Project Quality Mangement 4/3/2011
PMP Prep Course 1
Project Management
Knowledge Areas
Section – 3
Chapter – 8
Project Quality Management
Session Objectives…
1. To identify the project quality management
knowledge area‟s processes
2. How to plan quality for the project
3. How to implement quality assurance
4. How to monitor and control quality
Project Quality Mangement 4/3/2011
PMP Prep Course 2
Project Quality Management
Exam Objectives…
1. What is Quality
2. Preparing for Quality
3. Planning for Quality
4. Creating the Quality Management Plan
5. Performing Quality Assurance
6. Implementing Quality Control
Project Quality Management
What makes quality to suffer?
Overworking the project team in order to
complete the project.
◦ May result in unacceptable work due to decline in
team morale
A hurry to complete the project work by
speeding through quality inspections
◦ May result in unacceptable deliverables
Project Quality Mangement 4/3/2011
PMP Prep Course 3
Project Quality Management
Quality Vs Grade
Quality and Grade are not the same
Quality is the sum of the characteristics of a product that meet the specifications / expectations of the project
Grade is the category or rank given to entities having the same functional use but different characteristics
Quality management characteristics
Customer satisfaction
Prevention
Management responsibility
Continuous improvement:-
Plan – Do – Check –Act
Plan
DoCheck
Act
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PMP Prep Course 4
Quality Gurus
Phillip B Crosby
Crosby devised the “Zero Defects” practice
That is, DO IT RIGHT THE FIRST TIME
He says, that costs will increase when quality
planning isn‟t performed upfront, which means,
rework, affecting productivity
Prevention is the KEY
Quality Gurus
Joseph M Juran
Is known for his “FITNES FOR USE”
That is, stakeholders and customers‟ expectations
are met or exceeded
Conformance to Specifications
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PMP Prep Course 5
Quality Gurus
W Edwards Deming Suggested that as much as 85% of quality issues is
management problem
Deming proposed that workers cannot figure out quality on their work and thus cannot perform at their best
Workers need to be shown what acceptable quality is
Deming is major contributor of Total Quality Management (TQM)
Total Quality Management Total Quality Management (TQM ) Says that the process is the problem, not people
TQM stipulates that quality must be managed in and that quality improvement should be a continuous way of doing business
Six Sigma Is a quality management approach
Mostly used in manufacturing and services industries
Is a measurement based strategy that focuses on process improvement and variation reduction by applying Six Sigma methodologies
Project Quality Mangement 4/3/2011
PMP Prep Course 6
Six Sigma
Six Sigma
It follows methodologies
DMADV
Define, Measure, Analyze, Design, and Verify
DMAIC
Define, Measure, Analyze, Improve, and Control
Six Sigma aims to eliminate defects and stipulates that no more than 3.4 defects for million operations
Project Quality Management
Kaizen technology:
A quality philosophy of applying continuous small
improvements to reduce costs and ensure
consistency
Marginal analysis:
The cost of the incremental improvements to a
process or a product are compared against the
increase in revenue made from the improvements
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PMP Prep Course 7
Project Quality Management
The project team should adopt the quality policy of the organization to guide the project implementation
Project manager should document how the project will fulfill the quality policy in project management and deliverables
If quality policy is not adoptable to the project or the organization does not have a quality policy, the project team should create a quality policy for the project
Quality is planned, designed, and built in – not inspected
Plan Quality
The quality management plan addresses
Quality control
Quality assurance
Quality improvement
The process identifies and documents the
quality requirements & standards for project
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PMP Prep Course 8
Plan Quality
INPUTS TOOLS & TECHNIQUES OUTPUTS
1. Scope Baseline
2. Stakeholder
Register
3. Cost Performance
Baseline
4. Schedule Baseline
5. Risk Register
6. Enterprise
Environmental
Factors
7. Organizational
Process Assets
1. Cost-Benefit
Analysis
2. Cost of Quality
3. Control Charts
4. Benchmarking
5. Design of
Experiments
6. Statistical Sampling
7. Flowcharting
8. Proprietary Quality
Management
Methodologies
9. Additional Quality
Planning Tools
1. Quality Management
Plan
2. Quality Metrics
3. Quality Checklists
4. Process
Improvement Plan
5. Project Document
Updates
Plan Quality
Inputs
1. Scope Baseline
2. Stakeholder Register
3. Cost Performance Baseline
4. Schedule Baseline
5. Risk Register
6. Enterprise Environmental Factors
7. Organizational Process Assets
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PMP Prep Course 9
Plan Quality Tools and Techniques
1. Cost-Benefit analysis
2. Cost of quality (COQ)
3. Control Charts
4. Benchmarking
5. Design of experiments
6. Statistical Sampling
7. Flowcharting
8. Proprietary Quality Management Methodologies
9. Additional quality planning tools
Plan Quality
Outputs
1. Quality Management Plan
2. Quality Metrics
3. Quality Checklists
4. Process Improvement Plan
Process Boundaries
Process Configuration
Process Metrics
5. Project Document Updates
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PMP Prep Course 10
Tools & Techniques
Benefit-Cost Analysis
Benefit:
Completing quality work increases productivity
Costs
Completing quality work may cost little more
Gold plating
Is process of adding extra features that may increase cost
Cost of Quality
Cost of Quality
The cost of quality is cost of all the activities
within a project to ensure the quality
Cost of conformance to requirements:-
The cost of completing the project work to satisfy
the project scope and expected quality
Cost of nonconformance
The cost of completing the project without quality
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PMP Prep Course 11
Cost of Quality
There are three types of Cost of Quality
1. Prevention Costs
The costs associated with satisfying customer
requirements by producing a product without
defects. Includes quality planning, training
Cost of Quality
2. Appraisal Costs
The costs expended to examine the product or process and make certain the requirements are being met. Includes inspections and testing
3. Failure Costs
The costs when things don‟t work as expected.
Two types or failure costs are 1. Internal FailureCosts and 2. External Failure Costs
Ex. 1.Rework – 2. Liabilities, Warranty work, Lost business
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PMP Prep Course 12
Control Chart
Used to objectively define a process and variation
Process containing only common causes of variation is considered stable, implying that the variation is predictable within the established control limits
Processes containing special as well as common causes of variation are considered unstable. In such cases the special causes fall outside the established control limits
Control charts can be plotted for tracking Production failures, defects by schedule/effort/cost and variances
Control Chart
No
. o
f D
efe
cts
Days
Lower Control Limit
Upper Control Limit
Stable Process
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PMP Prep Course 13
Control Chart
Unstable Process
No
. o
f D
efe
cts
Days
Lower Control Limit
Upper Control Limit
Benchmarking
Is comparison among two projects, processes or
performance of organizations
The goal is to evaluate the differences between
two projects and to make corrective actions to the
current project
Is also used as a measurement against industry
standards, competitors‟ level of performance
Project Quality Mangement 4/3/2011
PMP Prep Course 14
Design of Experiments
The approach relies on statistical what-if
scenarios to determine what variables within a
project will result in the best outcome.
Most often used on the product of project rather
than the project
Is also used as a method to identify which variables
within a project or product , are causing failures
Flowcharting
The flowchart shows the logical steps
required to accomplish an objective.
The flowchart steps through a logical
sequence and checks for “YES” or „NO”
branching
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PMP Prep Course 15
Flowcharting
Measure attributes
of Deliverable
Deliverable
Ready for
Quality check
Deliverable is
Ready for
Dispatch
Conformance
To
Requirements
Return to
owner
YES
NO
Quality Check
Additional Quality Tools
1. Brainstorming
2. Nominal Group Techniques
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PMP Prep Course 16
Perform Quality Assurance
Quality assurance (QA) is the sum of the
planning and the implementations of the plan
that ensures the project meets the quality
demand
Involved in continuous process improvement,
for improving the quality of all processes
Perform Quality Assurance
INPUTS TOOLS & TECHNIQUES OUTPUTS
1. Project
Management Plan
2. Quality Metrics
3. Work Performance
Information
4. Quality Control
Measurements
1. Plan Quality &
Perform
Quality Control
Tools &
Techniques
2. Quality Audits
3. Process
Analysis
1. Organizational
Process Assets
Updates
2. Change Requests
3. Project
Management Plan
Updates
4. Project Document
Updates
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PMP Prep Course 17
Perform Quality Assurance
Inputs
1. Project Management Plan
Quality Management Plan
Process Improvement Plan
2. Quality Metrics
3. Work Performance Information
4. Quality Control Measurements
Perform Quality Assurance
Tools and Techniques
1. Plan Quality and Perform Quality Control
Tools & Techniques
2. Quality Audits
3. Process Analysis
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PMP Prep Course 18
Perform Quality Assurance
Outputs
1. Organizational Process Assets Updates
2. Change Requests
3. Project Management Plan Updates
4. Project Document Updates
Perform Quality Control
Quality Control is to monitor and measure
project results to determine that the results
are as per quality standards
QC measures performance, scheduling and
cost variances
QC occurs throughout the life of project
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PMP Prep Course 19
Perform Quality Control
Project team should do the following QC
activities
Conduct statistical quality control
Inspect the product to minimize errors
Study special causes to determine anomalies to
quality
Check the tolerance range to determine if the
results are within acceptable level of quality
Perform Quality Control
Project team should know the differences
between the following termsPrevention Inspection
Keeping errors out of the
process
Keeping errors out of the hands
of the customer
Attribute Sampling Variable Sampling
The result either conforms or
does not conform
The result is rated on a continuous
scale that measures the degree
conformity
Tolerances Control Limits
Specified range of accepted
results
Thresholds, which can indicate
whether the process is out of
control
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PMP Prep Course 20
Perform Quality Control
INPUTS TOOLS & TECHNIQUES OUTPUTS
1. Cause and Effect
Diagrams
2. Control Charts
3. Flowcharting
4. Histogram
5. Pareto Chart
6. Run Chart
7. Scatter Diagram
8. Statistical sampling
9. Inspection
10. Approved Change
Requests Review
1. Project
Management Plan
2. Quality Metrics
3. Quality Checklists
4. Work Performance
Measurements
5. Approved change
Requests
6. Deliverables
7. Organizational
Process Assets
1. Quality Control
Measurements
2. Validated changes
3. Validated
Deliverables
4. Organizational
Process Assets
Updates
5. Change Requests
6. Project Management
Plan Updates
7. Project Document
Updates
Perform Quality Control
Inputs
1. Project Management Plan
2. Quality Metrics
3. Quality Checklists
4. Work Performance Measurements
5. Approved Change Requests
6. Deliverables
7. Organizational Process Assets
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PMP Prep Course 21
Perform Quality Control
Tools and Techniques
1. Cause and Effect Diagrams
2. Control Chart
3. Flowcharting
4. Histogram
5. Pareto Chart
Perform Quality Control
Tools and Techniques
6. Run Chart
7. Scatter Diagram
8. Statistical sampling
9. Inspection
10. Approved Change Requests Review
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PMP Prep Course 22
Perform Quality Control
Outputs
1. Quality Control Measurements
2. Validated Changes
3. Validated Deliverables
4. Organizational Process Assets Updates
5. Change Requests
6. Project Management Plan Updates
7. Project Document Updates
Tools & Techniques
Quality Tools
1. Cause and Effect Diagram
2. Control Charts
3. Flowcharting
4. Histogram
5. Pareto Chart
6. Run Chart
7. Scatter Diagram
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PMP Prep Course 23
Cause and Effect Diagram
To visualize
clarify
link
identify and
classify possible causes of problems in processes, products and services.
Also known as Fishbone diagrams or Ishikawa diagrams
Examples
Identifying sources of defect causes
Cause and Effect Diagram
Customer
Satisfaction
Resources
ProductProcess
Cause1
Cause2Cause3
Cause4
Cause5
Cause6
Cause7
Cause8Cause9
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PMP Prep Course 24
Cause and Effect Diagram
Identify a problem (effect) with a list of
potential causes
Write the Effect at the rightmost side of the
paper
Identify Major Causes of the problem, which
become “Big Branches”
Cause Categories are Measurement,
Methods, Materials, Machines, People and
Environment
Cause and Effect Diagram
Fill in the “Small branches” with sub-clauses till
the lowermost level
Review the diagram with the work process
Work on the Most important causes
Collect the data related to identified Root
Causes and study relationship
Continue for all Root Causes
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PMP Prep Course 25
Histogram Also known as Frequency
Distribution Chart
A bar graph that groups the
data by predetermined
intervals to show the
frequency of the data set
Used to measure and analyze
the data and identify Defect
Classification, Delivery Times,
Survey FindingsX-Axis
Y-A
xis
Pareto Chart Is also known as 80 – 20 rule
Provides the ability to Categorize Items, usually by content (type of defect, position, process, time, etc.) or cause (materials, operating methods, manpower, measurement, etc.) factors
Identify the causes or characteristics that contribute most to a problem
Decide which basic causes of a problem to work on first
Understand the effectiveness of the improvement by doing pre- and post improvement charts
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PMP Prep Course 26
Pareto Chart Define the problem clearly
Collect sufficient Sample Size
Sort the data in descending order by
occurrence/frequency of cause/characteristics
Run Chart A graph of data in a chronological order, which
displays changes and trends in the central tendency
Used to monitor and quantify process outputs prior to control charts
Decide which output of a process to measure
Label the chart vertically and horizontally
Plot the individual measurements over time
Connect Data points
Monitor the data points for Trends
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PMP Prep Course 27
Run Chart
No
. o
f D
efe
cts
Days
Average
Scatter Diagram
It is used for problem solving and
understanding cause-and-effect relationships
It shows if a relation exists between Two variables
Also known as Correlation Diagrams
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PMP Prep Course 28
Scatter Diagram
1000
2000
3000
321 4 5
Scatter Diagram
Age Years
Pri
ce
Car Age & Price
Project Quality Management
To Sum Up….
1. We identified the project quality management knowledge area‟s processes
2. We know how to plan quality for the project
3. We know how to implement quality assurance
4. We know how to monitor and control quality
Project Quality Mangement 4/3/2011
PMP Prep Course 29
Questions ?