Quality Management

Question 0

_________ __ ___ __________ refers to a technique for capturing all customer requirements for the product, service, or result which should be included as part of the project. Many of these requirements are directly related to the quality factors.

Answer 0

Voice of the Customer (VOC)

Question 1

What is the definition of Quality?

Answer 1

The degree to which a set of inherent characteristics fulfill requirements.

Question 2

Cost-Benefit Analysis is an analysis of tradeoffs of the costs and expected ________ of quality activities (e.g. less rework, higher productivity, lower costs, increased stakeholder satisfaction, increased profitability).

Answer 2

Benefit

Question 3

What is a method of determining the costs incurred to ensure quality?

Answer 3

Cost of Quality (COQ)

Question 4

Name the two sub-categories of Cost of Conformance

Answer 4

Prevention Costs (employee training, education, design, etc.)
Appraisal Costs (audits, inspections, testing, etc.)

Question 5

Name the two sub-categories of Cost of Nonconformance?

Answer 5

Internal Failure Costs (which are found by the project)
External Failure Costs (warranty work, lost business, liabilities)

“If your customer gets the failed product or service - it is your failure cost”

Question 6

Name the 7 basic quality tools?

Answer 6

Cause-and-Effect Diagrams, Flowcharts, Check Sheets, Parento Diagrams, histograms, Control Charts, Scatter Diagrams

Question 7

What is a statistical technique used to identify which factos may influence specific variables of a product or process.

Answer 7

Design of Experiments

Question 8

What outlines the steps for analyzing project management product development, and organizational processes to identify activities that enhance value throughout the project?

Answer 8

Process Improvement Plan

Question 9

_______ _________ describe specific detailed of project or product attributes and how the quality assurance and control process will measure them?

Answer 9

Quality metrics

Question 10

What is a structured tool, used to verify that a set of required steps has been performed?

Answer 10

Quality Checklist

Question 11

ALL customer requirements which should be captured as part of the project is called?

Answer 11

Voice of the Customer

Question 12

All of the following are tools for the Plan Quality Management process except:

• Cost-Benefit Analysis
• Benchmarking
• Cost of Quality
• Checklists

Answer 12

Checklists

Question 13

To help identify which factors may influence specific variables, we use:

Answer 13

Design of Experiments (DOE)

Question 14

To compare with best practices and to generate ideas for improvement, we can use:

Answer 14

Benchmarking

Question 15

The tool which includes all failure, prevention, and appraisal costs is called:

Answer 15

Cost of Quality (COQ)

Question 16

Which of the following is an Internal Failure Cost?

• Rework
• Loss of customer
• Audit
• Employee Training

Answer 16

Rework (Non-Conformance)

Question 17

Which of the following is an External Failure Cost? Rework, Loss of Customer, Audit, Employee Training

Answer 17

Loss of Customer (Non-Conformance)

Question 18

Which of the following is an Appraisal Cost? Rework, Loss of Customer, Audit, Employee Training.

Answer 18

Audit (Conformance)

Question 19

Which of the following is a Prevention Cost? Rework, Loss of Customer, Audit, Employee Training

Answer 19

Employee Training (Conformance)

Question 20

The Quality Audit is a tool for which process?

Answer 20

Perform Quality Assurance Process

Question 21

The process of auditing the quality requirements and the results from quality control measurements is called?

Answer 21

Perform Quality Assurance

Question 22

The key tools used while performing QA are (2):

Answer 22

Quality Audit, Process Analysis

Question 23

_________ involves keeping errors out of the process using proper planning and design.

Answer 23

Prevention

Question 24

______ ________ assesses whether the QC result conforms to standard or not.

Answer 24

Attribute Sampling

Is expressed as ‘Yes’ or ‘No’ - but must find a solution if the answer is ‘No’.

Question 25

Variables Sampling involves measuring results on a __________ scale to determine the degree of conformity.

Answer 25

Continuous

Question 26

What are thresholds which can indicate whether a process is stable or out of control?

Answer 26

Control Limits

Question 27

_______ refers to how close or exact a set of measurements are to each other.

Answer 27

Percision

Question 28

_________ refers to how close points are to the true or correct value. Percise measurements may not be accurate.

Answer 28

Accuracy

Question 29

What is used to determine whether a process is stable or has predictable performance, and to monitor various types of output variables?

Answer 29

Control Chart

Question 30

What shows the relationship between two variables - usually using a Y-Axis and an X-Axis?

Answer 30

Scatter Diagram

Question 31

What is another name of a Cause-and-Effect diagram?

Answer 31

Ishakawa or Fishbone Diagram

Question 32

What is a vertical Bar-chart showing frequency of occurrence at a point in time?

Answer 32

Histogram

Question 33

What following the 80/20 rule; meaning that 80% of the problems (or defects) are presumed to be due to only 20% of the causes.

Answer 33

Pareto Diagram

Question 34

What is a graphical representation of a process showing the relationship among process steps?

Answer 34

Flowchart

Question 35

What is a tally sheet that can be used as a list when gathering data. It facilitates effective collection of useful data about a potential quality problem.

Answer 35

Checksheet

Question 36

Normal process variation is also known as: - Common Cause, Special Case, unusual Events, Points of Assignable Cause?

Answer 36

Common Cause

Question 37

Measuring results using a continuous scale to assess conformity is an example of:

• Variable Sampling
• Attribute Sampling

Answer 37

Variables Sampling

Question 38

What Quality Tool is used to check whether a process is stable or not?

Answer 38

Control Chart

Question 39

To assess the correlation between two variables, what Quality Tool should be used?

Answer 39

Scatter Diagram

Question 40

the method of using mathematical techniques to forecast future outcomes based on historical results is referred to as;

Answer 40

Trend Analysis

Question 41

For repetitive processes, control limits are usually set between?

Answer 41

+/- 3 Sigma

Question 42

The concept of Zero Defects was proposed by whom?

Answer 42

Crosby

Question 43

Who defined quality as Fitness for Use (FIT)?

Answer 43

Juran (RAN)

Question 44

Is it acceptable to have a product with low quality?

Answer 44

No

Question 45

Is it acceptable to have a product with low grade?

Answer 45

Yes

Question 46

The most important benefit of Statistical Sampling is that it can ____________________?

Answer 46

reduce the cost of Quality Control