Chapter 8 Quiz

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

3.4

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

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

Controlling

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

Crosby

In recent decades, quality management has really shifted towards a focus on what?

Customer Satisfaction

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

When comparing two computers such as a Raspberry Pi and a gaming PC, which of the two statements would be most accurate in terms of quality?

Either one could be considered high quality depending on how they are going to be used.

What was one of the results of the move towards more open office floor plans in the last few decades?

Employees started finding ways to isolate themselves, such as wearing headphones

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

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

False

Any project can, and should, be seen as a Six Sigma project T/F?

False

Frameworks for helping organizations improve their processes and systems are called Six Sigma charts. T/F?

False

If you want a sample size that accurately represents the whole, you need to survey about 25% of the whole. T/F?

False

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

False

One of the main reason to use Control Charts when managing a project is that they can give you information on how to actually solve quality issues. T/F?

False

Only in-house auditors can perform quality audits. T/F?

False

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

False

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

False

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

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

Functionality

What is the main purpose of a Cause and Effect diagram?

It helps you find the root issue behind a problem

Why is the desktop layout and interface on Ubuntu 18 similar to that of other operating systems, especially Windows and Mac OS?

It's familiar to new users and easier for people to understand

Malcolm Baldridge appealed to people's sense of ______________ in order to help focus on quality.

NOT Competition

How is a Pareto Chart different from other quality control tools?

NOT It tracks user input while also showing quality metrics

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

Pareto

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

Performance

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

Process adjustments

Having a secret shopper go through a grocery store is an example of what Quality Management technique?

Quality Audit

According to Steve Jobs, people don't know what they want until you do what?

Show it to them

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

Quality is often known as...

The 4th Constraint

What is one consideration that Project Managers need to take into account when using Flow Charts for quality management?

They can become far too complex to be actually useful, so make sure to use them wisely

What was Apple's initial response to the keyboard failure issues on their MacBook and MacBook Pro computers?

They minimized the problem, saying it only affected a small percentage of users

Change requests and verified deliverables are the outputs of the controlling quality process. T/F?

True

Edwards Deming focused on building in quality from the start, rather than relying on quality inspections T/F?

True

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

True

In general, people tend to accept poor quality in IT-related products and services compared to other products such as cars. T/F?

True

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

True

The target for Six Sigma quality is 3.4 defects per million units produced. T/F?

True

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

True

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

Unit

DeMarco and Lister's study on organizations and productivity found direct correlations between productivity and programming language, years of experience, and salary. T/F?

False

Philip Crosby said there is no _____________ for quality?

Upper limit