Information Technology Project Management 8th - Chapter 8 Complete Guide

Information Technology Project Management 8th - Chapter 8 Complete Guide 5 whys A technique in which you repeatedly ask the question "Why?" to help peel away the layers of symptoms that can lead to the root cause of a problem acceptance decisions Decisions that determine if the products or services produced as part of the project will be accepted or rejected appraisal cost The cost of evaluating processes and their outputs to ensure that a project is error-free or within an acceptable error range benchmarking A technique used to generate ideas for quality improvements by comparing specific project practices or product characteristics to those of other projects or products within or outside the performing organization Capability Maturity Model Integration (CMMI) A process improvement approach that provides organizations with the essential elements of effective processes cause-and-effect diagram A diagram that traces complaints about quality problems back to the responsible production operations to help find the root cause; also known as a fishbone diagram or Ishikawa diagram checksheet A technique used to collect and analyze data; sometimes called a tally sheet or checklist conformance Delivering products that meet requirements and fitness for use conformance to requirements Project processes and products that meet written specifications control chart A graphic display of data that illustrates the results of a process over time cost of nonconformance Taking responsibility for failures or not meeting quality expectations cost of quality The cost of conformance plus the cost of nonconformance defect Any instance in which the product or service fails to meet customer requirements design of experiments A quality technique that helps identify which variables have the most influence on the overall outcome of a process DMAIC (Define, Measure, Analyze, Improve, Control) A systematic, closed-loop process for continued improvement that is scientific and fact based external failure cost A cost related to all errors that are not detected and corrected before delivery to the customer features The special characteristics that appeal to users fishbone diagram A diagram that traces complaints about quality problems back to the responsible production operations to help find the root cause; also known as a cause-and-effect diagram or Ishikawa diagram fitness for use A product that can be used as it was intended flowchart A graphic display of the logic and flow of processes that helps you analyze how problems occur and how processes can be improved functionality The degree to which a system performs its intended function histogram A bar graph of a distribution of variables integration testing Testing that occurs between unit and system testing to test functionally grouped components and ensure that a subset or subsets of the entire system work together internal failure cost A cost incurred to correct an identified defect before the customer receives the product Ishikawa diagram A diagram that traces complaints about quality problems back to the responsible production operations to help find the root cause; also known as a cause-and-effect diagram or fishbone diagram ISO 9000 A quality system standard developed by the International Organization for Standardization (ISO) that includes a three-part, continuous cycle of planning, controlling, and documenting quality in an organization kaizen The Japanese word for improvement or change for the better; an approach used for continuously improving quality in organizations lean An approach for improving quality that involves evaluating processes to maximize customer value while minimizing waste maintainability The ease of performing maintenance on a product Malcolm Baldrige National Quality Award An award started in 1987 to recognize companies that have achieved a level of world-class competition through quality management maturity model A framework for helping organizations improve their processes and systems mean The average value of a population measurement and test equipment costs The capital cost of equipment used to perform prevention