CH (8)

Hot Topics
Quality Management

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 CH ( 8 ) Quality Management 2

Introduction
This knowledge area requires you to understand three processes, as
described in the book PMP® : Plan Quality Management, Manage
Quality, and Control Quality.
Make sure you are familiar with the tools and techniques of quality
management. If other departments are doing that work, you need to
understand how their results impact your project.
If you are trained in quality, bear mind that the approach tested on the
exam may differ from what you are used doing.

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What is the process of quality management?

Plan Quality Management
Manage Quality
Control Quality

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What are the key outputs of the plan quality Management

process?
Quality management plan
Quality metrics
Updates to project management plan and project documents

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What are the key outputs of the Manage Quality Process?

Test and evaluation documents
Quality reports
Quality requests
Updates to project management plan and project updates

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What are the key outputs of the control quality

process?
Quality control measurements
Validated changes
Work performance information
Updates to project management plan and project documents
Change requests
Verified deliverables

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What is the definition of quality?

The degree to which the project fulfills
requirements

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How does quality differ from grade?

Whereas quality is the degree to which a
project (or deliverable)
Fulfills requirements, grade refers to a general
category or classification of a deliverable or
resource that indicates common function, but
varying technical specifications

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What does gold plating mean?

Adding extra items and services to customer
deliverables that do not necessarily contribute
added value or quality

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Why is ‟ Prevention over inspection ˮ

important?
Because the cost of avoiding or preventing
mistakes is much less than the cost of
correction them

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What does continuous improvement

involve?
Continuous improvement involves
continuously looking for ways to improve
the quality of work, processes, and
results

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How much inventory is maintained in a just in

time (JIT) environment?
How does this affect attention to quality?
Little inventory is maintained
If forces attention to quality as well as schedule

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Who has responsibility for quality on a project?

Although team members must inspect their own
work, the project manager has the ultimate
responsibility for quality

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What are some tools and techniques that are

used in plan quality management process?
Interviews Flowcharts
Brainstorming and benchmarking Test and inspection planning
Decision-making Meetings
Cost-benefit analysis
Cost of quality (COQ)
Logical data models
Matrix diagrams
Mind mapping

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Define benchmarking?
Define cost-benefit analysis?
- Benchmarking: comparing your project to other projects or
organizations to establish quality metrics, acceptable variance
ranges, and measure quality
- Cost-benefit analysis: comparing the costs of an effort to the
benefits of that effort

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What are the impacts of poor quality?

Increased costs
Decrease profits
Low morale
Low customer satisfaction
Increased risk
Rework

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What does the cost of quality (COQ) do?

 Ensures the project is not spending too much to achieve a particular level of
quality
 What are examples of costs of conformance and costs of nonconformance?
 Costs of conformance:
 Quality training
 Studies
 Measuring quality of interim deliverables
 Surveys

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 What are examples of costs of conformance and costs of nonconformance?
 Costs of conformance:

 Quality training

 Studies

 Measuring quality of interim deliverables

 Surveys

 Efforts to ensure everyone knows the processes to use to complete their work

Costs of nonconformance:

 Rework

 Scrap

 Inventory costs

 Warranty costs

 Lost business

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What are costs of nonconformance associated with?

Which should be greater, the costs of conformance or
nonconformance?
Costs of nonconformance are associated with poor quality
The costs of conformance should be less than the costs of
nonconformance

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What is marginal analysis?

An analysis focused on finding the point at which
the benefits or revenue to be received from
improving quality equals the incremental cost to
achieve that quality

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What is a logical data model?

It contains a description of the quality needs of the
project and is used to understand the requirements,
clarify business rules, and define processes

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What does a flowchart show?

How a process or system flows from beginning to
end, how the elements interrelate, alternative
paths the process can take, and how the process
translates inputs into outputs

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What is the purpose of test and inspection

planning?
For the team to determine how it will confirm
that the requires level of quality has been
achieved in the completion of project
deliverables, and how the deliverable will be
evaluated for performance and reliability

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What are quality metrics?

Specific measures of quality that the project
manager uses to determine how the project is
performing

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What are some of the tools and techniques used in the manage quality
process?
Process analysis
Checklists
Root cause analysis
Cause-and-effect diagrams Multicriteria decision analysis
Histograms Flowcharts

Scatter diagrams Affinity diagrams

Document analysis Audits

Design for X
Alternatives analysis
Problem-solving

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What is design of experiments?

A technique that allows you to systematically
change the important factors in a process and see
which combinations have an optimal impact on
the project deliverables
What is the purpose of failure analysis?
It analyzes failed components of deliverables, or
failed processes to determine what led to that
failure

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What does mutual exclusivity mean?

Two events are said to be mutually exclusive if they
cannot both occur in a single trial (for example,
flipping a coin once cannot result in both a head
and a tail)
In what form is probability usually expressed?
As a decimal or fraction

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What is a normal distribution curve?

A bell-shaped frequency distribution curve used to measure
variation
This is the most common probability density distribution chart
What is statistical independence?
The probability of event‟ B ˮ occurring does not depend on event
‟Aˮ occurring (for example, the probability of rolling a six on a die is
statistically independent from the probability of getting a five on the
next roll)

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What does sigma signify in a process?

What's another name for sigma?
It is a measure of how far you are from the mean
(not the median)
Standard deviation

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Name some control quality tools and techniques.
Checklists and checksheets Meetings
Statistical sampling
Questionnaires and surveys
Performance reviews
Root cause analysis
Inspection
Control charts
Cause-and-effect diagrams
Histograms
Scatter diagrams

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What is a quality checklist?

A list of items to inspect, a list of steps to perform, or a picture
of an item to be inspected, with space to note any defects
found
How does a check sheet differ from a quality checklist?
Although a check sheet is a type of checklist, its primary
purpose is to keep track of data
In control quality, checklists are used to determine that all
required features and functions are included, and that they
meet acceptance criteria

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What is statistical sampling?

Inspecting by testing only part of a population (a statistically valid
sample)
What is a control chart?
What are control limits?
Control charts are used in control quality to help determine if the
results of a process are within acceptable limits
Control limits are the acceptable range of variation on a control chart

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What are the specification limits on a control chart?

What is a mean on a control chart?
Specification limits: the customers' expectations or
contractual requirements for performance and quality on
the project
Mean: the average, the middle of the range of acceptable
variation

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How do we define a process as statistically out of control?
What does out of control mean?
A data point falls outside the upper or lower control limit
There are nonrandom data points; these may be within the upper and lower
control limits
What is the rule of seven?
What does it signify?
It refers to a group or series of nonrandom data points that total seven on one
side of the mean
The rule of seven tells you that, although none of these points are outside of
the control limits, they are not random and the process is out of control

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What is an assignable cause/special cause variation?

An assignable cause or special cause variation signifies
that a process is out of control
If there is an assignable cause or special cause variation,
it means a data point, or a series of data points, requires
investigation to determine the cause of the variation

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What is a cause-and- effect diagram?

A graphical tool that helps determine the possible
root causes of a problem
It is also called a fishbone, Ishikawa, or why-why
diagram

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What does a scatter diagram show?

The relationship between two variables and the
quality of the results

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 The End
Thank You

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