Certified Six Sigma Black Belt Exam Voice of the Customer (VOC) 4

Question 1

Which of the following best distinguishes 'stated needs' from 'latent needs' in VOC collection?

Accepted Answer

Stated needs are explicitly expressed by customers; latent needs are unarticulated but impactful when met

Answer

Latent (unstated) needs are desires customers have not consciously identified; discovering them through observation creates competitive advantage.

Question 2

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?

Accepted Answer

Develop separate CTQs or specifications for each segment

Answer

Different customer segments often have distinct critical requirements; a single CTQ set may fail to satisfy any segment optimally.

Question 3

Net Promoter Score (NPS) is calculated as:

Accepted Answer

% Promoters − % Detractors

Answer

NPS = percentage of Promoters (score 9–10) minus percentage of Detractors (score 0–6), ignoring Passives (7–8).

Question 4

During a DMAIC Define phase, a team creates a SIPOC diagram. How does SIPOC support VOC?

Accepted Answer

SIPOC identifies the Customer column, clarifying whose voice should be collected

Answer

The 'C' in SIPOC explicitly identifies relevant customer groups, ensuring VOC collection targets the right stakeholders.

Question 5

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?

Accepted Answer

0.4

Answer

Cpk = (USL − mean) / (3σ) = (5 − 4.2) / (3 × 0.6) = 0.8 / 1.8 ≈ 0.44, which rounds to 0.4.

Certified Six Sigma Black Belt Exam Practice Test

Certified Six Sigma Black Belt Exam Practice Test

Certified Six Sigma Black Belt Exam Voice of the Customer (VOC) 4