MGSC 485 Exam 1 Questions and Answers Solved Correctly
DMAIC - Answers Define, Measure, Analyze, Improve, Control
project scoping - Answers project planning that involves determining and documenting a list of specific
project goals, deliverables, features, functions, tasks, deadlines, and ultimately costs. In other words, it
is what needs to be achieved and the work that must be done to deliver a project.
DMAIC project-team approach - Answers - longer project duration
- team members work on project part-time
- all members are involved in each phase
DMAIC kaizen approach - Answers - rapid project duration
- intense DMAIC progress
- team members' work-time fully devoted to project
- Define and Measure have preparation before DMAIC starts
2 indicators that you should follow all of DMAIC - Answers 1) the problem is complex
2) the solution risks are high
5 steps of DEFINE - Answers 1) Define the Business Case (5 Ws, SMART, statements)
2) Understand the Customer (VOC, Kano, CTQs)
3) Define the Process (SIPOC, process mapping)
4) Manage the Project (stakeholder analysis, storyboard, parking lot)
5) Gain Project Approval (project charter)
5 Whys (Ws) - Answers 1) Who does the problem affect?
2) What are the boundaries of the problem? What is the problem? etc.
3) When does the issue occur? When does it need to be fixed?
4) Where is the issue occurring?
5) Why is it important that we fix the problem?
SMART - Answers Specific, Measurable, Achievable, Realistic, Time
VOC - Answers Voice of Customer = captures customer's specs for a product or service. we are trying to
capture value which is NOT (price, performance, cost, quality)
, CTQ - Answers Critical to Quality = key measurable characteristics of a product or process whose
performance standards or specification limits must be met in order to satisfy the customer
Kano analysis - Answers states that there are 4 types of customer reactions to product characteristics
(like them, neutral, don't care, don't like them). We use these to evaluate a project's potential outcome
attributes
delighter - Answers surprise factor. a factor the customer doesn't expect. Typically used to delight the
customer and make the customer have a fantastic experience (cherry on top)
satisfier - Answers the 'more is better' factors. The things that are necessary to deliver good service.
these are a given. They can also be competitive advantages (a jet airliner that uses a little less fuel than
the competition)
disatisfier - Answers things that cause your customer to not like the service/product.
SIPOC - Answers A chart to provide a broad overview of the key elements in the process. Supplier,
Inputs, Outputs, Customer
Requirements tree - Answers diagram that illustrates: the need--> drivers--> requirements--> metrics-->
specs
stakeholder analysis - Answers chart: y axis = influence/power of stakeholders. How much their job is
involved in the project. x axis = interest of stakeholders. How interested are they in the results?
process mapping - Answers Providing a picture of the steps needed to accomplish a task. Activities
involved in defining what a business entity does, who is responsible, to what standard a business
process should be completed, and how the success of a business process can be determined
project charter - Answers displays the: process, project description, objective, business cases, team
members, project scope, benefits to customers, schedule, and support required
storyboard - Answers The storyboard is a document, in electronic form (ppt), which summarizes project
progress. It is normally expected that this storyboard be kept up-to-date with the latest developments
as a project moves through its phases.
6 steps in MEASURE - Answers 1) develop process measures (statistics, operational definitions)
2) collect process data (data collection, check sheets, sampling)
3) Check the data quality (kappa analysis, MSA)
4) Understand process behavior (distributions, 1st pass analysis, runs test)
5) baseline process capability and potential (cp, cpk, k-sigma, DPMO)
DMAIC - Answers Define, Measure, Analyze, Improve, Control
project scoping - Answers project planning that involves determining and documenting a list of specific
project goals, deliverables, features, functions, tasks, deadlines, and ultimately costs. In other words, it
is what needs to be achieved and the work that must be done to deliver a project.
DMAIC project-team approach - Answers - longer project duration
- team members work on project part-time
- all members are involved in each phase
DMAIC kaizen approach - Answers - rapid project duration
- intense DMAIC progress
- team members' work-time fully devoted to project
- Define and Measure have preparation before DMAIC starts
2 indicators that you should follow all of DMAIC - Answers 1) the problem is complex
2) the solution risks are high
5 steps of DEFINE - Answers 1) Define the Business Case (5 Ws, SMART, statements)
2) Understand the Customer (VOC, Kano, CTQs)
3) Define the Process (SIPOC, process mapping)
4) Manage the Project (stakeholder analysis, storyboard, parking lot)
5) Gain Project Approval (project charter)
5 Whys (Ws) - Answers 1) Who does the problem affect?
2) What are the boundaries of the problem? What is the problem? etc.
3) When does the issue occur? When does it need to be fixed?
4) Where is the issue occurring?
5) Why is it important that we fix the problem?
SMART - Answers Specific, Measurable, Achievable, Realistic, Time
VOC - Answers Voice of Customer = captures customer's specs for a product or service. we are trying to
capture value which is NOT (price, performance, cost, quality)
, CTQ - Answers Critical to Quality = key measurable characteristics of a product or process whose
performance standards or specification limits must be met in order to satisfy the customer
Kano analysis - Answers states that there are 4 types of customer reactions to product characteristics
(like them, neutral, don't care, don't like them). We use these to evaluate a project's potential outcome
attributes
delighter - Answers surprise factor. a factor the customer doesn't expect. Typically used to delight the
customer and make the customer have a fantastic experience (cherry on top)
satisfier - Answers the 'more is better' factors. The things that are necessary to deliver good service.
these are a given. They can also be competitive advantages (a jet airliner that uses a little less fuel than
the competition)
disatisfier - Answers things that cause your customer to not like the service/product.
SIPOC - Answers A chart to provide a broad overview of the key elements in the process. Supplier,
Inputs, Outputs, Customer
Requirements tree - Answers diagram that illustrates: the need--> drivers--> requirements--> metrics-->
specs
stakeholder analysis - Answers chart: y axis = influence/power of stakeholders. How much their job is
involved in the project. x axis = interest of stakeholders. How interested are they in the results?
process mapping - Answers Providing a picture of the steps needed to accomplish a task. Activities
involved in defining what a business entity does, who is responsible, to what standard a business
process should be completed, and how the success of a business process can be determined
project charter - Answers displays the: process, project description, objective, business cases, team
members, project scope, benefits to customers, schedule, and support required
storyboard - Answers The storyboard is a document, in electronic form (ppt), which summarizes project
progress. It is normally expected that this storyboard be kept up-to-date with the latest developments
as a project moves through its phases.
6 steps in MEASURE - Answers 1) develop process measures (statistics, operational definitions)
2) collect process data (data collection, check sheets, sampling)
3) Check the data quality (kappa analysis, MSA)
4) Understand process behavior (distributions, 1st pass analysis, runs test)
5) baseline process capability and potential (cp, cpk, k-sigma, DPMO)
