Customer Driven Project Management Building Quality Into Project Processes

Customer-Driven project management:

Building Quality into Project Processes

A case study from manufacturing sector: A plastic bottle creation

A scientific paper created by :

Konstantinos St.Kousouris1 and George J.Besseris2

Postgraduate Program MSc in Technology Management City University of Seattle ,Seattle, WA, USA (Athens, Greece Campus)

1)Project Manager, BscB.A,Msc in P.Me-mail: [email protected]) Quality Consultant ,PhD Chemical Engineeringe-mail: [email protected]

Customer-driven project management Customer-driven project management expands both project management and total quality management approaches to meet the challenges of the global economics environment. With competition fierce in all aspects- technology, cost, product quality, and service quality- new approaches must be sought in order to be competitive and share in global economic growth

Quality policy

Clearly understand customer needs and provide products that meet those needs.

Integrate quality management principles and methodologies into critical business processes and decision-making practices.

Continuously improve the effectiveness of the Quality Management System( processes, products, shareholders, and employees).

Establish quality requirements and ensure suppliers, partners and contractors comply with them.

Maintain the Quality Management System to conform to the requirements of ISO9000:2000.

Comply with the relevant regulatory requirements.

Quality Planning Tools and Techniques

Cost-Benefit Analysis: The primary benefit of meeting quality requirements is less rework, which means, higher productivity, lower costs, and increased stakeholder satisfaction.

Benchmarking : A method to justify the price of the product, scrap limitation and ensure zero defect product. It involves comparison of actual or planned project practices to those of other projects in order to generate ideas for improvement and to provide a standard by which to measure performance.

Case Analysis The project is to create a plastic bottle for domestic use. The project starts with customer’s specifications and ends

with the product’s transportation to the client. The phases of the project are divided in subtasks so the

quality control be more effective and be ensured high quality deliverables.

The project has internal and external customers. The internal customers are the final products of every part

of the production chain. The external customers are:1)The firm for which the plastic

bottle is produced,2)The consumers, who are the final receivers of the product.

Introduction of quality aspects during the process

Bottle’s Model Creation Mould Design Trial Production Production Product Product line Packaging

Bottle’s Model Creation

Avoid needless production Avoid needless cost Satisfy the customer Achieve high quality

Purpose

Pieces of bottle’s model creation

Bottle’s specifications Bottle’s model drawing Bottle’s model building Customer’s acceptance

Quality tools

Appropriate software, which measures the dimensions of the bottle and its flow.

Several measurements, which are going to be made by certificated machines with particular tolerance limits.

Optical check, which will help us to check the color of the bottle and its handle.

Mould cutting

Calculate the necessary materials for the mould Co-operate with a supplier who has ISO

certification. Design mould according to the specifications

that are required. Mould cutting will be accomplished with the use

of CNC machines.

Quality tests for the resistance of the mould.

Quality tests for the sizes of the mould.

Purpose-Quality policy

Trial Production

Purpose-Quality Policy

Order raw materials

Appropriate supplier

Calibrations

Control of the final product

Customer acceptance

Production

.

Purpose-Quality policy

The production phase is the most critical point of

the project. All the specifications, standardization

and the scope of the manufacturer for quality,

excellent product and customer’s satisfaction will

be materialized in this phase.

Product

Raw material : no stock

Separation of faults :

Quality Tools

For faults lower than 4 CSP-1 is used.

For faults upper or equal to 5 100%

quality control is established.

34,98

35,00

35,02

35,04

35,06

35,08

35,10

35,12

0 2 4 6 8 10

Series1

Product line

Each machine has reliability (R), but the final reliability

of our product includes the individual reliabilities by

the way below:R = R1 x R2 x R3

where:

R1: operation of each machine, training and “know-how”

R2: each operator is responsible for specific machine

R3: calibration and the regulations of the product line

checked periodically.

Packaging

Check on specifications of the package that

ordered.

ISO certification for suppliers.

Frequent checks to the received the

packaging materials from the supplier.

Frequent checks in the machine that

packages the bottles.

Safety transfer of products without any loss.

Purpose-Quality policy

Feedback-results

Identify the causes of possible problems.

Determine what customer needs.

How customer will be delighted.

How the process can be improved.

Data will provide knowledge for improving the

process.