Free ICBB sample questions

Correct answer: Mann-Whitney U test

The Mann-Whitney U test (also known as the Wilcoxon rank-sum test) is the non-parametric equivalent of the two-sample t-test. It is used to compare two independent groups when the assumption of normality is not met. Since the data is non-normal and the two groups of agents are independent, the Mann-Whitney test is the correct choice to compare their median handle times.

Correct answers: It lacks a specific, measurable target.; It does not specify a completion date or timeframe.

The terms 'significantly improve' and 'enhance satisfaction' are vague and do not provide a clear, measurable target. A SMART goal would specify the metric (e.g., error rate) and the target improvement (e.g., reduce from 5% to 1%).

A key component of a SMART goal is being Time-bound. The statement provides no deadline or timeframe for achieving the improvement, making it difficult to manage and track progress.

Correct answer: False

A comprehensive Response Plan should include not only the immediate actions for the operator but also a clear escalation path. This includes who to notify (e.g., supervisor, engineer), under what conditions to escalate, and the responsibilities of each person in the chain of command to ensure the root cause is addressed and the process is brought back into a state of control.

Correct answer: A cross-functional flowchart (Swimlane Diagram)

A cross-functional flowchart, or swimlane diagram, is the ideal tool for this scenario. It visually depicts the process steps while clearly delineating which department or role is responsible for each action. This will effectively highlight the handoffs between physicians, nurses, pharmacists, and administrators, making it easier to identify delays, redundant steps, and communication breakdowns between the different functional areas.

Correct answer: 85% of the variation in the dependent variable (Y) is explained by the variation in the independent variable (X).

R-squared, also known as the coefficient of determination, measures the proportion of the variance in the dependent variable that is predictable from the independent variable(s). An R-squared of 0.85 means that 85% of the variability observed in the output (Y) can be attributed to the linear relationship with the input (X).

Correct answer: To create formal rules, procedures, and visual controls to maintain the first three steps.

The Standardize step is focused on developing the systems and procedures that ensure the gains from Sort, Set in Order, and Shine are maintained. This includes creating checklists, standard operating procedures (SOPs), visual aids (like shadow boards or floor markings), and assigning regular duties to prevent the workspace from reverting to its former disorganized state.

Correct answer: The process variation is acceptable, but the process mean is not centered between the specification limits.

Cp compares the specification width with the process spread and ignores where the process is located; Cpk also accounts for location. Minitab: 'If Cp and Cpk differ, then the process is not centered.' Cp = 1.67 means the specification width is about 10 standard deviations (1.67 x 6σ), so the spread is narrow enough to exceed the common 1.33 benchmark if the process were centered. Cpk = 0.95 means the mean is only about 2.85σ from the nearer limit, so the process is off-center and is already producing some output beyond that limit (about 0.2%). The variation is not too wide, the process is not centered, and its potential capability is high, not low.

Correct answer: Prioritize the failure modes, considering high RPNs and high Severity ratings, and then develop action plans.

Calculating the RPN is not the end of the FMEA process. Its purpose is to enable prioritization. The team must use the RPNs to rank the failure modes and identify the highest-risk items. Crucially, any failure mode with a high Severity rating should be given special attention, even if its RPN is not the absolute highest. After prioritization, the team's next step is to brainstorm and assign actions to reduce the risk associated with the top-priority items.

Correct answers: Adding a spell-check feature to a data entry form that flags potential errors before submission.; Designing a USB plug so it can only be inserted in the correct orientation.; Using a color-coded system for different sized wrenches to ensure the correct one is used for specific bolts.

A spell-check that flags errors before a form is submitted is a warning-type poka-yoke (mistake-proofing). It does not block the mistake, but it makes it obvious at once, so it is fixed before it becomes a defect.

A USB plug shaped to fit only one way is a prevention-type poka-yoke (mistake-proofing). The shape makes a wrong-way insertion physically impossible, so the error cannot happen.

Color-coding each wrench to its bolt size is a warning-type poka-yoke (mistake-proofing). The color makes the right wrench obvious at a glance, but it does not physically stop someone from picking the wrong one.

Correct answer: A fractional factorial design

A full factorial design with eight factors at two levels would require 2^8 = 256 runs, which is far beyond the budget. A fractional factorial design is specifically intended for screening a large number of factors with a smaller number of runs. An 8-factor, 16-run design is a common fractional factorial (specifically, a 2^(8-4) design) used to identify the 'vital few' main effects from the 'trivial many' factors, making it the most efficient and appropriate choice.