The customer is always right
This is the goal of VOC
To achieve customer loyalty and to build customer relationships.
These are those who have demonstrated skill and competency in an area that is important to the existence and sustainability of the business.
Subject Matter Experts (SMEs)
These are the 5 aspects of a project charter.
Problem statement, purpose, benefits, scope, results
Car color would be an example of this type of data.
A Six Sigma project team has been assigned a project focused on reducing cycle time.
A sample of 10 data points has been collected:10, 15, 12, 8, 20, 6, 9, 11, 21, 10
What is the average of this data set?
12.5
surveys, focus group findings, lost customer analysis, social media data are examples of data gathering techniques to support this.
Voice of the customer (VOC)
A sponsor would assign an improvement activity to a Six Sigma project team if the problem involved this.
This part of the project charter includes the summation of what needs to be improved.
Problem Statement
This data collection method is considered to have a low response rate.
Surveys
These are the measures of dispersion.
Range, variance, standard deviation
Disney World management asking attendees how Disney World could improve their visiting experience would be an example of this.
Customer Research
this is used when it is not clear what the outputs of a process are?
SIPOC
This calculation is the main benefit of a Network Activity Diagram.
Critical Path
Measure
A call center has recently experienced an increase in customer complaints regarding lengthy hold times.
To understand the variability experienced by the customer, a sample of hold times in minutes was collected:5, 10, 15, 22, 8, 25, 22, 21, 18, 15
What is the standard deviation?
6.7
This is a tool used to help ensure customer needs are designed into a process.
House of Quality
If the Six Sigma improvement team wishes to gather direct feedback from someone who uses their product in their own home they would speak with this type of person.
This is a graphical method for monitoring key activities and their duration
Gantt Chart
A team has been formed to determine the reason for the decrease in customer satisfaction in its gourmet cupcake store. The team would like to better understand the reason for the decline in customer satisfaction.
This is the first thing the team should develop.
Develop a data collection plan
(hint: the right answer could still be the wrong answer)
Sample Standard Deviation
These are the other three design and development processes companies may use.
Pugh Concept
Failure Mode Effects Analysis (FMEA)
Process capability studies
When creating a SIPOC for a process under study, inputs are identified that come from this group.
Suppliers
This tools is used to discover and illustrate relationships between two groups of items.
Matrix Diagram
What to measure
How to measure
Frequency of measure
Where to measure
Who will measure
What is the sampling plan
A hospital recently initiated a Six Sigma project to address an increase in patient falls. In the measure phase the team reviewed 10 weeks of historical data on the number of falls per week and calculated basic statistics to understand the centeredness and variation in the falls per week.
Wk1 Wk2 Wk3 Wk4 Wk5 Wk6 Wk7 Wk8 Wk9 Wk10
4.0 2.0 3.0 2.0 0.0 0.0 1.0 1.0 2.0 2.0
What are the measures of the central tendency (mean, median mode)
mean 1.7, median 2.0, mode 2.0.