Primary Business Measure? None of the above Warranty claim complaints Warranty claim resolution Labor hours per warranty claim Service Department performance

Labor hours per warranty claim

(D-ROL-02) According to our text, four special roles within Six Sigma projects have been named, inspired by levels of karate skills. You have successfully managed many prior Six Sigma projects, and are serving as an advisor to the organizational leadership. You also have had a lot of training in statistics, process analysis, and project management. You are most likely fulfilling the role of a Yellow Belt Green Belt Some other belt not mentioned here Master Black Belt Black Belt White Belt

Master Black Belt

(D-PC-20) Problem Statements for Lean Six Sigma projects are a one or two sentence description of the symptoms arising from the problem to be examined. Which statements below are appropriate to include in a Problem Statement? Combine several related "micro-problems" into a single "macro-problem" All of the above. Opine about what's wrong. None of the above. Identify the responsible party/parties What the root cause of the problem is. Suggest a solution.

None of the above.

P-1980-01: How did the 2 people get directions downtown?

Paper map

P-1980-03: While on their bikes, how did they contact their friend to meet them?

Pay Phone

P-TAST-03: What type of pizza is made in their store's fastest pizza making competition?

Pepperoni

(D-PC-01) When you're following the structured approach to Project Selection, which of the key deliverables does the following describe? A detailed description of the project's underlying business motivation and the process improvement focus area (including basic project information and performance metrics). Team Formation Benefits Analysis Project Charter Business Case All of the above

Project Charter

(D-PC-05) As you help select a Six Sigma project, the Project Champion nominates their best process improvement opportunity and also suggests an associated key performance indicator directly bearing upon the organization's strategic objectives. Which Business Case Component are you most likely developing? All of the above Primary Independent Variable Secondary Business Metric Level 1 Business Process Primary Business Measure

Primary Business Measure

(D-CTQ-06) A Green Belt is running a project on a specific micro-processor used for a new hand-held device. Since the Green Belt is focusing on a micro-processor, they should build a list of CTQ's based off of: Price Size Service Product

Product

(D-VOC-01) It is known that the Voice of the Customer (VOC) is customer driven, where the Voice of the Business (VOB) is __________ driven and Voice off the Employee (VOE) is ________ driven. Profit, process Process, profit Customer, process Customer, profit

Profit, process

(D-M&H-06) According to our text, the DMAIC approach involves six steps. Match these steps to the appropriate activities below. Project Champion/Process Owner Define Phase Measure Phase Analyze Phase Improve Phase Control Phase All Answer Choices A. Identify problem area B. Monitor corporate metrics to ensure problem does not return C. Lean Six Sigma D. Estimate financial opportunity from improvement effort E. Apply Six Sigma's Y=f(Xi) problem solving methodology F. Develop and implement problem solutions G. Compute current process capability H. Accept best efforts

Project Champion/Process Owner - Identify problem area Define Phase - Estimate financial opportunity to improve effort Measure Phase - Compute current process capability Analyze Phase - Apply Six Sigma's Y=f(Xi) problem solving methodology Improve Phase - Develop and implement problem solutions Control Phase - Monitor corporate metrics to ensure problem does not return

(D-M&H-07) According to our text, the DMAIC approach involves six steps. Match these steps to the appropriate activities below. Project Champion/Process Owner Define Phase Measure Phase Analyze Phase Improve Phase Control Phase All Answer Choices A. Lean Six Sigma B. Apply Six Sigma's Y=f(Xi) problem solving methodology C. Select and implement problem solutions D. Identify likely independent and dependent variables impacting the process E. Monitor project impact on corporate financial performance F. Accept best efforts G. Identify problem area H. Map the process and perform a Pareto Analysis

Project Champion/Process Owner - Identify problem area Define Phase - Map the process and perform a Pareto Analysis Measure Phase - Identify likely independent and dependent variables impacting the process Analyze Phase - Apply Six Sigma's Y=f(Xi) problem solving methodology Improve Phase - Select and implement problem solutions Control Phase - Monitor project impact on corporate financial performance

(D-6SM-11) What is the main difference between FTY and RTY? FTY captures amount of rework RTY reveals losses from rework There is no difference RTY captures resource consumption

RTY reveals losses from rework

P-MAKE-01: What cooking utensil was created by a Domino's employee to put sauce on a pizza?

Spoodle

(D-PRO-13) According to our text, the standard symbols for process mapping are shown below. Match these symbols to the appropriate definitions below. Square Diamond Arrow Rhombus Ellipse Circle All Answer Choices A. Connection and direction of flow B. Identifies an in-process loop C. Continuation point D. Indicates an activity E. Cloud-based data storage F. Signifies a decision point G. Shows start and end of the process H. Shows that there are data

Square - Indicates an activity Diamond - Signifies a decision point Arrow - Connection and direction of flow Rhombus - Shows that there are data Ellipse - Shows start and end of the process Circle - Continuation point

(D-6SM-12) What type of time metric is used to establish the rhythm of the process, based upon customer demand? Lead Time Queue Time Process Time Cycle Time Takt Time

Takt Time

(D-ROL-05) According to our text, there are five main roles and responsibilities required for a successful Six Sigma implementation. You are collecting data from your widget manufacturing line. What role are you most likely fulfilling? Executive Leadership Team Member (aka Yellow Belt) Team Leader (aka Black Belt) Champion/Process Owner Technical expert/mentor (aka Master Black Belt)

Team Member (aka Yellow Belt)

(D-PRO-16) Six Sigma projects are based on the Y = f(X) relationship, where the critical independent input variables (the X's) must be controlled. Match the following statements to the appropriate type of input listed below. These inputs must be measured. Inputs that are too expensive to influence. Will effect the process outcome Affected through standardized activities and process. Inputs that are too impractical to influence. An input we can influence All Answer Choices A. Controllable input B. Uncontrollable (Noise) input C. Procedural input

These inputs must be measured. - Controllable input Inputs that are too expensive to influence. - Uncontrollable (Noise) input Will effect the process outcome. - Controllable input Affected through standardized activities and process. - Procedural input Inputs that are too impractical to influence. - Uncontrollable (Noise) input An input we can influence. - Controllable input

(D-PC-06) As you help select a Six Sigma project, you interview several functional managers to get their perspective on the driving functions behind the Business Measures you've defined. Which Business Case Component are you most likely developing? Transformational Processes None of the above Controllable Inputs Customer Segments Business Benefits Analysis

Transformational Processes

(D-PRO-07) Swim lanes on complex Process Maps can be used to align the cross-functional process elements to the responsible functional group. True or False? True False

True

(D-VOC-07) During your lunch break you go to a local fast food drive-thru to get your lunch. You expect quick polite service. You order a hamburger with everything, fries and a medium drink. You request extra ketchup for your fries. Match each service failure to the most appropriate Voice of the Customer analysis step. You find a plain cheeseburger in your bag instead of a hamburger with everything. You are asked to pull aside and park your car. You wait 7 minutes for your order The cashier says your coupon is outdated and will not discount the order. You get home and find you were shortchanged. All Answer Choices A. Integrity B. Expense C. Delivery D. Waste reduction E. Features

You find a plain cheeseburger in your bag instead of a hamburger with everything. - Features You are asked to pull aside and park your car. You wait 7 minutes for your order. - Delivery The cashier says your coupon is outdated and will not discount the order. - Expense You get home and find you were shortchanged. - Integrity

(D-PC-15) Read the following sample Business Case and use it to answer the questions below. Last fiscal year, Capital Motors' service department performance for resolving warranty claims required 2.5 labor hours per warranty claim. This exceeded their Strategic Plan's target of 1.5 labor hours per warranty claim and cost Capital Motors $1.5 million in additional labor expenses over the budgeted $4.7 million. What is the key Business Process? None of the above Service Department performance Warranty claim resolution Warranty claim complaints Labor hours per warranty claim

Warranty claim resolution