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Managing Project Quality
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Quality
• According to PMBOK, project quality is defined as “the degree to which a set of inherent characteristics fulfill requirements.”
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Importance of Quality
• Determined by industry or tolerance for error
• Critical: health or safety related
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Quality Within Project Management
• Required in all stages– Initiation and closure
• Goals and level of achievement (lessons learned)
– Planning• Determine ways to control quality
– Execution and control• Feedback mechanisms to monitor and adjust
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Quality
• Can Be Applied To:– The project team
• Sets performance expectations
– Processes• Identifies ways to control quality
– Success level• Allows team to determine the level of quality attainment
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Pioneers in Quality Management
• Deming– 14 points of quality
• Juran– Pareto Principle (80/20 rule)
• Ishikawa– Cause and effect diagram (Fishbone diagram)
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Balanced Scorecard
• Developed by Kaplan & Norton
• 4 views of organizational activity– Learning and Growth
– Business Process
– Customer
– Financial
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Quality Standards• ISO9000
– Quality management focus• Customer quality requirements
• Regulatory requirements
• Enhance customer satisfaction
• Continual improvement
– www.iso.org
• Six Sigma – To achieve Six Sigma, a process must not produce more
than 3.4 defects per million opportunities
– Champion, Master Black Belt, Black Belt, Green Belt proficiency designations
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Certificates/Awards• Baldridge National Quality Program
– Designed to encourage organizations increase their competitiveness by focusing on:
• Delivering ever improving value to customers
• Improving overall organizational performance
– http://www.quality.nist.gov/
• Total Quality Management (TQM)– A description of the culture, attitude, and organization of a
company that strives to provide customers with products and services that satisfy their needs
– Emphasizes processes being done right the first time and defects and waste eradicated from operations
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Quality
• Where do you focus?
• How do you measure?
• What is the return on investment?
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Quality Planning
• Quality planning– The process of identifying relevant quality standards and
developing a plan to ensure the project meets those standards
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Quality Planning – Inputs
• Enterprise factors – Government regulations
– Standards or rules specific to organization’s product or service
• Organizational process assets– Quality policies/procedures/guidelines
– Lessons learned
• Project scope statement
• Project management plan
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Quality Planning – Techniques• Cost/benefit analysis
– An evaluation of the costs and benefits of alternative approaches to a proposed activity to determine the best alternative
• Benchmarking– Study of a competitor’s product or business practices in
order to improve the performance of one’s own company
• Capability Maturity Model (CMM)– Used to determine an organization’s capability with respect
to best practices within a specific industry
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Capability Maturity Model
Quality Planning – Techniques (cont.)
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Quality Planning – Techniques (cont.)
• Design of experiments– Application of selected statistical techniques to test the
efficiency of certain project management approaches by testing factors that may influence a specific variable
• Cost of quality analysis (COQ)– Cost to improve or ensure quality measures, as well as the
cost associated with a lack of quality
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Design of Experiments
• What is the research question?• Characteristics that are not part of the study still need
to meet requirements.• Make sure experimental measurement is reliable (and
valid).• Use statistics and principles up front.• Be aware of known and unknown issues/problems.• Be aware of what goes on during testing.• Analyze results…statistically and graphically.
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Types of Quality Costs
Types of Cost Examples
Cost of conformance
Prevention costs Costs of training staff in design methodologies
Appraisal costs Code inspection and testing
Cost of non-conformance
Internal failure costs Costs of rework in programming
External failure costs Costs of support and maintenance
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Reducing Quality Costs
• Avoiding any failure costs by driving defects to zero
• Investing in prevention activities to improve quality
• Reducing appraisal costs as quality improves
• Continuously evaluating and altering preventive efforts for more improvement
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Quality Planning – Outputs• Quality management plan
– A plan specifying how quality measures will be implemented during a project
• Quality metrics– Operational definitions of specific, processes, events, or
products, as well as an explanation of how they will be measured in terms of quality
• Quality checklists– Tools used to ensure that a specific set of actions has been
correctly performed
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Quality Planning – Outputs (cont.)
• Process improvement plan– A plan specifying how to identify wasteful and non-value
added activities
• Quality baseline– The basis for which project quality is measured and
reported
• Updates to project management plan– Incorporation of quality management plan outputs into
project management plan
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Quality Assurance
• The process of ensuring that the project meets the quality standards outlined during the quality planning phase
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Quality Assurance – Inputs
• Quality management plan
• Quality metrics
• Process improvement plans
• Work performance information
• Approved change requests
• Quality control measures
• Implemented – change requests
– corrective actions
– defect repairs
– preventive actions
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Quality Assurance – Tools & Techniques
• Quality planning tools and techniques can be applied
• Quality audits– Structured and independent review activities designed to
review other quality management procedures and to identify potential lessons learned
• Process analysis– Examines how a process is performed
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Quality Assurance – Outputs
• Requested changes
• Recommended corrective actions
• Updates to organizational process assets
• Updates to the project management plan
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Quality Control
• The monitoring of project activities in order to determine if specified quality standards are being met
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Quality Control – Inputs
• Quality management plan
• Quality metrics
• Quality checklists
• Organizational process assets
• Work performance information
• Approved change requests
• Deliverables
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Work Performance Information
• Status summaries of:– Project deliverables
– Any collected performance measures
– Implemented changes from the original project management plan
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Quality Control – Tools & Techniques
• Cause and effect diagrams (Ishikawa)
• Control charts
• Pareto charts
• Flowcharts
• Histogram
• Run chart
• Scatter diagram
• Statistical sampling
• Inspection review
• Defect repair review
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Ishikawa (fishbone) Diagram Sample
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Control Chart Sample
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Pareto Chart
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Quality Control – Outputs• Quality control measurements
• Validated defect repair
• Updates to the quality baseline
• Recommended correction actions
• Recommended preventative actions
• Requested changes
• Recommended defect repair
• Updates to organizational process assets
• Validated deliverables
• Updates to project management plan
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Questions?