Page 466 - The Handbook for Quality Management a Complete Guide to Operational Excellence

452 A p p e n d i x D S i m u l a t e d C e r t i f i c a t i o n E x a m Q u e s t i o n s 453

199. Jim is assembling a team to improve quality of a process with two
stakeholder groups that have a history of fixing blame on one another.
Jim would like to avoid getting “stuck in the middle” of these two
factions. Jim can reduce the likelihood of this by:
a. asking only one group (the one providing the most value to the
team) to be part of the team on a full-time basis, with the other
group represented only as needed for input.
b. asking the sponsor, who oversees both groups, to attend meetings
so that she can settle the disagreements.
c. discussing team ground rules at the first team meeting, and firmly
enforcing these rules throughout. These ground rules would
include respectful communication between team members and
decisions on basis of data (rather than opinion).
d. asking the two groups to each recommend someone who can co-
lead the team.
200. Project charters help to prevent the occurrence of which of the
following reducers to stakeholder buy-in?
a. Unclear goals
b. No accountability
c. Insufficient resources
d. All of the above

21_Pyzdek_AppD_Ch21_p413-454.indd 453 11/9/12 5:33 PM