CCBB Book Content

Certified Six Sigma Black Belt (CSSBB) Body of Knowledge (BOK)
4. Team leadership models

Describe and select appropriate leadership approaches (e.g., direct, coach, support, delegate) to
ensure team success. (Apply)
C. Team dynamics
1. Group behaviors
Identify and use various conflict resolution techniques (e.g., coaching, mentoring, intervention)
to overcome negative group dynamics, including dominant and reluctant participants,
groupthink, rushing to finish, and digressions. (Evaluate)
2. Meeting management
Select and use various meeting management techniques, including using agendas, starting on
time, requiring pre-work by attendees, and ensuring that the right people and resources are
available. (Apply)
3. Team decision-making methods
Define, select, and use various tools (e.g., consensus, nominal group technique, multi-voting)
for decision-making. (Apply)
D. Team training
1. Needs assessment
Identify the steps involved to implement an effective training curriculum: identify skills gaps,
develop learning objectives, prepare a training plan, and develop training materials.
(Understand)
2. Delivery
Describe various techniques used to deliver effective training, including adult learning theory,
soft skills, and modes of learning. (Understand)
3. Evaluation
Describe various techniques to evaluate training, including evaluation planning, feedback
surveys, pre-training and post-training testing. (Understand)
IV. Define (20 questions)
A. Voice of the customer
1. Customer identification
Identify and segment customers and show how a project will impact both internal and external
customers. (Apply)
2. Customer data collection
Identify and select appropriate data collection methods (e.g., surveys, focus groups, interviews,
observations) to gather voice of the customer data. Ensure the data collection methods used are
reviewed for validity and reliability. (Analyze)
3. Customer requirements
Define, select, and apply appropriate tools to determine customer needs and requirements,
including critical-to-X (CTX when ‘X’ can be quality, cost, safety, etc.), CTQ tree, quality
function deployment (QFD), supplier, input, process, output, customer (SIPOC) and Kano
model. (Analyze)
B. Business case and project charter
1. Business case
Describe business case justification used to support projects. (Understand)
3 2015 CSSBB BOK.docx

Certified Six Sigma Black Belt (CSSBB) Body of Knowledge (BOK)
2. Problem statement
Develop a project problem statement and evaluate it in relation to baseline performance and
improvement goals. (Evaluate)
3. Project scope
Develop and review project boundaries to ensure that the project has value to the customer.
(Analyze)
4. Goals and objectives
Identify SMART (specific, measureable, actionable, relevant and time bound) goals and
objectives on the basis of the project’s problem statement and scope. (Analyze)
5. Project performance measurements
Identify and evaluate performance measurements (e.g., cost, revenue, delivery, schedule,
customer satisfaction) that connect critical elements of the process to key outputs. (Analyze)
6. Project charter review
Explain the importance of having periodic project charter reviews with stakeholders.
(Understand)
C. Project management (PM) tools
Identify and use the following PM tools to track projects and document their progress. (Evaluate)
1. Gantt charts
2. Toll-gate reviews
3. Work breakdown structure (WBS)
4. RACI model (responsible, accountable, consulted and informed)
D. Analytical tools
Identify and use the following analytical tools throughout the DMAIC cycle. (Apply)
1. Affinity diagrams
2. Tree diagrams
3. Matrix diagrams
4. Prioritization matrices
5. Activity network diagrams
V. Measure (25 Questions)
A. Process characteristics
1. Process flow metrics
Identify and use process flow metrics (e.g., work in progress (WIP), work in queue (WIQ),
touch time, takt time, cycle time, throughput) to determine constraints. Describe the impact that
“hidden factories” can have on process flow metrics. (Analyze)
2. Process analysis tools
Select, use and evaluate various tools, e.g., value stream maps, process maps, work
instructions, flowcharts, spaghetti diagrams, circle diagrams, gemba walk. (Evaluate)
B. Data collection
1. Types of data
Define, classify, and distinguish between qualitative and quantitative data, and continuous and
discrete data. (Evaluate)
2. Measurement scales
Define and use nominal, ordinal, interval, and ratio measurement scales. (Apply)
4 2015 CSSBB BOK.docx

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Certified Six Sigma Black Belt (CSSBB) Body of Knowledge (BOK)

4. Team leadership models

3 2015 CSSBB BOK.docx

4 2015 CSSBB BOK.docx

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