LSS Review
What does LSS stand for?
Lean Six Sigma
How is Customer Satisfaction Measured? (What scale is used)
Using a Scale from 0 to 5
What does NPS Stand For?
Net Promoter Score
What Is A Pareto Chart?
It's a Graph that allows us to prioritize areas of opportunity using the 80/20 rule.
Is a disciplined, data driven approach & methodology for improving performance
What Is Lean Six Sigma?
What Determines a Happy Survey?
Scores 4 and 5 on a survey (Overall satisfaction)
How is NPS Measured?
Using a 0-10 Scale.
What is the 80/20 rule
Working on 20% of our defects will help us achieve 80% of improvement efforts.
What is DMAIC?
Define, Measure, Analyze, Improve & Control.
The DMAIC improvement cycle is the core tool used to drive Six Sigma projects.
Guess The Survey Type: OSAT 5 & ASAT 2
What Are The Survey Types on NPS
Promoter, Passive, Detractor
What is the Cumulative %?
The addition (sum) of each observable on the graph
Name the 4 Voices To Begin Improvement Efforts
VoC: Voice Of Customer
VoB: Voice Of The Business
VoP: Voice Of The Process
VoE: Voice Of Employee
Name the Customer Satisfaction Survey Types
Happy, Happy With Coaching & Unhappy
What Is NPS
Net Promoter Score
What Must a Pareto Chart Contain?
Behaviors, # or % of repetitions and the cumulative %
How is NPS Calculated?
Promoters % minus Detractors %= NPS score
Name the 3 Common Methods To Measure VoC
What is the difference between NPS & CSAT?
What Scale determines a Detractor Survey?
0-6