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CSSYB Exam Questions And Correct Answers |100% Verified |Guaranteed Success | 2025 update, Exams of Advanced Education

Widener University - Delaware Advanced Education

Purpose of Six Sigma: • CORRECT ANSWER-To reduce variability While variability is inherent, organizations strive to keep it as low as possible in order to deliver products and services that meet or exceed customer expectations. Highly variable products and services result in poor quality, and the organization must spend money to correct the defect.

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Purpose of Six Sigma:

• CORRECT ANSWER-To reduce variability

While variability is inherent, organizations strive to keep it as low as possible in

order to deliver products and services that meet or exceed customer

expectations. Highly variable products and services result in poor quality, and the

organization must spend money to correct the defect.

What is a significant value of Six Sigma?

• CORRECT ANSWER-The real power of Six Sigma is the use of many parts or

elements of other methods that have been proven to work, in tandem with

managerial focus, to create an organizational network of activities that

support the efforts to continually improve all aspects of the organization, in

conjunction with standard accounting practices that demonstrate the

impact of continual improvement and variation reduction on the

organization's bottom line.

The DMAIC model stands for:

• CORRECT ANSWER-Define, measure, analyze, improve, and control

Who developed quality control charts in the 1920s to identify special causes

affecting processes and their outcomes?

• CORRECT ANSWER-Walter Shewhart -- a young engineer devised a technique

of using graphs to monitor a process in order to identify whether that process

was acting in a predictable manner or if what he termed special causes were

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Purpose of Six Sigma:

CORRECT ANSWER-To reduce variability While variability is inherent, organizations strive to keep it as low as possible in order to deliver products and services that meet or exceed customer expectations. Highly variable products and services result in poor quality, and the organization must spend money to correct the defect. What is a significant value of Six Sigma?
CORRECT ANSWER-The real power of Six Sigma is the use of many parts or elements of other methods that have been proven to work, in tandem with managerial focus, to create an organizational network of activities that support the efforts to continually improve all aspects of the organization, in conjunction with standard accounting practices that demonstrate the impact of continual improvement and variation reduction on the organization's bottom line. The DMAIC model stands for:
CORRECT ANSWER-Define, measure, analyze, improve, and control Who developed quality control charts in the 1920s to identify special causes affecting processes and their outcomes?
CORRECT ANSWER-Walter Shewhart -- a young engineer devised a technique of using graphs to monitor a process in order to identify whether that process was acting in a predictable manner or if what he termed special causes were

affecting the process. These charts became known as quality control charts (the p-chart was the first to be used). However, today we sometimes call them process behavior charts, as we want to look at what the process is doing in relation to statistical probabilities. Many other tools and techniques have been developed since then, known by a long list of names. The quality concept of Six Sigma was initiated by which company in the 1980s?

CORRECT ANSWER-Motorola -- After Motorola started promoting their Six Sigma methodology in the late 1980s, there have been many skeptical of its true value. Even Jack Welch of General Electric (GE) initially dismissed the idea of Six Sigma as a passing fad in the early 1990s. Once GE had a successful launch in one of its divisions though, Six Sigma quickly became a driving force in the mid to late 1990s spreading across various industries. What is the purpose of lean?
CORRECT ANSWER-The purpose of lean is to reduce waste in the value stream and to provide maximum value to our customers. A team wishing to mistake-proof the assembly of a new piece of equipment might choose which of the following?
CORRECT ANSWER-Poka-yoke -- A Japanese term for mistake-proofing or error-proofing; method used to prevent errors Which of the following is a "systematic approach in identifying and eliminating waste (non-value added activities) through continuous improvement by flowing the product at the pull of the customer in pursuit of perfection?
CORRECT ANSWER-Lean -- focuses on value-added expenditure of resources from the customer's viewpoint

Implementing change Ensuring that improvements are sustained Which level of Six Sigma Belts is responsible for facilitating Six Sigma methodologies, statistical tools, basic financial tools, change management, risk assessment, and project management activities?

CORRECT ANSWER-Black Company ABC has just partnered with company HAL to provide a new online information service. Which of the following would be the best team structure to assure success?
CORRECT ANSWER-Project -- project team is formed to achieve a specific mission. The project team's objective may be to create something new, such as a facility, product, or service. Which of the following types of team structures involves a broader spectrum of process responsibility and ownership?
CORRECT ANSWER-Self-directed (self-managed) -- groups of employees authorized to make a wide range of decisions about how they will handle issues. Often called high-performance work teams, these teams offer employees a broader spectrum of responsibility and ownership of a process What kind of team enables people from all over the globe to meet via teleconference and Internet tools?
CORRECT ANSWER-Virtual Which of the following is a common action exhibited during the norming stage of team growth?

CORRECT ANSWER-Reconciling competing loyalties and responsibilities -- accept the team, the team ground rules or "norms", their roles in the team, and the individuality of fellow member One of the things a team leader should do in a team's first meeting is:
CORRECT ANSWER-Define roles and responsibilities Frustration and resistance to the assigned task are a symptom of what stage of team growth?
CORRECT ANSWER-Storming -- most difficult stage for the team; storming includes these feelings - frustration and resistance to tasks and methods of work different from what each individual member is comfortable using During which stage of team development do members reconcile competing loyalties and responsibilities?
CORRECT ANSWER-Norming -- During this stage, members accept the team, the team ground rules or "norms", their roles and individual Given that a list of seven acceptable software tools has been researched for a new project implementation, which of the following tools should the team use to select the most desirable choice?
CORRECT ANSWER-Nominal Group Technique (NGT) -- structured process that identifies and ranks major problems or issues that need addressing. It can be used to identify the major strengths of a department or to make decisions by consensus when selecting problem solutions in a business. The facilitator of a brainstorming session should do which of the following?
CORRECT ANSWER-Solicit involvement from group members

Which of the following is an effective way to ensure that key decisions made and actions agreed to in team meetings are formally recorded?

CORRECT ANSWER-Minutes Meeting minutes are essential to ensure that key decisions made and the actions agreed on by the team members are formally recorded, and to keep team members accountable Should indicate the date/time of the completed meeting, meeting host, attendees, topics covered, decisions made, actions assigned (what, who, when), minutes reviewed and approved, and scribe name One might also include "parking lot" items that are pending detailed discussions Meeting minutes are important to project continuity When should the team review their project status and communicate with major stakeholders?
CORRECT ANSWER-At the end of each major step in their project or work plans Flowcharts are most effectively developed by:
CORRECT ANSWER-People involved in the process being studied This includes those who do work in the process: suppliers, customers, and supervisors Involve them in the actual flowcharting sessions by interviewing them before the sessions and/or by showing them the developing flowchart between work sessions and obtaining their feedback Which of the following tools is the most useful for viewing the frequency or number of observations of a specific set of data?
CORRECT ANSWER-Histogram -- graphic representation (bar chart) used to plot the frequency with which different values of a given variable occur; used to

examine existing patterns, identify range of variables, and suggest a central tendency in variables A cause-and-effect diagram is also known as a:

CORRECT ANSWER-Fishbone diagram Cause-and-effect diagram graphically illustrates the relationship between a given outcome and all the factors that influence the outcome (sometimes called Ishikawa diagram) Which of the following tools would be used to study observed data for trends or patterns over a specified period of time?
CORRECT ANSWER-Run chart -- reveals patterns in data over time such as cycles, trends, or changes in the average Which of the following basic quality tools is used to display what happens to one variable when another variable is changed?
CORRECT ANSWER-Scatter diagram -- chart in which one variable is plotted against another to determine whether there is a correlation between two variables Used to plot the distribution of information in two dimensions and useful in rapidly screening for relationship To display what happens to one variable when another variable is changed; to test a theory that two variables are related Slope of the diagram indicates the type of relationship that exists When collecting data on the frequency or patterns of events, problems, defects, defect locations, or defect causes, which of the following tools should be employed?
CORRECT ANSWER-Check sheet -- structured, prepared form for collecting and analyzing data

CORRECT ANSWER-Rolled throughput yield (RTY) -- applies to the yield from a series of processes and is found by multiplying the individual process yields Which of the following concepts describes costs incurred because things are not done right the first time and every time?
CORRECT ANSWER-Cost of poor quality -- way of studying a process's flowchart to identify potential problems When to use: When flowcharting a process, to be sure that cost-of-poor-quality activities are included After flowcharting a process, to identify a process, to identify problems, potential causes, and areas in which to concentrate improvement efforts Voice of the customer data gathering might include which of the following?
CORRECT ANSWER-Complaint logs VOC might include gathering and integrating survey data, focus group findings, lost customer analysis, lost bids analysis, warranty data, complaint logs and field reports and any other data and info that affect customer's purchasing and relationship decisions Disney World management asking attendees how Disney World could improve their visiting experience would be an example of:
CORRECT ANSWER-Customer research Goal of VOC is to achieve customer loyalty and to build customer relationships. Methods used to identify customers include which of the following?
CORRECT ANSWER-Tracking a product to delivery Methods to identify customers include: Brainstorming, SIPOC, Marketing analysis data

A sponsor would assign an improvement activity to a Six Sigma project team if the problem involved which of the following characteristics?

CORRECT ANSWER-Intense data analysis Problems involving extensive data analysis and improvements using designed experiments would likely be assigned to a Six Sigma team, while process improvement involving waste reduction might be assigned to a lean manufacturing team. A more experienced cross-functional Six Sigma team will likely be assigned a project with a high level of _______.
CORRECT ANSWER-Technical complexity and stakeholder risk When selecting a Six Sigma project, which of the following is the most critical characteristic?
CORRECT ANSWER-Saving the most bottom-line dollars A company that strives to reduce toxic emissions from its vehicles is directly addressing the needs of which customer group?
CORRECT ANSWER-Community Stakeholders are those who have a vested interest in the process and/or its products/outputs. Generally, stakeholders of an organization include customers, suppliers, employees, investors, and communities. Stakeholder interest and involvement with the process may change over time depending on economic, contractual, and other influences Which of the following stakeholders would be most directly impacted by a reduction of internal failures in a rental car call center?

A Six Sigma Yellow Belt member has been asked to develop a high-level description of a process, including the inputs and outputs. Which of the following tools should she employ?

CORRECT ANSWER-SIPOC When identifying the process, it is important to recognize that processes usually affect multiple departments and organizations. Crossing functional areas (departments) and organizations (suppliers, intercompany) can add challenges to an improvement project. The first step in recognizing the challenges is to understand the organizations and functional areas involved with the process. As noted, the SIPOC process can help in identifying these organizations and functional areas as process suppliers and customers. Which of the following is a component of the project charter?
CORRECT ANSWER-Project scope -- provides project limitations in terms of budget, time, and other resources A problem statement is defined as:
CORRECT ANSWER-The summation of what needs to be improved Statement of facts observed by the customer Includes what, who, when, where, and how many Also includes the goal of accomplishment or success factors An effective communications plan contains a communication protocol that addresses the following items:
CORRECT ANSWER-What, who, where, when, and how frequently Which of the following describes an update protocol (what, who, where, when, how, and how frequently), escalation procedure, escalation threshold (when to escalate), and feedback effectiveness verification for a Six Sigma process team?

CORRECT ANSWER-Communication plan A simple project may require daily or weekly meetings with project members meeting face-to-face or through virtual media to update the status of the project and discuss any new risks encountered A complex project may require a formal communication plan A Six Sigma project team has been formed and the team leader is conducting a brainstorming effort to develop a detailed project plan. Which of the following is a likely output of this brainstorming session?
CORRECT ANSWER-Work breakdown structure (WBS) -- consists of activities identified from start to finish. A graphical method for monitoring key activities and their duration is called a(n):
CORRECT ANSWER-Gantt chart In addition to key activities and duration, it shows task milestones and task relationships between predecessor and successor tasks. Effective project planning requires several qualitative, or behavioral, skills. Which of the following is one of those skills?
CORRECT ANSWER-Communication Effective project planning requires skills in the following areas: information processing, communication, resource negotiations, securing commitments, incremental and modular planning, assuring measurable milestones, facilitating top management involvement Which of the following is a technique for gathering and organizing large numbers of ideas or facts?
CORRECT ANSWER-Affinity diagram Taps the team's creativity and intuition Created in the 1960s by Japanese anthropologist Jiro Kawakita

ready to present to the project sponsors the magnitude of the performance gaps as well as a revised problem statement. A Six Sigma project team has reached a point during the define phase where they must seek sponsor approval for additional resources. Which of the following should they request from the sponsor?

CORRECT ANSWER-Milestone review Purpose of this periodic review is to ensure that project follows the necessary structure, deliverables are met, risks are anticipated and mitigated, project cost and time are closely monitored, and customers and other stakeholders are not negatively impacted. Another term for the centerline of a control chart is the:
CORRECT ANSWER-Mean -- measure of central tendency Measures of dispersion are used to understand the spread or variation in a process. Which of the following uses the extreme values of minimum and maximum to describe variability?
CORRECT ANSWER-Range -- measure of dispersion and calculated by subtracting the lowest value in the data set from the highest value. Which of the following is an example of attribute data?
CORRECT ANSWER-Cleanliness Attribute data is also known as discrete data. Discrete data result from counting the occurrence of events. Which of the following is a data collection method considered to have a low response rate?
CORRECT ANSWER-Survey -- used when a large sample of data needs to be collected. Inputs are quick and often the first instinct from the input provider.

Response rates are usually low, but the data are inexpensive to collect. The quality of the survey feedback can vary significantly based on how the survey was created. A team has been formed to determine the reason for the decrease in customer satisfaction in its gourmet cupcake store. The team would like to better understand the reason for the decline in customer satisfaction. Which of the following is the next step for the team?

CORRECT ANSWER-Develop a data collection plan A data collection plan is used to organize and provide rigor in the data collection process. Most data collection plans contain the following information:

What to measure
How to measure
When to measure
Where to measure
Who will measure
A sampling plan A data collection plan is used during the _______ phase of a Six Sigma project.

CORRECT ANSWER-Measure A sampling plan contains _____ , _______ , ________ , and ________.
CORRECT ANSWER-What, where, when, how many Quantitative measurements can be gained from which of the following information gathered by a company's supplier relations department?
CORRECT ANSWER-Results from formal, ongoing supplier surveys Quantitative measures can be obtained from a number of sources, including product data, corrective actions (quality), cost, and service (delivery). Surveys are

A Six Sigma team designed a quality survey containing five questions. One of the questions has two responses: "Yes" or "No". Which of the following represents this type of data?

CORRECT ANSWER-Categorical variables -- represent a type of data that may be divided into groups Qualitative and can be expressed in descriptive words Certain process measures are expressed only in qualitative data, such as consumer experience and perceptions A check sheet was designed to track the frequency of occurrence of the use of three colors of paint in an automotive paint shop. Which of the following best represents this type of data and the measurement scale?
CORRECT ANSWER-Qualitative, nominal Nominal measurement scale (pg. 99) A Six Sigma team has formed to address increasing wait times in a hospital's emergency room services. One of the types of data the team has decided to collect is customer feedback. Which of the following techniques would be the best method for collecting this data?
CORRECT ANSWER-Survey A large insurance company is designing a new online application process. The assigned project team would like to gather input from existing and future customers. Which of the following would be the best method for collecting this data?
CORRECT ANSWER-Focus groups In this method, a group of individuals is assembled to obtain perceptions, thoughts, beliefs, and opinions about a product or service. It is similar to the face- to-face interview in that the interview may be able to obtain direct feedback.

However, the interactions between the focus group participants may be skewed by the dominant participants. Having an experienced moderator will help obtain unbiased feedback. A Six Sigma project team is in the analyze phase and is ready to collect data to determine what types of errors are occurring during the admission process in a local emergency room. A simple random sample of applications has been collected for review of missing or incorrect fields. Which of the following is the best data collection method for this review?

CORRECT ANSWER-Checklist -- has a standard set of items/questions that are required to be verified/answered for a process or product As an example, an equipment technician uses a maintenance checklist to go over a list of items and confirm each item's fitness for use. A banking company implemented a Six Sigma strategy with a goal of improving performance over the next 3-5 years. An initial step was to obtain cycle time data from multiple sites. The data existed in the data warehouse but needed to be extracted through an ad hoc report. Which type of data collection method is best for obtaining this data?
CORRECT ANSWER-Automatic data capture -- real-time data capture This may be expensive to set up due to interfacing the hardware and software with the source where the data are generated. This prevents errors in the data and the associated cost of correcting the errors, and also prevents wrong decisions made from erroneous data. One of the main advantages of automatic data capture is the availability of the data when taking action. There is no time lag between data collection and availability. This may be important when risks are high such as in finance, healthcare, and security management. (E.g. alerting a customer when fraud has been detected on account)

CSSYB Exam Questions And Correct Answers |100% Verified |Guaranteed Success | 2025 update, Exams of Advanced Education

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Download CSSYB Exam Questions And Correct Answers |100% Verified |Guaranteed Success | 2025 update and more Exams Advanced Education in PDF only on Docsity!

CSSYB Exam Questions And Correct

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