CSSGB Exam Questions

Which of the following describes poorly functioning teams?

Effective team mechanics would typically NOT include which of the following?

When giving instructions to those who will perform a task, the communication process is completed:

Understanding, controlling and improving an organization's processes to create value for all stakeholders would be called:

As an alternative to QFD, the plotting of items of customer importance versus the customer's corresponding satisfaction level, using a form of Likert scale would most appropriately...

One would say that, from an overall perspective, the activities of a company are tied together by:

If a company fails to meet their quarterly projected sales and profit forecasts, which of the following stakeholder groups would be LEAST affected?

The key difference between internal and external customers is:

On surveys from customers, what do high customer satisfaction numbers NOT indicate?

The fundamental purpose of establishing teams is to:

Which six sigma role is most likely to define objectives for an improvement team?

Provide a non-technical definition for "Six Sigma" management. Answer: It is an organizational initiative designed to create breakthrough improvements in manufacturing, service and...

Define a process. Draw a picture. Answer: A process is the vehicle for transforming inputs into outputs, see figure below. Feedback loops are used to move data to appropriate point...

Describe the three types of feedback loops. (None, Special only, Common and Special cause) Answer: - No feedback loop: A process without a feedback loop will deteriorate and decay...

Explain the origin of the "6" and "3.4" in Six Sigma management. Use a diagram that includes the Voice of the Customer and the Voice of the Process. Answer: Through the continuous...

Describe the roles and responsibilities of a process owner. Answer: 1.A Process Owner has the authority to change a process. 2.A Process Owner should be identified and designated e...

Describe the roles and responsibilities of a champion. Answer: 1.A Champion should be a member of the Executive Committee, or at least a trusted direct report of a member of the Ex...

Describe the roles and responsibilities of a black belt. Answer: 1.A Black Belt is a full-time change agent who may not be an expert in the process under study. 2.A Black Belt serv...

Describe the roles and responsibilities of a Master black belt Answer: A Master Black Belt is a proven leader and change agent for Six Sigma management. A Master Black Belt provide...

Create a service example to explain rolled throughput yield, DPO, DPMO, process sigma. Answer: A service has 4 steps and each step has only one opportunity for a defect. The yield...

Construct a table that shows how to prioritize potential Strategic Six Sigma projects based on their relationships with business objectives. Explain how the table functions to acco...

Give an example of a project charter. Label each of the 5 parts of the project charter. Answer: Decrease (direction) of the number of customer complaints (CTQ measure) caused by at...

Define "X" in respect to a SIPOC analysis. Answer: Xs are the inputs and process steps that cause variation in the outputs of a process (CTQs).

What is the tactic of Six Sigma management in respect to Xs? Answer: - Define vital few Xs - Identify level of critical Xs - Select best actions needed to implement levels of criti...

Define must-be, one way, and attractive quality that can result from a Kano survey. Make sure your answer is based on the dimensions of performance and satisfaction. Draw a picture...

Give examples of count (area of opportunity) attribute data. Explain why each example is area of opportunity attribute data. Answer: Examples of count attribute data: number of uni...

Give examples of measurement data. Explain why each example is measurement data. Answer: Examples of measurement data: cycle time, weight, and temperature. Measurement data are con...

What is the purpose of an operational definition? Answer: An operational definition promotes effective communication between people by putting communicable meaning into an adjectiv...

Create an operational definition for "12 pound bar" that results in attribute data. Answer: Criteria: Select a bar from inventory. Place it on a digital scale. If the digital reado...

Use Minitab to construct a run chart and a histogram from this data set. Interpret the charts. What conclusions about the distribution of the weights can you reach based on these c...

Use Minitab to construct an X and R-chart from this data set. Is the process stable? If no, at what times is it unstable? Answer: No, when 9:30am, 10:15am, 10:30am, 3:15pm and 4:00...

What is the overall process mean? Answer: 6.024

Why did you use this formula versus another formula? Answer: (R÷d2) was used instead of the formula for the sample standard deviation because (R÷d2) considers only short term varia...

State the LSL and USL for the above process. Answer: LSL = 5.95 and USL = 6.05

Calculate the actual process yield using the empirical data. Answer: 80÷84 = 0.952

Calculate the theoretical process yield using the normal distribution. Is this a reasonable calculation? If yes, why? If no, why not? Answer: ZLSL= (5.95 - 6.024)/ 0.01139 = -6.496...

Construct a control chart from the following data. Answer:

Compute the actual DPMO from the empirical data. Answer: DPO = 1 - RTY = 1 - 0.952 = 0.048 DPMO = 1,000,000 x DPO = 1,000,000 x 0.048 = 48,000 DPMO

Compute the theoretical DPMO using the normal distribution. Is this a reasonable calculation? If yes, why? If no, why not? Answer: DPO = 0.0112 DPMO = 1,000,000 x 0.0112 = 11,200 T...

Compute the Process Sigm Which DPMO should you use? Why? Answer: Process sigma assuming a 1.5 sigma shift in the mean for the empirical DPMO of 11,200 is 3.1 to 3.2. Process sigma...

What type of data is in the above matrix? Answer: Classification type attribute data

What type of control chart should be used to study the above data? Answer: p chart with constant subgroup size

The organization's customer service program can be enhanced in many ways. One of the ways would be:

Analyze the following data set using a control chart. Answer:

Use Minitab to construct a control chart for the above data. Answer:

What type of data is in the above matrix? Answer: Count types attribute data

What type of control chart should be used to study the above data? Answer: C-chart

Is the process stable? If not, in what months is it not stable? Answer: Yes

What type of data is in the above matrix? Answer: Measurement data

What type of control chart should be used to study the above data? Answer: An I-MR chart should be used dues to measurement data and a subgroup size of one.