Quality Management Knowledge Area

Question 1

Define Quality Management

Answer 1

the processes for incorporating the organization’s policy, used by the project to ensure the deliverables meet the stakeholder’s objectives

Question 2

quality vs grade

Answer 2

quality is the ability for the item to do what it was designed to do; grade is a category used to label different products or services that compete to meet the same needs of the end user

Question 3

Prevention over inspection

Answer 3

Prevention is keeping errors out of the process; inspection is keeping errors out of the hands of the customer

Question 4

(4) types of sampling

Answer 4

Attribute: pass/fail
Variance: testing with a range of acceptable results
Tolerance: specified range of acceptable results
Control Limits: boundaries of common variance outside the control limits would be special cause variance

Question 5

(5) Levels of Effective Quality Management

Answer 5

1. Let the customer find the defects (most expensive)
2. Detect and correct the defects before the deliverables are in the customer’s hands
3. Use quality assurance to examine and correct the process itself, not just special defects
4. Incorporate quality into the planning and designing of the project and product
5. Create a culture throughout the organization that is aware and committed to quality processes and products

Question 6

The Three Quality Processes

Answer 6

PLAN: plan quality management, create the plan

DO: manage quality; asks the question, “are we doing the procedures, processes and actions we planned?”

CHECK/ACT: Control Quality; follow s the plan, checks deliverables and takes action to correct identified defects

Question 7

(2) Costs of Quality

Answer 7

Conformance and Non-Conformance

Question 8

(2) Costs associated with conformance quality

Answer 8

Prevention Costs and Appraisal Costs

Question 9

(2) Costs associated with non-conformance quality

Answer 9

internal failure and external failure costs

Question 10

Define precision

Answer 10

the values of repeated measurements are clustered and have little scatter

Question 11

Define accuracy

Answer 11

the measured value is very close to the true value

Question 12

Cost Benefit Analysis

Answer 12

helps determine if the quality activities are cost effective, high quality results in the less rework, higher productivity, lower costs and increased profitability

Question 13

Define mutually exclusive

Answer 13

two event can’t occur at the same time (if one event occurs, then the other event cannot occur)

Question 14

Define statistical independence

Answer 14

the occurrence of one event makes it neither more nor less probable that the other occurs; past coin flips of heads do not change the probability of the next coin flip being heads

Question 15

Define statistical sampling

Answer 15

choosing a small random sample, and the sample’s properties should represent the entire group

Question 16

Define control chart

Answer 16

displays process stability and performance

Question 17

Define Rule of 7

Answer 17

seven consecutive points on a control chart, all on one side of the mean, signifies the process is out of control

Question 18

Define Benchmarking

Answer 18

comparing your project/process to a known standard

Question 19

Define flowcharting

Answer 19

visual depiction of the process

Question 20

Define Design of Experiments

Answer 20

a statistical technique that analyzes several variations at once

Question 21

Pareto Chart

Answer 21

a type of chart containing both bars and a line graph, where individual values are represented in descending order by bars, and the cumulative total is represented by the line; 80/20 rule says 80% of problems are from 20% of the causes, and dictates you should focus most of your attention on those top few causes

Question 22

Scatter Diagram

Answer 22

plots data points to show the relationship between 2 variables (X,Y)

Question 23

Cause and Effect Diagram

Answer 23

shows how various factors might be linked to potential problems or effects (AKA Ishikawa and Fishbone)

Question 24

Kaizen Theory

Answer 24

Japanese word for continuous improvement ; uses Plan-Do-Act cycle

Question 25

ISO

Answer 25

a quality management certification that requires documenting and following processes

Question 26

W. Edwards Deming

Answer 26

quality theorist who developed 14 points of Quality Management; stated that poor quality is a result of management problems 85% of the time

Question 27

Joseph Juran

Answer 27

quality theorist who defined quality as “fitness for use:; promoted conformance and quality by design; promoted the use of the 80/20 rule, developed management’s responsibility

Question 28

Philip Crosby

Answer 28

quality theorist who believe in conformance to requirements; zero defects; cost of quality

Question 29

Inputs, T&Ts, Outputs of Plan Quality Management

Answer 29

Inputs: Project charter, project management plan, project documents, EEF/OPAs

T&Ts: Expert judgment, data gathering, data analysis, decision making, data representation, test and inspection planning, meetings

Outputs: Quality management plan, quality metrics, project management plan updates, project documents updates

Question 30

Inputs, T&Ts, Outputs of Manage Quality

Answer 30

Inputs: project management plan, project documents, OPAs

T&Ts: data gathering, data analysis, decision making, data representation, audits, Design for X, problem solving, quality improvement methods

Outputs: quality reports, test and evaluation documents, project management plan updates, project documents updates

Question 31

Inputs, T&Ts, Outputs of Control Quality

Answer 31

Inputs: project management plan, project documents, approved change requests, deliverables, work performance data, EEF/OPAs

T&Ts: Data gathering, data analysis, inspection, testing/product evaluations, data representation, meetings

Outputs: Quality control measurements, verified deliverables, work performance information, change requests, project management plan updates, project documents updates

Question 32

Affinity Diagram

Answer 32

help organize potential causes of defects into groups showing areas that should be focused on the most

Question 33

CMMI

Answer 33

Capability Maturity Model Integration

Initial: Processes unpredictable, poorly controlled and reactive (chaos, rely on people only)

Managed: Processes characterized for projects and is often reactive (every project is different)

Defined: Processes characterized for the organization and is proactive (projects can tailor processes)

Quantitatively Managed: Processes are measured and controlled (variance analysis with actions)

Optimizing: Focus on process improvement

Question 34

Quality Function Deployment

Answer 34

helps determine critical characteristics for new product development by focusing on the voice of the customer. The customer needs are then objectively sorted and prioritized, and goals set for achieving them.

Question 35

Focus of the Kanban Method

Answer 35

four principles are visualizing work, limit work in progress, focus on flow and continuous improvement.