3.26 Day Sixth Homework, 10th chapter quality, 11 chapters manpower

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3.26 Days Sixth assignment, chapter 10th quality, Chapter 11 Manpower

1. Basic principles of quality management
To practical as the core of multi-requirements, systems engineering, staff participation management, management and first attention, protection of consumer rights, facing the international market.

2, the goal of quality management
Customer satisfaction.
Prevention is better than checking.
Processes within each stage.
Quality management attaches importance to results and processes
Implement quality improvement measures (e.g. total quality management, continuous improvement, etc.) that the organization actively adopts

3. What are the main activities of quality management?
Project Quality management can be decomposed into three processes: quality planning, quality assurance and quality control.
Quality planning is the determination of the quality standards associated with the project and the determination of how to meet these quality standards.
Quality assurance is one of the activities that regularly assesses overall project performance to establish the confidence that the project will meet the relevant quality standards.
Quality control refers to the monitoring of specific project results to determine whether they meet the relevant quality standards and to identify ways to eliminate the causes of poor performance.

4. What are the four links in the quality management process?
Establish quality standards system, quality control of project implementation, quality and standard control, corrective error correction.

5. What are the 8 principles of ISO9000 Quality management?
Customer-centric, leadership, full participation, process approach, management system approach, continuous improvement, fact-based decision-making, and supply-side mutually beneficial relationship.

6, Total Quality management is a total, the whole process, the whole enterprise quality control it by the structure, technology, personnel, change 4 Elements of the drive.

7. What are the 4 core characteristics of total quality management?
Full participation in quality management, the whole process of quality management, comprehensive methods of quality management, comprehensive results of quality management.

8, Six Sigma means six times times the standard deviation, in the quality of each million bad product rate of less than 3.4.

9. What is the core of the Six Sigma management law? And what does DMAIC mean? What are the four elements?

The core of the Six Sigma approach is to use all the work as a process, using a quantitative approach to analyze the factors that affect the quality of the process , and identify the most critical factors to improve to achieve higher customer satisfaction.
Dmais: determination, measurement, analysis, improvement, control
DMAIC is comprised of 4 elements: the highest management commitment, the participation of all parties involved, the training programme and the measurement system.

What is the advantage of 10 and Six Sigma?
The advantage of Six Sigma is that it improves and guarantees quality from the implementation of the project, rather than testing the control quality from the results .

11, the CMM includes which five grades, please write from low to high.
The first level is the initial level, level two is repeatable, level three is defined, level four is managed, and level five is the optimization level.

12, the CMMI includes which five levels, please write from low to high.
The first level is the initial level, the level two is the management level, the three level is the definition level, the four level is the quantitative management level, the five level is the optimization level.

13. What is the name of SPCA? What criteria is it based on? Which of the 2 models should be internal? What is the need for a second-party or third-party assessment?
SPCA full name is: Software process and Capability Maturity Assessment, is the Ministry of Information Industry in conjunction with the National Accreditation and Accreditation Supervision and Management Committee in the full study of the International Software Evaluation system, special software Capability Maturity Model (CMMI), The software evaluation system established after the actual situation of domestic software industry is considered .
SPCA is based on the evaluation criteria of the Ministry of Information Industry "SJFI ' 11234-2001 software process capability Evaluation model" and "Sjit 11235-2001 software Capability Maturity Model" two standards.
sj/t 11234 "Software process capability Evaluation Model" for software enterprises on their own software process capability internal improvement needs, and sj/t 11235 "software Capability Maturity Model" for the software enterprise comprehensive ability of the second party or third party assessment needs.

14, the development of the project Quality Plan includes the main activities: the collection of information, the preparation of project quality plan, learn to use tools and Technology, form the project quality plan.

15. Develop the main methods, techniques and tools used in the project quality plan.
The development of project quality plan generally adopts the methods and techniques of benefit/cost analysis, datum comparison, flowchart, experiment design, quality cost analysis and so on. In addition, the development of the project quality plan can also be used to develop quality functions, process decision-making procedures and other tools.

16, the definition of experimental design? 2 examples are presented.
Experimental design is a statistical method that helps determine the factors that affect a particular variable.
For example, computer chip designers may want to determine how materials and equipment are combined to produce the most reliable chips at a reasonable cost .
For example, the cost of advanced programmers is much higher than that of junior programmers, and the design of "experimentation" ( the cost and duration of different combinations of high-level programmers and novice programmers) can often be used to determine the optimal solution from a limited number of scenarios .

17. What are the three costs of quality? What are their definitions, respectively? and give examples to illustrate.
Quality cost is divided into prevention cost, evaluation cost and defect cost.
Prevention costs are those that are paid to ensure that the product meets the requirements and that there is no product defect. For example, project quality planning, quality planning, quality control plan, quality audit, design audit, Process Control engineering, quality measurement, test System establishment (test equipment and system design and development or purchase), quality training, Ren Dong evaluation, etc.
The cost of assessment is the cost of checking and testing for the purpose of making the work meet the requirements. For example, design assessment , receiving inspection, procurement inspection, testing, test results analysis and reporting.
The defect cost is further divided into internal and external defect costs. The cost of internal defects refers to the cost of making up the product before it is delivered and the failure occurs in the company. such as product replacement, rework or repair, scrap and scrap, re-testing, defect diagnosis, internal failure correction, etc.
The cost of external defects refers to the costs incurred outside the company, usually by the customer's request. For example, product complaints Assessment , product warranty complaints, returns, increase marketing costs to compensate for lost customers, scrap recalls, product liability, customer visits to solve problems.

18, the definition of quality function expansion? Why does it also call quality house?
The Quality Function development (QFD) is the professional method which transforms the project quality requirement and the customer opinion into the technical requirements of the project. This method has been widely used in engineering field, OFD matrix is mainly used to determine the quality requirements of the project, the shape looks like a house, so also called the quality of the house.

19. What are the six elements of the quality house? What are their definitions, respectively?
(1) "Customer request" is the customer's opinion or customer's needs and expectations, often involving the customer wants to get the product or service is what the problem.
(2) "Priority" is the customer's attention to a number of requirements are assigned to the degree of attention, usually defined by the customer, can be in order by 1, 2, 3 "and so on. In general, customer priority requirements should also be a priority for the project team.

(3) "Product or service characteristics" refers to the characteristics of the product design, manufacturing or service provision that are required to meet the customer's requirements, which are determined by the project team and are usually related to the structure and performance of the product or service.
(4) "Related relation matrix" refers to the relationship between many characteristics of a product or service, and is usually expressed by positive correlation or negative correlation, depending on the interaction between them.
(5) "Relational matrix" refers to the relationship between customer requirements and product or service characteristics, according to the degree of association between them, usually with strong, medium, weak three qualitative relationship to determine.
(6) "Product or service technical parameters" refers to the quality performance parameters of a product or service, usually measured by objective criteria that can be measured.

20. What is the main idea of PDPC?
The main idea of the process-decision-making program chart (decision PDPC) is to make a comprehensive analysis of the process of achieving the stated objectives in the formulation of the plan, to estimate the possible obstacles and outcomes, to conceive and develop Corresponding contingency measures and contingency plans to maintain the flexibility of the plan and, in the course of the implementation of the plan, to take the original design measures as soon as possible in the event of adverse circumstances and to revise the programme at any time so that the plan can be carried out in a methodical manner to achieve the intended objectives; When there is no anticipated situation, the flexibility to adopt a flexible response to solve.

21. What are the contents of the Process Improvement plan?

Process boundary, process configuration, Process measurement index, performance improvement.

22. What are the contents of the Project quality assurance activities?
Project Quality assurance activities include: how to establish quality standards, how to establish quality control processes, how to evaluate the quality system.

23. What are the basic contents of the quality assurance activities of the project management? Four
Develop quality standards, develop quality control processes, propose methods and techniques for quality assurance, and establish quality assurance systems.

24. What are the technology and methods of project quality assurance?
Benefit/cost Analysis, benchmark comparison, flowchart, experimental design, quality cost analysis and other methods and techniques, quality function development , process decision-making procedure diagram method and other tools, process analysis, project quality audit.

25. What is the content of quality audit?
Quality audits are structured and independent methods of assessment of other quality management activities, and are used to determine whether the implementation of the project activity complies with the principles, processes and procedures defined in the organization and the project.
The goal of quality audits is to identify inefficient and ineffective policies, processes, and procedures used in the project. Subsequent efforts to take corrective action on the results of quality audits will result in reduced quality costs and increased customer or (in-organization ) satisfaction with the products and services of the Promoter.
Quality audits can be pre-planned or random, and can be done within an organization or by a third party < external organization. The quality audit also confirms approved change requests, corrective actions, defect revisions, and the implementation of preventive measures .

26. What are the basic steps of the project quality control process?
(1) Select the control object.
(2) Determine the criteria or objectives for the control object.
(3) Formulate the implementation plan and determine the guarantee measures.
(4) Execute according to plan.
(5) The implementation of the Project tracking monitoring, inspection, and the results of monitoring compared with plans or standards.
(6) Detect and analyze deviations.
(7) According to the deviation to take the corresponding countermeasures: if the actual situation of the monitoring and the standard or plan compared with the obvious difference, you should take corresponding countermeasures.

27, the traditional quality control methods are: testing, inspection, statistical sampling, Six Sigma.
The old seven tools are: Causality diagram, flowchart, histogram, checklist, scatter plot, Pareto chart and control chart.
The new seven tools are: interrelationships, affinity, tree, matrix, precedence matrix, process decision method (PDPC), and Activity Network diagram.

28, the old seven tools are for the process, the new seven tools are for the PDCA P stage, finishing problems, can be used in phase interaction diagram and affinity graph, expand coverage target can be used tree-like method, matrix chart and priority matrix; installation time progress can be using PDPC method and Activity Network Diagram method.

II. Human resources management of the project
1. What are the processes of human resources management?
Including: Project Human resources planning, project team formation, project team building, project team management.

2. What are the 3 types of organization chart most commonly used?
Organization chart most commonly used are: Hierarchy chart, matrix diagram, text format three kinds.

3, the definition of RAM?
RAM: Task assignment matrix or responsibility distribution matrix. A matrix that represents what team members are responsible for the work that needs to be done , or what team members need to work on.

4. What is the definition of WBS, OBS, RBS?
WBS: Work Breakdown structure
OBS: Organizational Breakdown structure
RBS: Resource Breakdown structure

5. What are the human resources management plans?
Include: Assignment of roles and responsibilities, organization Chart of project, staffing management plan.

6. What basic content should be included in the staffing management plan? (Remember, a total of 7 records)
Include: Build project team, schedule, HR release arrangements, training needs, recognition and rewards, compliance , security.

7. What are the tools and technologies that the team builds?
Include: pre-allocation, negotiation, procurement, virtual team.

8. What are the 3 typical motivation theories?
Maslow needs hierarchy theory, Hertzberg two-factor theory and expectation theory.

9. Maslow's hierarchy of needs theory, from low to high is physiology, security, social interaction, respected, self-realization .

10. What kinds of factors are there in two-factor theory?
The two-factor theory has health-care factors (wage pay), incentive factors (development opportunities).

11. The expectation theory holds that the motivation factor of a goal is influenced by the target potency and the expected value of two factors.

12. Hypothesis of x theory? What are the viewpoints of y theory?
Hypothesis of x theory:
1) The general nature of indolent, as long as it is possible to avoid work.
2) People are born to be self-centered, indifferent to the requirements of the Organization.
3) Countryman lack of initiative, evade responsibility, willing to obey the command, the status quo, no creativity.
4) People are usually gullible and susceptible to being incited.
5) People are inherently opposed to reform.
The view of the Y theory is:
1) The average person is not born indolent, they love work, get satisfaction from work and sense of accomplishment.
2) Foreign control and punishment is not an effective way for people to achieve the goal of organization, and subordinates can self-define goals, self-command and self-control.
3) Under appropriate conditions, people are willing to take the initiative to assume responsibility.
4) Most people have a certain imagination and creativity.
5) in the modern society, people's wisdom and potential are only partially to be played.

13, the most basic five kinds of power including which five kinds, and briefly explain it.
① lawful power. is the authority of the project manager to allow the employee to work on the basis of a formal authorization from the senior management to the project manager .
② Force Force. It means forcing employees to do things they don't want to do with punishment, threats, or other negative means.
③ expert power. is to use personal knowledge and skills to make employees change their behavior.
④ reward power. is to use some incentive measures to guide employees to work.
⑤ the power of inspiration. Power is built on the basis of the personal charisma power.

14, the characteristics of the successful team: clear objectives, clear structure, concise and effective, reward, discipline, collaborative work .

15, the team construction of the five stages of the name, and a brief explanation.
1) The formation stage: individual members of the transition to team members, began to form a common goal, for the future team often have good expectations.
2) Oscillation stage: Team members start to perform assigned tasks, generally will encounter more than expected difficulties, hoping to be broken by the reality . Individuals begin to quarrel, accuse each other, and begin to doubt the ability of the project manager.
3) Specification stage: After a certain period of running-in, the team members familiar with each other, the basic solution, the project Manager can be recognized by the team.
4) Play the stage: with mutual understanding and trust of the project manager, the members actively work hard to achieve the target . At this time the collective sense of honor is very strong, and will strive to defend the team reputation.
5) End stage: As the project ends, the team is dismissed.

16, team-building tools and technologies include: general management skills, training, team building activities, basic rules, centralized Office, reward and recognition.

17, the team management methods include: Observation and talk, project performance evaluation, problem list.

18, in the management process, the main seven kinds of conflicts are: progress, project priorities, resources, technology, management process, There are 7 kinds of cost and personal conflict.

19. What are the sequence of conflicts in the conceptual, planning, implementation, and closing stages?
Concept phase: Project priority conflict, management process conflict, schedule conflict.
Planning Phase: Project priority conflict, schedule conflict, management process conflict.
Execution phase: progress conflict, technical conflict, resource conflict.
Send and receive phase: Schedule conflict, resource conflict, personal conflict.

20. When dealing with conflicts in a team environment, should the project manager recognize the characteristics of the conflict?
1) The conflict is natural and a solution is to be found.
2) Conflict is a team problem, not someone's personal problem.
3) The conflict should be dealt with openly.
4) Conflict resolution should focus on issues, not personal attacks.
5) Conflict resolution should focus on the present, not the past.

21. What are the root causes of conflict?
The root causes of conflict include the scramble for scarce resources, the different priorities of the schedule, the different working styles and styles of each person , the high-pressure environment of the project, the vague responsibilities, the presence of multiple superiors, and the use of new technologies.

22. What are the 6 kinds of 6 methods of conflict management? and explain it briefly.
1) Problem solving. Parties to a conflict actively define issues, collect problems, develop solutions, and finally choose the most appropriate solution to resolve conflicts, at which point they win or win more.
2) cooperation. Gather the views and opinions of many parties and draw a solution of conflict that most people accept and promise.
3) mandatory. Generally only applies to win a lose such 0 and in the game scenario.
4) compromise. There is a certain degree of satisfaction among all parties, but none of the parties to the conflict is fully satisfied, and it is a kind of conflict resolution that makes some steps.
5) disagree. All sides are concerned about their consistent side, while diluting the inconsistent side. General differences in common need to maintain a friendly atmosphere, but avoid the root causes of conflict resolution. That is, let everyone calm down and finish the work first .
6) Retreat. Retreat is to set aside the immediate or potential conflict and retreat from the conflict.

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3.26 Day Sixth Homework, 10th chapter quality, 11 chapters manpower

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