Lean Six Sigma Green Belt Certification Define Phase Concepts 3 — Questions and Answers
Question 1: Which of the following BEST describes the purpose of conducting a RACI matrix during the Define phase?
- To map the suppliers and inputs of the process
- To clarify each team member's role and decision-making authority (Correct answer)
- To prioritize customer requirements by importance
- To track defects by category
Correct answer: To clarify each team member's role and decision-making authority
A RACI matrix (Responsible, Accountable, Consulted, Informed) eliminates ambiguity about who owns each task and decision.
Question 2: When translating Voice of the Customer (VOC) data into project requirements, what is the next logical step after gathering raw customer feedback?
- Design a control plan
- Develop an affinity diagram to group themes (Correct answer)
- Build a control chart
- Calculate process sigma level
Correct answer: Develop an affinity diagram to group themes
An affinity diagram organizes raw VOC data into meaningful categories, making it easier to identify dominant themes and priorities.
Question 3: A project team sets a goal to 'reduce patient wait time from 45 minutes to 20 minutes within 6 months.' Which component of a SMART goal is demonstrated by '6 months'?
- Specific
- Measurable
- Achievable
- Time-bound (Correct answer)
Correct answer: Time-bound
The '6 months' element sets a deadline, which is the Time-bound component of a SMART goal.
Question 4: What is the PRIMARY output of the Define phase that formally authorizes a Lean Six Sigma project to proceed?
- Cause-and-effect diagram
- FMEA
- Signed project charter (Correct answer)
- Control plan
Correct answer: Signed project charter
The signed project charter is the key deliverable that formally authorizes the project, defines scope, and commits resources.
Question 5: A Kano model classifies customer requirements into three categories. Which category describes features customers don't explicitly request but are deeply dissatisfied without?
- Performance (one-dimensional) needs
- Excitement (delighter) needs
- Basic (must-be) needs (Correct answer)
- Indifferent needs
Correct answer: Basic (must-be) needs
Basic needs are assumed by customers; their absence causes strong dissatisfaction even though customers rarely articulate them.
Question 6: Which of the following is an example of a reactive method for gathering Voice of the Customer data?
- Customer focus groups
- Surveys sent proactively to all customers
- Complaints and warranty claims (Correct answer)
- Ethnographic observation
Correct answer: Complaints and warranty claims
Reactive methods capture feedback that customers provide on their own, such as complaints, returns, or warranty claims, without being solicited.
Question 7: In the Define phase, what does a 'project goal statement' primarily communicate?
- The tools and methods the team will use
- The measurable improvement expected and the timeframe to achieve it (Correct answer)
- The names of all team members and their roles
- The historical causes of the problem
Correct answer: The measurable improvement expected and the timeframe to achieve it
A goal statement specifies the targeted improvement (how much, in what metric) and when it will be achieved, giving the team a clear destination.
Lean Six Sigma Green Belt Certification Define Phase Concepts 3
Which of the following BEST describes the purpose of conducting a RACI matrix during the Define phase?