Module 4 Team Dynamics and Performance for Green Belts

Green Belt Team Dynamics Module 4

Comprehensive Quiz (50)
This Comprehensive quiz covers everything in modules 2 and 3.

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GB Organizational drivers and metrics: 6 out of 8 correct (75%)
GB Team Tools: 9 out of 9 correct (100%)
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Correct Answers for: Green Belt Team Dynamics Module 4 Comprehensive Quiz (50)
Question #1: What is the biggest motivation for executives and company management to adopt
Six Sigma?
Correct
Your Answer:  
 Greater profits
Correct Answer:  
 Greater profits
All Possible Answers:
 Client objections
 Survey results
 Grow market share
 Greater profits
Explanation:  See What is Six Sigma? and the founding fathers of Six Sigma
Question #2: Which is the most difficult stage for a team to work through?
Correct
Your Answer:  
  Storming
Correct Answer:  
 Storming
All Possible Answers:
 Forming
 Storming
 Norming
 Performing
Explanation:  Answer: Storming is the most difficult. See Stages of team growth.
Question #3: When using a Balanced Scorecard, which of the following is a marketplace
response indicator?
Correct
Your Answer:  
 Customer feedback cards
Correct Answer:  
 Customer feedback cards
All Possible Answers:
 Defects per million opportunities
 Customer feedback cards
 ROI
 Production cycle time
Explanation:  See scorecard.
Question #4: What is the difference between TQM and Six Sigma?
Correct
Your Answer:  
 Six sigma uses statistical tools such as DFSS, DOE as well as incorporates Lean
manufacturing tools.
Correct Answer:  
 Six sigma uses statistical tools such as DFSS, DOE as well as incorporates Lean
manufacturing tools.
All Possible Answers:
 TQM is undisciplined.
 Six sigma uses statistical tools such as DFSS, DOE as well as incorporates Lean
manufacturing tools.
 TQM requires extensive training.
 Managers like Six Sigma better.
Explanation:  Answer: B Six sigma uses statistical tools such as DFSS, DOE as well as incorporates Lean
manufacturing tools.
Question #5: Should a company that is struggling with poor quality, profitability, and productivity
embrace Six Sigma?
Correct
Your Answer:  
 No - they should attend to basic activities first.
Correct Answer:  
 No - they should attend to basic activities first.
All Possible Answers:
 No - they probably can't afford it
 Yes!
 No - they should attend to basic activities first.
 Yes, if they have enough small projects to get started.
Explanation:  Six sigma is best used to improve a process. When a company is fundamentally broken, they
should attend to fixing their basic activities before implementing Six Sigma.

Note from Ted: This concept is counter-intuitive. It’s included based on feedback from other students who
saw it on various exams and got tripped up by it.

Yes, Six Sigma can be a help – it can generate transformative results. But it’s a weighty process. It’s
expensive. It takes a lot of people who are trained and a lot of resources to execute. So, on a maturity
scale, a company should be well out of it’s infancy when it looks to deploy Six Sigma (some notes on what
it takes to deploy Six Sigma here).

For the company that is struggling there are likely smaller efforts (eg lead activities like Kaizen or basic
CTQ efforts) that could provide immediate help. In other words, solutions to many of the things that ail
such a struggling company are likely easily apparent and could be described as “low-hanging fruit.”

In practical terms I found the most success leading Six Sigma engagements when sponsors didn’t know
how to solve the problem at all, had no good prospects, but recognized that the problem ABSOLUTELY
needed to be solved. At that point everyone was willing to commit the resources and attention needed to
make the engagement successful.
Question #6: If you have shy team members, what technique might be a valuable way to help
them participate in idea generation?
Correct
Your Answer:  
 Nominal Group Technique
Correct Answer:  
 Nominal Group Technique
All Possible Answers:
 Brainstorming
 Nominal Group Technique
 Multivoting
 Voting
Explanation:  This is by definition. See brainstorming. Also see Nominal Group Technique, and Multivoting
Question #7: What technique significantly enables participation from all members resulting in
more comprehensive and thoughtful solutions?
Correct
Your Answer:  
 Nominal Group Technique
Correct Answer:  
 Nominal Group Technique
All Possible Answers:
 Brainstorming
 Nominal Group Technique
 Multivoting
 Voting
Explanation:  This is Nominal Group Technique by definition. See brainstorming. Also see Nominal Group
Technique, and Multivoting
Question #8: Which of the following is NOT an example of a customer-driven organization?
Correct
Your Answer:  
 Development of new products based on a criteria of Return on Investment (ROI).
Correct Answer:  
 Development of new products based on a criteria of Return on Investment (ROI).
All Possible Answers:
 Front line employees are empowered to resolve quality issues.
 Development of new products based on a criteria of Return on Investment (ROI).
 Customer service quality is as important as product quality.
Question #9: Which of the following is not one of the components of Six Sigma?
Correct
Your Answer:  
 Corporate Mission
Correct Answer:  
 Corporate Mission
All Possible Answers:
 Business Strategy
 Vision
 Robust Methodology
 Corporate Mission
Explanation:  Answer: D. Corporate Mission. The six major components of Six sigma are business strategy,
vision, benchmark, goal, statistical measure and robust methodology. Hence, corporate mission is the
correct option.
Question #10: Which is not a technique or a tool that enables Business Process Management?
Incorrect
Your Answer:  
  Benchmarking
Correct Answer:  
 FEMA
All Possible Answers:
 SIPOC, KPIV, KPOV
 FEMA
 Benchmarking
 Critical to X
Explanation:  Also, see business process management.
Question #11: Which of the following characteristics describe the philosophy of Six Sigma?
Correct
Your Answer:  
 Result-oriented, continuous improvement, management involvement
Correct Answer:  
 Result-oriented, continuous improvement, management involvement
All Possible Answers:
 Profit-oriented, staff reductions.
 Result-oriented, continuous improvement, management involvement
 100% perfect quality
 Engaged employees lead to better quality
Explanation:  See What is Six Sigma?"
Question #12: If you wanted to track market sales, what would you include in your metrics?
Correct
Your Answer:  
 Customer retention
Correct Answer:  
 Customer retention
All Possible Answers:
 ROI
 Customer retention
 Product creation cycle time
 Repeat business
Explanation:  The answer is customer retention. Since the customer dictates quality and a customer will
leave if you do not provide quality, customer retention is the best answer.
Question #13: Which of the following statements is not true?
Correct
Your Answer:  
 Multi-voting is a decision-making tool.
Correct Answer:  
 Multi-voting is a decision-making tool.
All Possible Answers:
  Xs are the process elements that explain the Y
 Multi-voting is a decision-making tool.
 A cause and effect diagram is used in a brainstorming session.
 A micro-problem statement is a granular statement of the problem definition.
Explanation:  This is by definition. Multi-voting is NOT a decision-making tool.See Multivoting
Question #14: A team receives the most control and direction during which phase?
Incorrect
Your Answer:  
 Performing
Correct Answer:  
 Storming
All Possible Answers:
 Norming
 Storming
 Performing
 Adjourning
Explanation:  Answer: Storming.

This would normally be "Forming" but since that is not an answer, storming is the best choice. See Stages
of team growth.
Question #15: What role on a six sigma team is most likely to define the objectives of the
project?
Correct
Your Answer:  
 Sponsor
Correct Answer:  
 Sponsor
All Possible Answers:
 Black Belt
 Green Belt
 Sponsor
 Process Owner
Explanation:  Answer: Sponsor. See six sigma teams.
Question #16: Which of these statements is correct?
Correct
Your Answer:  
 Core processes feed into sub-processes that then feed into dashboard measures.
Correct Answer:  
 Core processes feed into sub-processes that then feed into dashboard measures.
All Possible Answers:
 Core processes feed into defect logs which then feed into dashboard measures.
  Dashboard measures are derived from key business concepts like ROI.
 Core processes feed into sub-processes that then feed into dashboard measures.
 Calculating dashboard measures mulitple times per year leads to confusion and
lack of clarity.
Explanation:  See scorecard.
Question #17: Which is the most effective communication method for a team to adopt?
Correct
Your Answer:  
 Combination of the above
Correct Answer:  
 Combination of the above
All Possible Answers:
 Verbal
 Written
 Non-verbal
 Combination of the above
Explanation:  Answer: Combination of the above. See team dynamics, mechanics, and communications.
Question #18: Cross-functional teams typically:
Correct
Your Answer:  
 Are comprised of subject matter experts and representatives from multiple
departments or areas.
Correct Answer:  
 Are comprised of subject matter experts and representatives from multiple
departments or areas.
All Possible Answers:
 Have Narrow skill sets and expertise.
 Are comprised of subject matter experts and representatives from multiple
departments or areas.
 Elect their own leaders.
 Are comprised of natural work teams.
Explanation:  Answer: Are comprised of subject matter experts and representatives from multiple
departments or areas. See types of teams.
Question #19: Which founding father of the Quality movement is associated with a trilogy
consisting of 3 processes; quality planning, quality control, and quality improvement?
Correct
Your Answer:  
 Juran
Correct Answer:  
 Juran
All Possible Answers:
  Deming
 Ishikawa
 Juran
 Toyota
Explanation:  Answer: C, Juran is associated with Juran's Trilogy of quality planning, quality control, and
quality improvement. Also see Ishikawa, Deming, Toyota.
Question #20: Which set of actions best describes the forming stage of a team?
Correct
Your Answer:  
 The team is uncertain of the scope of their roles.
Correct Answer:  
 The team is uncertain of the scope of their roles.
All Possible Answers:
 Team leader delegates duties to team members.
 Strong evidence of cooperation between team members.
 The team can self-prioritize and perform tasks.
 The team is uncertain of the scope of their roles.
Explanation:  Answer: D. This is by definition. See Stages of team growth.
Question #21: Juran's trilogy consisted of which of the following elements?
Correct
Your Answer:  
 Quality planning, Quality control, and Quality improvement
Correct Answer:  
 Quality planning, Quality control, and Quality improvement
All Possible Answers:
 Quality planning, Quality control, and Quality improvement
 Define & Measure, Analyze & Improve, Control
 Plan, Do, Check & Act
 Project development, Project Implementation, Project Closure
Explanation:  Answer: Quality planning, Quality control, and Quality improvement.

Juran is acknowledged as a leading thinker in the field of quality. Also see history of Six Sigma.
Question #22: What tool is most-closely associate with Six Sigma?
Correct
Your Answer:  
 DMAIC
Correct Answer:  
 DMAIC
All Possible Answers:
 SIPOC
 Kaizen
  DPMO
 DMAIC
Explanation:  Answer: D, DMAIC (Define, Measure, Analyze, Improve, Control)  is most-closely associated
with Six Sigma. A SIPOC (Supplier, Input, Process, Output, Control) is a tool to helps us map our process
flow at a high level. Kaizen is a philosophy of continuous improvement. DPMO stands for Defects per
Million Opportunities.
Question #23: What is multi-voting?
Correct
Your Answer:  
 A technique to reduce a long list of items to a manageable number
Correct Answer:  
 A technique to reduce a long list of items to a manageable number
All Possible Answers:
 A technique to pick the best Six Sigma project
 A process to perform qualitative analysis
 A technique to reduce a long list of items to a manageable number
 Output from a cause and effect diagram
Explanation:  This is by definition. See brainstorming. Also see Nominal Group Technique, and Multivoting
Question #24: The two primary goals of Six Sigma are to improve
Correct
Your Answer:  
 Effectiveness and efficiency
Correct Answer:  
 Effectiveness and efficiency
All Possible Answers:
 KPIV, KPOV
 Effectiveness and efficiency
 Profitability and ROI
 Shareholder's net worth
Explanation:  See What is Six Sigma?"
Question #25: What is a useful way for generating a large number of potential problem sources
or problem candidates?
Correct
Your Answer:  
 Brainstorming
Correct Answer:  
 Brainstorming
All Possible Answers:
 Brainstorming
 Nominal Group Technique
 Multivoting
  Voting
Explanation:  This is by definition. See brainstorming. Also see Nominal Group Technique, and Multivoting
Question #26: The development of a formal communication plan is mainly justified in which
situation?
Correct
Your Answer:  
 Large projects or teams with geographical barriers
Correct Answer:  
 Large projects or teams with geographical barriers
All Possible Answers:
 Every time a team is initiated
 When the team has strong internal conflicts
 Large projects or teams with geographical barriers
 Before selecting the project
Explanation:  Large projects or teams with geographical barriers are the situations that require a formal
communication plan because of their inherent complexity.
Question #27: Groupthink is best indicated by what characteristic?
Correct
Your Answer:  
 Staying with the usual way of doing things.
Correct Answer:  
 Staying with the usual way of doing things.
All Possible Answers:
 Creative problem solving.
 Soliciting dissenting opinions.
 Surfacing of unpopular ideas.
 Staying with the usual way of doing things.
Explanation:  Answer: Staying with the usual way of doing things.

This is by definition. See groupthink.

Question #28: How can management best support Six Sigma efforts?
Correct
Your Answer:  
 By providing the resources needed.
Correct Answer:  
 By providing the resources needed.
All Possible Answers:
 By training black belts themselves
 By running the Six Sigma projects
 By integrating technical initiatives into process KPIV and KPOV.
 By providing the resources needed.
Explanation:  Answer: D - By providing the resources needed. Management is vital to the success of a six
sigma project because if they do not dedicate the necessary resource, the project will likely fail.
Question #29: Who is considered the leading management thinker in the field of quality?
Correct
Your Answer:  
 W. Edwards Deming
Correct Answer:  
 W. Edwards Deming
All Possible Answers:
 Kaoru Ishikawa
 Walter Shewhart
 Joseph M Juran
 W. Edwards Deming
Explanation:  Answer: W. Edwards Deming is acknowledged as the leading management thinker in the
field of quality. Also see history of Six Sigma.

Joseph M Juran was a quality luminary that focused on top management involvement, the quality trilogy,
quality cost measurement, and Pareto analysis.

Walter Shewhart is often referred to as the “Father of Quality Control”

Kaoru Ishikawa is considered the Father of Japanese Quality. He invented the Fishbone diagram (aka
4M/5M or cause and effect diagram) and CWQC – Company Wide Quality Control.
Question #30: Which sentence best describes the Storming Phase?
Correct
Your Answer:  
 Marked by conflict within the group as team members push boundaries and
challenge authority in attempt to clarify the team’s goals, values, and norms.
Correct Answer:  
 Marked by conflict within the group as team members push boundaries and
challenge authority in attempt to clarify the team’s goals, values, and norms.
All Possible Answers:
 Team members learn to cooperate and support one another while establishing
patterns of communication and behavior.
 Individuals become members of a group, are anxious about their roles and
responsibilities, and are hesitant to participate in discussions.
 Marked by conflict within the group as team members push boundaries and
challenge authority in attempt to clarify the team’s goals, values, and norms.
 The group is preparing to disband or is facing major changes in its mission,
membership, or environment. Members often regress to unproductive team
behaviors.
Explanation:  This is by definition. See Stages of team growth.
Question #31: Why do so many companies state that Six Sigma has been beneficial for them?
Correct
Your Answer:  
 Profit margins have been expanded.
Correct Answer:  
 Profit margins have been expanded.
All Possible Answers:
 Profit margins have been expanded.
 The use of statistics is confusing to to them.
 Using undisciplined approaches are easier to manage.
 Not to do so would be embarrassing.
Explanation:  Answer: Profit margins have been expanded.

It's been said that managers care about profit, profit, and profit. While that's not universally true, Six Sigma
has been successful because it has driven true bottom-line profitability.
Question #32: Which of the following is NOT a role of the champion?
Correct
Your Answer:  
 They lead the team each session
Correct Answer:  
 They lead the team each session
All Possible Answers:
 They facilitate cross functionality
 They facilitate getting necessary resources
 They help the team to overcome barriers to implementation
 They lead the team each session
Explanation:  Answer: Champions usually do not lead the team each session. See six sigma teams.
Question #33: What does KPIV stand for?
Correct
Your Answer:  
 Key Process Input Variable
Correct Answer:  
 Key Process Input Variable
All Possible Answers:
 Key Program Intelligence Variable
 Key Process Input Variable
 Key Process Integration Variable
 Key Project Interest Variance
Explanation:  By definition.
Question #34: Which one of these is not part of the Demming Customer Model?
Incorrect
Your Answer:  
 Process inputs, controls, outputs are each interdependent.
Correct Answer:  
 Quality is dictated by your tolerances.
All Possible Answers:
 Process inputs, controls, outputs are each interdependent.
 Statistical models can be used to control and guide these inputs.
 Quality is dictated by your tolerances.
 Process feedback can be used to redesign existing systems and make them better.
Explanation:  C - Quality is dictated by your tolerances.

Quality is ultimately determined by your clients. Also, see business process management.

Question #35: If a team leader wants to be assertive, which position would he or she adopt
when dealing with a conflict?
Correct
Your Answer:  
 Collaborating
Correct Answer:  
 Collaborating
All Possible Answers:
 Collaborating
 Compromising
 Accommodating
 Avoiding
Explanation:  Answer: Collaborating. See team conflict prevention and resolution.
Question #36: Which sentence best describes the Norming Phase?
Correct
Your Answer:  
 Team members learn to cooperate and support one another while establishing
patterns of communication and behavior.
Correct Answer:  
 Team members learn to cooperate and support one another while establishing
patterns of communication and behavior.
All Possible Answers:
 Team members learn to cooperate and support one another while establishing
patterns of communication and behavior.
 Individuals become members of a group, are anxious about their roles and
responsibilities, and are hesitant to participate in discussions.
 The group is preparing to disband or is facing major changes in its mission,
membership, or environment. Members often regress to unproductive team
behaviors.
Explanation:  This is by definition. See Stages of team growth.
Question #37: The senior management of a company should receive what kind of Six Sigma
training?
Correct
Your Answer:  
 Sponsorship training
Correct Answer:  
 Sponsorship training
All Possible Answers:
 Green belt training
 Master Black Belt training
 Sponsorship training
 Black Belt training
Explanation:  Answer: Senior managers are most likely to receive training on how to sponsor a six sigma
project. The other types of training are varying in their technical nature and are more geared towards
professional quality practitioners.

Also see six sigma roles and responsibilities.

Question #38: Which of the following questions would be asked during the performing stage of
team development?
Correct
Your Answer:  
 What is the ideal way for our group to function most effectively?
Correct Answer:  
 What is the ideal way for our group to function most effectively?
All Possible Answers:
 What is the ideal way for our group to function most effectively?
 How fast can we bring new team members up to speed?
 Can I trust the other team members?
 Who has the most power to influence people on this team?
Explanation:  This is by definition. See Stages of team growth.
Question #39: What is brainstorming?
Correct
Your Answer:  
 A tool used by teams for creative exploration of options.
Correct Answer:  
 A tool used by teams for creative exploration of options.
All Possible Answers:
 A tool used by teams for creative exploration of options.
 A controlled problem-solving activity conducted by management.
 A project review technique.
  A technique for resolving inter-personal conflict.
Explanation:  This is by definition. See brainstorming.
Question #40: A six sigma team sponsor usually:
Correct
Your Answer:  
 All of the above
Correct Answer:  
 All of the above
All Possible Answers:
 Acts as a liaison between the team and senior management
 All of the above
 Helps secure resources
 Defines the objective of the project
Explanation:  Answer: All of the above. See six sigma teams.
Question #41: When using a balanced scorecard, which perspective helps the organization
understand what the customer values?
Correct
Your Answer:  
 Customer
Correct Answer:  
 Customer
All Possible Answers:
 Quality
 Senior Mangement
 Society
 Customer
Explanation:  Only the customer's perspective helps you understand what they value. See scorecard.
Question #42: Which of the following statements is incorrect?
Correct
Your Answer:  
 Six sigma is best described as a quality program.
Correct Answer:  
 Six sigma is best described as a quality program.
All Possible Answers:
 A blackbelt should really (ideally) be a full-time job.
 A Green Belt should really (ideally) be a part-time job.
 You should not ONLY focus on cost savings when trying to implement a Six Sigma
Initiative.
 Six sigma is best described as a quality program.
Explanation:  Answer: Six sigma is best described as a quality program.
Six Sigma is NOT best described as a quality program. That is by definition. Six Sigma is a framework to
make an organization more competitive by focusing on being effective and efficient.

See What is Six Sigma?"

Question #43: The three key elements of Six Sigma do not include?
Incorrect
Your Answer:  
 Culture focus
Correct Answer:  
 Cash Flow focus
All Possible Answers:
 Process focus
 Culture focus
 Cash Flow focus
 Customer focus
Explanation:  While cash flow is important for any organization, this is not a key element of Six Sigma
See What is Six Sigma?"
Question #44: What do you interpret from the graph given below:

Correct
Your Answer:  
 Rate of errors falls as the sigma level rises
Correct Answer:  
 Rate of errors falls as the sigma level rises
All Possible Answers:
  There is a positive relation between errors and sigma levels
 There is no relation between errors and sigma levels
 Rate of errors falls as the sigma level rises
 Rate of errors increases as the sigma level rises
Explanation:  Answer: D. Rate of errors falls as the sigma level rises. It can be interpreted from the given
graph that as the sigma level increases from 3 to 4.5, the rate of errors falls exponentially from somewhere
about 65,000 per million to around 2,000 per million opportunities. Hence, option 3 is correct.
Question #45: What are the primary activities that should take place during meetings?
Correct
Your Answer:  
 Reinforcement of the team concept and improving team processes.
Correct Answer:  
 Reinforcement of the team concept and improving team processes.
All Possible Answers:
 Detailed meeting minutes taken.
 Working through conflict and resolution.
 Ensuring client demands are met.
 Reinforcement of the team concept and improving team processes.
Explanation:  Answer: Reinforcement of the team concept and improving team processes. This one is
tricky. While the other activities may take place, the primary activities that should take place during
meetings are around reinforcing the team concept and improving team processes. See team dynamics,
mechanics, and communications.
Question #46: Which of the following is a set of procedures that controls tasks in order to
produce consistent quality?
Correct
Your Answer:  
 Calibration standard
Correct Answer:  
 Calibration standard
All Possible Answers:
 Calibration standard
 Standard time
 Standard work
 Standard ordered design
Explanation:  The answer is Calibration standard.

Standard work might seem like a viable answer, the details in the wording of the question put the toss up
to having a calibration standard.

Standard work can help you to limit or reduce waste.

Also see the following:
Measurement Systems Analysis and Gage R&R.
Question #47: During this stage of team development, members may find that their initial
expectations of the team are far different than the realities of trying to accomplish something
together.
Incorrect
Your Answer:  
 Norming
Correct Answer:  
 Storming
All Possible Answers:
 Forming
 Storming
 Norming
 Performing
Explanation:  This is by definition. See Stages of team growth.
Question #48: Which technique is full of energy, moves rapidly, and is synergistic, creating a
large list of ideas which may eventually be boiled down, or funneled down, to a smaller list of
priority items later in the project?
Correct
Your Answer:  
 Brainstorming
Correct Answer:  
 Brainstorming
All Possible Answers:
 Multivoting
 Nominal Group Technique
 Voting
 Brainstorming
Explanation:  This is by definition. See brainstorming. Also see Nominal Group Technique, and Multivoting
Question #49: Six Sigma is NOT comprised of which key element?
Correct
Your Answer:  
 Profitability
Correct Answer:  
 Profitability
All Possible Answers:
 Strategy
 Tactics
 Culture
 Profitability
Explanation:  See What is Six Sigma?"
Question #50: Why should a company embrace Six Sigma?
Correct
Your Answer:  
 To make a larger profit
Correct Answer:  
 To make a larger profit
All Possible Answers:
 To make a larger profit
 To make their customers happy
 To grow their share of the market
 To reduce defects
Explanation:  Answer: A) The profit motive is the primary reason a company should embrace Six Sigma.
The other options are really subsets of A.