8-Quality Management v4

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com
Quality Management
Cannot be copied, redistributed or sold. https://masterofproject.com
Quality Management
Agenda
• Overview of Quality Management
• Quality Management Processes
• Terms and Concepts in Quality Management
• Plan Quality Management Process
• Tools and Techniques Used in Quality Management Processes
• 7 Basic Quality Tools
Quality Management
Agenda
• Manage Quality Process
• Tools and Techniques Used in Manage Quality Process
• Control Quality Process
• Concepts of Control Quality Process
• Tips about Quality Management Processes
Quality Management
Overview of Quality Management
Definition: Processes and activities of the performing organization
that determine quality policies, objectives and responsibilities.
• Ensures that the project requirements, including product
requirements, are met and validated.
Quality Management
Overview of Quality Management
• Lack of attention to quality will result in more rework or defects.
• We need to know:
– Acceptable quality
– How it will be measured
– What we will do to make sure we meet those requirements.
Quality Management
Quality Management Processes
• Plan Quality Management (Planning)
• Manage Quality (Executing)
• Control Quality (Monitoring & Controlling)
Quality Management
Terms About Quality
• Quality: the degree to which a set of inherent characteristics fulfill
requirements.
– Gathering requirements in scope management, and project statement is very
important to quality.
• Grade: as a design intent is a category assigned to deliverables

having the same functional use but different technical
characteristics.
– Set of features, specifications
Quality Management
Terms About Quality
• Precision: is a measure of exactness.
– For example 1.000 is more precise than 1.00
• Accuracy: is an assessment of correctness.

– For example if the measured value of an item is very close to the true value
of the characteristic being measured, the measurement is more accurate.
– E.g., if you aim to produce a 10.00 cm sticks, 9.98 cm stick is more accurate
than 10.03 cm stick.
Quality Management
Quality Theorists
• Joseph Juran:.
– Developed 80/20 rule (80% of the problems are caused by 20% of the root
causes)
– Defined quality as “fitness for use”
• W.Edwards Deming:
– Developed 14 steps to Total Quality Management and Plan-Do-Act-Check as
the basis for quality improvement
• Philip Crosby:
– Popularized the concept of the cost of poor quality.
– Believes that the quality is conforming to requirements.
Quality Management
Concepts of Quality Management
• Gold plating: giving extras to customer. (higher functionality, better
quality,…etc.)
• Prevention over Inspection: Quality must be planned in, not

inspected in.
• Marginal Analysis: looking for the point where the benefits or

revenue to be received from improving quality equals the
incremental cost to achieve quality.
– Stop at the point where more quality does not add value.
Quality Management
• Continuous Improvement (Kaizen): looking for small improvements
continuously.
• Just in Time (JIT): Having materials/products whenever it is needed.

Reduces stock costs.
– E.g. wing mirrors of cars are provided just 7 minutes before assembly in
Nissan factories in UK.
• Total Quality Management (TQM): a philosophy that encourage

organizations and employees to focus on finding ways to
continuously improve the quality of their business practices and
products.
Quality Management
• Responsibility for Quality: entire organization has responsibilities
relating to quality.
– Project manager is responsible for the quality of the product of project.
– Team members must check their own work.
• Impacts of Poor Quality:

– Increased costs (due to rework)
– Low morale
– Low customer satisfaction
– Increased risk
– Rework
– Schedule delays
Quality Management
Differences of Quality Management Processes
Plan Quality Management Manage Quality Control Quality
What is quality? How will we ensure? Are we following Are we meeting

standards? standards?
Find existing standards and requirements Use measurements from Measure quality
control quality
Create additional project-specific Perform continuous Identify quality
standards improvement improvements
Determine what work you will do to Quality audit Validate deliverables
meet the standards
Determine how you will measure Find good practices Complete checklists
Balance the needs of quality, scope, cost, Share good practices with Submit change requests
time, risk, resources and customer others in the organization.
satisfaction.
Create a Quality Management Plan Update lessons learned
Quality Management
Plan Quality Management Process
• 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.
• Provides guidance and direction on how quality will be
managed and validated throughout the project.
• Major Output: Quality Management Plan
Quality Management
• Examples of common quality standards
– The United Nations Convention on Contracts for
International Sale of Goods (CISG)
– ISO 9000
– Occupational Safety and Health Administration (OSHA)
Quality Management
• Planning must be done to meet customer requirements.

• Once existing standards are defined, additional standards
needed by project are created.
• New standards cannot violate other relevant standards.
• After standards defined, Plan Quality Management
process involves determining the work that needs to be
done to meet those standards.
Quality Management
Plan Quality Management
Tools and Techniques used in Quality Management
Processes
1. Cost Benefit Analysis: weighs benefits versus the costs of
meeting quality requirements.
2. Cost of Quality (COQ): Helps to make sure that the
project is not spending too much to assure quality.
– Costs of conformance should be lower than costs of non-
conformance.
Quality Management
2. Cost of Quality (COQ):

Quality Management
Tools and Techniques used in Quality Management Processes

3. Benchmarking: looking at past projects to get ideas for
improvement on the current project, and provide a basis to use
in current project.
4. Design of Experiment (DOE): Experimentation to statistically
determine what variances will improve quality
– Allows to find which combination of factors have least impact on the
project.
– Faster and more accurate since all variables can be changed at the same
time rather than changing a variable at a time.
– E.g. Finding best suspension & tire combination.
Quality Management
Tools and Techniques used in Quality Management

Processes
5. Statistical Sampling: choosing a part of a population for
investigation. Because investigation of all population
will
– Take too long
– Cost too much
– Be too destructive
Sample size and frequency is determined as part of Plan Quality
Management process. Sampling is done in Manage Quality
process.
Quality Management
7 Basic Quality Tools (7QC Tools):
1. Cause-and-effect Diagrams:
• Also known as Fishbone or Ishikawa Diagrams.
• Helps to find both how to repair a defect and get the root cause of
the problem.
– A creative way to look at the causes of a problem.
– Helps stimulate thinking, organizes thoughts, and generates discussion.
– Can be used to explore factors that will result in a desired future outcome.
Quality Management
1. Cause-and-effect Diagrams:
Quality Management
2. Flowcharts (Process Maps): show how a process or system flows
from beginning to end and how the elements interrelate.
– Can be used in Control Quality process to analyze problems.
Quality Management
2. Flowcharts (Process Maps):
Quality Management
3. Checksheets (Tally Sheets): used as a checklist when gathering
data.
– Enables effective collection of useful data about a potential quality
problem.
Quality Management
3. Checksheets (Tally Sheets):
Quality Management
4. Pareto Diagrams (Pareto Charts): special form of vertical bar
chart and are used to identify the root cause of the most frequent
problems that make the greatest impact on quality.
– Helps focusing attention on most critical issues.
– Prioritize potential «causes» of the problems.
– Seperate the critical few from the uncritical many.
Quality Management
4. Pareto Diagrams (Pareto Charts):
Quality Management
5. Histograms: special form of bar chart and are used to describe
the central tendency, dispersion, and shape of a statistical
distribution.
Quality Management
5. Histograms:
Quality Management
6. Scatter Diagrams: track two variables to see if they are related.
Direction of correlation might be:
– Positive correlation (proportional)
– Negative correlation (inverse)
– Zero correlation
If correlation can be established, a regression line can be calculated and used
to estimate how a change to the independent variable will influence the
value of the dependent variable.
Quality Management
6. Scatter Diagrams:
Quality Management
Control Charts
7. Control Charts: used to determine whether or not a
process is stable or has predictable performance.
– Help to monitor production and other processes to see whether
processes are in acceptable limits or if any action required.
Quality Management
Control Charts
7. Control Charts:
Upper and Lower Control Limits:
• Acceptable range of variation of a process.
• E.g. produced sticks must be 10.00±0.03cm.
– 9.97cm is lower, 10.03cm is upper control limit
• Data points in this range are “in control”.
• If data points are out of this range, the process is out of control.
Quality Management
Control Charts
7. Control Charts:
Mean (Average):
• Indicated by a line in the middle of the control chart.
• Shows the middle of the range of acceptable variations of the
process.
Quality Management
Control Charts
7. Control Charts:
Specification Limits:
• Customer expectations or contractual requirements for performance quality
and quality on the project.
• Inputs from customer.
• E.g. produced sticks must not be shorter than 9.95cm, and taller than 10.05cm.
• Companies’ control limits must be stricter than specification limits to meet
specification limits of customer.
Quality Management
Control Charts
7. Control Charts:
Out of Control:
• The process is out of a state of statistical control if
– A data point falls outside of the upper or lower control limit.
– Seven consecutive points are above or below the mean (rule of seven).
• Out of control = lack of consistency and predictability in
the process.
Quality Management
Control Charts
7. Control Charts:
Rule of Seven:
• Non random data points grouped together in a series that total
seven on one side of the mean.
• Although these data points are within control limits, they are not
random and the process may be out of control.
Quality Management
Control Charts
7. Control Charts:
Assignable Cause/Special Cause Variation:
• Data point or rule of seven that requires investigation to determine
the cause of variation.
Quality Management
Control Charts
7. Control Charts (Example):
10.06
10.04
10.02
10.00
Data Points
9.98
9.96
9.94
9.92
9.90
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Sample Number
Quality Management
Control Charts
10.06
10.04
10.02
10.00
Data Points
9.98
9.96
9.94
9.92
9.90
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Sample Number
Quality Management
Control Charts
10.08
10.06
Out of Control
10.04
10.02
10
Data Points
9.98
9.96
9.94
Out of Control
9.92
(Rule of Seven)
9.9
9.88
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Sample Number
Quality Management
• Outputs of Plan Quality Management Process:
• Quality Management Plan
• Quality Metrics
– Availability, reliability, defect frequency, failure rate, test coverage…etc.
• Quality Checklists
– Set of required steps.
• Process Improvement Plan
• Project Documents Updates
Quality Management
Manage Quality
• Process of auditing the quality requirements and the results from
quality control measurements to ensure that appropriate standards
and operational definitions are used.
• “Are we using standards?”, “Can we improve standards?”
• Facilitates the improvement of quality processes.
Quality Management
Manage Quality
Tools and Techniques used in Manage Quality Process
1. Quality Audits:
– Quality Assurance Department needs to check whether your project is
using standards, processes and procedures of company, best practices…etc.
2. Process Analysis:
– Part of continuous improvement.
– E.g. checking lessons learned in each 10 product installation during a
project which includes 100 product installations.
Quality Management
Manage Quality
Tools and Techniques used in Manage Quality Process
3. Quality Management and Control Tools:
– Affinity Diagrams
– Process Decision Program Charts (PDPC)
– Interrelationship Digraphs
– Tree Diagrams
– Prioritization Matrices
– Activity Network Diagrams
– Matrix Diagrams
Quality Management
Manage Quality
Outputs of Manage Quality Process:
• Change requests
• Project Management Plan and Project Document updates
Quality Management
Control Quality
• Process of monitoring and recording results of executing the
quality activities to assess performance and recommend necessary
changes.
• Identifying the causes of poor process or product quality and
recommending and/or taking action to eliminate them
• Validating that project deliverables and work meet the
requirements specified by key stakeholders necessary for final
acceptance.
Quality Management
Control Quality
• Ensuring a certain level of quality in a product or service
• Control = Measure
• Quality Control Departments may measure quality in large
organizations and send CRs, reports to project manager.
• “Are we meeting standards?”, “What changes should be
considered?”
Quality Management
Control Quality
Mutual Exclusivity: two events are mutually exclusive if they cannot
occur in a single trial.
E.g. A coin toss cannot result head & tail at the same time.
Probability: Likelihood of something to occur.

E.g. probability of turning head in a coin toss is 50% (or 0.50)
Quality Management
Control Quality
Normal Distribution: Bell curve used to measure variations.
Statistical Independence: Probability of one event does not affect the

probability of another event.
E.g. probability of turning “head” on a coin toss is statistically
independent from the probability of turning “tail” on next toss.
Quality Management
Control Quality
3 or 6 Sigma:
• 3 Sigma refers 2,700 items out of 1 million can be faulty
(0.27%x1,000,000)
• 6 Sigma refers 1,5 items out of 1 million can be faulty
(0.00015%x1,000,000)
Quality Management
Control Quality
Standard Deviation (Sigma): Measure of how far you are from the
mean.
3 or 6 Sigma: Another name for standard deviation.

– 3 or 6 sigma represents the level of quality that a company has decided to
try to achieve.
Quality Management
Control Quality
Outputs of Control Quality:
• Measurements
• Validated changes
• Change requests
• Validated deliverables
• Project Management Plan and Project Documents updates.
Quality Management
Control Quality
Tips about Quality Management Processes:
• If the situation is looking forward in time, it is most likely a
planning function (Plan Quality Management)
• If it is looking back in time at standards, it is most likely part of

quality assurance (Manage Quality)
• If it is looking back in time at results, it is most likely a part of

quality control (Control Quality)
Quality Management
Question #1
When a product or service completely meets a customer’s
requirements:
A-) Quality is achieved.
B-) The cost of quality is high.
C-) The cost of quality is low.
D-) The customer pays the minimum price.
Quality Management
Question #1
When a product or service completely meets a customer’s
requirements:
A-) Quality is achieved.
B-) The cost of quality is high.
C-) The cost of quality is low.
D-) The customer pays the minimum price.
Quality Management
Question #2
A project has faced major difficulties in the quality of its deliverables.
Management now states that quality is the most important project
constraint. If another problem with quality were to occur, what would
be the BEST thing for the project manager to do?
A-) Fix the problem as soon as possible.
B-) Allow the schedule to slip by cutting cost.
C-) Allow cost to increase by fixing the root cause of the problem.
D-) Allow risk to increase by cutting cost.
Quality Management
Question #2
A project has faced major difficulties in the quality of its deliverables.
Management now states that quality is the most important project
constraint. If another problem with quality were to occur, what would
be the BEST thing for the project manager to do?
A-) Fix the problem as soon as possible.
B-) Allow the schedule to slip by cutting cost.
C-) Allow cost to increase by fixing the root cause of the problem.
D-) Allow risk to increase by cutting cost.
Quality Management
Question #3
All of the following are examples of Control Quality EXCEPT:
A-) Inspection.
B-) Cost of quality.
C-) Pareto Chart.
D-) Fishbone diagram.
Quality Management
Question #3
All of the following are examples of Control Quality EXCEPT:
A-) Inspection.
B-) Cost of quality.
C-) Pareto Chart.
D-) Fishbone diagram.
Quality Management
Question #4
Standard deviation is a measure of how:
A-) Far the estimate is from the highest estimate.
B-) Far the measurement is from the mean.
C-) Correct the sample is.
D-) Much time remains in the project.
Quality Management
Question #4
Standard deviation is a measure of how:
A-) Far the estimate is from the highest estimate.
B-) Far the measurement is from the mean.
C-) Correct the sample is.
D-) Much time remains in the project.
Quality Management
Question #5
A control chart shows seven data points in a row on one side of the
mean. What should be done?
A-) Perform a design of experiments.
B-) Adjust the chart to reflect the new mean.
C-) Find an assignable cause.
D-) Nothing. This is the rule of seven and can be ignored.
Quality Management
Question #5
A control chart shows seven data points in a row on one side of the
mean. What should be done?
A-) Perform a design of experiments.
B-) Adjust the chart to reflect the new mean.
C-) Find an assignable cause.
D-) Nothing. This is the rule of seven and can be ignored.
Quality Management
Question #6
You are managing a project in a just-in-time environment. This will
require more attention, because the amount of inventory in such an
environment is generally:
A-) 45%
B-) 10%
C-) 12%
D-) %0
Quality Management
Question #6
You are managing a project in a just-in-time environment. This will
require more attention, because the amount of inventory in such an
environment is generally:
A-) 45%
B-) 10%
C-) 12%
D-) %0
Quality Management
Question #7
You are the program level manager with several project activities
underway. In the executing process group, you begin to become
concerned about the accuracy of progress reports from the projects.
What would BEST support your opinion that there is a problem?
A-) Quality Audits
B-) Risk Quantification Reports
C-) Regression Analysis
D-) Monte Carlo Analysis
Quality Management
Question #7
You are the program level manager with several project activities
underway. In the executing process group, you begin to become
concerned about the accuracy of progress reports from the projects.
What would BEST support your opinion that there is a problem?
A-) Quality Audits
B-) Risk Quantification Reports
C-) Regression Analysis
D-) Monte Carlo Analysis
Quality Management
Question #8
You are a project manager for a major information systems project.
Someone from the quality department comes to see you about
beginning a quality audit of your project. The team, already under
pressure to complete the project as soon as possible, objects to the
audit. You should explain to the tam that the purpose of a quality audit
is:
A-) Part of an ISO 9000 investigation
B-) To check if the customer is following its quality process
C-) To identify inefficient and ineffective policies
D-) To check the accuracy of costs submitted by the team
Quality Management
Question #8
You are a project manager for a major information systems project.
Someone from the quality department comes to see you about
beginning a quality audit of your project. The team, already under
pressure to complete the project as soon as possible, objects to the
audit. You should explain to the tam that the purpose of a quality audit
is:
A-) Part of an ISO 9000 investigation
B-) To check if the customer is following its quality process
C-) To identify inefficient and ineffective policies
D-) To check the accuracy of costs submitted by the team
Quality Management
Question #9
The new software installation project is in progress. The project
manager is working with the quality assurance department to improve
everyone’s confidence that the project will satisfy the quality
standards. Which of the following MUST they have before they start
this process?
A-) Quality problems
B-) Quality improvement
C-) Quality control measurements
D-) Rework
Quality Management
Question #9
The new software installation project is in progress. The project
manager is working with the quality assurance department to improve
everyone’s confidence that the project will satisfy the quality
standards. Which of the following MUST they have before they start
this process?
A-) Quality problems
B-) Quality improvement
C-) Quality control measurements
D-) Rework
Quality Management
Question #10
Which of the following explain why quality is planned in and not

inspected in?
A-) It reduces quality and is less expensive.
B-) It improves quality and is more expensive.
C-) It reduces quality and is more expensive.
D-) It improves quality and is less expensive.
Quality Management
Question #10
Which of the following explains why quality is planned in and not

inspected in?
A-) It reduces quality and is less expensive.
B-) It improves quality and is more expensive.
C-) It reduces quality and is more expensive.
D-) It improves quality and is less expensive.

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Cannot be copied, redistributed or sold. https://masterofproject.

• Grade: as a design intent is a category assigned to deliverables

• Accuracy: is an assessment of correctness.

• Prevention over Inspection: Quality must be planned in, not

• Marginal Analysis: looking for the point where the benefits or

• Just in Time (JIT): Having materials/products whenever it is needed.

• Total Quality Management (TQM): a philosophy that encourage

• Impacts of Poor Quality:

What is quality? How will we ensure? Are we following Are we meeting

• Planning must be done to meet customer requirements.

2. Cost of Quality (COQ):

Tools and Techniques used in Quality Management Processes

Tools and Techniques used in Quality Management

Probability: Likelihood of something to occur.

Statistical Independence: Probability of one event does not affect the

3 or 6 Sigma: Another name for standard deviation.

• If it is looking back in time at standards, it is most likely part of

• If it is looking back in time at results, it is most likely a part of

Which of the following explain why quality is planned in and not

Which of the following explains why quality is planned in and not

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