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

Failure Mode and Effects Analysis (FMEA)

Answer

Statistical Process Control (SPC)

Answer

Design of Experiments (DOE)

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

Average the definitions into one composite requirement

Answer

Eliminate the ambiguous responses from analysis

Answer

Default to the engineering definition of reliability

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

One-dimensional (performance) requirements

Answer

Attractive (delighter) requirements

Answer

Indifferent requirements

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

It produces too much data to analyze efficiently

Answer

It violates customer privacy regulations

Answer

It is more expensive than proactive methods

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 requirement, customer need, driver

Answer

Driver, CTQ requirement, customer need

Answer

Specification, driver, customer need

Question 6

Which sampling approach is most appropriate when a Black Belt wants to ensure VOC data represents all key customer segments proportionally?

Accepted Answer

Stratified random sampling

Answer

Simple random sampling

Answer

Convenience sampling

Answer

Snowball sampling