Scott Daniels assembled a team to i

Scott Daniels assembled a team to identify and resolve quality-related issues with the EISand to develop a plan to help the medical instruments company prevent future qualityproblems. The first thing Scott s team did was to research the problems with the EIS. Theycreated a cause-and-effect diagram similar to the one in Figure 8-2. They also created aPareto chart (Figure 8-7) to help analyze the many complaints the Help Desk received anddocumented about the EIS. After further investigation, Scott and his team found out thatmany of the managers using the system were very inexperienced in using computer systems
beyond basic office automation systems. They also found out that most users received notraining at all on how to properly access or use the new EIS. There did not appear to be anymajor problems with the hardware for the EIS or the users individual computers. The com-plaints about reports not giving consistent information all came from one manager, who hadactually misread the reports, so there were no problems with the way the software wasdesigned. Scott was very impressed with the quality of the entire project, except for thetraining. Scott reported his team s findings to the project sponsor of the EIS, who was
relieved to find out that the quality problems were not as serious as many people feared.
Chapter Summary
Many news headlines regarding the poor quality of information technology projects demonstratethat quality is a serious issue. Several mission-critical information technology systems havecaused deaths, and quality problems in many business systems have resulted in major financiallosses.Customers are ultimately responsible for defining quality. Important quality concepts include
satisfying stated or implied stakeholder needs, conforming to requirements, and delivering itemsthat are fit for use.Project quality management includes planning quality, performing quality assurance, andperforming quality control. Quality planning identifies which quality standards are relevant to the
project and how to satisfy them. Quality assurance involves evaluating overall project performanceto ensure that the project will satisfy the relevant quality standards. Quality control includes moni-toring specific project results to ensure that they comply with quality standards and identifyingways to improve overall quality.There are many tools and techniques related to project quality management. The SevenBasic Tools of Quality include cause-and-effect diagrams, control charts, run charts, scatter dia-grams, histograms, Pareto charts, and flowcharts. Statistical sampling helps define a realisticnumber of items to include in analyzing a population. Six Sigma helps companies improve quali-ty by reducing defects. Standard deviation measures the variation in data. Testing is very impor-tant in developing and

Results (English) 1:

Scott Daniels Assembled a team to Identify and Resolve quality-related Issues with the EISand to Develop a plan to help the medical instruments inserted Prevent qualityproblems company. The first thing Was did Scott's team to research the Problems with the EIS. Theycreated a Cause-and-effect diagram Similar to the one in Figure 8-2. They Also Created aPareto chart (Figure 8-7) to help Analyze the Many Complaints Received anddocumented the Help Desk about the EIS. After further Investigation, Scott and his team found out thatmany of the managers using the system Were very inexperienced in using computer systems
beyond basic office automation systems. They found out That Also Received Most Users notraining at all on how to properly access or use the new EIS. There did not Appear To Be anymajor Problems with the hardware for the EIS or the individual users computers. The com-plaints about reports not giving all Cham-consistent information from one manager, WHO hadactually Misread the reports, so there were no Problems with the way the software wasdesigned. Scott Was very impressed with the quality of the Entire project, except for thetraining. Scott Reported bis team's Findings to the project sponsor of the EIS, Who Was
relieved to find out That the quality Problems Were not as serious as Many people feared.
Chapter Summary
Many news headlines regarding the poor quality of information technology projects demonstratethat quality is a serious issue. Several mission-critical information technology systems havecaused Deaths, and quality Problems in Many business have resulted in major systems are ultimately financiallosses.Customers Responsible for Defining quality. Important Concepts include quality
satisfying stakeholder stated or implied needs, conforming to Requirements, and Delivering itemsthat are fit for use.Project Quality Management Planning includes quality, performing quality assurance, quality control andperforming. Quality Planning Quality Standards identifies Which are relevant to the
project and how to satisfy tell. Quality assurance evaluating overall project Involves performanceto Will Ensure That the project satisfy the relevant Quality Standards. Quality control includes specific project moni-toring results to Ensure That They Comply with Quality Standards to Improve overall and identifyingways quality.There Many tools and techniques are related to project quality management. The SevenBasic Tools of Quality include Cause-and-effect diagrams, control charts, run charts, scatter dia-grams, histograms, Pareto charts, and flowcharts. Statistical sampling helps define a realisticnumber of items to include in Analyzing a Population. Six Sigma helps Companies Improve quali-ty by Reducing defects. Standard Deviation Measures the variation in data. Testing is very import-tant in Developing and