SPM Chapter 8
Quality planning implies the ability to anticipate situations and prepare actions that bring about the desired outcome.
True
Testing needs to be done during almost every phase of the systems development life cycle.
True
The majority of people in the United States use the Internet.
True
Understanding which variables affect outcome is a very important part of quality planning.
True
____ is an independent test performed by end users prior to accepting the delivered system. a. Integration testing c. User acceptance testing b. Unit testing d. System testing
User acceptance testing
A ____ is a graphic display of data that illustrates the results of a process over time. a. statistical sampling chart c. Six Sigma chart b. Pareto chart d. control chart
control chart
____________________ is a quality planning technique that helps identify which variables have the most influence on the overall outcome of a process.
Design of experiments
To obtain valid statistics, it is important to study every member of a population.
False
When an information system does not function correctly, it is generally a slight inconvenience.
False
____ are the system's special characteristics that appeal to users. a. Features c. Properties b. System outputs d. Functions
Features
____________________ means a product can be used as it was intended.
Fitness for use
In any normal distribution, ____ percent of the population is within three standard deviations of the mean. a. 95.5 c. 99.7 b. 99.0 d. 99.9
99.7
____determine(s) if the products or services produced as part of the project will be accepted or rejected. a. Process adjustments c. Acceptance decisions b. Rework d. Auditing
Acceptance decisions
____ is the cost of evaluating processes and their outputs to ensure that a project is error-free or within an acceptable error range. a. Prevention cost c. Internal failure cost b. Appraisal cost d. External failure cost
Appraisal cost
____ 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. a. Design of experiments c. Testing b. Quality auditing d. Benchmarking
Benchmarking
____ 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. a. SQFD c. SQMMI b. CMM d. CMMI
CMMI COMPLETION
____________________ diagrams trace complaints about quality problems back to the responsible production operations.
Cause-and-effect - Fishbone - Ishikawa
____ means the project's processes and products meet written specifications. a. Conformance to requirements c. Quality conformance b. Fitness for use d. Documentation matching
Conformance to requirements
____ wrote Quality Is Free in 1979 and is best known for suggesting that organizations strive for zero defects. a. Juran c. Crosby b. Ishikawa d. Deming
Crosby
Most information technology products can reach 100 percent reliability.
False
Only in-house auditors can perform quality audits.
False
Organizational policies related to quality, the particular project's scope statement and product descriptions, and related standards and regulations are all important input to the quality assurance process.
False
____ addresses how well a product or service performs the customer's intended use. a. Reliability c. Maintainability b. Performance d. Functionality
Performance
____ involves periodically evaluating overall project performance to ensure that the project will satisfy the relevant quality standards. a. Performing quality assurance c. Checking quality b. Performing quality control d. Planning quality
Performing quality assurance
Minimizing defects does not matter if an organization is making a product that no one wants to buy.
True
Modern quality management requires customer satisfaction, prefers prevention to inspection, and recognizes management responsibility for quality.
True
Top management and ____________________ can have the greatest impact on the quality of projects by doing a good job of quality assurance.
project managers
The purpose of ____________________ is to ensure that the project will satisfy the needs for which it was undertaken.
project quality management - quality management
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
Performing ____________________ involves periodically evaluating overall project performance to ensure that the project will satisfy the relevant quality standards.
quality assurance
In TQC, product quality is less important than production rates, and workers are not allowed to stop production whenever a quality problem occurs.
False
In a Pareto chart, the variables described by the histogram are ordered chronologically.
False
Integration testing replaces the other forms of testing with a single comprehensive test.
False
____ correct(s) or prevent(s) further quality problems based on quality control measurements. a. Process adjustments c. Acceptance decisions b. Rework d. Auditing
Process adjustments
____________________ 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
____ is the ability of a product or service to perform as expected under normal conditions. a. Reliability c. Maintainability b. Performance d. Functionality
Reliability
Sample size = 0.25 * (____________________/acceptable error)2
certainty factor
Continuous quality improvement is not a goal of quality assurance.
False
Control charts are one tool used in the analyze phase of the DMAIC process.
False
The quality planning process involves taking responsibility for quality throughout the project's life cycle.
False
The term sigma means median.
False
If products are accepted, they are considered to be validated deliverables.
True
Juran's final step to quality improvement is ____. a. organize to reach the goals (establish a quality council, identify problems, select projects, appoint teams, designate facilitators) b. keep score c. report progress d. maintain momentum by making annual improvement part of the regular systems and processes of the company
maintain momentum by making annual improvement part of the regular systems and processes of the company
A certainty factor of 1.960 is used for ____ percent desired certainty. a. 75 c. 96 b. 95 d. 99
95
Quality is a lower priority than project scope, time, and cost.
False
Six Sigma's target for perfection is the achievement of no more than ____ defects, errors, or mistakes per million opportunities. a. 1.34 c. 34 b. 3.4 d. 340
3.4
Project managers are ultimately responsible for quality management on their projects.
True
Projects that use Six Sigma principles for quality control normally follow a five-phase improvement process called ____________________.
DMAIC
One of ____ 14 Points for Management states that an organization should cease dependence on inspection to achieve quality. a. Deming's c. Crosby's b. Juran's d. Ishikawa's
Deming's
____ is a cost that relates to all errors not detected and not corrected before delivery to the customer. a. Prevention cost c. Internal failure cost b. Appraisal cost d. External failure cost
External failure cost
All of the Six Sigma principles are brand new.
False
DeMarco and Lister found direct correlations between productivity and programming language, years of experience, and salary.
False
Design of experiments cannot be applied to project management issues such as cost and schedule trade-offs.
False
____ is the degree to which a system performs its intended function. a. Reliability c. Maintainability b. Performance d. Functionality
Functionality
____, a quality system standard developed by the ISO, is a three-part, continuous cycle of planning, controlling, and documenting quality in an organization. a. IEEE 15504 c. IEEE 9000 b. ISO 9000 d. ISO 15504
ISO 9000
____________________ often perform quality audits by helping to design specific quality metrics for a project and then applying and analyzing the metrics throughout the project.
Industrial engineers
One of ____ ten steps states that an organization should build awareness of the need and opportunity for improvement. a. Deming's c. Juran's b. Crosby's d. Ishikawa's
Juran's
____ addresses the ease of performing maintenance on a product. a. Reliability c. Maintainability b. Performance d. Functionality
Maintainability
A(n) ____________________ is a histogram that can help you identify and prioritize problem areas.
Pareto chart - Pareto diagram
____ involves monitoring specific project results to ensure that they comply with the relevant quality standards while identifying ways to improve overall quality. a. Performing quality assurance c. Checking quality b. Performing quality control d. Planning quality
Performing quality control
____ includes identifying which quality standards are relevant to the project and how to satisfy those standards. a. Performing quality assurance c. Checking quality b. Performing quality control d. Planning quality
Planning quality
____ is action taken to bring rejected items into compliance with product requirements or specifications or other stakeholder expectations. a. A process adjustment c. An acceptance decision b. Rework d. Auditing
Rework
____________________ often results in requested changes and validated defect repair, resulting from recommended defect repair or corrective or preventive actions.
Rework
____________________ design methods focus on eliminating defects by substituting scientific inquiry for trial-and-error methods.
Robust
The ____________________ model focuses on defining user requirements and planning software projects.
SQFD - Software Quality Function Deployment - Software Quality Function Deployment (SQFD)
____________________ is a measure of quality control equal to 1 fault in 1 million opportunities.
Six 9s of quality
____ is a comprehensive and flexible system for achieving, sustaining and maximizing business success. a. Statistical sampling c. Six Sigma b. Pareto analysis d. Quality control charting
Six Sigma
____________________ measures how much variation exists in a distribution of data.
Standard deviation
____ involves choosing part of a population of interest for inspection. a. Statistical sampling c. Six Sigma b. Pareto analysis d. Quality control charting
Statistical sampling
____________________ are the screens and reports the system generates.
System outputs
Expectations can vary based on an organization's culture or geographic region.
True
ISO 9000 provides minimum requirements needed for an organization to meet its quality certification standards.
True
It is important to clarify what functions and features the system must perform, and what functions and features are optional.
True
Many quality experts believe the main cause of quality problems is the lack of leadership.
True
An important tool used in the ____ phase of the DMAIC process is the fishbone or Ishikawa diagram. a. define c. analyze b. measure d. improve
analyze
A(n) ____ is any instance where the product or service fails to meet customer requirements. a. defect c. error b. failure d. recall
defect
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. a. define c. analyze b. measure d. improve
define
It took only ____ years for 50 million people to use the Internet compared to 25 years for 50 million people to use telephones. a. three c. seven b. five d. nine
five
Examples of common ____________________ include failure rates of products produced, availability of goods and services, and customer satisfaction ratings.
metrics
A ____ is a bell-shaped curve that is symmetrical regarding the average value of the population (the data being analyzed). a. skewed distribution c. polynomial distribution b. normal distribution d. symmetrical distribution
normal distribution
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
Performing _________________________ involves monitoring specific project results to ensure that they comply with the relevant quality standards while identifying ways to improve overall quality.
quality control
The ____ process is often associated with the technical tools and techniques of quality management, such as Pareto charts, quality control charts, and statistical sampling. a. quality planning c. quality assurance b. quality certification d. quality control
quality control
The main outputs of ____ are a quality management plan, quality metrics, quality checklists, a process improvement plan, and project document updates. a. quality control c. quality assurance b. quality planning d. quality certification
quality planning
The ____ states that if seven data points in a row are all below the mean, above the mean, or are all increasing or decreasing, then the process needs to be examined for non-random problems. a. ten run rule c. seven run rule b. six 9s of quality rule d. Six Sigma rule
seven run rule
Watts S. Humphrey defines a(n) ____________________ as anything that must be changed before delivery of the program.
software defect
Project quality management involves ____ main processes. a. two c. four b. three d. five
three
A(n) ____ is done to test each individual component (often a program) to ensure that it is as defect-free as possible. a. integration test c. user acceptance test b. unit test d. system test
unit test
Standard deviation and ____________________ are fundamental concepts for understanding quality control charts.
variability
The ____________________ represents the number of units handled correctly through the process steps.
yield
____ help(s) you identify the vital few contributors that account for most quality problems in a system. a. Statistical sampling c. Six Sigma b. Pareto charts d. Quality control charts
Pareto charts
Most people simply accept poor quality from many information technology products.
True
Using Six Sigma principles is an organization-wide commitment.
True
The ____________________ means taking responsibility for failures or not meeting quality expectations.
cost of nonconformance
The ____ ultimately decides if quality is acceptable. a. project team c. project manager b. CEO d. customer
customer