Six Sigma: Quality Tools

Put the stages involved in creating a process map in order.

1. Define the process boundaries 2. List the steps of the process in order 3. Create the process map with symbols 4. Validate or verify the map

Place the steps for creating and using a Pareto chart in order.

1. Listing the causes in descending order 2. Finding the total number of defects and calculating cumulative percentages 3. Calculating cumulative contributions of the causes 4. Building the chart and plotting the cumulative frequency of defects 5. Adding cumulative percentage lines and assessing the results 6. Identifying the vital few causes of errors

Sequence the steps for creating and using a Pareto chart.

1. Listing the causes in descending order 2. Calculating cumulative percentages 3. Building the chart 4. Plotting the cumulative frequency of defects 5. Identifying the vital few causes of error

An important task for Six Sigma teams is finding the true root causes of problems. What statement most accurately describes the general process for doing this?

Generate a list of possible causes, group them, and then prioritize the list to determine which ones require immediate attention

Effective Six Sigma teams use a general framework to analyze the root causes of problems. Which statement most accurately describes this analysis approach?

Generate a list of possible causes, organize them into logical groups, and prioritize them to find the vital few causes that require attention

Match correlation patterns with their associated descriptions of scatter plots.

High positive A pattern ascending from left to right with variables moving in the same direction High negative A line descending from left to right with variables moving in opposite directions Low correlation Widely scattered data points above and below an upward trending best-fit line No correlation Scattered data points that don't form any particular line Non-linear A significant change in the dependent variable taking place at a certain value of the independent variable

Match the types of check sheets with examples of when you'd use them.

Location check sheet Identify the parts of a customer complaint resolution form that contain mistakes by adding marks to a copy of the form Basic check sheet Find out how many of each type of mistake occurs when resolving a customer complaint Frequency plot check sheet Document which days calls are dropped during the customer complaint resolution process and how many times it occurs on each specific day Traveler check sheet Track the stage duration and number of mistakes it contains for each stage in the customer complaint resolution process Confirmation check sheet Ensure that each step in the customer complaint resolution process is being followed

Match each correlation pattern to the scatter plot description it relates to.

Low correlation Widely scattered data points above and below an upward trending best-fit line High negative A line descending from left to right with the variables moving in opposite directions No correlation Scattered data points that don't form any particular line High positive High positive A pattern ascending from left to right with the variables moving in the same direction Non-linear A significant change in the dependent variable taking place at a certain value of the independent variable

A fishbone diagram is a tool used by Six Sigma teams to find the root cause of a problem. What are some of the quidelines for creating and using this type of diagram?

Make sure the diagram contains causes only, not solutions Causes should be generated during a brainstorming session and then grouped by main cause and contributing factors

Match the pattern type to the corresponding description. Each type may be used more than once.

Shift There are nine points in a zig-zag pattern below the median line before the line crosses the median The line zig-zags across the median line for five points, then there are seven consecutive points below the line Trend The first point appears above the median line, then points appear decreasingly below the line for 10 consecutive points Random The line dips above and below the median line with no more than four consecutive points increasing or decreasing

The histogram is based on a survey of 110 people as to how many times they shop per month. What interpretations about the frequency of distribution of the data are correct?

The mode is 15-19 trips The histogram shows normal distribution

The histogram is based on a survey to find out how many people exercise more than three times per week. Based on the histogram, which interpretations about the frequency of distribution are correct?

The mode of the distribution is 6 The range of the distribution is 5

A Six Sigma team decides to create a fishbone diagram to help analyze a training problem. Which statements describe effective ways to use this type of diagram?

The team develops an agreed-upon problem statement at the beginning - namely, training efforts have not increased employee knowledge of products The team brainstorms the causal factors influencing the problem, including lack of time, unprepared instructors, and lack of hands-on practice

How are quality tools used during a Six Sigma project?

Data display tools like run charts are used during the Control stage Root cause analysis and fishbone diagrams are used during the Analyze stage Some quality tools are used to measure performance

Choosing the right tool for the job is key during a Six Sigma project. For what studies would you use a Pareto chart?

Determining which types of customer complaints are costing the company business Discovering which suppliers deliver the best quality materials

There are certain types of studies for which a Pareto chart will be the right tool. Which situations apply?

Finding the shift during the week that logs the most downtime Determining which data entry clerks have the highest error rates

Match the types of check sheets with examples of when they should be used.

Frequency plot check sheet Document on which days the plastic sheath is missing from a shoelace and how many times this occurs on each specific day Confirmation check sheet Use a checklist to ensure that each step in the shoelace manufacturing process is being followed Basic check sheet Discover how many of each type of defect occurs in a shoelace manufacturing process Traveler check sheet For each stage in the shoelace manufacturing process, determine the stage duration and number of defects it contains Location check sheet Identify the parts of a shoelace that contain defects by adding marks to an illustration of the shoe lace

In what ways are quality tools used during the Define, Measure, Analyze, and Improve stages of a Six Sigma project?

Tools for determining root causes are used during the Analyze stage Flowcharts are used during the Measure stage to assess current processes Pareto charts are used during the Define stage to scope the project

Match the pattern type to the corresponding description. Some options mav be used more than once.

Trend The first two points appear on the median line, then there are eight consecutive points that go decreasingly below the line There are seven consecutive points that start below the median line and end above it before the points begin to fall Random The line dips above and below the median line with no more than six consecutive points increasing or decreasing Shift There are 11 points in a zig-zag pattern above the median line