PMP Exam Preparation Workshop Project Quality Management · Organizational Project Management Maturity Model (OPM3); and, Capability Maturity Model Integrated (CMMI). Cost of Quality

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Project Quality Management

PMP Exam Preparation

Workshop

Copyright © 2015 PMI SOC

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Learning Objectives

By the end of this session you will understand:

• The PM Quality Processes

• The PM Process Groups

• Project Quality Management

– Inputs

– Tools & Techniques

– Outputs


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Agenda

• Introduction

• Plan Quality Management

• Perform Quality Assurance

• Control Quality

• Sample Exam Questions


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Introduction to Project Quality Management

Experts define Quality based on:

• Conformance to requirements: Project’s processes and

products meet specifications.

• Fitness for use: A product can be used as it was intended.

The concept addresses both:

– Management of the project

– Deliverables of the project

Every project should have a Quality Management Plan.

PMBOK 5E Ref #8.0


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Quality vs. Grade

Quality is “the degree to which a set of inherent characteristics

fulfill requirements.” (PMBOK Guide 5th Edition definition –

glossary). It includes stated and implied needs.

Grade is a category assigned to products or services having the

same functional use but different technical characteristics.

For example, a software product can be of: High Quality (no

defects) and Low Grade (a limited number of features), or of Low

Quality (many defects) and High Grade (numerous features)

PMBOK 5E Ref #8.0


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Accuracy vs. Precision

Accuracy is an assessment of

correctness. Accuracy means the

measured value is very close to the

true value.

Precision is a measure of

exactness.

Precision means the values of

repeated measurements are

clustered and have little scatter.

PMBOK 5E Ref #8.0


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• The Project Manager and Project Team are

responsible for managing the level of Quality and

Grade

• The Project Team must determine appropriate

levels of Accuracy and Precision

PMBOK 5E Ref #8.0


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Modern quality management complements project

management by recognizing the importance of:

Customer Satisfaction: Understanding, evaluating, defining,

and managing requirements to meet customer expectations.

The product or service must satisfy real needs.

Prevention over Inspection: Quality is planned, designed,

and built into the deliverables – not inspected in. The cost of

preventing mistakes is generally much less than the cost of

correcting them when they are found by inspection.

PMBOK Ref #8.0


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Project Quality Management – cont’d

Management Responsibility: Management is responsible

for providing the resources needed to succeed.

Continuous Improvement: Initiatives such as the plan-do-

check-act cycle as defined by Shewhart/Deming; quality

initiatives such as TQM and Lean Six Sigma; process

improvement models such as Malcolm Baldrige,

Organizational Project Management Maturity Model (OPM3);

and, Capability Maturity Model Integrated (CMMI).

Cost of Quality (COQ): Total cost of conformance and non-

conformance work. PMBOK 5E Ref #8.0


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PMBOK 5E Ref#Fig 8-1

Project Quality Management Overview


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Plan Quality Management Inputs, Tools &

Techniques, and Outputs

PMBOK 5E Ref # Fig 8-3


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Plan Quality Management

Plan Quality Management process:

• Identifies quality standards relevant to the project

• Documents how the project will demonstrate

compliance to the quality requirements

PMBOK 5E Ref #8.1


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Plan Quality Management

Plan Quality Management process:

Key benefit of this process: It provides guidance and

direction on how quality will be managed and

validated throughout project.

Fundamental quality tenet: Quality is planned,

designed and built in – not inspected in.

PMBOK 5E Ref #8.1


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Plan Quality Management - Inputs

Project Management Plan

• Scope baseline

• Schedule baseline

• Cost baseline

• Other management plans

PMBOK 5E Ref #8.1.1


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Plan Quality Management - Inputs

• Stakeholder Register

• Risk Register

• Requirements Documentation

• Enterprise Environmental Factors

• Organizational Process Assets

PMBOK 5E Ref #8.1.1


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Plan Quality Management - Tools & Techniques

• Cost-Benefit Analysis

• Cost of Quality (COQ)

• Seven Basic Quality Tools

• Benchmarking

• Design of Experiments (DOE)

• Statistical Sampling

• Additional Quality Planning Tools

• Meetings

PMBOK 5E Ref #8.1.2


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Quality Management must consider cost to benefit trade offs

• Benefits of quality management include:

– less rework

– higher productivity

– lower costs

– Increased stakeholder satisfaction

– Increased profitability

• Costs of quality management include:

– All costs associated with Quality Management activities

Cost-Benefit Analysis


PMBOK 5E Ref #8.1.2

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Cost of quality includes all costs incurred over the life of

the product or service through:

– Investment in preventing nonconformance to

requirements

– Appraising the product or service for conformance to

requirements

– Failing to meet requirements (rework)


Cost of Quality (COQ)

PMBOK 5E Ref #8.1.2

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Cost of Quality (COQ) - cont’d

There are three types of COQ:

– Prevention costs

– Appraisal costs

– Failure costs/cost of poor quality

• Internal costs (found by the project)

• External costs (found by the customer)


PMBOK 5E Ref #8.1.2

20 20 Copyright © 2015 PMI SOC

Cost of Quality (COQ) - cont’d

PMBOK 5E Ref #Fig 8-5

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Seven Basic Quality (7QC) Tools



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1. Cause-and-Effect Diagrams

Also known as: Fishbone or Ishikawa Diagram:

• Illustrates how various factors might be linked to potential problems or effects - helps to better understand a problem and the contributing factors

• Effective tool for studying processes and situations - leads to better understanding of a process by generating detailed questions about it



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2. Flowcharts

Also known as: process maps

• Shows activities, decision points and order of processing:

• Useful to understand and estimate cost of quality in a process

• Helps anticipate and analyze how, where and what problems

may occur



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Flowcharts - SIPOC

Model

Flowcharts map

operational details of

procedures that exist

within a horizontal

value chain of a

SIPOC Model




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3. Checksheets

Also known as tally sheets

used to:

• Organize facts to facilitate the

effective collection of useful

data about a potential quality

problem

• Gather attribute data while

performing inspections to

identify defects


PMBOK 5E Ref #8.1.2.3

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4. Pareto Diagrams

• Special form of vertical bar chart used to identify vital few

sources responsible for causing most of a problem’s effects

• Categories on horizontal axis are a valid probability distribution

that accounts for 100% of possible observations

• Frequencies for each cause decrease in magnitude until ‘other’

accounts for non-specified causes

• Typically organized into categories that measure frequencies

or consequences



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Pareto Diagrams

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5. Histograms

• Special form of bar chart

• Used to describe the central tendency, dispersion,

and shape of a statistical distribution

• Does not consider the influence of time on the

variation that exists within a distribution (unlike the

control chart)




Histograms


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6. Control Charts

• Visually display if the process (measurements) are in control

• Help to predict trends

• Main use of control charts is to prevent defects, rather than to

detect or reject them

• The upper control limit and lower control limit are generally +/- 3

sigma around a process mean set at 0 sigma

• Upper (maximum) and lower (minimum) values are based on

contract requirements. The values are set by Project Manager

and appropriate stakeholders to reflect the points at which

corrective action will be taken to prevent exceeding specification

limits.



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6. Control Charts

• To monitor any type of output variable. For example:

– cost / schedule variations

– volume and frequency of scope changes

– errors in project documents

• Process is out of control if:

- Data point exceeds a control limit

- Seven consecutive points are above or below the

mean

• When a process is outside acceptable limits, the process

should be adjusted



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Control Chart


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Control Chart

Measurement

Time 0

UCL

LCL

Mean Allowable Range of Variation

Beyond acceptable ranges



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Control Chart

Measurement

Time

0

UCL

LCL

Mean Allowable Range of Variation

Possible problem - 7 points below (or above) the mean known as the Rule of 7



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7. Scatter Diagrams

Aka correlation charts - seek to explain a change in the

dependent and corresponding independent variable

• Dependent variables vs. Independent variables are plotted

• The plot can depict correlations

– inverse (negative)

– proportional (positive)

– no correlation (zero)

• If correlation exists, a regression line is calculated to

estimate pattern of relationship between two variables




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Highly Negative Low to Moderate

Negative



Scatter Diagrams



Scatter Diagrams

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No correlation Highly Positive



Scatter Diagrams

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• Compares actual measurements to those of other

projects

• Provides a basis by which performance can be

measured

• These other projects can be within the performing organization or outside of it and can be within the same or in other application area

• Allows analogies from projects in different area

Benchmarking



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• Statistical method for products under development

• Framework for systematically changing elements of a

process

• Helps highlight influencing factors that reveal the presence of interactions and synergy among the factors

• Helps identify which factors may influence a product

variables

• Helps with optimization of products or processes

Design of Experiment (DOE)



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• Involves choosing part of a population of interest for inspection

For example, selecting ten engineering drawings at random from a list of seventy-five

• Sample frequency sizes should be determined for including number of tests, expected scrap etc. (Cost of Quality)

Statistical Sampling



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Used to better define the situation and manage quality:

– Brainstorming

– Force Field Analysis

– Nominal Group Technique

– Quality Management and Control Tools

Additional Quality Planning Tools



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Meetings

• Teams hold planning meetings to develop the

Quality Management Plan

• Attendees include anyone responsible for Project

Quality Management activities (Project Manager,

Sponsor, Team members, Stakeholders)



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Plan Quality Management - Outputs

• Quality Management Plan

• Process Improvement Plan

• Quality Metrics

• Quality Checklists

• Project Document Updates:

– Stakeholder Register

– Responsibility Assignment Matrix

– WBS and WBS Dictionary


PMBOK 5E Ref #8.1.3

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Quality Management Plan

• Describes how the project team will implement the

performing organization's quality policy

• Based on requirements, the plan can be:

– Formal or informal

– Detailed or broadly framed



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Process Improvement Plan

• Details the steps for analyzing project management and

product development processes

• Facilitates the identification of waste and non-value adding

activity

• The steps are:

• Process Boundaries - describe the purpose, start,

and end of each process

• Process Configuration - a flowchart of processes

with identified interfaces

• Process Metrics - used to maintain control over

status of processes

• Target for improved performance - guides the

process improvement activities



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Quality Metrics

• Metric

– describes project or product attribute and how the

control quality process measures it

• Measurement

– actual value of a metric parameter

• Quality metrics

– are used in QA and QC processes



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Quality Checklists

• Used to verify that a set of required steps has been performed

• Used to ensure consistency in frequently performed tasks

• Generally structured to provide a ‘Yes’ or ‘No’, or ‘N/A’ answer

• Designed to ensure all elements in the process or procedure have been completed



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Project Documents Updates

Project documents that may be updated include, but not

limited to:

• Stakeholder register

• Responsibility assignment matrix

• WBS and WBS dictionary



50 50

Perform Quality Assurance: Inputs, Tools &

Techniques, and Outputs



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Perform Quality Assurance

• Activity to assure the required level of quality is met

• Often performed by the Quality Assurance Department

• Key benefit is to facilitate improvement of quality

processes

• Provides an umbrella for continuous process improvement

• Builds confidence in quality through prevention of defects

• QA work falls under the conformance work category in

COQ


PMBOK 5E Ref # 8.2

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Perform Quality Assurance - Inputs

• Quality Management Plan

• Process Improvement Plan

• Quality Metrics

• Quality Control Measurements

• Project Documents


PMBOK 5E Ref # 8.2.1

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Perform Quality Assurance – Tools & Techniques

• Quality Management and Control Tools

• Quality Audits

• Process Analysis



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Quality Management and Control Tools



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• Affinity Diagrams

– Similar to mind mapping techniques

– Used to generate ideas that can be linked to form organized thought patterns about a problem

• Process Decision Program Charts (PDPC)

– Used as a method for contingency planning

– Aids in anticipating intermediate steps that derail goal attainment

• Interrelationship Digraphs

– Process for creative problem solving in moderately complex scenarios that possess intertwined logical relationships for up to 50 relevant items

Quality Management and Control Tools


PMBOK 5E Ref # 8.2.2.1

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• Tree Diagrams

– Known as systematic diagrams

– Used to represent decomposition structures e.g.: WBS, RBS

– Useful to visualize parent-to-child relationships

– Useful as decision trees for establishing expected value

• Prioritization Matrices

– Identifies key issues and suitable alternatives to be

prioritized as a set of decisions for implementation

– Criteria are prioritized and weighted before applied to

available alternatives to obtain a score that ranks the options

Quality Management and Control Tools – cont’d



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• Activity Network Diagrams

– Known as arrow diagrams

– Include both the AOA and AON formats

– Used with project scheduling methodologies: PERT, critical

path method (CPM) and precedence diagramming method

(PDM)

• Matrix Diagrams

– Used to perform data analysis within the organizational

structure

– Seek to show the strength of relationships between factors,

causes, and objectives that exist between the rows and

columns that form the matrix

Quality Management and Control Tools – cont’d



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Quality Audits

• Structured, independent processes that determine if

project activities comply with the project’s and

organizational policies, processes and procedures

• Identify all good and best practices used and share

them

• Identify nonconformities, gaps and shortcomings

• Proactively assist to improve implementation of

processes to help the team raise productivity

• Highlight contributions of each audit in the lessons

learned repository

• Once identified, corrective action can be taken



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• May be scheduled or random

• May be carried out by properly trained in-house auditors

or third parties

• Quality audits confirm the implementation of

– approved change requests

– updates

– corrective actions

– defect repairs

– preventive actions

Quality Audits - cont’d



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• Analyzes the processes as outlined in the process

improvement plan

• Tries to identify needed improvements from an

organizational and technical standpoint

• Attempts to find the root cause of any issue, so it can

be resolved

Process Analysis



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Perform Quality Assurance - Outputs

• Change requests: Recommended corrective actions

– Change requests can be used to take corrective

action or preventive action or to perform defect

repair

• Project Management Plan Updates

– Quality, Scope, Schedule, and Cost

management plans

• Project Document Updates

– Quality audit reports, training plans, and process

documentation

• Organizational Process Assets Updates



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Control Quality: Inputs, Tools & Techniques,

and Outputs



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Control Quality

• Control Quality process: uses set of operational

techniques and tasks to verify the delivered output

will meet the requirements

• Quality Control activities: identify causes of poor

process or product quality and recommend and/or

take action to eliminate them


PMBOK 5E Ref # 8.3

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Control Quality - cont’d

• Quality Assurance: used during project planning

and executing phases to provide confidence that

stakeholder’s requirements will be met

• Quality Control: used during project executing and

closing phases to formally demonstrate meeting

customer’s acceptance criteria


PMBOK 5E Ref # 8.3

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Control Quality Concepts

Prevention:

keeping

errors out of

the process

Attribute Sampling:

the result

conforms or it

does not

Tolerances:

the result is

acceptable if it

falls within the

range specified

by the tolerance

Inspection:

keeping

errors out of

the hands of

the customer

Variable Sampling:

the result is rated

on a continuous

scale that

measures the

degree of

conformity

Control Limits:

the process is in

control if the

results falls within

the control limits


PMBOK 5E Ref # 8.3

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Control Quality - Inputs

• Project Management Plan

• Quality Metrics

• Quality Checklists

• Work Performance Data

• Approved Change Requests

• Deliverables

• Project Documents

• Organizational Process Assets



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Control Quality – Tools and Techniques

• Seven Basic Quality Tools

• Statistical Sampling

• Inspection

• Approved Change Requests Review



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• Statistic: A descriptive measure of some characteristic of a sample (e.g. width or height)

• Variable: The characteristic being observed

• Random Sample: A selection of items from a universe in such a way that each item in the universe has an equal probability (chance) of being selected as each sample item is drawn

• Mode is the most frequently occurring value

Statistical Sampling (concepts)


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• Median is the value of the middle item in a sorted

group of items

• Arithmetic Mean is the sum of the values of a

variable divided by the number of values (or average)

• Range is the difference between the largest and the

smallest values of some variable

• Standard Deviation is the square root of the

variance

Statistical Sampling (concepts) - cont’d


70 70

• Involves choosing part of a population for inspection

• Appropriate sampling can reduce the cost of quality

control

• Normal Distribution Curve

– Is the most common tool for measuring variability

– Indicates the standard deviations

– The three standard deviations (+3,-3) encompass

99.73% of the area under the curve

– +1, -1 has a standard deviation of 68.26%


Statistical Sampling (concepts) - cont’d

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Inspection

• Also referred to as: reviews, peer reviews, audits, and walkthroughs

• Examination of work products

• Determine whether they conform to the standards

• Inspection can be conducted at any level:

– a single activity

– the final product

– the project



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Control Quality – Outputs

• Quality Control Measurements

• Validated Changes

• Verified Deliverables

• Input to verify scope for formalized acceptance

• Work Performance Information

• Change Requests

• Recommended corrective or preventive actions

• Project Management Plan Updates

• Quality management plan and process improvement

plan

• Project Document Updates

• Organization Process Assets Updates



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Supplementary Material



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Quality Influencers


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Deming’s 14 Points to Quality

1. Create constancy of purpose

2. Adopt the new philosophy

3. Cease dependence on inspection to achieve quality

4. End the practice of awarding business on the basis of

price tag. Instead, minimize total cost

5. Improve constantly and forever

6. Institute training on the job

7. Institute leadership

8. Drive out fear

9. Break down barriers between departments


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Deming’s 14 Points to Quality

10.Eliminate slogans, exhortations, and targets for the

work force asking for zero defects and new levels of

productivity.

11.Eliminate work standards (quotas) on the factory

floor.

12.Remove barriers that rob the hourly worker of his

right to pride of workmanship.

13. Institute a vigorous program of education and self

improvement.

14.Put everybody in the company to work to accomplish

the transformation.


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Deming Improvement Cycle

Act Plan

Check Do

Immediate Remedies Future Actions

Against Objectives How Methods Executed

Train Execute

Objectives Methods


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Dr. Joseph Juran

Developed the 10 Steps to Quality Improvement:

1. Build awareness of the need and opportunity for

improvement

2. Set goals for improvement

3. Organize to reach the goals (establish a quality council,

identify problems, select projects, appoint teams,

designate facilitators)

4. Provide training

5. Carry out projects to solve problems

6. Report progress

7. Give recognition

8. Communicate results

9. Keep score

10. Maintain momentum by making annual improvement part

of the regular systems and processes of the company

PMBOK Ref #Supp. Copyright © 2015 PMI SOC

79 79

Dr. Joseph Juran

The five attributes of “fitness for use”:

1. Quality of design (different grades of quality)

2. Quality of conformance (training to keep products in

specifications, tolerances motivations)

3. Availability, reliability and maintainability

4. Safety

5. Field use (the way the product will be used by the

customer)


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Crosby’s 14 Steps to Quality Improvement

1. Make it clear management is committed to quality

2. Form quality improvement teams with representative

from each department

3. Determine where current and potential quality problems

lie

4. Evaluate cost of quality and explain its use as a

management tool

5. Raise quality awareness and explain its use as a

management tool

6. Take actions to correct problems identified through

previous steps

7. Establish a committee for the zero defect program

8. Train supervisors to actively carry out their part of the

quality improvement program


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Crosby 14 Steps to Quality Improvement

9. Hold a “zero-defect day” to let employees realize

there has been a change

10.Encourage individuals to establish improvement

goals for themselves and their groups

11.Encourage employees to communicate to

management the obstacles they face in attaining

their improvement goals

12.Recognize and appreciate those who participate

13.Establish quality councils to communicate on a

regular basis

14.Do it again to emphasize a quality management

program never ends


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Quality Influencers - Other

• KAIZEN = Continuous Improvement (these two definitions are equivalent on the exam)

• JIT (Just in Time) : this is an approach to decrease the amount of inventory that a company carries, thereby decreasing the investment in inventory.

– A “just in time” philosophy directs a company to improve quality (forces attention to quality) because extra materials are not available.


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Quality Influencers - ISO

The International Organization for Standardization

(ISO) is the world’s largest developer of voluntary

International Standards.

Relevant ISO Standards:

– ISO 9001:2015 Quality management systems --

Requirements

– ISO 9000:2015 Quality management systems --

Fundamentals and vocabulary

– ISO 9004:2009 Managing for the sustained success of

an organization -- A quality management approach


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Other relevant ISO Standards - cont’d

• ISO 19011:2011 Guidelines for auditing

management systems

• ISO 14001:2015 Environmental management

systems -- Requirements with guidance for use

• ISO 14004:2016 Environmental management

systems -- General guidelines on principles, systems

and support techniques

Quality Influencers - ISO


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Other relevant ISO Standards:

• ISO 10006:2003 Quality management systems --

Guidelines for quality management in projects

• ISO 21500:2012 Guidance on project management

(See also: PMBOK Fifth Edition page 463)

Quality Influencers – ISO

PMBOK Ref #Supp. Copyright © 2015 PMI SOC

86



Sample Test Questions


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Question #1

Quality assurance should be used during the project’s

___________ to provide confidence that the

stakeholder’s requirements will

be met.

A. executing and closing phases

B. monitoring and controlling phases

C.planning and executing phases

D.planning and closing phases

Answer:


88 88

Question #2

The diagram that identifies the vital few sources that are

responsible for causing most of a problem’s effects, is

called a:

A. Pareto diagram

B. Bar chart

C.Network diagram

D.Critical path

Answer:


89 89

Question #3

Accuracy is defined as:

A. The degree to which a set of inherent characteristics fulfill requirements

B. Consistency that the value of repeated measurements are clustered and have little scatter

C. Correctness that the measured value is very close to the true value

D. Category assigned to projects or services having the same functional use but different technical characteristics

Answer:


90 90

Question #4

All below are tools and techniques for Perform Quality

Assurance EXCEPT:

A. Interrelationship digraph

B. Tree diagram

C.Pareto diagram

D.Matrix diagram

Answer:


91 91

Question #5

Quality standards and requirements should be defined

in the ___________ phase.

A. conceptual

B. planning

C. implementation

D. risk identification

Answer:


92 92

Question #6

Major cost categories of quality include all of the

following EXCEPT:

A. Appraisal

B. Prevention

C.External failure

D.Computer operations

Answer:


93 93

Question #7

Quality control should be used during the project

___________ to formally demonstrate customer’s

acceptance criteria has been met.

A. executing and closing phases

B. monitoring and controlling phases

C.planning and executing phases

D.planning and closing phases

Answer:


94 94

Question #8

Control quality tools and techniques include all of the

following EXCEPT:

A. Flowcharting

B. Pareto diagrams

C.Control charts

D.Estimates of control tendency

Answer:


95 95

Question #9

Grade is defined as:

A. The degree to which a set of inherent characteristics

fulfill requirements

B. Consistency that the value of repeated

measurements are clustered and have little scatter

C.Correctness that the measured value is very close to

the true value

D.Category assigned to deliverables having the same

functional use but different technical characteristics

Answer:


96 96

Question #10

Perform quality _____________ is the process of

auditing the quality requirements and the results from

quality control measurements to ensure that appropriate

quality standards and

operational definitions are used.

A. control

B. assurance

C. improvement

D.benchmarking

Answer:


97 97

Question #11

Inputs to control quality process are all of the following

EXCEPT:

A. Work performance data

B. Project management plan

C.Quality checklists

D.Process improvements

Answer:


98 98

Question #12

One of the fundamental tenets of quality management is

that quality:

A. Exceeds client expectations

B. Does not cost

C. Is planned, designed, and built into, not inspected in

D. Is assured through careful planning

Answer:


99 99

Question #13

A mind-mapping technique used to generate ideas that

can be linked to form organized patterns of thought

about a problem:

A. Process decision program chart

B. Affinity diagram

C.Histogram

D.Tree diagram

Answer:


100 100

Question #14

All of the following are primary benefit(s) of meeting

quality

requirements EXCEPT:

A. Increased profitability

B. Higher productivity

C.Stakeholder satisfaction

D.Fewer change orders

Answer:


101 101

Question #15

In the quality management discipline, benefits

______________ costs.

A. equal

B. outweigh

C.are less than

D.cannot be evaluated in relation to

Answer:


102 102

Question #16

"Design of experiments" is a statistical method that

helps:

A. Determine how various elements of a system

interrelate

B. Anticipate what and where quality problems might

occur

C. Identify which factors may influence specific variables

of a product or process under development

D.Establish a standard by which to measure

performance

Answer:


103 103

Question #17

The objectives of a quality audit may include all of the

below EXCEPT:

A. Identify all nonconformity, gaps and shortcomings

B. Share good practices

C.Aid in contingency planning

D.Highlight audit contributions in the lessons learned

repository

Answer:


104 104

Question #18

In statistical control processes, the term control limit

identifies ....

A. results rated on a continuous scale that measures

the degree of conformity

B. the boundaries of common variation in a statistically

stable process

C.data contained in the control quality outputs

D.a problem, discover the underlying causes that lead

to it, and develop preventive actions

Answer:


105 105

Question #19

What does “Cost of Quality" mean?

A. The sacrifice of unessential project objectives to

meet essential quality standards

B. The life cycle cost of the project

C.The costs incurred to ensure quality

D.The cost of meeting project objectives

Answer:


106 106

Question #20

Quality Control measurements _______

A. compare the processes used to create the

measurements, and validate actual measurements to

determine their level of correctness

B. provide an umbrella for continuous process

improvement for improving the quality of all

processes

C.analyze project management and product

development processes to identify activities that

enhance value

D. reduce frequency of schedule overruns

Answer:


107



End of Session
