Quality Management

Session 12
 Quality Management Definition
• It includes all 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 is
undertaken.
Source PMBOK 6th Edition

SR. NO. Process Name Process What it does?

group
8.1 Plan Quality Management Planning How project will demonstrate
compliance

8.2 Manage Quality Executing All about processes

8.3 Control Quality Monitor & Whether the performance is

Control as per plan
Quality Management Definitions

Precision & Accuracy♣

Precision Accuracy

• Precision means values of • Accuracy means measured

repeated measurements are
clustered and have very little
deviation
• Precision measurements are
not necessarily accurate
value it very close to the true
value
• A very accurate measure is
not precise

Project Manager and Project Management Team must

determine appropriate levels of accuracy and precision
Quality Management
Quality V/s Grade♣
Quality
• Quality is the degree to which a set of
inherent characteristics fulfill
requirements
Situation #1:
• You buy a flat for $ 2 million. It has 3 bedrooms,
and is on the 3rd floor of a 10 storied building that
has 100 other flats. The apartment complex has no
swimming pool and no club house
• You have settled in your apartment and you are
finding it very comfortable. You do not really miss
the pool and clubhouse
• You have settled in your apartment and have
realized the bathroom attached to the master
bedroom is leaking. Also, one of the tiles in the
drawing room has come off.
Project Manager and Project Management Team are responsible
for tradeoffs between quality and grade
Definitions
Grade
• Grade is a category assigned to
products/services having same functional
use but different technical features
Situation #2:
• Microsoft has announced the release of enterprise
version of their Office software that has Word,
Excel, PowerPoint, OneNote, Project and Access
bundled in it. All issues found in the earlier versions
have been closed.
• A student edition is also available but has just
Word, Excel and PowerPoint in it. While all bugs
found in the previous version have been closed,
this is meant for students and for home use only.
Quality Management Goldplating

Gold-plating
Gold-plating PMI-ism on Gold-plating

• Giving the customer • PMI does NOT

extras (functionality, better recommend gold plating
quality components, extra (your company may (e.g.
scope) Alpha Corp’s quality
• Sometime gold plating charter is to exceed
may not be planned but customer expectations)
may arise out of a team
member’s effort to outdo
others. PM’s need to
watch-out.
Quality Management

Who Owns the Quality?

Quality Quality
Assurance Control

Project
Management
Manager
Quality Management Plan Quality Management

Plan Quality Management

• Process of determining standards and process of compliance

Why is it done?

• To meet customer requirements

• To implement the standards required by the customer, or in case
there are no standards specified implement the company
standards in projects
Quality Management Plan Quality Management

Example: Benchmarking
Productivity Data
Best Project Executed thus far
in the company V/s Your Project
Benchmark

Your
Example: Flow Chart
data Example: Flow Chart

Step 1 Step 2 Step 3

Yes D
Step 5 Step 4

No
Quality Management Plan Quality Management

Example: Quality Control Chart

Temperature is used as measure output of a production process. When the process is in control, the
mean of the process is 45 degrees, and the standard deviation is 0.5.
Quality Management Plan Quality Management

More on Control Charts

Quality Management Plan Quality Management

Ishikawa / Fishbone / Cause-Effect Diagram

Fix
machine Train
or procure Chef
new one Machine Man

Machine faulty, did not

New chef, trying out lemonade
squeeze out all of lime juice
for the first time

Lemonade not tasting

good

Lime procured very dry &

small

Too little lime & more of

water added
Materials
Document
proportion
of mix &
train
Quality Management Plan Quality Management

Histogram
Quality Management Plan Quality Management

Pareto Chart / 80-20 Chart

Quality Management Plan Quality Management

Scatter Diagram
Quality Management Plan Quality Management

Run Chart
Quality Management Plan Quality Management

Six-Sigma - Memorize
• +/- 1 sigma is equal to 68.26%, which is the percentage of
observations to fall between control limits
• +/- 2 sigma is equal to 95.46%
• +/- 3 sigma is equal to 99.73%
• +/- 6 sigma is equal to 99.99985%
Quality Management Plan Quality Management

Example: Design of Experiments

Chassis Transmission Fuel System Engine Wheels & Tires Ride Quality
System (1-10)
Al. Ladder Korea DTS Gasoline Cummins Bridgestone 5
Byers Bharat Axles Diesel F-Drtor Michelin 5.5
Gasgoo Korea DTS Diesel Cummins Michelin 6
Byres Korea DTS Gasoline F-Drtor Bridgestone 9

Best result (Ride Quality of 9) achieved by combination of these factors

Quality Management Plan Quality Management

Cost of Quality

• Includes all costs incurred in prevention of non-conformance to requirements, appraisal costs

as well as failure costs.
• Cost of conformance < Cost of non-conformance

Cost of Cost of non-

conformance conformance
• Prevention Costs • Internal Failure Costs
• Training on project • Rework on a module
specific skills (eg. Java
programming, DB2) • Scrap code written
• Automated code review
on a module and
tool write fresh code
• Appraisal Costs • External Failure Costs
• Code Reviews • Loss of reputation &
• System & Integration hence business
Testing • Warranty costs
Quality Management Plan Quality Management

Miscellaneous Terms
Standards Regulations
A Standard is something that is A regulation is mandatory.
approved by a recognized body.

Employs rules, guidelines or Issued by Government

characteristics that should be authorities or institutes.
followed

e.g. PMP Any Govt. regulation

Quality Management Manage Quality

Manage Quality
• Process of auditing projects and performance results of
projects to determine if quality requirements are indeed
being met by compliant projects or if processes need to
change to meet quality requirement

Why is it done?

• To reduce waste and non-essential activities from the

project processes
• To ensure consistency in deliverables of an organization
Quality Management Quality Assurance Tools Control Quality

Tools & Techniques

• Checklists
• Alternative Analysis
• Document Analysis
• Process Analysis
• Root Cause Analysis
• Decision Making
• Affinity Diagram
• Cause & Effect Diagram
• Flowcharts
• Histograms
• Matrix Diagrams
• Scatter Diagram
• Audits
• Design for X (DfX)
• Problem Solving
• Quality Improvement
Quality Management Control Quality

Control Quality

• Process of recording measurements of performance of quality

activities, to monitor it and recommend changes if
measurements indicate deviations from pre-defined standards

Why is it done?

• To detect defects internally before customer finds them

• To check if the deliverables are meeting customer
requirements, and if not, to take corrective actions
Quality Management Quality Control Tools Control Quality

Tools & Techniques

• Checklists
• Check sheets
• Statistical Sampling
• Questionnaires & Surveys
• Performance Reviews
• Root cause Analysis
• Inspection
• Testing/ product evaluation
• Cause Effect Diagram
• Control Charts
• Scatter Diagram
• Histogram
• Meetings
Quality Management

Assurance V/s Control

Quality Assurance Quality Control

Quality Assurance aims to prevent Quality Control aims to identify the
defects with a focus on the defects in the finished product.
process used to make the
product.

Proactive Reactive
Which tools are used in which process(es)
Tools & Plan Manage Control Quality
Techniques Quality Quality
Control Charts
Design for X
FishBone Diagram
Audits
Inspection
Pareto Chart
Statistical
Sampling
Flowcharts
Design of
Experiments
Checklists