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Lean Six Sigma
Jun 2025 Examination
Q1. A growing FMCG (Fast-Moving Consumer Goods) company in India is experiencing delays and inefficiencies in its order fulfillment process. Many distribution managers have raised concerns that the current manual methods for processing orders are causing significant delays and errors. The Operations Director, aware of your Lean Six Sigma training, has appointed you as the project leader to analyze and improve the order fulfillment process. Currently, the company relies mainly on emails and phone calls for order processing and does not have an integrated IT system in place. Create a flowchart using a SIPOC diagram to map out the order fulfillment process, clearly explaining the various steps and decision tasks involved in a typical order processing scenario. Also differentiate verification and validation with examples relevant to process design in order fulfillment, and list techniques commonly used in validation activities for new process design. (10 Marks)
Q2. Imagine you work in an organization that operates a chain of quick-service restaurants. Choose a specific process in your organization—such as the order processing and food preparation process—and break it down into smaller activities. Identify and classify these activities into Non-Value Added (NVA), Business Value Added (BVA), and Value Added (VA) categories. Also considering that you are the project leader of a Six Sigma project aimed at improving the order processing and food preparation process. List and describe the responsibilities of team members at various Six Sigma belt levels—Master Black Belt (MBB), Black Belt (BB), Green Belt (GB), Yellow Belt (YB), and White Belt (WB)—as they contribute to this project. (10 Marks)
Q3A. Imagine yourself as a Six Sigma project leader for an online food delivery service in India. Your goal is to improve operational efficiency and enhance customer satisfaction by identifying and addressing potential issues. Develop a fishbone (Ishikawa) diagram to outline five potential issues encountered by online food delivery services that accept customer orders via their mobile app. (5 Marks)
Q3B. Imagine yourself as a Six Sigma project leader for an online food delivery service in India. Your goal is to improve operational efficiency and enhance customer satisfaction by identifying and addressing potential issues.Explain the sequential stages of Failure Mode and Effects Analysis (FMEA), providing illustrative examples for each step in the context of an online food delivery service. (5 Marks)
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