The Define Phase Flashcards
7 cards from real Lean Six Sigma Yellow Belt Certification practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 The Define Phase flashcards as text
Which tool used in the Define phase directly links customer requirements to measurable process characteristics?
Answer: CTQ tree
A CTQ (Critical to Quality) tree breaks down customer needs into specific, measurable quality drivers that the process must meet.
In Lean Six Sigma, 'process entitlement' refers to:
Answer: The best performance a process has historically achieved
Process entitlement is the best sustainable performance a process has demonstrated, representing the upper limit achievable without redesign.
A Yellow Belt is asked to describe the 'as-is' process during Define. This means they should document:
Answer: How the process actually works today, not how it is supposed to work
The 'as-is' process captures reality on the shop floor, which often differs from documented procedures and reveals hidden issues.
Which metric is most commonly used in the Define phase to quantify the financial impact of a quality problem?
Answer: Cost of Poor Quality (COPQ)
COPQ captures internal and external failure costs, appraisal costs, and prevention costs to express quality problems in financial terms.
During a SIPOC session, the team debates whether to list a step as part of the process or as a separate supplier input. The best approach is to:
Answer: Keep SIPOC high-level (5–7 steps) and resolve details in process mapping later
SIPOC is intentionally high-level; granular process details are best captured in detailed process maps during later phases.
When collecting Voice of the Customer data, which method allows the team to observe customers in their natural environment?
Answer: Gemba walk / ethnographic observation
Gemba walks and ethnographic observation let teams see firsthand how customers actually use a product or interact with a process, revealing unarticulated needs.
A project's business case states it will save $200,000 annually. If the project costs $50,000 to complete, what is the simple ROI?
Answer: 300%
Simple ROI = (Gain – Cost) / Cost × 100 = ($200,000 – $50,000) / $50,000 × 100 = 300%.