Chapter 8

_____ 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

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

Control chart

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

DMAIC

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

Design of experiments

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

Eliminate the annual rating or merit system

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

External failure cost

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

Functionality

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

3.4

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

ISO 9000

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

Analyze

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

Appraisal cost

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

Pareto charts

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

Planning quality management

The _____ 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

_____ 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.

Benchmarking

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

Conformance to requirements

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

Crosby

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.

Define

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

Executing

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

Features

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

Fitness for use

_____ addresses the ease of performing maintenance on a product.

Maintainability

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

Performance

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

Process adjustments

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

Reliability

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

Rework

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

Six 9s of quality rule

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

Statistical sampling

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

Unit test

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

User acceptance testing

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

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

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

Defect

A _____ is a standard of measurement in quality management.

Metric

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

Monitoring and controlling

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

Normal distribution