Certified Six Sigma Black Belt Exam Certified Six Sigma Black Belt Voice of the Customer (VOC) Questions and Answers 2

Question 1

Which tool is most commonly used to translate customer needs into specific, measurable design requirements in a Six Sigma project?

Accepted Answer

Quality Function Deployment (QFD)

Answer

QFD, also known as the House of Quality, systematically translates VOC data into technical design requirements.

Question 2

A Black Belt discovers that survey respondents frequently mention 'reliability' but define it differently across market segments. What should the Black Belt do first?

Accepted Answer

Use affinity diagrams to group and clarify the different meanings

Answer

Affinity diagrams help organize and consolidate varied customer language into coherent themes before further analysis.

Question 3

In the Kano Model, which category of requirements leads to customer dissatisfaction only when absent but does not increase satisfaction when exceeded?

Accepted Answer

Must-be (basic) requirements

Answer

Must-be requirements are expected baseline features whose absence causes dissatisfaction but whose presence does not increase satisfaction.

Question 4

What is the primary risk of relying solely on reactive VOC data such as complaints and warranty claims?

Accepted Answer

It captures only dissatisfied customers and misses unspoken needs

Answer

Reactive VOC data is biased toward negative experiences and fails to reveal latent or unarticulated customer needs.

Question 5

A company uses Critical-to-Quality (CTQ) trees to decompose VOC inputs. What is the correct hierarchy in a CTQ tree?

Accepted Answer

Customer need, driver, CTQ requirement with specification

Answer

CTQ trees decompose a broad customer need into specific drivers and then into measurable CTQ requirements with target specifications.

Certified Six Sigma Black Belt Exam Practice Test

Certified Six Sigma Black Belt Exam Practice Test

Certified Six Sigma Black Belt Exam Certified Six Sigma Black Belt Voice of the Customer (VOC) Questions and Answers 2