chapter 8, chapter 9, chapter 10

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Psychologist David Merril describes which behavioral profile as reactive and task-oriented?

analyticals

During which phase of the DMAIC process is the fishbone or Ishikawa diagram used?

analyze

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

appraisal cost

According to Thamhain and Wilemon, what is the legitimate hierarchical right to issue orders?

authority

What is e-mail communication is most suited for?

communicating simple information

Which graphic display of data illustrates the results of a process over time?

control chart

What is the first step in the framework for defining and assigning work?

finalizing the project requirements

What term is used for the relation of harmony, conformity, accord, or affinity?

rapport

A(n) _____ is a website that enables anyone who accesses it to contribute or modify its content.

wiki

Which statement is one of Juran's ten steps to quality improvement?

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

Which process 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?

CMMI

Which five-phase improvement process do projects that use Six Sigma principles for quality control normally follow?

DMAIC

Who is best known for developing Theory X and Theory Y?

Douglas McGregor

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

Eliminate the annual rating or merit system.

Which question is typically addressed by a project forecast?

How much more money will be needed to complete the project?

Which system involves a three-part, continuous cycle of planning, controlling, and documenting quality in an organization?

ISO 9000

Which is a guideline that project managers should follow when communicating with teams through e-mail?

If the entire message can fit in the subject line, put it there.

In the MBTI, which dimension relates to the manner in which you gather information?

Sensation/Intuition

Which test presents subjects with a series of ambiguous pictures and asks them to develop a spontaneous story for each picture, assuming they will project their own needs into the story?

TAT

Managers who follow which theory assume that the average worker wants to be directed and prefers to avoid responsibility?

Theory X

What theory emphasizes factors such as job rotation, broadening of skills, generalization versus specialization, and the need for continuous training of workers?

Theory Z

What process is 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

Which type of power involves using punishment, threats, or other negative approaches to get people to do things they do not want to do?

coercive

According to Blake and Mouton, project managers who use which method employ a give-and take-approach to resolving conflicts?

compromise

What term is used for any instance where the product or service fails to meet customer requirements?

defect

Which phase of the DMAIC process includes tools such as a project charter, a description of customer requirements, process maps, and Voice of the Customer (VOC) data?

define

According to the guidelines provided by Practical Communications, Inc., a(n) _____ is a medium that is "excellent" for encouraging creative thinking.

e-mail

Which term is used for a cost that relates to all errors not detected and not corrected before delivery to the customer?

external failure cost

Which document predicts future project status and progress based on past information and trends?

forecasts

Which type of intelligence involves the capacity to understand the motivations, intentions and desires of others?

interpersonal

The items discussed in a(n) _____ include reflections on whether project goals were met, whether the project was successful or not, causes of variances on the project, reasoning behind corrective actions chosen, use of different project management tools and techniques, and personal words of wisdom based on team members' experiences.

lessons-learned report

According to the guidelines provided by Practical Communications, Inc., what is the most appropriate medium for addressing negative behavior?

meeting

According to the guidelines provided by Practical Communications, Inc., which is the most appropriate medium for giving complex instructions?

meeting

Which communication method is most appropriate for assessing the commitment of project stakeholders?

meeting

Which concept refers to matching certain behaviors of the other person?

mirroring

What term is used for a bell-shaped curve that is symmetrical regarding the average value of the population (the data being analyzed)?

normal distribution

In the Tuckman model, what occurs when the emphasis is on reaching the team goals, rather than working on team process?

performing

According to McClelland's acquired-needs theory, what do people who want to direct others, and can be seen as bossy, have a need for?

power

Which document describes what the project team has accomplished during a certain period?

progress reports

What documents include a complete set of organized project records that provide an accurate history of the project?

project archives

According to Thamhain and Wilemon, what is the ability to improve a worker's position?

promotion

Which type of power is based on an individual's personal charisma?

referent

Which tool is a column chart that shows the number of resources assigned to a project over time?

resource histogram

Which technique is used for resolving resource conflicts by delaying tasks?

resource leveling

Which term refers to the amount of individual resources an existing schedule requires during specific time periods?

resource loading

Which type of power involves using incentives to induce people to do things?

reward

What term is used for taking time to renew oneself physically, spiritually, mentally and socially?

sharpening the saw

Which is a measure of quality control equal to one fault in one million opportunities problems?

six 9s of quality rule

Which process involves choosing part of a population of interest for inspection?

statistical sampling

Which document addresses where the project stands in terms of meeting scope, time, and cost goals?

status reports

Which document describes where the project stands at a specific point in time?

status reports

In the Tuckman model, what occurs as team members have different opinions as to how the team should operate?

storming

The _____ line for any e-mail messages you write should clearly state the intention of the e-mail.

subject

According to Lencioni, which quality is present in organizations that succeed?

teamwork

Which test is done to test each individual component (often a program) to ensure that it is as defect-free as possible?

unit

Which testing involves an independent test performed by end users prior to accepting the delivered system?

user acceptance

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

3.4

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

Crosby

Which chart helps users identify the vital few contributors that account for most quality problems in a system?

Pareto

Which process is often associated with the technical tools and techniques of quality management, such as Pareto charts, quality control charts, and statistical sampling?

quality control

Which process is an action taken to bring rejected items into compliance with product requirements or specifications or other stakeholder expectations?

rework

What is at the top of Maslow's hierarchy of needs?

self-actualization

Using the formula for calculating the number of communication channels, how many channels would two people require?

1

Using the formula for calculating the number of communication channels, how many channels would five people require?

10

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

False

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

False

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

False

Frameworks for helping organizations improve their processes and systems are called Six Sigma charts.

False

Geographic location and cultural background have no impact on communications.

False

Improving an organization's ability to communicate is an easy process.

False

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

False

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

False

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

False

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.

False

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

False

Minutes must be a comprehensive report of the meeting that was scheduled.

False

Only in-house auditors can perform quality audits.

False

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

False

Status reports should be written in a consistent format, regardless of the stakeholders' needs.

False

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

False

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

False

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

False

The term sigma means median.

False

Who is best known for distinguishing between motivational factors and hygiene factors when considering motivation in work settings?

Frederick Herzberg

Which is true of push communication?

Information is sent to recipients without their request.

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

True

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

True

Do not have a meeting if there is a better way of achieving the objective at hand.

True

Good information technology project managers must have strong technical and communication skills.

True

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

True

It is extremely important to document any changes in technical specifications that might affect product performance.

True

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

True

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

True

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

True

As the number of people involved in a project _____, the complexity of communications _____.

decreases, increases

What are the bottom four needs in Maslow's structure are referred to as?

deficiency

Which term is used for the degree to which a system performs its intended function?

functionality

Which addresses the ease of performing maintenance on a product?

maintainability

Performing quality assurance is a subprocess of which project quality management stage?

managing

Which addresses how well a product or service performs the customer's intended use?

performance

What needs are at the bottom of Maslow's structure?

physiological

Which process correct(s) or prevent(s) quality problems based on quality control measurements?

process adjustments

According to Herzberg, which is a motivational factor?

recognition

What term is used for the ability of a product or service to perform as expected under normal conditions?

reliability

An example of push communication is _____.

voice mails

E-mail is the most appropriate medium for all types of communications.

False

An example of pull communication is _____.

blogs

A team has 10 communication channels between its various members. Using the formula for calculating the number of communication channels, it can be deduced that the team has _____ members.

5

Which highly respected psychologist, rejected the dehumanizing negativism of psychology and proposed the hierarchy of needs theory?

Abraham Maslow

As a manager, you want to praise a team member, Phil, for doing a good job on a particular project. However, you know he tends to be an introvert. Which communication method would Phil be most comfortable with?

Call Phil in for a private meeting to appreciate his work.

A RAM is used only to assign detailed work activities.

False

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.

False

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

False

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.

False

Communication becomes simpler when you increase the number of team members.

False

A facilitator can help the team solve any communication problems.

True

Adding more people to a project that is falling behind schedule often causes more setbacks because of the increased complexity of communications.

True

Change requests and verified deliverables are the outputs of the controlling quality process.

True

In a project, communicating badly exponentially increases the possibility of making mistakes.

True

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

True

Managing quality includes all of the quality assurance activities plus product design and process improvements.

True

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

True

Most WBSs include a section for project communications to ensure that reporting key information is a project deliverable.

True

People have different personality traits that often affect their communication preferences.

True

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

True

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

True

Project managers must assess the needs of the organization, the project, and individuals in determining which communication medium to use, and when.

True

Rarely does the receiver interpret a message exactly as the sender intended.

True

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

True

The communications management plan varies with the needs of the project.

True

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

True

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

True

What do people who seek to excel and tend to avoid both low-risk and high-risk situations to improve their chances for achieving something worthwhile have a high need for?

achievement

According to McClelland's acquired-needs theory, what do people who desire harmonious relationships with other people and need to feel accepted by others have a high need for?

affiliation

Which term is used when the project's processes and products meet written specifications?

conformance to requirements

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

controlling

Which technique helps identify variables that have the most influence on the overall outcome of a process?

design of experiments

Which process involves building individual and group skills to enhance project performance?

developing the project team

Recognizing an employee as the "Star Performer of the Month" would be satisfying which need in Maslow's hierarchy?

esteem

During which phase must project teams address important considerations for managing information (and often end up updating business processes through improved communications)?

execution

What are the system's special characteristics that appeal to users?

features

Which term is used for the ability of a product to be used as it was intended?

fitness for use

What need is at the highest level in Maslow's structure?

growth

Which process involves tracking team member performance, motivating team members, providing timely feedback, resolving issues and conflicts, and coordinating changes to help enhance project performance?

managing the project team

Which term is used for a standard of measurement in quality management?

metric

The formula to determine the number of communication channels is _____, where n is the number of people involved.

n (n-1)/2

The output of the _____ process is a communications management plan.

planning communications

Which process involves determining the information and communications needs of the stakeholders?

planning communications

The main outputs of which process are a quality management plan, quality metrics, project management plan updates, and project documents updates?

planning quality management

Which method of communication is likely to be most effective for conveying sensitive or important information?

short face-to-face meetings

According to research by Albert Mehrabian, which is NOT a way that information is communicated through face-to-face interaction?

written content

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

False

Gantt charts cannot be used to aid project quality management.

False

The project manager often combines information from all of the lessons-learned reports into a project summary report.

True

The main outputs of which process are team performance assessments, change requests, and updates to several documents?

developing the project team

Project managers should always reward people who work overtime.

False

Project members should either have strong technical skills or soft skills.

False

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

False


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