1 of 138
Term
What is the primary purpose of Lean Six Sigma?
A) Develop clear quality standards that can be understood by
everyone.
B) Provide better training to the people involved in process
improvement efforts.
C) Improve profitability and/or other key performance metrics.
D) Determine the number of opportunities for a defect to be
produced.
E) Provide a better structure for process improvement.
Give this one a try later!
Answer C Answer B
Answer E Answer A
, Don't know?
2 of 138
Term
Which of the following statements accurately reflects the Kano
model?
A. Over time, Basic Quality characteristics tend to become
Performance Quality characteristics.
B. Over time, Excitement Quality characteristics tend to become
Basic Quality requirements.
C. Basic Quality characteristics have a greater capacity to create
satisfaction than Performance Quality characteristics.
D. Basic Quality characteristics have a greater capacity to create
satisfaction than Excitement Quality characteristics.
E. The farther the measurement from the target, the greater the
waste.
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Answer B Answer C
Answer D Answer E
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3 of 138
,Term
National Fiduciary Guaranty Bank has been losing market share in
home mortgage lending over the last several years. Surveys indicate
very low customer satisfaction ratings for the home mortgage
process. The bank recently chartered a Lean Six Sigma team to
address the performance problem. The team has examined several
process factors, including loan pricing, credit requirements, loan
closing cycle-time and employee training as they relate to customer
satisfaction and new loan volume. Which of the following are
potential key process inputs in the bank's home mortgage business?
A) Customer Satisfaction, Credit Requirements, Historical Loan
Closing Cycle-Time
B) Loan Pricing, Employee Training, Customer Satisfaction
C) Loan Pricing, Credit Requirements, Employee Training
D) Credit Requirements, New Loan Volume, Customer Satisfaction
E) Historical Loan Closing Cycle-time, Customer Satisfaction,
Employee Training
Give this one a try later!
Answer C Answer D
Answer E Answer B
Don't know?
4 of 138
Term
, Which of the following is NOT a benefit of the Corrective Action
Matrix?
A) Communicate who is responsible to implement actions.
B) Communicate when actions are due to be implemented.
C) Identify relationships between corrective actions.
D) Track status relative to target implementation date.
E) Communicate effectiveness of each action
Give this one a try later!
Answer E Answer B
Answer C Answer A
Don't know?
5 of 138
Term
What would an appropriate significance level (alpha level) for a
hypothesis test be on an issue where the severity of a type I error is
high (like a critical customer centric IVR (Interactive Voice Response)
system could crash)?
A. 0.500
B. 0.001
C. 0.995
D. 0.999
E. 0.750
Term
What is the primary purpose of Lean Six Sigma?
A) Develop clear quality standards that can be understood by
everyone.
B) Provide better training to the people involved in process
improvement efforts.
C) Improve profitability and/or other key performance metrics.
D) Determine the number of opportunities for a defect to be
produced.
E) Provide a better structure for process improvement.
Give this one a try later!
Answer C Answer B
Answer E Answer A
, Don't know?
2 of 138
Term
Which of the following statements accurately reflects the Kano
model?
A. Over time, Basic Quality characteristics tend to become
Performance Quality characteristics.
B. Over time, Excitement Quality characteristics tend to become
Basic Quality requirements.
C. Basic Quality characteristics have a greater capacity to create
satisfaction than Performance Quality characteristics.
D. Basic Quality characteristics have a greater capacity to create
satisfaction than Excitement Quality characteristics.
E. The farther the measurement from the target, the greater the
waste.
Give this one a try later!
Answer B Answer C
Answer D Answer E
Don't know?
3 of 138
,Term
National Fiduciary Guaranty Bank has been losing market share in
home mortgage lending over the last several years. Surveys indicate
very low customer satisfaction ratings for the home mortgage
process. The bank recently chartered a Lean Six Sigma team to
address the performance problem. The team has examined several
process factors, including loan pricing, credit requirements, loan
closing cycle-time and employee training as they relate to customer
satisfaction and new loan volume. Which of the following are
potential key process inputs in the bank's home mortgage business?
A) Customer Satisfaction, Credit Requirements, Historical Loan
Closing Cycle-Time
B) Loan Pricing, Employee Training, Customer Satisfaction
C) Loan Pricing, Credit Requirements, Employee Training
D) Credit Requirements, New Loan Volume, Customer Satisfaction
E) Historical Loan Closing Cycle-time, Customer Satisfaction,
Employee Training
Give this one a try later!
Answer C Answer D
Answer E Answer B
Don't know?
4 of 138
Term
, Which of the following is NOT a benefit of the Corrective Action
Matrix?
A) Communicate who is responsible to implement actions.
B) Communicate when actions are due to be implemented.
C) Identify relationships between corrective actions.
D) Track status relative to target implementation date.
E) Communicate effectiveness of each action
Give this one a try later!
Answer E Answer B
Answer C Answer A
Don't know?
5 of 138
Term
What would an appropriate significance level (alpha level) for a
hypothesis test be on an issue where the severity of a type I error is
high (like a critical customer centric IVR (Interactive Voice Response)
system could crash)?
A. 0.500
B. 0.001
C. 0.995
D. 0.999
E. 0.750
