, Question 1
A unit's VOC analysis reveals that customer satisfaction scores are high, but
the complaint rate has doubled. Which data integration approach best resolves
this paradox?
A. Weight satisfaction scores more heavily because they are quantitative.
B. Triangulate satisfaction data with complaint narratives and operational
metrics to uncover latent issues.
C. Conduct a new survey with a larger sample to validate the satisfaction
scores.
D. Assume the complaint rate is an outlier and focus on maintaining
satisfaction scores.
Correct Answer: B - Triangulate satisfaction data with complaint
narratives and operational metrics to uncover latent issues.
RATIONALE
Triangulation combines multiple data sources to reveal inconsistencies
and root causes, which is essential when quantitative and qualitative
data conflict. Weighting scores or ignoring complaints overlooks
valuable insights, and a larger survey may not address the underlying
disconnect.
Question 2
During Hoshin Kanri deployment, a mid-level objective is not aligned with the
organization's strategic goal. What is the most effective corrective action?
A. Adjust the mid-level objective to directly support the strategic goal
through catchball.
B. Remove the mid-level objective to avoid conflict.
C. Escalate the misalignment to senior leadership for resolution.
D. Allow the objective to continue, as it may still contribute indirectly.
Correct Answer: A - Adjust the mid-level objective to directly
support the strategic goal through catchball.
Page 2
, RATIONALE
Catchball is a collaborative process to align objectives at all levels,
ensuring vertical and horizontal coherence. Removing the objective or
escalating without attempting alignment undermines ownership, and
allowing misalignment risks strategic drift.
Question 3
A Gemba walk reveals that operators are using a workaround that deviates
from the standard process. What is the most appropriate first step?
A. Immediately enforce the standard process to ensure compliance.
B. Ask operators why they use the workaround to understand the root
cause.
C. Document the workaround as a new standard process.
D. Report the deviation to upper management for disciplinary action.
Correct Answer: B - Ask operators why they use the workaround
to understand the root cause.
RATIONALE
In Go and See, understanding why deviations occur is critical before
taking action. Enforcing compliance without inquiry may miss
systemic issues, while adopting the workaround without analysis
could perpetuate inefficiencies. Reporting for discipline stifles open
communication.
Question 4
Which tool is most effective for translating VOC data into prioritized design
requirements?
A. Pareto chart
B. Quality Function Deployment (QFD) House of Quality
C. Control chart
D. Fishbone diagram
Page 3
, Correct Answer: B - Quality Function Deployment (QFD) House
of Quality
RATIONALE
QFD's House of Quality systematically maps customer requirements
to technical design characteristics, enabling prioritization. Pareto
charts identify frequent issues but not design translation, control charts
monitor stability, and fishbone diagrams explore causes.
Question 5
In strategic deployment, what is the primary purpose of the 'catchball' process?
A. To negotiate resource allocation among departments
B. To ensure bidirectional feedback and alignment of goals across
organizational levels
C. To finalize the strategic plan without further revisions
D. To assign individual performance ratings
Correct Answer: B - To ensure bidirectional feedback and
alignment of goals across organizational levels
RATIONALE
Catchball is a collaborative dialogue that aligns goals vertically and
horizontally by incorporating feedback from all levels. It is not merely
resource negotiation, plan finalization, or performance rating, though
it may inform those activities.
Question 6
A VOC survey uses a 5-point Likert scale, but responses cluster at the
extremes. What does this distribution most likely indicate?
A. The survey questions are ambiguous.
B. The sample size is too small.
C. The customer experience is polarized, with strong positive and
negative sentiments.
Page 4
A unit's VOC analysis reveals that customer satisfaction scores are high, but
the complaint rate has doubled. Which data integration approach best resolves
this paradox?
A. Weight satisfaction scores more heavily because they are quantitative.
B. Triangulate satisfaction data with complaint narratives and operational
metrics to uncover latent issues.
C. Conduct a new survey with a larger sample to validate the satisfaction
scores.
D. Assume the complaint rate is an outlier and focus on maintaining
satisfaction scores.
Correct Answer: B - Triangulate satisfaction data with complaint
narratives and operational metrics to uncover latent issues.
RATIONALE
Triangulation combines multiple data sources to reveal inconsistencies
and root causes, which is essential when quantitative and qualitative
data conflict. Weighting scores or ignoring complaints overlooks
valuable insights, and a larger survey may not address the underlying
disconnect.
Question 2
During Hoshin Kanri deployment, a mid-level objective is not aligned with the
organization's strategic goal. What is the most effective corrective action?
A. Adjust the mid-level objective to directly support the strategic goal
through catchball.
B. Remove the mid-level objective to avoid conflict.
C. Escalate the misalignment to senior leadership for resolution.
D. Allow the objective to continue, as it may still contribute indirectly.
Correct Answer: A - Adjust the mid-level objective to directly
support the strategic goal through catchball.
Page 2
, RATIONALE
Catchball is a collaborative process to align objectives at all levels,
ensuring vertical and horizontal coherence. Removing the objective or
escalating without attempting alignment undermines ownership, and
allowing misalignment risks strategic drift.
Question 3
A Gemba walk reveals that operators are using a workaround that deviates
from the standard process. What is the most appropriate first step?
A. Immediately enforce the standard process to ensure compliance.
B. Ask operators why they use the workaround to understand the root
cause.
C. Document the workaround as a new standard process.
D. Report the deviation to upper management for disciplinary action.
Correct Answer: B - Ask operators why they use the workaround
to understand the root cause.
RATIONALE
In Go and See, understanding why deviations occur is critical before
taking action. Enforcing compliance without inquiry may miss
systemic issues, while adopting the workaround without analysis
could perpetuate inefficiencies. Reporting for discipline stifles open
communication.
Question 4
Which tool is most effective for translating VOC data into prioritized design
requirements?
A. Pareto chart
B. Quality Function Deployment (QFD) House of Quality
C. Control chart
D. Fishbone diagram
Page 3
, Correct Answer: B - Quality Function Deployment (QFD) House
of Quality
RATIONALE
QFD's House of Quality systematically maps customer requirements
to technical design characteristics, enabling prioritization. Pareto
charts identify frequent issues but not design translation, control charts
monitor stability, and fishbone diagrams explore causes.
Question 5
In strategic deployment, what is the primary purpose of the 'catchball' process?
A. To negotiate resource allocation among departments
B. To ensure bidirectional feedback and alignment of goals across
organizational levels
C. To finalize the strategic plan without further revisions
D. To assign individual performance ratings
Correct Answer: B - To ensure bidirectional feedback and
alignment of goals across organizational levels
RATIONALE
Catchball is a collaborative dialogue that aligns goals vertically and
horizontally by incorporating feedback from all levels. It is not merely
resource negotiation, plan finalization, or performance rating, though
it may inform those activities.
Question 6
A VOC survey uses a 5-point Likert scale, but responses cluster at the
extremes. What does this distribution most likely indicate?
A. The survey questions are ambiguous.
B. The sample size is too small.
C. The customer experience is polarized, with strong positive and
negative sentiments.
Page 4
