Ch. 8 and 9 Project Management

The _____ means taking responsibility for failures or not meeting quality expectations.

cost of nonconformance

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

defect

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

Reliability

Genichi Taguchi's _____ methods focus on eliminating defects by substituting scientific inquiry for trial-and-error methods.

Robust Design

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

Self- actualization

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

Sharpening the Saw

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

Six 9s of quality

The _____ ultimately decides if quality is acceptable.

customer

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

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

performance

The purpose of _____ is to ensure that the project will satisfy the needs for which it was undertaken.

project quality management quality management

The _____ represents the number of units handled correctly through the process steps.

yield

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

3.4

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

Abraham Maslow

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

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

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

Analyticals

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

_____ diagrams trace complaints about quality problems back to the responsible production operations.

Cause-and-effect

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

involves monitoring specific project results to ensure that they are complete, correct, and meet customer expectations.

Controlling quality

According to Maslow, only after meeting ______ needs can individuals act upon growth needs

Deficiency

_____ is a quality planning technique that helps identify which variables 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

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

Developing the Project team

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

Eliminate the annual rating or merit system.

A RAM is used only to assign detailed work activities

False

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

False

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

False

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

False

The term sigma means median.

False

_______ means that not enough resources are available to perform the assigned work during a given time period

Overallocation

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

Pareto

What needs are at the bottom of Maslow's structure

Physiological

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

Process adjustments

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

Promotion

_____ are groups of non-supervisors 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.

Quality circles

_____ measures how much variation exists in a distribution of data.

Standard deviation

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

Statistical sampling

. _____ are the screens and reports the system generates.

System outputs

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

True

In the DMAIC process, the letter "C" stands for _____.

control

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

managing

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

planning quality management

A(n)_____ is a structured review of specific quality management activities that help identify lessons learned that could improve performance on current or future projects.

quality audit

Watts S. Humphrey defines a(n) _____ as anything that must be changed before delivery of the program.

software defect

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

statistical sampling

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

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

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

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

ISO 9000

______ power is getting people to do things based on a position of authority

Legitimate

Which concept refers to matching certain behaviors of the other person

Mirroring

According to Herzberg, which is a motivational factor

Recognition

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

True

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

analyze

Complete the formula: sample size = 0.25 * ( _____ /acceptable error)2

certainty factor

Which addresses the ease of performing maintenance on a product?

maintainability

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

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

process adjustments

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

reliability

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

unit

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

Crosby

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

DMAIC

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

False

_____ should receive frequent performance feedback, and although money is not an important motivator to them, it is an effective form of feedback

Achievers

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

Deficiency

Gantt charts cannot be used to aid project quality management.

False

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

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

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

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

False

Managers who believe in McGregor's assume ______ that individuals do not inherently dislike work, but consider it as natural as play or rest

Theory Y

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

True

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

True

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

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

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

True

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

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

conformance to requirements

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

control chart

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

external failure cost

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

features

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

fitness for use

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

fitness for use

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

functionality

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

metric

The International Organization for Standardization (ISO) defines _____ as "the totality of characteristics of an entity that bear on its ability to satisfy stated or implied needs."

quality

23. 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

In a(n) _____, the closer data points are to a diagonal line, the more closely the two variables are related.

scatter diagram

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

six 9s of quality rule

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

user acceptance

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

Referent