CHAPTER 7

Question 1

The process of generating ideas for quality improvements by comparing specific project practices or product characteristics to those of other projects or products

Answer 1

Benchmarking

Question 2

Fishbone or Ishikawa Diagrams

These diagrams can assist in ensuring and improving quality by finding root causes of quality problems

Answer 2

Cause and Effect Diagrams

Question 3

The Conflict Handling mode where decision makers incorporate different viewpoints and insights to develop consensus and commitment.

Answer 3

Collaborating Mode

Question 4

The conflict handling mode that involves directly facing a conflict using a problem-solving approach that allows affected parties to work through their disagreements

Answer 4

Confrontation Mode

Question 5

The conflict handling mode that uses a give and take approach to resolve conflicts

Answer 5

Compromise Mode

Question 6

The process of listening with the intent to understand by putting yourself in the shoes of the other person

Answer 6

Empathic Listening

Question 7

Knowledge that can be easily explained using words, pictures, or numbers and is easy to communicate, store, an distribute

Answer 7

Explicit Knowledge

Question 8

A motivation that causes people to do something for a reward or to avoid penalty

Answer 8

Extrinsic Motivation

Question 9

The conflict handling mode that involves exerting one’s viewpoint at the potential expense of another viewpoint

Answer 9

Forcing Mode

Question 10

The conformance to the ethical standards or values of a group

Answer 10

Groupthink

Question 11

A motivation that causes people to participate in an activity for their own enjoyment

Answer 11

Intrinsic Motivation

Question 12

A matter under question or dispute that could impede project success

Answer 12

Issue

Question 13

A toll used to monitor, document, and track issues that need to be resolved for effective work to take place

Answer 13

Issue Log

Question 14

A system based on the Toyota production System to help improve results and efficiency by eliminating waste and reducing idle time and non value-added activities

Answer 14

Lean

Question 15

A hierarchy that states that people’s behaviours are guided or motivated by a sequence of needs

Answer 15

Maslow’s Hierarchy of Needs

Question 16

Maslow’s Hierarchy of Needs Levels

Answer 16

Physiological
Safety
Social
Esteem
Self-Actualization

Question 17

The matching of certain behaviours to the other person

Answer 17

Mirroring

Question 18

MTBI Tool

Answer 18

Myers-Briggs Type Indicator

A popular tool for determining personality preferences

Question 19

When more resources than are available are assigned to perform work at a given time

Answer 19

Overallocation

Question 20

Analyzing how a process works and determining improvements

Answer 20

Process Analysis

Question 21

The activities related to satisfying the relevant quality standards for a project

Answer 21

Quality Assurance

Question 22

A structured review of specific quality management activities that helps identify lessons learned, which could improve performance on current or future projects

Answer 22

Quality Audit

Question 23

A relationship of harmony, conformity, accord, or affinity

Answer 23

Rapport

Question 24

A technique for resolving resource conflicts by delaying tasks

Answer 24

Resource Levelling

Question 25

The amount of individual resources an existing schedule required during specific time periods

Answer 25

Resource Loading

Question 26

A list of the top three to five suppliers created to reduce the work involved in selecting a source

Answer 26

Short List

Question 27

The conflict handling mode that de-emphasizes or avoids areas of difference and emphasizes areas of agreement

Answer 27

Smoothing Mode

Question 28

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

Answer 28

Synergy

Question 29

Sometimes called informal knowledge, the type of knowledge is difficult to express and is highly personal

Answer 29

Tacit Knowledge

Question 30

A model that describes five stages of team development

Answer 30

Tuckman Model

Question 31

Tuckman Model Stages

Answer 31

``` Forming Storming Norming Performing Adjourning ```

Question 32

The conflict handling mode that involves retreating or withdrawing from an actual or potential disagreement

Answer 32

Withdrawal Mode

Question 33

Conflict Handling Modes

Answer 33

``` Collaborating Mode Confrontation Mode Compromise Mode Forcing Mode Smoothing Mode Withdrawal Mode ```