IS 400 - Project Management - Chapter 7

What are 5 basic modes for handling conflicts according to Blake and Mouton?

-Confrontation/Problem Solving -Compromise/reconcile -Smooth/Accommodate -Force/Direct -Withdraw/Avoid

What are 6 important processes that project managers can use to help complete a project and keep stakeholders happy?

-Coordinate planning and execution -Develop and use soft skills -Provide a supportive organizational culture -Break the rules when needed -Capitalize on product, business, and application area knowledge -Use project execution tools and techniques

According to David Merril, what are the four behavioral zones based on their assertiveness and responsiveness?

-Driver -Expressive -Analytical -Amiable

What are the stages of the quality movement in order?

-Early humankind -Craftsmanship -The Industrial Revolution -Scientific Management

What are the four dimensions of the MBTI?

-Extrovert/Introvert -Sensation/Intuition -Thinking/Feeling -Judgement/Perception

What are the levels of the Capability Maturity Model (CMM)?

-Initial -Repeatable -Defined -Managed -Optimizing

A few approaches to help manage the project team include:

-Observation and conversation -Feedback -Conflict management

What are the 7 Deadly Sins of Outsourcing activities and projects?

-Outsourcing activities that should not be outsourced -Selecting the wrong vendor -Writing a poor contract -Overlooking personnel issues -losing control over the outsourced activity -overlooking the hidden costs of outsourcing -failing to plan an exit strategy

What are the three components in Juran's quality Planning Road Map (Quality Trilogy)?

-Quality Planning -Quality Improvement -Quality Control

What are the 5 core properties of Kanban?

-visual workflow -limit work-in-process -measure and manage flow -make process policies explicit -use models to recognize improvement opportunities

What are the 5 main needs according to Maslow? (from bottom to top of the pyramid)

1. Physiological 2. Safety 3. Social 4. Esteem 5. Self-actualization

If a project team has six people, how many two-way communications channels are there?

15

When was the International Organization for Standardization formed?

1947

People with a high need for ________ desire harmonious relationships with other people and need to feel accepted by others.

Affiliation

_______ people are reactive and people oriented.

Amiable

_______ people are reactive and task oriented.

Analytical

What are the nine influences bases available to project managers?

Authority, Assignment, Budget, Promotion, Money, Penalty, Work Challenge, Expertise, Friendship

The _________ conflict handling mode is best used when both the task and the relationship are of high importance.

Confrontation

the seller is paid for the costs incurred in performing the work as well as a fee based upon an agreed on percentage of the costs

Cost-Plus-Fee

the seller is reimbursed for the total direct and indirect costs of doing the work, but receives a fixed amount that does not change unless the project's scope changes

Cost-Plus-Fixed-Fee

the seller is reimbursed for the costs incurred in doing the work and receives a predetermined fee plus an incentive bonus for meeting certain objectives

Cost-Plus-Incentive-Fee

payment or reimbursement is made to the seller to cover the seller's actual direct costs (i.e. labor, materials, etc.) and indirect costs (i.e. admin, salaries, rent, utilities, etc.)

Cost-Reimbursable Contracts

________ proposed that an individual's specific needs are acquired or learned over time and shaped by life experiences

David McClelland

What is the 6 Sigma Framework

Define, Measure, Analyze, Improve, Control

Who was associated with Theory X and Theory Y?

Douglas McGregor

_______ people are proactive and task oriented.

Driver

Who? -invented the cotton gin -invented mass production -developed the manufactory where machines could build interchangeable parts and men could learn to operated machines

Eli Whitney

What are the two basic types of knowledge?

Explicit, Tacit

_______ people are proactive and people oriented.

Expressive

A total or fixed price is negotiated or set as the final price for a product or service; may include incentives for meeting certain penalties if those objectives are not met.

Fixed-price or lump-sum contracts

What are the five stages of team development according to the Tuckman model?

Forming, storming, norming, performing, adjourning

Who wrote the book "Work and the Nature of Man?"

Frederick Herzberg

_______, a psychologist and professor, is best known for distinguishing between motivational factors and hygiene factors when considering motivation in work settings.

Frederick Herzberg

Who? -believed the production process could be more efficient and employed "Scientific Management" -time management theory

Fredrick W. Taylor

Company policies, quality of supervision, relations with others, personal life, rate of pay, job security, working conditions

Hygiene factors

Which stage in the quality movement was Eli Whitney associated with?

Industrial Revolution

Who? -Viewed quality as "fitness for use" -message is that quality does not happen by accident, it must be planned

Joseph Juran

______ can assist in ensuring and improving quality by improving work flow. -Pareto -mind map -fishbone or Ishikawa -kanban

Kanban

Who? -Studied under Demming -Believes quality is a continuous process that relies on all levels of the organization -Advocated the use of easy-to-use statistical tools

Kaoru Ishikawa

A ___________ should document challenges, problems, realized risks and opportunities, and other content to assist in knowledge management on current and future projects.

Lessons Learned Register

What is the difference between Manage Quality and Control Quality?

Manage Quality focuses on process, Control quality focuses on project

situations in which project managers informally observe and talk to project team members and other stakeholders as much as possible

Management By Wandering Around (MBWA)

What does MBWA stand for?

Management by wandering around

A hierarchy that states that people's behaviors are guided or motivated by a sequence of needs (physiological, safety, social, esteem, and self-actualization)

Maslow's Hierarchy of Needs

Which of the following statements is false? -The highest need in Maslow's pyramid is called self-actualization -most people today prefer managers who follow Theory X versus Theory Y -Herzberg distinguished between motivating and hygiene factors -Project are more likely to succeed when project managers influence team members by using work challenge and expertise

Most people today prefer managers who follow Theory X versus Theory Y

Key concepts of Project Resource Management include:

Motivation, influence, effectiveness

Achievement, career advancement, personal growth, job interest, recognition

Motivational factors

Who developed 6 Sigma?

Motorola

a popular tool for determining personality preferences

Myers-Briggs Type Indicator

"if developing people is the most important task in business, then the trend towards outsourcing can reduce an organization's ability to gain competitive advantage in a knowledge economy"

Peter Drucker

Who? -Famous for short sayings -"Do it right the first time" -"Zero defects" -"Quality is free" -Non-conformance costs organizations money"

Philip Crosby

People with a high need for ________ want to direct others and can be seen as bossy.

Power

Verification is _______-related; Validation is __________-oriented.

Process Product

"fitness for use"; "conformance to requirements"

Quality

Which stage of the quality movement was Fredrick W. Taylor associated with?

Scientific management

What are these?-Be proactive -Begin with the end in mind -put first things first -think win/win -Seek first to understand, then to be understood -synergize -sharpen the saw

Steven Covey's 7 Habits of Highly Effective People

Who developed the nine influence bases available to project managers?

Thamhain and Wilemon

Theory X or Theory Y? -people need close supervision -will avoid work when possible -will avoid responsibility -that they desire only money -people must be pushed to perform

Theory X

Theory X or Theory Y? -people want independence in work -people seek responsibility -people are motivated by self-fulfillment -people naturally want to work -people will drive themselves to perform

Theory Y

What did William Ouchi develop?

Theory Z

Who? -Turn-of-the-century French-Italian economist -"80% of the wealth in Italy is controlled by 20% of the people"

Vilfredo Pareto

"Will my efforts lead to high performance? Will my performance be rewarded? Do I value those rewards?"

Vroom's Expectancy Theory

Who? -worked with Shewhart at western Electric Hawthorne plant in Chicago -Invited to give series of day long lectures in japan in the 1950s -rise of japan

W. Edwards Deming

The 14 points come from...?

W. Edwards Demming

Who? -worked for Western Electric Company -Applied statistical theory to control production processes

Walter A. Shewhart

"Involved workers are the key to an increase in productivity."

William Ouchi

People with a high need for ________ seek to excel and tend to avoid both low-risk and high-risk situations to improve their chances of achieving something worthwhile.

achievement

According to David McClelland, the main categories of acquired needs include:

achievement, affiliation, power

The main processes project managers perform during Project Resource Management include:

acquiring resources, developing a team, managing the team

the process of generating ideas for quality improvements by comparing specific project practices or product characteristics to those of other projects or products within or outside of the performing organization

benchmarking

also called fishbone or Ishikawa diagrams, these diagram can assist in ensuring and improving quality by finding the root causes of quality problems

cause-and-effect diagrams

the conflict-handling mode where decision makers incorporate different viewpoints and insights to develop consensus and commitment

collaborating mode

The process of managing ________ involves gathering information to create, distribute, store, retrieve and dispose of project communications in accordance with the communications management plan.

communication

the conflict-handling mode that uses a give-and-take approach to resolve conflicts

compromise mode

the conflict-handling mode that involves directly facing a conflict using a problem-solving approach that allows affected parties to work through their disagreements

confrontation mode

Which of the following conflict handling modes do successful project managers use most often? -confrontation/problem-solving -compromise/reconcile -smoothing/accommodating -forcing/directing

confrontation/problem-solving

Which DiSC profile? -analytical -reserved -precise -private -systematic

conscientiousness

The bottom four needs in Maslow's hierarchy (physiological, safety, social, and esteem) are referred to as ________ needs, and the highest level (self actualization) is considered a _______ need.

deficiency growth

products or services produced in part or provided as part of a project

deliverables

What are the main outputs of directing and managing project work?

deliverables, work performance data, issue logs, change requests, project management plan updates, project documents updates, organizational process updates

Which DiSC profile? -direct -results oriented -firm -strong-willed -forcefull

dominance

the process of listening with the intent to understand by putting yourself in the shoes of the other person

empathic listening

What does the word ISOS mean in greek?

equal

knowledge that can be easily explained using words, pictures, or numbers and is easy to communicate, store, and distribute.

explicit knowledge

a motivation that causes people to do something for a reward or to avoid a penalty

extrinsic motivation

Thamhain and Wilemon found that projects were more likely to ______ when project managers relied to heavily on using authority, money, or penalty to influence people.

fail

The _________ conflict handling mode is best used when the task is of high importance and the relationship is of low importance

forcing

the conflict-handling mode that involves exerting one's viewpoint at the potential expense of another viewpoint

forcing mode

the conformance to the values or ethical standards of a group

groupthink

Which DiSC profile? -outgoing -enthusiastic -optimistic -high-spirited -lively

influence

a motivation that causes people to participate in an activity for their own enjoyment

intrinsic motivation

a matter under question or dispute that could impede project success

issue

a tool used to document, monitor, and track issues that need to be resolved for effective work to take place

issue log

Most project sponsors would say that the most important output of any project is ________. -a satisfied customer/sponsors -good financial results -its deliverables -good plans

its deliverables

a system based on the Toyota Production System to help improve results and efficiency by eliminating waste and reducing idle time and non-value added activities

lean

Some project managers like to assess team performance by using a technique known as MBWA, which stands for _________. -management by wondering aloud -management by wandering around -measuring by work areas -measuring by watching alertly

management by wandering around

the matching of certain behaviors of the other person

mirroring

The number of communications channels in relation to the number of people involved can be calculated how?

n(n-1)/2 where n is the number of people involved

a situation in which more resources than are available are assigned to perform work at a given time

overallocation

What are the two main approaches to team-building?

physical challenges, psychological preference indicator tools

Fortune magazine summarized research showing that the main reason CEOs failed was due to_________. -poor planning -poor execution -global competition -low stock prices

poor execution

analyzing how a process operates and determining improvements

process analysis

During project execution, the____________ must direct and manage stakeholders to complete the project.

project manager

an inherent or distinguishing characteristic; a property; having a high degree of excellence

quality

________ includes all of the activities related to satisfying the relevant quality standards for a project. -quality assurance -quality control -customer satisfaction -ISO certification

quality assurance

the activities related to satisfying the relevant quality standards for a project

quality assurance

a structured review of specific quality management activities that helps identify lessons learned, which could improve performance on current or future projects

quality audit

a relationship of harmony, conformity, accord, or affinity

rapport

a technique for resolving resource conflicts by delaying tasks

resource leveling

the number of individual resources an existing schedule requires during specific time periods

resource loading

Buyers often develop a _______ of the top three to five suppliers to reduce the work involved in selecting a source. -short list -weighted decision matrix -qualified sellers list -BAFO

short list

The word Kanban is Japanese for ______.

sign

The _________ conflict handling mode is best used when the relationship is of high importance and the task is of low importance.

smoothing

the conflict-handling mode that de-emphasizes or avoids areas of differences and emphasizes the areas of agreement

smoothing mode

Which DiSC profile? -even-tempered -accommodating -patient -humble -tactful

steadiness

Thamhain and Wilemon found that projects were more likely to ______ when project managers relied heavily on work challenge and expertise.

succeed

the concept that the whole is equal to more than the sum of its parts

synergy

this type of knowledge is difficult to express and is highly personal; often called informal knowledge

tacit knowledge

Which of the following is not an executing process? -validate scope -manage project knowledge -acquire resources -implement risk responses

validate scope

The _________ conflict handling mode is best used when both the task and the relationship are of low importance.

withdrawal

the conflict-handling mode that involves retreating or withdrawing from an actual or potential disagreement

withdrawal mode