Week 3: Quality and Monitoring

Question 1

What is the Kano analysis model?

Answer 1

A model that measures customer delight vs. implementation investment (satisfaction vs. functionality)

Question 2

What are the levels of quality in the six sigma framework?

Answer 2

• Dissatisfiers (Must be’s, unspoken)
  
  • Expected (threshold) features of a product or service
• Satisfiers (One-dimensional, spoken)
  
  • Standard features that increase or decrease satisfaction by their degree (cost/price, ease of use, speed)
• Delighters (excited by, unspoken)
  
  • Unexpected features or characteristics that impress customers and earn the company “extra credit.”

Question 3

In six sigma, what are defects?

Answer 3

Anything outside a requirement

Question 4

What are the main drivers of good quality?

Answer 4

• Process (Efficiency, effectiveness)
• Measurements (KPIs and CTQs)
• People (everyone is responsible and accountable)
• Systems (low defect rates, good performance)

Question 5

What is the key characteristic of a CTQ?

Answer 5

It is quantitative, can measure your quality driver

Question 6

What is the flow of a CTQ tree?

Answer 6

Start with a qualitative VoC/VoB/VoE (what is the need) –> What is the quality driver? (Is it less waiting time? More pleasant staff?) –> End with a quantitative measure (performance requirement)

Question 7

What are the 4 step to monitoring?

Answer 7

1) Measure
2) Visualist
3) Analyse
4) Report

Question 8

Under the “Visualisation” stage, what does red, amber and green mean?

Answer 8

• Failure (Red): A process has failed and could not be recovered. Immediate action is required
• Warnings (Amber): There may not be a problem or something failed but has recovered. Not an immediate problem but needs to be investigated.
• Success (Green): A process has completed successfully. No action required. Useful data for regular review.