A program manager is overseeing multiple projects within a program and needs to identify the most common defects in deliverables to prioritize improvement efforts. Which quality management tool should the manager use?
Benchmarking
Flowcharts
Control charts
Pareto analysis
Pareto analysis (follows 80/20 rule) is the correct tool as it helps identify the most significant factors contributing to defects, allowing the manager to prioritize improvements effectively.
Control charts are used for monitoring process stability, flowcharts for mapping processes, and benchmarking for comparing performance against standards, none of which specifically focus on identifying and prioritizing defects.
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