lecture-4 quality g

8/14/2019 Lecture-4 Quality G

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INTRODUCTION TO

QUALITY MANAGEMENT

Project Quality Management


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A little boy went into a store, reached for a soda carton and pulled it over tothe telephone. He climbed onto the carton so that he could reach thebuttons on the phone and proceeded to punch in seven digits. The storeowner observed and listened to the conversation.

The boy asked, "Maam, Can you give me the job of cutting your lawn?" Thewoman replied, "I already have someone to cut my lawn."

"I will cut your lawn for half the price of the person who cuts your lawn

now." replied the boy. The woman responded that she was very satisfiedwith the person who was presently cutting her lawn .

The little boy was even more perseverant and said, "I'll even sweep yourcurb and your sidewalk, so on Sunday you will have the prettiest lawn in allof Palm beach, Florida." Again the woman answered in the negative.

With a smile on his face, the little boy replaced the receiver.

The store owner, who was listening to this conversation, walked over to theboy and said, "Son I like your attitude; I like that positive spirit and would

like to offer you a job."


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The little boy replied, "No thanks, I was

just checking my performance on thejob I already have. I am the one who is

working for the lady I was talking to!"


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WHAT IS MEANT BY QUALITY?"Quality is the ability of a product or service to consistently

meet customer expectations"

"Conformance to requirements"

"Fitness for use""Value to some person"

DIFFERENCE Between QUALITY & GRADE?

QUALITY MANAGEMENT


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Quality is fulfilling the customer requirements andgrade is the facilities or features in the product.

"You can choose a low grade product but

not the low quality product"


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DIFFERENCE Between PRECISION & ACCURACY

?MANAGEMENT RESPONSIBILITY

CUSTOMER SATISFACTION WITH NO GOLDPLATING

PREVENTION OVER INSPECTION

CONTUNOUS IMPROVEMENT MANAGEMENT RESPONSIBILITY

COST OF QUALITY (next screen)

COST OF POOR QUALITY/ NON-CONFORMANCE

QUALITY MANAGEMENT


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Failure Costs: Costs incurred by defective parts/products

or faulty services.

Internal Failure Costs: Costs incurred to fix problems thatare detected before the product/ service is delivered tothe customer.

External Failure Costs: All costs incurred to fix problems

that are detected after the product/service is delivered tothe customer.

Appraisal Costs: Costs of activities designed to ensure quality

or uncover defects.

Prevention Costs: All training, planning, customer assessment,

process control, and quality improvement costs to prevent

defects from occurring.

COST OF QUALITY/ POOR QUALITY


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WHAT IS QUALITY MANAGEMENT?

QUALITY MANAGEMENT

Quality Management includes the processes required to

ensure that project will satisfy the needs for which

it was undertaken.

Project Quality Management must address both; the

management and the product of the project.

Failure to either of the dimension can have serious

negative consequences for the project stakeholders.


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There are three (03) processes in this domain:

1. Plan Quality Management

2. Perform Quality Assurance

3. Control Quality

QUALITY MANAGEMENT


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1. PLAN QUALITY Management

Scope Baseline

Cost-Benefit AnalysisCost of Quality (Conf. / Non-conf.)Control ChartsBenchmarkingDesign of ExperimentsStatistical SamplingFlowcharting

Proprietary QM MethodologiesAdditional QM ToolsMeetings

QUALITY MANAGEMENT


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Cost-Benefit Analysis comparing cost of quality and the expected benefit.

Includes less reworks, higher productivity, Lower cost & > S.H. satisfaction

Cost of Quality includes all costs incurred over the project life to prevent non-conformance to requirements (Seven Basic Quality Tools)

Control Charts are used to determine process stability and predictableperformance.

Benchmarking is comparing your planned practices to those of comparableprojects.

Design of Experiment Statistical Method should be used during the planquality process to determine the number and types of tests and their impacton cost of quality.

Statistical Sampling is choosing part of population for inspection

Flowchartingis graphical relationship of processes in an activity.

Proprietary QM Methodologies include renowned tools like Six Sigma, ISOsetc.

Additional Quality Planning Tools include brainstorming, matrix diagrams

Tools & Techniques:PLAN QUALITY


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Comparison of Cost of conformance & non-conformance


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1. Part of Quality management

focused on providing confidence

that quality requirements will be

fulfilled

2. QA is process oriented

3. QA interprets and strives to

achieve customer requirements

and project specifications

4. Audits

QUALITY MANAGEMENTDifference Between QUALITY ASSURANCE AND QUALITY CONTROL

1. Part of Quality management

focused on fulfilling quality

requirements

2. QC is product oriented

3. QC helps QA to validate the

customer requirements and

project specifications

4. Inspections

QA QC


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QUALITY MANAGEMENT

2. PERFORM QUALITY ASSURANCE

Project Management PlanProcess Improvement PlanLearning Curve, F. Taylor (m.c)

Plan Quality and Perform QualityControl Tools and Technology

Quality Audits: structured,independent process todetermine if activitiescomply with policies and

standardsProcess Analysis


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Plan Quality & Quality ControlAs stated before in Plan Quality and would come in QualityControl later.

Quality Audits

are structured and independent review to determine whetherproject activities comply with the ones spelt out in QMP andproject policies & processes.

Process Analysis

is carried out to identify the effectiveness of process and

suggest improvement, if required.

Tools & Techniques:

PERFORM QUALITY ASSURANCE


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QUALITY MANAGEMENT

3. PERFORM QUALITY CONTROL

Project Management PlanQuality MetricsQuality ChecklistsWork Performance

measurements

Approved Change RequestsDeliverables

Cause and Effect DiagramControl ChartsFlowcharting

HistogramPareto ChartRun ChartScatter DiagramStatistical SamplingInspectionApproved Change Requestreview

Verified Deliverables


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Run Chart is a sort of control chart but without boundaries. Itshows the history and pattern of a variation.

Scatter Diagram shows the relationship between two variables.

Statistical Sampling Taking samples to test and observe nonconformance.

Inspection is examination of product to determine its conformance.It can be done at any time and are also used to verify defectrepairs. Also known as review, peer review, audit orwalkthroughs.

Approved Change Request Review All approved change requestsshould be reviewed to verify that they were implemented asapproved.

Tools & Techniques:

PERFORM QUALITY CONTROL


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QUALITY MANAGEMENT

QA/ QC TOOLS


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Fishbone/ Cause and Effect/ Ishikawa Diagram


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Basic Layout of

Cause-and-Effect Diagrams

CAUSE A CAUSE C

CAUSE DCAUSE B

EFFECT

EFFECT


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Basic Layout of


EFFECTPoor GasMileage

Methods

MaterialPeople

Machinery


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Basic Layout of



Methods

MaterialPeople

Machinery

Use wrong gearsDrive too fast

Underinflated tires

Carburetor Adjustment

Poor Maintenance

Poor driving habits

Improper lubrication

Poor quality gas


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Basic Layout of



Methods

MaterialPeople

Machinery

Use wrong gears

Drive too fast

Underinflated tires

Carburetor Adjustment

Poor Maintenance

Poor driving habits

Improper lubrication

Poor quality gas

Poor Hearing

Music too loud

Cant hear engine

Impatient

Always Late

Lazy

Rs:


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C t l Ch t


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Control Chart


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A typical Histogram


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Pareto Chart


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Scatter Diagram


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Run Chart


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Quality is the result of a carefully

constructed cultural environment. It has

to be the fabric of the organization, notthe part of the fabric

PHILIP CROSBY

lecture-4 quality g

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