Capstone applying project management in the real world weekly challenge 3 answers
Activity: Add quality standards to your project plan
1. To pass this practice quiz, you must receive at least 75%, or 3 out of 4 points, by completing the activity and answering corresponding quiz questions. You can learn more about the graded and practice items in the
Course Overview
.
Activity Overview
In this activity, you will identify the criteria for meeting quality standards for a portion of the tablet rollout, and add them to your project plan. Quality standards are the requirements and specifications that the final project must meet in order to be considered successful.
Scenario
Review the scenario below. Then complete the step-by-step instructions.
As the team thinks ahead to the tablet test launch at Sauce & Spoon, Peta needs to identify quality standards. During their weekly check-in meeting, Peta and Deanna review some of these standards.
Step-By-Step Instructions
Step 1: Access your draft
Begin by opening the project plan draft you worked on in the activity from Week 2, Refine your time estimates.
Step 2: Access supporting materials
The following supporting materials will help you complete this activity. Keep them open as you proceed to the next steps. Each link will open a new Coursera tab.
Meeting: Weekly Check-In
Note: To review supporting materials introduced in earlier activities, you can find them in the
Resources section
.
Step 3: Review supporting materials
Review the meeting transcript and take notes on the details Peta and Deanna discuss about defining quality standards.
Step 4: Add the notes to your project plan
Add the notes you took about quality standards to your project plan, listing them under the Quality and Evaluation tab. Record the primary quality standard the team is focused on in the Category column. Then add the quality criteria that correspond to that category in the Criteria column.
What to Include in Your Response
Be sure to include the following elements in your project plan:
The primary quality standard discussed in the supporting materials
Five criteria to support the quality standard
Did you complete this activity?
- Yes
- No
2. What are some ways that Peta and Deanna agree to measure the customer satisfaction quality standard for the tablet project? Select all that apply.
- 80% email capture and restaurant newsletter opt-in
- 98% order accuracy
- Lobby wait time of under 10 minutes
- An average table turn time of 45 minutes
3. Quality standard criteria should be objective and measurable. In addition to the methods mentioned in the check-in transcript, what is another way Deanna and Peta could measure customer satisfaction for the tablet project?
- 5% more birthday celebrations across restaurant locations
- Increase waitstaff efficiency
- Create a positive experience around the tablets
- Increase customer retention in tablet areas by 5%
4. In addition to customer satisfaction, what are some other quality standard categories that could help evaluate the success of the tablet test launch? Select all that apply.
- Design
- Functionality
- Environment
- Ease-of-use
Test your knowledge: Evaluation questions
5. Fill in the blank: _____ involves observing, measuring, and then comparing your findings to a set of agreed-upon criteria.
- Evaluation
- Administration
- Standardization
- Regulation
6. Which quality management process includes beta testing, internal checklists, and feedback surveys?
- Quality standards
- Quality control
- Quality planning
- Quality assurance
7. What does evaluation help project managers to do?
- Improve, judge, and learn about projects
- Plan, execute, and complete projects
- Track, manage, and communicate about projects
- Budget, schedule, and scope projects
8. What aspects of a project do evaluation questions measure? Select all that apply.
- Outcomes
- Effectiveness
- Impact
- Risks
9. There are two main categories of evaluation questions. One type helps you make improvements. What does the other type help you do?
- Adjust and regulate
- Empathize and communicate
- Measure and compare
- Manage and delegate
10. Certain evaluation questions help improve a product or service while others help measure and compare. Which three of the following questions can help you improve?
- What are the most common participant reactions?
- What were the results?
- What works and what doesn’t?
- What were the costs?
- Which goals are we meeting?
11. Which three of the following evaluation questions can help you measure and compare project outcomes?
- Which goals are we meeting?
- What were the costs and benefits?
- Are there any lessons to be learned?
- Were there unintended results?
- How can we improve?
12. Which criteria do effective evaluation questions meet? Select all that apply.
- They are practical and feasible to answer with available resources.
- They quickly reduce project overhead.
- They relate to the purpose of the project.
- They address stakeholder or user values, interests, and concerns.
Activity: Create evaluation questions and indicators
13. To pass this practice quiz, you must receive at least 80%, or 4 out of 5 points, by completing the activity and answering corresponding quiz questions. You can learn more about the graded and practice items in the
Course Overview
.
Activity Overview
In this activity, you will create evaluation questions in order to help you determine if the project is meeting the quality standards you outlined. An evaluation question is a key question about the outcomes, impact, and/or effectiveness of your project or program.
You will also create evaluation indicators to help you get the right information needed to answer the questions. Evaluation indicators define the specific type of data that needs to be collected.
Scenario
Review the scenario below. Then complete the step-by-step instructions.
Now that the tablet test launch is complete, Peta wants to ensure that it leads to a successful rollout at both pilot locations. She does this by creating evaluation questions and indicators to measure the results of the test launch, and assess the project’s progress at this stage.
Step-By-Step Instructions
Step 1: Access your draft
Begin by opening the project plan draft that you worked on in the last activity, Add quality standards to your project plan.
Step 2: Create evaluation questions
Based on the quality standards you identified in the last activity, create 2-3 evaluation questions you would ask to assess the success of the tablet test launch. Add these questions under the Quality and Evaluation tab in your project plan, in the Evaluation Questions column.
Remember, there are two main types of evaluation questions. There are questions that ask how you can make improvements, such as:
How can we improve?
What is working and what’s not working?
Which goals are being met?
Who is benefiting?
What are the most common participant reactions?
There are also questions that help you measure and compare, such as:
Were there unintended outcomes?
What were the costs and benefits?
Are there any lessons to be learned?
Should we continue?
A well-crafted evaluation question should provide you with valuable data. As you create your evaluation questions, consider the following:
Does the question address stakeholder or user values, interests, and concerns?
Does the question relate to the purposes of the project and of evaluation?
Is the question worth answering and important for the project and beyond?
Is the question practical and feasible to answer with available resources?
Step 3: Add evaluation indicators
Next, create an evaluation indicator for each evaluation question. Add your evaluation indicators under the Quality and Evaluation tab in your project plan, in the Evaluation Indicators column.
Evaluation indicators state the specific type of data you need to collect to answer your evaluation questions. As you create your evaluation indicators, ask yourself the following questions:
What do you want to measure or evaluate? The number of something? The level of satisfaction? Preferences? Demographic information like age, gender, or experience?
Will the indicator demonstrate that you have reached the desired outcome?
Will the indicator provide measurable evidence of meeting a goal? Examples of measurable evidence could include things like test scores, attendance rates, or observed behavior
What to Include in Your Response
Be sure to address the following elements in your updated project plan:
2-3 evaluation questions
One evaluation indicator for each question
Did you complete this activity?
- Yes
- No
14. Which of the following are examples of good evaluation questions you could ask about customer satisfaction with the tablet project? Select all that apply.
- Which customers are posting about their experiences on social media?
- Does the waitstaff enjoy using the tablets?
- Are customers having a better dining experience with the tablets?
- Are customers receiving the correct orders?
15 Which of the following are examples of good evaluation questions you could ask about tablet ease-of-use? Select all that apply.
- Which staff members are the best at training customers on the tablets?
- Do customers think the tablets have an attractive design?
- How quickly are customers learning how to navigate the tablets?
- Do all the tablets work as expected?
16. Which of the following evaluation indicators can help answer the evaluation question, “Have we improved customer satisfaction?” Select all that apply.
- Guests with shorter wait times report wanting to return 20% more often than those with longer wait times
- The length of the average customer visit shortens by 15%
- Guests redeem coupons 25% more often
- Guests who use the tablets are 50% more likely to recommend the restaurant to a friend
17. Which of the following evaluation indicators can help answer the evaluation question, “Are the tablets functioning properly?” Select all that apply.
- 98% of customers who use tablets receive the correct order
- Waitstaff can log into their tablet accounts on the first try
- Tablet error logs report a maximum of one error per shift
- Appetizer sales increase by 10%
Test your knowledge: Survey development
18. Fill in the blank: _____ are a method of collecting data you can use to evaluate and measure the quality of a project’s processes, goals, or deliverables.
- Surveys
- Quality planning
- Quality management plans
- Evaluation indicators
19. What is the relationship between survey questions and evaluation questions?
- Survey questions collect data that helps you answer evaluation questions.
- Survey questions collect data that helps you formulate evaluation questions.
- Evaluation questions collect data that helps you answer survey questions.
- Evaluation questions collect data that helps you formulate survey questions.
20. What is the purpose of an evaluation indicator?
- An evaluation indicator summarizes research conclusions so the project team can share their findings with stakeholders.
- An evaluation indicator asks a key question about the outcomes, impact, and/or effectiveness of your project or program.
- An evaluation indicator clarifies the specific type of data you need to collect to answer your evaluation questions.
- An evaluation indicator serves as a research tool that asks respondents to answer a set of questions that the project team can analyze.
21. Imagine that a bank adds a new check deposit feature to its mobile app. One of the evaluation questions for the new feature is: “Does the new feature improve user experience and satisfaction with our app?"
Which of the following survey questions can help you answer this evaluation question? Select all that apply.
- Did you encounter any technical difficulties while using this feature?
- Do you know which other banking apps include this feature?
- On a scale of 1–5, where 1 is “very easy” and 5 is “not at all easy,” how easy is this feature to use?
- Would you recommend this feature to a friend?
- When did you first hear about this feature?
22. Imagine that a meal kit service pilots a new line of customizable recipes for different dietary needs. One of the evaluation questions about the pilot’s outcome is: “How satisfied are our customers with the new recipes?” Which of the following survey questions would be most useful to answer the evaluation question?
- Why is our best-selling pasta primavera your favorite recipe?
- How often do you use our meal kits?
- How many of our new recipes would you make again?
- Do we offer enough high-protein options to fit your active lifestyle?
Test your knowledge: Evaluation findings
23. What is the first thing you should do when preparing an evaluation presentation?
- Filter and analyze data.
- Shape the story of your findings.
- Create a detailed evaluation report.
- Consider your audience.
24. Which are the most efficient methods for presenting evaluation findings to senior stakeholders and executives? Select all that apply.
- Raw survey data
- Full evaluation report
- Slide-based report
- Summary sheet
25. Fill in the blank: By _____ data, you become familiar with survey respondents, results, and what those results mean for project quality.
- filtering and analyzing
- collecting and sorting
- memorizing and communicating
- transcribing and storing
26. Imagine you are a project manager creating an evaluation presentation based on the results of a customer survey. You analyze the data, learn what the data means, and confirm how the data answers your evaluation questions. What is the final step you need to take before presenting your results?
- Ask your audience members to complete the customer survey themselves.
- Think about what is meaningful to your audience.
- Draft a data-driven evaluation report with your findings.
- Shape the story of your findings into a cohesive narrative.
Activity: Complete a retrospective document
27. To pass this practice quiz, you must receive at least 75%, or 3 out of 4 points, by completing the activity and answering corresponding quiz questions. You can learn more about the graded and practice items in the
Course Overview
.
Activity Overview
In this activity, you will review project documents in order to identify successes and areas for improvement relating to project milestones. You will then create a retrospective document that records this information.
Scenario
Review the scenario below. Then complete the step-by-step instructions.
The project team has completed two important milestones: installing the tablets and training the staff. Part of the training milestone included a test launch to make sure the tablets worked properly and to let the staff practice their training. Now that the test launch is over, Peta reviews the customer survey data and holds a retrospective review with the project team. They discuss what has gone well so far and identify areas for improvement going forward.
Step-By-Step Instructions
Step 1: Access the template
To use the template for this course item, click the link below and select “Use Template.”
Link to template:
Retrospective Review
OR
If you don’t have a Google account, you can download the template directly from the attachment below.
Step 2: Access supporting materials
Review the supporting materials for this activity in the Resources section. Each link below will open a new Coursera tab.
Test Launch Customer Survey Results
Meeting: Retrospective
Note: To review supporting materials introduced in earlier activities, you can find them in the
Resources section
.
Step 3: Review supporting materials and add notes to the retrospective document
Review the customer survey results and identify three aspects of the test launch process that went well for guests, and three aspects that need improvement. For example, “40% of guests rated their experience as a 4 out of 5,” could be considered something that went well.
Add the items you identified to your Retrospective Document. Go to the template and follow the instructions below:
In the Feedback From column of your Retrospective Document, use the dropdown to select Customers.
In the Type column, select either Went well or Needs improvement according to the type of feedback you want to add.
In the Description column, add a description of the aspect that went well or needs improvement.
In the Evidence column, add the supporting evidence such as a quote from a customer or a data point from the survey.
Finally, in the Actions column, add the action or actions you would suggest the company or project team take to address each aspect you identify.
Step 4: Add more notes to the retrospective document
Review the retrospective meeting transcript and identify three aspects of the tablet test launch that went well for the project team, and three aspects that need improvement.
Add the aspects you identified to your Retrospective Document. Go to your template and follow the instructions below:
In the Feedback From column of your Retrospective Document, use the dropdown to select Project team.
In the Type column, select either Went well or Needs improvement according to the type of feedback you want to add.
In the Description column, add a description of the aspect that went well or needs improvement.
In the Evidence column, add the supporting evidence such as a quote from a customer or a data point from the survey.
Finally, in the Actions column, add the action or actions you would suggest the company or project team take to address each aspect you identify.
What to Include in Your Response
Be sure to include the following elements in your retrospective review:
Three items that went well, according to the customer survey
Three items that need improvement, according to the customer survey
Three items that went well, according to the retrospective review
Three items that need improvement, according to the retrospective review
Did you complete this activity?
- Yes
- No
28. What areas of the project went well, according to the customer survey results? Select all that apply.
- 12% of customers experienced technical issues with the tablets
- Customers found the checkout process quick, easy, and secure
- Customers enjoyed extended time at the tables
- 78% of the customers signed up for the newsletter on the tablets
29. What areas of the project improved during the test launch, according to the retrospective review?
- Table turn time stayed about the same
- 72% of customers reported that their orders were correct
- Tickets were easy to track and came through at a good pace
- Guests seemed to get the hang of the tablets
30. According to the retrospective review, what are two areas that need further improvement?
- New menu items
- Table turn time at both locations
- Graphic functionality of the tablets
- Order accuracy from the kitchen
Reflection: Encouraging participation
31. In the last activity, Activity: Complete a retrospective document, you reviewed a retrospective meeting transcript in which Peta led the team through a retrospective.
Part of a project manager’s job is to ensure that retrospectives run smoothly, with all attendees participating. In this quiz, you will identify how Peta addresses a lack of participation in a different version of the retrospective.
Peta: Hi everyone! Thanks so much for taking the time to debrief about the tablet test launch. We’re one step closer to the official launch! Before we begin our discussion, I just want to say that I want everyone to feel like they're in a safe space here. Please feel free to share whatever you need to in order to help us improve this process. Ok! Does anyone want to start with what they observed as a success and what they observed as an opportunity for improvement?
[long pause]
Alex: I think it went well.
Peta: Can you tell us a little bit about what you think went well?
Alex: Well, maybe someone else could go?
[long pause]
Peta: I could certainly go first. I think some of our successes were that we got all the tablets installed, working, and had a chance to test them out! And that, in general, everything went pretty well. The customers got the hang of the tablets, the tickets went through, and the payments worked for the most part. I know personally, though, that our table turn rate didn’t see much improvement, which was one of our goals. But we can certainly focus on that going forward and brainstorm ways to improve efficiency. Who wants to add anything?
[long pause]
Peta: Ok, if no one will jump in, why don’t we do this. Let’s go around and jot down some ideas on the whiteboard about what went well and what can be improved. Gilly, do you want to start?
Now that you’ve reviewed a different variation of the retrospective, you can identify ways that Peta can address a lack of participation.
Ready to get started?
I’m ready!
32. Describe one strategy Peta used to address a lack of participation during the retrospective and one other strategy Peta might have used. Write 1-2 sentences.
Establishing a safe environment for the team, modeling the kind of participation desired from the team, and eliciting responses to a group question are all strategies that can be used in meetings to address lack of participation.
Reflection: Encouraging accountability
33. In the last quiz, you reviewed how Peta addressed lack of participation in a retrospective meeting. In this quiz, you will identify the ways Peta encourages accountability in the retrospective.
Peta: In looking at the customer survey, it shows that we didn't hit our goal of decreasing table turn time. I'm sure we'll be able to speed that up as we go, but I'm curious if anyone has any thoughts as to why we're seeing guests spend the same amount of time at the table with the tablets as before we installed them.
Deanna: We might want to look at waitstaff training. The waitstaff might need to adjust how they go about their interactions, which could cut down on turnover.
Gilly: We might also want to look at kitchen speed.
Peta: Let’s look at everything that might contribute, including the kitchen turnaround. I think we all have to do our part to contribute to the goals. I did want to note that Alex, your location actually had a quicker turn time than Gilly's location by about fifteen minutes. Do you have any insights?
Alex: We just encouraged the waitstaff to speed up the visits. That was one of our objectives, and since the tablets sped up checkout, it was easy.
Peta: Gilly, what were you doing differently?
Gilly: I know my customers. I know they want to come to dinner and hang out and have a good time, so I instructed my staff to let them.
Peta: Gilly, I know that the team—including you and me—had discussed that one of the objectives we wanted to hit was speeding up table turn. We know that the tablets create efficiencies to do that, so we need your location to start focusing on that objective.
Gilly: I don't want to rush my customers through dinner.
Peta: I can understand that. But is that all customers? Maybe some customers do want a quick dining experience, while others want to hang out.
Gilly: Possibly. But I don't want the tablets to change the experience, which is why they come to Sauce & Spoon.
Peta: We do want to speed up the dining experience at your location, but we can talk more about ways to identify guests who might want to hang out a little longer and those who would like a more efficient dining experience. Maybe the majority would like a faster dinner, and we could help them get that experience. Would you take the initiative to have your waitstaff speed up dining time but also be sensitive to guests who might want to stay longer?
Gilly: Sure, we can chat more.
Ready to get started?
I’m ready.
2. Describe one strategy Peta uses to encourage accountability during the retrospective and one other strategy Peta might have used. Write 1-2 sentences.
Encouraging the team to think holistically about mistakes and challenges, identifying solutions for the future, and encouraging ownership are all strategies to encourage accountability during a retrospective.
Reflection: Addressing negativity
34. In the last quiz, you reviewed how Peta addressed accountability in a retrospective meeting. In this quiz, you will identify the ways Peta addresses negativity in the retrospective.
Alex: Are we going to talk about the fact that orders are still being made incorrectly in the kitchen? The customer survey shows that even with the tablets, the kitchen was still making the orders wrong.
Carter: I didn't see that in the survey.
Peta: I think that's a good point, Alex. Actually, Carter, the survey results show that 28% of the orders were incorrect. We had talked before about reducing food waste by reducing the number of dishes returned to the kitchen. Since the tablets eliminate any waitstaff error in ordering, I think we need to address this issue.
Carter: Like I've said before, it's not the kitchen, it's the generous send-back policy we have. We shouldn’t let people just sample dishes and send back whatever they don't like.
Alex: If we don't get this fixed, we won't have any customers to fix the tablets for.
Carter: We should change the policy. What they order, they get.
Alex: Obviously, you're not going to realize that it's really the kitchen staff getting things wrong.
Carter: I don't think it is.
Alex: There just doesn't seem to be any reasoning with you, even when we have the facts. I don’t know what else to do.
Peta: Hang on. I think we can agree that the goal for all of us is to have satisfied customers who have an enjoyable experience, right?
Alex: Right.
Carter: Yes.
Peta: Alex, I can understand your frustrations. Carter, would you commit to helping us find out exactly where the problem is?
Carter: It's not just me and the kitchen. Others should help out too.
Peta: We all will. Why don't we talk more about this later, and why don't we take a quick break.
Ready to get started?
I’m ready!
2. Describe one strategy Peta uses to address negativity during the retrospective and one other strategy Peta might have used. Write 1-2 sentences.
Asking team members to share their thoughts individually, calling a meeting break, and aiming to set a positive tone at the start of the meeting are all strategies to address negativity during a retrospective.