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6 sigma methodologies > Define Phase > Flashcards

Define Phase Flashcards

1
Q

what are we defining

A

define the problem & process

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2
Q

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

A

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

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3
Q

SIPOC used to meet what requirement

A

VOC Voice of Customer

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4
Q

Define phases uses what type of charter

A

Project Charter

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5
Q

what graphical data analysis is used

A

Pareto, histogram, line graph

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6
Q

T/F VOC can only be external

A

False.

internal and external

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7
Q

most common VOC methods

A

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

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8
Q

Kano analysis is about the classification of product attributes

A

such a how they are perceived and the customers satisfaction

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9
Q

Kano model has 3 types of needs

A

excitement needs, performance needs, basic needs

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10
Q

basic needs mean

A

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

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11
Q

performance needs means

A

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

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12
Q

excitement needs means

A

extreme delighters

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13
Q

BPM consists of what parts

A

scorecard, KPI, & customer loyalty

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14
Q

balance scorecard contains

A

financial, customer, internal business process, learning/growth

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15
Q

T/F KPI classified as financial and non financial

A

TRUE

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16
Q

These organizations define_____ as

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

A

KPI

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17
Q

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

A

Financial

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18
Q 
which KPI would these be under: 
Customer Satifisfaction
Retention Rates
Referral Rates
Quality
On-time
A

Customer

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19
Q 
which KPI would these be under: 
Defect rates
cycle time
throughput rates
quality
On0-time delivery rates
A

Internal Business processes

20
Q 
which KPI would these be under: 
Employee satisfaction
Employee turnover rate
absentee rate
percentage internal promotions
A

Learning and growth

21
Q

CTQ Critical to Quality uses key measurable

A

characteristics of a product or service

22
Q

CTQ has 4 elements

A

output
y Metric
Target
Specification/tolerance limits

23
Q

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

identify the output characteristic

A

“responsiveness”

24
Q

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

Identify the CTQ measure

A

Y metric - 48 hours the turn around time

25
Q

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

Identify the CTQ specification

A

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

26
Q

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

identify the CTQ target

A

no email should be delayed after 24 hours

27
Q

Product or Service

competence
understanding
responsiveness
access
timeliness
reliability
accuracy
security
courtesy
communication
credibilty
A

Service

28
Q

product or Service

performance
features
conformance
completeness
timeliness
reliability
servicabilty
durability
aesthetics
reputation
A

product

29
Q 
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

A

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

30
Q

CTQ Data collection:

How do we collect the data around the VOC to translate it into a CTQ?

A

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

31
Q

Use this format to translate VOC to CTQ.

A

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

32
Q

Which translation is this?

“I get invoices at different times each month”

A

VOC

33
Q

Which translation is this?

“Consistent monthly bill” -Accuracy

A

Service/Quality Issues

34
Q

Which translation is this?

“Customer receives bill on the same date each month.”

A

Specific need

35
Q

Which translation is this?

“Invoicing cycle time”

A

Project Y output characteristic

36
Q

Cost of Poor Quality (COPQ) 4 categories

A

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

37
Q

which type of COPQ is this

quality control planning
training 
preventative
housekeeping
new product reviews
(tool supplier, tool safety procedure testing)
A

Prevention Costs

38
Q

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

A

False.

0

39
Q

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

A

Appraisal Costs

40
Q 
which type of COPQ is this 
(inside)
Scrap
rework
material review
equipment downtime
re-testing
(Sub station inspection, quality steps, tool audit review)
A

Internal Failure Costs

41
Q 
which type of COPQ is this 
(outside)
warranty 
complaints,
returned products
(extended warranty, product recall refunds)
A

External Failure Costs

42
Q

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

A

Prevention cost

43
Q

Explain the 1-10-100 rule

A

Prevention

44
Q

T/F

1 unit cost of prevention, saves 10 units of correction, & 100 units of failure costs

A

TRUE

45
Q

Which method does COPQ use

A

Iceberg method

6 sigma methodologies (13 decks)

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