Quality Management and Continuous Improvement INTRODUCTION

TEST YOUR KNOWLEDGE: QUALITY MANAGEMENT

1.  As a project manager, you conduct a process to determine which standards of quality are relevant to the project and how to satisfy them. Which quality management concept does this describe?

2. Which quality management concept—often set at the beginning of a project—uses multiple guidelines, such as reliability and usability, to ensure its desired outcome?

3. As a project manager, you and your team monitor project results and delivery to determine if the desired results are being met. If issues are identified, you take corrective action to resolve them. Which quality management concept does this describe?

4. As a project manager, you and your team conduct a review process. Your goal is to evaluate whether the project is moving toward delivering a high-quality service or product and to prevent defects before they occur. Which quality management concept does this describe?

5. Which quality management concept is about evaluating if a project is moving towards delivering a high-quality service or product?

TEST YOUR KNOWLEDGE: COMPLIE FEEDBACK TO MEASURE SATISFACTION

1. A project manager should ask open-ended questions when utilizing which of the following three interpersonal skills?

2. When is an optimal time to send out a feedback survey?

3. What are the main goals of a user acceptance test (UAT)? Select all that apply.

4. As a project manager running a user acceptance test (UAT), you take your users through a sequence of steps to accomplish tasks in your product. What is the term for these steps?

5. Which of the following are best practices for running an effective UAT? Select all that apply.

6. What is the benefit of a user acceptance test (UAT)?

TEST YOUR KNOWLEDGE: CONTINUOUS IMPROVEMENT

1. Fill in the blank: _____ is an ongoing effort to improve products or services. It begins with a project manager recognizing processes and tasks that they should create, eliminate, or improve.

2. As a project manager, you decide to use a continuous improvement framework to help you measure success. The framework you choose has a step that involves conducting performance metrics and data collection to establish baselines. Which framework does this describe?

3. Which continuous improvement framework does the following scenario represent?

A project manager identifies an ongoing communication issue where a vendor isn’t getting notified about product shipments. To fix the problem, they first plan additional communication strategies. Next, they implement one of their strategies—send an additional email after each shipment. Then, they check to verify that the customer receives the email. Finally, they review the process to fine-tune and ensure continuous improvement.

4. What’s the main difference between a program and a portfolio?

5. A construction company tests a strategy to reduce costs on a collection of projects. This experiment is part of a long-term business objective. What position would most likely oversee this test across several projects?

6.  In which step of the DMAIC framework do you work to find the root causes of problems and understand their impact?

7. What role does a program manager play in an organization?

8. What are the three main purposes of holding a retrospective? Select all that apply.

TEST YOUR KNOWLEDGE: RETROSPECTIVES

1. A project manager sends out an anonymous team survey for feedback after a customer reports they’re not happy with a product feature. Then, the project manager calls a team meeting to discuss the feedback in the survey. During the meeting, the project manager asks the team to use “we” language instead of “you” language. At the end of the meeting, the team discusses what lessons the team will carry into future work.

Which three retrospective best practices are the project manager and team following?

2. What are the main purposes of a retrospective? Select all that apply.

3. What are some typical reasons for holding a retrospective? Select all that apply.

4. Fill in the blank: As a project manager, the way you choose to structure your retrospective will depend on _____.

GOOGLE PROJECT MANAGEMENT COURSERA ANSWERS AND STUDY GUIDE

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Project Execution: Running the Project WEEKLY CHALLENGE 2

1. As a project manager overseeing a product launch, you monitor and inspect the results to ensure the project is meeting the quality standards. You notice one standard is not being met and take corrective action to improve the standard. Which quality management concept does the inspection and corrective action represent?

2. Which quality management concept takes place throughout the entire project lifecycle and focuses mainly on audits and testing during the development process?

3. As a project manager, you learn that a product is behind schedule. After communicating the delay to the customer, you listen to their frustrations, address them, and find a solution beneficial for both of you. Which soft skill does this represent?

4. As a project manager, you’re doing a user acceptance test (UAT) to test your product. You present your users with the visual mockup of the product and walk them through each step they need to take to use the product. What UAT quality control step does this scenario represent?

5. How should a project manager engage in continuous improvement that enhances team performance?

6. As a project manager, you have already identified a process-based problem to improve, found its root cause, and implemented a solution. Now, you take the next step: You monitor the new process to ensure the changes are beneficial to the team. Which DMAIC step are you currently applying?

7. As a project manager, you learn a customer is not satisfied with the quality of a finished product. You have already identified the root cause and brainstormed solutions to the problem with the team. Now, you and the team attempt to fix the problem by implementing a solution. Which PDCA step did you apply?

8. Who can take a beneficial process improvement from one project and implement it across several projects?

9. Fill in the blank: The way a project manager decides to structure a retrospective depends on _____.

10. What’s the main purpose of holding a retrospective?

11. As a project manager, you’re overseeing the launch of a new product: a portable, solar-powered stove. Before beginning the project, you set a criteria for the desired outcome: It must maintain a specific cooking temperature for a set period of time. Which quality management concept does this criteria represent?

12. To receive authentic and honest feedback from customers, what strategy should a project manager use?

13. During a user acceptance test (UAT), the users identify outliers that the original requirements didn’t account for, such as an extreme use of the product. What UAT quality control step does this represent?

14. A project manager is considering process improvements. They identify that their team is too slow when delivering a service. They have an educated guess about what’s causing the problem and how to fix it. What’s the term for this educated guess?

15. As a project manager, you identified a process-based problem you’d like to improve. Before implementing a solution, you conduct performance metrics and data collection. This establishes baseline data that will determine success. What DMAIC step did you apply?

16. As a project manager, you learn a customer is not satisfied with the quality of the finished product. To fix the problem, you first identify what you believe is the root cause and brainstorm solutions with your team. What PDCA step did you apply?

17. Which parts of a company ecosystem rely on continuous improvement to have collective and separate successes? Select all that apply.

18. Fill in the blank: The way a project manager decides to structure a retrospective depends on _____.

19. What’s the main purpose of holding a retrospective?

20. As a project manager, you’re overseeing the launch of a new product: a portable, solar-powered stove. Before beginning the project, you set a criteria for the desired outcome: It must maintain a specific cooking temperature for a set period of time. Which quality management concept does this criteria represent?

21.  A project manager sets clear expectations with customers about when they’ll communicate certain project updates and changes. To gain the customers’ confidence, the project manager also provides situational examples of when they may communicate. Which soft skill does this project manager use with their customers?

22. During a user acceptance test (UAT), the users identify outliers that the original requirements didn’t account for, such as an extreme use of the product. What UAT quality control step does this represent?

23. A project manager is considering process improvements. They identify that their team is too slow when delivering a service. They have an educated guess about what’s causing the problem and how to fix it. What’s the term for this educated guess?

24. As a project manager, you identify a process-based problem you’d like to improve. To better understand the problem, you examine the technology to understand its root cause and interview the team on how it’s impacting their performance. Which DMAIC step did you apply?

25. As a project manager applying the PDCA process, you’ve already attempted to fix a process that you believe is causing a common customer complaint. As your next step, you compare your results to the goal to determine if you fixed the issue. What PDCA step will you apply?

26. Which parts of a company ecosystem rely on continuous improvement to have collective and separate successes? Select all that apply.

27. Which of the following is a retrospective best practice?

28. What’s the main purpose of holding a retrospective?

29. A project manager sets clear expectations with customers about when they’ll communicate certain project updates and changes. To gain the customers’ confidence, the project manager also provides situational examples of when they may communicate. Which soft skill does this project manager use with their customers?

30. During a user acceptance test (UAT), the project manager creates UAT scripts so the testers better understand the product or service. The project manager writes the scripts based on user stories, which are best described as what?

31. As a project manager, you identified a process-based problem you’d like to improve. Before implementing a solution, you conduct performance metrics and data collection. This establishes baseline data that will determine success. What DMAIC step did you apply?

32. As a project manager, you learn a customer is not satisfied with the quality of a finished product. You have already identified the root cause and brainstormed solutions to the problem with the team. Now, you and the team attempt to fix the problem by implementing a solution. Which PDCA step did you apply?

33. A project team discovers an efficient process to more quickly develop a product. The program manager implements the idea in several other projects. When the portfolio manager learns that the more efficient process is working across several projects, they recommend it to several programs. This scenario exemplifies which best practice?

34. A team successfully delivers a product feature to a client, but misses the deadline. What should the project manager do to investigate why the product feature was late?

35. As a project manager, you hold a retrospective. During the meeting, you give the team an opportunity to discuss risks that materialized: Were there any gaps between the original plan and its execution? Which retrospective step does this represent?

36. Before running a process improvement experiment, a project manager needs to first identify processes to change and leave unchanged. What’s the experiment-related term for the unchanged process?

37. As a project manager, you learn a customer is not satisfied with the quality of a finished product. You have already identified the root cause and brainstormed solutions to the problem with the team. Now, you and the team attempt to fix the problem by implementing a solution. Which PDCA step did you apply?

38. During which step of the quality management process does a project manager ask questions such as: “How will I determine if the quality measures will lead to project success?” and “What outcome do my customers want at the end of this project?”

39. As a project manager, you hold a retrospective. During the meeting, you have a discussion about risks that could become issues if not addressed this quarter. You also inform the team that you’re passing ownership of the project to someone else. In the retrospective notes, you include the contact information of the new project manager and links to any relevant documentation. Which retrospective step does this represent?

40. As a project manager, you’re overseeing a product launch. You meet with customers to determine the product’s quality standards. Then, you create processes and documentation necessary to achieve the expected quality. Which quality management concept do these tasks represent?

41. Which quality management concept must be well-defined at the beginning of the project to help avoid rework and schedule delays?

42. As a project manager, you identified a process-based problem you’d like to improve, found its root cause,  and implemented a solution. Now, you monitor the new process to ensure the changes are beneficial to the team. Which DMAIC step are you currently applying?

43. During the user acceptance test (UAT), the users identify outliers that the original requirements didn’t account for, such as an extreme use of the product. What UAT quality control step does this represent?

Quality Management and Continuous Improvement CONCLUSION