Quality Management Flashcards
What is the process of quality management?
Plan Quality Management
Perform Quality Assurance
Control Quality
What are the key output of the Plan Quality
Management Process?
Quality Management Plan
Quality metrics
Quality Checklists
Process improvement plan
Updates to project documents
What are the key outputs of the Perform
Quality Assurance process?
Change requests
Updates to standards, processes, and quality
systems (organizational process assets)
Updates to project management plan
and project documents
What are the key output of the Control Quality
process?
Quality control measurements
Validated changes
Work performance information
Updates to project management plan
and project documents
Change requests
Lesson learned (part of updates to organizational process assets)
Verified deliverables
What is the definition of quality?
The degree to which the project fulfils requirements
How does quality differs from grade?
Whereas quality is the degree to which requirements are
fulfilled, grade refers to a general category or classification for a deliverable or resource that indicates
common function, but varying technical specifications.
What does gold plating mean?
Adding extra items and services to
customer deliverables that do not necessarily contribute
added value or quality
What is marginal analysis?
An analysis to determine when optimal quality is reached - to determine the point where incremental benefits or
revenue from improving quality equals the incremental cost to secure it
What is a process improvement plan?
A plan for analyzing the processes used on the project to
improve them, looking for ways to decrease defects, save time and money, and increase customer satisfaction
What are quality metrics?
Specific measures of quality to be used on the project in the Perform Quality Assurance and Control Quality
What does continuous improvement mean?
The ongoing enhancement of a product or service through small, continuous improvement in quality
How much inventory is maintained in a just in time (JIT) environment?
How does this affect attention to quality?
Little inventory is maintained
It forces attention to quality
What does ISO 9000 stand for?
International Organization for Standardization (ISO)
quality standards that helps organizations ensure
that they have quality procedures and are following them
What is the definition of total quality management, or TQM?
A comprehensive management philosophy that encourage companies to find ways to continuously improve the quality of business practises, products, and
services at every level of the organization
Why is “prevention over inspection” important?
Because the cost of avoiding or preventing mistakes is much less than the cost of correcting them
What does mutual exclusivity mean?
two events are said to be mutually exclusive if they cannot both occur in a single trial (for example, you can’t get both a 5 and 6 on a single roll of a die)
What is statistical independences?
The probability of event “B” occuring
does not depend on event “A” occuring (for example, the outcome of a second roll of die is dependent on the outcome of the first roll)
What is a normal distribution curve?
A symmetric bell-shaped frequency distribution curve
used to measure variation
This is the most common probability distribution
What does sigma signify in a process?
What’s another name for sigma?
How much variance from the mean has been established
as permissible in a process
Standard deviation
What do 3 sigma and 6 sigma refer to?
These are commonly used as quality standards
3 sigma: +/- 3 standard deviations from the mean
6 sigma: +/- 6 standard deviations from the mean
6 sigma is a higher quality standard than 3 sigma
What is the difference between a population and a sample?
Population: The total number of individual members, items, or elements comprising a unique defined group
(e.g., all women)
Sample: A statistically valid subset of population members (e.g.: women randomly chosen to represent the population)
Who has responsibility for quality on a project?
Although team members must inspect their own work,the project manager has the ultimate responsibility for quality
What are the impacts of poor quality?
Increased costs
Decreased profits
Low morale
Low customer satisfaction
Increased risk
Rework
Schedule delays
What are examples of costs of conformance and costs
of nonconformance?
Cost of conformance: -Quality training -Studies -Surveys -Efforts to ensure everyone knows the processes to use to complete their work
Cost of nonconformance:
- Rework
- Scrap
- Inventory costs
- Warranty costs
- Lost business
What are costs of nonconformance associated with?
Which should be greater, the costs of conformance or nonconformance?
Cost of nonconformance are associated with poor quality
The costs of conformance should be less than the costs of nonconformance
What are the seven basic quality tools (7QC)?
Cause and effect diagram
Flowchart
Checksheet
Pareto diagram
Histogram
Control chart
Scatter diagram
What is a quality checklist?
A list of item to inspect, a list of steps to perform, or a picture of an item to be inspected, with space to note any defects found
How does a checksheet differ from a quality checklist?
Although a checksheet is a type of checklist, its primary purpose is to gather data
The quality checklist is intented to help verify a required
action has taken place or item has been included
What is a cause and effect diagram?
A graphical tool that helps determine the possible root
causes of a problem
It is also called a fishbone or Ishikawa diagram
What does a flowchart show?
How a process or system flows from beginning to end, how the elements interrelate, alternative paths the process can take, and how the process translates inputs into ouptuts.
What is a Pareto chart?
A histogram that arrange the results from most frequent to least frequent to help identify which root causes are resulting in the most problem
What does a scatter diagram show?
The relationship between two variables
What is a control chart?
A specialized trend chart that document whether
What are controls limits?
The acceptable range of variations on a control chart
What are the specification limits on a control chart?
The customer’s definition of acceptable product/service
characteristics and tolerances
How does we define a process as statistically out of control?
What does out of control mean?
A data point falls outside the upper or lower control limit, or there are nonrandom data points
There is a lack of consistency and predictability in the process
What is the rule of seven?
What does it signify?
Seven consecutive data points appearing on a control
chart on one side of the mean
The process is out of statistical control
What is an assignable cause/special cause variation?
A data point (or set of data points) on a control chart
indicates that the measured process is out of statistical
control and that the cause(s) of the event must be investigated
Define benchmarking.
Comparing your project to other projects to get ideas
for improvement and to provide a benchmark for
measuring quality performance
What is design of experiments?
A statistical method that allows you to experimentally change all of the important variables in a process to determine what combination will optimize overall quality
Wha is statistical sampling?
Inspecting by testing only part of a population ( a statistically valid sample)
Define cost-benefit analysis?
Comparing the costs of an effort to the benefit of that effort
What are some of the tools and techniques used in Perform Quality Assurance process?
Plan Quality Management and Control Quality tools and techniques
Process analysis
Quality audits
Affinity diagrams
Tree diagrams
Process decision program charts
Interrelationship digraphs
Matrix diagrams
Prioritization matrices
Activity network diagrams
What are quality audits?
Structured review of quality policies,practises, and procedures to ensure they are efficient and effective
These audits often result in lessons learned for the organization
