Certified Six Sigma Black Belt Exam Certified Six Sigma Black Belt Voice of the Customer (VOC) Questions and Answers 2 — Questions and Answers
Question 1: Which tool is most commonly used to translate customer needs into specific, measurable design requirements in a Six Sigma project?
- Quality Function Deployment (QFD) (Correct answer)
- Failure Mode and Effects Analysis (FMEA)
- Statistical Process Control (SPC)
- Design of Experiments (DOE)
Correct answer: Quality Function Deployment (QFD)
QFD, also known as the House of Quality, systematically translates VOC data into technical design requirements.
Question 2: A Black Belt discovers that survey respondents frequently mention 'reliability' but define it differently across market segments. What should the Black Belt do first?
- Use affinity diagrams to group and clarify the different meanings (Correct answer)
- Average the definitions into one composite requirement
- Eliminate the ambiguous responses from analysis
- Default to the engineering definition of reliability
Correct answer: Use affinity diagrams to group and clarify the different meanings
Affinity diagrams help organize and consolidate varied customer language into coherent themes before further analysis.
Question 3: In the Kano Model, which category of requirements leads to customer dissatisfaction only when absent but does not increase satisfaction when exceeded?
- Must-be (basic) requirements (Correct answer)
- One-dimensional (performance) requirements
- Attractive (delighter) requirements
- Indifferent requirements
Correct answer: Must-be (basic) requirements
Must-be requirements are expected baseline features whose absence causes dissatisfaction but whose presence does not increase satisfaction.
Question 4: What is the primary risk of relying solely on reactive VOC data such as complaints and warranty claims?
- It captures only dissatisfied customers and misses unspoken needs (Correct answer)
- It produces too much data to analyze efficiently
- It violates customer privacy regulations
- It is more expensive than proactive methods
Correct answer: It captures only dissatisfied customers and misses unspoken needs
Reactive VOC data is biased toward negative experiences and fails to reveal latent or unarticulated customer needs.
Question 5: A company uses Critical-to-Quality (CTQ) trees to decompose VOC inputs. What is the correct hierarchy in a CTQ tree?
- Customer need, driver, CTQ requirement with specification (Correct answer)
- CTQ requirement, customer need, driver
- Driver, CTQ requirement, customer need
- Specification, driver, customer need
Correct answer: Customer need, driver, CTQ requirement with specification
CTQ trees decompose a broad customer need into specific drivers and then into measurable CTQ requirements with target specifications.
Question 6: Which sampling approach is most appropriate when a Black Belt wants to ensure VOC data represents all key customer segments proportionally?
- Stratified random sampling (Correct answer)
- Simple random sampling
- Convenience sampling
- Snowball sampling
Correct answer: Stratified random sampling
Stratified random sampling divides the population into segments and samples proportionally from each, ensuring all groups are represented.
Certified Six Sigma Black Belt Exam Certified Six Sigma Black Belt Voice of the Customer (VOC) Questions and Answers 2
Which tool is most commonly used to translate customer needs into specific, measurable design requirements in a Six Sigma project?