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Six Sigma

Subjects : certifications, six-sigma, business-skills

Instructions:

Answer 50 questions in 15 minutes.
If you are not ready to take this test, you can study here.
Match each statement with the correct term.
Don't refresh. All questions and answers are randomly picked and ordered every time you load a test.

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. In the Service Quality Gap Model - what is Gap 3?
Mean time to failure.
Workers - machines - materials.
A time series plot.
The gap between specifications and how service is performed.

2. What is CTQ?
Lean (or JIT).
Critical to quality.
Different types of defects are listed (used for Pareto chart)
Upper control limit.

3. Define serviceability.
Speed - courtesy - competence - and ease of repair.
Fishbone - cause-and-effect diagram.
Organize ideas into meaningful categories by recognizing their underlying similarity
=sqrt(Σ(x-x-bar)^2)/(n-1))

4. In the Service Quality Gap Model - what is Gap 5?
Before production starts
consists of plotting the residuals vs. the order of each experiment - If - as in the case of the constant variance a random horizontal band is obtained - the ______________ of the residuals is not rejected. (should be random above a below the line i
The gap between what customers expect and the service they receive.
Look to your customer - not to other firms. "You can always find someone shorter - fatter and balder!"

5. An SPC chart shows no points outside the control limits. Does this mean the process is in control?
No -- the variation also has to be random and "expected."
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.
It's good -- but it's still out of control!
Used to create frequency distribution tally sheets

6. Manual Test for Nomality
Not necessarily.
The ratio of outputs to inputs; 1-scrap.
1) Obtain Residuals 2) Fill out table --> y coordinates: F = 100 (i-.5)/N x coordinates: Ordered Residual 3) Plot on Normal Probability Paper
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.

7. FMEA
100%
To mentor/coach (and sometimes train) black belts.
1) Obtain Residuals 2) Fill out table --> y coordinates: F = 100 (i-.5)/N x coordinates: Ordered Residual 3) Plot on Normal Probability Paper
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

8. What are the four categories of costs in Juran's framework?
A scatterplot.
It usually isn't possible to hold all other variables constant - There is no way to account for the effect of joint variation of independent variables - such as interaction - There is no way to account for experimental error - including measurement v
Large enough to find two of the attribute - on average.
Prevention - appraisal - internal failure - external failure.

9. List Garvin's eight dimensions of product quality.
Technique used to relate through a model - one or more independent variables and a dependent variable (response)
An interaction is defined as a dependence relationship between the response and the levels of two or more variables
Brand image.
Performance - features - conformance - reliability - durability - serviceability - aesthetics - perceived quality

10. What is a network diagram?
Central Limit Theorem
Decomposing the total variation of data into: (a) the internal or "natural" or "within" groups variation - and (b) the "between" groups variation in such a way that when these two types of variation are compared - it's possible to determine if there
= S x O x D S--> Severity O--> Occurrence D--> Detection Higher the number the worse it is
A diagram that shows the relationships between activities in a project network.

11. Does it ever make sense to accept a job when a process is incapable?
A chart that breaks the range of data into equal intervals and then shows the count of occurrences in each interval.
Upper control limit.
Yes - when there are opportunities to improve - when contribution margin is adequate - when achieving market share is important.
Brand image.

12. List two components of internal failure.
The process of ranking opportunities to determine which of many potential opportunities should be pursued first.
Lower skill requirements - faster - less chance for error.
A tool that shows the physical flows through a space.
Scrap - rework - retest - downtime - yield losses - disposition costs.

13. When is Cpk used?
Brand image.
To do a capability study for a non-centered process.
68%
Prevention and appraisal costs are balanced against internal and external failure.

14. Non-random patterns (Run Charts)
Shifts - Trends - Repeating patterns - Correlation with known events
Shows the temporal flow of activities in a project network.
A tool that shows the physical flows through a space.
To obtain a certain desirable outcome from the process

15. Test for Independence
Mean time to replacement.
Technical quality is the "what" of the service; functional quality is the "how."
Causes that lead to a particular effect.
consists of plotting the residuals vs. the order of each experiment - If - as in the case of the constant variance a random horizontal band is obtained - the ______________ of the residuals is not rejected. (should be random above a below the line i

16. How does Juran define quality?
Fitness for use.
Deming.
Quality planning - design review - education and training - process control - IS costs - quality reporting - improvement project costs - working with suppliers before production.
Prediction and estimation. based on an unknown x value - estimation is based on a known x value

17. TWO-DIMENTIONAL SCATTER PLOT
An interaction is defined as a dependence relationship between the response and the levels of two or more variables
=sqrt(Σ(x-x-bar)^2)/(n-1))
Assigns scores to weighted criteria for each project under consideration.
A simple graph between two variables - visualize the type - degree of strength and shape of the relationship between two variables

18. What is a histogram?
A diagram that shows the relationships between activities in a project network.
Kaoru Ishikawa.
They move closer to the center line.
A chart that breaks the range of data into equal intervals and then shows the count of occurrences in each interval.

19. Effect ranking (Severity of the Defect)
10 for Hazardous without warning 1 for none
Hold all input variables constant except one. Observe the response as you vary the single input.
Lean is waste reduction - Six Sigma is variation reduction.
Failure Modes and Effects Analysis

20. What quality tool formally incorporates the voice of the customer?
To monitor a process when measurement by variables is used.
Prevention and appraisal costs are balanced against internal and external failure.
QFD
The target number of standard deviations from the mean for specifications.

21. Define takt time.
Defects Per Million Opportunities
The cycle time required to meet demand.
Mean time to replacement.
Stratify a particular defect type according to logical criteria

22. DFMEA
Define - measure - analyze - improve - control.
Initiated before or at design concept finalization
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.
10 for Hazardous without warning 1 for none

23. If a three-stage process has 90% yields at each stage - what is the overall yield?
Lower control limit.
Rank of 10 if there is >= 100 per 1000 piece Rank of 1 if there is <=.01 per 1000 pieces
0.9^3 or 72.9%
The manager in charge of a process being improved in a Six Sigma project.

24. Who first studied randomness in industrial processes
No; if the process is centered - Cp will be the same; if not - Cpk is what you need to determine capabilty.
Is what induces the failure
It's good -- but it's still out of control!
Walter A. Shewhart

25. What does Crosby say about benchmarking?
Actual drawings - layouts - maps - etc which show where a defect occurs
A time series plot.
Look to your customer - not to other firms. "You can always find someone shorter - fatter and balder!"
The process of ranking opportunities to determine which of many potential opportunities should be pursued first.

26. DOE
Inventory = throughput x flow time.
Taguchi
100%
An experiment where one or more variables believed to have an effect on an experimental outcome are identified and manipulated according to a plan

27. What type of risk is associated with Type 1 Error?
Producer risk.
A tool that shows performance along key dimensions all at once.
Fitness for use.
=sqrt(Σ(x-x-bar)^2)/(n-1))

28. In a regression - what does the standard error of the estimate tell you?
Central Limit Theorem
Represents the behavior of a process
How much variance you expect around the prediction; two SEs gives you a 95% confidence interval.
Technical quality is the "what" of the service; functional quality is the "how."

29. Design of Experiments (DOE) approach
Vary two or more variables simultaneously - Multiple measurements are obtained under the same experimental conditions
Conformance to specifications.
Hold all input variables constant except one. Observe the response as you vary the single input.
= yij - y(bar)i --> value minus sum of that treatment (of row)

30. PFMEA
The gap between what management thinks customers want and the process specifications.
Before production starts
The amount of variation in the dependent variable that is explained by the variation in the independent variable(s).
Blame.

31. What are the Five Dimensions of Service Quality?
Mistake-proofing.
How much variance you expect around the prediction; two SEs gives you a 95% confidence interval.
Reliability - Assurance - Responsiveness - Tangibles - Empathy
Fractional factorial designs (orthogonal arrays)

32. For what is an x-bar chart used?
The secondary characteristics of a product; "bells and whistles."
To monitor a process when measurement by variables is used.
Look for the assignable cause of non-random variation.
To monitor a process when measurement by attribute is used.

33. Approximately what percent of a normal distribution falls between ± 3 standard deviations from the mean?
Causes that lead to a particular effect.
99.73%
Concluding there has not been an effect/change when there has.
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.

34. What is the role of a black belt?
Lean (or JIT).
Yes - when there are opportunities to improve - when contribution margin is adequate - when achieving market share is important.
Data reduction to put a large number of qualitative inputs into a smaller number of major dimensions
To manage the Six Sigma project.

35. Taguchi's experimental designs are of this type.
Define - measure - analyze - design - verify.
Workers - machines - materials.
Variable.
Fractional factorial designs (orthogonal arrays)

36. What type of risk is associated with Type II Error?
Consumer risk.
0.9^3 or 72.9%
Waste.
The number of standard deviations some value is from the mean.

37. Define perceived quality (Garvin's framework).
Brand image.
The number of standard deviations some value is from the mean.
Scrap - rework - retest - downtime - yield losses - disposition costs.
To manage the Six Sigma project.

38. Define conformance quality.
Attribute
The degree to which a product meets pre-established standards.
Prediction and estimation. based on an unknown x value - estimation is based on a known x value
QFD

39. You have been plotting sample means on an x-bar chart and all points indicate normal - expected variation. Is the process in control?

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40. What is the formula for standard deviation?
Large enough to find two of the attribute - on average.
Attribute
=sqrt(Σ(x-x-bar)^2)/(n-1))
Pleasing to the senses.

41. What is the center line of a p-chart?
p-bar - the long-run percent defective.
68%
No -- only if the process is also capable.
Through producer/consumer negotiation.

42. Regression Analysis
Technique used to relate through a model - one or more independent variables and a dependent variable (response)
Lean is waste reduction - Six Sigma is variation reduction.
99.73%
Causes that lead to a particular effect.

43. When either attribute or variable measures could be used for SPC - why might attribute measurement be preferred?
The ratio of outputs to inputs; 1-scrap.
Lower skill requirements - faster - less chance for error.
Controlling quality at the source.
Fitness for use.

44. What is process capability?
Quality planning - design review - education and training - process control - IS costs - quality reporting - improvement project costs - working with suppliers before production.
Lower control limit.
The ability of a process to consistently meet customer specifications.
It looks to minimize the probability of a failure - or to minimize its effects

45. Where should specifications fall in relation to ± 3 sigma for the process in order for a process to be capable.
Pleasing to the senses.
A diagram that shows the relationships between activities in a project network.
To mentor/coach (and sometimes train) black belts.
Outside.

46. Who is a process owner?
5%
The manager in charge of a process being improved in a Six Sigma project.
Workers - machines - materials.
Yes - when there are opportunities to improve - when contribution margin is adequate - when achieving market share is important.

47. Define aesthetic quality.
Pleasing to the senses.
Represents the behavior of a process
Outside.
System to reduce waste and optimize productivity through maintaining an orderly workplace and using visual cues to achieve more consistent operational results.

48. In a regression - what does the p value of F tell you?
Financial - customer - internal process - innovation and learning.
Because the mean and standard deviation are independent of each other.
How likely it is to have an F statistic of that value if there really is no relationship between the dependent variable and the independent variable(s).
Concluding there has not been an effect/change when there has.

49. There are two milling machines in the shop. Data has been collected on one to compute control limits for both. This is acceptable SPC practice - true or false and why?
Causes that lead to a particular effect.
False - because each machine will have different natural tolerances.
Lean is waste reduction - Six Sigma is variation reduction.
Attribute.

50. The data points on an SPC p-chart of defective percent plot below the mean. Is this good or bad?

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