UWI SCHOOL OF BUSINESS & APPLIED STUDIES T/A ROYTEC

In determining the quality

standard for a project. They are
many choices, TQM, Six Sigma,
ISO, etc. Compare and Contrast
the similarities and differences of
these standards.
Student #20120410
Kirt Lee Baptiste
6/27/2013
#20120410 Project Monitoring & Control Kirt Lee Baptiste

Table of Contents
Introduction .................................................................................................................................................. 3
Total Quality Management (TQM)............................................................................................................ 4
TQM in Relation to Projects & Project Management ........................................................................... 4
Six Sigma ................................................................................................................................................... 5
Six Sigma Types ..................................................................................................................................... 5
Six Sigma in relation to Projects and Project Management.................................................................. 6
TQM versus Six Sigma ................................................................................................................................... 6
ISO ................................................................................................................................................................. 7
Conclusion ..................................................................................................................................................... 7
Appendix ....................................................................................................................................................... 8
References .................................................................................................................................................. 11
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Introduction
Before we can approach answering this topic one must understand what is meant by the term
quality standard. There are a slew of definitions for the term quality standard, but one
universal definition is difficult to unearth. If we dissect the word and merge the meanings of
each respective word, we can have a greater understanding of the term. Merriam-Webster
states that quality is a degree of excellence and a standard is something established by
authority, custom, or general consent as a model or an example. Merging the two should be
simply enough? A quality standard is a degree of excellence established by an authority as an
example. Correct? Maybe, two formal definitions of quality standard include:

1. Represents an agreed level of service or organisational performance that should be met

each and every time1.
2. Specifications of an operation with regard to products and service2.

Now that we understand what is meant by the term quality standard we can now discuss the
following quality standards measures in relation to determining the quality standard for a
project3. Therefore what measures do project managers put in place to ensure this level of
quality is ensured in this temporary endeavour which creates a unique product, service or
result?

1
http://wps.prenhall.com/chet_nra_foundations_2/163/41977/10746352.cw/content/index.html
2
http://www.ces-vol.org.uk/tools-and-resources/terms-and-definitions/Glossary
3
A project is defined as a temporary endeavour undertaken to create a unique product, service or result (Institute)
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Total Quality Management (TQM)

Total Quality Management (TQM) is a structured system for meeting and exceeding customer
needs and expectations by creating organization-wide participation in the planning and
implementation of breakthrough and continuous improvement processes (see Figure 1). It
integrates with the business plan of the organization and can positively influence customer
satisfaction and market share growth. It is also a system of management and a way of working,
not a program that an organization simply sets in motion and then walks away from. It is not
Statistical Process Control (SPC), project teams, employee involvement, or Quality Control. It is
a discrete form of organizational management that encompasses all levels of the organization
in a focused and ongoing effort to provide products and services that satisfy customer
demands. TQM is also unique because it is a system that is applicable across a wide variety of
business sectors and functions(Inc. and AC02233620]).

TQM in Relation to Projects & Project Management

It is very well known that every project has a lifecycle, thus, relating TQM to a project is very
simple. Total quality management (TQM) as it relates to project management is a technique or
strategy that is implemented to assure that an awareness of quality is embedded in all phases
of the project from conception to completion4. In layman terms, all this states that an
accepted level of quality should adhered to in/at all stages of the projects lifecycle (see Figure
1), in order to ensure a quality standard throughout the project.

If total quality isnt ensured at each and every stage of the project the success ratio of that
project could be negatively affected, hence, assuring that total quality is ensured at all times
instead of some times is a crucial and should be part of every project managers routine in
executing a project. Not adhering to this principle or strategy could lead to something called
the butterfly effect where problems or issues could arise later down in the sequence of events
relating to that particular project.

4
http://project-management-knowledge.com/definitions/t/total-quality-management-tqm/
#20120410 Project Monitoring & Control Kirt Lee Baptiste

Six Sigma
In 1986, Bill Smith, a senior engineer and scientist at Motorola, introduced the concept of Six
Sigma to standardize the way defects are counted.5 It was then popularised after then CEO of
General Electric (1995) made it the central focus of his business strategy in 1995.6

Six Sigma is a thorough and disciplined methodology that uses data and statistical analysis to
measure and improve a company's operational performance by identifying and eliminating
"defects" in manufacturing and service-related processes. Six Sigma standard is 3.4 defects per
million parts or 99.99966% of products manufactured are defect free.

Six Sigma is driven by understanding customer needs, disciplined use of facts, data and
statistical (probability and normal distribution) analysis, and diligent attention to managing,
improving and reinventing business processes.

Six Sigma efforts target three main areas:

1. Improving Customer Satisfaction 2. Reducing Process Cycle Time 3. Reducing Defects

Six Sigma Types

Therere two main types of Six Sigma Methodologies:

DMAIC (refer to Figure 4) which is an acronym for: Define Measure, Analyse, Improve, and
Control. It is directed towards improvement of existing product, process or service.

And DMADV (refer to Figure 3) which is an acronym for: Define, Measure, Analyse, Design, and
Verify. It is a strategy for designing new products, processes and services.

5
http://web.archive.org/web/20051106025733/http://www.motorola.com/content/0,,3079,00.html
6
http://www.pqa.net/ProdServices/sixsigma/W06002009.html
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Six Sigma in relation to Projects and Project Management

Similar to TQM the principles of Six Sigma if incorporated within the lifecycle of a project could
only prove beneficial, by ensuing a quality standard is adhered to with the projects lifecycle.

Six Sigma is a robust and continuous improvement strategy. If projects are implemented
properly, aiming to give value-added output to the customer becomes ingrained into the
companys culture. It brings about relevant and lasting changes in an organization as a whole.

TQM versus Six Sigma

TQM is a philosophy aiming for the achievement of quality in all products and processes. In
contrast, Six Sigma is a business system focusing on the systematic increase of a companys
profitability by reducing the variability in its processes (Wessel). Six Sigma would be in line with
the traditional TQM philosophy. It aims to achieve an increase in the process capability; but
only when a measurable contribution to the profits of a firm will be achieved.

Total Quality Management (TQM) as a concept was replaced by Six Sigma. Six Sigma includes all
tools and philosophies of TQM, and almost everything one would do in a Six Sigma project
could have and would have been done under TQM. But history of when and why TQM failed led
to some improvements, thus Six Sigma incorporates these.

One of the biggest differences between Six Sigma and TQM at Ford is that previous
philosophies focused on fixing the problem and did not worry about the cost. Thus, the main
difference between TQM and Six Sigma is based on the realisation that doing things effectively
and efficiently does not naturally mean that it is also contributing positively to the bottom line
namely profits and cash flows.

Even though both TQM and Six Sigma have their differences, they also have many similarities,
some of which include:

A customer orientation and focus

A process view of work

A continuous improvement mindset

A goal of improving all aspects and functions of the organizations

Databased decision-making

Benefits depend highly on effective implementation

 #20120410 Project Monitoring & Control Kirt Lee Baptiste

ISO
Since were on the topic of quality standards, its necessary we give an honourable mention to
ISO. ISO is an acronym for International Organization for Standardization7, which is the worlds
largest developer of voluntary International Standards. International Standards give state of the
art specifications for products, services and good practice, helping to make industry more
efficient and effective. Founded in 1947, ISO have published more than 19 500 International
Standards covering almost all aspects of technology and business, from food safety to
computers, and agriculture to healthcare, etc.

In relation to projects and project management, ISO standards help for good practice in project
management that will subsequently increase efficiency and maximize the effect of investments.
Two ISO standards in particular which aids in project management are: ISO 9000 and 21500.

The ISO 9000 Standards are highly helpful for project management. These standards focus on
management and leadership, especially with regards to quality management and processes. As
both of these play a vital role within project management8. In contrast ISO 21500 standard
benefits include9:

i. Encourage transfer of knowledge between projects and organizations for improved project
delivery

ii. Facilitate efficient tendering processes through the use of consistent project management
terminology

iii. Enable the flexibility of project management employees and their ability to work on
international projects

iv. Provide universal project management principles and processes

Conclusion
Whichever method or technique used as a quality standard could benefit a project, but it alls depends
on the type of project. For instance, short or small projects would benefit from all quality standards
discussed above but would all be truly beneficially to the success outcome of the project, some methods
could sacrifice valuable time. While this is true it is very important to note that a quality of standard
must be adhered to in any project undertaking as its a true means of delivering quality to a project.

7
http://www.iso.org/iso/about.htm
8
http://cobaltpm.com/effective-project-management-through-the-use-of-iso-standards/
9
http://www.iso.org/iso/home/news_index/news_archive/news.htm?refid=Ref1662
#20120410 Project Monitoring & Control Kirt Lee Baptiste

Appendix

Figure 1
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Figure 2
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Figure 3

Figure 4
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References

Inc., GOAL QPC, and A. AC02233620]. Total Quality Management Master Plan Research Report: An
Implementation Strategy. Goal Q P C Incorporated, 1990. Print.
Institute, Project Management. A Guide to the Project Management Body of Knowledge: Pmbok Guide.
Project Management Inst, 2008. Print.
Wessel, Godecke. "A Comparison of Traditional Tqm Methodologies with the Six Sigma Approach for
Quality Management." Six-Sigma-Quality. de, Hamburg, available at: www. wesselgo.
de/sixsigma/reference/SSQ2_Differ ence_TQM_SixSigma. pdf (accessed 15 April 2008) (2003).
Print.