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Six Sigma

Subjects : certifications, six-sigma, business-skills

Instructions:

Answer 50 questions in 15 minutes.
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Match each statement with the correct term.
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This is a study tool. The 3 wrong answers for each question are randomly chosen from answers to other questions. So, you might find at times the answers obvious, but you will see it re-enforces your understanding as you take the test each time.

1. Pareto Analysis
The process of ranking opportunities to determine which of many potential opportunities should be pursued first.
A random variable that summarizes the information from the sample(s).
Vary two or more variables simultaneously - Multiple measurements are obtained under the same experimental conditions
F_alpha - df(tr) - df (error)

2. Does it ever make sense to accept a job when a process is incapable?
Sampling for SPC is done real time.
Pleasing to the senses.
Yes - when there are opportunities to improve - when contribution margin is adequate - when achieving market share is important.
Mean time to failure.

3. In the Service Quality Gap Model - what is Gap 5?
The gap between what customers expect and the service they receive.
Concluding there has not been an effect/change when there has.
= S x O x D S--> Severity O--> Occurrence D--> Detection Higher the number the worse it is
Mean time to failure.

4. Affinity Diagrams
Organize ideas into meaningful categories by recognizing their underlying similarity
System to reduce waste and optimize productivity through maintaining an orderly workplace and using visual cues to achieve more consistent operational results.
Inventory = throughput x flow time.
A systemized group of activities designed to 1. recognize and evaluate the potential failure of product/process and its effects 2. Identify actions which could eliminate or reduce the chance of potential failure ocurring 3. document the process

5. What are the Five Dimensions of Service Quality?
Rapid improvement process.
System to reduce waste and optimize productivity through maintaining an orderly workplace and using visual cues to achieve more consistent operational results.
Pleasing to the senses.
Reliability - Assurance - Responsiveness - Tangibles - Empathy

6. A process is operating "in control." Does this mean the customer's requirements are met?
= yij - y(bar)i --> value minus sum of that treatment (of row)
Fitness for use.
No -- only if the process is also capable.
Look to your customer - not to other firms. "You can always find someone shorter - fatter and balder!"

7. What quality guru emphasizes management as a system?
Deming.
Hold all input variables constant except one. Observe the response as you vary the single input.
Define - measure - analyze - improve - control.
Conformance to specifications.

8. What does Crosby say about benchmarking?
A systemized group of activities designed to 1. recognize and evaluate the potential failure of product/process and its effects 2. Identify actions which could eliminate or reduce the chance of potential failure ocurring 3. document the process
The gap between what management thinks customers want and what customers really want.
Inventory = throughput x flow time.
Look to your customer - not to other firms. "You can always find someone shorter - fatter and balder!"

9. Approximately what percent of a normal distribution falls between ± 3 standard deviations from the mean?
3.4 (assuming 1.5 sigma shift in the mean)
99.73%
Is the consequence of the failure.
A tool that shows the physical flows through a space.

10. Detection Criteria Ranking
Technical quality is the "what" of the service; functional quality is the "how."
What the value of the dependent variable is when the independent variable is zero.
10 if Almost impossible to detect
Plot the residuals vs. the fitted values (mean of each group - y(hat) = y (bar)i ) - Assumption of ____________not rejected if the dispersion of every group is approximately the same.

11. What are the three main categories of assignable cause?
Concluding there has not been an effect/change when there has.
The cycle time required to meet demand.
Workers - machines - materials.
Shifts - Trends - Repeating patterns - Correlation with known events

12. When Crosby said - "Quality is free -" what dimension of quality was he referring to?
A descending order-sorted bar chart with a cumulative percentage line.
Different types of defects are listed (used for Pareto chart)
No -- the variation also has to be random and "expected."
Conformance to specifications.

13. What is a Gage R&R?
A descending order-sorted bar chart with a cumulative percentage line.
A tools that is used to measure the amount of variation in the measurement system arising from the measurement device (repeatability) and the people taking the measurement (reproducibility).
5%
The House of Quality.

14. What is DPMO?
Attribute.
Defects Per Million Opportunities
The primary operating characteristics of a product.
Attribute

15. In a regression - what does the coefficient of the intercept tell you
Inventory = throughput x flow time.
What the value of the dependent variable is when the independent variable is zero.
The Japanese national quality award.
No -- the variation also has to be random and "expected."

16. What are the four categories of costs in Juran's framework?
Prevention - appraisal - internal failure - external failure.
The gap between what customers expect and the service they receive.
An interaction is defined as a dependence relationship between the response and the levels of two or more variables
The number of standard deviations some value is from the mean.

17. Creating a Run Chart
Quality planning - design review - education and training - process control - IS costs - quality reporting - improvement project costs - working with suppliers before production.
1) Plot a Line chart of the data in time sequence 2) Draw a line at the median
Hold all input variables constant except one. Observe the response as you vary the single input.
Another way to assess the significance of the analyzed factors is through a graphic procedure developed by C. Daniel when only one replicate (a single observation) was obtained:

18. One factor at a time (OFAT)
The cycle time required to meet demand.
No -- only if the process is also capable.
Observed variation in response is caused by the input
Producer risk.

19. List Garvin's eight dimensions of product quality.
A scatterplot.
Performance - features - conformance - reliability - durability - serviceability - aesthetics - perceived quality
Reliability - Assurance - Responsiveness - Tangibles - Empathy
Stratify a particular defect type according to logical criteria

20. Who developed the fishbone diagram?
They move closer to the center line.
Kaoru Ishikawa.
To mentor/coach (and sometimes train) black belts.
Technique used to relate through a model - one or more independent variables and a dependent variable (response)

21. What quality tool formally incorporates the voice of the customer?
To be a member of a Six Sigma project team.
Fitness for use.
Variable.
QFD

22. Process check sheets
Used to create frequency distribution tally sheets
Is the consequence of the failure.
68%
Rapid improvement process.

23. Define aesthetic quality.
Pleasing to the senses.
To mentor/coach (and sometimes train) black belts.
Inventory = throughput x flow time.
Prediction and estimation. based on an unknown x value - estimation is based on a known x value

24. Regression Analysis
Critical to quality.
Technique used to relate through a model - one or more independent variables and a dependent variable (response)
Different types of defects are listed (used for Pareto chart)
Not necessarily.

25. What is the center line of an X-bar chart?
The target number of standard deviations from the mean for specifications.
Shows the temporal flow of activities in a project network.
The gap between specifications and how service is performed.
X-bar-bar

26. What is DMADV?
It looks to minimize the probability of a failure - or to minimize its effects
A time series plot.
Assigns scores to weighted criteria for each project under consideration.
Define - measure - analyze - design - verify.

27. FMEA
Prevention and appraisal costs are balanced against internal and external failure.
Failure Modes and Effects Analysis
It looks to minimize the probability of a failure - or to minimize its effects
Mistake-proofing.

28. Based on what principal can we use the normal distribution assumptions for SPC?
The ratio of outputs to inputs; 1-scrap.
Shifts - Trends - Repeating patterns - Correlation with known events
An experiment where one or more variables believed to have an effect on an experimental outcome are identified and manipulated according to a plan
Central Limit Theorem

29. Who is a process owner?
The manager in charge of a process being improved in a Six Sigma project.
= S x O x D S--> Severity O--> Occurrence D--> Detection Higher the number the worse it is
The secondary characteristics of a product; "bells and whistles."
Organize ideas into meaningful categories by recognizing their underlying similarity

30. DOE
An experiment where one or more variables believed to have an effect on an experimental outcome are identified and manipulated according to a plan
1) Obtain Residuals 2) Fill out table --> y coordinates: F = 100 (i-.5)/N x coordinates: Ordered Residual 3) Plot on Normal Probability Paper
The process of ranking opportunities to determine which of many potential opportunities should be pursued first.
99.73%

31. What is the Baldrige Award?
Speed - courtesy - competence - and ease of repair.
Blame.
Represent the errors which are random variables with an assumed normal distribution with mean zero and a constant variance σ2.
The US national quality award.

32. What is poka yoke?
The House of Quality.
A descending order-sorted bar chart with a cumulative percentage line.
Mistake-proofing.
No -- only if the process is also capable.

33. Advantages of DOE
Is what induces the failure
1.Interactions can be detected and measured 2.Each value does the work of several values 3.Experimental error is quantified and used to determine the confidence the experimenter has in the conclusions
Different types of defects are listed (used for Pareto chart)
Not necessarily.

34. In the Service Quality Gap Model - what is Gap 4?
A brainstorming tool that shows the connections between ideas.
The gap between what is promised and what is delivered.
=sqrt(Σ(x-x-bar)^2)/(n-1))
To be a member of a Six Sigma project team.

35. List two appraisal costs.
Incoming materials inspection - inspection and testing - maintaining test equipment - materials/services consumed
0.9^3 or 72.9%
Lean (or JIT).
Yes - when there are opportunities to improve - when contribution margin is adequate - when achieving market share is important.

36. For what is a p-chart used?
To monitor a process when measurement by attribute is used.
Fewer good units to sell - increased variable cost/unit.
Prediction and estimation. based on an unknown x value - estimation is based on a known x value
How much variance you expect around the prediction; two SEs gives you a 95% confidence interval.

37. Presence of interaction effect
Lower control limit.
If the Response vs. Levels graph if the response lines are not parallel (crossing)
Rapid improvement process.
Is what induces the failure

38. If you can only collect categorical data - what type of SPC charting can you do?
What the value of the dependent variable is when the independent variable is zero.
Variable.
Attribute.
=sqrt(Σ(x-x-bar)^2)/(n-1))

39. If you have calculated a Cpk - should you also calculate a Cp?
Fewer good units to sell - increased variable cost/unit.
No; if the process is centered - Cp will be the same; if not - Cpk is what you need to determine capabilty.
Failure Modes and Effects Analysis
The target number of standard deviations from the mean for specifications.

40. In the Service Quality Gap Model - what is Gap 2?
The House of Quality.
No; if the process is centered - Cp will be the same; if not - Cpk is what you need to determine capabilty.
To mentor/coach (and sometimes train) black belts.
The gap between what management thinks customers want and the process specifications.

41. Residual(eij)
= yij - y(bar)i --> value minus sum of that treatment (of row)
Actual drawings - layouts - maps - etc which show where a defect occurs
Controlling quality at the source.
Stratify a particular defect type according to logical criteria

42. Complete this quality phrase: 'Fix the process - not the _____.'
The House of Quality.
A tools that is used to measure the amount of variation in the measurement system arising from the measurement device (repeatability) and the people taking the measurement (reproducibility).
An assertion or conjecture concerning one or more populations
Blame.

43. With Six Sigma capability - how many defects per million opportunities would you see?
Sampling for SPC is done real time.
Fishbone - cause-and-effect diagram.
QFD
3.4 (assuming 1.5 sigma shift in the mean)

44. Cause and Effect Diagrams
Method developed by Ishikawa to graphically display the causes of any given problem
Technique used to relate through a model - one or more independent variables and a dependent variable (response)
Sampling for SPC is done real time.
Fitness for use.

45. Non-random patterns (Run Charts)
Failure Modes and Effects Analysis
=sqrt(Σ(x-x-bar)^2)/(n-1))
The House of Quality.
Shifts - Trends - Repeating patterns - Correlation with known events

46. When yields decrease - what are the two effects on contribution?
Fewer good units to sell - increased variable cost/unit.
No -- only if the process is also capable.
Assigns scores to weighted criteria for each project under consideration.
A tool that shows performance along key dimensions all at once.

47. What is Type II Error?
Can't tell without a Range chart.
Mean time to failure.
Concluding there has not been an effect/change when there has.
Method developed by Ishikawa to graphically display the causes of any given problem

48. TWO-DIMENTIONAL SCATTER PLOT
Prediction and estimation. based on an unknown x value - estimation is based on a known x value
68%
A simple graph between two variables - visualize the type - degree of strength and shape of the relationship between two variables
99.73%

49. What is a spaghetti diagram?
An assertion or conjecture concerning one or more populations
A tool that shows the physical flows through a space.
Linearity - normality - homoscedasticity - independence.
Supplier - input - process - output - customer.

50. Define durability.
Incoming materials inspection - inspection and testing - maintaining test equipment - materials/services consumed
A tool that shows the physical flows through a space.
Mean time to replacement.
A time series plot.

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