VOC
Name one tool that can be used to capture Voice of the Customer.
Kano Model, CT tree, GAIN model, surveys
In order to reduce defects, what two things can we do to the process output distribution?
Shift the mean and reduce variation. "Scoot and Squeeze"
List 4 types of data and which is preferred
Nominal, Ordinal, Discrete and Continuous. Continuous is preferred.
What is the IFR
Ideal Final Result. Ignoring all constraints of a process or system, what would be the best outcome. Best possible solution.
Name a brainstorming tool that is useful in actively engaging the entire team in the brainstorming process
Affinity diagram
When we talk about the 3 BIG Y's that make up Customer Values, what are we referring to?
Cost, Quality and Delivery
Name the 8 types of waste
Transport, Inventory, Motion, Waiting, Over Processing, Over Production, Defects and Skills not Utilized
Name 4 elements of a DMAIC project charter.
Problem statement, Metric, Objective, Benefit are the main ones.
Team members, in/out of scope, start date/end date, IT involvement, report out plans / stakeholders
What does a Functional Analysis Diagram show?
The elements of the process/system and how they impact each other. Which interactions are beneficial (or useful), harmful, inadequate, or necessary
What are the 5 steps of Lean
Define value (Voice of the Customer)
Visualize the value stream
Create Flow
Turn push to pull
Strive for perfection / create culture of CI
What happens to Delighters over time?
They become expected. Change from Delighters to one-dimensionals or Must Be's.
What is the purpose or main goal of Lean
Reduce waste, streamline the process, create flow.
What 3 measures make up the RPN in the FMEA
Severity, Occurrence and Detectability
What is the basic assumption behind TRIZ tools that all TRIZ tools follow?
A solution already exists. Take your specific problem, make it generic - seek the general solution and then apply that to your problem specifically.
What is the purpose of a measurement system analysis?
Understand whether you can trust your data. Determine how much measurement uncertainty is incorporated into your measured values.
What is the difference between the Functional and Dysfunctional questions in the Kano survey
Functional statements are written with the CTS present in the product or service. Dysfunctional statements are written for when the CTS is not present in the product or service.
Describe the difference between Precision and Accuracy
Precision describes how much spread we have in the data. Accuracy describes the center or average of the date.
What are 2 measures of Process Capability
% defects, DPMO, Sigma level, Cp Cpk, Pp, Ppk, Z score
Identify one method of creating an IFR
Itself method, IFR Characteristics, Ideality Equation
What is the difference between PDCA and DMAIC?
PDCA is used for small incremental improvements, cyclical process for experimentation - plan it, do it, check it then take action. At TVA, typically used for RIEs.
DMAIC projects are for complex situations where understanding what is causing the pain is essential to getting to the best improvement. Could be situations where the consequences of a failure would be unacceptable - need to ensure you get it right the first time.
What is the purpose of the Self Stated Importance Rating in the Kano survey
It provides additional prioritization for the categories of CTS's and helps to prevent providing something unimportant to the Customer. It improves our ability to differentiate between the customer requirements.
What are the 3 things that define "Value Add"
Changes the fit, form, or function of the deliverable, Customer is willing to pay for it, and done right the first time.
How can a Cause and Effects matrix be used to help you move down the DMAIC funnel
Using the pareto principle you will be able to determine which inputs have the greatest effect on the process and which have a trivial effect. Focus on those with the greatest effect.
Name one of the 3 Trimming questions
Can the system work without this function?
Can the object perform the function itself?
Can any other part of the system perform the function? Could a resource perform the function?
What does SIPOC stand for?
Supplier - Input - Process - Output - Customer