LCS 1B exam: diagnosis & analysis

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?

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.

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?

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

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