SPM Chapter 8 and 9

The ____ presents subjects with a series of ambiguous pictures and asks them to develop a spontaneous story for each picture, assuming they will project their own needs into the story. a. RAM c. TAT b. MBTI d. RACI

TAT

Psychologist David Merril describes ____ as reactive and people-oriented. a. "Expressives" c. "Analyticals" b. "Drivers" d. "Amiables"

"Amiables" COMPLETION

Psychologist David Merril describes ____ as reactive and task-oriented. a. "Expressives" c. "Analyticals" b. "Drivers" d. "Amiables"

"Analyticals"

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

There are ____________________ main types of power, based on French and Raven's classic study, "The Bases of Social Power."

5

A certainty factor of 1.960 is used for ____ percent desired certainty. a. 75 c. 96 b. 95 d. 99

95

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

____________________ should receive frequent performance feedback, and although money is not an important motivator to them, it is an effective form of feedback.

Achievers

____ 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

____ 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

____ involves using punishment, threats, or other negative approaches to get people to do things they do not want to do. a. Legitimate power c. Reward power b. Coercive power d. Referent power

Coercive power

____ 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

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

____ fill in for project managers in their absence and assist them as needed. a. Deputy project managers c. Assistant project managers b. Subproject managers d. Second-tier project managers

Deputy project managers

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

Design of experiments

____ is best known for developing Theory X and Theory Y. a. Frederick Herzberg c. Abraham Maslow b. David McClelland d. Douglas McGregor

Douglas McGregor

____________________ is listening with the intent to understand.

Empathic listening

____ 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

____________________ causes people to do something for a reward or to avoid a penalty.

Extrinsic motivation

____________________ means a product can be used as it was intended.

Fitness for use

____, 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

____________________ is getting people to do things based on a position of authority.

Legitimate power

The ____________________ is a popular tool for determining personality preferences.

MBTI - Myers-Briggs Type Indicator - Myers-Briggs Type Indicator (MBTI)

____ is matching certain behaviors of the other person. a. Empathic listening c. Synergy b. Rapport d. Mirroring

Mirroring

A(n) ____________________ is a specific type of organizational chart that shows which organizational units are responsible for which work items.

OBS - organizational breakdown structure - organizational breakdown structure (OBS)

____________________ means more resources than are available are assigned to perform work at a given time.

Overallocation

A(n) ____________________ is a histogram that can help you identify and prioritize problem areas.

Pareto chart - Pareto diagram

____ 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

____________________ is the potential ability to influence behavior to get people to do things they would not otherwise do.

Power

____________________ 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

Some organizations use ____________________ to show Responsibility, Accountability, Consultation, and Informed roles for project stakeholders.

RACI charts

The ____________________ allocates work to responsible and performing organizations, teams, or individuals, depending on the desired level of detail.

RAM - responsibility assignment matrix - responsibility assignment matrix (RAM)

A(n) ____________________ or draft contract often provides the basis for defining and finalizing work requirements.

RFP - Request for Proposal - Request for Proposal (RFP)

____________________ is a relation of harmony, conformity, accord, or affinity.

Rapport

____ is based on an individual's personal charisma. a. Legitimate power c. Reward power b. Coercive power d. Referent power

Referent power

____ is a technique for resolving resource conflicts by delaying tasks. a. Resource loading c. Resource allocation b. Resource leveling d. Resource requesting

Resource leveling

____ refers to the amount of individual resources an existing schedule requires during specific time periods. a. Resource loading c. Resource allocation b. Resource leveling d. Resource requesting

Resource loading

____ involves using incentives to induce people to do things. a. Legitimate power c. Reward power b. Coercive power d. Referent power

Reward power

____________________ 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)

Which of Covey's habits does Douglas Ross suggest differentiates good project managers from average or poor project managers? a. Think win/win b. Seek first to understand, then to be understood c. Begin with the end in mind d. Synergize

Seek first to understand, then to be understood

In the MBTI, the ____ dimension relates to the manner in which you gather information. a. Extrovert/Introvert c. Judgment/Perception b. Thinking/Feeling d. Sensation/Intuition

Sensation/Intuition

____________________ 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 responsible for managing the subprojects into which a large project might be divided.

Subproject managers

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

Synergy

____________________ are the screens and reports the system generates.

System outputs

The ____________________ is a tool to measure the individual needs of different people using McClelland's categories.

TAT - Thematic Apperception Test - Thematic Apperception Test (TAT)

People who believe in ____ assume that the average worker wants to be directed and prefers to avoid responsibility. a. Theory W c. Theory Y b. Theory X d. Theory Z

Theory X

Managers who believe in McGregor's ____________________ assume that individuals do not inherently dislike work, but consider it as natural as play or rest.

Theory Y

____ emphasizes things such as job rotation, broadening of skills, generalization versus specialization, and the need for continuous training of workers. a. Theory W c. Theory Y b. Theory X d. Theory Z

Theory Z

Quality planning implies the ability to anticipate situations and prepare actions that bring about the desired outcome.

True

Resource leveling results in fewer problems for project personnel and accounting departments.

True

Schedules tend to focus primarily on time rather than on both time and resources.

True

Testing needs to be done during almost every phase of the systems development life cycle.

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

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

According to Thamhain and Wilemon, ____ is the legitimate hierarchical right to issue orders. a. authority c. expertise b. assignment d. promotion

authority

Sample size = 0.25 * (____________________/acceptable error)2

certainty factor

The ____________________ means taking responsibility for failures or not meeting quality expectations.

cost of nonconformance

A(n) ____ is any instance where the product or service fails to meet customer requirements. a. defect c. error b. failure d. recall

defect

Only after meeting ____________________ needs can individuals act upon growth needs.

deficiency

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

The first step in the framework for defining and assigning work is ____. a. defining how the work will be accomplished b. breaking down the work into manageable elements c. finalizing the project requirements d. assigning work responsibilities

finalizing the project requirements

If organizations want to be successful at implementing information technology projects, they need to understand the importance of project ____________________ and take actions to make effective use of people.

human resource management

The ____________________ often includes an organizational chart for the project, detailed information on roles and responsibilities, and a staffing management plan.

human resource plan

Many project managers keep a(n) ____________________ to document, monitor, and track issues that need to be resolved for the project team to work effectively.

issue log

Resource ____________________ aims to minimize period-by-period variations in resource loading by shifting tasks within their slack allowances.

leveling

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

Examples of common ____________________ include failure rates of products produced, availability of goods and services, and customer satisfaction ratings.

metrics

Psychosocial issues that affect how people work and how well they work include ____________________, influence and power, and effectiveness.

motivation

Herzberg called factors that cause job satisfaction ____________________.

motivators

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

In the Tuckman model, ____ occurs when the emphasis is on reaching the team goals, rather than working on team process. a. performing c. forming b. norming d. storming

performing

Covey, like Maslow, believes that people have the ability to be ____________________ and choose their responses to different situations.

proactive

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

According to Thamhain and Wilemon, ____ is the ability to improve a worker's position. a. authority c. expertise b. assignment d. promotion

promotion

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

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

A(n) ____ is a column chart that shows the number of resources assigned to a project over time. a. responsibility assignment matrix c. RACI charts b. resource histogram d. organizational breakdown structure

resource histogram

Watts S. Humphrey defines a(n) ____________________ as anything that must be changed before delivery of the program.

software defect

In the Tuckman model, ____ occurs as team members have different opinions as to how the team should operate. a. performing c. forming b. norming d. storming

storming

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

____ is at the top of Maslow's structure. a. Esteem c. Physiological b. Self-actualization d. Social

Self-actualization

Thamhain and Wilemon found that when project managers used work challenge and expertise to influence people, projects were more likely to succeed.

True

The first dimension of psychological type in the MBTI signifies whether people draw their energy from other people (extroverts) or from inside themselves (introverts).

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

Using Six Sigma principles is an organization-wide commitment.

True

Project quality management involves ____ main processes. a. two c. four b. three d. five

three

The ____ ultimately decides if quality is acceptable. a. project team c. project manager b. CEO d. customer

customer

The bottom four needs in Maslow's structure are referred to as ____ needs. a. self-actualization c. safety b. deficiency d. growth

deficiency

The main outputs of ____ process are team performance assessments and enterprise environmental factors update. a. managing the project team c. developing the project team b. acquiring the project team d. human resource planning

developing the project team

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

Human resource management includes ____ processes. a. three c. five b. four d. six

four

____ is best known for developing a hierarchy of needs. a. Frederick Herzberg c. Abraham Maslow b. David McClelland d. Douglas McGregor

Abraham Maslow

____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

____ 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

A staffing management plan describes when and how people will be added to and taken off the project team.

True

As the job market changes, people should upgrade their skills to remain marketable and flexible.

True

Expectations can vary based on an organization's culture or geographic region.

True

If products are accepted, they are considered to be validated deliverables.

True

____ 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

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

People who believe in Theory Y assume that workers dislike and avoid work if possible, so managers must use coercion, threats, and various control schemes to get workers to make adequate efforts to meet objectives.

False

Project managers do not need to continually assess their team's performance.

False

____ 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

____ 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

Modern quality management requires customer satisfaction, prefers prevention to inspection, and recognizes management responsibility for quality.

True

At the bottom of Maslow's structure are ____ needs. a. esteem c. physiological b. self-actualization d. social

physiological

Hiring managers say interpersonal skills are the least important soft skill for information technology workers.

False

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

Legitimate power involves using personal knowledge and expertise to get people to change their behavior.

False

Project managers should limit the size of work teams to eight to ten members.

False

____ found that people were motivated to work mostly by feelings of personal achievement and recognition. a. Maslow c. McClelland b. McGregor d. Herzberg

Herzberg

____ is the ability of a product or service to perform as expected under normal conditions. a. Reliability c. Maintainability b. Performance d. Functionality

Reliability

People with a high need for ____ desire harmonious relationships with other people and need to feel accepted by others. a. affiliation c. power b. money d. achievement

affiliation

Assignment, budget, promotion, money, and penalty influence bases are automatically available to project managers as part of their position.

False

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

DeMarco and Lister found direct correlations between productivity and programming language, years of experience, and salary.

False

The term sigma means median.

False

When an information system does not function correctly, it is generally a slight inconvenience.

False

Quality is a lower priority than project scope, time, and cost.

False

____ involves identifying and documenting project roles, responsibilities, and reporting relationships. a. Developing the human resource plan c. Acquiring the project team b. Developing the project team d. Managing the project team

Developing the human resource plan

____ is best known for distinguishing between motivational factors and hygiene factors when considering motivation in work settings. a. Frederick Herzberg c. Abraham Maslow b. David McClelland d. Douglas McGregor

Frederick Herzberg

ISO 9000 provides minimum requirements needed for an organization to meet its quality certification standards.

True

If a certain resource is overallocated, the project manager can change the schedule to remove resource overallocation.

True

If companies plan their projects well, they can avoid the need for overtime, or they can make it clear that overtime is optional.

True

People who need personal ____ want to direct others and can be seen as bossy. a. affiliation c. power b. advancement d. achievement

achievement

People with a high need for ____ seek to excel and tend to avoid both low-risk and high-risk situations to improve their chances for achieving something worthwhile. a. affiliation c. power b. money d. achievement

achievement

Key outputs of ____ process are project staff assignments, resource calendars, and project management plan updates. a. managing the project team c. developing the project team b. acquiring the project team d. developing the human resource plan

acquiring the project team

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

The quality planning process involves taking responsibility for quality throughout the project's life cycle.

False

To obtain valid statistics, it is important to study every member of a population.

False

When resources are used on a more constant basis, they require more management.

False

Maslow suggests that each level of the hierarchy of needs is not necessarily a prerequisite for the levels above.

False

Most information technology products can reach 100 percent reliability.

False

Abraham Maslow, a highly respected psychologist, rejected the dehumanizing negativism of psychology in the ____. a. 1940s c. 1960s b. 1950s d. 1970s

1950s

Smaller information technology projects usually have deputy project managers or subproject managers.

False

____ involves getting the needed personnel assigned to and working on the project. a. Developing the human resource plan c. Acquiring the project team b. Developing the project team d. Managing the project team

Acquiring the project team

Team-building skills are often not a challenge for many project managers.

False

The global job market for information technology workers is contracting.

False

____ proposed that an individual's specific needs are acquired or learned over time and shaped by life experiences. a. Frederick Herzberg c. Abraham Maslow b. David McClelland d. Douglas McGregor

David McClelland

____ involves building individual and group skills to enhance project performance. a. Developing the human resource plan c. Acquiring the project team b. Developing the project team d. Managing the project team

Developing the project team

A RAM should only be used to assign detailed work activities.

False

A responsibility assignment matrix (RAM) is a matrix that maps the work of the project as described in the OBS to the people responsible for performing the work as described in the WBS.

False

According to Herzberg, hygiene factors such as larger salaries, more supervision, or a more attractive work environment would motivate workers to do more if present.

False

All of the Six Sigma principles are brand new.

False

Design of experiments cannot be applied to project management issues such as cost and schedule trade-offs.

False

Extrinsic motivation causes people to participate in an activity for their own enjoyment.

False

____ are the system's special characteristics that appeal to users. a. Features c. Properties b. System outputs d. Functions

Features

____ is the degree to which a system performs its intended function. a. Reliability c. Maintainability b. Performance d. Functionality

Functionality

____ addresses the ease of performing maintenance on a product. a. Reliability c. Maintainability b. Performance d. Functionality

Maintainability

____ involves tracking team member performance, motivating team members, providing timely feedback, resolving issues and conflicts, and coordinating changes to help enhance project performance. a. Developing the human resource plan c. Acquiring the project team b. Developing the project team d. Managing the project team

Managing the project team

____ addresses how well a product or service performs the customer's intended use. a. Reliability c. Maintainability b. Performance d. Functionality

Performance

____ 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

____ 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

It is important to clarify what functions and features the system must perform, and what functions and features are optional.

True

Many highly qualified information technology workers lost their jobs in the past few years.

True

Many quality experts believe the main cause of quality problems is the lack of leadership.

True

Maslow's hierarchy of needs states that people's behaviors are guided or motivated by a sequence of needs.

True

Minimizing defects does not matter if an organization is making a product that no one wants to buy.

True

Most people simply accept poor quality from many information technology products.

True

Most project managers agree that managing human resources effectively is one of the toughest challenges they face.

True

One innovative approach to hiring and retaining information technology staff is to offer existing employees incentives for helping recruit and retain personnel.

True

People who need institutional power or social power want to organize others to further the goals of the organization.

True

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

True

Project managers often do not have control over project staff who report to them.

True

Project managers often recommend that people take specific training courses to improve individual and team development.

True

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

The highest level of needs in Maslow's structure is referred to as a ____ need. a. deficiency c. safety b. growth d. physiological

growth

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