Question 1
What is the Mean, Mode & Median for the data in Column 1, Data Set A?
a. Mean = 8.7, Mode = 8, Median = 7
b. Mean = 8.7, Mode = 7, Median = 8
c. Mean = 8, Mode = 8.7, Median = 7
d. Mean = 7, Mode = 7, Median = 8.7
e. Mean = 8, Mode = 8, Median = 7
ANSWER
Answer B
Formula:
Mean = Sum(x)/n = 8.7
Mode = Most frequent value = 7
Median = because sample is even (n=50), the median is the average of the (n/2)th and
((n/2)+1)th values in the sorted series = 8
Please reference Quantifying Process Variability for more information.
Question 2
A call center was experiencing customer complaints about time-on-hold and an
improvement team was formed to solve the problem. The manager of the call center joined
the team's first meeting and informed the team that their project would be short-lived
because the obvious solution to the time-on-hold problem was to add more phone lines.
With this advice as a basis, the team crafted a problem statement: "Additional phone lines
1
,are needed in order to reduce the average customer time-on-hold from 6.2 minutes to our
target of 45 seconds".
Which of the following best describes the problem statement?
a. The statement is too broad to be useful in the particular situation.
b. The statement contains a solution.
c. The statement is not related to the problem described above.
d. This is a good problem statement.
e. The statement does not fully define "time-on-hold".
ANSWER
Answer B
The problem statement dictates that the solution is "additional phone lines". Please
reference Project Charter for more information.
Question 3
What will a stakeholder analysis (RACI matrix) help the team do?
a. Narrow the project scope.
b. Reduce the likelihood of project roadblocks.
c. Choose effective team members.
d. Develop a focused problem statement.
e. Choose the most optimal project to pursue.
ANSWER
Answer B
2
,A stakeholder analysis is used to 1) identify those entities that will have influence on the
project, 2) identify the type of influence and 3) develop strategies to realize the positive
influences and reduce any roadblocks due to the negative influences. Please reference
Stakeholder Analysis - RACI Matrix for more information.
Question 4
When analyzing a process, which of the following terms represents the inputs?
a. f(X)
b. X
c. Y
d. Result
e. Cost
ANSWER
Answer B
f(X) is the Transfer Function; Y is the process output, also sometimes referred to as the
Result; Cost could be either an input or output. Please reference Input Determines Output
for more information.
Question 5
The fishbone diagram is used for which of the following?
a. To follow the movement of people in a process
b. To determine process capability
c. To categorize input variables that may be important
d. To prioritize the highest frequency problems
3
, e. To show the process flow
ANSWER
Answer C
Please reference Cause & Effect Diagram Toolset for more information.
Question 6
What is missing from the following Project Charter Business Case statement: "Process Cycle
Time must be reduced in order to meet customer requirements" ?
a. Team leader
b. Scope of project, including "included" and "not included"
c. Amount of improvement required and business impact
d. Measurement system to be used
e. Resources required
ANSWER
Answer C
The business case should state the level of improvement required, otherwise, there will be
no may to measure success. In addition, the economic impact should be included so that it
is clear why this project is a priority vs. something else.
Please reference Project Charter Toolset for more information.
Question 7
Which of the following is a use for a Pareto Chart?
4
What is the Mean, Mode & Median for the data in Column 1, Data Set A?
a. Mean = 8.7, Mode = 8, Median = 7
b. Mean = 8.7, Mode = 7, Median = 8
c. Mean = 8, Mode = 8.7, Median = 7
d. Mean = 7, Mode = 7, Median = 8.7
e. Mean = 8, Mode = 8, Median = 7
ANSWER
Answer B
Formula:
Mean = Sum(x)/n = 8.7
Mode = Most frequent value = 7
Median = because sample is even (n=50), the median is the average of the (n/2)th and
((n/2)+1)th values in the sorted series = 8
Please reference Quantifying Process Variability for more information.
Question 2
A call center was experiencing customer complaints about time-on-hold and an
improvement team was formed to solve the problem. The manager of the call center joined
the team's first meeting and informed the team that their project would be short-lived
because the obvious solution to the time-on-hold problem was to add more phone lines.
With this advice as a basis, the team crafted a problem statement: "Additional phone lines
1
,are needed in order to reduce the average customer time-on-hold from 6.2 minutes to our
target of 45 seconds".
Which of the following best describes the problem statement?
a. The statement is too broad to be useful in the particular situation.
b. The statement contains a solution.
c. The statement is not related to the problem described above.
d. This is a good problem statement.
e. The statement does not fully define "time-on-hold".
ANSWER
Answer B
The problem statement dictates that the solution is "additional phone lines". Please
reference Project Charter for more information.
Question 3
What will a stakeholder analysis (RACI matrix) help the team do?
a. Narrow the project scope.
b. Reduce the likelihood of project roadblocks.
c. Choose effective team members.
d. Develop a focused problem statement.
e. Choose the most optimal project to pursue.
ANSWER
Answer B
2
,A stakeholder analysis is used to 1) identify those entities that will have influence on the
project, 2) identify the type of influence and 3) develop strategies to realize the positive
influences and reduce any roadblocks due to the negative influences. Please reference
Stakeholder Analysis - RACI Matrix for more information.
Question 4
When analyzing a process, which of the following terms represents the inputs?
a. f(X)
b. X
c. Y
d. Result
e. Cost
ANSWER
Answer B
f(X) is the Transfer Function; Y is the process output, also sometimes referred to as the
Result; Cost could be either an input or output. Please reference Input Determines Output
for more information.
Question 5
The fishbone diagram is used for which of the following?
a. To follow the movement of people in a process
b. To determine process capability
c. To categorize input variables that may be important
d. To prioritize the highest frequency problems
3
, e. To show the process flow
ANSWER
Answer C
Please reference Cause & Effect Diagram Toolset for more information.
Question 6
What is missing from the following Project Charter Business Case statement: "Process Cycle
Time must be reduced in order to meet customer requirements" ?
a. Team leader
b. Scope of project, including "included" and "not included"
c. Amount of improvement required and business impact
d. Measurement system to be used
e. Resources required
ANSWER
Answer C
The business case should state the level of improvement required, otherwise, there will be
no may to measure success. In addition, the economic impact should be included so that it
is clear why this project is a priority vs. something else.
Please reference Project Charter Toolset for more information.
Question 7
Which of the following is a use for a Pareto Chart?
4
