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