Chapter 8
Project Quality Management
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8-1
Project Quality Management
Contents
The topics covered in this chapter are:
• Define Quality Management
• Quality Management processes
• Quality Management terms and
definitions
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8-2
Project Quality Management
Learning Objectives
By the end of this chapter, you should be able to:
• Explain the purpose and importance of Quality
Management
• Explain Project Quality Management Facts &
Terms
• Name the Project Quality Management
Processes
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8-3
Project Quality Management
Definition
Project Quality Management
•
Processes
•
Activities
That determine
•
Quality policies
•
Objectives
•
Responsibilities
So the project will
• Satisfy the needs for which it was undertaken
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8-4
Review Quiz
Quality can be defined as
A. Making sure the customer gets more than
what they ask for
B. The degree to which the project meets
requirements
C. Keeping the company culture in mind
D. To complete the project on time
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Review Quiz
Quality is ultimately the responsibility of
A. The Executive Sponsors
B. The Quality Manager
C. The Project Manager
D. The team members
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Marginal Analysis
• To produce high quality (defect free) products and
services is…
– more expensive
– less expensive
Kamran note: introduce a pause after asking “Is it MORE or LESS…?”
Marginal Analysis - Discover point where
• Benefit equals cost
• Stop improving quality beyond this point
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8-7
What is Quality?
Take a moment to give this some thought,
how do you define quality?
Kamran note: Put a pause here, let the student click continue button
before showing the next bullet
Quality is the degree to which a set of
inherent characteristics fulfills
requirements.
Kamran note: Animate Gold Plating and Not acceptable (as text or
graphics) when narrator mentions these words
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8-8
Defect Free Choices
• Path A
• Build, Inspect, Fix,
Inspect, Fix again,
Inspect again, Fix one
last time and Deliver
• Quality is expensive
and unreliable
• Path B
• Define, Measure,
Analyze, Improve and
Control
• Quality is less
expensive and more
dependable
• Kamran Note: Please animate
this slide.
Which is the right Path ?
Obviously Path B
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8-9
Quality Management
Facts and Terms
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8-10
Errors & Rework
• Overworking project team
• Employee Attrition
• Errors
• Rework
• Rushing quality inspections
• Errors
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8-11
Quality Vs. Grade
Quality is the degree to which a set of inherent characteristics fulfill
requirements
Grade is a category or rank used to distinguish items that have the
same functional use, but do not share the same requirements for
quality.
For example: different hammers may need to withstand different amounts of force
Low Quality level not meeting quality requirements is always a problem,
but low Grade is not a problem
E.g., Tires manufactured for speed racing are of higher Grade when compared to
normal driving tires.
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8-12
Precision Vs. Accuracy
Precision means values of repeated measurements are clustered ;
have little scatter
Accuracy means that measured value is very close to the true value
Precise measurements are not necessarily accurate and Accurate
measurements are not necessarily precise
Kamran note: Please use similar image, above images were googled for your reference.
Picture 2 is an example of precise, picture 3 an example of accurate. Can also use a
bulls eye image(picture 4) to show accuracy
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8-13
Quality Management Terms
Customer Satisfaction
• Conformance to requirements
• Project produces intended product
• Fitness for use
• Product or service must satisfy real needs
Prevention Vs. Inspection
• Cost of preventing mistakes is much less than cost
of correcting them when they are found by
inspection
• Quality must be planned in, not inspected in
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8-14
Gold Plating
Giving the customer extras
• Functionality
• Quality
• Scope
• Performance
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8-15
Kaizen
Kaizen or Continuous Improvement
• Synonymous terms
• Kaizen
•
•
Kai = Change
Zen = Good or Make better
• To continuously improve upon
• Three step process
•
•
•
•
Identify ways to make improvements
Implement changes
Measure impact of changes
Toyota Production System (TPS)
•
•
•
Muri = Overburden
Mura = Unevenness
Muda = Wasteful
Kamran Note: animate graphic so parts appear gradually (and perhaps
disappear/fade out). See if you can find graphics for muri, mura and moda.
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8-16
Just In Time
Just in time (JIT)
• Decrease of inventory
• Decrease in investment in inventory
• Forces attention to quality
• Narration note: JIT is pronounced as a
word jit, do not spell letters Jay, eye, tee
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8-17
Cost of Quality (COQ)
Method of determining the cost incurred to ensure quality,
includes cost of
•
•
Conformance
•
Prevention and appraisal costs
•
Quality planning
•
Quality control
•
Quality assurance
Non-conformance
•
Failure costs
•
Rework – products, components or processes
•
Warranty work and waste
•
Reputation
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8-18
Total Quality Management (TQM)
Key words
• Continuously improve
• Quality of products
• Business practices
• At every level of the organization
The entire organization has responsibilities relating
to quality.
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8-19
Quality Management
End of
Facts and Terms
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8-20
Project Quality Management
Processes
Process
Process Group
Plan Quality Management
Planning
Performa Quality Assurance
Executing
Control Quality
Monitoring and Controlling
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Project Quality Management
Processes
As mentioned in previous slide, Project Quality Management includes below processes:
• Plan Quality Management Process
•
The process of identifying quality requirements and/or standards for the project
and product, and documenting how the project will demonstrate compliance
• Perform Quality Assurance Process
•
The process of auditing the quality requirements and the results from quality
control measurements to ensure appropriate quality standards and operational
definitions are used
• Control Quality Process
•
The process of monitoring and recording results of executing the quality activities
to assess performance and recommend necessary changes
Kamran note: display main headings without definitions. Definitions to
be displayed when narration discusses them.
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8-22
Review Quiz
Which of the following is not one of the
Quality Management processes?
A. Review Quality Planning
B. Plan Quality Management
C. Performed Quality Assurance
D. Control Quality
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Plan Quality Management
Plan Quality Management process
• Identifying
•
•
Quality requirements
Standards
• Documenting
•
How the project will demonstrate compliance
Kamran note: Animate no-surprises via some graphic
display following when the narrator says “Here is the full definition
again.”
Plan Quality Definition
Process of identifying quality requirements and/or standards for the
project and product, and documenting how the project will
demonstrate compliance.
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8-24
Plan Quality Management
Considerations
• Performed in parallel with other planning processes
• Project Manager is responsible for the quality of the product or the
Project
• Senior Management has the ultimate responsibility for quality in the
organization as a whole
• Impact of poor quality results in:
–
–
–
–
Lower customer satisfaction
Increased cost of the product
Increased risk
Low Morale
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8-25
Plan Quality Management
Inputs and Outputs
Kamran note: Please take text from
attached graphic and animate in an
Exercise format, where we let students
Drag and drop input/output in correct
boxes
Let’s discuss this on our next call
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Plan Quality Management
Tools And Techniques
• Cost Benefit Analysis
• Cost of Quality (COQ)
• Control Charts
• Kamran note: please copy graphic sighting source as
wikipedia
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8-27
Tools and Techniques
Continued
•
•
•
•
•
Benchmarking
Design of Experiments (DOE)
Statistical Sampling
Flowcharting
Quality Management Methodologies
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8-28
Additional Quality Planning
Tools
Some additional tools you might consider for
your projects
•Brainstorming
•Affinity diagrams
•Force field analysis
•Nominal group techniques
•Matrix diagrams
•Prioritization matrices
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Perform Quality Assurance
Definition
• Auditing Quality requirements
• Auditing results from Quality Control Measurements
• Ensures proper use of
• appropriate quality standards
• operational definitions
Key points
• Quality Assurance group
• Continuous process improvement
• Eliminates activities that do not add value
• Increase process efficiency
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8-30
Perform Quality Assurance
Inputs and Outputs
Kamran note: Please take text from
attached graphic and animate in an
Exercise format, where we let students
Drag and drop input/output in correct
boxes
Let’s discuss this on our next call
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Perform Quality Assurance
Tools and Techniques
•
•
•
•
Quality Audits
Process Analysis
Plan Quality tools and techniques
Perform Quality Control tools and
techniques
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8-32
Perform Quality Assurance
Tools and Techniques
Plan Quality tools and techniques
• In Plan Quality Management used to
• Determine requirements, procedures and
standards
• In Perform Quality Assurance used to
• Help assess whether the practices and
procedures are being followed as planned
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Perform Quality Assurance
Tools and Techniques
Control Quality tools and techniques
• In Control Quality used
• To measure the deliverables according to the
plan quality document
• In Perform Quality Assurance used
• To decide if the measurements meet the
planned requirements and standards
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8-34
Control Quality
Definition
Purpose of Control Quality Process
• Monitoring
• results of executing the quality activities
• Recording
• results of executing the quality activities
• Purpose
• Assess performance
• Recommend changes
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8-35
Control Quality
Considerations
•
•
•
•
•
Performed throughout the life of the project
Mainly during Monitoring and Controlling
Standards include project processes and product goals
Checks deliverables and results
Identifies causes of poor process or product quality and
recommends action to eliminate them
• Deals with Statistical activities like Sampling and Probability to
evaluate quality control outputs
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Control Quality
Inputs and Outputs
Kamran note: Please take text from
attached graphic and animate in an
Exercise format, where we let students
Drag and drop input/output in correct
boxes
Let’s discuss this on our next call
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Quality Control Terms
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Prevention Vs. Inspection
• Prevention
• Keeping errors out of the process
• Inspection
• Keeping errors out of the hands of the
customer
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8-39
Attribute Vs. Variable Sampling
• Attribute Sampling
• Also called Discrete
• result either confirms or does not confirm
• Variable Sampling
• Also called continuous
• result is rated on a continuous scale that
measures degree of conformity
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8-40
Tolerance Vs. Control Limits
• Tolerances
• specified range of acceptable results
• Control limits
• thresholds, which can indicate whether
process is out of control
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Mutually Exclusive
Events that cannot occur in a single
instance
E.g. flipping a coin once can result either
in a head or a tail
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8-42
Probability
Likelihood of something to happen.
Expressed as a percentage.
Kamran Note: see if you can put some graphics here, have a red and a
blue ball each labeled 45% and 55% respectively.
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8-43
Normal Distribution
Most common probability density distribution chart that is in the
shape of a bell curve and is used to measure variations
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Standard Deviation
• Standard Deviation
– It is a measure of how far the values
are from the mean
• 3 or 6 sigma
– Represents the level of quality that a company aims to achieve
– 6 Sigma is near elimination of defects from the process
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8-45
Quality Control Tools
Cause and effect Diagram
• Ishikawa
• Fishbone diagram
Kamran, this diagram was taken from wikipedia,
please mention source
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Fishbone Diagram
• Fishbone Diagram
– Diagram illustrates how various causes and sub
causes relate to create potential problems
– Creative way to look at the causes of a problem
– Helps stimulate thinking, organizes thoughts and
generates discussion
– Can be used to explore the factors that will results in
a desired future outcome
– Identifies the main categories of causes
– Identifies causes influencing the fact by category
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Quality Control Tools
• Flowchart (used in both Plan Quality
Management/Control Quality process)
• Histogram
• Pareto Chart
• Run Chart
• Scatter Diagram
• Control Chart
Kamran note: please show basic example diagrams
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Pareto Chart
• Type of histogram
–
–
–
–
–
Information in priority order
Focus attention on most critical issues
Prioritizes potential causes of the problems
Separates the critical few from the uncritical many
Problems causing the greatest number of defects are
to be fixed first
Vilfredo Pareto developed the 80/20 principle, adapted
by Joseph Juran who stated that 80% of the problems
are due to 20% of the causes
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8-50
Quality Control Techniques
• Checklist
– Contains a list of items to inspect or a picture of the
item to be inspected with space to note any defects
found
• Statistical sampling
– Inspection of sample of a population
– Analysis of sample of a population has the following
advantages
•
•
•
•
Inspection is quicker
Cost is less
Be constructive
When a general opinion that there are not many defects
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Control Charts
• Graphic displays of results over time
• Determines if process is in control
• Samples taken, variables measured and attributes found
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8-52
Control Chart Terminology
– Upper and Lower Control Limits
• Acceptable range of variation of a process
• shows as two dashed lines on a control chart
– Mean
• Line in the middle of the control chart
• shows middle of the range of acceptable variation of the
processes
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8-53
Control Chart Terminology Continued
– Specification Limits
• Customers expectations or contractual requirements for
performance and quality
• Can appear either inside or outside of the control limits
• Are not calculated based on the control limits but are inputs from
the customer
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8-54
Control Chart Analysis
• Out of Control
– Process is out of state of statistical control under
either of two circumstances
• A data point falls outside of the upper or lower control limit or
• Non-random data points that are still within the upper or
lower control limits, such as rule of seven
• Rule of Seven
– Rule of thumb or heuristic
– Refers to non-random data points grouped together in
a series that total seven on one side of mean
• Assignable Cause
– Data point or rule of seven that requires investigation
to determine the cause of variation
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8-55
Control Chart Example
Identify
•
Upper control limit
•
Lower control limit
•
Mean
•
Rule of seven
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Control Chart Answers
Kamran note, please animate by showing arrows and
bubbles to show answers
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Chapter Summary
1. Project Quality Management Definitions
• Marginal analysis, quality vs. grade, precision vs. accuracy, gold
plating
2. Project Quality Management Facts and Terms
• Kaizen, JIT, Cost of Quality, Total Quality Management
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8-58
Chapter Summary
3. Project Quality Management processes
• Plan Quality Management
•
•
Perform Quality Assurance
•
•
Cost Benefit Analysis, benchmarking, Design of
Experiments, statistical sampling, flowcharting
Quality Audits, Process Analysis
Control Quality
•
Ishikawa, Histograms, Pareto chart, run chart, scatter
diagram, control charts
PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK are registered marks of Project
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End of Chapter Quiz
Question 1: A fishbone diagram is also
known as:
A. Tailbone diagram
B. Ishikawa diagram
C. Results diagram
D. Pareto diagram
PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK are registered marks of Project
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End of Chapter Quiz
Question 2: Who is responsible for ensuring
quality on the project?
A. Customer
B. Project Manager
C. Chief Executive Officer
D. Project Sponsor
PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK are registered marks of Project
Management Institute, Inc
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End of Chapter Quiz
Question 3: A Pareto diagram is a type of:
A. Scatter plot
B. Ishikawa diagram
C. Histogram
D. Planning tool
PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK are registered marks of Project
Management Institute, Inc
Inov8Solutions Inc – Quality Educational Services For Professionals
www.Inov8Solutions.com
End of Chapter Quiz
Question 4: The Quality Management
process that is part of the Executing
process group is:
A. Plan Quality Management
B. Ensure Quality
C. Control Quality
D. Perform Quality Assurance
PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK are registered marks of Project
Management Institute, Inc
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www.Inov8Solutions.com
End of Chapter Quiz
Question 5: The customer discovered quality issues in the
online application developed by the project team. In
order to please the customer, the project manager
suggests adding extra features to the application. This is
an example of:
A. Total Quality Management
B. Cost of Quality
C. Gold plating
D. Successful project management
PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK are registered marks of Project
Management Institute, Inc
Inov8Solutions Inc – Quality Educational Services For Professionals
www.Inov8Solutions.com