Six Sigma Methodology Overview

Podcast

Play an AI-generated podcast conversation about this lesson

Questions and Answers

Which of the following is NOT a step in the Define phase?

developing the project charter

developing problem and goal statements

develop the SIPOC diagram

developing solutions (correct)

The goal statement should be described as:

specific

time-bound

measurable

broad (correct)

When planning for data collection, the first step should be:

developing a list of potential causes

measuring performance

developing the process map

developing a list of specific questions (correct)

What is the primary focus when mapping a process?

document the process flow Signup and view all the answers

The measurement system should be described as:

repeatable and reproducible Signup and view all the answers

All of the following are graphs for continuous data, except:

Pareto charts Signup and view all the answers

Right after brainstorming, the expected number of proven causes on a cause-effect diagram is:

zero Signup and view all the answers

What is the correct progression of expertise in Six Sigma?

white, yellow, green and black belt Signup and view all the answers

Which of the following is not a term that Six Sigma refers to?

variation Signup and view all the answers

What is the purpose of the DMAIC phases in a Six Sigma project?

to determine and address the key X factors to improve Y in Y=f(x) Signup and view all the answers

Who approves the project charter in a Six Sigma project?

project champion Signup and view all the answers

CTQs are critically important for which group in a Six Sigma process?

customers Signup and view all the answers

What percentage of variation lies within 3 standard deviations of the mean in a normal distribution?

99.7% Signup and view all the answers

How is Defects Per Million Opportunities (DPMO) calculated?

Take the total number of defects divided by the total number of opportunities, multiplied by one million. Signup and view all the answers

Which of the following should not be a consideration when selecting Six Sigma project team members?

the best performers in the company Signup and view all the answers

What is the purpose of SPC charts in service management?

To signal when to intervene and when to leave the process alone Signup and view all the answers

Which service management framework is ISO/IEC 20000 best aligned with?

ITIL Signup and view all the answers

What is a set of specialized organizational capabilities for enabling value to customers in the form of services?

Service management Signup and view all the answers

How is a Service Management System (SMS) best described?

Representation of how an organization manages its services Signup and view all the answers

What term best describes a person or a group of people that has its own functions with responsibilities, authorities, and relationships to achieve its objectives?

Organization Signup and view all the answers

Which clause of ISO/IEC 20000 addresses resources, competencies, and communication needs for the SMS?

Support of the SMS Signup and view all the answers

A _____ is a means of value co-creation by facilitating outcomes that customers want to achieve, without the customer having to manage specific costs and risks.

service offering Signup and view all the answers

Which of the following BEST outlines the structure of the ISO/IEC 20000 standard?

Context, scope, support, operations, performance evaluation Signup and view all the answers

What clause addresses the organization, its context, and interested parties in ISO/IEC 20000?

Context of the organization Signup and view all the answers

Which of the following is essential for managing a change schedule?

Assessing risks and expected benefits Signup and view all the answers

What term best describes a service that is 'fit for use'?

utility Signup and view all the answers

What defines the term 'outcomes' in the context of IT services?

Results for a stakeholder Signup and view all the answers

Which clause of ISO/IEC 20000 includes internal audit and management review?

Performance evaluation Signup and view all the answers

Which describes the nature of the guiding principles?

A guiding principle can guide an organization in all circumstances. Signup and view all the answers

Which of the following is NOT an activity within the service value chain?

Monitoring Signup and view all the answers

Which of the following BEST describes the Service Portfolio in service management?

A comprehensive list of all IT services provided Signup and view all the answers

Which practice is NOT typically involved in the implementation of problem resolution?

Workflow design Signup and view all the answers

Which service management dimension is focused on the communication systems and knowledge bases used by employees?

Information and technology Signup and view all the answers

What is the definition of 'warranty' in IT service management?

Assurance that a product or service will meet agreed requirements Signup and view all the answers

How does customer engagement contribute to the 'service level management' practice?

It captures information that metrics can be based on. Signup and view all the answers

How do ITIL principles benefit organizations?

By embedding practices within management tools Signup and view all the answers

What is a key focus of the 'information and technology' dimension in service management?

Communication systems and knowledge bases Signup and view all the answers

Which option describes the purpose of ITIL training for an organization?

It provides a ready-made model for governance initiatives Signup and view all the answers

Which is a primary goal of organizations using ITIL v3 and 4 concepts?

Establishing robust service portfolios Signup and view all the answers

What are the two types of customers identified in the Business Relationship Management clause?

internal, external Signup and view all the answers

Which of the following are the correct sub-clauses to the Service Design, Build, and Transition clause?

change management, service design and transition, release & deployment management Signup and view all the answers

Why would an organization choose to use the ISO/IEC 20000-2 publication?

to gain additional advice and suggestions on how to meet the requirements Signup and view all the answers

Who is accountable for fulfilling the standard when implementing an SMS?

the organization's service provider Signup and view all the answers

What types of information does the ISO/IEC 20000-2 publication provide?

required activities, explanations, and other information Signup and view all the answers

In a presentation to senior management regarding the use of ISO/IEC 20000-2, which response would best explain its key benefits?

The descriptions offer real advice from global experts to help your organization create new ways to look at delivering services. Signup and view all the answers

Which of the following revolutions occurred in the 1980s with the large spread adoption of computers?

Third Signup and view all the answers

Study Notes

Correct Progression of Expertise

The correct order of expertise levels is white, yellow, green, and black belt.

Six Sigma Definition

Six Sigma encompasses variation, performance metrics, methodology, and philosophy.

DMAIC Phases

DMAIC stands for Define, Measure, Analyze, Improve, and Control.
DMAIC focuses on improving factors that impact a process result, specifically, determining the key X factors that improve Y in Y = f(x).

Project Charter Approval

The project charter is approved by the project champion.

Critical to Quality (CTQ) Characteristics

CTQs are performance characteristics of a process, product, or service that are crucial for customers.

Normal Curve Variations

99.9997% of variations in a normally distributed process lie within 3 standard deviations of the mean.

Defects Per Million Opportunities (DPMO) Calculation

DPMO is calculated by dividing the total number of defects by the total number of opportunities, then multiplying by one million.

Six Sigma Level of Performance

A six sigma level of performance indicates that there are no more than 3.4 defects per million opportunities. A six sigma quality level is verified as true.

Project False and True

Projects must address chronic, specific, and measurable deficiencies or opportunities that have significant operational and financial impact.

Six Sigma Project Team

The goal for selecting Six Sigma project team members should be to choose the best people for that project, not necessarily the best performers in the company or based on availability alone.

Project Charter Elements

A project charter includes expected benefits, problem statements, strategic visions, and project scopes.

SIPOC Definition

SIPOC stands for Suppliers, Inputs, Process, Outputs, and Customers.

Define Phase Steps

Steps in define phase include developing problem and goal statements, developing the SIPOC diagram, and developing project charter, but not developing solutions.

Goal Statements

Goal statements should be specific, measurable, achievable, relevant, and time-bound (SMART).

Measure Phase Steps

Steps related to the measure phase include process mapping, developing data collection plans, measuring the Y, and measuring the X.

Data Collection Planning

Data collection should begin with developing a list of specific questions, a process map, and a list of potential causes.

Process Mapping

Process mapping, in the context of data collection, requires redesigning the process, documenting process flow, and improving the process.

Repeatable and Reproducible

A reliable measurement system is repeatable (same results every time) and reproducible (same results by different people).

Continuous Data Charts

Charts like histograms, box plots, dot plots, and Pareto charts are used for continuous data.

Process Capability and Sigma Level

Higher process capability generally corresponds to a higher sigma level.

Hypothesis Testing

Hypothesis testing involves proving key Xs, proposing theories about Y, testing the measurement system, and developing test solutions.

Brainstorming

After brainstorming, the number of proven causes on a cause-effect diagram should be numerous.

Pilot Projects

Pilot projects provide small-scale trials to validate that improvements will work as planned before expanding to a larger scale. This is a true statement.

Solution Selection

Tools such as multi-voting, criteria selection matrices, creative thinking, and brainstorming can be applied to select solutions for identified problems.

Mistake-Proofing Levels

The levels of mistake proofing include prevention, detection, and inspection.

Risk Priority Number (RPN)

RPN is the product of severity, occurrence, and detection scores and is used to determine the priority of risks.

Control Phase Steps

The control phase involves monitoring performance, developing control plans or update procedures for previously implemented plans, and not developing an improvement plan in that phase. Instead, an improvement plan would be developed during previous phases.

SPC Chart Functions

Statistical process control (SPC) charts indicate when to intervene in a process and when the process is stable.

Service Management Framework Alignment

The best-practice service management framework aligned with ISO/IEC 20000 is ITIL. (Information Technology Infrastructure Library)

Service Management System (SMS) Definition

A Service Management System (SMS) is a system that manages how an organization creates, delivers and manages services. It tracks adherence to service level agreements, effectively represents how the organization manages its services, and captures service performance as signed documents between service provider and customer.

ISO/IEC 20000 Clause Addresses

The clauses in the ISO/IEC 20000 standard address the organization's context, leadership, planning, process operations, performance evaluation, improvement, support, scope, and interested parties. They are linked aspects that help to manage an SMS effectively. Clause 37 or 40 are examples of clauses that this applies to. Planning, doing, checking, and acting are a subset of the broader standards.

Management Review Aspects

Internal audits, management reviews, and service reporting, a subset of the performance evaluation clause, are part of a broader clause within the ISO/IEC 20000 framework.

Service Assurance Clause Subclauses

The service assurance clause includes sub-clauses related to the planning process, the performance evaluation process, aspects of change management, and more.

Service Availability and Continuity

Service availability management, service continuity management, and information security management are all included in managing the service management organization's risks.

Service Portfolio Definition

The service portfolio is a complete listing of all of an organization's IT products and services. It plans, schedules, and controls the creation, testing and deployment of releases for services that are necessary and fulfill the business needs.

Customer Types

Two customer types in Business Relationship Management are internal and external.

Service Design, Build, and Transition Subclauses

The service design, build, and transition clauses include subclauses related to the context, leadership, planning, change management, and other elements. Important here is understanding these elements are part of the larger service structure.

ISO/IEC 20000-2 Publication Application

The ISO/IEC 20000-2 publication is useful for organizations to determine correct implementation processes for incident management, understanding standard requirements, gaining insights into meeting requirements, and determining best practices. The publication is useful for understanding and applying standards, not simply providing specific practices for implementation.

Service Management Accountability

All contracted parties associated with the implementation, not simply internal auditors or the customer, are accountable for complying with the requirements. All parties must meet the standard.

ISO/IEC 20000-2 Information Types

The ISO/IEC 20000-2 publication provides explanations, required activities, and other essential information relevant to implementing an SMS.

ITIL Best Practices

ITIL best practices are vendor-neutral, descriptive, applicable in differing situations, and focus on effective practices, not simply the procedures themselves. They are not dogma.

Studying That Suits You

Use AI to generate personalized quizzes and flashcards to suit your learning preferences.

Description

Test your knowledge on the Six Sigma methodology, including expertise levels, DMAIC phases, and critical to quality characteristics. This quiz covers essential definitions and calculations that every Six Sigma practitioner should know.