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Chapter 8 Project Quality Management. In this chapter we will cover. Project Quality Management Definition Project Quality Management Facts & Terms Project Quality Management Processes Plan Quality Perform Quality Assurance Perform Quality Control. Project Quality Management Definition.
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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 8-1 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 Professionals www.Inov8Solutions.com 8-2 In this chapter we will cover • Project Quality Management Definition • Project Quality Management Facts & Terms • Project Quality Management Processes • Plan Quality • Perform Quality Assurance • Perform Quality Control
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 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
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 6-4 Quick Quiz • Quality can be defined as • Making sure the customer gets more than what they ask for • The degree to which the project meets requirements • Keeping the company culture in mind • 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 Professionals www.Inov8Solutions.com 6-5 Quick Quiz • Quality is ultimately the responsibility of • The Executive Sponsors • The Quality Manager • The Project Manager • 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 Professionals www.Inov8Solutions.com 8-6 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
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 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
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 8-8 Path B Define, Measure, Analyze, Improve and Control Quality is less expensive and more dependable 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. Which is the right Path ? Obviously Path B
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 8-9 Quality Management Facts and Terms
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 8-10 Errors & Rework • Overworking project team • Employee Attrition • Errors • Rework • Rushing quality inspections • Errors
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 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.
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 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
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 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
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 8-14 Gold Plating • Giving the customer extras • Functionality • Quality • Scope • Performance
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 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.
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 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
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 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
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 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.
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 8-19 Quality Management End of Facts and Terms
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 8-20 Project Quality Management Processes • Project Quality Management includes below processes: • Plan Quality 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 • Perform Quality Control 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.
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 8-21 Plan Quality • Plan Quality 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.
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 8-22 Plan Quality 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
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 7-23 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 Plan QualityInputs and Outputs
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 8-24 Plan QualityTools And Techniques • Cost Benefit Analysis • Cost of Quality (COQ) • Control Charts • Kamran note: please copy graphic sighting source as wikipedia
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 8-25 Tools and TechniquesContinued • Benchmarking • Design of Experiments (DOE) • Statistical Sampling • Flowcharting • Quality Management Methodologies
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 8-26 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
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 8-27 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
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 7-28 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 Perform Quality AssuranceInputs and Outputs
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 8-29 Perform Quality AssuranceTools and Techniques • Quality Audits • Process Analysis • Plan Quality tools and techniques • Perform Quality Control tools and techniques
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 8-30 Perform Quality AssuranceTools and Techniques • Plan Quality tools and techniques • In Plan Quality 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
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 8-31 Perform Quality AssuranceTools and Techniques • Perform Quality Control tools and techniques • In Perform Quality Control 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 Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-32 Perform Quality ControlDefinition • Purpose of Perform Quality Control Process • Monitoring • results of executing the quality activities • Recording • results of executing the quality activities • Purpose • Assess performance • Recommend changes
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 8-33 Perform Quality ControlConsiderations • 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
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 7-34 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 Perform Quality ControlInputs and Outputs
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 8-35 Quality Control Terms
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 8-36 Prevention Vs. Inspection • Prevention • Keeping errors out of the process • Inspection • Keeping errors out of the hands of the customer
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 8-37 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
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 8-38 Tolerance Vs. Control Limits • Tolerances • specified range of acceptable results • Control limits • thresholds, which can indicate whether process is out of control
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 8-39 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
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 8-40 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.
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 8-41 Normal Distribution • Most common probability density distribution chart that is in the shape of a bell curve and is used to measure variations
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 8-42 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
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 8-43 Quality Control Tools • Cause and effect Diagram • Ishikawa • Fishbone diagram • Kamran, this diagram was taken from wikipedia, please mention source
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 8-44 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
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 8-45 Quality Control Tools • Flowchart (used in both Plan quality/Perform Quality Control process) • Histogram • Pareto Chart • Run Chart • Scatter Diagram • Control Chart • Kamran note: please show basic example diagrams
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 8-46 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
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 8-47
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 8-48 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
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 8-49 Control Charts • Graphic displays of results over time • Determines if process is in control • Samples taken, variables measured and attributes found
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 8-50 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