SPM Chapter 8

Quality planning implies the ability to anticipate situations and prepare actions that bring about the desired outcome.

True

Testing needs to be done during almost every phase of the systems development life cycle.

True

The majority of people in the United States use the Internet.

True

Understanding which variables affect outcome is a very important part of quality planning.

True

____ is an independent test performed by end users prior to accepting the delivered system. a. Integration testing c. User acceptance testing b. Unit testing d. System testing

User acceptance testing

A ____ is a graphic display of data that illustrates the results of a process over time. a. statistical sampling chart c. Six Sigma chart b. Pareto chart d. control chart

control chart

____________________ is a quality planning technique that helps identify which variables have the most influence on the overall outcome of a process.

Design of experiments

To obtain valid statistics, it is important to study every member of a population.

False

When an information system does not function correctly, it is generally a slight inconvenience.

False

____ are the system's special characteristics that appeal to users. a. Features c. Properties b. System outputs d. Functions

Features

____________________ means a product can be used as it was intended.

Fitness for use

In any normal distribution, ____ percent of the population is within three standard deviations of the mean. a. 95.5 c. 99.7 b. 99.0 d. 99.9

99.7

____determine(s) if the products or services produced as part of the project will be accepted or rejected. a. Process adjustments c. Acceptance decisions b. Rework d. Auditing

Acceptance decisions

____ is the cost of evaluating processes and their outputs to ensure that a project is error-free or within an acceptable error range. a. Prevention cost c. Internal failure cost b. Appraisal cost d. External failure cost

Appraisal cost

____ 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. Design of experiments c. Testing b. Quality auditing d. Benchmarking

Benchmarking

____ helps integrate traditionally separate organizational functions, set process improvement goals and priorities, provide guidance for quality processes, and provide a point of reference for appraising current processes. a. SQFD c. SQMMI b. CMM d. CMMI

CMMI COMPLETION

____________________ diagrams trace complaints about quality problems back to the responsible production operations.

Cause-and-effect - Fishbone - Ishikawa

____ means the project's processes and products meet written specifications. a. Conformance to requirements c. Quality conformance b. Fitness for use d. Documentation matching

Conformance to requirements

____ wrote Quality Is Free in 1979 and is best known for suggesting that organizations strive for zero defects. a. Juran c. Crosby b. Ishikawa d. Deming

Crosby

Most information technology products can reach 100 percent reliability.

False

Only in-house auditors can perform quality audits.

False

Organizational policies related to quality, the particular project's scope statement and product descriptions, and related standards and regulations are all important input to the quality assurance process.

False

____ addresses how well a product or service performs the customer's intended use. a. Reliability c. Maintainability b. Performance d. Functionality

Performance

____ involves periodically evaluating overall project performance to ensure that the project will satisfy the relevant quality standards. a. Performing quality assurance c. Checking quality b. Performing quality control d. Planning quality

Performing quality assurance

Minimizing defects does not matter if an organization is making a product that no one wants to buy.

True

Modern quality management requires customer satisfaction, prefers prevention to inspection, and recognizes management responsibility for quality.

True

Top management and ____________________ can have the greatest impact on the quality of projects by doing a good job of quality assurance.

project managers

The purpose of ____________________ is to ensure that the project will satisfy the needs for which it was undertaken.

project quality management - quality management

The International Organization for Standardization (ISO) defines ____________________ as "the totality of characteristics of an entity that bear on its ability to satisfy stated or implied needs."

quality

Performing ____________________ involves periodically evaluating overall project performance to ensure that the project will satisfy the relevant quality standards.

quality assurance

In TQC, product quality is less important than production rates, and workers are not allowed to stop production whenever a quality problem occurs.

False

In a Pareto chart, the variables described by the histogram are ordered chronologically.

False

Integration testing replaces the other forms of testing with a single comprehensive test.

False

____ correct(s) or prevent(s) further quality problems based on quality control measurements. a. Process adjustments c. Acceptance decisions b. Rework d. Auditing

Process adjustments

____________________ are groups of non-supervisors 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

____ is the ability of a product or service to perform as expected under normal conditions. a. Reliability c. Maintainability b. Performance d. Functionality

Reliability

Sample size = 0.25 * (____________________/acceptable error)2

certainty factor

Continuous quality improvement is not a goal of quality assurance.

False

Control charts are one tool used in the analyze phase of the DMAIC process.

False

The quality planning process involves taking responsibility for quality throughout the project's life cycle.

False

The term sigma means median.

False

If products are accepted, they are considered to be validated deliverables.

True

Juran's final step to quality improvement is ____. a. organize to reach the goals (establish a quality council, identify problems, select projects, appoint teams, designate facilitators) b. keep score c. report progress d. maintain momentum by making annual improvement part of the regular systems and processes of the company

maintain momentum by making annual improvement part of the regular systems and processes of the company

A certainty factor of 1.960 is used for ____ percent desired certainty. a. 75 c. 96 b. 95 d. 99

95

Quality is a lower priority than project scope, time, and cost.

False

Six Sigma's target for perfection is the achievement of no more than ____ defects, errors, or mistakes per million opportunities. a. 1.34 c. 34 b. 3.4 d. 340

3.4

Project managers are ultimately responsible for quality management on their projects.

True

Projects that use Six Sigma principles for quality control normally follow a five-phase improvement process called ____________________.

DMAIC

One of ____ 14 Points for Management states that an organization should cease dependence on inspection to achieve quality. a. Deming's c. Crosby's b. Juran's d. Ishikawa's

Deming's

____ is a cost that relates to all errors not detected and not corrected before delivery to the customer. a. Prevention cost c. Internal failure cost b. Appraisal cost d. External failure cost

External failure cost

All of the Six Sigma principles are brand new.

False

DeMarco and Lister found direct correlations between productivity and programming language, years of experience, and salary.

False

Design of experiments cannot be applied to project management issues such as cost and schedule trade-offs.

False

____ is the degree to which a system performs its intended function. a. Reliability c. Maintainability b. Performance d. Functionality

Functionality

____, a quality system standard developed by the ISO, is a three-part, continuous cycle of planning, controlling, and documenting quality in an organization. a. IEEE 15504 c. IEEE 9000 b. ISO 9000 d. ISO 15504

ISO 9000

____________________ often perform quality audits by helping to design specific quality metrics for a project and then applying and analyzing the metrics throughout the project.

Industrial engineers

One of ____ ten steps states that an organization should build awareness of the need and opportunity for improvement. a. Deming's c. Juran's b. Crosby's d. Ishikawa's

Juran's

____ addresses the ease of performing maintenance on a product. a. Reliability c. Maintainability b. Performance d. Functionality

Maintainability

A(n) ____________________ is a histogram that can help you identify and prioritize problem areas.

Pareto chart - Pareto diagram

____ involves monitoring specific project results to ensure that they comply with the relevant quality standards while identifying ways to improve overall quality. a. Performing quality assurance c. Checking quality b. Performing quality control d. Planning quality

Performing quality control

____ includes identifying which quality standards are relevant to the project and how to satisfy those standards. a. Performing quality assurance c. Checking quality b. Performing quality control d. Planning quality

Planning quality

____ is action taken to bring rejected items into compliance with product requirements or specifications or other stakeholder expectations. a. A process adjustment c. An acceptance decision b. Rework d. Auditing

Rework

____________________ often results in requested changes and validated defect repair, resulting from recommended defect repair or corrective or preventive actions.

Rework

____________________ design methods focus on eliminating defects by substituting scientific inquiry for trial-and-error methods.

Robust

The ____________________ model focuses on defining user requirements and planning software projects.

SQFD - Software Quality Function Deployment - Software Quality Function Deployment (SQFD)

____________________ is a measure of quality control equal to 1 fault in 1 million opportunities.

Six 9s of quality

____ is a comprehensive and flexible system for achieving, sustaining and maximizing business success. a. Statistical sampling c. Six Sigma b. Pareto analysis d. Quality control charting

Six Sigma

____________________ measures how much variation exists in a distribution of data.

Standard deviation

____ involves choosing part of a population of interest for inspection. a. Statistical sampling c. Six Sigma b. Pareto analysis d. Quality control charting

Statistical sampling

____________________ are the screens and reports the system generates.

System outputs

Expectations can vary based on an organization's culture or geographic region.

True

ISO 9000 provides minimum requirements needed for an organization to meet its quality certification standards.

True

It is important to clarify what functions and features the system must perform, and what functions and features are optional.

True

Many quality experts believe the main cause of quality problems is the lack of leadership.

True

An important tool used in the ____ phase of the DMAIC process is the fishbone or Ishikawa diagram. a. define c. analyze b. measure d. improve

analyze

A(n) ____ is any instance where the product or service fails to meet customer requirements. a. defect c. error b. failure d. recall

defect

Important tools used in the ____ phase of the DMAIC process include a project charter, a description of customer requirements, process maps, and Voice of the Customer (VOC) data. a. define c. analyze b. measure d. improve

define

It took only ____ years for 50 million people to use the Internet compared to 25 years for 50 million people to use telephones. a. three c. seven b. five d. nine

five

Examples of common ____________________ include failure rates of products produced, availability of goods and services, and customer satisfaction ratings.

metrics

A ____ is a bell-shaped curve that is symmetrical regarding the average value of the population (the data being analyzed). a. skewed distribution c. polynomial distribution b. normal distribution d. symmetrical distribution

normal distribution

A(n) ____________________ is a structured review of specific quality management activities that help identify lessons learned that could improve performance on current or future projects.

quality audit

Performing _________________________ involves monitoring specific project results to ensure that they comply with the relevant quality standards while identifying ways to improve overall quality.

quality control

The ____ process is often associated with the technical tools and techniques of quality management, such as Pareto charts, quality control charts, and statistical sampling. a. quality planning c. quality assurance b. quality certification d. quality control

quality control

The main outputs of ____ are a quality management plan, quality metrics, quality checklists, a process improvement plan, and project document updates. a. quality control c. quality assurance b. quality planning d. quality certification

quality planning

The ____ states that if seven data points in a row are all below the mean, above the mean, or are all increasing or decreasing, then the process needs to be examined for non-random problems. a. ten run rule c. seven run rule b. six 9s of quality rule d. Six Sigma rule

seven run rule

Watts S. Humphrey defines a(n) ____________________ as anything that must be changed before delivery of the program.

software defect

Project quality management involves ____ main processes. a. two c. four b. three d. five

three

A(n) ____ is done to test each individual component (often a program) to ensure that it is as defect-free as possible. a. integration test c. user acceptance test b. unit test d. system test

unit test

Standard deviation and ____________________ are fundamental concepts for understanding quality control charts.

variability

The ____________________ represents the number of units handled correctly through the process steps.

yield

____ help(s) you identify the vital few contributors that account for most quality problems in a system. a. Statistical sampling c. Six Sigma b. Pareto charts d. Quality control charts

Pareto charts

Most people simply accept poor quality from many information technology products.

True

Using Six Sigma principles is an organization-wide commitment.

True

The ____________________ means taking responsibility for failures or not meeting quality expectations.

cost of nonconformance

The ____ ultimately decides if quality is acceptable. a. project team c. project manager b. CEO d. customer

customer