Beruflich Dokumente
Kultur Dokumente
SIXS1GMAGREEN8LT
‘V
sionals
A Note to Fellow Quality Profes
First Edition of the
ful ion s Te xt foI Iow the conleni End queslions in the
The So
6).
CSSGB Primer (April 200
Acknowledgments
FRIENDS.
WITH A LITtLE HELP FROM MY
Y
JOHN ISNNON/PAUL MCCABTNE
ticularly Tim
and pro fes sio nal ass oc iates for Iheir assistance, par
I thank my friends
Brenton and Vicki Shaw.
errata. It is our
app rec iate any Co mm ent s regarding improvement and
We would
concern 10 be accurate.
Bill Wo.tman
Quality Council of Indiana
602 West Paris Avenue
West Terre Haute, IN 478R5
TEL: 800-660-4215
TEL: 812-533-4215
FAX: 812.5334216
qti@qualitycouncil.com
n
http -ifwww qua I ityco Un cii cor
-
,AA
•tQOALfTY COUNCIL OF irrn
INTBO 2
cssG 2C06
.
About the Authors
Bill Wortman
Bill Wortrnan is the CEO of Quality Council of Indiana —a quality publishing firm
located in Terre Haute. Indiana, He is a Senior Member of ASQ. former Chairm
an of
Section 0919. and Deputy Director of Region 9. Mr. Wortrnan currently holds seven
ASO certifications. Bill has instntcted over 9000 individuals in quality
fundamentals, including certification training in five *50 Certification bodies
ci
knowledge. Mr. Woriman has a B.S. in Metallurgical Engineering from NC. State
University. He worked most of his professional life in the aluminum industry in a
variety of progressive technical and production management positions before
starting Quality Council oflndiana in 1988- Mr. Wortman has been author, co-author,
or editor for more than 30 quality books and training Cos.
Wesley R. Richardson
Wesley R. Richardson is the Quality Knowledge Manager at Quality Council of
Indiana. In this capacity he writes, edits, and reviews materials created
and
published by OCI. He has over 25 years of quality management experience,
including a commercial metallurgical testing laboratory, a medical device
manufacturermaking MRI scanners, and a company manufacturing tungsten carbide
products for the coal mining and metal cutting industries. Wes has a 5.5. in
Metallurgy from Massachusetts Institute of Technology, an MS. in Metallurgy from
Case Western Reserve University. and an MBA. from the University of Kentucky.
Wes is a Senior Member of ASQ and currently holds eleven ASQ Certifications
.
Contributing Authors
Glenn Gee
Glenn is currently employed as a quality specialist at Cummins, Inc. He has
been
involved in all phases 01 the quality management system which include: mainta
ining
the processes of the systeol, conducting and training far internal audits,
and
managing the corrective action and preventive action systems. In past work.
Glenn
was the Director of a manufacturing eRtension program with a clientele of over
300
area companies in West Central Indiana and East Central Illinois. He has also been
active as a trainer in quality engineering courses for the area ASO section
s; an
instructor for Eastern Illinois University and Purdue University; and a technical
writer in quality engineering.
It ,ta
Contributing Authors (Continued)
Edwin Garro
Solutions, an education,
Edwin Garro is a Partner In Performance Excellence
Member of ASQ and
consulting and human capital organization. He is a Senior
Member Unit) Costa Rica.
founding memberof ASQ Section 6000, IMU (International
Central America. Edwin has
He pioneered the first program 01ASQ certifications for
ASO Certified
trained morn than 300 professionals for ASO certifications. He is an
Quarrty Engineer, Quality Manager and Six Sigma Black Belt.
Omar Mora
education.
Omer Mora is a Partner in Performance Excellence Solutions an
Member of ASO and
consulting and human capital organization. He is a Senior
er Unit) Costa Rica.
founding member of ASO Section 6000, MU (International Memb
and last name are actual
Omar Mora (ak.a. Pemwtations’ because his name
y Engineer and Six
permutations of the same four letters) is an ASO Certified Qualit
Inventory Manager from
Sigma Black Belt. He is also Certified Production and
in Latin America.
APICS. Mr. Mora developed the first Lean Enterprise Certification
Preface
1st edition- The
This Solution Text addresses all questions in the CSSGB Primer
with the CSSGB Primer.
authorfeelsihat 98% ofthe 400 questIons can be answered
ial to the student.
Other references are noted where it is felt they would be benefic
Certification exam-
Please note that this Solution Text cannot be taken into an ASO
their knowledge of quality
The author strongly advises CSSGB students to test
bank are subject to
concepts since the CSSGS body of knowledge and question
change
, Gd otters a CD
If die student feels that additional questions would be of benefit
simulated test or
with 600 additional questions. These questions can be taken as a
by category
in a variety ofdifferent formats. The tests are timed and are summarized
provid ed.
upon completion. An explanation of the correct answer is
ii& d&2á&fl tt
SECTION II
a DPMO
Answ&r b Is correct.
a. 3.4 ppm
b. 233ppni
C. 35Q pçi
a. 62iOppm
So;ulion; The six sigma approach allows fri a ± 1.5 sIgma sbifl. Answer b iep’esents ‘he S sigma ‘evel and
answer d is the 4 sigma level.
P,iswer C It correct.
05500 2006
1 @OUALITY000NCILOF INDiANA
SECTION II
oroup is mosi
stpnets receive sore lrak*g l’iat
2 5 in hignty effective sx sigma r—a-es. mcs
ing?
Jkely to receive sponsorship train
a, Senior management
b. Master black bell candidates
c. Black belt candidates
a. Gree,i ben ca.icidaes
ter black belt. black belt and
ally given to uppor nianagernent. Mas
Solution. Sponsorship training is norm
.sve eta;osrjct—i
green belt carlailates rece!ve n-ore exer
Answer a is correct.
II-?
isco_: CSSGS PIi,tr Sectoi
proiluctivit? is
pany sirug gling wilt low perfo rman ce in terms of quality, prolitability and
2.6. A com would be considered:
sigma initiative. A decision to proceed
corisiderthe a six
c QuALYcouNclt or IiDI4M
2
cssGB 2e05
.soT>:tg
./
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.
-: . . V ••.
:•.‘
•..._ ... ..
.0. . .
• —,.,
0. :.
SECTION II
AJ’ISWec b is coned.
a. Ishikawa
D. Denitna
C. Jurar
d. Crosby
05508 1t05
3 QUALm COUNCIL. OF INOIMM
..
.SECTIONII
.
.
*
, whKn of toe ro:owing cego.’os
to took CI any business enterprIse on a main level basis anases
2.10 . If one tho se
KPIV (key pro ces s Inpu t var
1 ,aoi es or KPOV ey process otpr
would NOT have either
. . .
. ... .
.
•a Process
. .
b Operations
.
.
:. :.c. Business .: .
. . . .•: .
d*r &h ho! oca l:
seives may ottfer, process.
ted. A,Irnouall the vajiables lbem
Soduhop Notethata neavve responses reques varIables A technological level
Is not separatei
s level s have key inpu t and jtp ut
opertjdna and busines . . . . . . ..:
orthree categodes .
denfified:. It is integrated into the inaj
chD’ce.
Answer d Is tim correct incorrect.
II 33(35.
Reference: CSSSS Primer. Section
.
?
suocessM lr many organizations
:2.11 Why has six sigma been so
ed
Bottom line results are enhanc
II At. ‘.5 sigm a shir ts nad ed
. . .
Adiscipuned approach is used :
. . . .
is used
IV. A sotind statistical approach
a. flandiiton
b. IllandIVonly
C.!, I! ap&j IV 0n
v
1
II. III and IV only
1.5 sIgma shift is only a
item Is dea rly inco rrect and can be eliminated. The z
Solution: From he choi ces shift. ihe other bros (I. Ill and
ix sn a, The choi ce coul d vesy we!) to some other erocess
smai par of
co.
IV) ale at a higher level of signincan
Answer b is correct.
Why Snouid Slastidans Pay
CSSS Prime,. Section II3(5. Snee, Rt (1999. Septemberi.
Reference
Progress,
Attenftn in Six Sigma? Qualily
oids’
12. Why is six srna ca”ed TQM on ster
element required
a. Because or the extensive training
c’on o stat isdc a ar ear cc’s
b, Because 01 the inclu
p rar.agenert supool
c. Saause ot the heaw Lpacs c’ta m line
cr1 the botto
d. Because at the impact of cost savings
s,,d: as DOE SFSS stet: st’ca[
’d quot e com es from he ‘n cs of staascca’ tens
QLuhon: the sero
f’ur’g c
analysis, ec. nn cartr ‘ear
NA
4 © QUALITY couNciL OF INOIP
GSSSS 2fl5
‘. ‘:..U ..
SECTiON II
Utp€r mar agonet ptk,aNy oesrt nave tie skits to ocv,e bacR Deit ,aiiir. aid sftuio no peona!y
dec’. te iaovenent projods. S rdardizir. buskess cooia:io, rae, serne 0 rflvare at ic est
lea: possd,te.
Answer is correct.
. .•*. . . . ..
:CSSGS Primer. Section - IS/IS and logic).
2.l4, Ancording to ‘and. which of The followinq is a [eqitimate reason for emtiracing a six sigrrla effort?
Solution: Pande suggests That answers a, b and care valid eaons to not undertake six sigma improvement.
Answer d is a valid reason IC undertake six sFQma.
d Is correct.
References (DSSGB Pñmer, Section II - 28 Panda, P.S.. Newman, P.R.. & Cavanaugh, R.R. f2000).
The
S)z Sigma Way New Vot McGn,w-Hl’.
Solution: The key question phrase is concept behind. Answer b is inapprnpriate and does riot
fit the
question A’mswera would he correct ififie question requested a,iother name for POCA. Answer d could
be
one of a number of potential positive outcomes cI this activity. However, the concept behind and objective
of °OCA is not it ccNuous inrc.mec
Answer c is correct
Answerals correct,
a. A.uiiit of measurement
b. The metric system
a The science of weights and measurements
II. Anevaluation method
g.iuoe: rrii 5 a cetlcn queste.- rsrs a ar-fl b Tier O a trantcos k,rrn af raasssne: sd as
, meroogv The noden, eeiiiiunn of
tie m&sic sysfen and are incorrect Answer c is the errity
Th.e:,:cs is a fowm 01 asLrer’er!t cret--aor ar.uef d.
Answer c is corteci,
L 1* & a L1t
•
.
SECTION II
..
Costofquawy
t. Coston,er reterit,r.
C Cyce lime reduction
d. Profit r*largin on sates
Answer b is C00tt,
6.
cssoe 2POC
7 @ QUAUfl COUNCIL OF INDF.A
.
.
:. •..
sEcTIoN:
•. •..
.•
teen &.DFSS:SAMPLEQUESTIONS
failure mode. The rdngs
M isthe:measure DI risk related to a parttcular re
3.1 The sk prio ty num ber (RP scale. ha EMEA has IC allu
ach cate gor y(se yen ly oco irre nce . and detection) areon alto 10 reco mm end ed acti ons
bre ementteams
from 50 to 300. an improv
modes with RPN numbers raging
ng?
should focus on which of tie followi
.
AnswrcicorrecL
5O. V -07 andFMEA (2001).
. .
he next?
t critical event should he estabIis
3.2- Upon completion of a FMEA, wha
er is ir charge o the FMEA
a. Ensure that a process own actions
toitow-up on tile recommended
.
Answer a is correct
tion lii 4b’, 52 arm Stamals. 0 C95L
Relerences CSSGB Primer Sec
-
:r:...:<Ie:
—
SECTION iii
Answer b is correct.
essob ZOOs
9 OUAUW COUNCIL OF INDIANA
ji r
• SECTION III
S
• . .
. Lean &:DFSS.SAMLEQUESTION
a. DCV
b. DMADV
spc
d QFD
requsted. •Sp answer C) is the only listed technique that is not
Soiflion: Note that a negauvo rasponseis . •
. . .
assndated with DSS.
a. l4enti
b. Destor
Optimize . ... .
C.
d.Validato .
Answero I, correct.
a. IncTease:IarpJ
Reduce inventory
c. Reduce operating t:’pense,
d. Balance capacity With derand
hcrt. reducing
that a nega the respo nse .s eue steI Gzdra: sLiflozced ;r.Zeasg hro
Solouco: Note trcuh the ptvnvFT,
aid redu d’g ncer at-a expe rses. Hceever. beerdcmed halarCin the OW
rren o
with customer demand.
customer demand, not balandng capactty
ce.
Answer is the coned, incorrect, choi
. . . . .*. .
H . ... H . :: ...::: :<.:... :..
:..:: H -
SECTION III
• :S±9m All of tbeenswers to this question sound pretty nest but the key elemen
ts in the answer must be
• .60mG version of net operatina time per period (a bm element) divided by custom
er requirements per period
• (cuscomer demand). Mswer a is the bestselectcon. Tie name tan is
German ror baton. imphying a rtlythnl,
pae&hea.iteata ihesysten Hce arsWef Cs rranE to tea SecerDary
D.5tfa CCe Fe
tne in e questicn ehr:nates ans*ocs b arc a
Answer a is can.
3. 0. Which of the following foreis of muda is LEAST likely to result in poor produc
t quality’
a Overcrcc’cLE,:
b. lnentory
C. Waitni
d. TTsnSport
•.:
:. :.‘:—
:.:
.
.:
..:. .::..•
.:.SEc.TI0NIII. . ...
dàategdries. .
S&utjon: ]1iisouesttonreulresson detailed Rnóedge otrnu
Answ.rtiscornct
e assoiate cctn:
3 12 One wculd say that the <anhan meno wou[d Ce most c;Qs
. ..
of nor.-vatue addedactivities in thoprocess
.::
m elimination
.:.
. .
The development of a future elate process sfream nap .
rovemeni
•p Maldng problems visthie fr aprocass. thus:dariryir, largets forimp ..
. . . . .
d.
to -uto. Msw,rbisoc.e step in cvct Arswer c is Ic rale ct
&:dor-. usutf a refes
visual factory
.. *. . . . U
.Answerdisèerrect
ing EXCEPT
3 13 The essence ci Kariban cencepts includes alt of the fol]ow
— L- n & — s ‘ a. t
- -- -— • 5
SECTION III
Lean a DFSS SAMPLE QUESTQN$
-
3.14. P-ye os a
ha 9 riso proa DI, tiowiog would NOT
n1udd
a FIxture tempales
b: €etthcrthtays •..:
..
....... successive
.... ....
..
.
b AMurestate map
...
..
Answer Is correct : .. .
. ..
.
.
.. .
:
.:.:
Refarences CSSGP Prre- Secon UI .
•: .
.
.
a FM
b.FRACAS
cOFt . .
FMEA :. .
I:
CSSGB 2O
13 0’ OUAUW cOJNa. OF
:.
•.:..:
SECTION III
cts
a Failure analysis and fa,Pure effe .
lty:
C FureSCV erityan6tailUreprOtJabU
de
F lure mechanism and IOIILiCO mo
ey medres
s fam ilia rity With .re liab itynsk assessmeit The eo
.SoIuIion: This quesfior, req uire
probabdity of failure
assessment are the severity and
Answer c Is correci .
.:Refeenc*::cssss
.
A descnbes the
318 The term seventy In a FdE
A bern
a Difficulty of completing the FrIE 64 low level faflure
b. Possib mpácl a a system
user a
c Liketmood of a faLlure .
tem,a,peetedtobedowr
.
.
.
d. limeforwtlchthesys
s tile effect ft
Icu owl edg e of ME Aterms TIle severity of tailure
Solution: This question requires a bas ic of failure. Mswer d is
.ato rso rTh e mis skm n. Answer c is the probability
have cr1 the system the ope U
downtime. Ansivera isThIer
.
..
. .
.
. .
.
.
.
.Mswerbiscorrect.
••
eni change?
se tech niq ues is mo st cie ar identified wIth smaff ncrem
ane
119. Which ofthe following Jap
a Kaizen .. .
.
.
b. KanbeFi
a Poka-yolte
6. SS Strategy
en 8litz or Kaizen
h sma ll incr eme ntal changes. Although a kaiz
Solution: The term Kaizen is asso
ciat ed wit isrn. SS deals with
gre at dea l. Ksi nba n is a jjrocess cw centel iechan
Blasr can speed things up a y p.cof a process
arkpface organizatio n, and 9cka-ycJ’e mea,:s te rnstaJ
Answer a is correct.
ion Ill 18121 and 24/26.
Reference: CSSGB Pdrner. Sed
-
OSSOS 1005
:
SECTION II
Lean & DFSS SAMPI& QUESTIONS
-
4t!1L Thea are several versions or be Amancan SS system They can tnciude
shins systematize standardize and safely (and others) The sort sttarghten scrub
items in the Amencan versIon appear to be
directed mainly at the system qtb mplicali
s Ir operator responsibaty The
00
Shitsoke (personal discipline) that is directed at the individual Japanese version includes
I American version ThIs concept has been modied In the
AnsWerciconeci :.:
2a The question states four of the major seven fomis of ‘nude wSste)
maintenance, and continuous flow menufactunng have some Kanban total productive
Influence on waste areas! but do not directly
address them all
I Answers is correct
322- 5
Th Doouteeniote most 4efy used by a ntrr.ber ofauxiq,cz;v
is aiued; raiutso-,jrers that surply p’odts
a. Kwiban
o
Pola yoke
d. An Andon board
Answer a is correcl
C5S6Brs6 15 cOUAiincOUHCiL OF
::. .:SS
SECUONIN
a Son .
:.bScrub .
.
.
.
.cSrmiten.. . ..
.
Standardize
d r€ %OlaiXt ol the snub
or whno rag nspectioit ftarptiasize
So!ution- This is a form ofwhite yloie
;-e and cieaii) potDI) o he 53 awoadl,
Asswerb,s correct
:a :Pokoke:
...
.
.
.
........ ....
......
.::..
::. :.: .... ..
.t. HJidoka
.
. ....
. .
Kaizon
.
. .
. .
C
d. Muda
a concept meaning Continual
is a form of v,susI board Knen Is
SOluon Mucia means waste Jidohka
rnsaJeorobno aprocss.
.. .
. . .
..
.:AflswerajscorrSct
U .
CSS&SPene Sen!.orfl’-26
. .
.
.Reterance
•a Kanban .
:.
.b TOolOOarCS .
.
: ..
&Poka-o)a
.
..
. ..
.
.
vULai
concept Ho.iee. se
Spiuriort: Po4co-ynce is misrako p.oo
ftg arid S rc necessorty a vta feotc.y
nd care visual factory Concepts.
and assist pokajioke. Cbdces ab
factory concepts do compliment
ce.
Answer d is the correct, incorrect. choi
ion III 18122 and 2E
Bjfgpe: CSSISB Pflmer, Sect
.
CSSGB ?cOS
::,S: :.
.
SECnONIU
Lean & DFSS SAMPLE QUESTIONS
-
CteaIe a rmn aP 0
beet, for
,
Use bers or 5
bQs bteodes
a Sort
os
d Sntemat
1
S 8
eo 2
on w
3 27 The o on
a L.rde,ra Wistcoi needs
b ve ,o * a va;uo sam mep
r time oa{s
Ptess
Refeece 6
CSS& Pnrne, 0
S
1
j 0
0e 3013
:...
.
SECTIONiII
. .
... .
c .
d.
.
e
The pull sysrem drvtn fly ctslcmar derranc. Herc
Solir, Note thai a negapJe response is requestea. :‘rc- easo c trie s
!Ticsease pt5 car be actiav.
moc-t*rr be less. GeneUy. ract’rzec prcc anc .
. . .
arenottheobjecttves.
..
.
.
b. lmp!enienting SB
. .
c.P.acag SVEO
d. Sucervising peocle
. SupeMsing people might not reduce cycle time.
Solution: Note that a negative response is requested
time.
Utilizing the other techniques Will probably reduce t/ce
contii’uovs flew
3.30. ldenTy the most difficult lanitation in achieving
a. Untrained employees
b. E,jsting equipment
c Empnyet cjltcre
Middle management nvo!venienl
ient
equipment can he changed by training and managen
Solution: All answ choices ocept exIsting os capit al.
, replacement of existing equipment r-equir
iniprovoment to obtain continuous flow. However
nianaqme”tppcr and p.ar,1UQ
— , /
Z2’ 4r,
SECTiON. III
332 Which of he 9
follow’n isa non-value added activity’
a Design reYews
Vendor assossmenls
C. Inventor reductions
d. Recivtg Mlsoedicn 10 emor6 U’CCr ua;ty
S*t Re*ig ins
on s n vajueadcedsn thetiorshodbe
ver itemsare. or can be, value adea. shipfroua /prcdacs The
Afiswerdisoorrect
a. Btco,ectia aclions .
.
.
b. .Sy.preverlhveactions .:
: . . . . . . .
c
.
By containment actions
d By temporaiy acbons
CSSGB 1C6
19 QUAUW couNct O iiMa
.
II.
SECTION UI
S
Lean a - SAMPLE QUESTION
z
334 Lean a
5 nten may be sun,mn as
ment
a 4 Opitire Orgamzal an v0ved wdn flIprove
ti on E D D yd e hr ne c h
b implementa of SM
Poke yoke ecEinsques in
pc
Ergonomic PflflcoIes n he wC%
‘0 lean flruong The otPer,ter,o ofiesse,
organgi ecomnhitt
Us mporIan the entire 0
Ire PG rTa 0 Ce
Answer a is correct
ra oructis
& solving coa’lspreNensfC 0
335. The mosfefteve and eoert TnOO
In the area of
a Design .
h: Prodoj1o .
iques
teanteofin
pen aa design ‘Ie4 Given Th faa the best
ft eei, aLed that 80% of.the vaIfty prob
vent des. p(ten frar
,
option is 10 pr
uns
, ence ,n the &abon ofpe* prod
3.36. Six sigma des[gn Uses we fcw sequ
.Veiify
W .
IV.
V Measure
1
1 1V1v andI,
b I, V. II. iv. aid :i
C. I. V. lV iii. and
J. V. IV, and III only
idbCdSfi,P meau a
,
3 p desr andverj
nesrep
5
U 5TnQaUot Pv.de.c saqueocewou
Th!s is per Simon (2000)
Answer C is Correct
20 2 OUUW coUNc OF
CSSGa 26
r-
: r,
z•>
—
—
- /
.: —•: V.
SECTION III
37 The house ofquahly is used to transffite customerwants ante engineering design variables The inking
or prronttzng ofason,or wants nto engineered values occurs in what e]enent’
a a Competitiv& analysis
b Conmot anaivss
Tenhn’ca] review
— d Rejahonst,ip ma’
p Sut,on The liansialing 01 cuslornorwants into engineonng spec)cat’ons with a nortty (orstrenglh, value
Is peitornied in tho relabonsbrp n,aTh,c
Answerd s correct
3.3S. Ouality ftmncton deployment aiso inown as the house.oIquaIity,lstjsed :inthe design process- II has
various banefs. he rnosl orilical being
Sohncn: The US et GFD wU a;iovr the ctartg cfouslnperwents ai thial 10ws.• nticl I VOte
for a netter ndestard;r,o or desi re:a5n A cccipet*,e n--$ also ç2cSSie. However. ne
aiarg Ofail cHnese caab!.tes wi!l enab/e peopie 1° t’nk arts act tt,er
Answer a is Coned.
1<
/?___ ————
SECTION III
339 Reduced cycle Pnies for a ptoducl can result ri reduced wod< in omgress, reauceo waste, and:
esSinvent&es
.
. .
C. . . .
.. ....
d. .longertakttimes
era) nor increase nventones&ariswer
Solution Reduced cycle times should not Increase product costs (answ
ce Reduced W]P and waste, coupled with reduced
C) It should Tedoce inventories Answer d is a 5111cr choi .: .:: . ..
..
:.
cyde mUs. will imoroveoperationeansworb)
. ..
Answer b is coned.
Answeraisoorrect,
.
. .
.
. .
.
24and logic).
.
E
SECTiON IV
41 The n;bt hand side of a completed mouse ofqualriy MOO) displays rankings and values for
a Customer needs or desires
Compebtive assessments or comparisons
Design feature measurements and impedance
Design feature interactions
&.k:oo’• The suos’ of a *OO csar,s de,igc eat.as ard ne reto dasgn iaatL’e interactions d
enatcl The tasererrt o4 te HOO sho.js tametva jes. ordee’ teaures anc rnica importanee
(C effivinate;. The left side orthe H-SQ details key ctstoter reeds or ossiros
Ca eiiminated}, The right side
of the MOO shns cofripetove assssme-its ardlor cowparisecs.
&nswrblstotrevt. .
.. . .
42 AThich ofthe following tediniques has proven useful In translatirigcustomerneeds into prcductdeslgn
::*.:featurs’ *. . ... ..
a. Charigiro pertapns
t. Customer sercce
a. Confrontation and probiem solvifig
d. Gustily noi’ deploymeq
Answer d is correct
4 . The SlCOousiness node rps everyce ti-c co.ir-vse tie business ftorn ar ove.ae pwcess
persoective. However. it does NOT:
Solution: Note that a negative response is requested. The odd choice out is answer b. Identification
of the
key business customers is done by means other than a SIPOC model. The other answers
a. C and d are
valid.
. .—... .
SECTION IV
d).
Answer d Is correct.
Answer d is coq,ect
.. —
.
....
- -rcc
SECTONN
DENNE-TEAM$&CUSTOMERS-SAMP
LEQUESTIONS
4.6- A customer satjstac-t,ofl prograni was saneo
on ho r4t fact ait nas goce deny ye; for
or so. The company stould: he last sear
cØ $4
SECTION IV
RS SAMPLE QUESTIONS
DEFINE TEAMS & CUSTOME
-
I. Expected
II. Basic
Ill. Unanticipated
IV. DosOed
a Il, . V. Ill
h. Ill. I, II. IV
IV. II.
I. II, [II, IV
qualify is smilar
h{er arcl, y of custo mer exp ecta tion s in regard to prOIUCI Ci service
re
Solution: O’ha is a v tie Stag es a5
Mas Iows hiera rchy of need s- me hioft]rcny o customer tp€ctaiions to!io s with the
in nature to II, and cont inue
(I). des ired (IV) and unan ticip ated (Ill}. Only answer a starts with
II) expecte d
correct sequence.
Answer a Is correct.
4
Reference CSSGS Primer Secz,or IV 232
Answer a Is correct.
IV 45/47
Reference: CSSGS Primersection
-
/
2
SECTION IV
410 In It3sf cases, al :mpcvrst Ia m e<Ivcs te isast Co1tr aed rezttvn cu-.ng w,ict- of the
foilow:tq staves:
a
. Buildg. . ..
.. •. •. .. . .
b Stomting
.S:. ...
:. C..
d
.P.efoming
AlarmIng
.
. . . . . .
The performing stage Is the most mature and advanced team stage. The team leader
::facilitatcr) WoUld provide the least control and direoSon andfor
because lie earn has demons:reit€d theirowr,
effective decisioh maidrig pabiEtty.
Answer s coned.
Sotuon: Excessive conmcttThin a team often has a negative effecton teamrnernbere. Conflict
most often
ruita in win-lose or le-iose situations. Rarely li either a win-win situation or creative
aftemate solutions
result. Only a few exceptcni personalities thrive in an environment ci ce’iThct.
Answer a is cottect.
Reference- 08508 Pnmer Secuon IV -59. 7f7i
Arswec e is contct.
Reterence: CSSGB Primer Secton Iv
. 55 and S
teams?
413. Which of the following desaibes poodv fw,ctiontng
Answer a is correct.
and 59)61.
Reference. CSSGO Pdmer Section IV 40)41. 45/4/, 53/35-
Answer c is correct.
published
62156 (and logic), This question has been modified from a
Bcirnces; CSSGL4 Primersectiort IV -
COE e.>sm
..
.:.. .:::: ::.: ••..
•.:.
:::.:. :.::
.:_:
:... :.....
.:•:
.
- ar& “ t
U
SECTION IV
DEFINE
4 18 Understanding conkolhng and improving an organgabons processes to cream value far all
I slakebolders would be called
Scluborr The question isdssi1tiq busness process ,“anage,nent (PM) an54er C. 1heoIhe, answers
eKe oc ard tecoicues thoctb be uses tO sipcort 2PM.
Answ.r c is correct.
a A crairx aram
t. A percepiu r
c. A cause-arefieZ r.atsly
d. A correlation chart
• Solution: A form of matrix diagram is being described Thus, answer d cart be ekininated. There is no
•
evidence that a cause—and-effect relationship is being considered: Therefore, answer e can he eliminated.
• Without specift knoedge; The cIdoe comes down to either a or b. However, a pcrceptual map is a
specialized matrix diagram that captures the percoptions of the customer.
• Answerb is correct,
4Th One would say that! iron an overall perspective, the acdvities of a company are tied logeiher by:
. Customers
b. Slackholders
Suppliers
1 Process management
Sc& Pf..n I t,e co-1te: St t.e r,uestco. a .‘zsl 3w rode teat S al 3ani2al!On has ert’e a
hus!ncss c{r4ss ni iagereerl: S inler!3al ccnpar ytce at is 5C5.
Answer d is correct.
fl4$
/
/
SECTION :,V
.:..
::.
4 19 If a company fails to meet thaw quatledy projected sales and prot forecasts, which of tie following
stakeholder groups would be LEAST affected?
2- &Jpies
Stockholders
C. Efrpayees
I. .Society:. .. H. ...
:. S...
.:.
Solution Note that a neoative response is requested In todays volatMe stock market the share price touR]
drop 10% or more •if .the quarterly sales or profit forecast.were nuissed. Oépendenf:uioi, how badly.the
were mssec arpoves arid s4ip er eadd be acted as
SdAior. In his quasricc I-e Frobieir is to find the best asiswe ar-yb let-sw tFcices. W.iat s ur+jt Cf
driferant? Anseers a b aria a are Inje.for both internal and excernafetistomers Answer d is best because
the external Gu5tomers perceØtion oIquali really dcterrbines a company!s survival
. . ...
.
.. ..
•:.• ..
uZ. Answ,rdjs&orrct. .. .. . .
•421 - On surveys from customers what do high customer satisfaction numbers NOT indicate?
a Customer satisfaction .
Customer service
C. Ctatcmer Ioyairr
d ProdL qiat.ty siacTh.Y
Solution. This question seeks the best negauve ansver choice. Most questionnaires and surveys can
measure degrees of customer satisfaction (answer a, customer service (answer b). and product quality
(answer d). Satised cusiDmers are not necossadly very loyal (answer C).
:-:• ::&ài .
I SECTION IV
Teams are tented to improve processes and sive prob4ems Beceuse this Ls)ttmatety is designed to enable
the organization to betteiperform Is purposewith a lesser amount otwasted effort and resotlrces teams are
ultimately fomied to improve the efl9oenc’es of the organizatForl
4 23 Which six sigma rote is most ]d<ety to define obechves for an improvement learn’
a Leader
I, Sponsor
o FacIlitator
Member
Answer Ii is correct
I Reference GSSGB Pnmer Section lv 49/55 -
:.*
‘I
CSSGB 1006 31 0 QUALiTY COUNCiL OF INDIANA
1_
--—- --—-.— *=______&_ —.--—— — _•__•____\_
SECTION IV
Solution Tean members are not necessanly required tp work strange schedules, to have extensive
experience within the organizason or to understand all ofthe etemenis ofthe problem In fact a fresh set of
eyes and pe,spectlves can be ot extreme value to a team in sensino fresh dimension lo ,ts acbv’t’es
Thphmary atb-ibLJte of individual earn members that theveach believe in the multiplying power oftbe team
pnos that eve’a me les of —th ner,Dual tr a &ot gr8ater flar the sum of its eiciv&aI
rwrt,ors.
awor b conect
b. Atteedsal]teammeedngs . .
. . . . . . .
&qswer a is corrod
suggested a
4.26. A project team has been functioning very well for about two months. One member has
different approach to solving the problem they have been working on. The other members ststnglv
reject the idea. This is an example ol
a. Wandedust
b. Groitr.’*
c F nLrcet
C. Ac’.-passve cttanor
Scxor: rr.is is ar c,arole tf gror4’r.k. C-roL;tI,i,k 5 15cr by a CCW list las bec-re ery
rC-,i.W, hnvc a arDL f-ey ic n ece:ie to r_
Answer 3 s correct.
1 .:•
4.27. To brq.es useft] to, earn facitaors wten narrowfrg a mt of ptertia ptot1er areas to ‘rwesiga:e
indtde all of the foter EXCEPT.
a Bratnslormrng
Nominal Group technique
••vdtin ::::.. ..
.....
.....
.
.
MuvoOnguZ ••:.•
Solution: Note thata neoalive response arequested. TheIccyuesIion welds rarcMng. ma’nsIo,vin
susefjIr gereratngalage nisterof p:en’iaI p.otern sotas cwr.GtIernoar.dates NCr muUflnç.
aflovoting are useftil in narrowing a list Ofcandida[es to wor*:on
•:
.: .
Son Se,eral ypes el &4ila corTnflcat;cns ae 0110 way. The rLjde ieers. repts, ccrLje•
messagesand:.majls:. . . ..
.. .
.. .
..
I Ajnwer c is correct
S.:Iut;on. T;,e key qestcn .asa p.nary acI.vt;es. Th :Lest:cr, may ncA te :oiaJy a,,, saMe
must be applied. UnforlunaeIy. it is typical of many questions on current certibcation earns. Soth answers
a and b may ake plac. <Iunng a team meeting but they are dearly not primary activties. Answer a is
undesirable and answer b supports the tearn!s objectives. Answer c is the best choice. Answer d is a
supportive. t€cessary factor in the team process. This answer coulo te looked upon as a subset of answer a.
Answer c is correct.
4.31 When two team members express strong opposite views, the re’t’a’ning team members should:
Solution: Answers and bare too extreme. Ihores no indication mat a fight is ready to break out between
the Iwo team mernl,ers Answer is also a little off target. A learn sponsor may not even be in aftendanoe.
A learn facilitalor might clarify the two positions. The best choice is answer a.
Answer a is correct.
Soluoon: Cusrnmei inentificaon may eitmlnate wasTed overtisnt. naeae the proM per customerano mae
proau ecnlls easier but the most important reason is idenuMng the needs at the customers imoossible
MFc: <-sr; the cjsto—ie
A s—ripar will oq sjccossfj[ on :z, tIe e,:er tnat -: meats Is BOSS I’ei Ct
js
Z fles seeer j’,En tie
C TWit IOC
Answer a is coned.
• •
DEFINE TEAMS & CUSTOMERS SAMPLE QUESTIONS
.
-
. .
-
.4,33. A study on best customer satisfaction Øractices suggests this t,rinoiple: .•: . . .. •.
S Usepropersamptngmethodstoccllectdata . . . ..
Usemultipicinstrumentstocollectdata •:
:.
.
. . .
.. .
•.
Solution: This question requires•tbat a student choose froni several good answers, It is necessary to use a
P proper method (answer a). is not nède5sary use a consultant eslgned form (answerb):.lt Tea very good
idea to use multiple instruments to sUrvey (answer C) and it is also a good idea to use good equipment
. (answer d). The best answer is c because It .is a principle. Answers a and d are techniques.
Answerclscorrect. .. . ... .
Narrowskillsandexperterices .
Solution: Prcect teams may have a composite membership of technicians, engineers, supenisors,
mechanics, operators. etc. These individuals would normally have diverse aldus andexporiences.
. .. .
. 1.
Answer d is correct.
4.35. The most difficult staga for any team to work through is:
a. Norming
b. Storming
c. Performing
d. Forming
Solution: The storming phase is the most difficult team stage. teams reco9nize bow much work lies ahead
and feel overwhelmed. Their improvement and interpersonal skitis are still being developed. Individuals resist
seeking the opinions of others.
Answer b is correct.
Solution: A team champion or sponsor believes in the team process and supports the team based On
organizational authority. They are normally department managers,
Answer a is correct.
Solution: This question requires the completion of a statement, The first half of an idea is presented, and the
selected half must flow with the first halt- What general principle seems to fit best with the situation provided?
There are companiesthat maintain that the customer is akvays right (answera). This is a good principle and
it works for some companies. The process should not embarrass either party, (answer b), is an even better
principle. Answer c maintaining the company position and answer d. strict steps, are both poorer choices.
The best selection is b
Answer b Is correct.
428. Studies have shown that the most effective method to communicate information is:
a. Oral
b. Written
c. Non-verbal
d. A combination ot methcJs
Solution: This question is looking for the best answer from a Fist of three choices, The most effective
technique is a combination of communication methods. A number of classroom exercises have been
developed to illustrate the advantage of this combination
Answer d Is correct.
—St
SECTION VI
a. Span*
b. Pmjetling
C. Fi]ferhg::
d Leveling
Soloflon ThIs IS C definition quesnon The Ierm used for the d’st,ariion and adjustment otinformatian as it
progresses from a source to the final receger, is called ‘filtering
Answer c s correct
p
RPerence OSSOB Thimer Section IV 62 -
I a.
ti
Avoiding
Asvr.jatir,g
. .
C
- d ntrng
- sGuw: Avoidnc. acrrm’odan. a cc4rm-oatg stions are mci asserjve rosicns wter irg to
- resoFve nfiict .
.
Answer c is collect
..
.—..—....
IS
SECTION V
5.1 aliat s the main dftertice Le:een risk analysis arc i51 manaefleri’
Solution Risk manaement ‘5 a more thorough process white risk analysis is more sperfltIc to the ways
complex osk Is evaluated Both are different, eliminating answer a Answer b does not reflect the real
meaning of nsk management Answer d refers to particular parts of ri management
Aflswerclsvorrett.: •.••• . . . . .
52 A Droject has beer cornoleled a-z the nal repoc wt_sn Tie rex: ac’j*y re4earl to tne ‘oeei .s:
a. Bene5t<ost analysis ..
Postmortem ariatysLs .
. .
. . .
Document archiving
Solution: Atterthe gnat report. The next piojed step is the postmortem analysis, also caiied lessons earned,
autopsy or post-pn’ject appraisal Theanelysis of what went well and what wont wrong is used as a teaming
toolfor fuluia projects.
Arwwet b Is corre
53. Which 0 f the new ualiry management loch is used to organize acts and data about an urdamiiiar
stibiect or problem?
So&jjisr: The head *--jc,e -5 I1DI Sr rape Ct ny of he otnaJ C’ fltW riuaiirv nianegernent IDols
Pt na:tix cagrair rE-cures athart,- tI- tie sijle;: or oreu ore ia ee-e,s a y taii”e a
e:te-grP weicI-rm The AND reures sut*e’ct co4ezge fl croecf crpetiz- ca:es
Tie affnn, naqiam 5 ve :SMJ: croenizn-n a,:!s aas 2K daa absui: a relativey .‘amil a 2LDec
Answer a is correct.
Sin- Th,s QuesIa rres !sn,HiasiN fle Pareto diaa t an arvar reat .%sytrs a arts
d perai,uo5ttc.cagram5. Ms ercocnseresb mfls:YTrrg. Darmoragcanisassistnfcwskg Shatter
or top priority tons or areas of cor.ten
Answer b Is count
55 When constructing a Pareto diagram where should the ‘jhers” category be placed’
t.: Diratllyinthecanhitr.oflbectart .
:••c*Attheendasthelaslcate9ory •• . •.:
Scttvi Tn:s quester reDSes specôc Pare:o dagrr Kr,Aede. The others’ ca:occrv 5 ar
accumulation of the tilvia: many. ard therefore. 5 trac.t Cray placed atte ens of the d.aoran as the act
Answer a Is concI.
5.0. The matrix diagram is used to showthe relationship between 2 variables. Matrices can be developed
n several ways. Which of the following matrix types illustrates relationships in three planes?
a. L-type
b. T-Iype
C-type
C.
So4ution: J1swers a and b can be ehrninated. These two ypes ofcharts Conan eieflens or Mc p:anes :X
arts V axis:. be Y-rve ra:nx so Ieg pates and S t preperd—oce left The C-bce ra:Iix is a more
rcrrocated Se rip Y-tvDe rarces pnoztec irtc t:,rOe dir.ers cnz tsace Tis a::ercy*rewoald Set! 0
sx’sr ‘e inert of ne ssrcr.
References: CsSGB Primer, Section V -46/47, See atso the Memory Jogger Plus from Goat!QPL for
illustration of the more complicated matrices.
•:.
. :.:.:
:‘.
.
:
.
4114 Afl S A*fl i
SECTION V
7 Which of the following quabty improvement tools utilize the accumulation of ideas or data into
categories’
a Confroloharts
I) POCA
Pareto diagrams
Flowcharts
Solution The Pareto diagram can accumulate problems defects failures etc into categories The other
answer choices do not
Answer c Is correct
Rdferén: CSSGSP4oier. Secdon V W1O and 12. S?ctiori II -37138 Section V 3/4 and Section IX- 9/SI.
- -
58 For organizing information, facts or data into a systematic, logical manner, which of tile following new
quality tools would be used?
a An interrelationship digraph
ti Atreediagram
o An activity network diagram
Pnorrtizabon matrix
• The priodtiation matrix and interrelationship digraph are inappropriate answers. The activity network diagram
• •: a the best second choice but ft encompasses more timing detail and seems to be at odds with the intent of
•.thequestion.
Answerbisoorrect.
5 9 New quaIL management lools are heng used to help the problem solinng process Which of the
following toots pro’des a numenc ranking of options
a Intenelatronship digraph
•:*:.b;. Aflnitydigam:
.::c ActiviIy netwórl< diaran,
d Priostazelon mamas
Suton. The inne atcrsSp aeapt and afTh.ty da;rarr aT gra.cin e:iues eàiar ii-. some ways Is
Ito &nno diagram. The acK*, et*orkdaom bdtates a r5€SS tJow stlarto crflcat path nethsds.
The riont.zaior matrix -.aam a!:cns b-lie se o pr.eplcaE e-ajocshD eankrros
Answer d s conat
510 Which of these quabty tools would NOT be expected to he used during he results confirmatiOn stage
of a problem solution’
• •::aFowiod
b. Pa,elo diagram
a HSsjran’
d. Ctrtdiai1
ScIuorNoIehat a re€tve responses requested Tre results ccnfirnatcr stage uses perfcrmano data
ccoonand anaysis DcsJ<t asdsckseets. Pare;Ddiagrzrrs :s:ograrrs acxitarls. ilietiow
fl is nonravy used eart’ in te oroerr. sct.tt 4c,ess often nep defoe fle pett.
a. EnvLIol,mental risks
b. Sriedure ‘151(5
C Cast r,sl5
d. Mtgat9 ri5s
Ston Noi Nat a ie9aT’e re{oe is raquesrec. kl at he isted re-,s se c:en:ia risk a’eas
-lou-ever. PS aasi kev area S 15( r’itr;afl. &nce ni. is an aItefw: 0 eoJc ne rc: of JrtDeseqr
H .:::H;HmstH
5.12. One would say that the final stage in project management would he:
Solution: The project proposal occurs near the beginning of a project. After completion of a project comes
the project review (also called postmortem analysis arid lessons learned). However, the last stagewould be
the archiving of the project documentation.
Answer d Is correct.
5.1 a. In developing a chart to plot a course of action, with many of the events or milestones unknown, which
new quality management tool would be used?
Solution: The affinity diagram is a brainstorming, mind mapping technique. The matrix diagram shows
relationships between categories. Thus! answers c and d are inappropriate icr this question. The activity
network diagram is a good second cthoice for this quesbon. However, the events or milestones are usually
known with this technique, The POPO technique is used to develop contingency courses of action for
challenging. complex tasks.
Answer a Is correct.
5,14. Which of the seven modern quality management tools use techniques that incorporate a form of flow
charting?
Solution: The modem quality tools that involve pmcess or system flow charbng include: tree diagrams. PUPO
charts, and activity network diagrams , Matrix and priotitization matrix activities use data charts. The
interrelationship diagraph and affinity diagram use other visual tools.
Answer b is correct.
Answer c is coiTect.
cb
OSSOS zoos
43 QOALF1Y COutlCtL OF FNDJANA
•. :
‘ tA
SECTION V
LE QUESTIONS
FIN E -T OO LS , PR OJ ECTS & RESULTS. SAMP
DE
nt process?
tem ent bes t des cri bes an optimized risk rnanagelie
Which sta
expsu’e
a. CDSt cfresution equals risk
t risk are min imi zed
Ovel cos and
lig abo n pla ns tha t are rare ty eercised
Rist< mi
n
A scatabe arid f7eøible pla
t cess s c deretcç:
nlanagerIlen pro
risk are minimized, the risk . The j;a
Solution: When overall cost aM e cos tot res oru rion and risk exposrs aropc::e4
ught o(a sa cha rtw ber
management pro cess that is
This is probacly best tho poi nt he ’ cos T and risk meat. A risk ces s
o; st result in an optima ’ pro
risk exposure potht s at e dbu te but it does not necessarily
a val uab le afl
scalable and flexible is
Answer b is correct.
n 3S31 and logic)
qeterence: CSSGS Printer. Sectio V
ror a project:
5. 9. Vanac,s from budget
planned and actus: cosrs
Are the differonces between
a. ing cos
er did a poorjob of ntroll
irt!cafe the pr*c! manag
b. the norm
ndard deviabon units from
We usually expressed in sta
cornpLe design activities
d. Are epecied in most
costs. A pcsi:ive
en the bud get and actual revenues ann
Solution: The variance 0 the dif fer enc e bet we ally denotes an unlavarante
dev iati on and a negative valiance usu n vided
variance usualty denotes a
lav ora hie otfied and the intoimalio pro
ini ple iien rat ion . ftc act ual cash ilows are docum ts. Th e oif ter ence
deviation- During project s aiid dec i5i ons can be made to control cos
w proiect nianager so
that dji’stment
is t
1 orts to make changes.
d act ual costs are used to focus eff
be?ween planne and
Answer a is correct.
Logic,.
Primer. Section V 3l.i3S (and
ts.ncn: CSSGB
-
A
44 0t34U11 coucii OP INDIAN
cssGe 2006