Voice of the Customer (VOC) Flashcards
7 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 7 Voice of the Customer (VOC) flashcards as text
A Critical-to-Quality (CTQ) characteristic is best described as which of the following?
Answer: A measurable product or service feature directly linked to a customer requirement
CTQs are measurable characteristics of a product or process that are critical to satisfying the customer's needs.
In the CTQ drill-down tree, what is the correct sequence from customer need to specification?
Answer: Customer Need → Quality Driver → CTQ
The CTQ tree flows from broad customer need, to quality driver (theme), to specific measurable CTQ.
Which VOC technique involves observing customers in their natural environment to discover unarticulated needs they cannot describe in a survey?
Answer: Ethnographic research
Ethnographic research (contextual observation) reveals tacit needs by watching customers use a product in their real context.
A Black Belt conducts a customer survey and finds that question ordering caused respondents to rate later items more negatively. This is an example of which bias?
Answer: Response bias due to question order (context effect)
Context effect (order bias) occurs when earlier survey questions prime respondents and distort ratings on subsequent questions.
When using affinity diagrams to organize VOC data, what is the primary purpose of the grouping exercise?
Answer: To identify natural clusters of related customer needs or themes
Affinity diagrams organize large volumes of qualitative VOC data into meaningful thematic clusters to reveal patterns.
A company uses warranty data as a proxy for VOC. Which limitation must the Black Belt account for?
Answer: Only a small fraction of dissatisfied customers file warranty claims
Research shows that most dissatisfied customers do not complain formally, so warranty data systematically underrepresents actual dissatisfaction.
In QFD's House of Quality, what does the 'roof' (correlation matrix) represent?
Answer: The trade-offs and interactions among technical requirements
The roof of the House of Quality identifies positive, negative, or strong correlations between technical characteristics to flag trade-offs.