Introduction to Project Management

1. Introduction to Project Management Quality Management Lecture a This material (Comp 19 Unit 10) was developed by Johns Hopkins University, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number IU24OC000013. This material was updated in 2016 by Johns Hopkins University under Award Number 90WT0005. This work is licensed under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by-nc-sa/4.0/.

2. Quality ManagementLearning Objectives—Lecture a • Develop a quality management plan. • Perform quality assurance. • Apply quality tools.

3. What is Quality? Institute of Medicine defines six characteristics of high-quality care: • Care must be safe • Care must be effective and reliable • Care must be patient-centered • Care must be timely • Care must be efficient • Care must be equitable

4. Quality Control vs. Quality Assurance Quality Assurance applies to a process. It is a set of activities designed to ensure that the development and/or maintenance process is adequate to ensure a system will meet its objectives. Quality Control applies to a product. It is a set of activities designed to evaluate a developed a work product.

5. Total Quality Management Theory • TQM Model • Customer Focus • Planning Process • Process Management • Process Improvement • Total Participation

6. Dr. W. Edwards Deming System of Profound Knowledge: • Appreciation of a system • Knowledge of variation • Theory of knowledge • Knowledge of psychology (Deming, 2000)

7. Deming’s 14 Points • Create constancy of purpose towards improvement • Adopt the new philosophy • Cease dependence on inspection • Move towards a single supplier for any one item • Improve constantly and forever. • Institute training on the job • Institute leadership • Drive out fear • Break down barriers between departments • Eliminate slogans • Eliminate management by objectives • Remove barriers to pride of workmanship • Institute education and self-improvement • The transformation is everyone's job (Deming, 2000).

8. Deming Cycle

9. Joseph Juran Widely credited for adding the human dimension to quality management • Human relations problems are the ones to isolate. • Cultural resistance, is the root cause of quality issues. (Juran, 1992)

10. 10 Steps to Quality Improvement • Build awareness of opportunity to improve • Set-goals for improvement • Organize to reach goals • Provide training • Carryout projects to solve problems • Report progress • Give recognition • Communicate results • Keep score • Maintain momentum by making annual improvement part of the regular systems and processes of the company (Juran, 1992).

11. Pareto Principle

12. The Juran Trilogy • Quality Planning • Quality Control • Quality Improvement (Juran, 1992)

13. Six Sigma The DMAIC project methodology has five phases: • Define the problem, the voice of the customer, and the project goals, specifically. • Measure key aspects of the current process and collect relevant data. • Analyze the data to investigate and verify cause-and-effect relationships. • Improve or optimize the current process based upon data analysis using techniques • Control the future state process (Wikipedia,Six Sigma.)

14. QM vs. TQM • TQM is proactive and takes place largely prior to production: • Customer focus • Obsession with quality • Scientific approach to decision making and problem solving • Long-term commitment • Teamwork • Employee involvement • Continual process improvement • Bottom up education and training • Freedom through control • Unity of purpose • Traditional views of quality • After the fact inspection

15. Creating a Quality Culture Culture of Quality Governance • Strategic Planning • Enterprise Innovation • Collaboration and Training • Performance Management

16. Components of Org Culture Business environment • Change-oriented culture vs. don’t-rock-the-boat culture Organizational values • What the organization thinks is important • The heart and soul of organizational culture Cultural role model • Employees who personify the organizations values Organizational rites, rituals, and customs • The unwritten rules about how things are done • Enforced by peer pressure Cultural transmitters Vehicles through which culture is passed down through successive generations of employees

17. Total Quality and ISO 9000

18. Eight Principles (Directly From TQM) • Customer Focus • Leadership • Involvement of People • Process Approach • System Approach • Continual Improvement • Factual Approach • Mutually Beneficial Supplier Relationships (ISO 9001:2008)

19. Process for Registration • Develop Quality Manual • Document Procedures • Evidence of Management Commitment • Insurance that customer requirements are met • Accredited Registrar Audit • Internal Audits • Periodic registrar Audits (ISO 9001:2008)

20. Quality ManagementSummary—Lecture a • Total Quality Management and the theorists behind TQM • Quality culture and approaches for creating a quality culture • TQM and ISO 9000 family of certifications

21. Quality ManagementReferences—Lecture a—1 References Bennett-Staub A. Helping Residents Cope with a Patient Suicide. (2011). American Psychiatric Association. Deming W. (2000) The new economics: for industry, government, education. 2nd ed. Boston: MIT Press. Deming W. Out of the Crisis. (2000) 2nd ed. Boston: MIT Press. DoIT. Project Management Advisor. Develop Quality Management Plan. 2006. Available from: http://www.pma.doit.wisc.edu/plan/3-2/what.html Fezeu L. Project Quality Management. Central Michigan University: Software Project Management. Hoyle D. ISO 9000 Quality Systems Handbook. (2009) 6th ed. Elsevier Ltd. ISO 9001:2015; Quality management systems – Requirements; ISO Press Juran J. (1992). Juran on Quality by Design. New York: Simon & Schuster. Magrab E, Gupta S, McCluskey F, & Sandborn P. (2010) Process Design and Development: The Product Realization Process. 2nd ed. Boca Raton, FL.: CRC Press; A Guide to the Project Management Body of Knowledge: (pmbok Guide). 5th ed. Newtown Square, Pa.: Project Management Institute, 2013

22. Quality ManagementReferences—Lecture a—2 Charts, Tables, Figures Chart 10.1 Pareto Principle. Creative Commons: MetaComet. Wikimedia.com. Available from: http://en.wikipedia.org/wiki/File:Pareto.PNG Images Slide 8: The Deming Cycle. Creative Commons, Wikimedia. Available from: http://en.wikipedia.org/wiki/Demming_cycle#cite_note-0 Slide 17: Total Quality and ISO 9000 Series. Wikimedia by Alkazzi. Available from: http://en.wikipedia.org/wiki/File:Evolution_of_ISO_9000_series.png Schwalbe K. Information technology project management. 8th ed.; Cambridge, MA: Course Technology; 2015. Scribd. Line Balancing What is it? Available from: http://www.scribd.com/doc/39457836/linebal Scribd. Seven Tools of Quality Control. Available from: http://www.scribd.com/doc/24650872/Seven-Tools-of-Quality-Control Six Sigma. Wikipedia. Available from: http://en.wikipedia.org/wiki/Six_Sigma Total Quality and ISO 9000 Series. Wikimedia by Alkazzi. Available from: http://en.wikipedia.org/wiki/File:Evolution_of_ISO_9000_series.png Wikipedia. PDCA. Available from: http://en.wikipedia.org/wiki/PDCA Wikipedia. Six Sigma. Available from: http://en.wikipedia.org/wiki/Six_Sigma

23. Introduction to Project ManagementQuality ManagementLecture a This material (Comp 19 Unit 10) was developed by Johns Hopkins University, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number IU24OC000013. This material was updated in 2016 by Johns Hopkins University under Award Number 90WT0005.