chapter 8 project quality management

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Chapter 8 Project Quality Management. Project Quality Management Contents. The topics covered in this chapter are: Define Quality Management Quality Management processes Quality Management terms and definitions. Project Quality Management Learning Objectives. - PowerPoint PPT Presentation

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Page 1: Chapter 8  Project Quality 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 Professionalswww.Inov8Solutions.com

8-1

Chapter 8 Project Quality Management

Page 2: Chapter 8  Project Quality Management

Project Quality ManagementContents

The topics covered in this chapter are:

• Define Quality Management• Quality Management processes• Quality Management terms and

definitions

PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc

Inov8Solutions Inc – Quality Educational Services For Professionalswww.Inov8Solutions.com

8-2

Page 3: Chapter 8  Project Quality Management

Project Quality ManagementLearning 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

PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc

Inov8Solutions Inc – Quality Educational Services For Professionalswww.Inov8Solutions.com

8-3

Page 4: Chapter 8  Project Quality Management

Project Quality Management Definition

Project Quality Management• Processes• ActivitiesThat determine• Quality policies• Objectives• ResponsibilitiesSo the project will • Satisfy the needs for which it was undertaken

PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc

Inov8Solutions Inc – Quality Educational Services For Professionalswww.Inov8Solutions.com

8-4

Page 5: Chapter 8  Project Quality Management

Review Quiz

Quality can be defined asA. Making sure the customer gets more than

what they ask forB. The degree to which the project meets

requirementsC. Keeping the company culture in mindD. To complete the project on time

PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc

Inov8Solutions Inc – Quality Educational Services For Professionalswww.Inov8Solutions.com

6-5

Page 6: Chapter 8  Project Quality Management

Review Quiz

Quality is ultimately the responsibility ofA. The Executive SponsorsB. The Quality ManagerC. The Project ManagerD. The team members

PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc

Inov8Solutions Inc – Quality Educational Services For Professionalswww.Inov8Solutions.com

6-6

Page 7: Chapter 8  Project Quality 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 Professionalswww.Inov8Solutions.com

8-7

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

Page 8: Chapter 8  Project Quality Management

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

PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc

Inov8Solutions Inc – Quality Educational Services For Professionalswww.Inov8Solutions.com

8-8

Page 9: Chapter 8  Project Quality 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 Professionalswww.Inov8Solutions.com

8-9

Defect Free Choices

• Path A• Build, Inspect, Fix,

Inspect, Fix again, Inspect again, Fix one last time and Deliver

• Quality is expensive and unreliable

• Kamran Note: Please animate this slide.

• Path B• Define, Measure,

Analyze, Improve and Control

• Quality is less expensive and more dependable

Which is the right Path ? Obviously Path B

Page 10: Chapter 8  Project Quality Management

Quality Management

Facts and Terms

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8-10

Page 11: Chapter 8  Project Quality 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 Professionalswww.Inov8Solutions.com

8-11

Errors & Rework• Overworking project team

• Employee Attrition• Errors• Rework

• Rushing quality inspections • Errors

Page 12: Chapter 8  Project Quality Management

PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc

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8-12

Quality Vs. GradeQuality 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.

Page 13: Chapter 8  Project Quality Management

PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc

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8-13

Precision Vs. AccuracyPrecision 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

Page 14: Chapter 8  Project Quality Management

PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc

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8-14

Quality Management TermsCustomer 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

Page 15: Chapter 8  Project Quality Management

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8-15

Gold Plating

Giving the customer extras• Functionality• Quality• Scope• Performance

Page 16: Chapter 8  Project Quality Management

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8-16

KaizenKaizen 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.

Page 17: Chapter 8  Project Quality Management

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

Page 18: Chapter 8  Project Quality Management

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

Page 19: Chapter 8  Project Quality Management

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8-19

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.

Page 20: Chapter 8  Project Quality Management

Quality Management

End of Facts and Terms

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8-20

Page 21: Chapter 8  Project Quality Management

Project Quality ManagementProcesses

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8-21

Process Process GroupPlan Quality Management Planning

Performa Quality Assurance Executing

Control Quality Monitoring and Controlling

Note to Kamran: Please add animation so that each row is highlighted as it’s mentioned in the narration.

Page 22: Chapter 8  Project Quality Management

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8-22

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.

Page 23: Chapter 8  Project Quality Management

Review Quiz

Which of the following is not one of the Quality Management processes?

A. Review Quality PlanningB. Plan Quality ManagementC. Performed Quality AssuranceD. Control Quality

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6-23

Page 24: Chapter 8  Project Quality Management

PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc

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8-24

Plan Quality ManagementPlan Quality Management process• Identifying

• Quality requirements• Standards

• Documenting• How the project will demonstrate compliance

Kamran note: Animate no-surprises via some graphicdisplay following when the narrator says “Here is the full definition again.”Plan Quality DefinitionProcess of identifying quality requirements and/or standards for the project and product, and documenting how the project will demonstrate compliance.

Page 25: Chapter 8  Project Quality Management

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8-25

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

Page 26: Chapter 8  Project Quality Management

PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc

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7-26

Plan Quality ManagementInputs and Outputs

Kamran note: Please take text fromattached graphic and animate in anExercise format, where we let studentsDrag and drop input/output in correctboxes

Let’s discuss this on our next call

Page 27: Chapter 8  Project Quality Management

PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc

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8-27

Plan Quality ManagementTools And Techniques

• Cost Benefit Analysis• Cost of Quality (COQ)• Control Charts

• Kamran note: please copy graphic sighting source as wikipedia

Page 28: Chapter 8  Project Quality Management

Tools and TechniquesContinued

• Benchmarking• Design of Experiments (DOE)• Statistical Sampling• Flowcharting• Quality Management Methodologies

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8-28

Page 29: Chapter 8  Project Quality Management

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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8-29

Page 30: Chapter 8  Project Quality Management

PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc

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8-30

Perform Quality AssuranceDefinition• 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

Page 31: Chapter 8  Project Quality Management

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7-31

Perform Quality AssuranceInputs and Outputs

Kamran note: Please take text fromattached graphic and animate in anExercise format, where we let studentsDrag and drop input/output in correctboxes

Let’s discuss this on our next call

Page 32: Chapter 8  Project Quality Management

Perform Quality AssuranceTools and Techniques

• Quality Audits• Process Analysis• Plan Quality tools and techniques• Perform Quality Control tools and

techniques

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8-32

Page 33: Chapter 8  Project Quality Management

Perform Quality AssuranceTools 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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8-33

Page 34: Chapter 8  Project Quality Management

Perform Quality AssuranceTools 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

PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc

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8-34

Page 35: Chapter 8  Project Quality Management

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8-35

Control QualityDefinition

Purpose of Control Quality Process

• Monitoring• results of executing the quality activities

• Recording • results of executing the quality activities

• Purpose• Assess performance• Recommend changes

Page 36: Chapter 8  Project Quality Management

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8-36

Control QualityConsiderations

• 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

Page 37: Chapter 8  Project Quality Management

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7-37

Control QualityInputs and Outputs

Kamran note: Please take text fromattached graphic and animate in anExercise format, where we let studentsDrag and drop input/output in correctboxes

Let’s discuss this on our next call

Page 38: Chapter 8  Project Quality Management

Quality Control Terms

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8-38

Page 39: Chapter 8  Project Quality Management

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8-39

Prevention Vs. Inspection

• Prevention• Keeping errors out of the process

• Inspection• Keeping errors out of the hands of the

customer

Page 40: Chapter 8  Project Quality Management

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8-40

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

Page 41: Chapter 8  Project Quality Management

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8-41

Tolerance Vs. Control Limits

• Tolerances• specified range of acceptable results

• Control limits• thresholds, which can indicate whether

process is out of control

Page 42: Chapter 8  Project Quality Management

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8-42

Mutually ExclusiveEvents that cannot occur in a single instance

E.g. flipping a coin once can result either in a head or a tail

Page 43: Chapter 8  Project Quality Management

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8-43

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.

Page 44: Chapter 8  Project Quality Management

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8-44

Normal DistributionMost common probability density distribution chart that is in the shape of a bell curve and is used to measure variations

Page 45: Chapter 8  Project Quality Management

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8-45

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

Page 46: Chapter 8  Project Quality Management

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8-46

Quality Control Tools

Cause and effect Diagram • Ishikawa• Fishbone diagram

Kamran, this diagram was taken from wikipedia, please mention source

Page 47: Chapter 8  Project Quality Management

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8-47

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

Page 48: Chapter 8  Project Quality Management

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8-48

Quality Control Tools

• Flowchart (used in both Plan Quality Management/Control Quality process)

• Histogram• Pareto Chart• Run Chart• Scatter Diagram• Control ChartKamran note: please show basic example diagrams

Page 49: Chapter 8  Project Quality Management

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8-49

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 firstVilfredo 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

Page 51: Chapter 8  Project Quality Management

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8-51

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

Page 52: Chapter 8  Project Quality Management

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8-52

Control Charts

• Graphic displays of results over time• Determines if process is in control• Samples taken, variables measured and attributes found

Page 53: Chapter 8  Project Quality Management

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8-53

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

Page 54: Chapter 8  Project Quality Management

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8-54

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

Page 55: Chapter 8  Project Quality Management

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8-55

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

Page 56: Chapter 8  Project Quality Management

Control Chart Example

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8-56

Identify• Upper control limit• Lower control limit• Mean• Rule of seven

Page 57: Chapter 8  Project Quality Management

Control Chart Answers

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8-57

Kamran note, please animate by showing arrows and bubbles to show answers

Page 58: Chapter 8  Project Quality Management

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

Page 59: Chapter 8  Project Quality Management

Chapter Summary3. Project Quality Management processes

• Plan Quality Management• Cost Benefit Analysis, benchmarking, Design of

Experiments, statistical sampling, flowcharting

• Perform Quality Assurance• Quality Audits, Process Analysis

• Control Quality• Ishikawa, Histograms, Pareto chart, run chart, scatter

diagram, control charts

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End of Chapter Quiz

Question 1: A fishbone diagram is also known as:

A. Tailbone diagramB. Ishikawa diagramC. Results diagramD. Pareto diagram

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End of Chapter Quiz

Question 2: Who is responsible for ensuring quality on the project?

A. CustomerB. Project ManagerC. Chief Executive OfficerD. Project Sponsor

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End of Chapter Quiz

Question 3: A Pareto diagram is a type of:

A. Scatter plotB. Ishikawa diagramC. HistogramD. Planning tool

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End of Chapter Quiz

Question 4: The Quality Management process that is part of the Executing process group is:

A. Plan Quality ManagementB. Ensure Quality C. Control QualityD. Perform Quality Assurance

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End of Chapter QuizQuestion 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 ManagementB. Cost of QualityC. Gold platingD. Successful project management

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