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QUALITY These slides have been added to the standard MRU PM Cert materials and are made available to students who have attended my class. Robin Hornby Tempest Management [email protected] 1
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QUALITY
These slides have been added to the standard MRU PM Cert materials and are
made available to students who have attended my class.
Robin Hornby Tempest Management [email protected]
1
QUALITY
“Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction and skillful execution; it represents the wise choice of many alternatives.”
Will Foster 2Robin Hornby Tempest Management [email protected]
The Nature of Quality
In the eye of the beholder. . .
An intrinsic attribute. .
3Robin Hornby Tempest Management [email protected]
THE COMPANY
FLOW OF GOODS AND SERVICES
EXERNAL
EXTERNAL EXTERNAL
YOU
INTERNAL
INTERNAL
5Robin Hornby Tempest Management [email protected]
Intro to the Quality Plan . . .(ref 3.5.1.5)
1. Strategy & Objectives (Goal)
2. Organization, Responsibilities, Resources
3. Special Training, Team Induction
4. Customers (external)
5. Documents & Records
6. Quality Tools & Techniques
7. Procedures & Processes
8. Quality Metrics
6Robin Hornby Tempest Management [email protected]
TQM Principles
• Understand your customer’s reqts• “Everyone” has a customer• Perform to meet reqts• Implement defect prevention• Measure performance based on cost of
quality• zero defect target• “everyone” accountable to meet reqts
7Robin Hornby Tempest Management [email protected]
Building a QMS
Corporate Mission and Values
Office Documentation
Quality Manual
Policy Statement
Inter/National Formal Stds (ISO)
Quality Procedures
ProjectsProjectsProjectsHR Guides
Contract Management
THE QUALITY COUNCIL
Methodology - Quality PlanQA - QC - QR Example of a
Quality Management System
8
Robin Hornby Tempest Management [email protected]
A suggested Solution to solving a Design Problem
1. Carefully define the problem and issues (remove the emotion)
2. Brainstorm for solutions and options
3. Evaluate solutions – CBA, Benchmark
4. Validate assumptions – Focus Group
5. Prepare recommendation.
9Robin Hornby Tempest Management [email protected]
10Robin Hornby Tempest Management [email protected]
Other Project Elements that will Ensure Quality is “Built-In”
• Grade of Materials• Application Methodology• Requirements Specs• Design Specs• Standards• Roles, Responsibilities• Training• Procedures
• Specific Plans– Communications– Staff Development– Operations, Build,
Manufacture, or Assembly . . .
• Contract acceptance terms
• Quality Records
11Robin Hornby Tempest Management [email protected]
Types of Checklist
Robin Hornby Tempest Management [email protected]
12
CHECKLISTS
• READ-DO The checklist tells you to do the task and you do it.
• DO-CONFIRM You do tasks, then at a pause-point, review the checklist to confirm.
• READ-SELECT-DO You review the checklist beforehand, then select the tasks that are appropriate and then do them.
QP – Highlevel Generic Checklist
• Reviews• Procedures• Standards• Techniques/tools• Re-use• Warranty plan
• Checkpoints• Inspections • Testing• Quality Records• Acceptance criteria• Owner acceptance
13Robin Hornby Tempest Management [email protected]
14
• Plan-do-check-act (PDCA) • Brainstorming• Affinity diagrams• Force field analysis• Nominal group technique• Evaluation/prioritization
matrix• Quality audits• Process analysis • Cost-benefit analysis• Benchmarking• Design of experiments• Cost of quality (COQ)• Plan Quality & Perform
Quality Control tools & techniques
• Cause and effect diagrams• Control charts• Flowcharting• Histogram• Pareto chart• Run chart• Scatter diagram• Statistical sampling• Inspection• Approved change requests
review
Quality Summary Robin Hornby - updated by Chris Monk / John Morck [email protected]
THE QUALITY PLAN
• Zero defects• Six sigma• ISO 9000• ISO 21500• Meets
requirements• Fitness for use• Fitness for
purpose• Customer
satisfaction
TO MEET THE GOAL
QUALITY CONTROL- Procedures- Techniques
- Records
QUALITY ASSURANCE- Procedures- Techniques
CO
MM
ITS
TO
CO
MM
ITS
TO
ASSURE AND IMPROVE QUALITY
MONITOR, MEASURE, AND CONTROL
QUALITY
• Cost-benefit analysis• Cost of quality (COQ)• Benchmarking• Design of experiments• Proprietary quality
management methodologies
• Additional quality planning tools
• Cause and effect diagrams• Control charts• Flowcharting• Histogram• Pareto chart• Run chart• Scatter diagram• Statistical sampling• Inspection• Approved change requests
review
