Chapter 8: Project Quality Management

histogram

A bar graph of a distribution of variables

normal distribution

A bell-shaped curve that is symmetrical about the mean of the population

run chart

A chart that displays the history and pattern of variation of a process over time

Six Sigma

A comprehensive and flexible system for achieving, sustaining, and maximizing business success that is uniquely driven by close understanding of customer needs, disciplined use of facts, data, and statistical analysis, and diligent attention to managing, improving, and reinventing business processes

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 errors that are not detected and corrected before delivery to the customer

scatter diagram

A diagram that helps to show if there is a relationship between two variables; sometimes called XY charts

fishbone 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 "cause-and-effect diagram" or "Ishikawa diagram"

Ishikawa 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 "cause-and-effect diagram" or "fishbone diagram"

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

Pareto chart

A histogram that helps identify and prioritize problem areas

Software Quality Function Deployment (SQFD) model

A maturity model that focuses on defining user requirements and planning software projects

standard deviation

A measure of how much variation exists in a distribution of data

six 9s of quality

A measure of quality control equal to 1 fault in 1 million opportunities

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

metric

A standard of measurement

quality audit

A structured review of specific quality management activities that helps identify lessons learned and that can improve performance on current or future activities

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

unit test

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

rework

Action taken to bring rejected items into compliance with product requirements, specifications, or other stakeholder expectations

process adjustments

Adjustments made to correct or prevent further quality problems based on quality control measurements

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

user acceptance testing

An independent test performed by end users prior to accepting the delivered system

defect

Any instance in which the product or service fails to meet customer requirements

software defect

Anything that must be changed before delivery of the program

statistical sampling

Choosing part of a population of interest for inspection

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

project quality management

Ensuring that a project will satisfy the needs for which it was undertaken

quality circles

Groups of nonsupervisors 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

performance

How well a product or service performs the customer's intended use

Pareto analysis

Identifying the vital few contributors that account for most quality problems in a system

seven run rule

If seven data points in a row on a quality control chart are all below the mean, above the mean, or are all increasing or decreasing, then the process needs to be examined for nonrandom problems

Robust Design methods

Methods that focus on eliminating defects by substituting scientific inquiry for trial-and-error methods

quality control

Monitoring specific project results to ensure that they comply with the relevant quality standards and identifying ways to improve overall quality

quality assurance

Periodic evaluation of overall project performance to ensure that the project will satisfy the relevant quality standards

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 functionally grouped components and ensure that a subset or subsets of the entire system work together

system testing

Testing the entire system as one entity to ensure that it is working properly

kaizen

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

reliability

The ability of a product or service to perform as expected under normal conditions

mean

The average value of a population

measurement and test equipment costs

The capital cost of equipment used to perform prevention and appraisal activities

cost of quality

The cost of conformance plus the cost of nonconformance

appraisal cost

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

prevention cost

The cost of planning and executing a project so that it is error-free or within an acceptable error range

functionality

The degree to which a system performs its intended function

maintainability

The ease of performing maintenance on a product

yield

The number of units handled correctly through the development process

system outputs

The screens and reports the system generates

features

The special characteristics that appeal to users

quality

The totality of characteristics of an entity that bear on its ability to satisfy stated or implied needs or the degree to which a set of inherent characteristics fulfill requirements