Team Performance
Bruce W. Tuckman first identified the four _____ stages in 1965.
What are TEAM/DEVELOPMENT?
This refers to an individual who has mastered the basic skills
What is a GREENBELT?
What is acronym stands for NGT.
What is NOMINAL GROUP THINK?
_______ ________ are the most important part of any business.
What is EXTERNAL CUSTOMERS?
A ______ can show what resources do not satisfy customers, identify opportunities for growth or correction, and focus on customer issues.
What is a SURVEY?
Time, talent, money, information, and materials are considered ____________
What are RESOURCES?
In Six Sigma the Team leader is often also the _______.
What is FACILITATOR?
This is an intentionally uninhibited technique for generating creative ideas when the best solution is not obvious.
What is BRAINSTORMING?
________ ________ are usually employees of the company.
What are INTERNAL CUSTOMERS?
These facilitate the ability to detect special or assignable causes of variation.
What are CONTROL LIMITS?
This is the best place to establish the team's expectations concerning available resources.
Greenbelts are best suited for these two Six Sigma team functions.
What are TEAM LEADER and TEAM MEMBER?
This is a popular way to select the most popular or potentially most important items from a previously generated list.
What is MULTIVOTING?
Whiteley wrote in 1991 that "____ of customers who leave a company, do so not because of the product quality, but because of the service quality."
What is 70%?
Customer value is made up of these four factors.
What are:
1. COST
2. QUALITY
3. FEATURES
4. AVAILABILITY
These are the four stages of team development.
What are: FORMING, STORMING, NORMING, and PERFORMING.
This Six Sigma role coordinates process improvement activities and monitors progress on a regular basis.
Who is the PROCESS OWNER/SPONSOR
_____ _______ is defined as helping find the source of the problem or meaning.
What is ACTIVE LISTENING?
The value of a _____ ________ is not measured on the basis of one gigantic purchase, but rather on his/her lifetime worth.
What is LOYAL CUSTOMER?
Basic, Expected, Desired, Unanticipated
What are the FOUR CUSTOMER EXPECTATIONS OF A PRODUCT?
This is the phase a team is in when:
- Members prioritize and perform work
- Members work out decisions in a caring way
- Conflict is accepted, but cooperation is preferred
- Team leader is a delegator
- Team exhibits a high-task/high-relationship style
What is OPTIMIZE?
This Six Sigma team role provides direction and suggests assignments.
Who is the TEAM LEADER?
This technique is facilitated or moderated and there is little to no communication between participants until all ideas have been exhausted
What is NOMINAL GROUP THINK?
The life cycle of a customer has these five stages.
What are:
1. ACQUISITION
2. RETENTION
3. ATTRITION
4. DEFECTION
5. REACQUISITION
This tool is often referred to as the "Voice of the Costomer" or the "House of Quality".
What is QUALITY FUNCTION DEPLOYMENT (QFD)?