PMAN 639: PROJECT QUALITY MANAGEMENT

FINAL EXAM

1. Please answer the following True or False questions (each worth 2 points)

1. A process is capable if the variations fall within the control limits.

True ______ False______

1. Fishbone diagram is used to organize data in categories.

True ______ False _______

1. Affinity diagram is used to identify the root causes of a problem.

True ______ False _______

1. Random variations fall outside the control limits.

True ______ False______

1. Control charts tell Project Managers how to control the project.

True ______ False______

1. A Six Sigma process must have a process capability index of 6.

True _____ False________

1. A process in control can produce unacceptable output.

True ______ False______

1. A Six Sigma process must have a process capability index of 6.

True _____ False________

1. A Control Chart is a Trend Chart (or Run Chart) that has control limits.

True _____ False________

10) If the X bar chart is out of control, the R chart must also be out of control for the process to be out of control

True _____ False________

1. Please answer the following multiple choice questions (each worth 4 points)):

		Which of the following tools are used to organize ideas. A) Pareto Chart B) Histogram C) Affinity Diagram D) Check sheets E) Process map
		Which of the following tools is used to analyze cycle time Control Chart B) Fishbone diagram C) Pareto Chart D) Process map E) Root Cause Analysis
		Which of the following is true of common cause variation? A) It is uncontrollable. B) It is centered around the mean. C) It is inherent in the process. D) All of the above. E) None of the above An R chart is used to monitor __________. Variation of the Mean Process Dispersion Trend in mean value Trend in standard deviation
		5. A true 3 Sigma Process should not have more than _______defects per million opportunities 6,210 3.4 2700 66,807

1. Please respond to the following questions. Each question is worth 10 points:

	97.	Please create a process map for withdrawing cash from an ATM machine as described below: Janet needed some cash and walks up to an ATM machine. She inserts her debit card. The machine returns the card and the monitor reads: "could not read the card try again". Janet recognizes that she has entered the card in the wrong direction. She takes the card and turns it around and insert the card again. The machine keeps the card and the monitor reads: "enter pass code". Janet enters a 4 digit code. The monitor reads: " error, try again". Janet enters the code again. The monitor displays: Withdrawal? Yes No Janet selects Yes. Displays shows: " $100, $200, $300, $400, $______". Janet selects $200. The machine pushes out 10 $20 bills. Monitor then displays "Receipt? Yes No". Janet selects No. Monitor displays "Take your cash" . The machine returns the card. Display changes to "Thank You". Janet takes the cash and her card and walks away. .

1. A project manager at COMSOFT corporation has collected statistics on the organization's software development process sampling data from past projects.She has 20 random samples, each containing 1000 lines of codes. She has identified the number of lines in error for each sample. Describe what type of control chart she should use and how to calculate the control limits to check if the software coding process in this organization is in control.

3)A Black Belt consultant in the ABC Corporation reported the Sigma Performance of a manufacturing line as 3.1. Using the Z score table calculate the % defective units coming off the production line.

1. A project manager at Global Design Corporation has collected the following data on the size of software programs and the length of programming time. The company is bidding on a new system that is estimated to consist of 300,000 lines of code. Use the data to find the correlation function of coding time to the program size and estimate the number of days it would take to code the system.

Module	Size in 1000 lines of code (KLOC)	Number of days to code
1	150	72
2	158	66
3	148	65
4	120	60
5	178	75
6	170	68
7	152	68
8	138	65
9	200	80
10	195	75
11	189	65
12	173	68
13	159	62
14	163	71
15	150	65
16	140	65
17	206	74
18	144	64
19	157	70
20	183	76
21	195	75
22	190	77
23	185	73
24	152	58
25	178	70

1. A product manager has conducted a customer satisfaction survey of

30 customers on a scale of 1 to 5. The survey data is shown below. Calculate the mean and standard deviation of the survey and plot a histogram of the data. Does the distribution approximate Normal?

Customer	Satisfaction rating
1	4
2	3
3	2
4	5
5	5
6	2
7	1
8	4
9	3
10	4
11	4
12	5
13	3
14	3
15	2
16	1
17	5
18	3
19	4
20	3
21	4
22	2
23	4
24	4
25	3
26	3
27	3
28	2
29	2
30	3

1. The manager at IT Consulting provides IT support to a number of clients. The manager is particularly concerned about a major client that is under Service Level Agreement (SLA). Under this SLA, all tier one issues called in must be resolved on the same day not to exceed 12 hours. There is a $150 penalty for every call that exceeds the SLA time. The manager has the following information from collecting and analyzing call data on tier one issues for this client for the past 6 months.
   • Is the call center process capable?

Average number of calls per day = 30 with a standard deviation of 8

The mean time for resolving issues = 10 hours

The standard deviation of the resolution time = 1.1 hours

• What % of calls will exceed the 12 hours SLA requirement?
• What is the expected penalty cost per year if any?