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CAPM > EIGHT - Quality Management > Flashcards

EIGHT - Quality Management Flashcards

1
Q

What is the definition of quality?

A

Quality is defined as the degree to which the project fulfills requirements. Quality means meeting requirements, not adding extras

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2
Q

In a change driven or adaptive environment, how does the PM capture quality requirements and acceptance criteria?

A

Through user stories

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3
Q

What are user stories?

A

A written summary that may include details such as the stakeholder’s role and what the stakeholder needs to achieve

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4
Q

What is grade?

A

Grade refers to a general category of classification of deliverable or resource that indicates common function, but varying technical specifications. Example, low-grade concrete.

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5
Q

What is the definition of Quality Management?

A

Includes creating and following organizational policies and procedures, applicable regulatory and industry standards, and tailoring them all to ensure the project needs the needs of the customer. It means ensuring the project is completed in compliance with the project requirements

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6
Q

What are the quality PMI-isms?

A

metrics must be determined before work begins;
PM must define quality management processes for the project and create plan for continually improving them;
PM should recommend improvements to the OPAs;
Quality should be checked before an activity or work package is completed;
Quality should be considered whenever there is a change to the project constraints;
PM must ensure quality processes and standards are adequate on a project to meet the quality requirements;
Some activities may be performed by a quality department

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7
Q

Additional Quality concepts

A

Gold Plating, Prevention over Inspection, Continuous Improvement, Just in Time (material orders. No/little inventory), Responsibility for Quality - PM has ultimate responsibility for quality of product of the project

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8
Q

What is Plan Quality Management (P)?

A

Process focuses on defining quality for the project, product, and project management, and planning how it will be achieved

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9
Q

What is Manage Quality (E)?

A

Focused on the work with a purpose to ensure the team is following organizational policies, standards, and processes as planned to produce the deliverables. PM also evaluates whether the quality management plan needs to be improved/modified.

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10
Q

What is Control Quality (M&C)?

A

Includes examining the actual deliverables produced on the project to ensure they are correct and meet the planned level of quality, evaluating variances, finding the source of problems, and recommending ways to address them

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11
Q

What are the objectives of the plan quality management (P) process?

A

To identify all relevant organizational or industry practices, standards, and requirements for the quality of the project, the product of the project, and the PM efforts, and then plan how to meet those quality standards and requirements.

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12
Q

What are inputs to Plan Quality Management?

A

PM Plan, Charter, Project Documents, EEFs, OPAs,

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13
Q

What are the tools and techniques of Plan Quality Management?

A

Data Gathering, Decision Making, Data Analysis (Cost-Benefit, Cost of Quality), Data Representation (Logical Data Models, Matrix Diagrams, Mind Mapping, Flow Charts), Test and Inspection Planning, Meetings

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14
Q

What is Data gathering used for in plan quality management?

A

To identify existing standards, processes, and metrics or create new ones. Data gathering can also be used to identify appropriate ways to measure quality

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15
Q

What does poor quality result in?

A

Increased costs, decreased profits, low morale, low customer satisfaction, increased risk, rework

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16
Q

What is Cost of Quality (COQ)?

A

Evaluating COQ means making sure the project is not spending too much to achieve a particular level of quality. Looks at what the costs of conformance and non-conformance to quality will be and create an appropriate balance

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17
Q

What are exmples of Cost of non-conformance?

A

Scrap, inventory costs, warranty costs, lost business, rework

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18
Q

What are examples of Cost of conformance?

A

Quality training, studies, measuring quality of interim deliverables, customer satisfaction surveys

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19
Q

The costs of conformance should be?

A

Lower than the costs of non-conformance

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20
Q

How can flowcharts be used in Plan quality management?

A

Flowcharts can help determine the cost of quality by mapping the expected monetary value of pursuing paths of conformance and non-conformance to quality

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21
Q

What else does Plan quality management include?

A

Includes determining how the team will confirm that the required level of quality has been achieved in the completed project deliverables, as well as how the deliverables will be evaluated for performance and reliability

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22
Q

What are the outputs of plan quality management?

A

Quality Management Plan, Quality Metrics, PM plan and project document updates

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23
Q

Quality Metrics

A

PM must know how the project is performing compared to what was planned, and be able to determine when to request changes. The only way to effectivly do this is to determine the metrics in advance. PM must plan what areas are important to measure and decide what variance range is acceptable.

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24
Q

What are some examples of quality metrics?

A

Number of changes, variance related to resource utilization, number of items that fail inspection, number of bugs found in a software

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25
Q

Who often handles Manage Quality (E)?

A

A group outside the project team, such as a quality department

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26
Q

What efforts do Manage Quality ensure?

A

Ensures that the project work, the processes followed, and the deliverables produced conform to the quality management plan

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27
Q

What questions does Manage Quality (E) answer?
The quality management plan along with an analysis of the measurements gathered in Control Quality help answer these questions

A

Are the quality requirements, organizational policies, and processes identified in the quality management plan giving us the results we intended?

Based on what we know, is the work we planned the right quality for this project and the customer requirements?

Are we following the procedures and processes as planned?

Can the processes and procedures be improved?

How can we increase efficiency and prevent problems?

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28
Q

What are the inputs to Manage Quality (E)?

A

Project Management Plan - Quality Management Plan

Project Documents - Quality Metrics, quality control measures, LL registers

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29
Q

What are the Tools and Tricks for Manage Quality (E)?

A

Data Representation - Affinity Diagrams, Flowcharts, Matrix Diagrams, Cause and Effect (Fishbone), Histograms, Scatter Diagrams

Data Gathering - Checklists

Data Analysis - Document, Alternatives, Process, and Root Cause Analysis

Decision Making - Multicriteria Decision Analysis

Audits

Design For X

Problem Solving

30
Q

What are Affinity Diagrams?

A

Help organize and group the results of a root cause analysis.

31
Q

What are flowcharts?

A

Flowcharts may be used to study the steps of a process leading up to quality defect

32
Q

What are matrix diagrams?

A

A visual representation of the relationship between two or more sets of items.

33
Q

What are cause and effect, AKA fishbone, AKA why-why diagrms?

A

PM can use these to confirm that policies and procedures are being followed, metrics are being used correctly, and metrics are adequate to produce the required level of quality.

34
Q

What are histograms?

A

Are used to analyze the type and frequency of defects to identify where the quality plan and processes may need improvement

35
Q

Why are scatter diagrams used?

A

Tracks two variables to determine their relationship to the quality of the results

36
Q

Why are checklists used?

A

To confirm the steps of a process have been completed, or used in quality inspections

37
Q

Document Analysis involves? Quality management

A

Involves reviewing the results of the testing and other quality reports to identify ways in which the quality management plan and processes may not be supporting the production of deliverables that meet quality requirements

38
Q

How is Alternatives Analysis used in quality management

A

Used to evaluate which action would best impact the results of the quality management efforts or processes

39
Q

What is Define of Experiments (in Alternative Analysis)?

A

A technique that can be used to analyze alternatives. Experimentation is performed to determine statistically what variables will improve quality. Alows one to systematically change factors to study different combinations and which combos have best impact.

40
Q

How is process analysis used in manage quality?

A

Part of continuous improvement effort on a project and focuses on identifying improvements that might be needed in project processes. Example, lessons learned on the first 10 processes out of 100 (installing new software on an organizations network of computers) can be used to improve the process for the remaining processes.

41
Q

Root cause analysis in manage quality

A

Identify the processes, procedures, and policies within the plan that may not be working or need adjusting. Identify the root cause

42
Q

What is failure analysis?

A

Specific type of root cause analysis. Analyzes the failed components of deliverables or failed processes to determine what lead to failure

43
Q

What is Multicriteria analysis in manage quality?

A

complex method of numerically assessing options based on criteria such as quality, time, cost. In manage quality, team may use this when considering whether to adjust the quality management plan

44
Q

What are Audits in Manage Quality?

A

May identify gaps or areas in need of improvement.

45
Q

What is Design for X?

A

Another way of analyzing variables to evaluate both the effectiveness of the quality management plan and the team’s ability to meet objectives. The X can represent an attribute of quality (reliability, security). If the plan is not delivering the intended results in relation to the variable being analyzed, Design for X can help determine what changes are needed.

46
Q

What are the steps used to analyze quality in Problem solving in manage quality?

A 
Define the real or root problem
Analyze the problem
Identify solutions
pick a solution
implement the solution
review the solution, and confirm the problem is solved
47
Q

What are the outputs of Manage Quality?

A

Test and Evaluation Documents, Quality Reports, Change Requests, PM Plan updates, project document updates

48
Q

What are test and evaluation documents?

A

Made in Manage Quality and used in control quality. Provide a format with which to evaluate whether quality objectives have been met.

49
Q

What are Quality Reports?

A

Interpret and document the results of Manage quality and control quality activities. Info in these reports are used to identify necessary changes to plans, policies, and processes to ensure quality requirements will be met

50
Q

What does the Control Quality (M&C) process ensure?

A

Ensures that a certain level of quality in a deliverable is met. To control means to measure, and measurement is the major function of this process. Aspects of deliverables are measured to determine whether they meet quality standards

51
Q

What is the difference between manage and control quality?

A

Control addresses the quality of a the product (detecting and correcting defects) while manage addresses the effectiveness of quality management plans, processes, and procedures, and whether the project is on track to meet its quality objectives. Quality defects are assumed to indicate issues with those plans, policies, and procedures

52
Q

What questions does control quality answer?

A

Are the RESULTS of our work meeting agreed-upon standards and project requirements?

What is the actual variance?

Is the variance from standards within acceptable limits?

Are people using the checklists to support meeting the metrics established for a process?

What changes in the project should be considered?

53
Q

What are the Inputs to Control Quality?

A

Deliverables, Project Documents (LL register, test and eval documents, quality metrics), Work Performance Data, approved change requests, EEFs, OPAs, PM Plan

54
Q

Work Performance Data in Control Quality..

A

While Manage Quality looks at whether standards and procedures are being followed, control quality looks at specific measurements (height of a door in manufacturing process) to see if the project and its processes are in control

55
Q

What are the Tools and Techniques of Control Quality?

A

Data Representation - Control Charts, Scatter Diagrams, Cause-and-Effect, Histograms, Pareto Charts

Data Gathering - Checklists, Checksheets, Statistical Sampling, Questionnaires and Surveys

Data Analysis - Performance Reviews, Root Cause Analysis

Meetings, Inspections

56
Q

What are Logical Data Models?

A

Can be presented using an entity relationship diagram - method of representing and analyzing data. Contains a description of the quality needs of the project

57
Q

How are Control Charts used in Control Quality?

A

Helps determine if the results of a process are within acceptable limits. Control charts are established in manage quality and the parameters are determined. Determines if each door height is within acceptable range, or if a height is “out of control”

58
Q

How are scatter diagrams used in control quality?

A

Can be used to compare actual results to what was anticipated, and estimate and forecast future outcomes of the process. Example, door drying time compared to fan speed has a negative regression line

59
Q

How are cause and effect diagrams used in control quality?

A

Should both fix a defect and get to its root cause, and cause and effect diagrams can help. Used to look backwards as to what may have contributed to quality problems on the project, and analyze the impacts of defects on quality. In manage quality, use this to determine root cause of a quality issue relating to processes or procedures

60
Q

How are histograms used in control quality?

A

Bar charts - presents data in no particular order and without reference to time. Results determine the problems that need the most immediate attention
Example, bars of times the door is too long, too narrow, too wide, too short

61
Q

How are Pareto Charts used in control quality?

A

Commonly used type of histogram that arranges the results from most to least frequent to help identify which root causes are resulting in the most problems

62
Q

What is the Pareto Principal?

A

80% of problems are due to 20% of root causes

63
Q

In plan quality you can use historical information to identify potential problems. in control quality…

A

you measure data and represent it on a diagram to analyze the situation and determine where to focus corrective action

64
Q

What are checklists used for in control quality?

A

Are used to determine that all required features and functions are included, and that they meet acceptance criteria. May be a part of test and eval documents prepared in mange quality. Checklists can be a list of items to inspect, list of steps to perform, etc

65
Q

What are checksheets?

A

A type of checklist that can be used to track data and document how often a defect occurs (Example put a tick each time door is too short)

66
Q

Statistical Sampling in Control Quality

A

If inspecting every door manufactured takes too long, then need to take a statistically valid sample. Best to take a sample of a population if you believe there are not many defects, or if studying the entire population will take too long, cost too much, be too destructive. Sample size and frequency determined in plan quality management. Sampling is done in control quality management. Can also be used for PM activities.

67
Q

Performance Reviews

A

Asses how the project is doing in following the quality management plan and meeting quality requirements. Also involves comparing to metrics

68
Q

What are meetings used for in control quality?

A

To asses what was done right and what could have been done differently. Also meetings are used to review approved change requests

69
Q

What are the outputs of Control Quality?

A

Quality Control Measurements, Verified Deliverables, Change Requests, work performance information, updates to pm plan and project documents

70
Q

What are quality control measurements?

A

These measurements are the results of quality control activities. May generate change requests

71
Q

What are Verified Deliverables?

A

Quality control involves confirming the correctness of deliverables. This means deliverables are measured against product scope.

CAPM (20 decks)

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