Quality control, human resource management

First, quality management     1, quality management principles?     1) with practical as the core of multiple requirements     2) systems Engineering     3) staff participation Management      4) management and first value     5) protection of consumer rights and interests     6) for the international market 2, quality control objectives?    1) Customer satisfaction    2 prevention is better than checking    3) processes in each phase     here, Implementation of the initiative of the Organization to adopt quality improvement measures (such as total quality management, continuous improvement, etc.) can not only improve the quality of project management, but also improve the quality of the project product 3, quality management of the main activities? (remember)     (1) Quality planning refers to the determination of quality standards associated with the project and determines how these quality standards are met     (2)   Quality assurance is one of the activities that regularly evaluates overall project performance, To establish the project to meet the relevant quality standards of confidence     (3)   quality control refers to the monitoring of specific project results to determine whether they meet the relevant quality standards, and determine the method to eliminate the reasons for low performance 4, the quality management process including which four links? (remember) (according to P ' DCA understanding Memory)    1) PPDCA,PP establish a quality standard system, D to the project implementation of quality control, C will be actual and standard control, a deviation correction 5, ISO9000 Quality Management 8 principles?    1)   Customer-centric    2)   leadership    3)   Full participation     4)   Process method    5)   Management System method    6)   Continuous improvement    7)   Fact-based decision making method    8)   Mutually beneficial relationship 6, Total Quality management is a kind of full? 、All? All? Quality Management? It is composed of 4 elements of structure, technology, personnel, change impetus    1) Total Quality Management (TQM) is a full, whole process, the whole enterprise Quality Management 7, Total Quality management has what 4 core characteristics?      (1) Full participation in quality Management      (2) quality control throughout the process      (3) Comprehensive approach to quality management      (4) Overall results of quality Management 8, Six Sigma means six times times the standard deviation, in the quality of each million bad product rate is less than how much?    1)   Six sigma meaning "six times times the standard deviation", in the quality of each million bad product rate (parts per million. PPM) less than 3.4;  generalized Six Sigma is the core of the management field 9, Six Sigma management law? And what does DMAIC mean? What are the four elements?    1)   is all work as a process, using a quantitative approach to analyze the factors affecting quality in the process, identify the most critical factors to improve to achieve higher customer satisfaction, namely the use of DMAIC (determination, measurement, analysis, improvement, Control) Improvement methods to improve the key processes of the Organization.    2) and the Dmaic is made up of the following 4 elements: top management commitment, stakeholder participation, training programmes and measurement systems 10, Six Sigma is the advantage of what?     1)   Advantage is to improve and ensure quality from the implementation of the project, instead of testing the control quality from the results 11, the CMM includes which five levels, please write from low to high      1) initial level     2) repeatable level     3) defined level     4) managed level      5) Optimization level 12, CMMI includes which five levels, please write from low to high     1) initial level     2) manageable level      3) quantification of defined level     4)Management level     5) optimization management level 13, SPCA all name? 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?     1)  SPCA: Software process and Capability Maturity Assessment (software process and capability maturity  assessment)     2)   evaluation criteria based on MII sj/t 11234-2001  software Process capability Assessment model and SJ/T  11235-2001  Software Competency Maturity Model two standards,  11234 corresponding to the internal, 11235 corresponding to the second party or third-party assessment needs 14, the development of the project quality plan including the main activities?      (1) Data collection      (2) Preparation of Project quality plan      (3) Learning to use tools and technologies       (4) Form the project Quality Plan 15, the main methods, techniques and tools used to develop the project quality plan. (note) (7)      (1) Benefit/cost Analysis      (2) Benchmark comparison      (3) Flowchart: A flowchart is any      (4) Experimental design;     (5) Quality cost analysis that shows the relationship between the elements associated with a system       (6) Quality Function expansion      (7) Process decision procedure diagram method 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     1)   most commonly used in Project product analysis, For example, a computer chip designer may want to determine how materials and equipment are combined to produce the most reliable listening chip at a reasonable cost     2)   Project management issues with cost and schedule tradeoffs. For example, high-level programmers are much more expensive than junior programmers, but can expect them to accomplish their assigned work in a relatively short period of time 17. What are the three quality costs? What are their definitions, respectively? and give examples to illustrate.     1)   Prevention costs are those that are paid to ensure that the product meets the requirements and that there is no product defect. Such as: 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, supplier evaluation is the prevention cost     2 The cost of   assessment is the cost of the inspection and inspection of the work in order to meet the required objectives. such as: design evaluation, receiving inspection, procurement inspection, testing, test results analysis and reporting, etc. are assessed cost     3)   defect costs into a point of internal and external defects cost. Internal refers to the costs incurred in the company before delivery, such as product replacement, rework or repair, scrap and scrap, re-testing, defect diagnosis, internal fault correction, etc. External refers to the costs incurred outside the company, usually customer requests, such as product complaints Assessment, product warranty complaints, returns, increase marketing costs to compensate customers, scrap recall, product liability, customer return visit to solve 18, the definition of quality function? Why does it also call quality house?     1)  QFD is the professional method that transforms the project's quality requirements and customer comments into the technical requirements of the project     2)  QFD has a matrix, Contains six elements, these six elements of the matrix is mainly used to determine the quality of the project requirements, the shape looks like a house, and then called the quality of the house (Quality house). 19. What six elements are included in the quality house? What are their definitions, respectively?     1) "Customer requirements", that is, customer feedback or customer needs and expectations     2) "Priority", is the customer's attention to a number of requirements are assigned to the degree of attention      3) "Product or service characteristics" refers to what features must be in place to meet customer requirements, such as product design, manufacturing, or service delivery, which are usually determined by the project team     4) " Correlation matrix "refers to the positive or negative correlation between many features of a product or service andNBSP;   5) "Relational Matrix" is a strong, medium, and weak three qualitative relationship     6) "Product or service technical parameter", which is the degree of correlation between the customer requirements and the many characteristics of the product or service. Refers to the quality performance parameters of a product or service, usually measured by objective criteria to measure 20, PDPC's main idea is what?     1)  PDPC (process decisionprogram chart,pdpc,  process decision-making procedure diagram) is the main idea, (a) A comprehensive analysis of the process of achieving the stated objectives in the formulation of the plan, the estimation of possible obstacles and outcomes, the assumption and formulation of contingency plans, and the maintenance of the flexibility of the plan; In the course of the plan, there are problems, according to the schedule, when there is no expected to the situation of the random hydrocarbon, to adopt a flexible What is included in the process improvement plan?      (1) Process boundaries: Describes the purpose, start and end of the process, its basis and results, required information (if required), and the person responsible for the process and the project stakeholders.      (2) process configuration: Process flowchart for interface and interface analysis.      (3) Process measurement indicators: control the process state.      (4) Performance Improvement: Objectives to guide Process improvement activities 22, what are the project quality assurance activities?     1) 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? (remember)     1) Develop quality standards     2) Develop quality control processes     3) the methods and techniques used to provide quality assurance     4) to establish a quality assurance system 24, the project quality Assurance technology, methods have? (record) (7+2)      (1) Benefit/cost Analysis      (2) Benchmark comparison      (3) Flowchart: A flowchart is any    & that shows the interrelationships between the elements associated with a systemnbsp; (4) Experimental design      (5) Quality cost Analysis      (6) Quality Function expansion      (7) Process decision procedure Diagram      (8) Process Analysis      (9) Project Quality audit      (top seven is the project general management method). 25. What is the content of quality audit? (Whole paragraph understanding and as an answer) quality audits are lessons learned and are structured and independent methods of assessment of other quality management activities to determine whether project activities follow the organization's and project's policies, processes and procedures. The objectives of the quality audit are:     1)   Identify all the good/best practices     2) identify all gaps/deficiencies      3) to share good practices     4 of similar projects in the organization and/or industry) proactively and proactively to assist in improving process execution to help teams improve productivity      5) emphasizes that each audit should contribute to the accumulation of organizational experience and take follow-up measures to correct the problem, resulting in lower quality costs and increased acceptance of the project product by the Promoter or customer. Quality audits can be arranged in advance or randomly, and may be performed by internal or external auditors. The quality audit also confirms the implementation of approved change requests (including corrective action, defect remediation, and preventive measures) 26. What are the basic steps of the project quality control process? (7)     1) Select control object;      2) determine criteria or targets for the control object;      3) Develop an implementation plan to determine the assurance measures;      4) execute as planned;      5) Monitor and inspect the implementation of the project and compare the results of the monitoring with the plan or standard;      6) discover and analyze deviations;      7) According to the deviation takeCorresponding countermeasures 27, the traditional method of quality control which 4? What are the 7 old seven tools? Which 7 of the new seven tools?        1) Traditional methods of quality control: testing, inspection, statistical sampling and 6 Sigma         2) Old seven tools: Causality diagram, flowchart, histogram, checklist, scatter chart, Pareto chart and Control chart        3) New Seven tools: Mutual relation diagram, affinity graph, tree chart, matrix diagram, Priority matrix diagram, Process decision method Diagram (PDPC) and Activity Network Diagram 28, the old seven tools are for the process, the new seven tools for the PDCA p stage, sorting problems, can be used? And? , the policy objective can be expanded. 、？ And? Schedule time, can be used? And?. (note)        1) sorting problems, can be used with mutual diagrams and affinity maps (inspiration)         2) to expand the policy objectives, you can use the tree-like method, matrix chart and the priority matrix method        3 to arrange the time progress, to use the PDPC method (Process decision procedure diagram method) and the Activity Network Diagram method Two, Project human Resource Management 1. What are the processes involved in human resources management? (remember)     (1)   Project HR planning     (2)   Project team formation     (3)   Project team Building     (4)   Project team management 2, organization chart most commonly used is which 3 kinds?    1) Hierarchy Chart    2) responsibility allocation matrix    3) text Format role Description 3, the definition of RAM?    1) The responsibility Allocation matrix (RESPONSIBILITY ALLOCATIONMATRIX, RAM) is used to represent a matrix of which team members are responsible for the work that needs to be done. Or what team members are required to complete the definition of matrix 4, WBS, OBS, RBS?    1) WBS, workMake the decomposition structure, determine the project scope, decompose the project deliverables into the work package    2) OBS, organize the breakdown structure, according to the organization existing departments, units or teams to sub-coriander, the project activities and work packages listed under the responsible Department     3) RBS, a resource decomposition structure that is used to decompose various types of resources in a project 5, what is included in the Human resources management plan? (Total 3 items)      (1) Distribution of roles and Responsibilities      (2) Organization Chart of the Project      (3) Staffing Management Plan 6, staffing management plan should include what basic content? (7 Records)     1) set up the project team     2) schedule     3) HR release arrangement      4) training requirements     5) recognition and reward     6) compliance with regulations      7) Security 7. What are the tools and technologies that the team builds?     1) Pre-assigned     2) negotiation     3) Sourcing      4) Virtual Team 8, the typical motivation theory includes which 3? (remember)    1) Maslow needs hierarchy theory     2) Hertzberg two-factor theory     3) Expectation theory 9, Maslow's Need hierarchy theory , what is the difference from low to high?     1)   Physiology, safety, social interaction, respect, self-realization, five needs 10, two-factor theory what kind of factors?     1) factors of health (e.g., wages)     2) incentive factors (e.g., development opportunities) 11, the expectation theory that the motivation factor of a goal is affected by which 2 factors?     1) The target price, which is how much the individual is priced to achieveThe subjective judgment of the value     2) expectation, which is the assumption of the subjective estimate of the probability of achieving the objective 12, x theory? What are the viewpoints of y theory?     x theory:       (L) General human nature indolent, as long as it is possible to evade work.        (2) People are born to be self-centered, indifferent to the requirements of the Organization.        (3) People lack of initiative, evade responsibility, willing to obey the command, the status quo, no creativity.        (4) People tend to be gullible and susceptible to being incited.        (5) People are naturally opposed to reform     y theory:     (1) The General people are not born indolent, they love work, from work to get satisfaction and sense of accomplishment.      (2) Foreign control and punishment is not an effective way for people to achieve the goal of the organization, the subordinate can self-define the goal, 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 modern society, people's wisdom and potential is only partially got to play 13, the most basic five kinds of power including which five, and briefly explain the     ① legal 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. However, the general force of the project team is not a good way to build, usually bring the project failure, it is recommended not to use frequently.     ③ expert power. Similar to the expertise in Taimu Khan and William's influence factors, personal knowledge and skills are used to enable employees to change their behavior. If the project manager makes the employee feel that he has expertise in some areas, they will follow theThe views of the manager of the project.     ④ reward power. is to use some incentive measures to guide employees to work. Rewards include salary, position, recognition, special assignments, and other incentives to reward employee satisfaction. Most reward theories argue that certain rewards, such as challenging work, job achievement, and recognition, can really lead employees to change behavior or work hard.     ⑤ the power of inspiration. Power is built on the basis of the personal charisma power. People have a lot of respect for those who have the power to call, they will do according to what they say to do 14, the characteristics of a successful team? (kee)     (1) The team's goal is clear, and members are clear about their I contribution to the goal.     (2) The organizational structure of the team is clear and the position is clear.     (3) There are written or customary work processes and methods, and the process is concise and effective.     (4) The project manager has a clear assessment and evaluation criteria for the team members, the results of the work are fair and open, reward.     (5) Co-developed and complied with the discipline.     (6) collaborative work, that is, a member of the work needs to rely on the results of another member, good at summing up and learning 15, the name of the five stages of team building, and a brief explanation of the     1) formation stage ( Forming);  -each individual member into a team member, began to form a common goal, for the future team often have good expectations     2) oscillation phase (storming): Team members start to perform assigned tasks, It is common to encounter difficulties beyond expectations and hope to be broken by reality. Individuals begin to quarrel, accuse each other, and begin to doubt the ability of the project manager     3) normative stage (norming): After a certain period of running-in, the group from the members of mutual familiarity and understanding, the contradiction is basically resolved, The project manager is able to get the team's approval     4) play stage (performing): With mutual understanding and trust of the project manager, the members actively work hard to achieve the goal. At this time the collective sense of honor is very strong, often change the team to the first title, such as "Our group", "our department" and so on, and will strive to defend the team reputation     5) end stage (adjouming): As the project ended, the team was also dismissed 16, Team Building tools andTechnologies include: general management skills, training, and what else is included?     1) There are team building activities, basic rules, centralized Office, awards and recognition 17, team management methods include: Observation and talk, project performance evaluation, and what?     1) also has the question list 18, in the management process, the most important seven kinds of conflict is what 7 kind?     1) 7 Kinds: Progress, project priority, resources, technology, management process, cost and personal conflict 19, in the concept phase, planning phase, implementation phase, closing stage, what are the sequence of conflicts?     1) Concept phase: Project priority conflict, management process conflict, schedule conflict     2) Planning phase: Project priority conflict, schedule conflict, management process conflict      3) Execution Phase: Schedule conflict, technical conflict, resource conflict     4) End Stage: Schedule conflict, resource conflict, personal conflict 20, when dealing with conflicts in a team environment, What are the characteristics of the conflict that the project manager should recognize?     1) The conflict is natural and a solution is to be found.     2) Conflict is a team problem, not someone's personal problem.     3) should deal openly with conflicts.     4) The resolution of the conflict should be clustered in a problem, not a personal attack.     5) The resolution of the conflict should be clustered in the present, not in the past 21, what are the root causes of the conflict? (at least seven)     1) scarcity of resources     2 different priorities for progress      3) There are multiple superiors in the high-pressure environment     5) responsibility for each person's different working styles and style     4) (Fuzzy     6) , Bulls management     7) new technology to use 22, conflict management of 6 ways is 6 kinds of? and explain it briefly. (kee)     1) Problem solving, the parties actively solve the problem, win or win more.     2) to work together to get a solution that most people accept.     3) coercion, at the expense of the opinion of one party or other parties, is generally applicable to win and lose.     4) compromise, negotiated a programme in which all parties have a certain satisfaction, but none of them is fully satisfied, is a conflict resolution that makes some concessions.     5) Seek common ground, and the parties or Parties are concerned about the same side, while diluting the inconsistent side.     6) Retreat is to set aside the immediate or potential conflict and retreat from the conflict.

Quality control, human resource management