Chs. 8 & 9

_____ involves assigning the needed personnel to work on the project. a. Planning human resource management b. Developing the project team c. Acquiring the project team d. Managing the project team

Acquiring the project team

_____ 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

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

Benchmarking

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

_____ 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

CMMI

_____ 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 b. Fitness for use c. Project feasibility d. Benchmarking

Conformance to requirements

_____ 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

Crosby

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

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

DMAIC

_____ 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

Design of experiments

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

Design of experiments

_____ involves building individual and group skills to enhance project performance. a. Developing the human resource plan c. Acquiring the project team b. Developing the project team d. Managing the project team

Developing the project team

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

External failure cost

A RAM is used only to assign detailed work activities.

F

A responsibility assignment matrix (RAM) is a matrix that maps the work of the project as described in the OBS to the people responsible for performing the work as described in the WBS.

F

A run chart is a bar graph that depicts data points and their order of occurrence.

F

According to Covey, project managers must use a win/lose approach in making decisions.

F

According to Herzberg, hygiene factors such as larger salaries, more supervision, or a more attractive work environment would motivate workers to do more if present.

F

Assignment, budget, promotion, money, and penalty influence bases are automatically available to project managers as part of their position.

F

Customer requirements are an important aspect of the quality planning process.

F

DeMarco and Lister's study on organizations and productivity found direct correlations between productivity and programming language, years of experience, and salary.

F

Extrinsic motivation causes people to participate in an activity for their own enjoyment.

F

Gantt charts cannot be used to aid project quality management.

F

In the Social Styles Profile team building activity, drivers are reactive and people-oriented

F

Integration testing involves testing of each individual component to ensure that it is as defect-free as possible.

F

Legitimate power involves using personal knowledge and expertise to get people to change their behavior.

F

Managers who believe in Theory Y assume that workers dislike and avoid work if possible, so managers must use coercion, threats, and various control schemes to get workers to make adequate efforts to meet objectives.

F

Maslow suggests that each level of the hierarchy of needs is not necessarily a prerequisite for the levels above.

F

Microsoft Project 2010 does not lend itself to project human resource management.

F

Only in-house auditors can perform quality audits.

F

Project managers must try to avoid conflict at all costs as all conflict within groups is bad.

F

Reliability is the ability of a product or service to perform as expected under deviant conditions

F

Testing as a stage is important only at the end of an information technology product development

F

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

F

The forcing mode is one in which the project manager deemphasizes or avoids areas of differences and emphasizes areas of agreement.

F

The term sigma means median

F

Validated changes and validated deliverables are the outputs of the quality assurance process.

F

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

Features

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

Fitness for use

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

Functionality

_____, 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

ISO 9000

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

Maintainability

_____ involves tracking team member performance, motivating team members, providing timely feedback, resolving issues and conflicts, and coordinating changes to help enhance project performance. a. Developing the human resource plan c. Acquiring the project team b. Developing the project team d. Managing the project team

Managing the project team

_____ 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

Pareto charts

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

Performance

_____ correct or prevent further quality problems based on quality control measurements.

Process adjustments

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

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.

Reliability

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

Reliability

_____ 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

Rework

Genichi Taguchi's _____ methods focus on eliminating defects by substituting scientific inquiry for trial-and-error methods.

Robust Design

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

Six 9s of quality Six nines of quality

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

Software Quality Function Deployment (SQFD)

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

Standard deviation

_____ involves choosing part of a population of interest for inspection.

Statistical sampling

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

Statistical sampling

_____ are the screens and reports the system generates.

System outputs

A staffing management plan describes when and how people will be added to and taken off the project team.

T

In TQC, product quality is more important than production rates, and workers are allowed to stop production whenever a quality problem occurs.

T

In the Tuckman model, storming occurs when team members have different opinions for how the team should operate.

T

Maslow's hierarchy of needs states that people's behaviors are guided or motivated by a sequence of needs.

T

People who need institutional power or social power want to organize others to further the goals of the organization.

T

Products that are accepted by project stakeholders are considered to be validated deliverables

T

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

T

Resource leveling results in fewer problems for project personnel and accounting departments.

T

Thamhain and Wilemon found that when project managers used work challenge and expertise to influence people, projects were more likely to succeed.

T

The Six Sigma approach works best for a project where a quality problem is identified between the current and desired performance.

T

The first dimension of psychological type in the MBTI signifies whether people draw their energy from other people (extroverts) or from inside themselves (introverts).

T

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

T

Using Six Sigma principles is an organization-wide commitment and all employees must embrace its principles.

T

____ 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

User acceptance testing

Key outputs of _____ process are project staff assignments, resource calendars, and project management plan updates. a. managing the project team b. acquiring the project team c. developing the project team d. planning the human resource plan

acquiring the project team

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

analyze

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

Complete the formula: sample size = 0.25 * ( _____ /acceptable error)2

certainty factor

In the DMAIC process, the letter "C" stands for _____.

control

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

control chart

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

cost of nonconformance

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

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 b. measure a. define b. measure

define

The main outputs of the _____ process are team performance assessments and enterprise environmental factors updates. a. managing the project team c. developing the project team b. acquiring the project team d. human resource planning

developing the project team

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

executing

The term _____ means a product can be used as it was intended.

fitness for use

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

metric

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

monitoring and controlling

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

normal distribution

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

planning quality management

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

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

quality control

In a _____, the closer data points are to a diagonal line, the more closely the two variables are related.

scatter diagram

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

six 9s of quality rule

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

software defect

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

unit test

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

yield