Project quality mgmt ch 8

internal failure cost

a cost incurred to correct an identified defect before the customer receives the product

external failure cost

a cost related to all error that are not detected and corrected before delivery to the customer

cause-and-effect diagram

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

maturity model

a framework for helping organizations improve their processes and systems

control chart

a graphic display of data that illustrates the results of a process over time

flowchart

a graphic display of the logic and flow of processes that helps you analyze how problems occur and how processes can be improved

capability maturity model integration (CMMI)

a process improvement approach that provides organizations with the essential elements of effective processes

fitness for use

a product that can be used as it was intended

ISO 9000

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

design of experiments

a quiality technique that helps identify which variables have the most influence on the overall outcome of a process

DMAIC(define, Measure, Analyze, Improve, Control)

a systematic, closed-loop process for continued improvement that is scientific and fact based

5 whys

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

checksheet

a technique used to collect and analyze data; sometimes called a tally sheet or checklist

benchmarking

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

lean

an approach for improving quality that involves evaluating processes to maximize customer value while minimizing waste

Malcolm Baldrige National Quality Award

an award started in 1987 to recognize companies that have achieved a level of world-class competition through quality management

defect

any instance in which the prodic or service fails to meet customer requirements

acceptance decisions

decisions that determine if the products or services produced as part of the project will be accepted or rejected

conformance

delivering products that meet requirements and fitness for use

4. What does the term kaizen mean?

improvement

10. PMI's OPM3 is an example of a _____ model or framework for helping organizations improve their processes and systems.

maturity

7. 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.

nonrandom

conformance to requirements

project processes and products that meet written specifications

cost of nonconformance

taking responsibility for failures or not meeting quality expectations

integration testing

testing that occurs between unit and system testing to test functionality grouped components and ensure that a subset or subsets of the entire system work together

kaizen

the Japanese word for improvement or change for the better; an approach used for continuously improving quality in organizations

mean

the average value of a population

cost of quality

the cost of conformance plus the cost of non conformance

appraisal cost

the cost of evaluating processes and their outputs to ensure that a project is error-free or within an accepted or rejected

functionality

the degree to which a system performs its intended function

maintainability

the ease of performing maintenance on a product

features

the special characteristics that appeal to users

2. What is the purpose of project quality management?

to ensure that the project will satisfy the needs for which is was undertaken

8. What is the preferred order for performing testing on IT projects?

Unit testing, integration testing, system testing, user acceptance testing

histogram

a bar graph of a distribution of variables

5. What tool can you use to determine whether a process is in control or out of control?

a control chart

6. Six Sigma's target for perfection is the achievement of no more than _____ defects, errors, or mistakes per million opportunities.

3.4

3. ______ generates ideas for quality improvements by comparing specific project practices or product characteristcs to those of other projects or products within or outside the performing organization.

Benchmarking

9. ______ 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

Deming

1. _______ is the degree to which a set of inherent characteristics fulfills requirements.

Quality