CHAPTER 7 Flashcards
The process of generating ideas for quality improvements by comparing specific project practices or product characteristics to those of other projects or products
Benchmarking
Fishbone or Ishikawa Diagrams
These diagrams can assist in ensuring and improving quality by finding root causes of quality problems
Cause and Effect Diagrams
The Conflict Handling mode where decision makers incorporate different viewpoints and insights to develop consensus and commitment.
Collaborating Mode
The conflict handling mode that involves directly facing a conflict using a problem-solving approach that allows affected parties to work through their disagreements
Confrontation Mode
The conflict handling mode that uses a give and take approach to resolve conflicts
Compromise Mode
The process of listening with the intent to understand by putting yourself in the shoes of the other person
Empathic Listening
Knowledge that can be easily explained using words, pictures, or numbers and is easy to communicate, store, an distribute
Explicit Knowledge
A motivation that causes people to do something for a reward or to avoid penalty
Extrinsic Motivation
The conflict handling mode that involves exerting one’s viewpoint at the potential expense of another viewpoint
Forcing Mode
The conformance to the ethical standards or values of a group
Groupthink
A motivation that causes people to participate in an activity for their own enjoyment
Intrinsic Motivation
A matter under question or dispute that could impede project success
Issue
A toll used to monitor, document, and track issues that need to be resolved for effective work to take place
Issue Log
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
Lean
A hierarchy that states that people’s behaviours are guided or motivated by a sequence of needs
Maslow’s Hierarchy of Needs
Maslow’s Hierarchy of Needs Levels
Physiological Safety Social Esteem Self-Actualization
The matching of certain behaviours to the other person
Mirroring
MTBI Tool
Myers-Briggs Type Indicator
A popular tool for determining personality preferences
When more resources than are available are assigned to perform work at a given time
Overallocation
Analyzing how a process works and determining improvements
Process Analysis
The activities related to satisfying the relevant quality standards for a project
Quality Assurance
A structured review of specific quality management activities that helps identify lessons learned, which could improve performance on current or future projects
Quality Audit
A relationship of harmony, conformity, accord, or affinity
Rapport
A technique for resolving resource conflicts by delaying tasks
Resource Levelling
The amount of individual resources an existing schedule required during specific time periods
Resource Loading
A list of the top three to five suppliers created to reduce the work involved in selecting a source
Short List
The conflict handling mode that de-emphasizes or avoids areas of difference and emphasizes areas of agreement
Smoothing Mode
The concept that the whole is equal to more than the sum of its parts
Synergy
Sometimes called informal knowledge, the type of knowledge is difficult to express and is highly personal
Tacit Knowledge
A model that describes five stages of team development
Tuckman Model
Tuckman Model Stages
Forming Storming Norming Performing Adjourning
The conflict handling mode that involves retreating or withdrawing from an actual or potential disagreement
Withdrawal Mode
Conflict Handling Modes
Collaborating Mode Confrontation Mode Compromise Mode Forcing Mode Smoothing Mode Withdrawal Mode
