CSQA Prep - Chapter 6 - Define, Build, Implement & Improve Work Processes

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Sample questions to prepare for CSQA eam. Skill Category 6


Questions and Answers
  • 1. 

    What represents the totality of activities used to achieve the IT Mission?    (6-1)Choose 2.

    • A.

      Process Management

    • B.

      PDCA cycle

    • C.

      Workbench

    • D.

      Quality Continuum

    • E.

      Process Engineering

    Correct Answer(s)
    A. Process Management
    E. Process Engineering
    Explanation
    The totality of activities used to achieve the IT Mission is represented by Process Management and Process Engineering. Process Management involves the planning, coordination, and control of processes to ensure their effectiveness and efficiency. It focuses on improving processes and aligning them with organizational goals. Process Engineering, on the other hand, involves the design, analysis, and improvement of processes to enhance their performance and productivity. Both Process Management and Process Engineering are essential in achieving the IT Mission by ensuring that the activities are well-managed, optimized, and aligned with the overall objectives.

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  • 2. 

    From a management perspective, processes are needed to :   (6-2)choose all that apply

    • A.

      Assure predictability of work activities

    • B.

      Establish a basic set of tasks

    • C.

      Enable workers to better plan their workday

    • D.

      Put workers in charge of their own destiny

    • E.

      Transfer knowledge from more experienced to less experienced workers

    Correct Answer(s)
    A. Assure predictability of work activities
    B. Establish a basic set of tasks
    E. Transfer knowledge from more experienced to less experienced workers
    Explanation
    Processes are needed in management to assure predictability of work activities, establish a basic set of tasks, and transfer knowledge from more experienced to less experienced workers. These processes help in creating a structured and organized work environment, ensuring that work activities are carried out consistently and efficiently. They also provide clarity and guidance to workers by defining the tasks that need to be completed. Additionally, processes facilitate the sharing of knowledge and expertise within the organization, allowing less experienced workers to learn from their more experienced counterparts.

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  • 3. 

    What is a process workbench?   (6-3)

    Correct Answer(s)
    Graphic illustration of a process, documenting how a specific activity is performed. Also referred to as phases, steps, or tasks.
    Explanation
    A process workbench is a graphic illustration that documents how a specific activity is performed. It provides a visual representation of the steps, phases, or tasks involved in a process. This allows for a clear understanding of the workflow and helps in identifying any inefficiencies or areas for improvement. The process workbench serves as a tool for analysis, communication, and optimization of processes.

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  • 4. 

    The process workbench follows the PDCA cycle.   In what phase would the workbench be improved? (6-3)

    • A.

      Act

    • B.

      Plan

    • C.

      Check

    • D.

      Do

    Correct Answer
    A. Act
    Explanation
    The PDCA cycle stands for Plan, Do, Check, Act. In this cycle, the Act phase is where improvements are made based on the results of the Check phase. This means that after checking the results of the implemented plan in the Check phase, any necessary adjustments or improvements are made in the Act phase. Therefore, the workbench would be improved in the Act phase of the PDCA cycle.

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  • 5. 

    A process is defined by workbench and deliverable definitions.   A workbench definition includes:  (6-4)choose only one

    • A.

      Policy statement, document template, standards

    • B.

      Procedures, policy statement, standards

    • C.

      Procedures, standards, document templates

    • D.

      Standards, procedures

    • E.

      None of the above

    Correct Answer
    B. Procedures, policy statement, standards
    Explanation
    The workbench definition includes procedures, policy statement, and standards. This means that in order to define a process, it is necessary to have a set of procedures that outline the steps to be followed, a policy statement that sets the guidelines and objectives of the process, and standards that establish the criteria and requirements for the process. The other options do not include all three elements required for a workbench definition.

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  • 6. 

    Which of the following does not apply to Procedures?  (6-5)

    • A.

      Procedures are used in the Do and Check phases.

    • B.

      Procedures describe how work must be done.

    • C.

      Procedures indicate the best way to meet standards.

    • D.

      Procedures explain why something must be done.

    • E.

      None of the above

    Correct Answer
    D. Procedures explain why something must be done.
    Explanation
    The given answer is correct because procedures do not typically explain why something must be done. Procedures are used to outline the steps and methods for completing a task or achieving a goal, but they do not typically provide the rationale or justification for why the task or goal is necessary. The other options are all valid characteristics of procedures, such as being used in the Do and Check phases, describing how work must be done, and indicating the best way to meet standards.

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  • 7. 

    The Business Control Model consists of which  processes?  (6-5)

    • A.

      Management, Work, Actions

    • B.

      Check, Management, Work

    • C.

      Actions, Management, Check

    • D.

      Work, Check, Actions

    • E.

      Noe of the above combinations

    Correct Answer
    B. Check, Management, Work
    Explanation
    The correct answer is "Check, Management, Work". The Business Control Model consists of these three processes in order to ensure that the organization's operations are running smoothly and in accordance with established standards. The "Check" process involves monitoring and evaluating performance to identify any deviations or issues. The "Management" process involves planning, organizing, and controlling resources to achieve organizational goals. The "Work" process involves executing tasks and activities to deliver products or services.

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  • 8. 

    Management processes are part of the Plan and Act phases.  This means that management must resolve any non-compliance to work or check processes.   How is this done?  (6-6)

    • A.

      Use clearly defined controls to be able to define non-compliance before trying to resolve anything

    • B.

      Modify any process that seems to slow things down.

    • C.

      Punish the people who struggle to follow the process.

    • D.

      Reward people whose work is done on time or early.

    • E.

      None of the above

    Correct Answer
    A. Use clearly defined controls to be able to define non-compliance before trying to resolve anything
    Explanation
    In order to resolve non-compliance to work or check processes, it is important to use clearly defined controls to identify and define the non-compliance before attempting to resolve it. This involves having specific criteria or standards in place that can be used to determine whether or not a process is being followed correctly. By clearly defining these controls, management can accurately identify instances of non-compliance and take appropriate actions to address and resolve the issues.

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  • 9. 

    The need for Status Reports and Status Meetings decreases when what happens?   (6-6)Choose 2

    • A.

      Management begins to rely on facts gleaned from controls

    • B.

      The process has been reworked at least twice

    • C.

      Processes mature allowing for more predictability and consistency

    • D.

      Trending over budget and since these take time, they are decreased

    • E.

      Too many people on PTO

    Correct Answer(s)
    A. Management begins to rely on facts gleaned from controls
    C. Processes mature allowing for more predictability and consistency
    Explanation
    The need for Status Reports and Status Meetings decreases when management begins to rely on facts gleaned from controls because this means that they have access to accurate and up-to-date information about the project's progress. Additionally, when processes mature allowing for more predictability and consistency, there is less need for frequent status updates as the project becomes more stable and predictable. Therefore, these two factors contribute to a decrease in the need for status reports and meetings.

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  • 10. 

    EasAccording to the Software Engineering Institute (SEI) Capability Model, management processes at an SEI Level 1 are have great variability while processes at SEI Level 5 are very predictable.    Given this, do politics have more of an impact on management style on the lower (SEI level 1) or higher (SEI level 5) end of the continuum?  (6-6)

    Correct Answer(s)
    Level 1. Politics tend to influence unpredictable processes, In contrast, a mature, stable management (SEI level 5) is less influenced by organizational politics and trust increases.
    Explanation
    According to the given answer, politics have more of an impact on management style at the lower end of the continuum, which is SEI Level 1. This is because at Level 1, processes are unpredictable and there is great variability, making them more susceptible to the influence of politics. On the other hand, at SEI Level 5, management is mature and stable, and processes are very predictable. At this level, organizational politics have less influence and trust increases.

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  • 11. 

    Which category of processes provides quantitative data for the tactical dashboards used by management.  (6-6)

    Correct Answer(s)
    Check Processes - which are associated with both Work Processes and Management Processes.
    Explanation
    Check Processes provide quantitative data for the tactical dashboards used by management. These processes are associated with both work processes and management processes, meaning they provide information that is relevant to both operational tasks and strategic decision-making. By collecting and analyzing data from check processes, management can gain insights into the efficiency and effectiveness of their operations, identify areas for improvement, and make informed decisions to optimize performance.

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  • 12. 

    Describe a Product Continuum that the IT industry deals with (6-7)

    Correct Answer(s)
    Low end would be very repetitive tasks - produce daily invoices. Mid-range would be job shops that produce one-of-a-kind products that share characteristics but are customized. High-end would like be a service where professional advice and consulting occur.
    Explanation
    The IT industry deals with a product continuum that ranges from low-end tasks such as producing daily invoices, to mid-range job shops that create customized one-of-a-kind products with shared characteristics, and finally to high-end services that involve professional advice and consulting. This continuum represents the different levels of complexity and specialization in the products and services offered by the IT industry.

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  • 13. 

    What may cause layers of management to flatten in an organization?  (6-6)

    • A.

      Management and work processes mature

    • B.

      The need for frequent status reports & status meetings decreases

    • C.

      Management costs exceed an acceptable level in the organization.

    • D.

      Quality becomes the responsibility of the workers, not management.

    • E.

      Results become very unpredictable and inconsistent.

    Correct Answer(s)
    A. Management and work processes mature
    B. The need for frequent status reports & status meetings decreases
    Explanation
    As management and work processes mature, the organization becomes more efficient and effective. This leads to a decrease in the need for frequent status reports and status meetings as everyone is on the same page and communication flows smoothly. This also helps to reduce management costs as fewer resources are required for monitoring and coordination. Overall, the flattening of layers of management is a natural progression in an organization as it becomes more streamlined and adaptable.

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  • 14. 

    Continuous Work Processes are process-dependent.  Please select all statements that describe a Continuous Work Process.   (6-8)

    • A.

      The worker has a clear understanding of the standards that must be met.

    • B.

      The worker can enhance the process as needed.

    • C.

      The worker is given the tools to complete the project on time and on budget.

    • D.

      The worker follows the process precisely.

    • E.

      As more products are produced, the quality improves.

    Correct Answer(s)
    A. The worker has a clear understanding of the standards that must be met.
    C. The worker is given the tools to complete the project on time and on budget.
    D. The worker follows the process precisely.
    Explanation
    A Continuous Work Process requires the worker to have a clear understanding of the standards that must be met, as this ensures that the work is performed consistently and meets the required quality. The worker is also given the necessary tools to complete the project on time and on budget, which enables them to effectively carry out their tasks. Additionally, the worker must follow the process precisely, as this ensures consistency and allows for accurate monitoring and improvement of the process.

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  • 15. 

    Process Management is a PDCA cycle that includes 7 processes that are continuously performed.   Which 3 processes are part of the PLAN phase?  (6-11) Choose 3

    • A.

      Process Definition

    • B.

      Process Inventory

    • C.

      Process Controls

    • D.

      Process Mapping

    • E.

      Process Planning

    Correct Answer(s)
    B. Process Inventory
    D. Process Mapping
    E. Process Planning
    Explanation
    Process Definition and Process Controls are part of the DO phase. The Check phase has Process Measurement and the Act phase has Process Improvement.

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  • 16. 

    For Process Mapping, processes should be mapped to mission and goals, funtional units (people), and deliverables.   This is best done in separate matrices.   What types of gaps will this expose?  (6-14)

    • A.

      Goals that are not supported by processes

    • B.

      Functional units that do not have processes

    • C.

      Delivarables that cannot be met

    • D.

      Scheduling and budget constraints

    • E.

      Processes that do not support goals

    Correct Answer(s)
    A. Goals that are not supported by processes
    B. Functional units that do not have processes
    E. Processes that do not support goals
    Explanation
    A goal will not be reached without a process to follow. Functioal units cannot be completed without processes. Processes that don't support goals do not add any value.
    There is no reference to deliverable dates or budgets in a process map.

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  • 17. 

    Process planning looks at which 3 factors to set priorities for each process.  (6-14)choose 3

    • A.

      Operational readiness of constraints

    • B.

      Elapsed time needed to complete process

    • C.

      Status of each process

    • D.

      Alignment to organizational mission

    • E.

      Cost benefit analysis for each process

    Correct Answer(s)
    A. Operational readiness of constraints
    C. Status of each process
    D. Alignment to organizational mission
    Explanation
    Process planning involves setting priorities for each process based on three factors: operational readiness of constraints, status of each process, and alignment to organizational mission. The operational readiness of constraints refers to the availability and preparedness of the resources and limitations that may affect the process. The status of each process helps determine the progress and current state of the process. Alignment to organizational mission ensures that the process supports the overall goals and objectives of the organization. By considering these three factors, process planning can effectively prioritize and optimize the processes.

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  • 18. 

    Control methods should be considered based on which of the following:  (6-20)choose all that apply

    • A.

      Overall Impact on the culture of the organization

    • B.

      Availability of resources, including people

    • C.

      Cost, effort, cycle time impact

    • D.

      Strength of the contol method

    • E.

      Risk severity

    Correct Answer(s)
    A. Overall Impact on the culture of the organization
    B. Availability of resources, including people
    C. Cost, effort, cycle time impact
    D. Strength of the contol method
    E. Risk severity
    Explanation
    Control methods should be considered based on several factors, including the overall impact on the culture of the organization. This means that the control methods should align with the values, beliefs, and behaviors of the organization's culture. Additionally, the availability of resources, including people, is important to consider as control methods may require certain skills or expertise that may or may not be readily available. The cost, effort, and cycle time impact of implementing the control methods should also be taken into account to ensure that they are feasible and practical. The strength of the control method refers to its effectiveness in mitigating risks and preventing undesirable outcomes. Finally, the severity of the risks involved should be considered to prioritize and allocate resources appropriately.

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  • 19. 

    What are the major Control Method Categories:  (6-21)choose all that apply

    • A.

      Supervisory

    • B.

      Self checking

    • C.

      Third party

    • D.

      Automatic

    • E.

      Peer Reviews

    Correct Answer(s)
    A. Supervisory
    B. Self checking
    C. Third party
    D. Automatic
    E. Peer Reviews
    Explanation
    The major Control Method Categories include Supervisory, Self checking, Third party, Automatic, and Peer Reviews. These categories represent different approaches to ensuring control and quality in various processes. Supervisory control involves overseeing and managing the control system, while self-checking involves the system checking itself for errors or discrepancies. Third-party control involves an external entity monitoring and verifying the control process. Automatic control refers to the use of automated systems to regulate and maintain control. Peer reviews involve having experts or peers review and evaluate the control methods and processes.

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  • 20. 

    What is the long-range objective for process improvements?  (6-24)

    Correct Answer(s)
    To eliminate the need for Quality Control activities such as testing, reviews, and inspections.
    Explanation
    The long-range objective for process improvements is to eliminate the need for quality control activities such as testing, reviews, and inspections. This means that the goal is to create a process that is so efficient and effective that it produces high-quality results consistently without the need for additional quality control measures. By achieving this objective, organizations can save time, resources, and costs associated with quality control activities, while also ensuring that their products or services meet the desired quality standards.

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  • 21. 

    In which phase of the PDCA cycle do we identify root causes of problems and change processes so that results will improve, problems will be prevented, and variation will be reduced?  (6-24)

    Correct Answer(s)
    The Act phase is where this is done - it is the process improvement step.
    Explanation
    In the Act phase of the PDCA cycle, we identify root causes of problems and change processes so that results will improve, problems will be prevented, and variation will be reduced. This phase focuses on implementing the changes that have been identified and testing their effectiveness. It is the step where continuous improvement takes place, as we take action based on the analysis and evaluation of data gathered in the previous phases.

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  • 22. 

    When an organization decides to follow this 8 step process, what are they attempting to do?     1.Select process and team,  2.Describe the current process, 3.Assess process for control & capability, 4.Brainstorm for improvement, 5.Plan how to test the proposed improvement, 6.Analyze results,  7.Compare results, 8.Change process or re-do steps 4 - 8.(6-26)

    Correct Answer(s)
    This process would help an organization establish a Process Improvement Process - which is also known as Quality or Continuous Improvement.

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