Project Management Chapter 8
A technique in which you repeatedly ask the question "Why?" to help peel away the layers of symptoms that can lead to the root cause of a problem
5 whys
A process improvement approach that provides organizations with the essential elements of effective processes
Capability Maturity Model Integration (CMMI)
A systematic, closed-loop process for continued improvement that is scientific and fact based
DMAIC (Define, Measure, Analyze, Improve, Control)
A quality system standard developed by the International Organization for Standardization (ISO) that includes a three-part, continuous cycle of planning, controlling, and documenting quality in an organization
ISO 9000
An award started in 1987 to recognize companies that have achieved a level of world-class competition through quality management
Malcolm Baldrige National Quality Award
c. maturity
PMI's OPM3 is an example of a ______ model or framework for helping organizations improve their processes and systems. a. benchmarking b. Six Sigma c. maturity d. quality
Identifying the vital few contributors that account for most quality problems in a system
Pareto analysis
A histogram that helps identify and prioritize problem areas
Pareto chart
Methods that focus on eliminating defects by substituting scientific inquiry for trial-and-error methods
Robust Design methods
A comprehensive and flexible system for achieving, sustaining, and maximizing business success that is uniquely driven by close understanding of customer needs, disciplined use of facts, data, and statistical analysis, and diligent attention to managing, improving, and reinventing business processes
Six Sigma
c. 3.4
Six Sigma's target for perfection is the achievement of no more than ______ defects, errors, or mistakes per million opportunities. a. 6 b. 9 c. 3.4 d. 1
A maturity model that focuses on defining user requirements and planning software projects
Software Quality Function Deployment (SQFD) model
d. improvement
What does the term kaizen mean? a. minimize waste b. maximize value c. do it right the first time d. improvement
a. unit testing, integration testing, system testing, user acceptance testing
What is the preferred order for performing testing on IT projects? a. unit testing, integration testing, system testing, user acceptance testing b. unit testing, system testing, integration testing, user acceptance testing c. unit testing, system testing, user acceptance testing, integration testing d. unit testing, integration testing, user acceptance testing, system testing
c. to ensure that the project will satisfy the needs for which it was undertaken
What is the purpose of project quality management? a. to produce the highest-quality products and services possible b. to ensure that appropriate quality standards are met c. to ensure that the project will satisfy the needs for which it was undertaken d. all of the above
b. a control chart
What tool can you use to determine whether a process is in control or out of control? a. a cause-and-effect diagram b. a control chart c. a run chart d. a control panel diagram
d. Benchmarking
______ generates ideas for quality improvements by comparing specific project practices or product characteristics to those of other projects or products within or outside the performing organization. a. Quality audits b. Design of experiments c. Six Sigma d. Benchmarking
a. Quality
______ is the degree to which a set of inherent characteristics fulfills requirements. a. Quality b. Conformance to requirements c. Fitness for use d. Reliability
Decisions that determine if the products or services produced as part of the project will be accepted or rejected
acceptance decisions
The cost of evaluating processes and their outputs to ensure that a project is error-free or within an acceptable error range
appraisal cost
A technique used to generate ideas for quality improvements by comparing specific project practices or product characteristics to those of other projects or products within or outside the performing organization
benchmarking
A diagram that traces complaints about quality problems back to the responsible production operations to help find the root cause; also known as a fishbone diagram or Ishikawa diagram
cause-and-effect diagram
A technique used to collect and analyze data; sometimes called a tally sheet or checklist
checksheet
Delivering products that meet requirements and fitness for use
conformance
Project processes and products that meet written specifications
conformance to requirements
A graphic display of data that illustrates the results of a process over time
control chart
Taking responsibility for failures or not meeting quality expectations
cost of nonconformance
The cost of conformance plus the cost of nonconformance
cost of quality
Any instance in which the product or service fails to meet customer requirements
defect
A quality technique that helps identify which variables have the most influence on the overall outcome of a process
design of experiments
A cost related to all errors that are not detected and corrected before delivery to the customer
external failure cost
A diagram that traces complaints about quality problems back to the responsible production operations to help find the root cause; also known as a cause-and-effect diagram or Ishikawa diagram
fishbone diagram
A product that can be used as it was intended
fitness for use
A graphic display of the logic and flow of processes that helps you analyze how problems occur and how processes can be improved
flowchart
The degree to which a system performs its intended function
functionality
A bar graph of a distribution of variables
histogram
Testing that occurs between unit and system testing to test functionally grouped components and ensure that a subset or subsets of the entire system work together
integration testing
A cost incurred to correct an identified defect before the customer receives the product
internal failure cost
An approach for improving quality that involves evaluating processes to maximize customer value while minimizing waste
lean
The ease of performing maintenance on a product
maintainability
A framework for helping organizations improve their processes and systems
maturity model
The average value of a population
mean
The capital cost of equipment used to perform prevention and appraisal activities
measurement and test equipment costs
A standard of measurement
metric
A bell-shaped curve that is symmetrical about the mean of the population
normal distribution
How well a product or service performs the customer's intended use
performance
The cost of planning and executing a project so that it is error-free or within an acceptable error range
prevention cost
Ensuring that a project will satisfy the needs for which it was undertaken
project quality management
The totality of characteristics of an entity that bear on its ability to satisfy stated or implied needs or the degree to which a set of inherent characteristics fulfill requirements
quality
Periodic evaluation of overall project performance to ensure that the project will satisfy the relevant quality standards
quality assurance
A structured review of specific quality management activities that helps identify lessons learned and that can improve performance on current or future projects
quality audit
Groups of nonsupervisors and work leaders in a single company department who volunteer to conduct group studies on how to improve the effectiveness of work in their department
quality circles
Monitoring specific project results to ensure that they comply with the relevant quality standards and identifying ways to improve overall quality
quality control
The ability of a product or service to perform as expected under normal conditions
reliability
Action taken to bring rejected items into compliance with product requirements, specifications, or other stakeholder expectations
rework
A chart that displays the history and pattern of variation of a process over time
run chart
A diagram that helps to show if there is a relationship between two variables; sometimes called XY charts
scatter diagram
A measure of quality control equal to 1 fault in 1 million opportunities
six 9s of quality
Anything that must be changed before delivery of the program
software defect
A measure of how much variation exists in a distribution of data
standard deviation
Choosing part of a population of interest for inspection
statistical sampling
The screens and reports the system generates
system outputs
Testing the entire system as one entity to ensure that it is working properly
system testing
A test of each individual component (often a program) to ensure that it is as defectfree as possible
unit test
An independent test performed by end users prior to accepting the delivered system
user acceptance testing
The number of units handled correctly through the development process
yield
A diagram that traces complaints about quality problems back to the responsible production operations to help find the root cause; also known as a cause-and-effect diagram or fishbone diagram
Ishikawa diagram
b. nonrandom
The seven run rule states that if seven data points in a row on a control chart are all below the mean, above the mean, or all increasing or decreasing, then the process needs to be examined for ______ problems. a. random b. nonrandom c. Six Sigma d. quality
b. Deming
______ is known for his work on quality control in Japan, and he developed the 14 Points for Management in his text Out of the Crisis. a. Juran b. Deming c. Crosby d. Ishikawa
The special characteristics that appeal to users
features
The Japanese word for improvement or change for the better; an approach used for continuously improving quality in organizations
kaizen
Adjustments made to correct or prevent further quality problems based on quality control measurements
process adjustments
If seven data points in a row on a quality control chart are all below the mean, above the mean, or are all increasing or decreasing, then the process needs to be examined for nonrandom problems
seven run rule