chapter 8, chapter 9, chapter 10
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.
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
