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HARD SKILLS IN PROJECT
M ANAGEM ENT
Lecturer:Minh Nguyen D, PMP
Project Quality Management
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Modern Quality Terminology
Processes:
Plan Quality
Perform Quality Assurance
Perform Quality Control
Summary
Key terms
Project Quality Management
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Project Quality Management includes the processes and
activities of the performing organization that determine
quality policies, objectives, and responsibilities so that the
project will satisfy the needs for which it was undertakenPMBOK Guide, Fourth Edition
Processes:
Project Quality management
PerformQuality
Control
PerformQuality
Assurance
PlanQuality
Project QualityManagement
ClosingMonitoring
&
Controlling
ExecutingPlanningInitiating
KnowledgeArea
ProcessGroup
Adapted from PMBOK Guide, Fourth Edition
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Plan Quality
Find quality standards and requirements for products andproject management.
Create the quality management plan.
Perform Quality Assurance
Use measurements from quality control to make sure we arefollowing the standards.
Determine if project comply with organizational and project
policies, processes, and procedures- Quality audit.
Perform Quality Control
Measure quality to see if we are meeting the standards.
Submit change request.
The difference between Plan quality, Perform QualityAssurance, and Perform Quality Control
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The degree to which a set of
inherent characteristics of the
project fulfills requirements.PMBOK Guide, Fourth Edition
Definit ion of Quality
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Low-grade product andlow-Quality is different
Grade is a category assigned to products or services having
the same functional use but different technical characteristics.
If the product or project performance is of low quality. It is
always a problem. Low grade is (limited number of product features) is not a
problem if it meets requirements.
Definition of Grade
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Gold plating Giving the customer an extra.
PMI does not recommend.
Gold plating adds no value to theproject.
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Quality Theorists
Cost of poor quality
4 statement:
- Conformance to
requirements
- Zero Defects
- Quality prevention
- Cost of no
conformance
Crosby
Design StatisticsQuality is fitness
for use
Poor Quality
15% Worker
85% Process
- CWQC
Circle warranty
quality control)
- Continuous
improvement
- Cause and Effect
Fishbone
Ishikawa Diagram
- Juran Trilogy:
Quality Planning
Quality Control
Quality
Improvement
- Principle 80/20
- Customer
Satisfaction
- Cycle PDCA
(Plan, Do, Check,
Act)
- 14 steps to TQM
IshikawaJuranDemming
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Both modern Quality management and project management
acknowledge that the following concepts are of fundamental
importance:
Customer satisfaction
Prevention over inspection
Management responsibility
Continuous improvement
Basic of Modern Quality Management
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Customer Satisfaction
Project has to:
Understand
Evaluate
Define
Customers Needs and
Expectations
Customers
Requirements
Manage
Requirements
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Prevention over Inspection
Prevention
Plan, Design,
Build in Quality
Inspection
Quality is
inspected in
Cost of
preventing
mistakes
Cost of
correcting
mistakes
$$$
$$$$$
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Continuous improvement involves
continuously looking for small
improvements in quality.
PDCA cycle- basis for qualityimprovement established by Shewhart
and modified by Deming.
Quality improvement initiatives: TQM,
Six sigma
Continuous improvement (or Kaizen)
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Management is responsible to provide the project
team with the support necessary to successfully
achieve quality objectives.
Management support is crucial to ensure participationof all project team members, as well as other
stakeholders.
Management Responsibil ity
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Responsibili ty for quality
Everyone in the project or organization plays a role in,
and has responsibilities for quality relating to his or her
work.
Ultimate responsibility for the quality of the product ofthe project
Project manager
Ultimate responsibility for quality in the organization
Senior management
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Just in t ime (JIT) To decrease inventory to close to zero
Total Quality Management (TQM)
This philosophy encourages companies and theiremployees to focus on finding ways tocontinuously improve the quality of theirbusiness practices and products.
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Impact of poor quality
Increase costs
Low customer satisfaction
Increase risk
Rework
Schedule delays
etc,
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Marginal analysis
Optimal quality is reached at the
point where the incremental
revenue from improvement
equals the incremental cost tosecure it.
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Mutual Exclusivity
When one choice excludes another or two events can
not both occur in a single trial.
Example, choosing to replace a metal-based product component with a
plastic-base component negates any options that involve using analuminium-base component.
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Normal Distribution The most commonly used
probability density distribution
chart (bell shaped).
Used to measure variations.
Mean = (O + 4ML + P) / 6
Standard Deviation or Sigma = (P O) / 6
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Statistical Independence The probability of one event does not affect the
probability of another.
Example, the errors in an order entry process wont have any
correlation to the mechanical breakdown of a truck in thetransportation system.
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Enterprise Environmental Factors inProject Quality Management
Governmental agency regulations.
Rules, standards, and guidelines specific
to the application area.
Working/operating conditions of the
project/product which may affect project
quality.
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Organizational process assets inProject Quality Management
Quality standards and policies.
Standard work guidelines.
Issue and defect reporting procedures
and communication policies.
Historical databases.
Lessons learned from previous projects.
Quality policy
A formal statement of how
management will perform with
respect to quality
The Project manager is
responsible for ensuring theproject team uses the
companys quality policy
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Modern Quality Terminology
Processes:
Plan Quality
Perform Quality Assurance
Perform Quality Control
Summary
Key terms
Project Quality Management
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Identifying quality requirements and/or
standards for the project and product, and
documenting how the project will demonstrate
compliance.
PMBOK Guide, Fourth Edition
Plan Quality
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Plan Quality
Inputs Tool & Techniques.1 Scope baseline
.2 Stakeholder register
.3 Cost performance baseline
.4 Schedule baseline
.5 Risk register
.6 Enterprise environmentalfactors
.7 Organizational processassets
.1 Cost-benefit analysis
.2 Cost of quality
.3 Control charts
.4 Benchmarking
.5 Design of experiments
.6 Statistical sampling
.7 Flowcharting
.8 Proprietary qualitymanagement
methodologies.9 Additional quality planning
tools
Outputs
.1 Quality management plan
.2 Quality metrics
.3 Quality checklists
.4 Process improvement plan
.5 Project document updates
Adapted from PMBOK Guide, Fourth Edition
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Cost Benefit analysis Weighs the benefits versus the cost of meeting
quality requirements
Benefits:
Less rework,
Lest waste, lower laborand materials cost
Fewer product returns
Improve customersatisfaction
Costs:
Preventioncosts
Appraisal costs
Failure costs
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Cost of quality (COQ)
Includes all costs incurred over the life of the product.
Cost of Quality
Fail costs arealso called cost
of poor Quality
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Control chart Out of control:
A data point falls outside of the upper and lower control limit
or rule of seven.
Assignable cause/ Special cause variation:
A data point or rule of seven that required investigation to
determine the cause of variation
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Benchmarking
Looking at other projects (within the organization or
outside) to identify best practices, get ideas for
improvement, and provide a basis for measuring
performance.
Example, you will find that last project in your company had 20% fewer
defects than one before it. You would want to put in practice any of
ideas they used to make such a great improvement.
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DOE (Design of Experiments)
A statistical method to create a set of tests to determinewhich factors may influence specific variables of a product orprocess under development or in production.
Purpose of DOD:
1) Used in Plan Quality process to determine the number andtype of tests and their impact on cost of quality.
2) To optimize products or processes
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Statistical sampling
Choosing part of a population of interest for inspection.
Studying the entire population would:
Take too long
Cost too much
Be too destructive
Sample frequency and sizes should be determined
during the Plan Quality process.
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Flowcharting
A graphical representation of a
process showing the relationships
among process steps
During quality planning,flowcharting can help the project
team anticipate quality problems
that might occur.
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Proprietary Quality Management Methodologies 3 or 6 Sigma (Standard deviation):
Represents the level of quality that a company decided to try
to achieve.
6 sigma less than 1.5 out of 1 million products produced
will have a problem.
3 sigma approximately 2.700 product will have a problem.
1 sigma = 68,26%2 sigma = 95,46%
3 sigma = 99,73% 6 sigma = 99,99985%
Learn Six Sigma Quality Function Deployment
CMMI
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Additional quality planning tools
Brainstorming
Affinity diagram
Force field analysis
Nominal group techniques Matrix diagram
Prioritization matrices
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Quality management plan Describes how the project management team will
implement the performing organizations quality policy.
Includes the intended approach for the projects qualitycontrol, quality assurance, and continuous process
improvement. The quality standards that apply to the project
Who will be involved in managing quality, when
The reports that will address quality
What metric will be used to measure quality
What part of the project or deliverables will bemeasured and when?
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Quality metrics Used in the quality assurance and quality control
processes to measure how well your project meet
quality expectations.
The tolerance defines the allowable variations on themetrics.
Some examples, a metric related to the quality objective of staying
within the approved budget by 10% or
The number of items that fail inspection or
The number of bugs found in software that being developed
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Quality Checklist
A list of items to inspect, a list of steps to
be performed.
Quality checklists are used in the quality
control process.
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Modern Quality Terminology
Processes:
Plan Quality
Perform Quality Assurance
Perform Quality Control
Summary
Key terms
Project Quality Management
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The process ofauditing the quality requirements
and the results from quality control measurements
to ensure appropriate quality standards and
operational definitions are used.
PMBOK Guide, Fourth Edition
Perform Quality Assurance
Perform Quality Assurance to answer
Are we using the standards? Can we improve the standards while the
project work is being done?
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Inputs Tool & Techniques.1 Project management plan
.2 Quality metrics
.3 Work performance
information
.4 Quality controlmeasurements
.1 Plan Quality and PerformQuality Control tools andtechniques
.2 Quality audits
.3 Process analysis
Outputs
.1 Organizational processasset updates
.2 Change requests
.3 Project management planupdates
.4 Project document updates
Perform Quality Assurance
Adapted from PMBOK Guide, Fourth Edition
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Quality Control Measurements
The results of quality control activities.
They are used to analyze and evaluate the
quality standards and processes of the
performing organization.
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Plan Quality and Perform Quality Control Toolsand Techniques
Tools and Techniques from Plan Quality
Cost-benefit analysis
Flowcharting Cost of Quality
Tools and Techniques from Perform Quality Control
Cause and effect diagram
Flowcharting
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Process Analysis Follows the steps outlined in the process
improvement plan to identify needed improvements.
Process analysis includes root cause analysisa
specific technique to identify a problem and developpreventive actions.
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Modern Quality Terminology
Processes:
Plan Quality
Perform Quality Assurance
Perform Quality Control
Summary
Key terms
Project Quality Management
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Monitoring and recording results of executing the quality
activities to assess performance and recommend
necessary changes.
Quality control is performed throughout the project by aquality control department or similarly titled
organizational unit.
Quality control activities identify causes of poor process or
product quality and recommend and/or take action to
eliminate them.
Perform Quality Control
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Perform Quality Control vs. PerformIntegrated change control
Perform Quality
ControlPerform Integrated
change Control
Is a change needed?
1.Identities a potentialquality problem
2.Analyzes the problem to
determine whether a
change is needed?
A formal process that
defines how project
documentation and
deliverables, changed,
and approved
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Quality control responsibility Quality control Department (if exist) is responsible
for reducing defects, lossthrough inspection and
sampling.
Project team members (if Quality control
department does not exist).
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Perform Quality ControlInputs Tool & Techniques
.1 Project management plan
.2 Quality metrics
.3 Quality checklists
.4 Work performancemeasurements
.5 Approved change requests
.6 Deliverables
.7 Organizational processassets
.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 requestsreview
Outputs
.1 Quality controlmeasurements
.2 Validated changes
.3 Validated deliverables
.4 Organizational processassets updates
.5 Change requests
.6 Project management planupdates
.7 Project document updates
Adapted from PMBOK Guide, Fourth Edition
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Cause and effect diagram (Fishbone orIshikawa diagram)
Illustrate how various factors might be linked to potential
problems or effects.
Help find the root causes of defect so you can think ofhow you might prevent the defect in the future.
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Flowcharting Show how process or system flows from the
beginning to end & a picture of the whole process
In Plan quality: analyze potential future quality
problems & determine quality standards In Perform quality control: analyze quality
problems
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Histogram A vertical bar chart showing how often a particular variable
state occurred.
This tool helps illustrates the most common cause of problems
in a process by the number and relative heights of the bars.
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Pareto chart A specific type of histogram, ordered by frequency of
occurrence.
Helps identify which root causes are resulting in most
problems.
The project team should address the causes creating
the greatest number of defects first.
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Pareto chart
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Run chart A run chart shows the history and
pattern of variation.
Run charts show trends in a
process over time, variation over
time, or declines or improvements
in a process over time.
Example, trend analysis to monitor
technical performance to see How many
errors or defects have been identified?
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Scatter diagrams This tool allows the quality team to study and
identify the possible relationship betweenchanges observed in two variables.
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Inspection Looking at the deliverables and see if they conform to
documented standards and requirements.
The results of an inspection generally include
measurements and may be conducted at any level.
Inspections may be called reviews, peer reviews, audits,
or walkthroughs.
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Quality control measurements The documented results of quality control activities
in the format specified during quality planning.
Outputs from the inspections to show the numbers
of defects or numbers of tests that passed or failed.
Results from the repairs youve made.
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Validated Changes Any changed or repaired items are inspected and
will be either accepted or rejected before
notification of the decision is provided.
Validated deliverables
If defects found, the team needs to fix themand thenthose repairs need to be checked, to make sure thedefects are now gone.
Validated deliverables are an input to Verify Scope forformalized acceptance.
A goal of quality control is to determine the correctnessof deliverables.
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Quality MUST BE planned, designed, and built innot
inspected in.
Plan quality: find quality standards and requirements for
products and project management. Perform Quality assurance: determine if project comply
with organizational and project policies, processes, and
procedures.
Perform Quality control: identify causes of poor process or
product quality and recommend and/or take action toeliminate them.
Summary
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Definition of Quality
Quality v/s Grade
Gold plating
Prevention over Inspection
Marginal analysis
Continuous Improvement (Kaizen)Just in Time (JIT)
Total Quality Management (TQM)
Responsibility for quality
Impact of poor quality
Cost benefit analysis
Cost of Quality (COQ)Benchmarking
Design of Experiments (DoE)
Statistical Sampling
Quality Metrics
Key termsQuality Audits
Mutual Exclusivity
Probability
Normal Distribution
Statistical Independence
Standard Deviation (or Sigma)3 or 6 Sigma
Cause and effect diagram
Flowcharting
Histogram
Pareto chart
Run chartScatter diagram
Control chart
Rule of Seven
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