LCS 1B exam: diagnosis & analysis

Vraag 1 of 25

1. Vraag

A market survey of iPhone users reveals a number of things that they consider important. The most important according to users is that the glass plate remains intact if the phone accidentally falls. The so-called ‘measure’ apps where you can measure performance (such as steps and calories) are not indispensable to most customers, but very useful. What most customers didn’t know, but what they were positively surprised by is that the latest iPhone is completely waterproof.

If you do a ‘kano analysis’, what do you call the desire of customers to have so-called ‘measure’ apps on a phone?

Performance features

Basic features

Indication features

Excitement features

Vraag 2 of 25

2. Vraag

It turns out that the iPhone is not entirely waterproof and if you drop the phone, the glass screen is very vulnerable. As a result of the market research, an project is being set up to make the new iPhone even better in meeting the customer’s wishes. What could be a logical objective of this project?

100% waterproof iPhones

100% satisfied customers

98% of iPhones is damage free after doing a 'crash' test

A minimum of 5 measure apps on each iPhone

Vraag 3 of 25

3. Vraag

The salaries of employees from different departments are kept up to date.

What type of variables are ‘Salary’ and ‘Department’?

'Salary' and 'Department' are both nominal

'Salary' is ordinal and 'Department' is nominal.

'Salary' is nominal and 'Department' is ordinal

'Salary' and 'Department' are both ordinal

Vraag 4 of 25

4. Vraag

What is the main purpose of making a SIPOC?

It helps you to determine the scope of the process

It helps you to gather detailed process information

It helps you to get an idea of the specific customer requirements

It helps you to get a complete picture of the input

Vraag 5 of 25

5. Vraag

As part of a project in the context of workload, you want to know what employees spend their time on. You have asked the employees to measure what different tasks they are working on and then made a Pareto chart of it.

Is the Pareto chart useful in its current form?

Yes, only you would also have to create a Pareto chart of the time that is spent performing the different tasks

Yes, especially if you are aware of the Pareto principle (80-20 rule)

No, the Pareto chart is only useful for categorical data and numerical data

No, because you always have to focus on what customers ask you to do

Vraag 6 of 25

6. Vraag

What is the risk if you don’t do a proper root cause analysis?

Your solutions are focused on symptoms

You pursue the asking of 'why' for too long

You cannot complete your data analysis

Not all input is retrieved with an 'Ishikawa' diagram

Vraag 7 of 25

7. Vraag

What is the main purpose of the ‘define’ phase?

Making sure you get a complete and detailed picture of the process

Determining what is causing the problem

Making a good planning for the project

Understanding the problem and defining a project objective

Vraag 8 of 25

8. Vraag

Which of the following instruments is used to translate customer whishes into specific requirements?

a Kano analysis

a SIPOC

a CTQ flowdown

a value stream map (vsm)

Vraag 9 of 25

9. Vraag

What is an ‘X factor’ if you want to deliver a parcel quickly?

The length of the traffic jam the delivery driver ends up in

The satisfaction of the customer to whom the package is delivered

The total time taken to deliver by the delivery driver

The quality of the package on arrival

Vraag 10 of 25

10. Vraag

In case of a positively skewed distribution, what can we say about the average, the median and the mode?

The average is bigger than the median & the median is bigger than the mode

The mode is bigger than the average & the average is bigger than the median

The median is bigger than the average & and the average is bigger than the mode

The mean and the mode are the same, the median is different

Vraag 11 of 25

11. Vraag

Sascha, as a green belt, is asked by the team manager to make a value stream map (vsm) of the onboarding process. A lot goes wrong in this process, for example new employees cannot always enter systems on time. Sascha would like to provide insight into how this process really works and where it goes wrong.

At the beginning of the VSM session, one of the employees gets angry. He indicates that he has already made several suggestions for improvement and wonders why nothing has been done about this so far. “Now we need a green belt to solve it while we are not being listened to”. The others present nod in agreement or look away. What should Sascha do?

Start making the vsm, everyone's time is precious and seven people are rostered for it

Calling on the manager to solve it, as this is not Sascha's responsibility

Ask if the angry employee wants to leave, because this is not a pleasant situation for anyone

Give the angry employee space to express his feelings and discuss them in the group

Vraag 12 of 25

12. Vraag

What is the takt time of this process (consider an 8-hour workday), and can we currently meet the demand?

No, we don't meet the demand because takt time is 96 minutes

Yes, we do meet the demand because takt time is 120 minutes

Yes, we do meet the demand because takt time is 96 minutes

No, we don't meet the demand because takttime is 120 minutes

Vraag 13 of 25

13. Vraag

What is the process cycle efficiency (pce)?

42%

36%

27%

30%

Vraag 14 of 25

14. Vraag

Assuming that the target of this process is 95% First Time Right (FTR), are we currently meeting the target?

Yes, because the current percentage FTR is 97%

Yes, because the current percentage FTR is 99.87%

No, because the current percentage FTR is 87%

No, because the current percentage FTR is 87.32%

Vraag 15 of 25

15. Vraag

What is the process lead time (taking processing time and waiting time into account)? And what is the processing time according to Little’s Law?

Process lead time is 14 hours, en lead time according to Little's Law is more than 23 hours

Process lead time is 14 hours, en lead time according to Little's Law is almost 20 hours

Process lead time is 12 hours, en lead time according to Little's Law is more than 23 hours

Process lead time is 12 hours, and lead time according to Little's law is almost 20 hours

Vraag 16 of 25

16. Vraag

Which of the following statements describes discrete data?

It took Max Verstappen 3 hours and 17 minutes to cover the course of Monaco

His Red Bull car consumed 315.0 litres of petrol

The Grand Prix was attended by 10,000 people

In the evening at 23.00 the match was over

Vraag 17 of 25

17. Vraag

Why is it important to understand the background of a problem before starting a lean six sigma project?

Because you want to write a good introduction for the project charter

Because this is necessary for making a good stakeholder analysis

Because you have to be able to justify this to management

Because it is important to understand exactly what the problem is and who is suffering from it before you start spending time, money and resources on it.

Vraag 18 of 25

18. Vraag

Manuel must ask his manager for approval before sending an invoice to clients. For his green belt training he is going to improve the invoicing process together with his colleagues. Altogether, they make a value stream map (vsm) of the process.

How can you classify this process step in your value analysis?

cva

nva

nnva

dnva

Vraag 19 of 25

19. Vraag

Lately, the waiting time of customers on the phone is increasing to far above standard. That is why, as a project leader, you are given the task of improving the process and reduce waiting time. What is the FIRST thing you will do?

Do a root cause analysis

Carry out measurements at the customer contact centre

Make a value stream map with the people involved

Investigate what the problem is in order to formulate a clear problem definition

Vraag 20 of 25

20. Vraag

With the information from the question before, what do you think would be a good objective for this project?

Customers grade the customer contact centre with an average of 8 for the telephone service

You can't possibly know yet

95% of all calls are handled within 5 minutes

Reduce waiting time for customers

Vraag 21 of 25

21. Vraag

Suppose your project objective eventually becomes the following:

-“90% of calling customers have an employee on the phone within 2 minutes” –

Which are the measurements you will take AT LEAST?

The handling time of the calls and the waiting time

The number of calling customers and the waiting time per customer

The number of times the call is transferred and the handling time of the call

The number of employees in the call centre and the number of calling customers per day

Vraag 22 of 25

22. Vraag

Tess works in the back office of a supplier of cleaning goods. She notices that the time untill customers pay their invoices is widely spread among different customers. She wants to know more about this. Therefore, she looks at all invoices of 5 different customers over the past year.

Proposition 1: This is a reliable sample

Proposition 2: Tess has an influence on how quickly invoices are paid

Both propositions are correct

Proposition 1 is correct, proposition 2 is incorrect

Proposition 2 is correct, proposition 1 is incorrect

Both propositions are incorrect

Vraag 23 of 25

23. Vraag

Noah makes a plan to measure waiting times in the dentist’s waiting room. Because she only works 3 days a week, her colleague Shanice measures the other 2 days. Which of the answers below ensure ‘reproducability‘?

Shanice looks at how Noah recorded the measurements

They both use the stopwatch on their phones and write down the results in Excel

They record measurements from the moment the patient steps over the threshold until their name is called

They both measure every day at busy times, for 14 days

Vraag 24 of 25

24. Vraag

Why do you choose to use an empathy map?

If you feel that there is a lot of waste in the process

If you want to prioritise customer wishes

If you want to make the output of a process concrete

If you want to take away the frustrations experienced by the customer

Vraag 25 of 25

25. Vraag

Hugo and his team make a value stream map of the recruitment process. As a preparation, he has hung a brown paper about 3 metres wide. Halfway through the session he finds out that he does not have enough space for all the post-its with the process steps. How could Hugo have prevented this?

Don't let the employees tell too much about how the process steps are carried out exactly (so fewer details)

Invite fewer people to the vsm session

Make a SIPOC in advance

Don't take too many measurements in order to have a less extended vsm