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
A Black Belt wants to understand how customers trade off price, delivery speed, and quality. Which advanced VOC technique is most appropriate?
Answer: Conjoint analysis
Conjoint analysis presents customers with trade-off scenarios to reveal the relative importance they place on different product attributes.
In the context of VOC, what does 'customer segmentation' allow a Six Sigma team to do?
Answer: Tailor CTQs and solutions to the distinct needs of different customer groups
Segmentation enables targeted CTQ development so that solutions genuinely address each group's specific requirements rather than a generic average.
Which of the following is NOT a recommended practice when conducting customer interviews for VOC?
Answer: Suggesting possible answers to save the customer's time
Suggesting answers introduces interviewer bias and anchors the customer's response, compromising the validity of the VOC data.
A service company converts VOC data into CTQs and finds the CTQ is 'call resolved in first contact.' How should this be expressed as a measurable specification?
Answer: First Contact Resolution (FCR) rate ≥ 85%
A valid CTQ specification must be quantifiable with a target value and direction, such as FCR ≥ 85%.
The 'outside-in' thinking principle in Six Sigma VOC means:
Answer: Process improvements must be driven by customer requirements, not internal assumptions
Outside-in thinking ensures that the starting point for any improvement is what matters to the customer, not what is convenient internally.
A Black Belt reviews customer satisfaction survey results showing a mean score of 7.2/10 with high variance. What does the high variance indicate?
Answer: Customer experiences are inconsistent, suggesting a process with high variation
High variance in satisfaction scores signals that the process delivers inconsistent customer experiences — a key Six Sigma improvement opportunity.
Which phase of the DMAIC cycle is most closely associated with initial VOC collection and CTQ identification?
Answer: Define
The Define phase establishes the project scope using VOC data and translates customer needs into CTQs that guide the entire project.