Certified Six Sigma Black Belt Voice of the Customer (VOC) Questions and Answers

Question 1

A Six Sigma project team is in the Define phase and is tasked with translating broad, vague customer statements like "I want a reliable car" into specific, measurable requirements for the design team.
Which of the following tools is specifically designed for this purpose?

Accepted Answer

Critical to Quality (CTQ) Tree

Answer

Affinity Diagram

Answer

Kano Model

Answer

SIPOC Diagram

Question 2

A software development company gathers customer feedback from multiple sources, including customer support calls, online reviews, and product return data. This type of Voice of the Customer (VOC) data collection is best described as:

Accepted Answer

Reactive

Answer

Proactive

Answer

Qualitative

Answer

Longitudinal

Question 3

In a project to improve a hotel's guest experience, the team uses the Kano model to analyze VOC data. They discover that providing high-speed, complimentary Wi-Fi is a feature that, if absent, leads to extreme dissatisfaction, but when present, does not particularly increase satisfaction. According to the Kano model, how would this feature be classified?

Accepted Answer

Must-Be/Basic

Answer

Attractive/Exciter

Answer

One-Dimensional/Performance

Answer

Indifferent

Question 4

A project team is developing a new online banking application. They conduct focus groups with potential users to understand their needs and expectations before any code is written. Which of the following best describes this VOC activity?

Accepted Answer

Gathering proactive VOC data

Answer

Benchmarking against competitors

Answer

Collecting reactive customer data

Answer

Validating the measurement system

Question 5

Which of the following statements most accurately describes the primary role of the Voice of the Customer (VOC) within the DMAIC (Define, Measure, Analyze, Improve, Control) methodology?

Accepted Answer

It is a critical input to the Define phase for establishing project goals and CTQs.

Answer

It is exclusively used in the Control phase to monitor long-term customer satisfaction.

Answer

It is primarily used in the Analyze phase to identify the statistical root causes of defects.

Answer

It is mainly used in the Improve phase to brainstorm potential solutions.

Question 6

A company wants to prioritize a list of potential new product features. They survey customers, asking them how they would feel if a feature was present and how they would feel if it was absent. This approach of classifying features into categories like 'Must-Be', 'Performance', and 'Delighters' is characteristic of which VOC analysis tool?

Accepted Answer

Kano Model

Answer

Quality Function Deployment (QFD)

Answer

Pareto Chart

Answer

Affinity Diagram

A Six Sigma project team is in the Define phase and is tasked with translating broad, vague customer statements like "I want a reliable car" into specific, measurable requirements for the design team.Which of the following tools is specifically designed for this purpose?

A Six Sigma project team is in the Define phase and is tasked with translating broad, vague customer statements like "I want a reliable car" into specific, measurable requirements for the design team.
Which of the following tools is specifically designed for this purpose?