Week 3: Maintaining Quality
Maintaining Quality INTRODUCTION
This course is part of the Google Project Management Professional Certificate on Coursera and focuses on maintaining quality within projects. Learners will gain an understanding of quality management standards and how to assess a project against these standards to ensure it meets the necessary level of quality.
The course also covers strategies for conducting successful retrospectives, such as encouraging participation, fostering accountability and positivity, and understanding the two main types of evaluation questions. Students will learn how to differentiate evaluation questions from survey questions and explore effective methods for sharing qualitative data.
By completing this course, students will develop a better understanding of the role of quality management in project success. They will also build confidence in their ability to create meaningful assessments and use qualitative data to 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 projects against those standards to ensure they meet the required level of quality.
- Understand the survey development process and distinguish between survey and evaluation questions.
- Use retrospectives to identify areas for improvement.
- Develop effective stakeholder reports by applying storytelling strategies to describe data.
- Discuss strategies to facilitate a productive retrospective, promoting 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)
“Peta and Deanna will use this as one of the criteria to assess customer satisfaction.”
“This is one of the factors Peta and Deanna will consider when measuring 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)
“Functionality is a key quality standard for the tablet launch, as the tablets must work properly for the project to succeed.”
“Ease of use is an important quality standard category, as 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 evaluations to improve, assess, and learn from projects, ensuring they meet quality standards and achieve their overall goals.”
4. What aspects of a project do evaluation questions measure? Select all that apply.
- Risks
- Effectiveness (CORRECT)
- Outcomes (CORRECT)
- Impact (CORRECT)
“An evaluation question is a key inquiry about a project or program. These questions typically focus on outcomes, impact, or effectiveness by exploring ways to make improvements or methods for measurement and comparison.”
“Evaluation questions assess the outcomes, impact, or effectiveness of a project or program. They aim to determine how to make improvements or how to measure and compare results. For example, an evaluation question about outcomes might ask: Were there unintended outcomes?”
“There are two main categories of evaluation questions: those that focus on improvements and those that help measure and compare. An evaluation question about impact might ask: How did the project affect 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)
“Evaluation research helps provide accountability, promote learning, and inform decisions. In this case, understanding which goals the team is meeting can guide decisions on how to improve the project.”
“Assessing how participants respond to a product or service can help the team better understand how to improve the project. Therefore, this evaluation question provides the information needed to promote learning and inform decisions.”
“Questions about ongoing processes can help improve a project. This type of question is central 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)
“Questions about unintended outcomes help measure and compare results, enabling you to determine the next steps for the project.”
“Reflecting on what you’ve learned helps measure and compare results, guiding you on how to proceed with the project.”
“Weighing costs and benefits helps measure and compare results, allowing you to decide how to move forward with the 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)
“Questions that are easy to answer are more likely to provide the data you need. Effective evaluation questions should also align with the project’s purpose and reflect stakeholder or user values.”
“Keeping the project’s purpose in mind helps you write questions that provide the data you need. Effective evaluation questions should also be feasible to answer and align with stakeholder or user values.”
“Considering stakeholder and user values, interests, and concerns helps you write questions that provide the data you need. Effective evaluation questions should also align with 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)
“This is an effective evaluation question for measuring satisfaction. It reflects stakeholder interests and can be answered using customer survey data.”
“This is a useful evaluation question to assess satisfaction. It considers stakeholder interests and can be answered with 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)
“This is an effective evaluation question for gauging ease of use. It addresses stakeholder interests and can be answered by tracking the time it takes for customers to place their orders.”
“This is an effective evaluation question for gauging 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)
“Tracking login issues can help assess whether the tablets are functioning properly.”
“The percentage of correct tablet orders is a reliable indicator of their functionality.”
“Low error rates 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.
“Survey questions are a more direct form of evaluation questions, specifically 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 specify what you want to measure or assess, such as the number of items, level of satisfaction, or demographic information. They help translate your evaluation questions into specific data points 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)
“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 responses like ‘yes’ or ‘no.’ You can also inquire about customer satisfaction and ease of use.”
“Asking about technical issues can help measure the quality of the user experience. To collect this data, you can use an open-ended question that allows respondents to express their thoughts in their own words. You can also ask about customer satisfaction and whether users would recommend the feature to a friend.”
“A scaled question about ease of use can provide valuable feedback on the user experience. To gather this feedback, you can 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 focuses on one measurable aspect of the project, making it likely to 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: “Considering what’s meaningful to your audience and how much time they have helps you determine the best way to share information. Once you understand your audience, you can create a report, analyze the data, and communicate your findings effectively.”
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)
“A summary sheet is a brief write-up that includes the most relevant information, making it suitable for senior stakeholders. Another effective method is a slide-based report, which visually presents the most important information.”
“A slide-based report is a visual presentation of the most relevant information, making it ideal for senior stakeholders. Another efficient method is a summary sheet, which provides 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 the data can help you interpret its meaning and understand 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.
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)
“The quality management process can reduce costs by helping your team anticipate errors that could lead to additional expenses.”
“Implementing quality management can help deliver a high-quality project by ensuring that progress is regularly audited and issues are quickly identified.”
“The quality management process can enhance collaboration and continuous reviews by establishing regular check-ins and ensuring alignment on what constitutes good work.”
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)
“Quality assurance involves reviewing processes to assess a project. Beta testing is one QA method that helps evaluate and measure how well your project is meeting its goals. Other examples of QA include internal checklists and feedback surveys.”
“Quality assurance involves reviewing processes to determine whether your project is delivering an acceptable level of quality. QA can be implemented in various ways, such as conducting surveys, performing beta testing, and using internal checklists.”
“Your project team can apply quality assurance methods to evaluate whether your project is delivering an acceptable level of quality. Internal checklists are one tool that supports this process, along with other QA methods like 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 form of evaluation questions, designed to collect data. Evaluation questions focus on the outcomes, impact, and 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)
“You can take turns sharing your interpretation of the data. This approach allows you to check your understanding and uncover additional insights through different perspectives.”
“Your task is to determine what the data means and explain how it answers your evaluation questions. To do this, you need to analyze the data by identifying trends, patterns, and anomalies, and discussing your 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)
“You can model participation by sharing your own examples of successes and challenges. Additionally, ensure you create a safe environment for honest discussion, ask questions and encourage responses, and review the project timeline.”
“It may be helpful to ask a question like, ‘What was one success and one challenge you experienced on this project?’ and then invite each team member to share. Additionally, create a safe environment for open discussion, model exemplary participation, and review the project timeline.”
“To foster a safe environment, remind the team that the retrospective is a meeting free from stakeholders or customers. Reassure them that it’s safe to discuss problems. Also, model participation, pose questions and encourage responses, and review the project timeline.”
“You can share the project timeline to ensure the retrospective covers more than just recent successes and challenges. This can help the team reflect on earlier stages of the project life cycle. Additionally, create a safe environment, model exemplary participation, and ask questions and encourage 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)
“A retrospective is a tool for process improvement, so participants need to be honest about ways to improve performance. This is rooted in accountability, which helps team members feel ownership over aspects of the project.”
“Accountability encourages team members to think holistically, share honestly, and identify solutions for the future. This makes the retrospective a valuable tool for process improvement.”
“Accountability encourages team members to think holistically about mistakes and challenges, helping the retrospective serve as an effective 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)
“Sometimes negativity arises. You can de-escalate the situation by calling a meeting break. Additionally, you can address negativity by anticipating it before it arises, setting the right tone in individual meetings, and asking questions of team members.”
“To handle negativity in a retrospective, it helps to ask questions of individuals rather than the group. You can also anticipate potential negativity by meeting with each team member to determine the right tone. If the situation becomes tense, a meeting break can be called.”
“To better prepare, you can arrange advance meetings to assess potential negativity from individual team members. You can also address negativity by setting the appropriate tone for the meeting and asking questions of individuals. If needed, calling a meeting break can help ease the tension.”
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)
15. 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 organization (CORRECT)
- By reducing the number of low-performing team members
- By increasing the amount of money stakeholders are willing to invest in the project
16. Which of the following are common categories of established quality standards? Select all that apply.
- Team morale
- Management style
- Ease of use (CORRECT)
- Effectiveness (CORRECT)
17. 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 assurance (CORRECT)
- Quality documentation
- Stakeholder quality
18. 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)
- What lessons can we learn from this?
- What are the costs and benefits?
19. 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)
- Customers redeem store coupons 25% more often.
- Store revenue has increased by 15% over the last quarter.
20. 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 question (CORRECT)
- A close-ended multiple choice question
21. What is one element that helps an audience visualize data during a presentation?
- Use graphics or charts to show data. (CORRECT)
- 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.
22. 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 document (CORRECT)
- Ensure all team members feel included (CORRECT)
- Manage the tone of the discussion (CORRECT)
23. 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)
- High participation increases the likelihood that your top performers will be present.
24. 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)
- Turn complaints into SMART action items.
- Identify the team’s role in creating a specific challenge.
- Detach the challenge from a specific team member.
25. 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 overhead (CORRECT)
- Quality standards
26. Beta testing, internal checklists, and feedback surveys are all examples of what?
- Quality control methods
- Quality requirements
- Quality assurance methods (CORRECT)
- Quality standards
27. 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 question (CORRECT)
28. When should you hold a project retrospective? Select all that apply.
- After the project kickoff
- Every week of the project
- After a project milestone (CORRECT)
- At the end of a project (CORRECT)
29. 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 participation (CORRECT)
- Pose a question each participant can answer
30. 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 items (CORRECT)
31. 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 surveys (CORRECT)
- Three-point estimating
32. Which of the following are common resources for determining quality standards? Select all that apply.
- Corporate vision statements
- Profit and loss statements
- Industry research (CORRECT)
- Business case documents (CORRECT)
33. 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 question (CORRECT)
34. In the context of a retrospective, what term best refers to responsibility for decisions associated with a project or task?
- Management
- Accountability (CORRECT)
- Blame
- Participation
35. 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?
- Which goals are being met? (CORRECT)
- What were the results of this evaluation?
- Should we continue?
- Were there unintended outcomes?
36. 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)
- Customers are 47% more likely to recommend your store to a friend.
- The store has increased the advertising budget by 25%.
37. Which of the following are among the main purposes of a retrospective? Select all that apply.
- To single out weak performers
- To encourage team building (CORRECT)
- To facilitate improved collaboration (CORRECT)
- To promote positive changes (CORRECT)
38. What is the purpose of quality assurance in quality management?
- To determine quality standards for your project
- To decrease overhead (CORRECT)
- To evaluate and measure how well your project meets its goals
- To ensure quality standards are maintained when a problem is identified
39. 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 presentation (CORRECT)
- By using a summary sheet (CORRECT)
40. 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 standards (CORRECT)
Maintaining Quality CONCLUSION
“Quality management is a crucial skill for successfully completing projects. This course will teach you how to define and describe quality management standards, evaluate projects against those standards, and effectively share qualitative data.
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 enhance your project management techniques today!”