Define Phase

Question 1

what are we defining

Answer 1

define the problem & process

Question 2

Critical of Quality CTQ uses what type of metrics to determine the needs of the customer

Answer 2

KPI, Cost of Poor Quality (COPQ), Pareto Chart, & Project metrics

Question 3

SIPOC used to meet what requirement

Answer 3

VOC Voice of Customer

Question 4

Define phases uses what type of charter

Answer 4

Project Charter

Question 5

what graphical data analysis is used

Answer 5

Pareto, histogram, line graph

Question 6

T/F VOC can only be external

Answer 6

False.

internal and external

Question 7

most common VOC methods

Answer 7

surveys, interviews, focus groups, observation posts, mystery shopping, market research, staff feedback, live chat, social media, net promoter score

Question 8

Kano analysis is about the classification of product attributes

Answer 8

such a how they are perceived and the customers satisfaction

Question 9

Kano model has 3 types of needs

Answer 9

excitement needs, performance needs, basic needs

Question 10

basic needs mean

Answer 10

customer requirements that must be included. by themselves they cant fully satisfy a customer but without them it can cause dissatisfaction

Question 11

performance needs means

Answer 11

these are not necessary but increase the customer enjoyment of the service or product ex) giving the customer a drink after greeting them

Question 12

excitement needs means

Answer 12

extreme delighters

Question 13

BPM consists of what parts

Answer 13

scorecard, KPI, & customer loyalty

Question 14

balance scorecard contains

Answer 14

financial, customer, internal business process, learning/growth

Question 15

T/F KPI classified as financial and non financial

Answer 15

TRUE

Question 16

These organizations define_____ as

quantitative, measurable, goal based, process based, strategy based, time bound

Answer 16

KPI

Question 17

which KPI would these be under:
ROI
Return on Equity
Economic value added

Answer 17

Financial

Question 18

which KPI would these be under: 
Customer Satifisfaction
Retention Rates
Referral Rates
Quality
On-time

Answer 18

Customer

Question 19

which KPI would these be under: 
Defect rates
cycle time
throughput rates
quality
On0-time delivery rates

Answer 19

Internal Business processes

Question 20

which KPI would these be under: 
Employee satisfaction
Employee turnover rate
absentee rate
percentage internal promotions

Answer 20

Learning and growth

Question 21

CTQ Critical to Quality uses key measurable

Answer 21

characteristics of a product or service

Question 22

CTQ has 4 elements

Answer 22

output
y Metric
Target
Specification/tolerance limits

Question 23

“I have to wait 48 hours to get a reply to a single email”

identify the output characteristic

Answer 23

“responsiveness”

Question 24

“I have to wait 48 hours to get a reply to a single email”

Identify the CTQ measure

Answer 24

Y metric - 48 hours the turn around time

Question 25

"I have to wait 48 hours to get a reply to a single email" Identify the CTQ specification

Answer 25

make it less that 24 hours (find the company policy to find defects.)

Question 26

"I have to wait 48 hours to get a reply to a single email" identify the CTQ target

Answer 26

no email should be delayed after 24 hours

Question 27

Product or Service ``` competence understanding responsiveness access timeliness reliability accuracy security courtesy communication credibilty ```

Answer 27

Service

Question 28

product or Service ``` performance features conformance completeness timeliness reliability servicabilty durability aesthetics reputation ```

Answer 28

product

Question 29

``` translation process of VOC to CTQ Step 1. Step 2. Step 3. Step 4. ``` A. Listening to customers B. Translating VOCs to CTQs C. Developing customer focused business strategy D. Developing measure and indicators

Answer 29

Step 1. C. Developing customer focused business strategy Step 2. A. Listening to customers Step 3. B. Translating VOCs to CTQs Step 4. D. Developing measure and indicators

Question 30

CTQ Data collection: | How do we collect the data around the VOC to translate it into a CTQ?

Answer 30

determine how much customer data is already available in the organization.

Question 31

Use this format to translate VOC to CTQ.

Answer 31

VOC, Service/Quality, Specific Needs Statement, Project Y

Question 32

Which translation is this? | "I get invoices at different times each month"

Answer 32

VOC

Question 33

Which translation is this? | "Consistent monthly bill" -Accuracy

Answer 33

Service/Quality Issues

Question 34

Which translation is this? | "Customer receives bill on the same date each month."

Answer 34

Specific need

Question 35

Which translation is this? | "Invoicing cycle time"

Answer 35

Project Y output characteristic

Question 36

Cost of Poor Quality (COPQ) 4 categories

Answer 36

prevention costs, appraisal costs, internal failure & external failure costs

Question 37

which type of COPQ is this ``` quality control planning training preventative housekeeping new product reviews (tool supplier, tool safety procedure testing) ```

Answer 37

Prevention Costs

Question 38

T/F The goal of COPQ is to have it at 100% It looks at the loss of profit resulting from errors/defects or variations

Answer 38

False. | 0

Question 39

which type of COPQ is this measuring evaluating products to make sure they up to standard testing, VOC, reviews, survey

Answer 39

Appraisal Costs

Question 40

``` which type of COPQ is this (inside) Scrap rework material review equipment downtime re-testing (Sub station inspection, quality steps, tool audit review) ```

Answer 40

Internal Failure Costs

Question 41

``` which type of COPQ is this (outside) warranty complaints, returned products (extended warranty, product recall refunds) ```

Answer 41

External Failure Costs

Question 42

Which cost should take priority and cost less in case of a defect than to correct it

Answer 42

Prevention cost

Question 43

Explain the 1-10-100 rule

Answer 43

Prevention

Question 44

T/F | 1 unit cost of prevention, saves 10 units of correction, & 100 units of failure costs

Answer 44

TRUE

Question 45

Which method does COPQ use

Answer 45

Iceberg method