ISTM 630- Final Exam (2025-2026)
Questions with Guaranteed Pass
Solutions Graded A+.
quality - Answer the degree to which the project fulfills requirements; evaluated by the
ability to perform satisfactorily and suitably to intended purposes
other ways to define quality - Answer - conformance to requirements
- fitness for use
conformance to requirements - Answer the project's processes and products meet written
specifications
fitness for use - Answer a product can be used as it was intended
functionality - Answer the degree to which a system performs its intended function; features
are the system's special characteristics that appeal to users
design - Answer must meet the requirements and needs of stakeholders
performance - Answer addresses how well a product or service performs the customer's
intended use
reliability - Answer the ability of a product or service to perform as expected under normal
condiitons
maintainability - Answer addresses the ease of performing maintenance on a product
gold plating - Answer giving customers extras
prevention over inspection - Answer quality must be planned in, not inspected in
marginal analysis - Answer looking for the point where benefits/revenue received from
improving quality equals the cost to implement
just in time - Answer quality must be high if using this strategy
,TQM (Total Quality Management) - Answer continuous improvement; continual process of
detecting and reducing or eliminating errors in manufacturing, streamlining supply chain
management, improving the customer experience, and ensuring that employees are up to
speed with training
responsibility for quality - Answer entire organization, ultimately project manager
different impacts of poor quality - Answer - increased costs
- decreased profits
- low morale
- low customer satisfaction
- increased risk
- rework
- schedule delays
- affects company's reputation and market share
Quality management process - Answer - plan quality management
- perform quality assurance
- control quality
plan quality management - Answer focuses on defining quality and planning how it will be
achieved; implies the ability to anticipate situations and prepare actions to bring about the
desired outcome
perform quality assurance - Answer focuses on the work being done
control quality - Answer examines the deliverables; purpose is to ensure deliverables are
correct, at quality level, and find problem source and recommend
objectives of plan quality management - Answer identify relevant organization and industry
practices, standards, and requirements for quality; level of quality should be appropriate for the
needs of the project
things to keep in mind for plan quality management - Answer - cost-benefit analysis
- cost of quality
- quality must be balanced with other project constraints - scope, time, cost
,costs of conformance for plan quality management - Answer - quality training
- studies
- surveys
- efforts to ensure everyone knows the processes to use to complete their work
costs of nonconformance for plan quality management - Answer - rework
- scrap
- inventory costs
- warranty costs
- lost business
ways to prevent defects - Answer - selecting proper materials
- training and indoctrinating people in quality
- planning a process that ensures the appropriate outcome
who's ultimately responsible for quality management - Answer project managers
Orgs and references to help project managers understand quality - Answer - international
Organization for Standardization www.iso.org
- IEEE www.ieee.org
seven basic quality tools - Answer - cause and effect diagram (fishbone diagram, ishikawa
diagram)
- flowchart (process map)
- checksheet (tally sheet)
- pareto diagram (pareto chart)
- histogram
- control chart
- scatter diagram
cause and effect diagrams - Answer - important to fix a defect and get to the root cause
- can be used to look backqard and see what contributed to quality problems AND plan how the
work of quality should be performed
flowchart - Answer - shows how process or system flows fro beginning to end
, - common model is SIPOC (supplier, input, process, output, customer
checksheet (tally sheet) - Answer a checklist used to keep track of data such as quality
problems uncovered during inspections
histogram - Answer - displays data in form of bars or columns
- usually arrangement of data in no particular order
pareto analysis - Answer - involves identifying the vital few contributors that account for the
most quality problems in a system
- also called the 80-20 rule, meaning that 80 percent of problems are often due to 20 percent of
the causes
pareto diagrams - Answer histograms, or column charts representing a frequency
distribution, that help identify and prioritize problem areas
quality control charts - Answer a graphic display of data tha tillustrates the results of a
process over time, helps determine whether a process is in control or out of control
main use of control charts - Answer - to prevent defects, rather than to detect or reject them
when a process is in control - Answer any variations in the results of the process are created
by random events; processes that are in control do not need to be adjusted
when a process is out of control, - Answer variations in the results of the processes are
caused by non-random events; you need to ientify the causes of those non-random events and
adjust the process to correct or eliminate them
upper and lower control limits on a quality control chart - Answer - shown as two dashed
lines
- acceptable range of variance in results
- indicated what is stable vs. unstable
mean - Answer indicated by the line in the middle of the chart
specification limits - Answer based on customer expectations (as opposed to control limits
which are organization limits)
Questions with Guaranteed Pass
Solutions Graded A+.
quality - Answer the degree to which the project fulfills requirements; evaluated by the
ability to perform satisfactorily and suitably to intended purposes
other ways to define quality - Answer - conformance to requirements
- fitness for use
conformance to requirements - Answer the project's processes and products meet written
specifications
fitness for use - Answer a product can be used as it was intended
functionality - Answer the degree to which a system performs its intended function; features
are the system's special characteristics that appeal to users
design - Answer must meet the requirements and needs of stakeholders
performance - Answer addresses how well a product or service performs the customer's
intended use
reliability - Answer the ability of a product or service to perform as expected under normal
condiitons
maintainability - Answer addresses the ease of performing maintenance on a product
gold plating - Answer giving customers extras
prevention over inspection - Answer quality must be planned in, not inspected in
marginal analysis - Answer looking for the point where benefits/revenue received from
improving quality equals the cost to implement
just in time - Answer quality must be high if using this strategy
,TQM (Total Quality Management) - Answer continuous improvement; continual process of
detecting and reducing or eliminating errors in manufacturing, streamlining supply chain
management, improving the customer experience, and ensuring that employees are up to
speed with training
responsibility for quality - Answer entire organization, ultimately project manager
different impacts of poor quality - Answer - increased costs
- decreased profits
- low morale
- low customer satisfaction
- increased risk
- rework
- schedule delays
- affects company's reputation and market share
Quality management process - Answer - plan quality management
- perform quality assurance
- control quality
plan quality management - Answer focuses on defining quality and planning how it will be
achieved; implies the ability to anticipate situations and prepare actions to bring about the
desired outcome
perform quality assurance - Answer focuses on the work being done
control quality - Answer examines the deliverables; purpose is to ensure deliverables are
correct, at quality level, and find problem source and recommend
objectives of plan quality management - Answer identify relevant organization and industry
practices, standards, and requirements for quality; level of quality should be appropriate for the
needs of the project
things to keep in mind for plan quality management - Answer - cost-benefit analysis
- cost of quality
- quality must be balanced with other project constraints - scope, time, cost
,costs of conformance for plan quality management - Answer - quality training
- studies
- surveys
- efforts to ensure everyone knows the processes to use to complete their work
costs of nonconformance for plan quality management - Answer - rework
- scrap
- inventory costs
- warranty costs
- lost business
ways to prevent defects - Answer - selecting proper materials
- training and indoctrinating people in quality
- planning a process that ensures the appropriate outcome
who's ultimately responsible for quality management - Answer project managers
Orgs and references to help project managers understand quality - Answer - international
Organization for Standardization www.iso.org
- IEEE www.ieee.org
seven basic quality tools - Answer - cause and effect diagram (fishbone diagram, ishikawa
diagram)
- flowchart (process map)
- checksheet (tally sheet)
- pareto diagram (pareto chart)
- histogram
- control chart
- scatter diagram
cause and effect diagrams - Answer - important to fix a defect and get to the root cause
- can be used to look backqard and see what contributed to quality problems AND plan how the
work of quality should be performed
flowchart - Answer - shows how process or system flows fro beginning to end
, - common model is SIPOC (supplier, input, process, output, customer
checksheet (tally sheet) - Answer a checklist used to keep track of data such as quality
problems uncovered during inspections
histogram - Answer - displays data in form of bars or columns
- usually arrangement of data in no particular order
pareto analysis - Answer - involves identifying the vital few contributors that account for the
most quality problems in a system
- also called the 80-20 rule, meaning that 80 percent of problems are often due to 20 percent of
the causes
pareto diagrams - Answer histograms, or column charts representing a frequency
distribution, that help identify and prioritize problem areas
quality control charts - Answer a graphic display of data tha tillustrates the results of a
process over time, helps determine whether a process is in control or out of control
main use of control charts - Answer - to prevent defects, rather than to detect or reject them
when a process is in control - Answer any variations in the results of the process are created
by random events; processes that are in control do not need to be adjusted
when a process is out of control, - Answer variations in the results of the processes are
caused by non-random events; you need to ientify the causes of those non-random events and
adjust the process to correct or eliminate them
upper and lower control limits on a quality control chart - Answer - shown as two dashed
lines
- acceptable range of variance in results
- indicated what is stable vs. unstable
mean - Answer indicated by the line in the middle of the chart
specification limits - Answer based on customer expectations (as opposed to control limits
which are organization limits)
