Quality and Innovation

I very recently took my ASQ CSSBB exam and passed! Here’s what I think helped me:

1. I studied for about 4 weeks (2 weeks very gently, 1 week much-more-work-because-the-exam-is-getting-closer, and 1 week of panicked, freaked out all nighters) using these great references that I wrote up tons of comments about.

2. I took about 10 pages of really good, concise notes. (I’ll share those with you sometime before the end of the year… want to write them up for public consumption.)

3. I brought about 15 super sharp #2 pencils just in case 14 of them broke. I made sure all the pencils actually SAID #2 on them, so the Scantron machine wouldn’t fail me.

4. I brought my SMART RULER. I’ve had this ruler since the late 1980′s, and every time I’ve taken a tough test, I’ve had my smart ruler with me in case I need to underline anything, or draw dividers between notes. I usually never have to USE the ruler. Usually, its presence is enough to make me do better on any exam.

5. They (the people who say such things) say that peppermint makes you smarter. So I got a new pack of Orbit peppermint gum and chewed it like I had obsessive compulsive disorder for all four hours. (Afterwards I found out that the peppermint thing isn’t really backed up by research, but I didn’t know that going into the exam, so I believed that the peppermint would make my brain work better, and that belief probably helped me out. Got to stack the deck in my favor… didn’t want those 4 weeks of studying NOT to pay off.)

6. When I wasn’t chewing gum, I was nibbling on a Reese’s peanut butter bar. Best 300 calorie investment ever made… the protein made my stomach stop growling so it wouldn’t bother the other test takers.

7. I also brought a couple very cold Diet Cokes, to wash down the peanut butter and the gum taste.

8. To appropriately address my superstitious nature, I wore my Ganesh necklace. In Hindu parlance, Ganesh helps break through obstacles, and I figured the exam that stood between me and CSSBB-hood was definitely an obstacle I wanted broken. (Hey, whatever works, right??)

Nicole

(Or more appropriately maybe… how I did it, and what I wish someone had blogged about before I sat for the exam! This is the chronicle of my CSSBB experience.)

I just took my ASQ Six Sigma Black Belt (CSSBB) exam… and PASSED! On the FIRST TRY!! (My reaction upon hearing the news was… “I am a statistics NINJA!!!” A very academic friend corrected me, and said no – not quite – the CSSBB is more like a learner’s permit for a PhD in statistics. OK, that’s cool too.)

My intent in this post is to share with you what I believe helped me get through this very daunting 150-question, 4-hour, heavy-on-the-math multiple choice exam. (Relevant superstitions and helpful snacks are described elsewhere.) This was a particular achievement for me, because although I had been doing small scale Six Sigma projects for several years, I originally intended to take the exam in the fall of 2008… and just didn’t get around to it. I had, at that time, recently completed a couple of doctoral level statistics courses and so I felt super powerfully capable at the time. But what inevitably happens is that as the days go by, and you don’t use the knowledge for practical problem solving, you get rusty and you forget.

Fast forward three years, to the fall of 2011.

When I took the plunge and signed up for one of the most recent offerings of the exam, I knew I had a lot of ground to re-cover before sitting to take the test. I knew I’d have to order some books or flashcards and spend a lot of quality time with them. I knew I’d have to refresh my memory on the nooks and crannies of all those statistical tests, especially the ones that are most frequently used in manufacturing situations. So my first step was to search Google to see if anyone had posted their personal experiences studying for – and hopefully succeeding with – the ASQ CSSBB exam.

I wanted to know: What resources helped? What resources didn’t help? What books were the most useful references to you as you were studying? Are the flashcards useful? I searched and searched all over the web, but couldn’t find any useful advice. I used search terms like “cssbb advice,” “how I passed my Six Sigma Black Belt exam,” “best resources for the Six Sigma Black Belt exam” and “best study guides for the Six Sigma Black Belt exam.” No luck. Everything led me back to companies trying to sell their training sessions. I didn’t want a training session… I wanted practical, free advice from someone who had been in my shoes not too much earlier than me.

So here it is! Feel free to post some comments if any of this advice is helpful, or if you want to add information about what you found useful when you were studying. (Remember, personal experiences with CSSBB prep are hard to find on the web, so anything you contribute is bound to be helpful to people who are actively preparing to be certified.)

#1 CSSBB Primer from the Quality Council of Indiana – http://www.qualitycouncil.com/cssbb_p.asp

BEST. Book. Ever. I ordered the CSSBB Primer as well as the CD with the practice exam questions, and although I was daunted by the sheer heft of the book, the large fonts make this reference a pleasure to get to know. It feels like someone is giving you all the essential knowledge you need for the exam, along with a cookie, a glass of milk, a hug, and a heartfelt “you can do it!!”

I read through the entire book, underlined definitions or phrases that I thought were important, and used post-it notes to tab topics that I thought I’d want easy access to during the exam.

Do ALL the questions in the blue part of the CSSBB Primer. It will take time… for me, it took about 3 weeks, working on about 10 to 20 questions a day. Understand not only what the right answer is for each question, but also WHY THE OTHER OPTIONS ARE WRONG. You won’t be able to take any of the blue pages into the exam with you, so make sure you take notes about the key facts, formulas, or techniques when you have “a-ha” moments doing the practice problems. YOU WILL NOT REGRET IT.

The real ASQ CSSBB exam is actually EASIER than the questions in the CSSBB Primer, but the question styles and formats are very similar. The reason that the real exam is easier is that there are a lot of questions in the Primer where at least two of the multiple choice options will tempt you into believing that they are both correct. The multiple choice options on the real exam seem to be much more distinct – that is, you’ll have an easier time distinguishing why the wrong ones are wrong.

I think the number one reason that I passed the exam was because of the time I spent on the practice exam questions in the CSSBB Primer. The practice questions on the CD were useful too, but I think the ones in the book were the most useful.

#2  The Certified Six Sigma Black Belt Handbook, Second Edition by Kubiak & Benbow

This is the second book I took with me into the CSSBB exam.

This book has mixed reviews on Amazon because apparently the book made it into print with a bunch of calculation errors in it. I didn’t lean on the calculations in this book, though, because I had the CSSBB Primer for that – and as a result, I thought this book was a great reference. Some of the concepts aren’t covered in enough depth, e.g. TPM, but there were several problems on the real exam that I wanted to double check in the references before I shaded that scantron circle with my #2… and this was the book that helped out the most in that regard.

#3  An Introduction to Statistical Methods and Data Analysis by Ott & Longnecker

This was the third book I took with me into the CSSBB exam, and I think I needed it for 3 questions, 2 of which had to do with arcane aspects of DOE. However, it’s also the book that helped me get all my hypothesis testing straight, AND understand the assumptions for all of those tests.

I also LOVE LOVE LOVE this book, and think it should be a required book on the bookshelf of every Six Sigma aficionado out there.  I was first introduced to this awesome, awesome book as a student in STAT 451 at Penn State… an upper level applied stats class (which I believe is now STAT 460). In addition to providing great explanations of the concepts, Ott presents every statistical test as a recipe… what assumptions to check, how to set up the null and alternative hypotheses, how to calculate the test statistic, and how to interpret the calculated and critical values of the test statistic depending upon what alternative hypothesis you selected.

I have a hard time trying to remember whether your calculated test statistic has to be greater than or less than the critical value that you look up in a table… and this is the reference that helped me keep all those important details straight.

This book is expensive, but it’s worth it. If you can find an earlier version, these are usually much more affordable and JUST AS GOOD. Thank you, R. Lyman Ott, for making me love statistics, want to use statistical tests all the time, and want to teach college students how to do it too. You have been one of the most influential people in my life.

#4 Six Sigma for the Next Millennium: A CSSBB Guidebook by Kim Pries

I really tried to like this book, but it’s big, heavy, and there is a lot of whitespace on many of the pages (very unlike the CSSBB Primer). The amount of information per pound is relatively low. HOWEVER, I like the way it consolidates notes by topic with one topic per page. For example, there is one page with Deming’s 14 points. There’s one great page on Project Scope and another great page on Scope Containment Ideas. I’m definitely going to use some of the one-sheeters for teaching my statistics and quality classes.

Unfortunately, the book just didn’t help me as I was studying for the certification exam.

#5 The Six Sigma Handbook, Third Edition by Pyzdek & Keller

Great book but HARD TO FIND STUFF QUICKLY. I’d say read this before your exam instead of bedtime stories, take it with you when you lay on the beach, bring it to the coffee shop while you’re gently relaxing over synthesizing your Six Sigma knowledge into your blood and muscles. This is an excellent book for getting a deeper, more thoughtful understanding of Six Sigma related topics, but was not one I chose to bring into the exam with me.

#6 Statistics for Six Sigma Made Easy by Warren Brussee

This was the LEAST useful book to me for my exam prep (but it might just be as result of how my brain is wired). I find that whenever an author writes very conversationally, trying to simplify the concepts by writing long explanations of the topics (as if he or she were sitting there with you trying to explain them to you), it just confuses me. I need recipes, like what Ott provides in his book.

I can definitely see how this book might help you if you’re totally new to statistics, or if you’re starting off on the path to becoming a Six Sigma Green Belt, or if you just need someone to explain to you what in the world the meaning is behind these statistical tests.

However, IF YOU’RE CLOSE TO BECOMING A BLACK BELT, you should have a lot of this material under yours already. As a studying resource, Brussee’s book won’t be as useful to you.

Hope this helps! If you have any questions, please post them as comments below, and I will try to respond to all.

For the past few months, I’ve been working on an article to describe and define quality consciousness. Someone recently told me that there have been a lot of people asking about this concept lately (which I find really cool because as far as I know, I’m the only one actively studying it under this banner), and that I should blog about what quality consciousness is ahead of the publication. (That said, if you’re also researching quality consciousness, let me know in the comments section below! Let’s play with this idea together.)

So here’s a synopsis of the story of quality consciousness:

• The existential question that motivated this line of inquiry: If ISO 8402:1994 says that quality is the “totality of characteristics of an entity that bear upon its ability to satisfy stated and implied needs,” then what if that entity is YOU? What are the totality of characteristics of YOU that bear upon YOUR ABILITY to satisfy the stated and implied needs of your stakeholders?
• The term “quality consciousness” was first used, from what I can find, in a 1947 keynote by C.R. Sheaffer to the first convention of the American Society for Quality Control (ASQC), the predecessor to ASQ. To answer the question “what does top management expect from quality control [people and organizations]” he notes that a change in quality consciousness is expected. Attitudes must shift from an acceptance of what’s good enough to the constant pursuit of making things better. People must be able to take pride in their high-quality work. (from Borawski, 2006)
• Consciousness, according to the Random House dictionary, is 1) awareness of one’s own thoughts feelings, and surroundings, 2) the full activity and engagement of the senses, and 3) the thoughts and feelings of individuals and groups.
• Based on this definition, I believe that quality consciousness can be summed up by the “3 A’s” – Awareness, Alignment, and Attention. Quality consciousness implies awareness of yourself and the environment around you (including what constitutes quality and high performance for people, processes and products – most importantly, YOU). It also suggests that you must achieve alignment of your consciousness with the consciousness of the organization, which will aid in full activity and engagement of the senses. Your attention must be selectively focused onto what you can accomplish in the present moment according to that alignment (which implies that you are able to effectively filter the rapid and voluminous streams of information coming at you).
• From reviewing the literature, I find that there are four elements that contribute to developing awareness, finding alignment, and focusing attention. These are Action, Reflection, Interaction, and Education. I’ll go into more detail in the article on how these are all related.
• I think that quality consciousness is exactly what Deming was after… and that it’s the moral of the story of his 14 points. But whereas the unit of analysis for his 14 points was the organizational level, we need to internalize those points within ourselves. What if Deming’s 14 points were geared towards YOU developing your quality consciousness… what do you think he would have said differently?
• The absence of focus on developing a quality consciousness is, I believe, the distinguishing factor between companies that have implemented the Toyota Production System successfully (ie. Toyota) and companies that have implemented the Toyota Production System with limited results (e.g. pretty much everyone else).
• A personal path for developing quality consciousness might include asking yourself the following questions: What do YOU need to expand your awareness? To enhance your mood and affect so that you’re aware of the vast landscape of innovative potentials available to you (e.g. http://qualityandinnovation.com/2011/09/29/why-positive-psychology-is-essential-for-quality/)? What do YOU need to align yourself with your organization? What do YOU need to be able to focus your attention on the most productive thing you can do at any given moment – resulting in effortless action, optimal flow and productivity, and positive affect that will cycle back to expanding your awareness even more?

Borawski, P. (2006). The state of quality: 1947 and 2006. Journal for Quality and Participation, Winter 2006, p 19-24.

I’m happy to announce that I’m one of ASQ’s New Voices of Quality! All of us are listed in the 40 New Voices article in the November 2011 issue of Quality Progress.

Although the article only includes a little sound bite that describes my role in the quality profession, there was actually a much longer interview behind the scenes. I’m posting it here so you can get a better sense of what motivates and excites me about the field of quality, and where I think quality is headed over the next 25 years. Let me know what you think by posting comments or questions below – I’ll try to respond to all of them.

,

Nicole

* * * * * * * * * * *

Summarize your professional achievements and accomplishments. How do you use quality tools and concepts to make a difference?

After working as a software quality manager at a national lab for nearly a decade, I yearned to apply quality tools and methodologies to a wider variety of problems. I realized, by supervising many quality-focused summer student projects, how much I enjoyed sharing my enthusiasm for quality and continuous improvement with young people. So I decided to become a professor of quality! I returned to school for a Ph.D. in Technology Management from Indiana State (with a Quality Systems specialization).

I’m now an Assistant Professor in the Department of Integrated Science and Technology at James Madison University, where I teach statistics, industrial simulation, intelligent systems, and technology management. I introduce students who will work in many different fields to quality concepts, and get them excited about helping organizations solve real, practical improvement problems in their semester projects and thesis projects. We apply DMAIC to structure our problem-solving and storytelling, test hypotheses, use discrete-event simulation and system dynamics, and apply machine learning algorithms to solve quality problems.

I also help my students use quality tools to solve problems outside the classroom. For example, did you know that “5 Whys” can be used to troubleshoot – and fix – many relationship problems in college?

What do you see as your contributions to the community and your commitment to quality?

Since childhood I’ve instinctively and critically examined processes, products, relationships, and myself to find and act on opportunities for improvement. Like many ASQ members, I can’t help but be committed to quality – it’s in my blood!

As a result, I regularly contribute to my student community, local community, and ASQ. In addition to supervising student projects and theses, a colleague and I are working to launch a quality and process improvement minor/certificate at our university. It will prepare students for entry-level ASQ certifications and increase their marketability upon graduation. Locally, we’ve started a “quality without borders” program to broker service learning experiences that link organizations that have quality issues to students with a desire to help out. I started volunteering for ASQ in 2005. I served as a Regional Councilor (2006-2008) and Chair (2009-2011) of the Software Division, and have recently started to support university outreach for the Young Quality Professionals interest group.

I’ve also served as a Baldrige Examiner (2009 and 2010), for the National Science Foundation (NSF) as a quality management specialist (making funding recommendations for technology development and research infrastructure from $2M to $120M), and on the TAG for the ISO 26000 Standard for Social Responsibility.

How will quality evolve over the next 25 years?

I think the two major forces impacting quality will be the rapid pace of change (and accompanying expansion of information), and the changing nature of the workforce. First, as the volume of information about our customers, products and processes expands, advanced techniques for extracting insights from large amounts of data will become necessary territory for quality professionals. My term for this kind of data-intensive improvement is quality informatics. Second, the demarcation between higher education and the workforce will become less distinct over the next 25 years in response to pressures on higher education to deliver more value, strongly influencing the composition of the workforce. As a result, we will have to position our profession to support more hybridized learning opportunities. We will also have to learn how to be better learners as we make individual and collective learning a more integral part of the workplace, and cultivate a quality consciousness to help us adapt to the rapid pace of change in an agile way, both as individuals and organizations.

All the research and educational activities I’m involved in target these areas, especially the “quality without borders” initiative which will get students involved in quality improvement efforts as community service.

During that time, where will you fit in the quality professional and make a contribution?

My role is to educate and inspire as the workforce of the future evolves. I’ll continue teaching my students how to structure and solve quality-related problems for their companies and communities, and connecting them with opportunities to do quality-related community service. I want to inspire students from all different majors to understand and promote the value of quality in their fields, and spread the message of improvement!

I’m also doing research in quality consciousness and quality informatics. By adopting quality as a personal imperative (e.g. through mindfulness and agility), I’m exploring how a quality culture can emerge in organizations and in the classroom. As my contribution to quality informatics, I want to help make machine learning techniques more readily accessible to quality improvement professionals.

My most exciting goal, though, is to inspire the world beyond ASQ about the value of what we do through storytelling and fiction! My first book, Disconnected, covered how social media addiction can negatively impact quality of life (and what you can do to fix it). I’ve started a new statistics-related novel, called The Gypsy of Sigma, which will be published in late 2012.

And of course, I will stay involved with ASQ and continue volunteering!