Choose the best answer:
Question 1 of 30
As we consider process improvement efforts, when we identify the needs and requirements of our users, we are gathering which of the following?
A
Voice of the Process (VOP)
B
Voice of the Business (VOB)
C
Voice of the Employee (VOE)
D
Voice of the Customer (VOC)
Question 2 of 30
A landscaping company has several trucks that are filled with tools, and some of those tools are rarely used. For the company, having unnecessary tools means it takes longer to find the tool that is needed for a particular job. After fixing this problem, they would have satisfied which of the following 5S principles?
A
Set in Order
B
Sort
C
Standardize
D
Shine
Question 3 of 30
The cost of poor quality is the financial impact of our defects. Which of the following would be classified as a hidden cost of poor quality?
A
Rework to correct defects
B
Penalties paid to the government
C
Loss of future sales
D
Returns by customers
Question 4 of 30
An online clothing store has a large warehouse from where they ship all their products. When an order is received, the sales department prints the order and delivers it to a member of the warehouse staff who picks and packs the order. The warehouse staff member then walks the shipment to the opposite end of the warehouse, where it is loaded onto a truck. What type of waste is best represented in this example?
A
Overprocessing
B
Inventory
C
Motion
D
Waiting
Question 5 of 30
A team is creating a process map. As they do so, they would use a rectangle to represent which of the following process elements?
A
Activity
B
Decision
C
Data
D
Start/End
Question 6 of 30
At an emergency room of a hospital, after a patient arrives and requests medical treatment, they typically have to wait 15 minutes before they see a doctor. Then, it takes the doctor and average of 45 minutes to treat that patient. In this case, what is the process cycle efficiency?
A
0.33
B
1.63
C
3.00
D
0.75
Question 8 of 30
A multinational car company has a reputation for producing cars that wear down faster than normal, and it is hurting their business. They know that they need to do better. After making several design improvements to address these concerns, they conduct a series of field tests on the new vehicles. They want to confirm that the new design results in longer-lasting vehicles. These tests are classified as which of the following types of quality costs?
A
Internal Failure
B
Prevention
C
Appraisal
D
External Failure
Question 9 of 30
A SIPOC diagram is used for which of the following?
A
Identifying outputs required by customers and inputs received from suppliers.
B
Visualizing the 20% of inputs that lead to 80% of defects.
C
Visualizing the causes of process problems or defects.
D
Estimating cost and schedule on a process improvement project.
Question 10 of 30
A _____ is considered an expert in all aspects of Lean Six Sigma. They offer training and support to other belts, and they provide advice to executives.
A
Black Belt
B
Process Owner
C
Executive Sponsor
D
Master Black Belt
Question 11 of 30
Within the accounting department of a large energy company, each month, several employees manually enter hundreds of invoices into a database that will be used to track payments to suppliers. As they input information, they enter the invoice the same way each time. In this case, the act of inputting information would be considered a:
A
Phase
B
Process
C
Product
D
Project
Question 12 of 30
To reach a sigma level of six ("six sigma"), there must be at least 3 standard deviations between the mean and a customer specification limit. It also signifies that our defects per million opportunities (DPMO) are less than or equal to 7.4.
A
True
B
False
Question 15 of 30
A failure modes and effects analysis (FMEA) is used for which of the following?
A
Visualizing the causes of process problems or defects.
B
Identifying outputs required by customers and inputs received from suppliers.
C
Predicting process breakdowns and identifying methods to prevent their occurrence.
D
Showing process steps along with process velocity and time.
Question 16 of 30
Process maps are prepared during the ______ phase of the DMAIC lifecycle.
A
Define
B
Analyze
C
Improve
D
Measure
Question 17 of 30
A medical technology company has been working to improve their process for testing new devices. At this point in the project, they are studying the process and documenting the "as is" state, which includes preparing a process flow diagram. What phase of the DMAIC lifecycle are they in?
A
Define
B
Improve
C
Analyze
D
Measure
Question 18 of 30
A medical technology company has been working to improve their process for testing new devices. At this point in the project, they are studying the process and documenting the "as is" state, which includes preparing a process flow diagram. What phase of the DMAIC lifecycle are they in?
A
Define
B
Improve
C
Analyze
D
Measure
Question 19 of 30
A technology company that sells tax software is evaluating their process for providing support to customers while they prepare their taxes. This support needs to be helpful for customers to ensure they continue using the software. In order to determine what customers need from this process, a belt distributes surveys to 200 customers. In this scenario, what is the belt collecting?
A
The Voice of the Customer (VOC)
B
The Cost of Poor Quality (COPQ)
C
Critical to Quality (CTQ) Characteristics
D
The Voice of the Business (VOB)
Question 21 of 30
A video game developer is reviewing its process for handling customer complaints in order to understand and improve customer satisfaction scores. They decide to frame their process in a formula that shows how various inputs affect the output. In this case, what would be the best way to represent that formula?
A
Resolved Customer Complaint = employee training + complaint volume + complaint type
B
Resolved Customer Complaint = f (complaint volume / hours of employee training)
C
Resolved Customer Complaint = 3 (employee training, complaint volume, complaint type)
D
Resolved Customer Complaint = f (employee training, complaint volume, complaint type)
Question 23 of 30
Which of the following is an example of a process?
A
Handling customer complaints at a call center
B
Renovating a retail store front
C
Designing a new cell phone
D
Installing custom cabinetry in a kitchen
Question 25 of 30
With lean, the goal is to eliminate waste in our processes. One type of waste, _____, refers to doing more work than the customer requires.
A
Inventory
B
Overprocessing
C
Overproduction
D
Motion
Question 26 of 30
A belt within a local government is preparing a cause-and-effect diagram for their process of distributing tax notifications. That diagram would include which of the following?
A
The controls used to prevent process failures.
B
The process inputs, and the suppliers that provide them.
C
A mapping of process steps along with process velocity and time.
D
A visual showing the sources of process problems or defects.
Next
Question 29 of 30
This 5S principle involves ensuring that related process steps are positioned close to each other.
A
Standardize
B
Set in Order
C
Sort
D
Shine
Question 30 of 30
A medical technology company has been working to improve their process for testing new devices. At this point in the project, they are studying the process and documenting the "as is" state, which includes preparing a process flow diagram. What phase of the DMAIC lifecycle are they in?
A
Define
B
Improve
C
Analyze
D
Measure