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