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PMBOK > Chapter 8 > Flashcards

Chapter 8 Flashcards

1
Q

what is Project Quality Management?

A
  • processes and activities that determine quality policies, objectives and responsibilities to satisfy project needs
  • implements the quality management system through policy and procedures with continuous process improvement activities conducted throughout
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2
Q

what are the processes in Project Quality Management?

A
  1. 1 plan quality
  2. 2 perform quality assurance
  3. 3 perform quality control
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3
Q

does Project Quality Management apply to both the management of the project and the product of the project?

A
  • yes, applies to all projects, regardless of the nature of their product
  • product quality measures and techniques are specific to the type of product produced by the project
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4
Q

what is the consequence of failing to meet product/project quality requirements?

A
  • negative consequences for any/all project stakeholders
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5
Q

what is the difference between quality and grade?

A
  • quality is the degree to which a set of inherent characteristics fulfill requirements
  • grade is a category assigned to products/services having the same functional use but different technical characteristics
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6
Q

what’s the difference between low quality and low grade?

A
  • low quality that doesn’t meet quality requirements is always a problem; low grade may not be
  • PM and the team have to manage tradeoffs involved to deliver required levels of quality and grade
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7
Q

what is the difference between precision and accuracy?

A
  • precision means values of repeated measurements are clustered with little scatter
  • accuracy means the measured value is very close to the true value
  • pm team must determine appropriate levels of both
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8
Q

what is the approach to quality management used by PMBOK?

A
  • compatible with the International Organization for Standardization (ISO)
  • compatable with proprietary and non-proprietary approaches (ex. TQM, six sigma, failure mode and effect analysis, voice of the customer, etc.
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9
Q

what is customer satisfaction?

A
  • understanding, evaluating, defining and managing expectations so that customer requirements are met
  • requires a combination of conformance to requirements (ensure project produces what it was created to produce) and fitness for use (product/service satisfies real needs)
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10
Q

what is prevention over inspection?

A
  • a fundamental tenet of modern quality management which states that quality is planned, designed, and built in, not inspected in
  • cost of preventing mistakes is lower than the cost of correcting them when found by inspection
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11
Q

what are important elements of quality management?

A
  • customer satisfaction
  • prevention over inspection
  • continuous improvement
  • management responsibility
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12
Q

what is continuous improvement?

A
  • plan-do-check-act cycle and initiatives undertaken to improve the quality of the project’s management and the project’s product
  • ex. TQM, Six Sigma, Malcolm Baldrige, Organizational Project Management Maturity Model (OPM3), Capability Maturity Model Integrated (CMMI)
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13
Q

what is management responsibility?

A
  • success requires participation of all members of the project team, but remains the responsibility of management to provide the resources needed to succeed
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14
Q

what is Cost of quality (COQ)?

A
  • total cost of all efforts related to quality throughout the product life cycle
  • product quality improvement, especially defect prevention and appraisal, can reduce the external cost of quality
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15
Q

what is the Plan Quality process?

A
  • process of identifying quality requirements and/or standards for the project and product, and documenting how the project will demonstrate compliance
  • performed in parallel with other project planning processes
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16
Q

what are the inputs to the Plan Quality process?

A
  1. scope baseline
  2. stakeholder register
  3. cost performance baseline
  4. schedule baseline
  5. risk register
  6. enterprise environmental factors
  7. organizational process assets
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17
Q

what are the tools and techniques used in Plan Quality process?

A
  1. cost-benefit analysis
  2. cost of quality
  3. control charts
  4. benchmarking
  5. design of experiments
  6. statistical sampling
  7. flowcharting
  8. proprietary quality management methodologies
  9. additional quality planning tools
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18
Q

what are the outputs of the Plan Quality process?

A
  1. quality management plan
  2. quality metrics
  3. quality checklists
  4. process improvement plan
  5. project document updates
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19
Q

what aspects of the scope baseline serves as an input in the Plan Quality process?

A
  • scope baseline consists of scope statement, WBS and WBS dictionary
  • product scope description within scope statement will often contain details of technical issues and other concerns that can affect quality planning
  • acceptance criteria can affect quality costs
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20
Q

how does the stakeholder register serve as an input to the Plan Quality process?

A
  • identifies stakeholders with a particular interest in or impact on quality
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21
Q

how does the cost performance baseline serve as an input to the Plan Quality process?

A
  • documents the accepted time phase used to measure cost performance
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22
Q

how does the schedule baseline serve as an input to the Plan Quality process?

A
  • documents the accepted schedule performance meaures including start and finish dates
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23
Q

how does the risk register serve as an input to the Plan Quality process?

A
  • contains info on threats and opportunities that may impact quality requirements
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24
Q

how do enterprise environmental factors serve as an input to the Plan Quality process?

A

factors that influence the Plan Quality process include

  • governmental agency regulations
  • rules, standards, and guidelines
  • working/operating conditions of the project/product
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25
Q

how do organizational process assets serve as an input to the Plan Quality process?

A

assets that may influence process include

  • organizational quality policies, procedures and guidelines
  • historical databases
  • lessons learned
  • quality policy, which sets the intended direction of the org with regards to quality
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26
Q

how does a cost-benefit analysis help with quality?

A
  • meeting quality requirements can result in less rework, higher productivity, lower costs and increased stakeholder satisfaction
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27
Q

what is cost of quality?

A

all costs incurred over the life of the product by investing in:

  • preventing nonconformance to requirements
  • appraising conformance to requirements
  • failing to meet requirements (rework)
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28
Q

what are failure costs?

A
  • cost of poor quality

- categorized as internal (found by the project) and external (found by the customer)

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29
Q

what is the cost of conformance?

A
  • money spent during the project to avoid failures
  • can include prevention costs (build a quality product) like training, document processes, equipment and time to do it right
  • can include appraisal costs (assess the quality) like testing, destructive testing loss and inspections
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30
Q

what is the cost of nonconformance?

A
  • money spent during and after the project because of failures
  • can include internal failure costs (failures found by the project) like rework and scrap
  • can include external failure costs (failures found by the customer) like liabilities, warranty work and lost business
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31
Q

what are control charts?

A
  • used to determine whether or not a process is stable or has predictable performance
  • “is this proces variance within acceptable limits?”
  • can reveal random fluctuations, sudden jumps or gradual trends
  • upper and lower specification limits are based on contract requirements and reflect max and min values allowed
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32
Q

what are upper and lower control limits of control charts and who sets them?

A
  • set by the project manager and appropriate stakeholders to reflect the points where corrective action will be taken to prevent exceeding specification limits
  • for repetitive processes, control limits are +/- 3 sigma
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33
Q

when is a process considered out of control?

A
  • when a data point exceeds a control limit or if 7 consecutive points are above or below the mean
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34
Q

what are control charts used to monitor?

A
  • types of outputs with repetitive activities (ex producing manufactured lots)
  • cost and schedule variances
  • volume
  • frequency of scope changes
  • other management results to determine if PM processes are in control
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35
Q

what is benchmarking?

A
  • comparing actual or planned project practices to those of comparable projects to identify best practices, generate ideas for improvement and provide a basis for measuring performance
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36
Q

what is design of experiments (DOE)?

A
  • statistical method for identifying which factors may influence specific variables of a product or process under development or in production
  • used during the Plan Quality process to determine the number and types of tests and their impact on cost of quality
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37
Q

how does DOE help with the optimization of products/processes?

A
  • used to reduce the sensitivity of product performance to sources of variations caused by environmental or manufacturing differences
  • provides a statistical framework for systematically changing all of the important factors instead of changing just one factor at a time
  • provides optimal conditions for the product/process, highlights the factors that influence the results, and reveals the interactions and synergies among factors
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38
Q

what is statistical sampling?

A
  • choosing part of a population of interest for inspection

- sample frequency and sizes should be determined during the Plan Quality process

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39
Q

what is flowcharting and how is it helpful during quality planning?

A
  • graphical representation of a process showing the relationship among process steps
  • shows activities, decision points and the order of processing
  • helps the project team anticipate quality problems that might occur
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40
Q

what are some examples of quality management methodologies?

A
  • six sigma, lean six sigma, quality function deployment, CMMI, etc.
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41
Q

what is a force field analysis?

A

diagrams of the forces for and against change

42
Q

what are nominal group techniques

A
  • ideas brainstormed in small groups then reviewed by a larger group
43
Q

what are matrix diagrams?

A
  • includes 2, 3 or 4 groups of information and shows relationships between factors, causes and objectives

(a table)

44
Q

what are prioritization matrices?

A
  • provide a way of ranking a diverse set of problems and/or issues by their importance
45
Q

quality management plan

A
  • describes how the project management team will implement the quality policy.
  • includes quality control, quality assurance, and continuous process improvement approaches for the project
  • a part of the project management plan
  • style, detail, length depends on the requirements of the project
  • should be reviewed early to ensure decisions are based on accurate information. this reduces cost & schedule overruns caused by rework
46
Q

what are quality metrics?

A
  • operational definition that describes in very specific terms, a project/product attribute and how the quality control process will measure it
  • has an actual value for measurement
  • has tolerance which defines the allowable variation (ex. +/- 10%)
47
Q

what proceses use quality metrics

A
  • used in quality assurance and quality control processes
48
Q

what are some examples of quality metrics?

A
  • ex. on-time performance, budget control, defect frequency, failure rate, availability, reliability, test coverage
49
Q

what are quality checklists?

A
  • structured tol used to verify that a set of required steps have been performed
  • ensures consistency in frequently performed tasks
  • used in the quality control process
50
Q

what is the process improvement plan?

A
  • a part of the project management plan that details steps for analyzing processes to identify activities that enhance their value
  • looks at process boundaries, process configuration, process metrics and targets for improved performance
51
Q

what are process boundaries?

A
  • describes the purpose of processes, their start and end, their inputs/outputs, the data required, the owner, and the stakeholders
  • something to consider when looking at the process improvement plan
52
Q

what is the process configuration?

A
  • graphic depiction of processes, with interfaces identified, used to facilitate analysis
  • something to consider when looking at the process improvement plan
53
Q

what are process metrics?

A
  • allows analysis of process efficiency

- something to consider when looking at the process improvement plan

54
Q

what are targets for improved performance?

A
  • guides the process improvement activities

- something to consider when looking at the process improvement plan

55
Q

what project document updates may be made after the Plan Quality process?

A

updates to

  • stakeholder register
  • responsibility assignment matrix
56
Q

what is Perform Quality Assurance?

A
  • process of auditing quality requirements and results from quality control measurements to ensure appropriate quality standards and operational definitions are used
  • execution process that uses data created during Perform Quality Control (8.3)
57
Q

who oversees quality assurance activities?

A
  • a quality assurance department
  • provides quality assurance to the team, management, customer/sponsor and other stakeholders not actively involved in the work of the project
58
Q

what is continuous process improvement?

A
  • iterative means for improving quality of all processes by reducing waste and eliminating activities that don’t add value
59
Q

what are the inputs to Perform Quality Assurance?

A
  1. 2.1 project management plan
  2. 2.2 quality metrics
  3. 2.3 work performance information
  4. 2.4 quality control measurements
60
Q

what are the tools and techniques used in the Perform Quality Assurance process?

A

1 plan quality and perform quality control tools & techniques

  1. quality audits
  2. process analysis
61
Q

what are the outputs of Perform Quality Assurance process?

A
  1. organizational process asset updates
  2. change requests
  3. project management plan updates
  4. project document updates
62
Q

what parts of the project management plan contains information used to assure quality?

A
  • quality management plan - describes how quality assurance will be performed in the project
  • process improvement plan - details steps for analyzing processes to identify activities which enhance their value
63
Q

what work performance information are inputs into the Perform Quality Assurance process?

A
  • performance results which support the process include but are not limited to:
  • technical performance measures
  • project deliverables status
  • schedule process
  • costs incurred
64
Q

what are quality control measurements?

A
  • results of quality control activities used to analyze and evaluate the quality standards and processes of the performing organization
65
Q

what are quality audits?

A
  • a structured, independent review to determine whether project activities comply with organizational and project policies, processes and procedures
66
Q

what are the objectives of a quality audit?

A
  • identify all the good/best practices being implemented
  • identify all the gaps/shortcomings
  • share good practices in similar projects in the org/industry
  • proactively offer assistance to improve implementation of process to increase productivity
  • highlight contributions of each audit in the lessons learned repository
67
Q

what are the outcomes of a quality audit?

A
  • deficiencies corrected should reduce cost of quality and increase sponsor/customer acceptance of the project’s product
  • can confirm the implementation of approved change requests including corrective actions, defect repairs and preventive actions
68
Q

what is a process analysis?

A
  • follows the steps outlined in the process improvement plan to identify needed improvements
  • examines problems experienced, constraints experienced and non-value-added activities identified during process operation
  • includes root cause analysis to discover underlying causes to a problem and develop preventive actions
69
Q

what organizational process assets updates might be made after the Perform Quality Assurance process?

A
  • updates to the quality standards
70
Q

what change requests might be made after the Perform Quality Assurance process?

A
  • change requests to increase effectiveness and/or efficiency of the policies, processes and procedures
  • created and used as input into the Perform Integrated Change Control process
  • creates corrective action, preventive action or perform defect repair
71
Q

what project management plan updates might be made after the Perform Quality Assurance process?

A
  • updates to the quality management plan, schedule management plan and cost management plan
72
Q

what project document updates may be made after the Perform Quality Assurance process?

A
  • updates to quality audits reports, training plans and process documentation
73
Q

what is the Perform Quality Control process?

A
  • monitoring and recording results of executing the quality activities to assess performance and recommend necessary changes
  • performed throughout the project
  • quality standards include project processes and product goals
  • project results include deliverables and project management results like cost and schedule performance
74
Q

who performs quality control?

A
  • quality control department
75
Q

what do quality control activities do?

A
  • identify causes of poor process or product quality and recommend and/or take action to eliminate them
76
Q

prevention vs inspection?

A
  • prevention keeps errors out of the process

- inspection keeps errors out of the hands of the customer

77
Q

attribute sampling vs variables sampling?

A
  • in attribute sampling, the result either conforms or does not conform
  • in variables sampling the result is rated on a continuous scale that measures the degree of conformity
78
Q

tolerances vs control limits

A
  • tolerances are specified ranges of acceptable results

- control limits are thresholds which can indicate whether the process is out of control

79
Q

what are the inputs to Perform Quality Control?

A
  1. project management plan
  2. quality metrics
  3. quality checklists
  4. work performance measurements
  5. approved change requests
  6. deliverables
  7. organizational process assets
80
Q

what are the tools & techniques of Perform Quality Control?

A
  1. cause & effect diagrams
  2. control charts
  3. flowcharting
  4. histogram
  5. pareto chart
  6. run chart
  7. scatter diagram
  8. statistical sampling
  9. inspection
  10. approved change requests review
81
Q

what are the outputs of Perform Quality Control?

A
  1. quality control measurements
  2. validated changes
  3. validated deliverables
  4. organizational process assets updates
  5. change requests
  6. project management plan updates
  7. project document updates
82
Q

what part of the project management plan is used as an input to Perform Quality Control?

A
  • the quality management plan is used ton control quality. describes how quality control will be performed within the project
83
Q

what work performance measurements are used in Perform Quality Control?

A

metrics such as

  • planned vs actual technical performance
  • planned vs actual schedule performance
  • planned vs actual cost performance
84
Q

how are approved change requests used in perform Quality Control?

A
  • they’re part of the Perform Integrated Change Control process and a change control status update will indicate that some changes are approved and some are not
85
Q

what organizational process assets can influence the Perform Quality Control process?

A
  • quality standards and policies
  • standard work guidelines
  • issue and defect reporting procedures and communication policies
86
Q

what are Ishikawa’s 7 basic tools of quality?

A
  1. cause and effect diagrams
  2. control charts
  3. flowcharting
  4. histogram
  5. pareto chart
  6. run chart
  7. scatter diagram
87
Q

what are cause & effect diagrams?

A
  • illustrate how various factors might be linked to potential problems or effects by continuously asking why & how
  • also called Ishikawa diagrams or fishbone diagrams
88
Q

how is flowcharting used in Perform Quality Control?

A
  • used to determine a failing process step(s) and identify potential process improvement opportunities
89
Q

what is a histogram?

A
  • vertical bar chart that shows how often a particular variable state occurred
  • illustrates the most common cause of problems in a process by the number and relative height of the bars
90
Q

what is a pareto chart/diagram?

A
  • specific type of histogram ordered by frequency of occurrence
  • shows how many defects were generated by type or category of identified cause and ranks them by number of defects
  • should address the causes creating the greatest number of defects first
91
Q

what is Pareto’s law?

A
  • relatively small number of causes typically produces a majority of the problems/defects
  • 80/20 principle (80% of problems due to 20% of causes)
92
Q

what is a run chart?

A
  • similar to a control chart but with out displayed limits
  • shows the history and pattern of variation, showing trends and variations over time
  • trend analysis is done to monitor technical performance (# of errors/defects identified and how many remain uncorrected) and cost & schedule performance (# of activities/period completed with significant variances)
93
Q

what is a scatter diagram?

A
  • shows the relationship between 2 variables to study and identify possible relationship between the changes observed in 2 variables
94
Q

what is inspection?

A
  • examination of work to determine if it conforms to documented standards
  • can be conducted at any level
  • also called reviews, peer reviews, audits or walkthroughs
  • can be used to validate defect repairs
95
Q

what is Approved Change Requests Review,

A
  • tool & technique of the Perform Quality Control process

- approved change requests should be reviewed to verify that they were implemented as approved

96
Q

what are quality control measurements?

A
  • documented results of quality control activities in the format specified during quality planning?
97
Q

what are validated changes?

A
  • changed or repaired items are inspected and accepted/rejected before notification fo the decision is provided. rejected items may require rework
98
Q

what are validated deliverables?

A
  • result of the execution quality control processes

- become an input to Verify Scope for formalized acceptance

99
Q

what organizational process updates are done during the Perform Quality Control process?

A
  • completed checklists (become part of the project’s records)
  • lessons learned documentation (causes of variances, reasoning behind corrective action, and other lessons are documented so they become part of the project & organizational history
100
Q

what project management updates might be done after the Perform Quality Control process?

A
  • updates to the quality management plan and the process improvement plan
101
Q

what project documents may be updated after the Perform Quality Control process?

A
  • quality standards

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