Lean Six Sigma Green Belt Certification DMAIC: Define Phase Concepts 3 — Questions and Answers
Question 1: A team uses a Kano model during the Define phase. Which category describes features customers expect as a baseline and become dissatisfied without?
- Attractive (Delighters)
- Must-be (Basic) requirements (Correct answer)
- One-dimensional (Performance) requirements
- Indifferent requirements
Correct answer: Must-be (Basic) requirements
Must-be requirements are basic expectations that customers assume will be present; their absence causes dissatisfaction but their presence does not create delight.
Question 2: What does the 'P' in SIPOC stand for?
- Product
- Process (Correct answer)
- Performance
- Provider
Correct answer: Process
In SIPOC, 'P' stands for Process, representing the high-level steps that transform inputs into outputs.
Question 3: When collecting Voice of Customer data, which method captures customers' exact words and unfiltered opinions BEST?
- Internal process audits
- Direct customer interviews (Correct answer)
- Historical complaint logs
- Employee surveys
Correct answer: Direct customer interviews
Direct customer interviews allow teams to hear unfiltered VOC in the customer's own words, reducing interpretation bias.
Question 4: In a project charter, what information is typically captured in the 'problem statement'?
- The proposed solution and implementation timeline
- A description of what is wrong, where, and the impact without assigning blame or cause (Correct answer)
- The names and roles of all project team members
- The financial benefit expected upon project completion
Correct answer: A description of what is wrong, where, and the impact without assigning blame or cause
The problem statement objectively describes the gap between current and desired performance without speculating about causes or solutions.
Question 5: Which role in a Six Sigma project provides resources, removes organizational barriers, and has executive authority?
- Green Belt
- Black Belt
- Champion/Sponsor (Correct answer)
- Master Black Belt
Correct answer: Champion/Sponsor
The Champion or Sponsor is a senior leader who funds the project, removes barriers, and ensures alignment with organizational strategy.
Question 6: A team is mapping their SIPOC and needs to identify the 'S' column. Which of the following BEST represents a supplier in this context?
- The end customer who receives the final product
- An internal department that provides data or materials to the process (Correct answer)
- The team member who performs the process steps
- The metric used to measure output quality
Correct answer: An internal department that provides data or materials to the process
In SIPOC, a supplier is any entity—internal or external—that provides inputs necessary for the process to function.
Question 7: During Define, what is the MAIN purpose of conducting a stakeholder analysis?
- To determine which customers to survey for VOC data
- To identify individuals who can influence the project's success and plan engagement strategies (Correct answer)
- To calculate the financial ROI of the project
- To sequence the DMAIC phase milestones
Correct answer: To identify individuals who can influence the project's success and plan engagement strategies
Stakeholder analysis identifies people with power or interest in the project so the team can proactively manage their support or resistance.
Lean Six Sigma Green Belt Certification DMAIC: Define Phase Concepts 3
A team uses a Kano model during the Define phase.
Which category describes features customers expect as a baseline and become dissatisfied without?