2016 ASQ 黑帶考試大綱CSSBB

AMERICANSOCIETYFORQUALITYCERTIFIEDSIXSIGMABLACKBELT(CSSBB)BODYOFKNOWLEDGEThetopicsinthisBodyofKnowledgeincludeadditionaldetailintheformofsubtextexplanationsandthecognitivelevelatwhichtestquestionswillbewritten.Thisinformationwillprovideguidanceforthecandidatepreparingtotaketheexam.Thesubtextisnotintendedtolimitthesubjectmatterorbeall-inclusiveofwhatmightbecoveredinanexam.Itismeanttoclarifythetypeofcontenttobeincludedintheexam.Thedescriptorinparenthesesattheendofeachentryreferstothemaximumcognitivelevelatwhichthetopicwillbetested.Acompletedescriptionofcognitivelevelsisprovidedattheendofthisdocument.I.Organization-widePlanningandDeployment(Questions12)A.Organization-wideconsiderations1.FundamentalsofsixsigmaandleanmethodologiesDefineanddescribethevalue,foundations,philosophy,history,andgoalsoftheseapproaches,anddescribetheintegrationandcomplementaryrelationshipbetweenthem.(Understand)2.Sixsigma,lean,andcontinuousimprovementmethodologiesDescribewhentousesixsigmainsteadofotherproblem-solvingapproaches,anddescribetheimportanceofaligningsixsigmaobjectiveswithorganizationalgoals.Describescreeningcriteriaandhowsuchcriteriacanbeusedfortheselectionofsixsigmaprojects,leaninitiatives,andothercontinuousimprovementmethods.(Apply)3.RelationshipsamongbusinesssystemsandprocessesDescribetheinteractiverelationshipsamongbusinesssystems,processes,andinternalandexternalstakeholders,andtheimpactthoserelationshipshaveonbusinesssystems.(Understand)4.StrategicplanninganddeploymentforinitiativesDefinetheimportanceofstrategicplanningforsixsigmaprojectsandleaninitiatives.Demonstratehowhoshinkanri(X-matrix),portfolioanalysis,andothertoolscanbeusedinsupportofstrategicdeploymentoftheseprojects.Usefeasibilitystudies,SWOTanalysis(strengths,weaknesses,opportunities,andthreats),PESTanalysis(political,economic,social,andtechnological)andcontingencyplanningandbusinesscontinuityplanningtoenhancestrategicplanninganddeployment.(Apply)B.Leadership1.RolesandresponsibilitiesDescribetherolesandresponsibilitiesofexecutiveleadership,champions,sponsors,processowners,masterblackbelts,blackbelts,andgreenbeltsindrivingsixsigmaandleaninitiatives.Describehoweachgroupinfluencesprojectdeploymentintermsofprovidingormanagingresources,enablingchangesinorganizationalstructure,andsupportingcommunicationsaboutthepurposeanddeploymentoftheinitiatives.(Understand)2.OrganizationalroadblocksandchangemanagementDescribehowanorganization’sstructureandculturecanimpactsixsigmaprojects.Identifycommoncausesofsixsigmafailures,includinglackofmanagementsupportandlackofresources.Applychangemanagementtechniques,includingstakeholderanalysis,readinessassessments,andcommunicationplanstoovercomebarriersanddriveorganization-widechange.(Apply)II.OrganizationalProcessManagementandMeasures(10Questions)A.ImpactonstakeholdersDescribetheimpactsixsigmaprojectscanhaveoncustomers,suppliers,andotherstakeholders.(Understand)B.BenchmarkingDefineanddistinguishbetweenvarioustypesofbenchmarking,e.g.,bestpractices,competitive,collaborative,breakthrough.Selectmeasuresandperformancegoalsforprojectsresultingfrombenchmarkingactivities.(Apply)C.Businessmeasures1.PerformancemeasuresDefineanddescribebalancedscorecard,keyperformanceindicators(KPIs),customerloyaltymetrics,andleadingandlaggingindicators.Explainhowtocreatealineofsightfromperformancemeasurestoorganizationalstrategies.(Analyze)2.FinancialmeasuresDefineanduserevenuegrowth,marketshare,margin,netpresentvalue(NPV),returnoninvestment(ROI),andcost-benefitanalysis(CBA).Explainthedifferencebetweenhardcostmeasures(fromprofitandlossstatements)andsoftcostbenefitsofcostavoidanceandreduction.(Apply)III.TeamManagement(18Questions)A.Teamformation1.TeamtypesandconstraintsDefineanddescribevariousteams,includingvirtual,cross-functional,andself-directed.Determinewhatteamtypewillworkbestforagivenasetofconstraints,e.g.,geography,technologyavailability,staffschedules,timezones.(Apply)2.TeamrolesandresponsibilitiesDefineanddescribevariousteamrolesandresponsibilitiesforleader,facilitator,coach,andindividualmember.(Understand)3.TeammemberselectioncriteriaDescribevariousfactorsthatinfluencetheselectionofteammembers,includingtheabilitytoinfluence,opennesstochange,requiredskillssets,subjectmatterexpertise,andavailability.(Apply)4.TeamsuccessfactorsIdentifyanddescribetheelementsnecessaryforsuccessfulteams,e.g.,managementsupport,cleargoals,groundrules,timelines.(Apply)B.Teamfacilitation1.MotivationaltechniquesDescribeandapplytechniquestomotivateteammembers.Identifyfactorsthatcandemotivateteammembersanddescribetechniquestoovercomethem.(Apply)2.TeamstagesofdevelopmentIdentifyanddescribetheclassicstagesofteamdevelopment:forming,storming,norming,performing,andadjourning.(Apply)3.TeamcommunicationDescribeandexplaintheelementsofaneffectivecommunicationplan,e.g.,audienceidentification,messagetype,medium,frequency.(Apply)4.TeamleadershipmodelsDescribeandselectappropriateleadershipapproaches(e.g.,direct,coach,support,delegate)toensureteamsuccess.(Apply)C.Teamdynamics1.GroupbehaviorsIdentifyandusevariousconflictresolutiontechniques(e.g.,coaching,mentoring,intervention)toovercomenegativegroupdynamics,includingdominantandreluctantparticipants,groupthink,rushingtofinish,anddigressions.(Evaluate)2.MeetingmanagementSelectandusevariousmeetingmanagementtechniques,includingusingagendas,startingontime,requiringpre-workbyattendees,andensuringthattherightpeopleandresourcesareavailable.(Apply)3.Teamdecision-makingmethodsDefine,select,andusevarioustools(e.g.,consensus,nominalgrouptechnique,multi-voting)fordecision-making.(Apply)D.Teamtraining1.NeedsassessmentIdentifythestepsinvolvedtoimplementaneffectivetrainingcurriculum:identifyskillsgaps,developlearningobjectives,prepareatrainingplan,anddeveloptrainingmaterials.(Understand)2.DeliveryDescribevarioustechniquesusedtodelivereffectivetraining,includingadultlearningtheory,softskills,andmodesoflearning.(Understand)3.EvaluationDescribevarioustechniquestoevaluatetraining,includingevaluationplanning,feedbacksurveys,pre-trainingandpost-trainingtesting.(Understand)IV.Define(20questions)A.Voiceofthecustomer1.CustomeridentificationIdentifyandsegmentcustomersandshowhowaprojectwillimpactbothinternalandexternalcustomers.(Apply)2.CustomerdatacollectionIdentifyandselectappropriatedatacollectionmethods(e.g.,surveys,focusgroups,interviews,observations)togathervoiceofthecustomerdata.Ensurethedatacollectionmethodsusedarereviewedforvalidityandreliability.(Analyze)3.CustomerrequirementsDefine,select,andapplyappropriatetoolstodeterminecustomerneedsandrequirements,includingcritical-to-X(CTXwhen‘X’canbequality,cost,safety,etc.),CTQtree,qualityfunctiondeployment(QFD),supplier,input,process,output,customer(SIPOC)andKanomodel.(Analyze)B.Businesscaseandprojectcharter1.BusinesscaseDescribebusinesscasejustificationusedtosupportprojects.(Understand)2.ProblemstatementDevelopaprojectproblemstatementandevaluateitinrelationtobaselineperformanceandimprovementgoals.(Evaluate)3.ProjectscopeDevelopandreviewprojectboundariestoensurethattheprojecthasvaluetothecustomer.(Analyze)4.GoalsandobjectivesIdentifySMART(specific,measureable,actionable,relevantandtimebound)goalsandobjectivesonthebasisoftheproject’sproblemstatementandscope.(Analyze)5.ProjectperformancemeasurementsIdentifyandevaluateperformancemeasurements(e.g.,cost,revenue,delivery,schedule,customersatisfaction)thatconnectcriticalelementsoftheprocesstokeyoutputs.(Analyze)6.ProjectcharterreviewExplaintheimportanceofhavingperiodicprojectcharterreviewswithstakeholders.(Understand)C.Projectmanagement(PM)toolsIdentifyandusethefollowingPMtoolstotrackprojectsanddocumenttheirprogress.(Evaluate)1.Ganttcharts2.Toll-gatereviews3.Workbreakdownstructure(WBS)4.RACImodel(responsible,accountable,consultedandinformed)D.AnalyticaltoolsIdentifyandusethefollowinganalyticaltoolsthroughouttheDMAICcycle.(Apply)1.Affinitydiagrams2.Treediagrams3.Matrixdiagrams4.Prioritizationmatrices5.ActivitynetworkdiagramsV.Measure(25Questions)A.Processcharacteristics1.ProcessflowmetricsIdentifyanduseprocessflowmetrics(e.g.,workinprogress(WIP),workinqueue(WIQ),touchtime,takttime,cycletime,throughput)todetermineconstraints.Describetheimpactthat“hiddenfactories”canhaveonprocessflowmetrics.(Analyze)2.ProcessanalysistoolsSelect,useandevaluatevarioustools,e.g.,valuestreammaps,processmaps,workinstructions,flowcharts,spaghettidiagrams,circlediagrams,gembawalk.(Evaluate)B.Datacollection1.TypesofdataDefine,classify,anddistinguishbetweenqualitativeandquantitativedata,andcontinuousanddiscretedata.(Evaluate)2.MeasurementscalesDefineandusenominal,ordinal,interval,andratiomeasurementscales.(Apply)3.SamplingDefineanddescribesamplingconcepts,includingrepresentativeselection,homogeneity,bias,accuracy,andprecision.Determinetheappropriatesamplingmethod(e.g.,random,stratified,systematic,subgroup,block)toobtainvalidrepresentationinvarioussituations.(Evaluate)4.DatacollectionplansandmethodsDevelopandimplementdatacollectionplansthatincludedatacaptureandprocessingtools,e.g.,checksheets,datacoding,datacleaning(imputationtechniques).Avoiddatacollectionpitfallsbydefiningthemetricstobeusedorcollected,ensuringthatcollectorsaretrainedinthetoolsandunderstandhowthedatawillbeused,andcheckingforseasonalityeffects.(Analyze)C.Measurementsystems1.Measurementsystemanalysis(MSA)Usegaugerepeatabilityandreproducibility(R&R)studiesandotherMSAtools(e.g.,bias,correlation,linearity,precisiontotolerance,percentagreement)toanalyzemeasurementsystemcapability.(Evaluate)2.MeasurementsystemsacrosstheorganizationIdentifyhowmeasurementsystemscanbeappliedtomarketing,sales,engineering,researchanddevelopment(R&D),supplychainmanagement,andcustomersatisfactiondata.(Understand)3.MetrologyDefineanddescribeelementsofmetrology,includingcalibrationsystems,traceabilitytoreferencestandards,andthecontrolandintegrityofmeasurementdevicesandstandards.(Understand)D.Basicstatistics1.BasicstatisticaltermsDefineanddistinguishbetweenpopulationparametersandsamplestatistics,e.g.,proportion,mean,standarddeviation.(Apply)2.CentrallimittheoremExplainthecentrallimittheoremanditssignificanceintheapplicationofinferentialstatisticsforconfidenceintervals,hypothesistests,andcontrolcharts.(Understand)3.DescriptivestatisticsCalculateandinterpretmeasuresofdispersionandcentraltendency.(Evaluate)4.GraphicalmethodsConstructandinterpretdiagramsandcharts,e.g.,box-and-whiskerplots,scatterdiagrams,histograms,normalprobabilityplots,frequencydistributions,cumulativefrequencydistributions.(Evaluate)5.ValidstatisticalconclusionsDistinguishbetweendescriptiveandinferentialstatisticalstudies.Evaluatehowtheresultsofstatisticalstudiesareusedtodrawvalidconclusions.(Evaluate)E.Probability1.BasicconceptsDescribeandapplyprobabilityconcepts,e.g.,independence,mutuallyexclusiveevents,additionandmultiplicationrules,conditionalprobability,complementaryprobability,jointoccurrenceofevents.(Apply)2.DistributionsDescribe,interpret,andusevariousdistributions,e.g.,normal,Poisson,binomial,chisquare,F.Processcapability1.ProcesscapabilityindicesDefine,select,andcalculateCpandCpk.(Evaluate)2.ProcessperformanceindicesDefine,select,andcalculatePp,Ppk,Cpm,andprocesssigma.(Evaluate)3.GeneralprocesscapabilitystudiesDescribeandapplyelementsofdesigningandconductingprocesscapabilitystudiesrelativetocharacteristics,specifications,samplingplans,stabilityandnormality.(Evaluate)4.ProcesscapabilityforattributesdataCalculatetheprocesscapabilityandprocesssigmalevelforattributesdata.(Apply)5.Processcapabilityfornon-normaldataIdentifynon-normaldataanddeterminewhenitisappropriatetouseBox-Coxorothertransformationtechniques.(Apply)6.Processperformancevs.specificationDistinguishbetweennaturalprocesslimitsandspecificationlimits.Calculateprocessperformancemetrics,e.g.,percentdefective,partspermillion(PPM),defectspermillionopportunities(DPMO),defectsperunit(DPU),throughputyield,rolledthroughputyield(RTY).(Evaluate)7.Short-termandlong-termcapabilityDescribeanduseappropriateassumptionsandconventionswhenonlyshort-termdataoronlylong-termdataareavailable.Interprettherelationshipbetweenshort-termandlong-termcapability.(Evaluate)VI.Analyze(22Questions)A.Measuringandmodelingrelationshipsbetweenvariables1.CorrelationcoefficientCalculateandinterpretthecorrelationcoefficientanditsconfidenceinterval,anddescribethedifferencebetweencorrelationandcausation.(Evaluate)2.LinearregressionCalculateandinterpretregressionanalysis,andapplyandinterprethypothesistestsforregressionstatistics.Usetheregressionmodelforestimationandprediction,analyzetheuncertaintyintheestimate,andperformaresidualsanalysistovalidatethemodel.(Evaluate)3.MultivariatetoolsUseandinterpretmultivariatetools(e.g.,factoranalysis,discriminantanalysis,multipleanalysisofvariance(MANOVA))toinvestigatesourcesofvariation.(Evaluate)B.Hypothesistesting1.TerminologyDefineandinterpretthesignificancelevel,power,typeI,andtypeIIerrorsofstatisticaltests.(Evaluate)2.Statisticalvs.practicalsignificanceDefine,compare,andinterpretstatisticalandpracticalsignificance.(Evaluate)3.SamplesizeCalculatesamplesizeforcommonhypothesistests:equalityofmeansandequalityofproportions.(Apply)4.PointandintervalestimatesDefineanddistinguishbetweenconfidenceandpredictionintervals.Defineandinterprettheefficiencyandbiasofestimators.Calculatetoleranceandconfidenceintervals.(Evaluate)5.Testsformeans,variances,andproportionsUseandinterprettheresultsofhypothesistestsformeans,variances,andproportions.(Evaluate)6.Analysisofvariance(ANOVA)Select,calculate,andinterprettheresultsofANOVAs.(Evaluate)7.Goodness-of-fit(chisquare)testsDefine,select,andinterprettheresultsofthesetests.(Evaluate)8.ContingencytablesSelect,develop,andusecontingencytablestodeterminestatisticalsignificance.(Evaluate)9.Non-parametrictestsUnderstandtheimportanceoftheKruskal-WallisandMann-Whitneytestsandwhentheyshouldbeused.(Understand)C.Failuremodeandeffectsanalysis(FMEA)DescribethepurposeandelementsofFMEA,includingriskprioritynumber(RPN),andevaluateFMEAresultsforprocesses,products,andservices.DistinguishbetweendesignFMEA(DFMEA)andprocessFMEA(PFMEA),andinterprettheirresults.(Evaluate)D.Additionalanalysismethods1.GapanalysisAnalyzescenariostoidentifyperformancegaps,andcomparecurrentandfuturestatesusingpredefinedmetrics.(Analyze)2.RootcauseanalysisDefineanddescribethepurposeofrootcauseanalysis,recognizetheissuesinvolvedinidentifyingarootcause,andusevarioustools(e.g.,5whys,Paretocharts,faulttreeanalysis,causeandeffectdiagrams)toresolvechronicproblems.(Analyze)3.WasteanalysisIdentifyandinterpretthesevenclassicwastes(overproduction,inventory,defects,over-processing,waiting,motion,transportation)andresourceunder-utilization.(Analyze)VII.Improve(21Questions)A.Designofexperiments(DOE)1.TerminologyDefinebasicDOEterms,e.g.,independentanddependentvariables,factorsandlevels,response,treatment,error,nested.(Understand)2.DesignprinciplesDefineandapplyDOEprinciples,e.g.,power,samplesize,balance,repetition,replication,order,efficiency,randomization,blocking,interaction,confounding,resolution.(Apply)3.PlanningexperimentsPlanandevaluateDOEsbydeterminingtheobjective,selectingappropriatefactors,responses,andmeasurementmethods,andchoosingtheappropriatedesign.(Evaluate)4.One-factorexperimentsDesignandconductcompletelyrandomized,randomizedblock,andLatinsquaredesigns,andevaluatetheirresults.(Evaluate)5.Two-levelfractionalfactorialexperimentsDesign,analyze,andinterpretthesetypesofexperiments,anddescribehowconfoundingcanaffecttheiruse.(Evaluate)6.FullfactorialexperimentsDesign,conduct,andanalyzethesetypesofexperiments.(Evaluate)B.Leanmethods1.WasteeliminationSelectandapplytoolsandtechniquesforeliminatingorpreventingwaste,e.g.,pullsystems,kanban,5S,standardwork,poka-yoke.(Analyze)2.Cycle-timereductionUsevarioustoolsandtechniquesforreducingcycletime,e.g.,continuousflow,single-minuteexchangeofdie(SMED),heijunka(productionleveling).(Analyze)3.KaizenDefineanddistinguishbetweenkaizenandkaizenblitzanddescribewhentouseeachmethod.(Apply)4.OtherimprovementtoolsandtechniquesIdentifyanddescribehowotherprocessimprovementmethodologiesareused,e.g.,theoryofconstraints(TOC),overallequipmenteffectiveness(OEE).(Understand)C.ImplementationDevelopplansforimplementingproposedimprovements,includingconductingpilottestsorsimulations,andevaluateresultstoselecttheoptimumsolution.(Evaluate)VIII.Control(15Questions)A.Statisticalprocesscontrol(SPC)1.ObjectivesExplaintheobjectivesofSPC,includingmonitoringandcontrollingprocessperformance,trackingtrends,runs,andreducingvariationwithinaprocess.(Understand)2.SelectionofvariablesIdentifyandselectcriticalprocesscharacteristicsforcontrolchartmonitoring.(Apply)3.RationalsubgroupingDefineandapplytheprincipleofrationalsubgrouping.(Apply)4.ControlchartselectionX?,individualandmovingrangeSelectandusecontrolchartsinvarioussituations:RX?,s(ImR),p,np,c,u,short-runSPC,andmovingaverage.(Apply)5.ControlchartanalysisInterpretcontrolchartsanddistinguishbetweencommonandspecialcausesusingrulesfordeterminingstatisticalcontrol.(Analyze)B.Othercontrols1.Totalproductivemaintenance(TPM)DefinetheelementsofTPManddescribehowitcanbeusedtoconsistentlycontroltheimprovedprocess.(Understand)2.VisualcontrolsDefinetheelementsofvisualcontrols(e.g.,picturesofcorrectprocedures,color-codedcomponents,indicatorlights),anddescribehowtheycanhelpcontroltheimprovedprocess.(Understand)C.Maintaincontrols1.MeasurementsystemreanalysisReviewandevaluatemeasurementsystemcapabilityasprocesscapabilityimproves,andensurethatmeasurementcapabilityissufficientforitsintendeduse.(Evaluate)2.ControlplanDevelopacontrolplantomaintaintheimprovedprocessperformance,enablecontinuousimprovement,andtransferresponsibilityfromtheprojectteamtotheprocessowner.(Apply)D.Sustainimprovements1.LessonslearnedDocumentthelessonslearnedfromallphasesofaprojectandidentifyhowimprovementscanbereplicatedandappliedtootherprocessesintheorganization.(Apply)2.DocumentationDevelopormodifydocumentsincludingstandardoperatingprocedures(SOPs),workinstructions,andcontrolplanstoensurethattheimprovementsaresustainedovertime.(Apply)3.Trainingforprocessownersan