Quality Management

Quality MGMT
Processes
Plan Quality Management Planning

manage Quality Assurance Execution

Control Quality Monitoring and Control

 Definitions & Notes
Project Quality Management works to ensure that the project requirements,
including product requirements, are met and validated.

Quality as a delivered performance or

result is “the degree to which
a set of inherent characteristics
fulfill requirements” (ISO 9000)

Grade as a design intent is a category

Assigned to deliverables having
the same functional use
but different technical characteristics.

Ex. Mobile Phone 3310 is less Grade than Samsung Smart Phone but may be 3310
Bear the hits and working well and its battery last to 3 days but may be Smart phone
not working properly and his Colors is fluctuated and his can’t bear more hits
moreover its Battery last for 1 Day only . So in this Example 3310 Low Grade but High
Quality , Smart Phone High Grade but Low Quality .
Precision is a measure of exactness .
Accuracy is an assessment of correctness.

Cristiano Ronaldo Kicked 4 Penalties ,

The 4 Penalties were Goals
“High Accuracy”
And the 4 Penalties were on the High
Left side of Goal Keeper
“High Precision”

The basic approach to project quality management is intended to be compatible with

International Organization for Standardization (ISO) quality standards.
Customer satisfaction. Understanding, evaluating, defining, and managing
requirements so that customer expectations are met. This requires a combination of
conformance to requirements (to ensure the project produces what it was created to
produce) and fitness for use (the product or service needs to satisfy the real needs).

Prevention over inspection…. The cost of preventing mistakes is generally much

less than the cost of correcting mistakes when they are found by inspection or during
usage.

Continuous improvement. The PDCA (plan-do-check-act) cycle is the basis for

quality improvement as defined by Shewhart and modified by Deming.

Quality is the Responsibility of Whole Team but the Ultimate Responsibility with
PM .
Cost of quality refers to the total cost of the conformance (Training-Inspection)
work and the nonconformance work (Rework) .
Poor Quality Impact:
Rework - delay - increased cost - low customer satisfaction - increased risk.
Example : My Project was building a School with 3 floors and each floor has 4
Classes and each class has 10 Desks so the Scope done as agreed but the Customer
rejected it as The Desks Wood Types wasn’t as agreed so you lost customer
satisfaction and will rework in the desks and lost Cost .
 Quality Gurus
• Is known for his “FITNES FOR USE”
• That is, stakeholders and customers’
expectations are met or exceeded
• Conformance to Specifications

Joseph M. Juran
 Quality Gurus
• Crosby devised the “Zero Defects” practice
• That is, DO IT RIGHT THE FIRST TIME
• He says, that costs will increase when quality
planning isn’t performed upfront, which means,
rework, affecting productivity
• Prevention is the KEY

Philip B. Crosby
 Quality Gurus
• Suggested that as much as 85% of quality issues is
management problem
• Deming proposed that workers cannot figure out quality
on their work and thus cannot perform at their best
• Workers need to be shown what acceptable quality is
• Deming is major contributor of Total Quality
Management
(TQM)
W. Edwards Deming
 Total Quality
Management
• Total Quality Management (TQM )
• Says that the process is the problem, not people
• TQM stipulates that quality must be managed in and that
quality improvement should be a continuous way of doing
business.
Six Sigma
• Is a quality management approach
• Mostly used in manufacturing and services industries
• Is a measurement based strategy that focuses on process
improvement and variation reduction by applying Six
Sigma methodologies
 Total Quality
Management
Six Sigma
• It follows methodologies
DMADV
Define, Measure, Analyze, Design, and Verify
DMAIC
Define, Measure, Analyze, Improve, and Control
• Six Sigma aims to eliminate defects and stipulates
that no more than 3.4 defects for million
operations.
 Continuous improvement
 Represent continual improvement of process
and customer satisfaction
 Involves all operation and work units

Kaizen
 KAI = change
 ZEN = good (for the better)
 Kaizen = continuous improvement
 Total Quality
Management
Kaizen technology
• A quality philosophy of applying continuous
small improvements to reduce costs and
ensure consistency.
Marginal analysis
• The cost of the incremental improvements to a
process or a product are compared against the
increase in revenue made from the improvements.
 Total Quality
Management
• The project team should adopt the quality policy of
the organization to guide the project implementation
• Project manager should document how the project
will fulfill the quality policy in project management
and deliverables
• If quality policy is not adoptable to the project or the
organization does not have a quality policy, the
project team should create a quality policy for the
project
• Quality is planned, designed, and built in – not
inspected
 Shewhart’s PDCA Model
 Total quality management ensures that every single
employee is working towards the improvement of
work culture, processes, services, systems and so on
to ensure long term success.
 Total Quality management can be divided into four
categories:
 Plan
 Do
 Check
 Act
this is referred to as PDCA cycle.
Just in time (JIT)
 Plan Quality Management

Plan Quality Management is the process of identifying quality requirements

and/or standards for the project and its deliverables, and documenting how the
project will demonstrate compliance with relevant quality requirements.

The key benefit of this process is that it provides guidance and direction on how
quality will be managed and validated throughout the project.
 Project Quality Management
01. Plan Quality (Planning)

Q u a l i t y M a n a g e m e n t
8.1 Plan Quality

Inputs :
 Project Management Plan
 Project documents
 Project charter ■ Organizational Process Assets
■ Enterprise Environmental Factors
Tools and Techniques :
 Data gathering
 Expert judgment ■ data representation
 Data analysis ■ decision making
 Test and inspection planning ■ Meetings
Outputs :
 Quality Management Plan ■ project management Plan update
 Quality Metrics
 Project Documents Update
I/P:
1-Project Management Plan…
 Scope Baseline …The project scope statement contains the
project description, major project deliverables, and acceptance
criteria.
 Requirements management plan
 Risk management plan
 Stakeholder engagement plan
2. Project documents

 Stakeholder Register….The Quality Manager in the Buyer Side , Like acceptance

Manager and his Team who will inspect the sites to approve it and also to meet
with them to clear unclear issues in acceptance criteria .
 Assumption log

 Risk Register….. Ex. There is a risk that the Resource can’t proceed in task
properly so it will has an impact on quality .
 Requirements Documentation….Includes all Requirements and its Acceptance
Criteria .
3.EEF…..Governmental Regulations and Standards if your project with Government
like making new buildings and the Governmental regulation like you must work with
Local Materials and it is Forbidden to get Materials from Outside the Country or you
work in Social Project in Poor Area so you will use low grade of hand mixers for
Water or low Grade of Woods and so on , The Failure Rate of Android was 50% so
from Side of I-Phone I must be less than this Number for Marketing and Competition .

4.OPA….Organizational Quality Policies in case of internal Project , Lessons Learned

and Templates .
T&T:
Data analysis
1-Cost-Benefit Analysis….. The primary benefits of meeting quality requirements
include less rework, higher productivity, lower costs,
increased stakeholder satisfaction, and increased profitability.
A cost-benefit analysis for each quality activity compares the cost of the quality step to
the expected benefit.
Ex. Building Hotel 5 Stars in Public Area or Hiring Quality Auditor and this will be
beneficial as it will decrease the Snags on sites like the Customer approve the Normal
Cup of Tea , Why you will use Golden Cup Of Tea and he will not pay the Differences
or like that Large Segments need Mobile With Camera and not large and can access
internet and High Volume with Low Price so they released the Chinese
Mobile or to get benefit of the Quality without affecting the Budget you may will get
Non-Famous instructor instead of Famous one to train your Teams .

2-Cost of Quality (COQ)…..

Note: Failure costs are also

called cost of poor quality

Ex. I need to train my teams on

PMP before proceeding
in the Project but I have limited Budget so I will get Non-Famous instructor instead
of Famous one or like i need to test my Cables but I have limited Budget so I will buy
an old version of tester not the new one .
 Project Quality Management (6/18)
Plan Quality (Planning)

TT Cost of Quality:

Cost of Conformance Cost of Nonconformance

Money spent during the project to avoid failure Money spent during and after the project because of failures

•Training
•Equipment Internal Failure •Rework
Prevention
•Document processes (Found by the project) •Scrap
•Time to do it right
•Testing •Liabilities
External Failure
Appraisals •Destructive testing loss •Warranty work
(Found by the customer)
•Inspections •Lost business
• Data representation
 Flowcharts
 Logical data model
 Matrix diagrams
 Mind mapping
Data gathering
 Benchmarking
 Brainstorming
 Interviews
Decision making
 Multi-criteria decision analysis
O/P:
1-Quality Management Plan….. describes how the organization’s
quality policies will be implemented. It describes how the
project management team plans to meet the quality
requirements set for the project , it includes (UL LL USL LSL) ,
You will sample 10 Samples from each 100 , Who will be the
responsible for Control and Assurance , The Formats of Audit
Sheet and Control Measurements and ,….
The style and detail of the quality management plan are
determined by the requirements of the project , It includes
the Number of needed Tests and Number of needed Audits
and the Quality Standard and who will be responsible for
Audit or inspection.
2.Quality Checklists……used to verify that a set of required steps has
been performed. Based on the project’s requirements and practices,
Quality checklists should incorporate the acceptance criteria included in the scope
baseline.

3-Project Documents Update…..

 Lessons learned register
 Requirements traceability matrix
 Risk register
 Stakeholder register
 7 basic quality Tools
 Tools for generating ideas
 Check sheet
 Scatter diagram
 Cause and effect diagram

 Tools to organize data

 Pareto charts
 Process charts (flow diagrams)

 Tools for identifying problems

 Histograms
 Statistical process control


3-Seven Basic Quality Tools…..
Cause-and-effect diagrams….. “fishbone diagrams or as Ishikawa diagrams” ,
Trace the problem’s source back to its actionable root cause.
Fishbone diagrams often prove useful in linking the undesirable effects seen as
special variation to the assignable cause upon which project teams should implement
corrective actions to eliminate the special variation detected in a control chart.
Flowcharts….. “” process maps”” they display the sequence of steps and
the branching possibilities that exist for a process that transforms one or more inputs
into one or more outputs.
Flowcharts may prove useful in
understanding and estimating the cost of quality
in a process.

Checksheets…. “”tally sheets””

Checksheets are used to organize facts
in a manner that will facilitate the
effective collection of useful data about
a potential quality problem. For example,
data about the frequencies or consequences
of defects collected in checksheets
are often displayed using Pareto diagrams.
Process chart example
 Check sheet
A structured, prepared form for collecting and analyzing data; a generic tool that can be
adapted for a wide variety of purposes
Scatter Diagram “correlation charts”…..
You are analyzing the pattern of accidents on a highway. You select the two
variables: motor speed and number of accidents, and draw the diagram.
Once the diagram is completed, you notice that as the speed of vehicle increases, the
number of accidents also goes up. This shows that there is a relationship between the
speed of vehicles and accidents happening on the highway.

Keyword: 2 Variables .

It is used to estimate how a change

to the independent variable will
influence the value of the dependent
variable.
 Scattered diagram
Graphs pairs of numerical data, one variable on each axis, to look for a
relationship.
Pareto Diagram “80/20 Rule”… a special form of vertical bar chart and are used to
identify the vital few sources that are responsible for causing most of a problem’s
effects.
The Pareto diagram will be organized into categories that measure either
frequencies or consequences .
80% from the Problems happened because of 20% from Reasons so solve the
Greatest Problems and the Situation will be improved .
 Pareto analysis
Shows on a bar graph which factors are more significant.
Histogram…. special form of bar chart and are used to describe the central tendency
, dispersion, and shape of a statistical distribution.
histogram does not consider the influence of time (It concentrates on Problems , not
important The Time )on the variation that exists within a distribution.

Pareto order the defects from Greatest to lowest But Histogram without Order
Ex. Call center hold the Call too long time and this Problem happened 10 times what
is the Benefit of the Time of this ? No Benefit .

If you have big Project with Big Problems so you need to represent the Important
Problems in order and focus on it so you will use Pareto .
 Histograms
• Histogram is a bar chart to show
frequencies of causes of problems to
understand preventive or corrective action
and Histogram helps in prioritizing factors
and identify which are the areas that needs
utmost attention immediately.
Control Charts…. are used to determine
whether or not a process is stable
or has predictable performance.
Upper and lower specification limits are based on
requirements of the agreement.
Upper and lower control limits are Organization Limit .
Ex. The Success Score is 100 from 200 but you
add another limit to be more competent in you
Study like 150/200 .
The project manager and appropriate
stakeholders may use the statistically
calculated control limits to identify the points
at which corrective action will be taken
to prevent unnatural performance.
the control limits are generally set at ±3 s
Around process mean that has been set at 0 s.
A process is considered
out of control when:
(1) a data pointe exceeds a control limit;
(2) seven consecutive plot points are
above the mean; or
(3) seven consecutive plot points
are below the mean.
Design of Experiments…. (DOE) is a statistical method for identifying which factors
may influence specific variables of a product or process under development or in
production.
DOE may be used during the Plan Quality Management process to determine the
number and type of tests and their impact on cost of quality.
What is number of tests I will need , The one Test cost will be 100SDG and I need 5
Test to get the Efficiency so 5*100=500
It provides a statistical framework for systematically changing all of the important
factors, rather than changing the factors one at a time.
Analysis of the experimental data should provide the optimal conditions for the
product or process .

Ex. When you arrange your Furniture in your

new home so you will Put the Antreeh in
front of the sofra then I get the Salon
beside the Antreeh and so on till
reach to the Optimum Arrangement .
You will go in Wedding Party ,
so you wear blue chemise with black
trousers and with yellow tie then you changed the Blue Chemise with White one and
see yourself in mirror and so on .
benchmarking
 Manage quality
Definition
The process of translating the quality
management plan into executable quality
activities that incorporate the organization’s
quality policies into the project.
 manage Quality

The key benefit of this process is that it facilitates the improvement of quality
processes.
Quality assurance seeks to build confidence that a future output or an unfinished
output, also known as work in progress, will be completed in a manner that
meets the specified requirements and expectations.
Manage Quality also provides an umbrella for continuous process improvement
Continuous process improvement reduces waste and eliminates activities that
do not add value. This allows processes to operate at increased levels of efficiency
and effectiveness.
 Project Quality Management
02. manage Quality (Executing)

Q u a l i t y M a n a g e m e n t
8.2 manage Quality
Inputs :
 Project management plan
 Project documents
 OPA
Tools and Techniques :
 Data gathering
 Data representation
 Data Analysis
 Decision making
 Audits
 Problem solving
 Design for X
 Quality improvement method
Outputs :
 Change Requests
 Project Management Plan Updates
 Project Documents Updates
I/P:
1-Quality Management Plan…. How to make the Assurance and what is the
Number of Audit and what is the Standard .

2-Process Improvement Plan….To be checked that the Team aligned with it and to
follow its Procedures for Improving .

3-Quality Metrics…..to Check the Metrics which was defined in the Plan and for any
problem , I must check the Process which lead to that.

4-Quality Control Measurements….. Quality control measurements are the results

of control quality activities. Quality control measurements can also compare the
processes used to create the measurements, and validate actual measurements to
determine their level of correctness.
Ex. You are in Preparation for PMP Exam so you try to solve 200 Q in 4 Hrs. but in
first one you found that you took 5 hrs. as you though in each question more time so
to adjust that you decided to not take more than 1 minute in each question and if I
don’t know his answer I will choose any choice and Mark it and move to the Next ,
you found that you could to finish the Exam in 3.5 hrs. and reviewed the Marked ones
in the Remaining Time . (Check the Performance of New Process)
T&T:
1-data representation
Affinity diagrams….. Used to
generate ideas that can be linked
to form organized patterns
of thought about a problem.
(The Problem and classify it
that the Problem may be
from People or Equipment
and so on)
Process decision program charts
(PDPC)….
Used to understand a goal in
relation to the steps for getting
to the goal.
The PDPC is useful as a method
for contingency planning because
it aids teams in anticipating
intermediate steps that could
derail achievement of the goal.
.
.

Matrix diagrams….. The matrix diagram seeks to show the strength of relationships
between factors, causes, and objectives that exist between the rows and columns that
form the matrix.
What I need to get ?
I need to Prepare to make the
Delivery man so kind and
Respectable so this needs
Training and Control but it is not
Related to improve the Kitchen
Process .
 Cause-and-effect
 diagrams
 Flowcharts
 Histograms
 Matrix diagrams
2.Quality Audits……is a structured, independent process to determine if project
activities comply with organizational and project policies, processes, and procedures.
The objectives of a quality audit may include:
• Identify all good and best practices being implemented.
• Identify all nonconformity, gaps, and shortcomings.
• Share good practices introduced or implemented in similar projects in the
organization and/or industry.
• Proactively offer assistance in a positive manner to improve implementation of
processes to help the team raise productivity .
• Highlight contributions of each audit in the lessons learned repository of the
organization.
Quality audits may be scheduled or random, and may be conducted by internal or
external auditors.
3.Data analysis
 Alternatives analysis
 Document analysis
 Process analysis
 Root cause analysis
4.Data gathering
 Check list
 Design for X
The X in DfX can
be different aspects of
product development,
such as reliability,
deployment, assembly,
manufacturing, cost,
service, usability, safety,
and quality.
O/P:

1-Change Requests….. I found that I will need to some improvements , Change

requests are used to take corrective action, preventive action, or to perform defect
repair.

2-Project Management Plan Updates….If you have changed the Process to

improve the Problem so you will need to change for Example the No. of Audits or the
Auditor in Quality plan or add some tasks of New Process in WBS and can increase
the Time and the Cost .
 Quality management plan
 Scope baseline
 Schedule baseline
 Cost baseline

3-Project Documents Updates…. May be I need to plan training for some

Employees so I must update the Training Documents and also update the Modified
 Issue log
 Lessons learned
 register
 Control Quality

Control Quality is the process of monitoring and recording results of executing the
quality activities to assess performance and recommend necessary changes.

The key benefits of this process include:

(1) identifying the causes of poor process or product quality and recommending
and/or taking action to eliminate them.

(2) validating that project deliverables and work meet the requirements specified by
key stakeholders necessary for final acceptance
 Control Quality
Notes
• Quality Control is to monitor and measure project
results to determine that the results are as per
quality standards
• QC measures performance, scheduling and cost
variances
• QC occurs throughout the life of project
 Control Quality
• Project team should do the following QC
activities
Conduct statistical quality control
Inspect the product to minimize errors
Study special causes to determine anomalies to
quality
Check the tolerance range to determine if the
results are within acceptable level of quality
 Project Quality Management
03. Control Quality (M/C)

Q u a l i t y M a n a g e m e n t
8.3 Control Quality

Inputs :
 Project Management Plan ■ Work Performance Data
 Approved Change Requests ■ Deliverables
 Project Documents
 EEF ■ OPA
Tools and Techniques :
 Data gathering ■ inspection
 Data analysis testing/ product evaluation
 Data representation ■ meeting
Outputs :
 Quality Control Measurements
 Verified Deliverables ■ Work Performance Information
 Change Requests ■ Project Management Plan Updates
 Project Documents Updates
Prevention
(keeping errors out of the process)
Inspection
(keeping errors out of the hands
of the customer)
Attribute sampling (the result either conforms or does not
conform)
variables sampling (the result is rated on a continuous scale
that measures the degree of conformity)
Tolerances (specified range of acceptable results) “Product”
control limits (that identify the boundaries of common
variation in a statistically stable process or process
performance) “Process”
I/P:

1-Project Management Plan… It contains Quality MGMT Plan to know how to

control the Quality .
2.Project documents

Quality Metrics…. To check if the Metrics achieved or not and how test that like
Tester or Site Master (RSL or VSWR)
Lessons learned register
Test and evaluation documents
3-Work Performance Data…. Schedule and cost and Technical Performance to
check that they are still aligned with the Plan .

4-Approved Change Requests….To confirm that the Change Requests has been
implemented in proper time and in right way as we check it after be implemented by
Direct and Manage project work .

5-Deliverables… Which will be inspected internally before be inspected by Customer

in Validate Scope .
T&T:

1.Inspection….. is the examination of a work product to determine if it conforms to

documented standards.
Inspections maybe called reviews, peer reviews, audits, or walkthroughs. In some
application areas, these terms have narrow and specific meanings. Inspections also
are used to validate defect repairs (Confirm that the Repair has been Done)
2.Data gathering
 Checklists
 Check sheets
 Statistical sampling
 Questionnaires and surveys
3.Data analysis
 Performance reviews
 Root cause analysis

O/P:

1-Quality Control Measurements…. You exceeded 4 hrs. in the Exam Simulation so

.

2-Verified Deliverables…. A goal of the Control Quality process is to

determine the correctness of deliverables.
Verified deliverables are an input to Validate Scope

3-Work Performance Information….. causes for rejections, rework

required, or the need for process adjustments.

4-Change Requests….. If the recommended corrective or preventive

actions or a defect repair requires a change to the project
management plan

5.Project Management Plan Updates…. Some Processes need

Improvements so I need to Update the Process Improvement plan to
update the last used Process for Upcoming Similar Activities or for
Upcoming Projects .
6-Project Documents Updates….. Training Plan to update the
 Project Quality Management
Control Quality (M/C)

Follow # < Definitions >

Mutually Exclusive: Two events cannot occur at the same time

Ex: Tossing a coin can result in either heads or tails, but not both

Statistically Independent: The occurrence of one event does not affect the
probability of the other
Ex: The event of getting a 6 the first time a die is rolled and the event of getting
a 6 the second time are independent

Standard Deviation: How far you are from the mean (not Median)
Area under Normal Distribution curve will be:
1σ = 68.26 % 2σ = 95.46 %
3σ = 99.73 % 6σ = 99.99985 %
A quality problem occurred, the project manager meets the team to
analyze if the product meets quality standards or not? In which process
the project manager and the team are involved?

A. Plan quality
B. Perform quality assurance
C. Control quality
D. Quality Audit
A quality problem occurred, the project manager meets the team to
analyze if the product meets quality standards or not? In which process
the project manager and the team are involved?

A. Plan quality
B. Perform quality assurance
C. Control quality
D. Quality Audit
You are a project manager and you want to perform some analysis of
defects and problems that have been discovered in the project. Which
chart can reveal factors might be linked to potential problems within
your project?

A. Ishikawa diagrams
B. Control charts
C. Pareto charts
D. Flowcharts
You are a project manager and you want to perform some analysis of
defects and problems that have been discovered in the project. Which
chart can reveal factors might be linked to potential problems within
your project?

A. Ishikawa diagrams
B. Control charts
C. Pareto charts
D. Flowcharts
Which type of diagram includes groups of information and shows
relationships between factors, causes, and objectives?

A. Affinity
B. Scatter
C. Fishbone
D. Matrix
Which type of diagram includes groups of information and shows
relationships between factors, causes, and objectives?

A. Affinity
B. Scatter
C. Fishbone
D. Matrix
6-Statistical Sampling……Statistical sampling involves choosing part of a
population of interest for inspection (for example, selecting ten engineering drawings
at random from a list of seventy-five).
Sample frequency and sizes should be
determined during the Plan Quality Management
process so the cost of quality will include
the number of tests, expected scrap,
Ex. The Team finished 100 sites so I will check
10 Random Sites only and can know the Cost of Quality
, I need to test more Sizes and Samples of New Mobiles
before Releasing so I may scrap the Faulty one
in case of I try to check his ability to bear the Hits .
PMP Application Random Audit is Statistical Sampling .

Additional Quality
Planning Tools
Force field analysis.
These are diagrams
of the forces for and
against change.