Project Quality Management Ghazala Amin, PMP Thursday, October 09, 2014.

Project Quality Management

Ghazala Amin, PMP

Tuesday, April 11, 2023

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Project Quality Management

» Reference study materials� A guide to the Project Management Body of Knowledge

(PMBOK Guide), Chapter 8� Study notes� Dr. Kerzner’s book, Chapter 23

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Project Quality Management» What to study

� Difference between Quality Assurance and Quality Control� Cost of Quality� Statistical Concepts and Quality Tools� Cost Trade-offs� Quality Gurus (Crosby, Deming and Juran)� Pareto and Fishbone Diagrams

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Project Quality Management» Key Definitions� Control Charts� Cost of Quality� Pareto Diagram� Quality Assurance� Quality Control� Quality Plan� Quality Policy� Quality Planning� Total Quality Management

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The Quality Movement» Quality is defined by the customer» Quality is linked with profitability» Quality has become a competitive weapon» Quality is now an integral part of strategic planning

process» Quality requires an organization-wide commitment

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What is Quality

» Quality is:� the totality of characteristics of an entity which bear on its

ability to satisfy stated or implied needs

» Quality is not:� Excellence, Luxury, Prestige, or Grade

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Project Quality Management

» The processes required to ensure that the project will satisfy the needs for which it was undertaken

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Quality Planning

» Quality planning involves identifying which quality standards are relevant to the project and determining how to satisfy them

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Goals of Quality Program

» Customer satisfaction� the customer’s feelings about a product or service

» Fitness for use� the product or service is capable of being used

» Conformance to requirements� the condition of the product or service in relation to the

customer’s requirements

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Quality Gurus

Deming, Juran, Crosby

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Deming Cycle for Improvement

Act Plan

Check Do

ObjectivesMethods

TrainExecute

Against ObjectivesHow methods areExecuted

ImmediateremediesFuture Actions

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Dr. Juran's Quality Philosophy

» Juran Trilogy:� Quality Improvement, Planning & Control

» Manufacturer Vs. Customer views:� Adherence to Specs Vs. Fitness for Use

» Legal Implications of Quality:� Criminal, Civil, Appropriate Corporate Actions and

Warranties

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Crosby’s Four Absolutes of Quality

» Quality means conformance to requirements» Quality comes from prevention» Quality means that the performance standard is

“zero defects”» Quality is measured by the cost of non-

conformance

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The Cost of Quality» Real Cost of Poor Quality

� All costs resulting from something not completed correctly the first time!

» Types of Quality Costs:� Internal - defect exists in the product prior to

shipment � External - defect exists in the product after

shipment � Appraisal - cost incurred to determine the

condition of the product� Prevention - costs incurred to reduce failure and

appraisal cost

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Conformance Vs. Non-Conformance

» Planning» Training and

indoctrination» Product

Design/Validation» Process Validation» Test and Evaluation» Quality Audits» Maint./Calibration» Field Testing

Conformance (Quality)

» Scrap» Rework» Material cost

(additional)» Warranty repairs» Complaint handling» Liability Judgments» Product recall» Field Service» Expediting

Non-Conformance

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Quality Assurance

» Quality assurance is the planned and systematic activities implemented within the quality system to provide confidence that the project will satisfy relevant quality standards

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Quality Control

» Quality control involves monitoring specific project results to determine if they comply with relevant standards and identifying ways to eliminate causes of unsatisfactory results

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QA and QC Tools & Techniques

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The Seven QC Tools

Identification Analysis

Data Tables

Causeand

EffectAnalysis

TrendAnalysis

ParetoAnalysis

Histograms

ScatterDiagrams

ControlCharts

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Cause and Effect - Fishbone Chart

Time

Energy

Machine

Measure

Method

People

Material

Environ.

Major Defect

Cause Effect

» Identify major and minor causes for the defect» Classify in related groups» Visualize the group with the most causes

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Scatter Diagram

» Plot the results of two variables» Show trends» Show distribution around Central tendency» Highlight Exceptions (out of tolerance condition)» Source of data for the Pareto Chart

Y

X

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Pareto Diagram

Pareto's rule: A large number of defects are the result of a small number of causes. Fix the problems that are causing the greatest number of defects first.

Primary Purpose: Focus improvement efforts on the most important causes

0

5

10

15

Noise Wobble Pressure Other

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Statistical Sampling

» Prevention� Keep Errors out of production� Keep defects from reaching customers

» Attribute Sampling� Conformance or non-conformance

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Statistical Sampling

» Common Vs. Special Causes� Common -- Normal process variation� Special -- Unusual events

» Tolerances� Acceptance range (product is acceptable or not)� Control limits (process is in or out of control)

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Control Chart

» Process results over time» Process is in control when the number of defects fall within

upper and lower control limits.» Process adjustments are immediate corrective actions based on

QC measure.» Process can be improved to meet tighter control limits:

Processes in control should not be adjusted.

-10

-8

-6

-4

-2

0

2

4

6

8

10

-

Upper Control

Lower Control

Lower Tolerance

Upper Tolerance

Time

Number of defects - Process “A”