Certified Six Sigma Black Belt Exam Voice of the Customer (VOC) 5

Question 1

A Black Belt wants to understand how customers trade off price, delivery speed, and quality. Which advanced VOC technique is most appropriate?

Accepted Answer

Conjoint analysis

Answer

Conjoint analysis presents customers with trade-off scenarios to reveal the relative importance they place on different product attributes.

Question 2

In the context of VOC, what does 'customer segmentation' allow a Six Sigma team to do?

Accepted Answer

Tailor CTQs and solutions to the distinct needs of different customer groups

Answer

Segmentation enables targeted CTQ development so that solutions genuinely address each group's specific requirements rather than a generic average.

Question 3

Which of the following is NOT a recommended practice when conducting customer interviews for VOC?

Accepted Answer

Suggesting possible answers to save the customer's time

Answer

Suggesting answers introduces interviewer bias and anchors the customer's response, compromising the validity of the VOC data.

Question 4

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?

Accepted Answer

First Contact Resolution (FCR) rate ≥ 85%

Answer

A valid CTQ specification must be quantifiable with a target value and direction, such as FCR ≥ 85%.

Question 5

The 'outside-in' thinking principle in Six Sigma VOC means:

Accepted Answer

Process improvements must be driven by customer requirements, not internal assumptions

Answer

Outside-in thinking ensures that the starting point for any improvement is what matters to the customer, not what is convenient internally.

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) 5