Ch 8

Eliminate the annual rating or merit system.

Which of the following is one of Deming's 14 Points for Management?

User acceptance testing

____ is an independent test performed by end users prior to accepting the delivered system.

Performance

_____ addresses how well a product or service performs the customer's intended use.

Maintainability

_____ addresses the ease of performing maintenance on a product.

Process adjustments

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

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.

Pareto charts

_____ help users to identify the vital few contributors that account for most quality problems in a system.

CMMI

_____ 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.

Statistical sampling

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

External failure cost

_____ is a cost that relates to all errors not detected and not corrected before delivery to the customer.

Design of experiments

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

Reliability

_____ is the ability of a product or service to perform as expected under normal conditions.

Appraisal cost

_____ is the cost of evaluating processes and their outputs to ensure that a project is error-free or within an acceptable error range.

Functionality

_____ is the degree to which a system performs its intended function.

normal distribution

A ____ is a bell-shaped curve that is symmetrical regarding the average value of the population (the data being analyzed).

control chart

A _____ is a graphic display of data that illustrates the results of a process over time.

metric

A _____ is a standard of measurement in quality management.

defect

A(n) _____ is any instance where the product or service fails to meet customer requirements.

unit test

A(n) _____ is done to test each individual component (often a program) to ensure that it is as defect-free as possible.

analyze

An important tool used in the _____ phase of the DMAIC process is the fishbone or Ishikawa diagram.

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

One of Juran's ten steps to quality improvement states that:

executing

Performing quality assurance is a subprocess of the _____ process of project quality management.

planning quality management

Process improvement plan, quality metrics, and quality checklists are the outputs of the _____ process of project quality management.

3.4

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

six 9s of quality rule

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

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.

monitoring and controlling

Validated changes and validated deliverables are the outputs of the _____ subprocess of project quality management.

Features

_____ are the system's special characteristics that appeal to users.

Fitness for use

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

Conformance to requirements

_____ means the project's processes and products meet written specifications.

Rework

_____ refers to action taken to bring rejected items into compliance with product requirements or specifications or other stakeholder expectations.

Crosby

_____ wrote Quality Is Free in 1979 and is best known for suggesting that organizations strive for zero defects.

ISO 9000

_____, a quality system standard is a three-part, continuous cycle of planning, controlling, and documenting quality in an organization.

define

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.

DMAIC

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