EVALUATION FINDINGS
What are some ways that Peta and Deanna agree to measure the customer satisfaction quality standard for the tablet project? Select all that apply.
This is one of the criteria Peta and Deanna will use to measure customer satisfaction. Explanation: This is one of the criteria Peta and Deanna will use to measure customer satisfaction.
Quality standard criteria should be objective and measurable. In addition to the methods mentioned in the check-in transcript, what is another way Deanna and Peta could measure customer satisfaction for the tablet project?
Customer retention is an objective, measurable way to measure customer satisfaction.
In addition to customer satisfaction, what are some other quality standard categories that could help evaluate the success of the tablet test launch? Select all that apply.
Functionality is a good quality standard for the tablet launch, since the tablets need to work properly for the project to succeed. Explanation: Ease-of-use is a good quality standard category, since the customers must be able to use the tablets for the project to succeed.
What is the first thing you should do when preparing an evaluation presentation?
Thinking about what’s meaningful to your audience and how much time they have helps you decide how to share information. After you consider your audience, you can create a report, filter and analyze the data, and communicate your findings.
Which are the most efficient methods for presenting evaluation findings to senior stakeholders and executives? Select all that apply.
A summary sheet is a short write-up that includes the most relevant information, making it appropriate for senior stakeholders. Another efficient method is a slide-based report, which is a visual presentation of the most relevant information. Explanation: A slide-based report is a visual presentation of the most relevant information, making it appropriate for senior stakeholders. Another efficient method is a summary sheet, which includes a concise write-up of the most relevant information.
Fill in the blank: By _____ data, you become familiar with survey respondents, results, and what those results mean for project quality.
Filtering and analyzing can help you understand what the data means and how it answers your evaluation questions.
Imagine you are a project manager creating an evaluation presentation based on the results of a customer survey. You analyze the data, learn what the data means, and confirm how the data answers your evaluation questions. What is the final step you need to take before presenting your results?
Storytelling is the process of turning facts into narrative to communicate something to an audience. After you have analyzed and interpreted the data, you are ready to craft the story of the data as a cohesive narrative your audience will appreciate. ACTIVITY: COMPLETE A RETROSPECTIVE DOCUMENT
What areas of the project went well, according to the customer survey results? Select all that apply.
According to the customer survey, this is an area that went well.
What areas of the project improved during the test launch, according to the retrospective review?
According to the retrospective review, this is an area that went well.
According to the retrospective review, what are two areas that need further improvement?
This is an area of improvement identified in the retrospective review.
Fill in the blank: _____ refers to the techniques that ensure quality standards when problems arise with a product or service.
Quality control ensures that you maintain quality standards when problems arise with a product or service.
Which of the following are benefits of implementing quality management in a project? Select all that apply.
The quality management process can reduce costs by helping your team to anticipate errors that can lead to additional expenses. Explanation: Implementing quality management can help you deliver a quality project by ensuring that progress is regularly audited and problems are quickly identified. Explanation: The quality management process can increase collaboration and ongoing reviews by establishing regular check-ins and ensuring that everyone agrees what good work looks like.
A health and fitness company has produced a new app. Which of the following could be examples of quality standards for the app? Select all that apply.
This standard is objective and measurable. Standards need to be objective and measurable so you can clearly identify that the standard has been met.
Fill in the blank: Quality standards should be _____ so you can clearly determine that your team meets them.
Standards need to be measurable so you can clearly identify that the standard has been met.
Which of the following are examples of quality assurance (QA)? Select all that apply.
Quality assurance consists of reviewing processes to evaluate a project. Beta testing is one QA method to help you evaluate and measure how well your project is meeting its goals. Other examples of QA include internal checklists and feedback surveys. Explanation: Quality assurance consists of reviewing processes to evaluate whether or not your project is delivering an acceptable level of quality. You can implement QA in a variety of ways. Examples include fielding surveys, beta testing, and using internal checklists. Explanation: Your project team can employ quality assurance methods to evaluate whether or not your project is delivering an acceptable level of quality. Internal checklists support this process. Other examples of QA include beta testing and feedback surveys.
What)s the main difference between a survey question and an evaluation question?
Survey questions are a more direct interpretation of evaluation questions that are designed to collect data. Evaluations questions ask about the outcomes, impact, and/or effectiveness of your project or program.
Which two steps should you take to start analyzing data to present?
You can take turns sharing what you think the data means. This allows you to check your understanding and uncover additional information through your varied perspectives. Explanation: Your job is to figure out what the data means and explain how the data answers your evaluation questions. To do this, you need to analyze the data. You should look for trends, patterns, and anomalies in the data and talk through data interpretation with your teammates.
Which of the following are techniques to encourage participation in a retrospective? Select all that apply.
You can model participation by sharing your own examples of successes and challenges. Beyond that, be sure to create a safe environment for honest discussion, pose questions and ask for responses, and review the project timeline. Explanation: It may be helpful to pose a question like, “What was one success and one challenge you experienced on this project?” and then ask each team member to share. Beyond that, be sure to create a safe environment for honest discussion, model exemplary participation, and review the project timeline. Explanation: To create a safe environment, remind the team that the retrospective is a meeting free from stakeholders or customers. You should also tell them that it’s safe to discuss problems. Beyond that, be sure to model participation, pose questions and ask for responses, and review the project timeline. Explanation: You can share the project timeline to ensure the retrospective covers more than just recent successes and challenges. This may help the team to think further back in the project life cycle. Beyond that, be sure to create a safe environment, model exemplary participation, and pose questions and ask for responses.
What are the benefits of using accountability in a retrospective? Select all that apply.
A retrospective is a tool for process improvement, so participants need to be honest about improving performance. This is rooted in accountability, which helps team members feel ownership over an aspect of the project. Explanation: Accountability encourages team members to think holistically, share honestly, and identify solutions for the future. This means that the retrospective can serve as a tool for process improvement. Explanation: Accountability encourages team members to think holistically about mistakes and challenges. This helps the retrospective serve as a tool for process improvement.
In addition to setting a positive tone, which techniques can you use to address negativity during a retrospective? Select all that apply.
Sometimes negativity arises. You may be able to de-escalate the situation by calling a meeting break. You can also address negativity by anticipating it before it arises in individual meetings, by determining how to set the right tone, and by asking questions of individuals. Explanation: To handle negativity in a retrospective, it can help to ask questions of individuals, rather than posing questions to the group. You can also anticipate potential negativity by meeting with each team member and determining how to set the right tone. If things get tense, you can always call a meeting break. Explanation: To better prepare, you can arrange advance meetings to assess potential negativity from individual team members. You can also address negativity by determining how to set the meeting tone and by asking questions of individuals. If things get tense, you can always call a meeting break if needed.
How does quality management help decrease overhead?
Which of the following are common categories of established quality standards? Select all that apply.
You are creating a quality management plan for a product redesign. You employ a panel of customers to do two tasks: preview new features and rate the desirability of new features. What aspect of quality management does your preview process represent?
There are two main categories of evaluation questions: Questions that ask how you can make improvements and questions that help you measure and compare outcomes. Which of the following questions intends to help you make improvements?
You are evaluating a customer experience initiative that you manage for a large department store. Which of the following evaluation indicators answers the evaluation question: Have we improved customer satisfaction?
Your quality management plan for a product redesign project includes beta testing to preview new features. You ask beta test participants this question: “On a scale of 1 to 5 (where 1= “almost never” and 5= “all the time”), how often would you use this feature?” What type of survey question is this an example of?
What is one element that helps an audience visualize data during a presentation?
As a project manager, what is your role during a retrospective? Select all that apply.
What is the most important reason to get high participation in your retrospectives?
As a project manager, you are leading a project retrospective. You start by discussing some negative feedback about a new feature that was left by beta testers. What technique are you using to encourage team accountability in the retrospective?
Your quality management plan uses a panel of experienced users to preview new features. You find the benefit of this preview process is that it reduces the amount of time and money spent to implement features that users are not eager to use. Which of the following describes this benefit of your quality management plan?
Beta testing, internal checklists, and feedback surveys are all examples of what?
You are creating a survey about a new product feature. What type of survey question are you asking when you say “What do you like most about this new feature?”
When should you hold a project retrospective? Select all that apply.
As a project manager, you are leading a project retrospective. You are nervous your team might not participate. You start the meeting by discussing a mistake you made that delayed the project by a couple of days. What technique are you using to encourage participation in the retrospective?
As a project manager, you are leading a project retrospective. Some feedback is that the design feels detached from the visual direction of the app. You identify a follow-up item to invite the design lead to weekly meetings moving forward. What technique are you using to encourage team accountability in the retrospective?
Which of the following is a common quality management tool to help ensure that your project is delivering quality and producing a desired outcome?
Which of the following are common resources for determining quality standards? Select all that apply.
You are creating a survey about the implementation of a new tool in your company. You include the question “How many times have you used the new tool this week?” The answer options are “zero times,” “1-2 times,” “3-4 times,” and “more than 4 times.” What type of survey question are you asking?
In the context of a retrospective, what term best refers to responsibility for decisions associated with a project or task?
You are evaluating a customer experience initiative that you manage for an online clothing store. Which of the following evaluation indicators would answer this evaluation question: Are customers paying attention to our email newsletters?
Which of the following are among the main purposes of a retrospective? Select all that apply.
What is the purpose of quality assurance in quality management?
In addition to a full-summary report, what are two other ways that you can present information in a timely manner during a presentation? Select all that apply.
What term refers to the requirements and specifications that your product must meet in order to be considered successful by your stakeholders?
As a project manager, you are leading a project retrospective. You put together a short list of negative feedback about a new feature that was left by beta testers to start the discussion. What technique are you using to encourage team accountability in the retrospective?
You need to prepare an evaluation presentation for one of your project’s senior stakeholders. Which of the following presentation styles would be most appropriate for your audience?
There are two main categories of evaluation questions: Questions that ask how you can make improvements and questions that help you measure and compare outcomes. Which of the following questions intends to help you measure and compare?
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What are some ways that Peta and Deanna agree to measure the customer satisfaction quality standard for the tablet project? Select all that apply.
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