Customers: To customers the only defect that they would actually consider is whether they have received a fair exam which they had to opportunity to study all of its contexts. To a customer if a question was on an exam and that information was not in the study guide then that would be a defect to them. Therefore to measure the defect rate on an exam in the eyes of the customer I am measuring the fairness of each question and whether it appears on the study guide or not. The Sigma Score was calculated given that the test is 100 questions long and there is one opportunity for defects for each question.

Process: While measuring the process there are many things to consider the question a defect or not, after running a FMEA the main defects I found were relevance to body of knowledge, accuracy of the question, whether the question topic is on the study guide, whether the question is too easy or too hard, and whether the question was worded in a confusing way. Since we are looking at the process it is important to keep in mind that all parts of each question is important including each answer choice and how it improves or weakens the question. For this session I am using a test bank of 200 questions with each questions having 4 answer choices that could also be defects for a total possible opportunity of defect of 1000. Because there are more opportunities for defects in the process stage it often has a lower sigma score and is the easier thing to fix, although customer processes are more important for financial purposes.