Module 5 Flashcards
Define customer satisfaction: _____ and _______
conformance to requirements and
fitness for use
What does quality management have in common with project management? (4 things)
Customer satisfaction
Prevention over inspection
continuous improvement
Manager responsibility
Define quality vs grade
Quality: the degree to which a set of inherent characteristics fulfill requirements
Grade: a category assigned to products or services having the same functional use, but different technical characteristics
Define precision vs accuracy
Precision: a measure of exactness with repeated measures clustered tightly
Accuracy: means that the measured value is very close to the true value
What are the tools for planning quality mgmt?
Data gathering (benchmarking, brainstorming, interviews) Data analysis (cost of quality, cost-benefit)
What is benchmarking?
Comparison to similar projects both within and outside the company
What is COQ analysis?
cost of quality analysis:
Cost of conformance (prevention costs, appraisal costs)
Costs of non-conformance (internal and external failure)
What is a RAM chart?
Responsibility Assignment Matrix
What is a RACI chart?
(a type of RAM) Responsible (executes) Accountable (owner) Consult Inform
What are the outputs for the planning stage of Quality Mgmt?
Quality mgmt plan
Quality metrics
Project mgmt plan updates etc
Describe the two scales on a “cultures of appearance” map
Individualism
Uncertainty avoidance
What elements should a resource mgmt plan include?
roles and responsibilities
optional: project org charts
training / team building
reward programs
What are some elements of a team charter?
communication guidelines
decision making
conflict resolution
code of conduct
The communication mgmt plan is concerned with what?
who is receiving what information, in what format, via what channels, and when / how frequently
What is the formula for calculating the number of communication links?
N * (N-1) / 2
