Ch7 Flashcards
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
Other experts define _________ based on conformance to requirements and fitness for use.
quality
________________ means the project’s processes and products meet written specifications.
Conformance to requirements
___________means a product can be used as it was intended.
Fitness for use
T/F: Quality must be viewed on different levels with project scope, time, and cost.
F: on equal level
Fact: If a project’s stakeholders are not satisfied with the quality of how the project was managed or the resulting products of the project, the project team will need to make adjustments to scope, time, and cost to satisfy stakeholders needs and expectations.
T/F: the customer ultimately decides if quality is acceptable.
T
Modern quality management
requires customer satisfaction prefers prevention to inspection recognizes management responsibility for quality
________ was famous for his work in rebuilding Japan
and his 14 points
Deming
_______ wrote the Quality Control Handbook and 10
steps to quality improvement
Juran
________ wrote Quality is Free and suggested that
organizations strive for zero defects
Crosby
_________ developed the concept of quality circles and
using fishbone diagrams
Ishikawa
_________ developed methods for optimizing the
process of engineering experimentation
Taguchi
_________ developed the concept of total quality
control
Feigenbaum
ISO 9000, a quality system standard developed by the ISO, is a three-part:
continuous cycle of planning, controlling, and documenting quality in an organization.
Fact: The ISO, based in Geneva, Switzerland, is a consortium of approximately one hundred industrial nations.
T/F: ISO 9000 provides maximum requirements needed for an organization to meet their quality certification standards.
F: minimum requirements
__________ includes identifying which quality standards are relevant to the project and how to satisfy them.
Quality Planning
______________ involves periodically evaluating overall project performance to ensure the project will satisfy the relevant quality standards. The quality assurance process involves taking responsibility for quality during the project as well as at the end of the project.
Quality Assurance
______________ involves monitoring specific project results to ensure that they comply with the relevant quality standards. This process is performed with the technical tools and techniques such as Pareto charts, quality control charts, and statistical sampling.
Quality Control
Project Quality Management Processes
Quality Planning
Quality Assurance
Quality Control
In ______________, it is important to identify relevant standards for each unique project and to design quality into the products and the processes involved in managing the project.
project quality planning
________________ is a quality technique that helps identify which variables have the most influence on the overall outcome of a process.
Design of experiments
This is a very important part of quality planning.
Design of experiments
For example, computer chip designers might want to determine which combination of materials and equipment will produce the most reliable chips at a reasonable cost.
Design of experiments
T/F: In quality planning for projects, it is important to describe important factors that directly contribute to meeting the customer’s requirements.
T
The inputs to quality planning
- Organizational policies related to quality
- The particular project scope statement and product descriptions
- Related standards and regulations.
The outputs of quality planning
- Quality management plan
- Checklists for ensuring quality throughout the project life cycle.
T/F: It is often easier for customers to explain exactly what they want in an information technology project.
F: difficult for customers…
Important aspects of Information technology projects that affect quality include
-functionality and features;
-system outputs;
-performance;
-reliability
-maintainability.
___________ is the degree to which a system performs its intended function.
Functionality
____________ are the special characteristics that appeal (or important) to users.
Features
Fact: It is important to clarify what business functions and features the system must perform, and what functions and features are optional.
_________________ are the screens and reports the system generates.
System outputs
___________ addresses how well a product or service performs the customer’s intended use. In order to design a system with high quality performance, project stakeholders must address many issues.
Performance
For example:
•What volumes of data and transactions should the system be capable of handling?
•How many simultaneous users should the system be designed to handle?
•What is the projected growth rate in the number of users?
•What type of equipment must the system run on?
• How fast must the response time be for different aspects of the system under different circumstances?
Performance
__________ is the ability of a product or service to perform as expected under normal conditions without unacceptable failures.
Reliability
______________ addresses the ease of performing maintenance on a product.
Maintainability
T/F: Most information technology products cannot reach 100 percent reliability, but stakeholders must define what their expectations are.
T
_____________includes all of the activities related to satisfying the relevant quality standards for a project.
Quality assurance
Another goal of quality assurance is
continual quality improvement.
One of the main tools and techniques for quality assurance is a quality audit.
quality audit.
___________are structured reviews of specific quality management activities that help identify lessons learned that can improve performance on current or future projects.
quality audit.
Fact: Many people think of quality control when they think of quality management. Perhaps it is because there are many popular tools and techniques in this area.
Although one of the main goals of quality control is also to improve quality, the main outputs of this process are
acceptance decisions, rework, and process adjustments.
________________ determine if the products or services produced as part of the project will be accepted or rejected. If project stakeholders reject some of the products or services produced as part of the project, there must be rework.
Acceptance decisions
____________ is action taken to bring rejected items into compliance with product requirements of specifications or other stakeholder expectations. Rework can be very expensive, so the project manager must strive to do a good job of quality planning, and assurance to avoid this need.
Rework
_____________ correct or prevent further quality problems based on quality control managements.
Process adjustments
Many general tools and techniques are used for quality control. Some of them are:
•Pareto Analysis,
•Statistical Sampling, and
•Quality Control Charts.
_________ involves identifying the vital few contributors that account for most problems in a system.
Pareto analysis
Fact: In Pareto analysis,
It is sometimes referred to as the 80-20 rule, meaning that 80 percent of problems are often due to 20 percent of the causes.
T/F: The 80/20 Rule means that in anything a few (20 percent) are vital and many(80 percent) are trivial.
T
Slid21
______________ are histograms that help identify and prioritize problem areas. (Slid 22,23)
Pareto diagrams
Fact: Members of project team who focus on quality control must have a strong understanding of statistics, but other project team members need to understand only basic concepts.
concepts include statistical sampling
certainty factor, standard deviation, and variability.
T/F: Standard deviation and variability are fundamental concepts for quality control charts.
T
Fact: Statistical sampling It involves choosing part of a population of interest for inspection.
Example in slid 26 for Statistical sampling
The Sample Size: The size of the sample depends on how representative you want the sample to be. A simple formula for determining sample size is:
Sample size= 0.25 x (certainty factor/acceptable error)2
The ______________denotes how certain you want to be that the data sampled will not include variations that do not naturally exist in the population.
certainty factor
Slid 28,29
______________ which measures how much variation exists in a distribution of data.
Standard Deviation
A _________ standard deviation means that data cluster closely around the middle of a distribution and there is little variability among the data.
small
A ________ standard deviation means that data are spread out around the middle of the distribution and there is relatively greater variability.
large
The Greek symbol σ (sigma) is used to represent _______
standard deviation.
Slid31,32,33
T/F: Standard deviation is not important in quality control because it is a key factor in determining the acceptable number of defective units.
F : is important
Fact: Some companies, such as Motorola, GE, and Polaroid, are setting high quality standards by using six sigma (6σ).
A ___________ is a graphic display of data that illustrates the results of a process over time.
control chart
T/F: The main use of control charts is to prevent defects, rather than to detect or reject them.
T
Fact:
-Quality control charts allow you to determine whether a process is in control or out of control. If it is out of control you need to identify the problems and adjust the process to correct or eliminate them.
-Control charts are often used to monitor manufactured lots but they can be used to monitor the volume and frequency of change requests, errors in documents, cost and schedule variance, and other items related to project quality management.
Fact: Many information technology professionals think of testing as a stage that comes near the end of information technology product development.
-Instead of putting serious effort into proper planning, analysis, and design of information technology projects, some companies rely on testing needs to be done during almost every phase of the product development life cycle, not just before a product is shipped or handed over to the customer.
A ______ is done to test each individual component
(often a program) to ensure it is as defect free as
possible
unit test
_______________occurs between unit and system
testing to test functionally grouped components
Integration testing
_____________ tests the entire system as one entity
System testing
__________________ is an independent test
performed by the end user prior to accepting the
delivered system
User acceptance testing
Slid41
It is most important that top management be quality- minded.
Leadership
T/F: The main cause of quality problems is a lack of leadership.
T
T/F:A small percentage of quality problems are associated with management, not technical issues.
F: large percentage
Fact:
-senior management must take responsibility for creating, supporting, and promoting quality programs.
-When every employee understands and insists on producing high quality products, then senior management has done a good job in promoting the importance.
Fact: The cost of quality is the cost of conformance plus the cost of nonconformance.
____________ means delivering products that meet requirements and fitness for use.
Conformance
Examples of the cost of conformance are the costs associated with developing a quality plan, costs for analyzing and managing product requirements, and costs for testing.
The ________________means taking responsibility for failures or not meeting quality expectations.
cost of nonconformance
The five cost categories related to quality
Prevention cost
Appraisal cost
Internal failure cost
External failure cost
Measurement and testing equipment costs
_______________:The cost of planning and executing a project so that it is error-free or within an acceptable error range. Preventive actions such as training, detailed studies related to quality, and quality surveys of suppliers and subcontractors fall under this category.
Prevention cost:
______________: The cost of evaluating processes and their outputs to ensure that a project is error-free or within an acceptable range. Activities such as inspection and testing of products, maintenance of inspection and test equipment, and processing and reporting inspection data all contribute to appraisal costs of quality.
Appraisal cost
_______________: A cost incurred to correct an identified defect before the customer receives the product. Items like scrap and rework, charges related to late payment of bills, inventory costs that are direct result of defects, costs of engineering changes related to correcting a design error, and correcting documentation all contribute to internal failure cost.
Internal failure cost
_____________:A cost that relates to all errors not detected and corrected before delivery to the customer. Items such as warranty cost, field service personnel training cost, complaint handling, and future business losses are examples of external failure costs.
External failure cost:
_________________: The capital cost of equipment used to perform prevention and appraisal activities.
Measurement and testing equipment costs
