1. Which question helps to define the Customers on a SIPOC map?

a. Who are the recipients of the goods and services of the process?

b. What are materials and information that go into the process?

c. What are the goods and services that come out of the process?

d. Who supplies the information and materials that go into a process?

2. A customer requirement from an online retail store is "timeliness of clothing delivery." Which of the following is most likely to be the specific measure of that requirement?

a. Delivery in 7 days or less

b. Free gift included with an order

c. 100% accuracy of clothing items ordered

d. 100% money back guarantee if not satisfied

3. Which project charter element describes what the project will include/will not include?

a. Business Case

b. Project Scope

c. Preliminary Plan

d. Goal Statement

4. What is the definition of the Voice of the Customer?

a. The requirements of the people who receive the goods and services of the process

b. The barriers to flow experienced by process participants

c. The results of the stakeholder analysis

d. The responses from the yearly employee survey