Define Phase

Question 1

Hard Savings

Answer 1

tangible, bottom line results
o Reduction in budget from baseline
o Reinvested back in the business
o Net revenue
o Working capital/cash flows

Question 2

Soft Savings

Answer 2

o Cost avoidance
 Eliminates or reduces items in budget marked for future spending
o Increased capacity
 Unused capacity or doing more work with same resources

Question 3

False

Answer 3

Saving a bit of time for a process and multiplying by the number of people in role

Question 4

SMART Goals

Answer 4

• Specific: Clearly defined
• Measurable: goal set and agreed upon
• Achievable: team believes it is doable
• Relevant: important to the business
• Time: Set timeframe by when it will be complete

Question 5

Problem Statement

Answer 5

o Address the questions
 WHAT – what is happening that is a problem/opportunity?
 WHERE – where is it occurring?
 HOW MUCH – How “big” or frequent is it?
 WHEN – When did it start?
 IMPACT – What is the impact?
 HOW DO YOU KNOW – How did you recognize that it was happening?
 WHO WINS – What is the anticipated benefit of solving this problem?

Question 6

Project Charter

Answer 6

• Living document that will be updated throughout the DMAIC process
• Defines the team’s mission
• Developed in conjunction with the champion

Question 7

o Formal meeting
o Review of DMAIC phase findings
o Outcome: approval to move to the next phase or request to go back and explore further

Answer 7

Tollgate Reviews

Question 8

SIPOC

Answer 8

Supplier, Input, Process, Output, Customer

Question 9

Kano Analysis

Answer 9

Basic: minimum requirements
Performance: nice to have
Delight: it goes above and beyond expectations

Question 10

Balanced scorecard

Answer 10

Financial
Customer
Internal business processes
Learning and growth