two main categories of evaluation questions

Course 6 – Capstone: Applying Project Management in The Real World QUIZ ANSWERS

Week 3: Maintaining Quality

Google Project Management: Professional Certificate

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TABLE OF CONTENT

Maintaining Quality INTRODUCTION

This course focuses on Maintaining Quality within the Google Project Management Professional Certificate provided by Coursera. Through this course, learners will gain an understanding of quality management standards and how to evaluate a project against those standards to ensure that it meets the required level of quality.

They will also be taught strategies for running successful retrospectives, such as encouraging participation, accountability, and positivity as well as understanding the two main categories of evaluation questions. In addition, they will learn how to distinguish evaluation questions from survey questions and recognize effective ways to share qualitative data.

By completing this course, students will have a better grasp of the importance of quality management in project success. They will also become more confident in their ability to create meaningful assessments and use qualitative data to help inform decisions related to their projects.

Learning Objectives

  • Define and describe key quality management concepts, including quality standards, evaluation questions, and evaluation indicators.
  • Determine quality standards and evaluate against those standards to ensure that the project is achieving the required level of quality.
  • Discuss the survey development process and distinguish between survey questions and evaluation questions.
  • Use a retrospective to identify areas of improvement
  • Develop effective stakeholder reports by applying storytelling strategies to describe data.
  • Discuss strategies to facilitate a productive retrospective by encouraging participation, accountability, and positivity.

ACTIVITY: ADD QUALITY STANDARDS TO YOUR PROJECT PLAN

1. 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 minutes (CORRECT)
  • 98% order accuracy (CORRECT)

Correct: This is one of the criteria Peta and Deanna will use to measure customer satisfaction.

Correct: This is one of the criteria Peta and Deanna will use to measure customer satisfaction.

2. 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)
  • Create a positive experience around the tablets

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

3. 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
  • Functionality (CORRECT)
  • Ease-of-use (CORRECT)

Correct: Functionality is a good quality standard for the tablet launch, since the tablets need to work properly for the project to succeed.

Correct: Ease-of-use is a good quality standard category, since the customers must be able to use the tablets for the project to succeed.

TEST YOUR KNOWLEDGE: EVALUATION QUESTIONS

1. Fill in the blank: _____ involves observing, measuring, and then comparing your findings to a set of agreed-upon criteria.

  • Standardization
  • Regulation
  • Evaluation (CORRECT)
  • Administration

Correct: Evaluation helps you find out if your project meets its quality standards or overall goals.

2. Which quality management process includes beta testing, internal checklists, and feedback surveys?

  • Quality standards
  • Quality control
  • Quality planning
  • Quality assurance (CORRECT)

Correct: Tools and processes that evaluate whether projects meet their goals help implement quality assurance.

3. What does evaluation help project managers to do?

  • Track, manage, and communicate about projects
  • Budget, schedule, and scope projects
  • Improve, judge, and learn about projects (CORRECT)
  • Plan, execute, and complete projects

Correct: Project managers use evaluation to improve, judge, and learn about projects. That way, they can meet quality standards and reach their overall goals.

4. What aspects of a project do evaluation questions measure? Select all that apply.

  • Risks
  • Effectiveness (CORRECT)
  • Outcomes (CORRECT)
  • Impact (CORRECT)

Correct: An evaluation question is a key question about a project or program. These questions typically address outcomes, impact, or effectiveness by asking about how to make improvements or how to measure and compare.

Correct: Evaluation questions assess the outcomes, impact, or effectiveness of a project or program. To do that, evaluation questions ask about how to make improvements or how to measure and compare. For example, an evaluation question about outcomes might ask: Were there unintended outcomes?

Correct: There are two main categories of evaluation questions: questions that ask about how to make improvements and questions that help measure and compare. An evaluation question about impact might ask: How did the project impact the customer’s experience?

5. There are two main categories of evaluation questions. One type helps you make improvements. What does the other type help you do?

  • Manage and delegate
  • Empathize and communicate  
  • Adjust and regulate
  • Measure and compare (CORRECT)

Correct: Evaluation questions that measure and compare help you make judgments about how or whether to proceed with a process or project.

6. Certain evaluation questions help improve a product or service while others help measure and compare. Which three of the following questions can help you improve?

  • What were the costs?
  • What were the results?
  • Which goals are we meeting? (CORRECT)
  • What are the most common participant reactions? (CORRECT)
  • What works and what doesn’t? (CORRECT)

Correct: Evaluation research helps to provide accountability, promote learning, and inform decisions. In this case, learning what goals the team is meeting may help to inform your decisions about how to improve the project.

Correct: Assessing how participants respond to a product or service may help the team better understand how to improve the project. Therefore, this evaluation question offers you the information you need to promote learning and inform your decisions.

Correct: Questions about ongoing processes can help you improve a project. This type of question is foundational to evaluation research, which is designed to promote learning and inform decisions.

7. Which three of the following evaluation questions can help you measure and compare project outcomes?

  • Which goals are we meeting?
  • How can we improve?
  • Were there unintended results? (CORRECT)
  • Are there any lessons to be learned? (CORRECT)
  • What were the costs and benefits? (CORRECT)

Correct: Questions about unintended outcomes help you measure and compare results so you know how to proceed with a project.

Correct: Reflecting on what you’ve learned can help you measure and compare results so you know how to proceed with a project.

Correct: Weighing costs and benefits can help you measure and compare results so you know how to proceed with a project.

8. Which criteria do effective evaluation questions meet? Select all that apply.

  • They quickly reduce project overhead.
  • They are practical and feasible to answer with available resources. (CORRECT)
  • They relate to the purpose of the project. (CORRECT)
  • They address stakeholder or user values, interests, and concerns. (CORRECT)

Correct: Questions that are easy to answer are more likely to give you the data you want. Effective evaluation questions should also relate to the project’s purpose and align with stakeholder or user values.

Correct: Keeping the purpose of the project in mind helps you write questions that give you the data you want. Effective evaluation questions should also be feasible to answer and align with stakeholder or user values.

Correct: Keeping stakeholder and user values, interests, and concerns in mind helps you write questions that give you the data you want. Effective evaluation questions should also relate to the project’s purpose and be feasible to answer.

ACTIVITY: CREATE EVALUATION QUESTIONS AND INDICATORS

1. Which of the following are examples of good evaluation questions you could ask about customer satisfaction with the tablet project? Select all that apply.

  • Does the waitstaff enjoy using the tablets?
  • Which customers are posting about their experiences on social media?
  • Are customers receiving the correct orders? (CORRECT)
  • Are customers having a better dining experience with the tablets? (CORRECT)

Correct: This is a good evaluation question to gauge satisfaction. It addresses stakeholder interests and can be answered through customer survey results.

Correct: This is a good evaluation question to gauge satisfaction. It addresses stakeholder interests and can be answered through customer survey results.

2. Which of the following are examples of good evaluation questions you could ask about tablet ease-of-use? Select all that apply.

  • Which staff members are the best at training customers on the tablets?
  • Do customers think the tablets have an attractive design?
  • How quickly are customers learning how to navigate the tablets? (CORRECT)
  • Do all the tablets work as expected? (CORRECT)

Correct: This is a good evaluation question to gauge ease-of-use. It addresses stakeholder interests and can be answered by tracking how long it takes customers to place their orders.

Correct: This is a good evaluation question to gauge ease-of-use. It addresses stakeholder interests and can be answered by testing the tablets for technical issues.

3. Which of the following evaluation indicators can help answer the evaluation question, “Have we improved customer satisfaction?” Select all that apply.

  • The length of the average customer visit shortens by 15%
  • Guests redeem coupons 25% more often
  • Guests who use the tablets are 50% more likely to recommend the restaurant to a friend (CORRECT)
  • Guests with shorter wait times report wanting to return 20% more often than those with longer wait times (CORRECT)

Correct: This indicator is a good way to find out if the restaurant has improved customer satisfaction.

4. Which of the following evaluation indicators can help answer the evaluation question, “Are the tablets functioning properly?” Select all that apply.

  • Appetizer sales increase by 10%
  • Waitstaff can log into their tablet accounts on the first try (CORRECT)
  • 98% of customers who use tablets receive the correct order (CORRECT)
  • Tablet error logs report a maximum of one error per shift (CORRECT)

Correct: Tracking login issues can help determine whether the tablets are functioning properly.

Correct: The percentage of correct tablet orders is a good indicator of how they are functioning.

Correct: Low error numbers are a good indication that the tablets are functioning properly.

TEST YOUR KNOWLEDGE: SURVEY DEVELOPMENT

1. Fill in the blank: _____ are a method of collecting data you can use to evaluate and measure the quality of a project’s processes, goals, or deliverables.

  • Surveys (CORRECT)
  • Quality planning
  • Quality management plans
  • Evaluation indicators

Correct: Surveys assess the criteria you want to evaluate and provide data that indicates whether you’ve met your quality standards.

2. What is the relationship between survey questions and evaluation questions?

  • Evaluation questions collect data that helps you formulate survey questions.
  • Survey questions collect data that helps you answer evaluation questions. (CORRECT)
  • Survey questions collect data that helps you formulate evaluation questions.
  • Evaluation questions collect data that helps you answer survey questions.

Correct: Survey questions are a more direct interpretation of evaluation questions that are designed to collect data.

3. What is the purpose of an evaluation indicator?

  • An evaluation indicator serves as a research tool that asks respondents to answer a set of questions that the project team can analyze.
  • An evaluation indicator asks a key question about the outcomes, impact, and/or effectiveness of your project or program.
  • An evaluation indicator summarizes research conclusions so the project team can share their findings with stakeholders.
  • An evaluation indicator clarifies the specific type of data you need to collect to answer your evaluation questions. (CORRECT)

Correct: Evaluation indicators state what you want to measure or evaluate, like the number of something, level of satisfaction, or demographic information. They help you take your evaluation questions and determine the specific type of response you need to collect.

4. Imagine that a bank adds a new check deposit feature to its mobile app. One of the evaluation questions for the new feature is: “Does the new feature improve user experience and satisfaction with our app?”

Which of the following survey questions can help you answer this evaluation question? Select all that apply.

  • Do you know which other banking apps include this feature?
  • When did you first hear about this feature?
  • Would you recommend this feature to a friend? (CORRECT)
  • Did you encounter any technical difficulties while using this feature? (CORRECT)
  • On a scale of 1–5, where 1 is “very easy” and 5 is “not at all easy,” how easy is this feature to use? (CORRECT)

Correct: Asking whether customers like a feature enough to recommend it can help measure satisfaction with the user experience. To collect this data, you can use a simple closed-ended question with a single response, like yes or no. You can also ask about customer satisfaction and ease of use.

Correct: Asking about technical problems can help measure the quality of the user experience. To collect this data, you can use an open-ended question that asks respondents to answer in their own words. You can also ask about customer satisfaction and whether users would recommend the feature to a friend.

Correct: A scaled question about ease of use can produce valuable feedback about the user experience. To collect this feedback, you ask respondents to rate their experience on a numeric scale. You can also ask about customer satisfaction and whether users would recommend the feature to a friend.

5. Imagine that a meal kit service pilots a new line of customizable recipes for different dietary needs. One of the evaluation questions about the pilot’s outcome is: “How satisfied are our customers with the new recipes?” Which of the following survey questions would be most useful to answer the evaluation question?

  • How often do you use our meal kits?
  • How many of our new recipes would you make again? (CORRECT)
  • Do we offer enough high-protein options to fit your active lifestyle?
  • Why is our best-selling pasta primavera your favorite recipe?

Correct: This question is specific and addresses one measurable aspect of the project, so it would generate the most useful responses.

TEST YOUR KNOWLEDGE: EVALUATION FINDINGS

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

  • Filter and analyze data.
  • Consider your audience. (CORRECT)
  • Create a detailed evaluation report.
  • Shape the story of your findings.

Correct: 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.

2. 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 sheet (CORRECT)
  • Slide-based report (CORRECT)

Correct: 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.

Correct: 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.

3. 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 analyzing (CORRECT)

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

4. 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)

Correct: 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.

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ACTIVITY: COMPLETE A RETROSPECTIVE DOCUMENT

1. 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 secure (CORRECT)
  • 78% of the customers signed up for the newsletter on the tablets (CORRECT)

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

2. 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 tablets (CORRECT)
  • Tickets were easy to track and came through at a good pace (CORRECT)

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

3. 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 locations (CORRECT)
  • Order accuracy from the kitchen (CORRECT)

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

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

  • Quality management
  • Quality control (CORRECT)
  • Quality assurance
  • Quality planning

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

5. 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 costs (CORRECT)
  • Delivering a quality product (CORRECT)
  • Increasing collaboration and ongoing reviews (CORRECT)

Correct: The quality management process can reduce costs by helping your team to anticipate errors that can lead to additional expenses.

Correct: Implementing quality management can help you deliver a quality project by ensuring that progress is regularly audited and problems are quickly identified.

Correct: 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.

6. 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)
  • 90% of customers state that they can easily navigate the app’s features. (CORRECT)
  • At least 75% of customers report improved health after three months. (CORRECT)

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

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

  • Measurable (CORRECT)
  • attainable
  • simple
  • ambitious

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

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

  • Project charters 
  • Beta testing (CORRECT)
  • Feedback surveys (CORRECT)
  • Internal checklists (CORRECT)

Correct: 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.

Correct: 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.

Correct: 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.

9. 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 questions (CORRECT)

Correct: 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.

10. 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 means (CORRECT)
  • Look for trends, patterns, and anomalies in the data (CORRECT)

Correct: 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.

Correct: 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.

11. 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)
  • Pose a group question and ask for individual responses. (CORRECT)
  • Establish a safe environment for the team. (CORRECT)
  • Review the project timeline. (CORRECT)

Correct: 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.

Correct: 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.

Correct: 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.

Correct: 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.

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

  • Assigns blame
  • Encourages ownership (CORRECT)
  • Identifies solutions for the future (CORRECT)
  • Encourages the team to think holistically about mistakes (CORRECT)

Correct: 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.

Correct: 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.

Correct: Accountability encourages team members to think holistically about mistakes and challenges. This helps the retrospective serve as a tool for process improvement.

13. 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)
  • Ask individuals to share their thoughts, rather than posing questions to the group. (CORRECT)
  • Anticipate potential negativity by meeting one-on-one with team members in advance. (CORRECT)

Correct: 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.

Correct: 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.

Correct: 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.

14. 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 are the cost and benefits?
  • Which goals are being met?
  • Which is benefiting?
  • What is working and what is not working? (CORRECT)

Maintaining Quality CONCLUSION

Quality management is an important skill to learn in order to complete projects successfully. This course will teach you how to define and describe quality management standards, evaluate against those standards, and share qualitative data effectively.

You will also learn strategies for facilitating a productive retrospective by encouraging participation, accountability, and positivity. Join the course now on Coursera.org to master these skills and improve your project management techniques today!

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