Certified Six Sigma Black Belt Voice of the Customer (VOC) 1 Flashcards
6 cards from real Certified Six Sigma Black Belt Exam practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Certified Six Sigma Black Belt Voice of the Customer (VOC) 1 flashcards as text
A Black Belt is conducting focus groups to gather VOC data. Participants keep raising concerns about delivery time, but the project charter focuses on product defects. What is the most appropriate action?
Answer: Document delivery concerns and escalate them as a separate potential project while staying focused on defects
VOC data that falls outside current project scope should be documented and escalated for future consideration rather than ignored or causing uncontrolled scope creep. This preserves organizational learning while keeping the project focused.
Which VOC collection method is best suited for uncovering latent customer needs that customers themselves cannot yet articulate?
Answer: Ethnographic observation and contextual inquiry
Ethnographic observation places researchers in the customer's actual environment, revealing unstated behaviors and workarounds that customers may not consciously recognize as needs — the hallmark of latent need discovery.
When segmenting VOC data, a Black Belt finds that commercial clients prioritize throughput speed while residential clients prioritize ease of use. How should this finding influence the Critical-to-Quality (CTQ) tree?
Answer: Develop separate CTQ branches for each segment to preserve segment-specific performance targets
When customer segments have materially different priorities, collapsing them into a single average distorts the CTQs for both groups. Separate branches allow distinct, measurable targets aligned to each segment's value drivers.
A Black Belt uses an affinity diagram during a VOC analysis session. What is the primary purpose of this tool in the VOC process?
Answer: To organize large volumes of qualitative customer statements into natural groupings by theme
An affinity diagram is used to sort a large number of raw customer verbatims or ideas into meaningful thematic clusters, making patterns in unstructured qualitative data visible before further analysis.
During VOC analysis, a team finds that customers rate 'on-time delivery' as extremely important but also rate their current satisfaction with it as very high. Using an importance-performance (I-P) matrix, where should this attribute be placed, and what action is recommended?
Answer: High importance / high performance — maintain current performance and avoid over-investing
An attribute that is both highly important and already high-performing falls in the 'keep up the good work' quadrant of the I-P matrix. The recommended action is to sustain performance without diverting resources away from genuine gaps.
A Black Belt converts a customer statement — 'The report should be ready before my morning meeting' — into a measurable CTQ. Which of the following best represents a properly formed CTQ derived from this statement?
Answer: Report generation cycle time ≤ 7 hours, measured from request submission to delivery confirmation
A well-formed CTQ specifies the quality characteristic, its unit of measure, and a numeric performance standard. 'Report generation cycle time ≤ 7 hours from request to delivery' provides a specific, measurable, and testable target derived from the customer's stated need.