Certified Six Sigma Black Belt Exam Voice of the Customer (VOC) 2

Question 1

Which VOC data collection method is best suited for exploring unknown customer needs through open-ended discussion?

Accepted Answer

Focus group

Answer

Focus groups use facilitated discussion to uncover latent or unarticulated customer needs that structured methods might miss.

Question 2

In the Kano model, which category describes features that customers expect as baseline requirements and cause dissatisfaction only when absent?

Accepted Answer

Must-be (Basic)

Answer

Must-be (Basic) needs are taken for granted; their absence causes dissatisfaction but their presence does not increase satisfaction.

Question 3

A Black Belt wants to translate VOC data into measurable product requirements. Which tool is most appropriate for this translation?

Accepted Answer

Quality Function Deployment (QFD)

Answer

QFD (the House of Quality) systematically maps customer requirements to technical specifications and design parameters.

Question 4

What is the primary risk of relying exclusively on reactive VOC data such as customer complaints?

Accepted Answer

It captures only problems experienced, missing latent or unrealized needs

Answer

Complaints represent customers who had a problem and chose to report it, leaving out unarticulated or future needs.

Question 5

Which metric directly measures the gap between customer expectations and perceived delivery in service quality research?

Accepted Answer

SERVQUAL gap score

Answer

SERVQUAL measures five service dimensions and calculates the gap between expected and perceived service quality.

Certified Six Sigma Black Belt Exam Practice Test