Voice of the Customer (VOC) Flashcards
7 cards from real Certified Six Sigma Black Belt Exam practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Voice of the Customer (VOC) flashcards as text
Which of the following best distinguishes 'stated needs' from 'latent needs' in VOC collection?
Answer: Stated needs are explicitly expressed by customers; latent needs are unarticulated but impactful when met
Latent (unstated) needs are desires customers have not consciously identified; discovering them through observation creates competitive advantage.
A project team segments customers by usage frequency and finds that heavy users have completely different CTQs than light users. What is the best course of action?
Answer: Develop separate CTQs or specifications for each segment
Different customer segments often have distinct critical requirements; a single CTQ set may fail to satisfy any segment optimally.
Net Promoter Score (NPS) is calculated as:
Answer: % Promoters − % Detractors
NPS = percentage of Promoters (score 9–10) minus percentage of Detractors (score 0–6), ignoring Passives (7–8).
During a DMAIC Define phase, a team creates a SIPOC diagram. How does SIPOC support VOC?
Answer: SIPOC identifies the Customer column, clarifying whose voice should be collected
The 'C' in SIPOC explicitly identifies relevant customer groups, ensuring VOC collection targets the right stakeholders.
A Black Belt discovers that a key CTQ has a specification limit of ≤ 5 seconds response time, but the current process averages 4.2 seconds with σ = 0.6. What is the process capability index (Cpk) to one decimal?
Answer: 0.4
Cpk = (USL − mean) / (3σ) = (5 − 4.2) / (3 × 0.6) = 0.8 / 1.8 ≈ 0.44, which rounds to 0.4.
When prioritizing CTQs for a Six Sigma project, which tool helps the team decide which requirements have the highest impact on customer satisfaction relative to process difficulty?
Answer: Prioritization matrix (Impact vs. Effort)
A prioritization matrix scores CTQs by customer impact and implementation difficulty, focusing resources on high-value, achievable improvements.
Which statement about the relationship between VOC and the project charter is most accurate?
Answer: VOC data informs the problem statement and goal statement in the project charter
VOC evidence validates that the problem is customer-driven and guides the measurable goal statement in the charter.