Chapter 8

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

b. Performance

14. _____ 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. Prototyping b. Systems thinking c. Mind mapping d. Benchmarking

d. Benchmarking

35. _____ 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 b. MTBI c. OPM3 d. CMMI

d. CMMI

4. A _____ is a standard of measurement in quality management. a. milestone b. metric c. merge d. matrix

b. metric

19. _____ involves choosing part of a population of interest for inspection. a. Statistical sampling b. Conformance c. System testing d. Fitness for use

a. Statistical sampling

25. A(n) _____ is any instance where the product or service fails to meet customer requirements. a. defect b. yield c. deliverable d. variance

a. defect

22. 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 b. measure c. analyze d. improve

a. define

20. Six Sigma's target for perfection is the achievement of no more than _____ defects, errors, or mistakes per million opportunities. a. 1.34 b. 3.4 c. 34 d. 13.4

b. 3.4

33. _____ 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 b. Appraisal cost c. Internal failure cost d. External failure cost

b. Appraisal cost

3. Process improvement plan, quality metrics, and quality checklists are the outputs of the _____ process of project quality management. a. controlling quality b. planning quality management c. quality certification d. performing quality assurance

b. planning quality management

26. The _____ is a measure of quality control equal to 1 fault in 1 million opportunities problems. a. ISO 9000 b. six 9s of quality rule c. seven run rule d. Six Sigma rule

b. six 9s of quality rule

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

d. control chart

6. Performing quality assurance is a subprocess of the _____ process of project quality management. a. initiating b. closing c. monitoring and controlling d. executing

d. executing

5. 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 b. quality certification c. quality assurance d. quality control

d. quality control

1. _____ means the project's processes and products meet written specifications. a. Conformance to requirements b. Fitness for use c. Project feasibility d. Benchmarking

a. Conformance to requirements

21. Projects that use Six Sigma principles for quality control normally follow a five-phase improvement process called _____. a. DMAIC b. weighted scoring model c. configuration management d. use case modeling

a. DMAIC

8. _____ is a technique that helps identify which variables have the most influence on the overall outcome of a process. a. Design of experiments b. Backward pass c. Activity-on-arrow d. Crashing

a. Design of experiments

10. _____ are the system's special characteristics that appeal to users. a. Features b. Outputs c. Yields d. Metrics

a. Features

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

a. Process adjustments

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

a. Reliability

27. 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 b. unit test c. user acceptance test d. system test

b. unit test

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

c. Crosby

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

c. Maintainability

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

c. User acceptance testing

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

c. analyze

2. _____ means that a product can be used as it was intended. a. Conformance to requirements b. Fitness for use c. Critical chain schedulingd. Free slack

b. Fitness for use

32. _____, a quality system standard is a three-part, continuous cycle of planning, controlling, and documenting quality in an organization. a. Seven run rule b. ISO 9000 c. Six Sigma d. ASQ

b. ISO 9000

18. _____ help users to identify the vital few contributors that account for most quality problems in a system. a. Gantt charts b. Pareto charts c. Control charts d. Tracking Gantt charts

b. Pareto charts

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

b. Rework

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

b. normal distribution

30. One of Juran's ten steps to quality improvement states that: a. an organization should minimize top management involvement in the achievement of individual employee goals. b. an organization should entrust improvement to individual employees rather than appointing teams or facilitators. c. an organization should build awareness of the need and opportunity for improvement. d. an organization should avoid "keeping score" in order to achieve an overall atmosphere of quality improvement.

c. an organization should build awareness of the need and opportunity for improvement.

7. Validated changes and validated deliverables are the outputs of the _____ subprocess of project quality management. a. initiating b. closing c. monitoring and controlling d. executing

c. monitoring and controlling

29. Which of the following is one of Deming's 14 Points for Management? a. An organization should increase dependence on inspection to achieve quality. b. Award business based on price tag alone rather than on other considerations. c. Minimize total cost by working with multiple suppliers rather than a single supplier. d. Eliminate the annual rating or merit system.

d. Eliminate the annual rating or merit system.

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

d. External failure cost

9. _____ is the degree to which a system performs its intended function. a. Reliability b. Validity c. Maintainability d. Functionality

d. Functionality