I..

SIXS1GMAGREEN8LT

© 2006 by BIB Wortmar, - Al! rights reserved

‘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.

CSSOA 2D06 INTRO - QUALITY COUNCIL OF NUINA

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

iNTRO 4- © QLJAUTY COUNCEL O NflANA

CSSGB 1ot

ii& d&2á&fl tt
 SECTION II

SIX SIGMA GOALS - SAMPLE OUESflONS

2 1. A cflariret and cCd ar oac, to -ob4em ovin lg)SI si S,ma cigar zaDons is calico;
a. SLPOC
b. OMAIC

a DPMO

Solution: This is a straightforward Io,oiledge question. The

onlytwu problem sokng approcohes listed are
DMAFC and PDCA. The too’ most closely associated with
six sigma is DMAIC (Define, Measure, Analyze,
Improveand Controll. Pfan.do-checl<-act is another mmo
n teem problem solving tooL SIPOC (Suppliers,
‘cuts Prcctss. 3utts Cts2crocs .s a ht. ev& pqs
s tc rap Lssd in sc sra ar DPMC s ar
acronym for defects per million opponunities

Answ&r b Is correct.

Ecfcr&nce: CSSG Primer Section II 4 and 37/41

2 2. Jsg s. rn.a netcv-y. a os-mary a: t. sic9s wtEc

rae a fiAe ra:e c

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.

Referef,ce SSGS Pvr. Sec}nc I - S arc Senor XV - 3

2.3. From an upper management gerspective, what

has been the pr,ncjpat rTlotivating factor in embrac
sAx eiorm,a’ ing

a Rhr fre resE1t5

h. Maiot share growth
a. Defect reductions
d. Customer Incus

DhJ Crosby orbs s,a:ev :net

tipper narage.reo: is nter6seJ r n-ore,, fla.no roney.
[misina n’cfley He saa thee ,,m;cr be si-.o ete L be ar flO
rev pi Ta I .r. cysaks cr flew.
Answers b.c and d could be bsnsidered to be subsels of
answe{ a.
Answer a is correct.

9flrtrc cSSSS Pcp-.e’ &-ctcr. im . .t 5 ‘.‘d IDOW.!

05500 2006
1 @OUALITY000NCILOF INDiANA
 SECTION II

SIX SIGMA GOALS - SAMPLE QUESTIONS

S .rc. 305 a. &
adva ntag es of trai ng man ager s in six sigma concepts beroic me %tu
2,4. The
01g EXCEPT.

a. Managers have more lime available for Iraining

Managers must load the seØ-’7,7ner of s sgm
if uopcrt 5 expec!ed
c. Manages r”ust .nderstd lie corcopls heir tjfl
ing
d Managers will validate the overall impact of the train
as much (or more) time
M!s re( a oega flve oss onw is requested Managers normally have
Scj t,: t !eac the eflert. vacale
Thus, answer a is unirue Managers mus
pressure as other mpany employees.
concepts.
he training and unoeralano toe quaiitv

Answer is the correct, incorrect choice.

S and 0cc.
?efer@,co’CSS9S Pr’rr. Sec’i ‘!.&

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

a. Srar. tey have ‘c Df bw f

. Unwise, they probabry can’t afford the effort
ities first
c. Unwise, they need to attend to basic activ
nJctu!e
a. Sniartey t’.gsy -wn, re sa S’]s

company in question shoulo COci. Get “fore rtnoa,’fenal tu,,dq

Selubon: Most authorities agree mat Inc
t.
blocks rn
5

Mswer C is considered correct,

(arid logicj.
Reference: CSSGB Pn’mru Section II 26/ -

c QuALYcouNclt or IiDI4M
2
cssGB 2e05

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 SECTION II

SX SIGMA GOALS - SAMPLE QUESTIONS

2.7 One of Dr Oeming!s 14 paints for managem
ent states. tease decendence uson inspectio
to acnve lLatv. The uw4ro.n tere: ts n as a way
cf s:ate,ect is wtvt, of r.e foF,,jing?
a. Many American companies employ too
many inspectors; perhaps 5% 10% of
b. Quality should be built into the product, -
the work lame
not inspected in
C. In most cases. the worker should Derform b,siI
Ier own ‘n.spec)r ard ,ni
d. Most manual inspect!on will miss 0!v Cr sOflvct CISC
TO%20% ofdefect under tvaicat workmg
conoibors
MJon; this question requests the underlying tenet
minimized or eliminated. Mswers a, arid or real reason that Inspection dependence
C d are true statements in many circumstances should be
expand sortie oftt,ewe3krssesor . They exp]ain or
tactsver.t dnr:stsedo
question best. If quality is built into the prod r htt.vr awerhexastte
uct, then it doesnt atter it i,Iwect.cr .,ss
&fect tt these. 2 !r
e 0,i&.sT1 tu itv!pfove qaality is too late, inete a detect. ire
cannot inspect quality into a producr’ ctivp antI costly harold F. Dodge saId, !You

AJ’ISWec b is coned.

R€ecet-!ces: CSSG P,irneT Sect

ion II’ 14 (and logic) and W. Edwards
Cambridge MIT Press. Doming (t96). Gui of the Crisis.

2.8. Whichofthefciiowinc quaFfylrarIesvfl4dbe

ncseav’, rtfeca epTcp”e4ct
and breakthrough projects? .mp.ov&Toen

a. Ishikawa
D. Denitna
C. Jurar
d. Crosby

,turans Trioyf rrs5ts cttr

ee r.cc.esses qjsrfy
quality improvement phase woula ceitainty . uairi• 2V’9 .• nmener.. Tie
be considered a project a each 0 rrstw.ewert
Answer o Is correct.

rrce CSSGa rmroc sectx II -21 and foci.

?.g. Identity the quality guru who believed

the best approach to understandin.q the purp
system would be the tour absolutes o nuality ose of a quality
management.
a. Dr Feioebaur
b. Philip Crosby
r. Dr. Deming
ci. Dr. .lurait

S,Iu.ar TI-p ‘cc’

ot niat, n-at-,a9er-er are par.
t
a Crusbys message.
Answer b is Correct.

Reference (rSSGR Pmnr Section -12

05508 1t05
3 QUALm COUNCIL. OF INOIMM
 ..
.SECTIONII
.
.

.SIXSIOMA:GCALS.SAMPLE QUEST IONS .. ...

*
, 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

Answer his correct.

4.
k’clerence. CSSGb P,cyYer
.

NA
4 © QUALITY couNciL OF INOIP
GSSSS 2fl5

‘. ‘:..U ..
 SECTiON II

SIX SIGMA GOALS - SAMPLE QUESTIONS

.2.13. In wl,at aIeaswoL,ld upper martagemeni be most helpiul in the nitialion of a six sigma efloil?.

a Providcng dErectlralning to btadc belts

h. Standardizingbusinessoperations. . . . . .
Providing keyresotirces to the organization . ..
. . . Directing the improvement projects . .
Scttroc: r. six sgra as in. flost athe sIrateic raties, uçpe’ r-age’rrt bs by ptceg
o,€,afl ciretlion c reset rces.

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?

a. The ccr’pany ornety ia, an efteie invocenient effen

b Cirren c/’actges are over,dieimng be company resoirces
a The cotortEa garS erect Jiloer! to turd s4x s-s
d I’wre are ffc,A.es !n reg o.s:orne re>’errer

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’.

2.15. The oJnceDt behind PDCA is’

a. The flewi’-e Stewaq nvth

h. Process flow
0. ContInuous improvement
d. Satisng supplien

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

Re4nrcc CSSGS Th:r,e Secticn -

030GB 2005 5 .,. QUALm coucil OF rNOIANA

 SCC11ON II

SIX SIGMAGOALS ;SAMPLE QUESTIONS

why is ‘lie PDcA cycle so readily accepted by moM American earns a,d ,,]Ifl&als?
2 16.
ms
a. is the natural way that rnc.sl people alresoy approach proble
has wide Ameri can follow ing
It was promoted by Or- Darning who a
It has been •weIy used in JaparL with succes s
ues
d. Ft requires much less work than comparable improvement techniq
sr i: raar to Pari a
SEor: n 1 1k abotri tie PUCA pnxess V)1.e ore epctes a xcte!v
and tajce Krtbe. act:cn basec c. the esIt?
pctertial sc’ution take some actbn. clea the ojtcome

Answerals correct,

Mrn: CSSSB Primer, Section 11-37 (and logic).

2-17- The term netrics most frenuenclv refers to:

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 ills correct.

Reference: CSSCB Primer Section II - 29/30.

2 IS. St-D-rT auic pais e:

a. Usually defined by customer

b. Set before objectives can be determined
C. Supportive of strategic objedives
Nor.aey opsosale o Ionç !n9e 1
oh
e clives

Lsed to ‘rrcleoerl kra and shDt-te,n seteQ

So.. ia’. Short-tar. aorta] ciars or oce’atio,a] clars are
or—, ctezt:ves dam cies. ad ptgran-:osipct.ie
p:a’s. unc.,xaiep,rirnerts. .‘eicp5t
sahs customer needs. but are not
organizations strategic plans. Shod-term plans may be developec.l to
ives must be dc-rined before the plans to meet
defined by custon,ers. therefore, answer a is incorrect. Object
Since the short-tern, plans support the long
those objectives can be determined. Answer b is also incorrect,
Both Short and ]Or!g-terrTl quality plans
range obiectives. lucy cannel be opposite to them. Answer is false.
rarj s:r1’ec ebectives.

Answer c is corteci,

Reference: CSSGB Prime’. Section rI - 31.

6 0 QUAUTV coucit Or INDIanA

casca 2005

L 1* & a L1t
 •
.

SECTION II

SIX SIGMA GOALS SAMPLE QUEST

IONS
2.19: hi meffics fcw.niat wore ber veoped 0 track nr4ep1ace respons
l
..:.:woo,dbenclud? e, itict ol me loftwing nems
. .

..

Costofquawy
t. Coston,er reterit,r.
C Cyce lime reduction
d. Profit r*largin on sates

Answer a is a meawre of rescurc ocetkc. Answ

. er c may e an, internal resource or cost
•Mswer d isa measure of prom. measurement.

Answer b is C00tt,

Reference: OSSOB Primer, Secl[or,

IT 29130. -

2.20: Which of the Iys:ng nthcs wet

lu be ne snosi rnappmpate w mea
resources? sure he effeclive use of

a. Customer counesy ratings

b. Ooslofquaiity
c. Percentage of defects genereted
t. Reduction in product or service varia
tion
Soluton. Nole that a r.clatva Iesp3rs2
5 re4Jested Cusoner courtesy ratings.
a rnarf<etp[ace response. The other answers aiiliGugl Impoflafli. are
may be measurements of resource usag
e.
Answer a is the correct incorrect, choice.
Reference: CSS&S Phmer, Secitco II 29130 (and logic).

6.

cssoe 2POC
7 @ QUAUfl COUNCIL OF INDF.A
 .
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:. •..

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
.

des with RPNs greater than so

..
•

a. Work onthose failure mo

.

iic i’4ghest RPNs

. ..
. .
. .

Use the Pareto principle to pnoritize

. .

b. high RPN numbers

ntit y fail ure mo des with hig h sei/ eIiw rankings, followed by
t Ide ure n,ode
d sled with the top :20% ci the fail
. .
.

.d. Use the Pareto prlnciple.an

Answer b is a gxid aftng ct
Nis we roi s inco mp lete - One must go beyond the inmal RPN icc€ at t3lose vitt
solution:
red uce nos e witii hgf i svert,Y,wki.:gs st, d emsi
bu answer C points out the nee
d to
consider severit, nLnlbers.
RPN s. Ans wer d is an inco mplete choice. since one musi also
high

AnswrcicorrecL
5O. V -07 andFMEA (2001).
. .

Referens: cssas primer Section II

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
.

b. Designate an engineer to sch edu led inte rva ls

,equta’ly
c. Review The documents at review acttvlt,es
t Have cro ss fun ctio nal team s assgned to each FMEA for
turned over to a process owner
bee n mp lete d. the overall ownership must be or
Solution: Onc e a FME A has
onsLoil’liea Answer b s not an
daal&.oroe sqce The engineer ray
s par tot hisl ber resp is a’-p ora rt. bj it is
who incl ude it 2%
be rBe ssn ed !io r hr-ia o tfrne Arswe C
so As,
may riot be a process owner and pletion of a FMEA Cross functional teams are ‘iceded to conduct FME
r com
usuahy notthe next event afte
re.t ew aelivities ray not be o,ac;ticai
but assigning a team &J

Answer a is correct
tion lii 4b’, 52 arm Stamals. 0 C95L
Relerences CSSGB Primer Sec
-

B © QUALITY COUNCIL OF INOINA

055GB 20C41

:r:...:<Ie:
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 SECTION iii

Leon & DFSS - SAMPLE QUESTIONS

3.3. A process FMEA is generally perfon,rid:
a. Just after the design FMEA contoleted
b .ust b€fcre tie p.cdLotio’ Gng is auiharzed
C. JUS! aver the design awncs are wze
d
d. As soon as a rnanufactu,ng detect is uncovered

&ution: The process •PMEA is Inidated before or

after the feasibility stage, prior to production lading. and
accouos or 5 q ranu’actudng cceratic
Answg,5 3 at C ae r.ariay carect a eat. a
started afterthe ORIEA but it could be some tine -aA.EA 5 .ssi.aa
before oroducton actvities stan up. Mswerd 5riud ead
lbs prcce ownaito revi&fr be /EA IC ct.& r nob.
r fa:tgt moot has OcourTec. A PFVEA shouiO be
in place before manutacturing commences.

Answer b is correct.

Reference: CSSGR Pnme, Sect,or ILL- SI

aid NAG !0O1).

3.4. 1Mw is DESS calLed the future af six sigma?

a. There are few remaining OMALC projects avaiiabio

in rrosr comganies
b. DESS rcadn.a’s are n-cre atrect.ye tan D&AIC ocis
• c DESS beder serves the current innovation initialives
of many companies
DMAIC projects do not achieve six sigma levels withou
t DFSS
S*tcn 5eDen: pubtztoq-s i - tort fle VQae arc -Ove.rnota se0e’s
1
sfltegLes based on systematic innovation. DFSS roadm expless ne ree fcc .r.oe
aps have fl-s rotert o ecre
tno&.atin Misttv€. Answer a is net toje. [5 cer.W of so
There are plenty of DWAiC projects available for
Answer I, may be tue lorcerlain designers and engine most companies.
ers, but is not true tc,r many employees. Answe
also not true many OMAIC projects continue to achiev r d is
e the desired six sigma levels.
Answer c 5 correct.

References C.SSGB Pdmer Sectio

n III 3S. Bisgaard, S. & De Mast, J. (Janua
Whets Next? PMijtv Progress
-

ry, 20061. ‘After Six Sigma

39(1), 30-36.

essob ZOOs
9 OUAUW COUNCIL OF INDIANA

ji r
 • SECTION III
S
• . .
. Lean &:DFSS.SAMLEQUESTION

Wttt oftM fdkjirg is NOT DPSS

3.5.

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.

Answer c is th consct, incaryget choice.

088GB P’imer, Section II 39/44.

icn.cz
-

cE:cr act tuatst€i

requirements. quantifies rnar1<etir nfora
3.8. Which IDOV phase defines overall product
icritical to quality) features.
feedback, and creates the first set of 010

a. l4enti
b. Destor
Optimize . ... .
C.
d.Validato .

clearly refers to the dent.ty phase of the DCV nt.z.rAog,

Solution: The definition

Answero I, correct.

qefce-c: CSSGE P,mor Section -

Which ot the followings NOT a goal of TOG?

3.7.

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

.9efere’ica CSSG P:ve Scur. .

10 QUAUfl CodrCLOt INLNflA

CSSGB 2Ob

. . . . .*. .
H . ... H . :: ...::: :<.:... :..

:..:: H -
 SECTION III

Lean 8.DFSS SAMPLE QUESTIONS

-

• 38. What is the best deñnition •o Iakt time?

a 1 -s a cc-j!aed Ire alorrert ot ecLaJS OJSGVe( cnanc

It is the speed at wild, pails must be nianufacttjreo in Order ID satistv itwd
C. t 5 t•ie .nearttEa: c ar: lest snter.
a It is the application ot Raizen to conhinuous ow nanufacIurinq

• :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.

cironFce: 0SS08 P,t,nsr, Section 11-12 (and logic).

• 39 The production of product in large ots has afl cf to fakwW

4 dsadvtee5 LXCEP’ Ot;

a Maximization of machine efficiencies

b. Lucoer jst’o€r dever lea.] nes
• c. Adational produch transpoilation expenses
• a Potental product damage Dr deterioration costs

Nore that a negative response is roouested. Answers b. c and d are

all disadvantages pointed out by
• •proponents or jean manufacturing ai,d continuous cw. Answer a is oeneralty recognize.1 as the main
a&ar-tje ! ate bstct ruts. Thi ‘lay De T0e Dtgf rn J-t disa4vaxaces

iswera Is the oorrtct. incorrect, choice.

Reference: CSSGB Pr,,ne,, Section 111-7 and 7/l4 (and Ioic).

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

Solution: Note’ that a negative response is requested. The nluda of waiting is

the least likely suspect, The
other answers are more flagrant offenders.

Answer c is the corect. incorreci. cl,oia.

Reference CSSGB P:no’ Secti 91 - 28’2q (aid ocE

CSSGB 1006 11 © QuALITY COUNCIL OF NOlNA

•.:

:. :.‘:—
:.:
.
.:
 ..:. .::..•
.:.SEc.TI0NIII. . ...

Lean & DFSS -SAMPLE QUESTIONS

term of protossrng muda
3 11 ldenhjt, a nonvaloe added activity that would be considered a
. .
a n aid a Tom-s of ransçcda,kc
b M ergonomically unsound wo&olaoe
Rosnapnga p’cd-a a-c to pOcr ces . .
C-
Producing more than needed by the custom er

dàategdries. .
S&utjon: ]1iisouesttonreulresson detailed Rnóedge otrnu

Ans*&a s arisr.ylati, muda

Answer b is mobrni muda

..
Answed is oerprodLicuDr muda

Answ.rtiscornct

CSSG8 Pnntor, Sec’ion III 28

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

R€Ierer,c CSSGB P*ner. Section HI - 20121

ing EXCEPT
3 13 The essence ci Kariban cencepts includes alt of the fol]ow

a fleverv of -xs—Qoert ar: p40&tcs co/when needed

b M’riinal stc’age in Drcdlxton areas
failure occw
c. Distress throughoul tie proatjcdor systea t4hen a machine
a Wide applicabIity to repetitive end non-repetitive production plants
ususiN recogr.ized as key Kanhan
Solutiow Note hat a negative responses recuested. lIeI1s a and bare
te system sioss tn arE alnust any cz-Jçrnen
system e!ernents. S;nce ‘rptocess nvecorj is so sw,
pJ,:cn Ans*vr c The sflterrt is rot azp abe to ore_
ofa<ind ns ci1ain flcss irc-jstres

Answer d is the correct incoirect choice.

R!erec rSSO9 °e Seton Ill. 20.21

12 r GUAtITY COUNCIL- OP INDIAIiA

CSSOe 21j06

— 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 •..:
..

C. S uz2er or Igtt snaIs

a SeIf-cpe r’soectio,s

Sctlon The ey question words

devtas nspedt,ong lorlhe
be sUspect However most experts
in he area of pol<a Voke
.::
checkmethods
mosipart have human components
and can
do recommend source soD and

....... successive
.... ....
..
.

Answer dis II)e Correct ocorreot

choice.
Relerefice CSSGB Pnmer Secton
III 26 (and cole)

3:15. Consider ThetUowic detn

i, The besi ccrbsa!ia
produce a pitduct or serite o m.adines a peoee wo4cirç tcgevic
at a particuiar point In sme. -’ to
- What ea, 0000ect is bang
des-ibed?
a. Standarc[worl< :. . ..
..

b AMurestate map
...
..

The value stream

d. Ulmafee me .. .

Solution The quote comes from Shams (2GOI

hr’vae1 ad dest-es stapsa,t oz
sound qot.u .
The other arswers ke

Answer Is correct : .. .
. ..

.
.
.. .

:
.:.:
Refarences CSSGP Prre- Secon UI .

•: .

.
.

0 Wo in The New Demand

- a Shna A. & Moony. P. 2O:)
Economy cy EdiMing to Owe, ,ith . The Ps4rc Ep)e: How
Fe we’ Resources New
Yt: T’,e rree Prs

3.16. •Whiohofthe foUow[ng techniq

ues is most effectiveforincorpcran
sges of pdduot design? desired attributes intothe cattiest
.
.. . .

a FM
b.FRACAS
cOFt . .

FMEA :. .

PJdIn: This question requires Jnoledye

LsteCecnkes as seana’Ls aaue otconirnon mliahphtvtocbrltoues ‘arthowaony,-s .A}i &
deployment and failure
rerat,q. arary5aro Dreayeac&
me effects analysis we ‘‘tarl system qtah:ykrtiional
Ister reeds and tifcsti,3s ts aM enrs boweve,.
r .e ear?, stages :0 deez
o pTtouct rslgn, OFO is the proper lechnique.
Answer c is correct,

ReIcrffic: CSSGB Pin.e.

Sctkw I . W45 ad Sczoi .J-29

I:
CSSGB 2O
13 0’ OUAUW cOJNa. OF

:.
•.:..:
 SECTION III

Lean & DFSS - SAMPLE QUESTIONS

These measures are:
.

lvOs iwo nleasóres of failure.

.

3.i 7: The aral ysis dfri sk nvä

cts
a Failure analysis and fa,Pure effe .

• FMure mb de and fail ure .

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 .

Primor, Section fl 47J5fl

.

.: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.
••

III- 47150 (and logic).

.
.

Reference:. CSSGB P4nie Section

.

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
-

C;flLJT cOukCL O FND!M4A

14 .

OSSOS 1005

:
 SECTION II
Lean & DFSS SAMPI& QUESTIONS
-

520.: As *tt ne seven quality management too’s lie

Japanese concept 0fW&f(place ofganzaon. SS. has
been Ame&anized Of the Tue onginal tls w*l ste
baflst 0 frid in the American s-a’5m’
a. Set.,
b. Seiton
0 Shirsuke
d Seiso

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 :.:

Re&er.ce CSSGS Pctq’e’ Settc. II - 1&20 and ic

3.2 Overproductta, saap. v*g ar4 excess motbq are

sit tons Cf
a. WM
b
Kanban
d CFM

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

Reference- tssGs p •• fl] 27

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

Solution; The quesIkn is descflbjngfhe kariban

systemofsigqals arid control. Muda (waste)and poka-yoke
nhistake proofing) are outofstep with the qoeshon. TheMdon board
is a ljghtedoveyfiead display showing
current status and problems

Answer a is correcl

Refersnce CSSGB Psimer Section [Ii 20/21-

C5S6Brs6 15 cOUAiincOUHCiL OF
::. .:SS

SECUONIN

Lean & DFSS SAMPLE QUESTIONS -

vest wear ofthe

inum plant in Japan Were gilen WhtO glo
3-23- :AmGricsn isitor.s to an alum
program was being disp1aye&?
. .
..
..
.

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

.&!na CSSGBP,-e Set’jy- LI -

ct of hcruar 0001 na prDSS 5

.3.24.: Al] attempt w minimize no irTa
.
.
. .

: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.
.. .
. . .
..

imp nn]aflt. Poka-yoke :s a earls ef

.

.:AflswerajscorrSct
U .

CSS&SPene Sen!.orfl’-26
. .
.

.Reterance

visual factory concept’

does NOT necessarily comphment the
3 25 Wt,ch of the foaowing techniques

•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
.

QUALITY COUNCIl OF IiDlANA

16 .

CSSGB ?cOS

::,S: :.
.
 SECnONIU
Lean & DFSS SAMPLE QUESTIONS
-

3 28 Reew the fdfowg &s eIerqen and sntify e t

‘d Th s f inq
ñas ffldsslng !tems

CteaIe a rmn aP 0
beet, for
,

Use aFste anti matena, pIacenent

Use bers or 5
bQs bteodes
a Sort

os
d Sntemat

A co revare sratenent nIef

steo

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

Ta or conetr}nts ‘emorng naJ or boftPePe n a p’oce to

a Acheoç ro
Mswe, d is correc,

Refeece 6
CSS& Pnrne, 0
S
1
j 0
0e 3013

:...
 .

SECTIONiII
. .

... .

Lean & DFSS - SAMPLE QUESTIONS

vea’
pull System! which of the t000wlng may NOT be achie
3 20 In a production factory which utilizes the

a Reduced raw materiaL inventory

b. Recuca :n-ç’cc5s irflc,y
lncreasedprices
..

c .

Reduced finished goods inventory

.
. .

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.
..
.
.

Aiswero is the cocThet. incorrect. •j•

J ares. U :l93.L n Th*’g: Ears.n Wasre

Refetcnces: CSSGSP%ma Sectcn Fri 72 V;;nasy.
-

Simon & Schuster.

and Create Weafth in Your Coipcration. New York;

reduce cycLe time?

3.29. tderitify the business element that mlaht NOT
. . .

a..:Utilzing problem solving tools

. .
.. .
.

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

Answer d Is the correct, incorrect, choice.

Reference: CSSGB Pdmer, Section Ill - 13)17 (and logic).

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

Answer b is considered correct.

Refer2g? 08308 Pdn:er. Section LII - 6/11 (and logic).

18 ‘ OuAuTV CouNciL o eiD’MiA

CSSaS 2006

— , /
Z2’ 4r,
 SECTiON. III

Lean & DFSS SAMPLE QUESTIONS -

3 31 A vaftie strem map does NOT normally prov,de

data on
a. Ctargeoi,*ne
K Cyc tme
a Work s, olocass recto
d Sppfres frI-.ed goocs venoy

Solution A value sueam map provides data on

dlangeovertime, work n process nvento, and
The vake stream map does not usually provide data cyc}e lime
cii a soppFe?s finished goods inventory There can
displayed rnIozwatlon on internal oventones be

Nitwer (I is the con&t, TICn,Ct choice.

Reference; CSSGB Primer Sector Ill - 13f6.

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

Reference 085GB Pamer Section Iii 27/28

3.33 dentlj The best way 0 error proof acirvtes?

a. Btco,ectia aclions .
.
.

b. .Sy.preverlhveactions .:

: . . . . . . .

c
.

By containment actions
d By temporaiy acbons

Sqlutiorj: Preventve actionpmvents enors from oecucr’rlg.

Corrective, terwo’ary. and cortrrer aziions
coqea errors aoc tey cur.
Answer b Is correct
Reference; CSSC,S Pnrnei, Settion III 26 and logic). :

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

Rer. CS$Gs &dL ‘IJr Oand ic

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

Reerejj: CSSrSB Pnme, Section iii -do.

20 2 OUUW coUNc OF
CSSGa 26

r-
: r,
z•>
—
—
- /

.: —•: V.
 SECTION III

Lean & DFSS SAMPLE QUESTIONS

-

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

Re(erence CSSGS Prime, Seotio’, UI 44/45 and Section V 27129

- -

3.3S. Ouality ftmncton deployment aiso inown as the house.oIquaIity,lstjsed :inthe design process- II has
various banefs. he rnosl orilical being

a People are aIned and l.** toger,er

b. Designers have access 10 t,e riçdt echr,cal specs
C. CL.stcgners ut the.’ wan’s dowr cx oaper
d Co,e.mue ana;ys is developed oectivey

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.

Reference CSSGBP*ner Section III 44/46 and Section IV 27129. -

1<

CSScB 2006 21 0 QUALITY COUNCIL OF INOIMjA

/?___ ————
 SECTION III

Loan & DFSS SAMPLE QUESTIONS -

339 Reduced cycle Pnies for a ptoducl can result ri reduced wod< in omgress, reauceo waste, and:

a Increased product costs

Improved operations .
... ••.••

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.

Reference CSSGB Pnmer Section lli IS (arid loglol

3.40 1P! reiatiorsio Iota lean e’erprse systa rrta’s:

a local productive maintenance to maximize equipment Usage

•Totai raventie maintenance 0 redu6etotal costs .
.. :. . . .. .

0. Totar process mnagerneflt manage prDcess ccts

d. TOW prever,tive oIanterare 3 Lm downdgre

uctive maintenance (answer a) One

SolutLan This se straight denition question rPM means total prod
ers and d hve content that is close
vety.key WM objectives to maximize aquipmanleffecoveness, Answ
to the cenect answer, Aiser Cs a weak

Answeraisoorrect,
.
. .
.
. .
.

24and logic).
.

Reference: CSSGB P,lrverSection IA

U .

22 OUAL’fl CC’J•hC’ OF NOIANA

CSSGfl WOe

E
 SECTiON IV

DEFINE TEAMS & CUSTOMERS SAMPtE QUESTIONS

-
-

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. .
.. . .

Reference CSSGB Pnmer Section lii 44145 and Section lv 28

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

So)tttion: Answersa and e are otietomo’ conflict resolution teohniques. Answer

baddresses service
.Ptinciples, not the:questn at band: The role at quality function deployment (OFD) is to tTansste customer
needs into design features

Answer d is correct

RéforSnce CSSGB Primer Section III 44146 and Section IV 27/29.

- - . .

4 . The SlCOousiness node rps everyce ti-c co.ir-vse tie business ftorn ar ove.ae pwcess
persoective. However. it does NOT:

a. Pro a anew,k appt.cato to p,xnsa of al sins

b. lden!ij the few key business customers
c. Display cross-function actRdties in simple terms
Help maintain tha big business piclure

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.

Ans-*e, b is the corect. incorrect, choice.

Reference CSSGS &ot.cr. iV - Et

05508 2OO 23 . GUALIn COUNCIL OF iNOliA

. .—... .
 SECTION IV

DEFINE - TEAMS & CUSTOMERS - SAMPLE QUESTIONS

ed in many ways One ottheways would

4.4, The organization’s customer service program can be enhanc
be:

a Pro[de helter procoures for custon,er seflce personne

o. Rest, a000as :o zjs rr eats
c Have supervisors available to answer mole questions
d UNcze employee involvement
everyone should
Solution: Customer servicG Is important to an organizahnn. To increase its effectiveness,
arser :- Dan her Resrcrg accass
be olved This wcijlc rgar ai ençlayets Bexe orr,oecpes
cc A sic -sD fl •fa o answer n\e cuetrs ai,ver 0 is
ctscre’data arsars b} is
a: Jevel there :te anton :css rsMr
going oacKwarcs. mpcyee Tivolement paces OUCT raid’]g
Scr eie

d).

Answer d Is correct.

References CSSGB Primer Secton IV -11 and 14 (and Logic’

ement expei1s” in customer needs and

4.5, Having extensive industry knowledge makes Upper manag
desires ic win in the niarketpiace they should

a Authorize many flew rodues as 5on as possiNe

Stan vt9 a e. n-areg p4ai Viny (tsi{r-e reels
c Develop a strateflic plan for new procucts
er
i Ask for help, because they often dont really know the custom
0s U.S automotive experts as they were being
Solulion; One can learn from. the e,periencos of the 19
1
U S am rake, ce. te rera1 acac. w he -

vsf.ed rcrd by :hp.a arese au fla(efS. The

..

The question sugqests that management knows

marf<ct tcrO years. csh mjstomedatais aweys needel
a ano aces ncrnec tiers ..trnia. A.mecs a. b ar. 7 t.,jta pccJ-r 5 tWg et&j
r d is colTec t. becaus e of the producers need for more
a marketing elton without customer input. Answe
information.

Answer d is coq,ect

R&eerc-e; CSS:3B Pcr—e Socrcn. !V - &25 fln log c:

24 C QUALiTY COUNCIL OF iNDLAN

CSSCS 20%

.. —
.
....

- -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

a. Lcoi to improve the program, with flaw custonier

b. input
Cc r.atticg wtt te prooran. its r.ot &
c
c. Form a manage?s groun to add new wiiiTcios
tn be porarr
d. Concentrate on JOng-lemi customers
Sotjjtion SEven Lbeuah
he customer atisfaction oragran has uo’ wet
continue to listen to lie customer- Answer t 1 fo, a Corar Inefrre C;r-e 5011 mast
b, to do ‘lotlilna. would probeh[v rot
cosiipettt.e. An,ier C, forming a manager keep vor coiipay
s gmup. is tc,o restrtctivs. It permits
eternaj customer expectations Answer internal people ID formulate
d is too restlctive for variety ofreasons. Lack
one of them. Answer a obtains now customer orgtowth could be
inout. and is a good choice
Answer a is correct.

Reference CSSGA Primer Section IV 1212

0 and logic).-

4.7. A six sigma improvement team may be required

to analyze customer dabs in o’der to detn
orthe results of an improvement. Which e a project
citric following tools would be of LEAST valu
e?
a. ConThot resolution
b. Statistical analysis
c. Mabix diagrams
d. Pareto analysis

Solution: t4oletiat a negative response

is requested. The techniques suggested
oThers, can be employed. Additionally, byanswars b.c and d. plus
mast of these too’s are more effective if
custàmer data, over different trme aerio they are used on similar
ds. to ascertain it he trtiprnvonient is ,ti’l valid
n the mail<el. Answer a is a good choc or €tFc,e are ctaiges
e for many questions but not This one.
Answer a is the correct, Incorrect, choice.

Reference: Sasca Pnmar Seciion r - 2122 and 67,71

25 VOLiALIrY COUNt OF FNOIMA

cØ $4
 SECTION IV

RS SAMPLE QUESTIONS
DEFINE TEAMS & CUSTOME
-

h hierarchy of necos, from low c

4.8 Customer expectations follow whic

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

actions of tho team?

h the following best describes the
During The teen, building phase. whic
0’
4 9.
s
a. ‘te group is L-nceeajr oft,ea duve
tembers prioritize and perfo m, tasks
b.
c. .lember coopelation is eyident
es
d. me team luader usually delegates out
S refer to the teani life
requ ires som e know ledg e ci tearti life cycles. Some authOrile
gjgn This ques tion and performing. The
deve lor, and optim ize. Others use forming, storming. nornhing
cycie phases as build . ers-Jp is ste-tair. .Jtk
one in wnic b The eacer provides more c’,ct.oo ai re
build ing pha se is an early es ecsttes eaDiv aid re
a. Duri ng Ths pe.t c. the easer öes no: deceate
roles and eud es Ms -ee rm tasks without assistance
usua lly doe s not have the skill s and experience to prioriTize and perfo
team

Answer a Is correct.
IV 45/47
Reference: CSSGS Primersection
-

26 (1 OLJALITV COWICIL Op INDIANA

cssGe Ieee

/
2
 SECTION IV

DEFINE - TEAMS & CUSTOMERS SAMPLE QUESTIONS -

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.

Reference: CSSGR Pnmor Secton IV -45147.

4.11. 2xs -Vi ,oiin an: tç-venent team:

Has nagabve effect on team members and should be avoided . .. ..

b. . Has a positive cited on creating arlemate solutions . . . . . .. ..

Mostoflan.results inwin-win situafions . . ..

Promotes equal parhc’patpon among members

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

4.12. Good ir-çovennt team rttTs wilt

a. Provide valid excuses when they miss a meeting

Agree 4lh the team even when it is wrong
c Encourage parliapation by other team members
•d- Withhold unpopular information from the team

Answers b and d might indicate a condition l<nown as grouptbink. which is to be avoided.

Generally,
team members don miss meetings and therefore. dont need excuses a). A good teani membergood
will
encourage pelticigatFon by other members.

Arswec e is contct.
Reterence: CSSGB Primer Secton Iv
. 55 and S

055GB 2O€ 27 QUALITY COUNCIL or INOJANA

 SECTION IV

DEFINE TEAMS &:CUSTQMERS SAMPLE QUESTIONS

-
-

teams?
413. Which of the following desaibes poodv fw,ctiontng

a. Members act independer’tly without inter-dependency

b, Objectives are realistically set and met
a Them members iisten to what sbeingsaid
Facts a1t ct.nns are dsir-jished
poo.iv rcr-g. Msvers b ad d &e ces.rahe e
Sokt.cr: Tie key LShOn pi—rase
are realistically set and me and facft and opinbns
characteristics (team members listen well and objectives
or group. Team members mustbe able to•
am distinu’shed).Answer ais a po6rcharacte,stic inEnyteam
act boll, independeni and interdependehtiy.

Answer a is correct.
and 59)61.
Reference. CSSGO Pdmer Section IV 40)41. 45/4/, 53/35-

tish of the foIIoe/ng’

414 Eflec’Jn tarn rentar Ca 4o:d .picatFy NOT -.ie

a TrIe vet7rert of- agoa

h. Tile support of upper maliagement
c. The distribution of minutes
d. The meeting time, frequency and Location
irIcbDe Ateant mthaer.e SupOc3IuLXOr
Sokibon: Ihekeys otnis questicnaremechanios and not
thetis rot esie, fl-s quee:kr deals
nanagerert (tswer b:. HDv-cer. Ns s the anSwer :0 a
ns, minutes. etc. Answers & c and d are all
wtth team mechanics, wf,icli includes agendas, mes, locatio
necessary team mechanice.

k,wer h is the correct incor,ct. thaice.

Referce: CSSGB P’r Secn V - 3.45 and

a task, the communication process is completed:

4.15 when giving insuujofions to those who will perform
ne taSt
a. Wtlen the worker goes to 1,5 wtrl< station 0 jO
alkirg
t. Ther Ole erser 9 vi-g em ssirLctcr ‘as rw flee he rash
when the worker acknow ledges these instruc tions Uy describing now heishe aWl perform
c.
the instnjc tions
(I. When the worker says that hejshe understands
ck
Spiolion. The best rornmunwation Orcoess allows or effective feedback. The most comprehensive teedba
fft3rn the tour ctlo,cas is artssr C.

Answer c is correct.
published
62156 (and logic), This question has been modified from a
Bcirnces; CSSGL4 Primersectiort IV -

COE e.>sm

28 .t QuALIrY 000NGILOF INDEANA

05503 2006

..
.:.. .:::: ::.: ••..
•.:.

:::.:. :.::
.:_:
:... :.....
.:•:
.

- ar& “ t
U
SECTION IV

- TEAMS & CUSTOMERS SAMPLE QUESTIONS

-

DEFINE
4 18 Understanding conkolhng and improving an organgabons processes to cream value far all
I slakebolders would be called

a The SIPOC diagram

Process performance metric
c. Business Process managOrneni
d. The eslablishfl êitofKP.lVs and WPOVs

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.

Refr’ercv CSSSS Pr;mc Secioe iv - Z’6

4 17 As an aftemaive to QFD. trte atiin DI lens of cLstrer inpeflance versus ne ctslrers

ce.-TeS9Ording satsftn levej usag a torn C! Uke,I scale ytje most approoiiately be cared:

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,

Ref&encd’icsssBPrtmerSection IV- 3013L

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.

fl’ctsa CSSGS Pmer Secfl [V 2.9 -

CSSGO iioc 19 OuALfl COUNCIL OF INDIANA

fl4$
/
/
 SECTION :,V

DEFINE -TEAMS & CUSTOMERS SAMPLE QUESTIONS -

.:..
::.

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

Soey pacLa,ly krai so4ey otd also be LTcacIed ho! y

t
ceit - o a esse exterl.

Answer d is the correct, incorrect ohoic.

Reference CSSGB Pnm&,-Section IV 719 and logic)

42D. ITS key d’fterse ber,cee., tte,, ar4 aefrai cwcr.en :

a Their Interest In the product or Service

Internal customers can influence the destgri of lie product
C. External customers Usualt> influence if ddesign of the prodUct . .

d yefla nstomgrs e5t ,,1re thet’ue qc-ty 01

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. .. .. . .

Reference CSSGE P’,ner Seczb,, IV I I;l 9 (afic oc). -

•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).

Answer c is the correct. incorrect, choice

fflncs, OSSUB P-rise Seccc -v - 3’2C o,ia !ogic,.

00309 hros 30 © QUAlITY COUNCIL OF INDIANA

:-:• ::&ài .
I SECTION IV

I DEFINE TEAMS & CUSTOMERS - SAMPLE QUESTIONS

-

4 22 The T,darnenta] puipose ofostablishing teams s to

a Provide teem members a form ofjob enrichment and broadening

I, improve The intorna] efficiencies of the Organization
o Teach team members new problem sotv,ng s]o]]s
d Avoid spending money on outside consu]tants
I
So]ut, Teamemayprovide pa,tcuiarmembersw,th opportunitesto broadenie’rskil[ and experioncesets,
p aswe}i asdrlcreased visibilityand self-sat sfaobon, butthoseareanaoarybenefits, ratherthan thefunamental
purpose ofostablishing teams

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

I Reference OSSOB Pnmer, Section IV 34(35

4 23 Which six sigma rote is most ]d<ety to define obechves for an improvement learn’

a Leader
I, Sponsor
o FacIlitator
Member

I ::.Solution:Tho.tesrn.sponsoris:often.likely1odeOne:team objectives. •:The second best chodce is the team

leader, although this a usually not the case
.

I ream facilitators and members do not define team objectives

Answer Ii is correct
I Reference GSSGB Pnmer Section lv 49/55 -

:.*

‘I
CSSGB 1006 31 0 QUALiTY COUNCiL OF INDIANA

1_
--—- --—-.— *=______&_ —.--—— — _•__•____\_
 SECTION IV

DEFINE - TEAMS & CUSTOMERS - SAMPLE QUESTIONS

4-24- The key attnbute for ir.divLduai team members is:

a. That they a-a ate 0 work s -€c.ts 10 accG-!wcte team aces

b. That ey tetifrda he vae of :1e tecrn frass
C. That they have extensive expenence wthin theorganizabon . .:

understand the ftjllscope of the problem at hand

•.::
d. That they :. .

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

Rerweoce: CSSG8 Pener Sec:,sr IV S care !cgicf.

-

:4.25. Ateam sponsor or champion WpicaIly: H . . .. ..

. .

a. Is a liaison between the team and upper management . . .. . .

b. Atteedsal]teammeedngs . .
. . . . . . .

C. Directs the team on tn,pien,enting solLiflons .

. . . .

a Fulfills the facilealo. ole

assists
Sc-hon: The ear SOOISOC o crtarrt*st 5 rewo.9sibe n det:9o cbez3t for he lean
seoInng reqwred resources. ar4 acts as a 2en bereen tie team ald ZCt rafleireVt.

&qswer a is corrod

Reference: CSSGB Primer Section IV 49(51. -

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.

Reference: CSSGB Pflmer Section IV - 59160.

CS5G2OO5 32 C QuAjiry COUNCIL OF INDIANA

1 .:•

i -LW ;*tfl Srfl Sfl SSfl i!fl S

 SECTION IV

DEFINE TEAMS & CUSTOMERS SAMPLE QUESTIONS

-

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
•:
.: .

Answer Is the correct incorrect, choice

Rareer,oe: 03308 Pta, Sectiàn IV - . .

41R One way corn? tq Etors4tihA &fl or}anizacn would T101UJe:

a Upward and downward

Honzonta[ and informal
:.
C. E-mallsaridletlers U
.
.. ..

Son Se,eral ypes el &4ila corTnflcat;cns ae 0110 way. The rLjde ieers. repts, ccrLje•
messagesand:.majls:. . . ..
.. .
.. .
..

I Ajnwer c is correct

RflrCe tSSGBP#,. Soc*c IV 6264 -

429. E?cct-, ccrmprricaor ensure aft ohh,e offc4ng EXCEPT?

a That business objectives are understood

b That the strategic plan is disseminated .

a. That business success is assured

d mar Cosi-e- requicer.ents ae k-1owi-

S&tcc Ne tna a ra}j rsszorse is reotJesteo Co,rflcet.crs spcil thai 1e nçany cs

arId he lack ns
of communicatio is orten the root cause 01 many Failure s Effecti ve comniu nicatioris do lot
ensure business success b14 jack ot effective communicauons can certainly expedite failure.

Answer c is the correct, incorrect choice.

Reference CSSGS P-,,cr Seclior, - 62:04 ard lcgic:

08508 2O6 33 QUALITY COUNCIL O INOIMM

 SECTION W

DEFINE TEAMS & CUSTOMERS - SAMPLE QUESTIONS

4 3a Wia: pinery acthi:ies ke race rs mOSI team ree;

a Ccn.9k beeen tadlha:or ad te teen eters

b. Thkirg dLailvc n.rJtes ar c.t-”s ‘ra pta ‘ nr,ajci por-Dly
Lear; be :parbt z-ss rz .-9c1r rn acik xsces
S. Ccnser.os buéiirg and cor,-z rsJoon

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.

Referenet CSSGB PflmerSection IV 32134,40/41.45/47. 5 a!11 l (and logic).

-

4.31 When two team members express strong opposite views, the re’t’a’ning team members should:

a. Ask both members to leave

Iy. Vote that the leader stop the discussion
o. Hee the two dearly state their positions
d. Use lie sponsor to clarify the situation

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.

Reference: CSSGS Pdt,,or Section IV - 59 (and logic).

4 .32.zen:flc3,,,nui:reeAte r.aI :D,s:cre a tnNIat DeaJsa

S t e!;mrales y’aSeC avedr

b. 1r4uces 1ye r* pe z:z-Pen
Ite:.ps Oet-r ,y e tts;c(raf S reese
C. tn’: easier proojc recalis

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.

R_pr...:’2S SGg o’ic Sect-’ . a arc

CSSOe 2006 34 QUALITY COUNCIL OF INDIANA

I SECTION IV

• •
DEFINE TEAMS & CUSTOMERS SAMPLE QUESTIONS
.
-
. .
-

.4,33. A study on best customer satisfaction Øractices suggests this t,rinoiple: .•: . . .. •.

S Usepropersamptngmethodstoccllectdata . . . ..

b. Use consultant dosned suwey forms . .

Usemultipicinstrumentstocollectdata •:
:.
.
. . .
.. .
•.

Use good equrpment for sampIng

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. .. . ... .

Reference: CSSGS PflmerSedion IV 17/19 (and logic).

4.34. •Project improvement team members nornial(y have: . . .

Narrowskillsandexperterices .

ic. Diverse skills and narrow experiences . .

c. Diverse experience and narrow skills

d. Diverseskillsandexperiences . . .
..

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.

Reference: CSSGB Primer Section IV -36 and 39.

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.

Reference: CSSG8 Primer Section IV -45146.

COSGO 2006 35 © QUAUTY COUNCIL OF INDIANA

 SE CTIO N IV

DEFINE TEAMS & CUSTOMERS SAMPLE QUESTIONS

- -

4.36 The team champion has this position because:

a- Hear she is at a high level in the organization

b He or she finished the project first
c- His or her team saved the most money
d. The team members elected him or her

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.

Reference: CSSGB Pyimer Section IV - 50/St

427. When one works through a conflict situation with a customer:

a. There is no conflict, the customer is always right

b. The process should not embarrass either party
c. The company should maintain its position
d- All steps and procedures are sthctly followed

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.

Reference: CSSGS PrtmerSection IV - lB (and logic)

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.

Reference: CSSGB Primer Section IV B2164 (and logic)

-

05555 2005 36 @QUALITV COUNCIL OF INOlMA

—St
 SECTION VI

DEFINE TEAMS & CUSTOMERS SAMPLE QUESTIONS

- -

39 Thedo r.. twctttr,rnoeicanocs is LsoO fCflhIooEa!tonIrar.ser. Bytetm€4gEtsmthei&.est

IveL it has been affected by !? process e&

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 -

1 4 40 It a teas, eaderwishes to lake an

which of The following positions’
assertive stance In dealing with a conThct he/she wL want to select

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

Relererce C-SSGB P.rne: Sedjo, V 6&&9 -

CSSGS 2000 37 QUALiTY COUNCIL OF INDIANA

..
.—..—....

IS
 SECTION V

DEFINE TOOLS, PROJECTS & RESJLTS SMIqPLE QUESTIONS

-

5.1 aliat s the main dftertice Le:een risk analysis arc i51 manaefleri’

a There s SEraJ fferenc they ee o tie sre cnep:

b Risk araye refers a tco1s al-v nsl( maragewec caMs coroei
c. Risk analysis evaluates risks, while risk management is a moro inclusive process
Rjsk analysis indudes risk handling while nsk management refers to risk n1or.itonng

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.: •.••• . . . . .

once CSSGS ,ra. Sector V 35-3?. -

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 .
. .
. . .

Reward and recognition of project team members .

.:

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

Reree CSSGB Th-ito’ Sector V -38.

53. Which 0 f the new ualiry management loch is used to organize acts and data about an urdamiiiar
stibiect or problem?

a. The affinity diagram

b. The header technique
c. The activity nenork diagram
d. Matrix diagram

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.

Reference CSSGB Primer, Section V - 39/53,

055GB 20e€ 38 a QUAL:fl CCIJ%C,L OF .OAN4

:34 stO a tfl Al

 SECTION V

• .PEFINE:..TOOLS, PROJECTS8.RESULTS-SAMPLE QUESTIONS

54 Pareto diagrams are used to 1<
a Determine a causeeffect Ilationship between one Or more varables
• Focus attenfion.on problems in priority order
C. Generate a large number of ideas . . .. .. ..

d. Display causes in a nonnraphical mariner .

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

Reference: CSSGB mimer, Section V - 8/Il . .

55 When constructing a Pareto diagram where should the ‘jhers” category be placed’

• . a: .AtThC beginning as thei9’st category . . . . . . .

t.: Diratllyinthecanhitr.oflbectart .

:••c*Attheendasthelaslcate9ory •• . •.:

d. Where 1 falls a&trdins to indicated frequency

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.

Reference CSSGS Primer, Seclon V - 9.

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.

Answer lie correct

References: CsSGB Primer, Section V -46/47, See atso the Memory Jogger Plus from Goat!QPL for
illustration of the more complicated matrices.

2(05 39 QuALm COUNCtL OF NOEMA

•:.
. :.:.:
:‘.
.
:

.
4114 Afl S A*fl i
 SECTION V

DEFINE TOOLS, PROJECTS & RESULTS SAMPLE QUESTIONS

- -

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

SoluUon:Eitber.an affinityor.cause-and-effect diagram can be used to establish a tree diagram to organiza

• details trito a logical sequence. .This tree diagram is referred to as a systematic diagram and allows tue
•completionofagivenobjeotive.

• 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.

Reference: CSSGB Primer. Section V 42143. -

CSSGB 2000 40 4 QUALiTY COUNCiL OF INDIANA

 SECTION V

DEFINE TOOLS, PROJECTS & RESULTS SAMPLE QUESTIONS -

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

Reference; CSSGBP,mer. Seclion V - 50/51.

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.

Asiswèra is Vie correct Incorrect, choice.

Référenco: CSSGBP4mer. Section V 11 (and logic).

5.11. Which of Ito following is NOT potential risk area?

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

Answer d is the correct incorrect, choice.

Reference CSSGB Primer, Section V - as/a,.

CSSGS 2506 41 QUALiTY CCdidCi O iNDiIEA

H .:::H;HmstH

a ASS- ASh rh 155 at at

 SECTION V

DEFINE - TOOLS, PROJECTS & RESULTS - SAMPLE QUESTIONS

5.12. One would say that the final stage in project management would he:

a. The project proposal

b. The project review
c. Lessons learned
d. Document archiving

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.

Reference: GCSSGS Prime,c Section V 38. -

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?

a. Process decision program chart

b. Activity network diagram
0. Matrix diagram
d. Affinity diagram

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.

Reference: CSSOS Primer. Section V 44/45.

-

5,14. Which of the seven modern quality management tools use techniques that incorporate a form of flow
charting?

a. Tree diagrams, activity network diagrams and mactx diagrams

b. PDPC charts, tree diagrams, activity network diagrams
c. Affinity diagrams, tree diagrams, interrelationship digraphs
d. Matrix diagrams, PDPC charts, tree diagrams

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.

Reference: CSSGS P,imer. Section V 12, and 40/53.

COSGO zoos 42 0 QUALITY couNciL OF [NOLANA

 SECUON V
DEFINE TOOLS PROJECTS & RESU
LTS - SAMPLE QUESTIONS
5 15. Whicn of ne fot?owing managemen
t ools requires the east pre
acvil y? liminary knowledge about a e
1
stct
jb or
a. Priorirization matrices
h tatsix tLqr?nIS
C. Affinity diagrams
d. Activity network diagrars

Solution- Aatri diagrams, prioritization mat

amoun.( at adMar,ce stbjecL kno rices, and activity network Oia
vAedge. g’a’ls recIj’’e a cc.’.s deah!e

Answer c is coiTect.

Reference: CSSGS Pdnler, Section V - 39/53.

518. What is the Uanger in bunching

ideas immedialely into closely rela
affinity diagram or tile interrelationsh ted categories when using either
ip digraph? the
a. The wrong caor might
be selected
b. Thought patterns could be bias
ed
c.. Mows rIght he aimed in the
ong direction
d. The problem resolution -n he
ovelooked
Solution: Bunching ideas early in
the bcains!om’inq p’oces oth wr,
bias thought patterns. That is. e%cerced ted94es Nt teiz
ideas may tend to be mininiized or to
best problem approach may or trunttaed Tie o’-er’ 550&1
may not be effecied. fl c to
Answer b is correct

Reference: CSSGB Pnmet Sec

tion V 40/41 and 48.149 rand lagi
-

cb

S1 Any ac:lion taken to reduce

he probability and/or consoquen
devetopnlent project ‘S coiled: c.es of an adverse outcome from
a
a Miliation
b. Transference
0. Avoidance
d. Acceptance

Sokjlion Transference shLn

s ne ca .zjerce 34 the -isk
Mcceptance is a conscious dec am-c:t-.er paly ‘7 13. ansr&-
ision to acceot the risks b s:9crest.
Thus a”sce d is nc,rec
The best two choices are migatio
n and avoidance. Avoidance
etiminate •ho nek aogether Thu might ent&l chanciin be or3eC
s, answer d is not gone cor ckw
rect.
Answer a is cormct.

Reference: CSSGR Pr*rtor Soc

ron V - ‘6’iar. kici

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