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PMP > Project Quality Management > Flashcards

Project Quality Management Flashcards

1
Q

What is customer satisfaction?

A

Understanding, evaluating, defining and managing requirements so customer expectations are met

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2
Q

Who is responsible for quality?

A

The entire organisation

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3
Q

What are the processes in Project Quality Management?

A 
Plan Quality Management (Planning process group)
Manage Quality (Execute process group)
Control Quality (Monitor and Control process group)
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4
Q

What is project quality management?

A

The process for incorporating the organisations quality policy regarding planning, managing and controlling project/product requirements in order to meet stakeholders objectives.
It also support continuous improvement activities.

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5
Q

What is the purpose of the plan quality management process?

A

Identify quality requirements

Document how the project will meet these requirements.

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6
Q

What is the purpose of the manage quality process?

A

The process of translating the quality management plan into executable quality activities that incorporate
the organization’s quality policies into the project.

Process of auditing the quality requirements and the results from quality control measurements to ensure appropriate quality standards and operational definitions are used.

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7
Q

What is the purpose of the control quality process?

A

Monitor and record results of executing quality activities.

Assess performance and ensure outputs meet the customer expectations.

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8
Q

What are the inputs for the plan quality management process?

A

Project charter

Project management plan; requirements management plan/ risk management plan/ scope baseline/ stakeholder engagement plan

Project documents; assumption log/requirements documentation/ requirements traceability matrix/risk register/stakeholder register

EEF

OPA

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9
Q

What are the Tools and Techniques for the plan quality management process?

A

Expert Judgement

Data gathering; benchmarking/brainstorming/interviews

Data analysis; cost-benefit analysis/cost of quality

Decision making; multi-criteria analysis

Data representation; flowcharts/logical data model/matrix diagrams/mind mapping

Test and inspection planning

Meetings

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10
Q

In costs of quality, what does conformance costs include?

A

(money spent during the project to avoid failures)

Prevention costs - Training, processes, studies, surveys, time to do it right.

Appraisal costs - Testing, inspections, destructive testing loss.

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11
Q

In costs of quality, what does non-conformance costs include?

A

(money spent during and after the project because of failures)

Internal failure costs - Rework, scrap.

External failure costs - Liabilities, warranty costs, lost business.

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12
Q

What are the outputs for the plan quality management process?

A

Quality management plan
Quality metrics
Project management updates; risk management plan and scope baseline
Project document updates; Requirements traceability matrix/risk register/stakeholder register/lessons learned register

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13
Q

What is a quality metric?

A

Describes a project or product attribute and how the control quality process will verify it.

E.g. errors found per line of code, total downtime per month, percentage of tasks completed on time

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14
Q

What does the quality management plan include?

A

Quality standards that will be used by the project
Quality objectives of the project
Quality roles and responsibilities
Project deliverables and processes subject to quality review
Quality control and quality management activities planned for the project
Quality tools that will be used for the project
Major procedures relevant for the project, such as dealing with non-conformance, corrective action procedures and continuous improvement procedures

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15
Q

What are the inputs for the manage quality process?

A

Project management plan; Quality management plan

Project documents; lessons learned register/quality control measurements/quality metrics/risk report

Organisational Process Assets

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16
Q

What is ‘cost of quality’?

A

Includes the total cost of all efforts related to quality throughout the product lifecycle.

It includes operational costs like product returns, warranty claims, recall campaigns, etc.

17
Q

What is the basis of continuous quality improvement?

A

The Plan-Do-Check-Act cycle is the basis for quality improvement as defined by Shewhart and modified by Deming.

18
Q

What are the Tools and Techniques for the manage quality process?

A

Data gathering; checklists

Data analysis; Alternative analysis/Document analysis/Process analysis/Root cause analysis
Decision making; multi-criteria analysis

Data representation; Affinity diagrams/cause and effect diagrams/flowcharts/histograms/matrix diagrams/scatter diagrams

AUDITS (key word for this process)

Design for X

Problem Solving

Quality Improvement Method

19
Q

What is the purpose of an affinity diagram?

A

This technique is used during the manage quality process.

Allows large numbers of ideas to be sorted into groups for review and analysis.

20
Q

What is the purpose of a cause and effect diagram?

A

Also known as - Fishbone- Cause & Effect- Ishikawa

To find root causes

21
Q

What are the trends and emerging practices in project quality management?

A

Customer satisfaction: Understanding, evaluating, defining and managing requirements so customer expectations are met.

Prevention over inspection: Quality is planned, designed and built in - not inspected in.

Continual improvement: The “plan-do-check-act” cycle is the basis for quality improvement.

Management responsibility: Success requires participation of all members of the project team, but remains the responsibility of management to provide the resources needed to succeed.

Mutually beneficial partnership with suppliers: Relationships based on partnership and cooperation with the suppliers are mutually beneficial.

22
Q

What is the difference between quality assurance and quality control?

A

Quality Assurance cares about the use of the quality methodology (it does not care about results)

Quality Control does care about results and the root causes of poor product/service quality.

23
Q

What are the outputs for the manage quality process?

A

Quality reports

Test and evaluation documents

Change requests

Project management plan updates;
• Quality management plan
• Scope baseline
• Schedule baseline
• Cost baseline

Project documents updates
• Issue log
• Lessons learned register
• Risk register

24
Q

What is the purpose of a flowchart?

A

Helps anticipate problems:

identification of bottlenecks, hold ups, parts of the process that may be difficult to monitor or execute

25
Q

What is the purpose of a histogram?

A

Data representation tool used during the manage and control quality processes.

A chart similar to a bar chart which can demonstrate the number of defects per deliverable, a ranking of the cause of defects and the frequency in which the defect occurred.

26
Q

What is the purpose of a scatter diagram?

A

Shows patterns of relationships between 2 variables. Positive, negative, or none at all. Be careful, 2 variable that seemingly have no link whatsoever can be shown to have a relationship if you choose the right 2 variables.

27
Q

What is the difference between quality and grade?

A

Quality: is the degree to which the project fulfils client’s requirements

Grade: refers to different PRODUCT characteristics. While a quality level that fails to meet quality requirements is always a problem, low grade may not be (the customer may of requested a low grade product)

28
Q

What is the purpose of a control chart?

A

It’s a data representation tool and technique used during the control quality process.

The control charts are used to determine whether or not a process is stable or has predictable performance.

Upper and lower limits are set based on requirement and they reflect the maximum or minimum values allowed.

The control limits are determined using statistical calculations.

29
Q

How can you tell if a project is out of control using a control chart?

A

The project is out of control when at least one point on the Control chart is outside the Control limits or when seven consecutive points are only on one side of the Mean, even if they all are within the Control limits. (rule of seven)

30
Q

What is the purpose of a check sheet?

A

Data gathering technique used during the control quality process.

Also known as a tally sheet, used to effectively collect data about a potential quality problem.

31
Q

What is the purpose of a pareto chart?

A

Helps us to identify the 80/20 rule as it prioritises the defects so we can focus improvements on the most important causes.

32
Q

What are the 7 basic tools and techniques used in quality management?

A 
Cause & effect diagram
Workflow
Checksheet
Histogram
Pareto chart
Scatter diagram
Control Chart
33
Q

What are the inputs for the control quality process?

A

Project management plan; Quality management plan

Project Documents; Lessons learned register/quality metrics/test and evaluation document

Approved change requests

Deliverables

Work performance data

EEF

OPA

34
Q

What are the Tools and Techniques for the control quality process?

A

Data gathering; Checklists/checksheets/statistical sampling/questionnaire and surveys

Data analysis; Performance reviews/root cause analysis

Inspection

Testing/product evaluations

Data representation; cause and effect diagrams/control charts/histogram/scatter diagrams

Meetings

35
Q

What are the outputs for the control quality process?

A

Verified deliverables
Quality control measurements
Work performance information
Change requests
Project management plan updates; quality management plan
Project document updates; Issue log/lessons learned register/risk register/test and evaluation documents

36
Q

What are the outputs for the control quality process?

A

Verified deliverables

Quality control measurements

Work performance information

Change requests

Project management plan updates; quality management plan

Project document updates; Issue log/lessons learned register/risk register/test and evaluation documents

PMP (18 decks)

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