Six Sigma: identifying projects

There are five key steps involved in implementing a VOC strategy in a Six Sigma project. Sequence the five steps in the order in which they are performed

1. Defining VOC process goals by creating a purpose statement 2. Identifying customers by segment and type 3. Planning the desired outcome and using chosen methods to collect customer data 4. Analyzing the data collected to identify customer concerns 5. Determining customer requirements to set action goals

Which process components are represented by the letters "B" and "C" respectively in the process map displaved?

A boundary and a task

Which process components are represented by the letters A and E respectively in the process map displayed?

An input and a step

What is the definition of a stakeholder?

Any entity with an interest in the success or failure of the project

What are the best practices to apply when selecting a project for Six Sigma implementation?

Choosing projects that maximize benefits to customers Applying selection criteria to prioritize project opportunities Making sure the project you select is feasible given your timeline and availability of resources

Which options are best practices for selecting a Six Sigma project?

Considering whether the change will create true value for the customer Selecting the project that will give you the most return on investment

Which statements describe the importance of customer data in capturing the Voice of the Customer, or VOC, in a Six Sigma project?

Customer data is used to determine customer requirements Customer data enables you to identify urgent customer problems and customer preferences and needs Customer feedback loops provide opportunities for ongoing sources of data

Customer data is a key element of a voice of the customer strategy in a six sigma project. Which statements describe the role of customer data in a six sigma project?

Customer data may point critical features needed or urgent problems that must be solved Customer data enables you to measure customer satisfaction and identify the desired level of quality Customer feedback loops can provide ongoing sources of data for continuous improvement

How is customer data used in a Six Sigma project?

Customer feedback loops can act as ongoing sources of data Customer data enables you to identify urgent customer problems The output of customer data is used to determine precise customer requirements during the Define stage of a Six Sigma project

Yellow Belt working at a sports medicine facility. Project involves improving a system for treating therapeutic massage patients. Match each SIPOC element to the most appropriate example.

Customers Injured athlete Process Write down patient history Inputs Scheduled appointment Suppliers Pharmacy Outputs Discharged clients

You're working with a large team on a long-term project to create a new packaging process for a manufacturing facility. What is the best Six Sigma methodology for your layout redesign project?

DFSS

After assembly in a plant, cars are painted and shipped to dealerships to be bought by individual buyers. Match categories to customers in that category. Categories may match to more than one customer.

External Dealerships Individual buyers Internal Assembly line workers Painters

Mark owns an event management firm. He asks a Six Sigma team to improve processes. The project manager will lead the team. The floor manager is in charge of erecting stages. Who is the process owner?

Floor manager

You need to collect data for a current project. Determine whether a survey or focus group is the best research tool to use in each situation. Each tool may be appropriate for more than one situation.

Focus group You want to brainstorm ideas for areas of improvement You want to gather opinions from several groups of eight to ten customers each from different market segments Survey You want to be able to easily quantify the collected data You want to gather extensive information about suppliers

Refer to the job aid "The Stakeholder Matrix" to help you answer this question, if needed. You're applying 5S to your office workspaces. What are your stakeholder priorities, given these details?

Get the VP of Operations more interested in the project Get the supervisor completely on side by addressing her concerns

How is a priority matrix used during project selection?

Gives different weights to selection criteria Gives projects a total score based on criteria

Match the data collection tools to the situations for which they would be most appropriate. Each tool may match to more than one situation.

Interview When detailed information is needed from specific customers To find out how your customers feel about proposed upgrades Survey When, for ease of recording and comparing, you want to use numerical scales to have customers rate the importance of items To confirm specific findings learned from earlier data collection

You are working with a small team on a focused, intense, and short- term project to redesign the accounts receivable process. What is the best Six Sigma methodology for this project?

Kaizen

A team needs to gather data on customer behavior. Label each need for data according to whether an interview or observation is the best data collection tool. Each tool may be used more than once.

Observation The team wants to watch customers in its stores to learn if they pass over certain items The team wants to determine if customers look pleased or annoyed when they're shopping Interview Questions are rather complex and the team wants to pursue different lines of discussion The team wants to gather information from customers who live in another country

What does using a priority matrix during project selection enable you to do?

Prioritize projects based on total score Apply weights to selection criteria

Classify each requirement as a service need, product need, expectation, or priority.

Priority A customer states that durability is the most important quality he looks for in a product Service need Pickup and drop-off service at a rental car company Product need 30-day money-back guarantee for all novelty items purchased online at a mail order company Expectation A customer is happy when a restaurant offers a free meal to make up for poor service

Match each category of needs to the examples it represents. Each category may match to more than one example.

Product need A customer helpdesk for usage, repair, or maintenance-related queries A 30-day money-back guarantee Childproof caps on medicine bottles Service need Pick-up and drop-off service at a rental car company Clean restrooms at an airport

Refer to the job aid "The Stakeholder Matrix" to help you answer this question, if necessary. Which stakeholders in a project should a Six Sigma team prioritize, given these details?

Quality team leader Line manager

Who would be the process owner in a workspace improvement project?

Supervisor of the emplovees who use the work areas

You are helping to design a kitchen queue management process for a national pizza restaurant chain. Match each SIPOC element to the most appropriate example.

Suppliers Grocers Outputs Pizza Process Bake for 20 minutes Customers Diners Inputs Meat, vegetables, and other ingredients

Match each statement with the Six Sigma perspective it represents. Perspectives may have more than one match.

Voice of the Business (VOB) Process used to capture the organizational drivers for the project Concerned with quantifiable internal efficiencies Influenced by the need to solve operational problems Voice of the Customer (VOC) Reflects customer needs Concerned with quantifiable terms such as value, price, durability, and features Priority is determined by importance to the customer

Classify each project-related consideration a Six Sigma team embarks upon according to the perspective it represents. Each perspective may have more than one match.

Voice of the Business (VOB) Speak with key executives within the organization Determine who is involved in opening a new account and what the process is Meet with the retail banking team to get their input Voice of the Customer (VOC) Speak with some current and former account holders Gather data from account holders about the value and features of the accounts Analyze the new account opening process from an account holder perspective

How is a priority matrix used during project selection?

Weigh selection criteria Score projects

Which stakeholders in a project should a six sigma team prioritize?

ones with Negative Attitudes