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INTRODUCTION TO

QUALITY MANAGEMENT

Project Quality Management

A little boy went into a store, reached for a soda carton and pulled it over to the telephone. He climbed onto the carton so that he could reach the buttons on the phone and proceeded to punch in seven digits. The store owner observed and listened to the conversation.

The boy asked, "Maam, Can you give me the job of cutting your lawn?" The woman replied, "I already have someone to cut my lawn."

" I will cut your lawn for half the price of the person who cuts your lawn now." replied the boy. The woman responded that she was very satisfied with the person who was presently cutting her lawn .

The little boy was even more perseverant and said, "I'll even sweep your curb and your sidewalk, so on Sunday you will have the prettiest lawn in all of Palm beach, Florida." Again the woman answered in the negative.

With a smile on his face, the little boy replaced the receiver.

The store owner, who was listening to this conversation, walked over to the boy and said, "Son I like your attitude; I like that positive spirit and would like to offer you a job."

The little boy replied, "No thanks, I was just checking my performance on the job I already have. I am the one who is working for the lady I was talking to!"

• WHAT IS MEANT BY QUALITY?"Quality is the ability of a product or service to

consistently meet customer expectations" "Conformance to requirements" "Fitness for use" "Value to some person"

•DIFFERENCE Between QUALITY & GRADE ?

QUALITY MANAGEMENT

Quality is fulfilling the customer requirements and grade is the facilities or features in the product.

"You can choose a low grade "You can choose a low grade product butproduct but not the low quality product" not the low quality product"

• DIFFERENCE Between PRECISION &

ACCURACY?MANAGEMENT RESPONSIBILITY

• CUSTOMER SATISFACTION WITH NO GOLD PLATING

• PREVENTION OVER INSPECTION• CONTUNOUS IMPROVEMENT• MANAGEMENT RESPONSIBILITY• COST OF QUALITY (next screen)• COST OF POOR QUALITY/ NON-

CONFORMANCE

QUALITY MANAGEMENT

Failure Costs: Costs incurred by defective parts/products

or faulty services.Internal Failure Costs: Costs incurred to fix problems that are detected before the product/ service is delivered to the customer.External Failure Costs: All costs incurred to fix problems that are detected after the product/service is delivered to the customer.

Appraisal Costs: Costs of activities designed to ensure quality

or uncover defects.Prevention Costs: All training, planning, customer

assessment,process control, and quality improvement costs to

preventdefects from occurring.

COST OF QUALITY/ POOR QUALITY

• Loss of business• Liabilities & re-working• Low productivity• Increased inspections• Cost overruns• Disturbed cash flows• Bad market reputation• Disagreements over product

acceptances

CONSEQUENCES OF POOR QUALITY

WHAT IS QUALITY MANAGEMENT?

QUALITY MANAGEMENT

Quality Management includes the processes required to ensure that project will satisfy the needs for which it was undertaken.

Project Quality Management must address both; the management and the product of the project.

Failure to either of the dimension can have serious negative consequences for the project stakeholders.

There are three (03) processes in this domain:

1. Plan Quality Management

2. Perform Quality Assurance

3. Control Quality

QUALITY MANAGEMENT

1. PLAN QUALITY Management

Scope Baseline

Cost-Benefit AnalysisCost of Quality (Conf. / Non-

conf.)Control ChartsBenchmarkingDesign of ExperimentsStatistical SamplingFlowchartingProprietary QM MethodologiesAdditional QM ToolsMeetings

QUALITY MANAGEMENT

Cost-Benefit Analysis comparing cost of quality and the expected benefit.Includes less reworks, higher productivity, Lower cost & > S.H. satisfaction

Cost of Quality includes all costs incurred over the project life to prevent non-conformance to requirements (Seven Basic Quality Tools)

Control Charts are used to determine process stability and predictable performance.

Benchmarking is comparing your planned practices to those of comparable projects.

Design of Experiment Statistical Method should be used during the plan quality process to determine the number and types of tests and their impact on cost of quality.

Statistical Sampling is choosing part of population for inspection

Flowcharting is graphical relationship of processes in an activity.

Proprietary QM Methodologies include renowned tools like Six Sigma, ISOs etc.

Additional Quality Planning Tools include brainstorming, matrix diagrams and affinity diagrams etc.

Tools & Techniques:PLAN QUALITY

QUALITY MANAGEMENT PLAN

What are the standards that apply on the project

Who would be involved in managing quality, when and what duties

Review of earlier decisions to ensure that they are correct

Quality meetings to be held and when Reports that will address quality What metrics would be used to measure

quality What parts of the project or deliverables

would be measured and when

Comparison of Cost of conformance & non-conformance

1. Part of Quality management

focused on providing confidence

that quality requirements will be

fulfilled

2. QA is process oriented

3. QA interprets and strives to

achieve customer requirements

and project specifications4. Audits

QUALITY MANAGEMENTDifference Between QUALITY ASSURANCE AND QUALITY

CONTROL

1. Part of Quality management

focused on fulfilling quality

requirements

2. QC is product oriented

3. QC helps QA to validate the

customer requirements and

project specifications4. Inspections

QA QC

QUALITY MANAGEMENT

2. PERFORM QUALITY ASSURANCE

Project Management Plan

Process Improvement Plan

Learning Curve, F. Taylor (m.c)

Plan Quality and Perform Quality

Control Tools and Technology

Quality Audits: structured, independent process to determine if activities comply with policies and standards

Process Analysis

Plan Quality & Quality Control As stated before in Plan Quality and would come in Quality Control later.

Quality Audits are structured and independent review to determine whether project activities comply with the ones spelt out in QMP and project policies & processes.

Process Analysis is carried out to identify the effectiveness of process and suggest improvement, if required.

Tools & Techniques:

PERFORM QUALITY ASSURANCE

QUALITY MANAGEMENT

3. PERFORM QUALITY CONTROL

Project Management PlanQuality MetricsQuality ChecklistsWork Performance

measurementsApproved Change

RequestsDeliverables

Cause and Effect DiagramControl ChartsFlowchartingHistogramPareto ChartRun ChartScatter DiagramStatistical SamplingInspectionApproved Change Requestreview

Verified Deliverables

Cause & Effect Diagram Also known as Ishikawa and fishbone diagram. Stated before in Plan Quality and would come in Quality Control later.

Control Charts are used to observe process behavior over a period of time and assess that when it is required to be adjusted or replaced.

Flowcharting is used to identify the need for potential process improvement opportunities.

Histogram is a vertical bar chart showing how often a particular variable state occurred.

Pareto Chart is also vertical bar chart that is ordered by the frequency of occurrences. It helps in finding the causes resulting into greatest number of defects.

Tools & Techniques:

Continued….

PERFORM QUALITY CONTROL

Run Chart is a sort of control chart but without boundaries. It shows the history and pattern of a variation.

Scatter Diagram shows the relationship between two variables.

Statistical Sampling Taking samples to test and observe non conformance.

Inspection is examination of product to determine its conformance. It can be done at any time and are also used to verify defect repairs. Also known as review, peer review, audit or walkthroughs.

Approved Change Request Review All approved change requests should be reviewed to verify that they were implemented as approved.

Tools & Techniques:

PERFORM QUALITY CONTROL

QUALITY MANAGEMENTQUALITY MANAGEMENT

QA/ QC TOOLS

Fishbone/ Cause and Effect/ Ishikawa Diagram

Basic Layout ofCause-and-Effect Diagrams

CAUSE A

CAUSE C

CAUSE D

CAUSE B

EFFECTEFFECT

Basic Layout ofCause-and-Effect Diagrams

EFFECTPoor Gas Mileage

Basic Layout ofCause-and-Effect Diagrams

EFFECTPoor Gas Mileage

Methods

MaterialPeople

Machinery

Basic Layout ofCause-and-Effect Diagrams

EFFECTPoor Gas Mileage

Methods

MaterialPeople

Machinery

Use wrong gears

Drive too fast

Underinflated tires

Carburetor Adjustment

Poor Maintenance

Poor driving habits

Improper lubrication

Poor quality gas

Basic Layout ofCause-and-Effect Diagrams

EFFECTPoor Gas Mileage

Methods

MaterialPeople

Machinery

Use wrong gears

Drive too fast

Underinflated tires

Carburetor Adjustment

Poor Maintenance

Poor driving habits

Improper lubrication

Poor quality gas

Poor Hearing

Music too loud

Cant hear engine

Impatient

Always Late

Lazy

Rs:

Control Chart

A typical Histogram

Pareto Chart

Scatter Diagram

Run Chart

“Quality is the result of a carefully constructed cultural environment.

It has to be the fabric of the organization, not the part of the

fabric”

PHILIP CROSBY