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Google Project Management Professional Certificate • STUDY MODE

EVALUATION FINDINGS

QUESTION 1 OF 48

What are some ways that Peta and Deanna agree to measure the customer satisfaction quality standard for the tablet project? Select all that apply.

An average table turn time of 45 minutes

80% email capture and restaurant newsletter opt-in

Lobby wait time of under 10 minutesCorrect Answer

98% order accuracyCorrect Answer

Explanation:

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.

QUESTION 2 OF 48

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?

5% more birthday celebrations across restaurant locations

Increase waitstaff efficiency

Increase customer retention in tablet areas by 5%Correct Answer

Create a positive experience around the tablets

Explanation:

Customer retention is an objective, measurable way to measure customer satisfaction.

QUESTION 3 OF 48

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.

Design

Environment

FunctionalityCorrect Answer

Ease-of-useCorrect Answer

Explanation:

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.

QUESTION 4 OF 48

What is the first thing you should do when preparing an evaluation presentation?

Filter and analyze data.

Consider your audience.Correct Answer

Create a detailed evaluation report.

Shape the story of your findings.

Explanation:

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.

QUESTION 5 OF 48

Which are the most efficient methods for presenting evaluation findings to senior stakeholders and executives? Select all that apply.

Full evaluation report

Raw survey data

Summary sheetCorrect Answer

Slide-based reportCorrect Answer

Explanation:

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.

QUESTION 6 OF 48

Fill in the blank: By _____ data, you become familiar with survey respondents, results, and what those results mean for project quality.

memorizing and communicating

collecting and sorting

transcribing and storing

filtering and analyzingCorrect Answer

Explanation:

Filtering and analyzing can help you understand what the data means and how it answers your evaluation questions.

QUESTION 7 OF 48

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?

Think about what is meaningful to your audience.

Ask your audience members to complete the customer survey themselves.

Draft a data-driven evaluation report with your findings.

Shape the story of your findings into a cohesive narrative.Correct Answer

Explanation:

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

QUESTION 8 OF 48

What areas of the project went well, according to the customer survey results? Select all that apply.

12% of customers experienced technical issues with the tablets

Customers enjoyed extended time at the tables

Customers found the checkout process quick, easy, and secureCorrect Answer

78% of the customers signed up for the newsletter on the tabletsCorrect Answer

Explanation:

According to the customer survey, this is an area that went well.

QUESTION 9 OF 48

What areas of the project improved during the test launch, according to the retrospective review?

Table turn time stayed about the same

72% of customers reported that their orders were correct

Guests seemed to get the hang of the tabletsCorrect Answer

Tickets were easy to track and came through at a good paceCorrect Answer

Explanation:

According to the retrospective review, this is an area that went well.

QUESTION 10 OF 48

According to the retrospective review, what are two areas that need further improvement?

Graphic functionality of the tablets

New menu items

Table turn time at both locationsCorrect Answer

Order accuracy from the kitchenCorrect Answer

Explanation:

This is an area of improvement identified in the retrospective review.

QUESTION 11 OF 48

Fill in the blank: _____ refers to the techniques that ensure quality standards when problems arise with a product or service.

Quality management

Quality controlCorrect Answer

Quality assurance

Quality planning

Explanation:

Quality control ensures that you maintain quality standards when problems arise with a product or service.

QUESTION 12 OF 48

Which of the following are benefits of implementing quality management in a project? Select all that apply.

Increasing budget and resource

Decreasing time to launch

Decreasing costsCorrect Answer

Delivering a quality productCorrect Answer

Increasing collaboration and ongoing reviewsCorrect Answer

Explanation:

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.

QUESTION 13 OF 48

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.

The app’s design is attractive and appealing.

Customers track food and activity on the app four or more days a week.Correct Answer

90% of customers state that they can easily navigate the app’s features.Correct Answer

At least 75% of customers report improved health after three months.Correct Answer

Explanation:

This standard is objective and measurable. Standards need to be objective and measurable so you can clearly identify that the standard has been met.

QUESTION 14 OF 48

Fill in the blank: Quality standards should be _____ so you can clearly determine that your team meets them.

MeasurableCorrect Answer

attainable

simple

ambitious

Explanation:

Standards need to be measurable so you can clearly identify that the standard has been met.

QUESTION 15 OF 48

Which of the following are examples of quality assurance (QA)? Select all that apply.

Project charters

Beta testingCorrect Answer

Feedback surveysCorrect Answer

Internal checklistsCorrect Answer

Explanation:

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.

QUESTION 16 OF 48

What)s the main difference between a survey question and an evaluation question?

Evaluation questions collect data that can help you answer your survey questions

Evaluation questions are closed-ended; survey questions are open-ended

Survey questions collect data that can help you answer your evaluation questionsCorrect Answer

Explanation:

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.

QUESTION 17 OF 48

Which two steps should you take to start analyzing data to present?

Report raw data to confirm evaluation findings

Change quality standards to align with the raw data

Take turns with teammates sharing what you think the data meansCorrect Answer

Look for trends, patterns, and anomalies in the dataCorrect Answer

Explanation:

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.

QUESTION 18 OF 48

Which of the following are techniques to encourage participation in a retrospective? Select all that apply.

Focus on voicing successes and avoid asking about challenges.

Model the kind of participation you’d like to elicit from your team.Correct Answer

Pose a group question and ask for individual responses.Correct Answer

Establish a safe environment for the team.Correct Answer

Review the project timeline.Correct Answer

Explanation:

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.

QUESTION 19 OF 48

What are the benefits of using accountability in a retrospective? Select all that apply.

Assigns blame

Encourages ownershipCorrect Answer

Identifies solutions for the futureCorrect Answer

Encourages the team to think holistically about mistakesCorrect Answer

Explanation:

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.

QUESTION 20 OF 48

In addition to setting a positive tone, which techniques can you use to address negativity during a retrospective? Select all that apply.

Emphasize successes and avoid discussing challenges.

Call a meeting break.Correct Answer

Ask individuals to share their thoughts, rather than posing questions to the group.Correct Answer

Anticipate potential negativity by meeting one-on-one with team members in advance.Correct Answer

Explanation:

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.

QUESTION 21 OF 48

How does quality management help decrease overhead?

By increasing team members’ job satisfaction

By reducing the number of errors that are an expense to the organizationCorrect Answer

By reducing the number of low-performing team members

By increasing the amount of money stakeholders are willing to invest in the project

QUESTION 22 OF 48

Which of the following are common categories of established quality standards? Select all that apply.

Team morale

Management style

Ease of useCorrect Answer

EffectivenessCorrect Answer

QUESTION 23 OF 48

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?

Quality standards

Quality assuranceCorrect Answer

Quality documentation

Stakeholder quality

QUESTION 24 OF 48

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?

What were the results of this evaluation?

What are the most common participant reactions?Correct Answer

What lessons can we learn from this?

What are the costs and benefits?

QUESTION 25 OF 48

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?

The store has increased its advertising budget by 27%.

Customers are 47% more likely to recommend your store to a friend.Correct Answer

Customers redeem store coupons 25% more often.

Store revenue has increased by 15% over the last quarter.

QUESTION 26 OF 48

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?

A close-ended true/false question

An open-ended question

A close-ended scaled questionCorrect Answer

A close-ended multiple choice question

QUESTION 27 OF 48

What is one element that helps an audience visualize data during a presentation?

Use graphics or charts to show data.Correct Answer

Use very bright colors that clash with each other to make graphs stand out.

Avoid the use of visuals and create a list.

Use a small font to display a lot of information.

QUESTION 28 OF 48

As a project manager, what is your role during a retrospective? Select all that apply.

Stay silent and let team members lead the discussion

Identify details to include in the retrospective documentCorrect Answer

Ensure all team members feel includedCorrect Answer

Manage the tone of the discussionCorrect Answer

QUESTION 29 OF 48

What is the most important reason to get high participation in your retrospectives?

High participation reflects your influence as project manager.

High participation indicates the importance of your project.

High participation increases the chance for meaningful process improvements.Correct Answer

High participation increases the likelihood that your top performers will be present.

QUESTION 30 OF 48

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?

Come prepared with specific challenges to discuss.Correct Answer

Turn complaints into SMART action items.

Identify the team’s role in creating a specific challenge.

Detach the challenge from a specific team member.

QUESTION 31 OF 48

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?

Increased collaboration

Delivering a quality product

Decreased overheadCorrect Answer

Quality standards

QUESTION 32 OF 48

Beta testing, internal checklists, and feedback surveys are all examples of what?

Quality control methods

Quality requirements

Quality assurance methodsCorrect Answer

Quality standards

QUESTION 33 OF 48

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?”

A close-ended multiple choice question

A close-ended scaled question

A close-ended true/false question

An open-ended questionCorrect Answer

QUESTION 34 OF 48

When should you hold a project retrospective? Select all that apply.

After the project kickoff

Every week of the project

After a project milestoneCorrect Answer

At the end of a projectCorrect Answer

QUESTION 35 OF 48

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?

Create a safe space

Review the project

Model participationCorrect Answer

Pose a question each participant can answer

QUESTION 36 OF 48

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?

Identify the team’s role in creating a specific challenge

Come prepared with specific challenges to discuss

Detach the challenge from a specific team member

Turn complaints into SMART action itemsCorrect Answer

QUESTION 37 OF 48

Which of the following is a common quality management tool to help ensure that your project is delivering quality and producing a desired outcome?

Cost-benefit analyses

Post-mortem reviews

Feedback surveysCorrect Answer

Three-point estimating

QUESTION 38 OF 48

Which of the following are common resources for determining quality standards? Select all that apply.

Corporate vision statements

Profit and loss statements

Industry researchCorrect Answer

Business case documentsCorrect Answer

QUESTION 39 OF 48

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?

An open-ended question

A close-ended true/false question

A close-ended scaled question

A close-ended multiple choice questionCorrect Answer

QUESTION 40 OF 48

In the context of a retrospective, what term best refers to responsibility for decisions associated with a project or task?

Management

AccountabilityCorrect Answer

Blame

Participation

QUESTION 41 OF 48

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?

Customers are 35% more likely to recommend your store to a friend.

Customers redeem store coupons 25% more often.Correct Answer

Customers are 47% more likely to recommend your store to a friend.

The store has increased the advertising budget by 25%.

QUESTION 42 OF 48

Which of the following are among the main purposes of a retrospective? Select all that apply.

To single out weak performers

To encourage team buildingCorrect Answer

To facilitate improved collaborationCorrect Answer

To promote positive changesCorrect Answer

QUESTION 43 OF 48

What is the purpose of quality assurance in quality management?

To determine quality standards for your project

To decrease overheadCorrect Answer

To evaluate and measure how well your project meets its goals

To ensure quality standards are maintained when a problem is identified

QUESTION 44 OF 48

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.

By using jargon and technical terms

By using vague and general terms

By using a slide-based presentationCorrect Answer

By using a summary sheetCorrect Answer

QUESTION 45 OF 48

What term refers to the requirements and specifications that your product must meet in order to be considered successful by your stakeholders?

Quality documentation

Quality assurance

Quality management

Quality standardsCorrect Answer

QUESTION 46 OF 48

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?

Come prepared with specific challenges to discuss.

Detach the challenge from a specific team member.

Identify the team’s role in creating a specific challenge.Correct Answer

Turn complaints into SMART action items.

QUESTION 47 OF 48

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?

A detailed write-up of evaluation methods and collected data.Correct Answer

A raw data report of survey feedback.

A slide-based presentation with a technical evaluation of methods and collected data.

A one-page write-up of information relevant to their investment in the project.

QUESTION 48 OF 48

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?

What are the goals?

Who is benefiting?

What are the costs and benefits?Correct Answer

What is working and what is not working?

Ready to test your recall?

What are some ways that Peta and Deanna agree to measure the customer satisfaction quality standard for the tablet project? Select all that apply.

💡Select all 2 correct answers before submitting (0 of 2 selected).

An average table turn time of 45 minutes

80% email capture and restaurant newsletter opt-in

Lobby wait time of under 10 minutes

98% order accuracy

How confident are you in this answer?