Project Management Exam 3 (Set #1)- Project Quality, Client Relationships, Chartering + Endorsement, Project Scope, WBS, & Network Diagrams

Who is Joseph Juran?

A quality pioneer who defined quality as "fitness for use" and developed the Pareto Principle (80/20 rule); emphasized cost of quality and management responsibility.

What is Juran's Pareto Principle?

The idea that 80% of problems come from 20% of causes.

Who is W. Edwards Deming?

A quality leader who promoted Statistical Process Control and created Deming's 14 Points.

Believed that quality results from uniformity, dependability, and reduced variation.

Who is Taiichi Ohno

Applied Deming/Juran principles at Toyota; father of the Toyota Production System, emphasizing waste reduction and continuous improvement.

What is Statistical Process Control (SPC)?

A method of monitoring processes using control charts to identify variation.

Who is Crosby?

A quality theorist known for "zero defects" and "quality is conformance to requirements."

What is Crosby's zero‑defects philosophy?

The belief that defects are not acceptable and should be prevented entirely.

Who is Feigenbaum?

The creator of Total Quality Control, emphasizing companywide quality.

What is a Fishbone (Ishikawa) Diagram?

A cause‑and‑effect diagram used to identify root causes of quality problems. Categories often include Methods, Machines, Materials, Manpower, Measurement, Environment.

What is Total Quality Control?

A holistic approach where every department contributes to quality.

What is the core principle of "Only the client/customer can define quality"?

Quality is determined solely by the customer's expectations, not by internal standards. The Kano Model illustrates this through expected, desired, and excited quality levels. Delivering "quality" means meeting or exceeding what the customer values, not what the project team assumes.

What are the two major aspects of quality

1. More features that meet customer needs = higher quality

2. Freedom from defects = higher quality Quality is both about value-added functionality and error-free performance.

What are the three components of quality and how do they relate?

1. Quality Management System (QMS): Organizational framework for quality.

2. Quality Assurance (QA): Ensures processes are followed correctly; proactive.

3. Quality Control (QC): Ensures deliverables meet requirements; reactive. They form a hierarchy: QMS → QA → QC.

How did Japanese manufacturing influence quality?

They adopted and expanded quality philosophies into continuous improvement systems.

Who ultimately defines quality in a project?

Customer/client

What are typical quality drivers?

Customer expectations

Organizational standards

Regulations

Industry benchmarks.

Why is the client's perception crucial?

Because only the customer can determine whether the final product meets quality expectations.

What role does the PM play in quality?

Ensuring the team follows processes that lead to meeting client-defined requirements.

What role do industry standards play?

They help define acceptable levels of quality across similar projects.

Why do project teams need a shared understanding of quality?

It ensures consistency and reduces misunderstandings.

Why is clarity in requirements important for quality?

Ambiguity leads to defects and rework.

How does budget impact quality?

Underfunded projects risk shortcuts that compromise quality.

How do stakeholders influence quality?

Their requirements and expectations shape deliverable standards.

Why is communication critical for quality?

Miscommunication leads to mismatched expectations and quality problems.

What is a Quality Management System (QMS)?

A documented framework of policies, procedures, and responsibilities that ensure quality.

Important: It promotes consistency and reliability across all project activities.

How does support it continuous improvement?: It provides structured feedback pathways and process evaluations.

Manage risk?: By ensuring processes prevent defects and reduce variability.

Who owns: Senior management, though everyone contributes.

Why must PMs understand it: To ensure their teams align with organizational quality expectations.

How does documentation support it: It formalizes expectations and provides repeatable processes.

A structured system defining policies, processes, and procedures to ensure quality. Levels include:

Level 1: Enterprise quality manual

Level 2: Enterprise procedures

Level 3: Project-specific procedures Basis for ISO 9001 certification.

Purpose of the WBS?

To organize the entire project scope into manageable, measurable, assignable components that form the foundation for schedule, cost, risk, and resource planning.

What is the relationship between WBS and schedule?

The WBS defines what must be done; The schedule defines when and in what sequence.

What is included in QMS documentation?

Manuals

Procedures

Templates

Standards

Guidelines

What is the difference between enterprise and group-level QMS?

Enterprise QMS is organizationwide

Group-level applies to specific departments or projects.

What is the purpose of a WBS Dictionary?

It lists all numbered activities (task codes) and provides detailed descriptions, responsibilities, and expectations for each work package.

What are the primary uses of a WBS?

It serves as a thought‑process tool, design tool, planning tool, and status reporting tool, enabling early cost estimation, risk identification, and responsibility assignment.

What is the lowest level of the WBS called, and what characteristics must it have?

A work package. It must be:

Measurable

Finite

Assignable

Have a clear deliverable

Have a defined start and finish

Allow progress tracking

What is the relationship between the Scope of Work and the WBS?

The scope of work is the basis for the WBS. You cannot build a WBS without a clearly defined scope.

Characteristics of a well‑defined scope?

Clear description of work

Defined beginning and end

Measurable progress

Duration and sequence understood

Ends with a deliverable

Supported by assumptions

Considers risks and contingencies

Aligns with schedule and budget

What are the four major uses of the WBS?

Thought‑process tool

Design tool

Planning tool

Project status reporting tool

Why has PMI shifted from task‑oriented to deliverable‑oriented WBS?

Because deliverables better represent what the project must produce, reduce ambiguity, and align more naturally with scope, cost, and quality expectations.

"Beauty" of the WBS

It allows the entire project to be thought out in advance, enabling cost estimation, responsibility assignment, schedule development, and risk identification.

What is the RBS and how does it relate to the WBS?

The Requirements Breakdown Structure is a subset of the WBS that decomposes requirements → functions → subfunctions → features → activities → tasks.

What is the purpose of the RBS?

To ensure all requirements are captured, decomposed, and traceable, forming the basis for scope definition and WBS development.

What is the difference between a function and a feature in the RBS?

Function: high‑level capability

Feature: a specific, implementable component of that capability

What is the difference between "in‑scope" and "out‑of‑scope" in the WBS?

"In‑scope" defines what the project will do; "Out‑of‑scope" clarifies what the project will not do — essential for preventing scope creep.

Why are assumptions critical in WBS development?

If assumptions are not explicitly listed, the client will assume the project team is responsible for everything not stated.

What is the 80‑hour rule?

Work packages should ideally require no more than 80 hours to complete to ensure trackability and prevent schedule slippage.

What are the consequences of having too many WBS tasks?

Excessive tracking burden

Overly complex schedule

Frequent updates required

Reduced clarity

What are the consequences of having too few WBS tasks?

Inability to track progress

Poor cost control

Insufficient detail for scheduling

Hidden risks

What is the difference between organizing a WBS by phase vs. by product?

- Phase‑based: grouped by project stages (design, construction, etc.)

- Product‑based: grouped by physical or functional components (runway, terminal, etc.)

What is negative scope?

A list of what the project explicitly will NOT do — essential for managing client expectations.

What is ISO 9001?

An international standard for establishing QMS requirements.

What is Gold Plating and why is it discouraged?`

Adding extra features not requested by the client. It is discouraged because it:

Increases cost and schedule

Introduces risk

May not align with customer needs

Violates scope control

Why is prevention cheaper than inspection?

Because defects caught late require rework, scrap, and may cause customer dissatisfaction. Prevention avoids downstream costs and aligns with Deming's philosophy: "Build quality into the process."

What is the Cost of Quality (COQ)?

The total cost of ensuring quality plus the cost of failing to meet quality. Includes:

Prevention costs (training, planning)

Appraisal costs (inspections, audits)

Internal failure costs (rework, scrap)

External failure costs (warranty claims, returns, reputation damage)

What is Quality Assurance (QA)?

A proactive process that ensures the right procedures are followed to prevent defects.

Process oriented

Main goal: to build quality into the system before execution.

Ex: audits, training verification, procedure reviews.

Occurs throughout the project, especially during planning and execution.

Proactive: bc it reduces future rework and errors.

Performed by: quality managers, auditors, and sometimes PMs.

Support project success: by ensuring processes are efficient + consistent

What is a QA audit?

A formal review verifying adherence to quality processes.

To evaluate whether project activities comply with organizational and project-specific quality policies, procedures, and standards.

Why is staff training part of QA?

Competent staff reduce defects.

What is Quality Control (QC)?

The practice of monitoring outputs and identifying defects.

Product focused

Occurs: during and after deliverable creation

Purpose: to verify results meet acceptance criteria.

Tools used: Control charts, checklists, histograms, sampling.

Who performs: Inspectors, technical experts, and engineers.

Considered reactive? bc it identifies defects after they occur

How does QC relate to acceptance criteria?

Verifies whether deliverables satisfy defined requirements.

What happens when QC identifies defects?

Rework or corrective action is initiated.

What is an inspection?

Checking deliverables for compliance with specifications.

What is social capital?

Trust, shared understanding, and cooperative relationships accumulated over time.

Important bc: It strengthens client loyalty and improves collaboration.

Can it be rebuilt? Yes, through consistent, positive actions.

Behaviors required to build it: Honesty, responsiveness, and proactive communication

Why is it a long term asset: It leads to repeat business and smoother future projects.

A network of trust, shared understanding, and collaborative behavior that accumulates "credits" through positive interactions. High social capital allows teams to navigate mistakes or difficult phases more successfully.

What are credits vs debits in social capital?

Credits = Positive interactions that build trust.

Debits = Mistakes or negative events that reduce trust.

How does a strong relationship help during project issues?

Clients respond with more patience and flexibility.

Why is consistency important for social capital?

Clients value reliability and predictability.

How does poor communication affect social capital?

It drains trust and creates friction.

What are some basics of client relationship building

Most important action: Spending meaningful time listening to the client

Listening is important bc: it ensure the PM understands the client's needs

Trust is built on: Honesty, reliability, and consistent behavior.

Practice engagement matters: prevents problems and reassures clients.

Empathy in client service: understanding the client's perspective and emotions.

Face-to-face communication is useful bc it builds rapport and reduces misinterpretation.

Why is humility important: bc it shows respect and openness to feedback.

What does "doing what's best for the customer" mean

Making decisions that prioritize the client's interests.

How do personality styles affect communication?

Clients respond best when communication matches their style.

What is client service relationship maintenance?

Continuous nurturing through communication and follow-through.

Why must PM be accessible?

Clients perceive accessibility as respect and commitment.

What is client partnership?

A cooperative relationship where both sides work towards mutual success.

Some things to remember when delivering bad news

1. Never surprise clients - bc surprises damage trust

2. Assess impact before - bc important to present a clear understanding of the situation

3. 1st step - gathering all facts.

4. Should be delivered w/clarity, directly, and with empathy.

5. Prepare solutions beforehand- bc clients like actionable next steps.

6. Document bad news for accountability + follow up

7. Never hide basd news = destroys client's trust

Client service plan

A structured plan outlining how the project will support the client needs

A structured plan that outlines how the team will maintain strong client relationships, including communication protocols, staffing, quality control, change management, and coordination. It ensures consistent service delivery.

Basics about a client service plan

1. Important: sets expectations early

2. Support's quality? = outlines expected QC measures

3. Supports communication? = by defining channels, meeting cadence, and points of contact.

4. Created early during project planning

What topics should be covered when meeting with a client to develop a Client Service Plan?

Contracting, subcontracting, chartering, coordination, staffing, communication, quality control, change management, and billing.

How does a client service plan say about roles?

It clarifies who handles what

Why include change management in a client service plan

To prevent unmanaged scope changes

How does a client service plan reduce conflict

With predefined agreement on processes

What is Kaizen?

A continuous improvement philosophy involving all employees. Focuses on reducing waste, improving consistency, and enhancing processes incrementally.

What is a control chart and what does it show?

A statistical tool showing process performance over time. Key elements:

Upper/Lower Control Limits (UCL/LCL)

Mean (centerline)

Specification limits Used to detect out-of-control conditions and process variation.

What is the Rule of Seven?

If seven consecutive data points fall on one side of the mean or trend upward/downward, the process is not random and requires investigation.

What are the seven attributes of superior client service?

Accessibility

Responsiveness

Recovery

Communications

Attention

Follow‑through

No Surprises

What is a Pareto Chart and how is it used?

A bar chart showing causes of defects in descending order. Based on the 80/20 rule, it helps identify the "vital few" causes responsible for most problems.

What is Statistical Sampling and why is it used?

Inspecting a subset of items rather than all items. Reduces cost and time while maintaining confidence in quality levels.

What is the purpose of Quality Metrics?

To define how quality will be measured, such as defect frequency, reliability, performance, and compliance rates.

What is the purpose of a Quality Checklist?

A structured list ensuring all required steps, inspections, or criteria are completed. Helps maintain consistency and reduce oversight errors.

What is the impact of quality on scope, schedule, and cost?

Quality is tightly linked to the triple constraint:

Higher quality may increase cost/schedule

Poor quality increases rework and delays

Balanced quality ensures efficient delivery

What is the difference between specification limits and control limits?

Specification limits: Customer-defined acceptable range.

Control limits: Statistically calculated process boundaries. A process can be "in control" but still produce outputs outside specification limits.

What is the core reason client relationships are considered essential in modern project delivery?

Because business environments are now "markedly more competitive," requiring firms to react quickly, differentiate themselves, and retain clients. Strong relationships build social capital, which becomes critical during difficult project phases and helps secure repeat work.

Define a "client" versus a "stakeholder."

Client/Customer: A person or organization with direct responsibility or control over the project.

Stakeholder: A person or organization with indirect responsibility or influence on the project.

What is the purpose of the Power/Interest Grid in client relationship management?

It categorizes stakeholders by their level of power and level of interest, guiding how the project team should manage each group—e.g., "Manage Closely," "Keep Satisfied," "Keep Informed," or "Monitor."

What does "relationship building is a continuous process" mean?

It emphasizes that trust and rapport must be built over time through consistent behaviors such as listening, spending time with the client, doing what is best for them, and understanding their needs—not just during crises.

What is the role of personality styles in establishing trusted client relationships?

Understanding whether a client is Thinking, Feeling, Judging, or Intuitive helps tailor communication—e.g., Thinking clients require logic and data, Feeling clients need reassurance, Judging clients want concise information, and Intuitive clients respond to creativity and rapid responses.

Why is "No Surprises" a critical client service principle?

Because unexpected information—especially negative—erodes trust. Clients must be informed early about issues so they can participate in solutions rather than being blindsided.

What is the recommended process for delivering bad news to a client?

Before: Gather facts, assess impact, identify solutions, choose timing. During: Be direct, sincere, prepared, and offer options. After: Document, take corrective action, and follow up.

Why is listening emphasized as a core communication skill?

Because listening ensures understanding of the client's perspective, reveals underlying issues, and allows the PM to adjust assumptions. It is framed as "not just not talking," but actively engaging to understand.

What is the purpose of obtaining client feedback throughout a project?

To identify issues early, adjust performance, and maintain alignment with expectations. Feedback should be documented and followed up promptly to demonstrate responsiveness.

What is the role of a Project Communications Plan in client relationships?

It defines communication channels, points of contact, documentation standards, meeting structures, and expectations for both internal and external communication—ensuring clarity and preventing misalignment.

How does "Follow‑Through" contribute to client satisfaction?

It demonstrates reliability by ensuring commitments are met. Clients expect their project to be a top priority, and follow‑through builds credibility and trust.

What is "Recovery" in client service, and why is it important?

Recovery is the timely correction of service problems. Effective recovery can actually strengthen client trust because it demonstrates competence and accountability.

Why is accessibility a foundational attribute of superior client service?

Clients expect "easy, instant access" to their project team. Accessibility signals commitment, reduces frustration, and enables rapid issue resolution.

How does the PM's behavior influence client trust?

Through consistency, honesty, responsiveness, and alignment with the client's personality style. Trust is built through repeated positive interactions, not one‑time gestures.