PROJECT QUALITY MANAGEMENT

SUB TOPICS:

 Concepts of project quality

 Responsibility for quality in project
 Quality management at different stages of project
 Tools and Techniques
 Quality Management Systems
 Total Quality Management in projects (TQM)
 PROJECT QUALITY MANAGEMENT

1. THE CONCEPT OF PROJECT QUALITY

The concept of project quality refers to the degree to which a project meets its objectives
and satisfies the needs and expectations of its stakeholders. It encompasses various aspects such
as meeting specifications, achieving desired outcomes, and delivering value.

Here is a detailed explanation of the concept of project quality:

1. Meeting specifications: A project is considered to have quality when it meets the specified
requirements and standards. This includes adhering to technical specifications, functional
requirements, performance criteria, and any other predefined criteria that define the expected
outcome of the project.
2. Customer satisfaction: Quality in a project is closely tied to customer satisfaction. The
project should deliver the desired benefits and meet the expectations of the stakeholders,
including the end-users or customers. This involves understanding their needs, actively involving
them throughout the project lifecycle, and ensuring their feedback is considered and incorporated
into the project deliverables.
3. Fitness for purpose: A quality project is one that is fit for its intended purpose. It should be
designed and executed in a way that addresses the underlying problem or opportunity it seeks to
address. The project should align with the organization's strategic goals and objectives, and
contribute to its overall success.
4. Value delivery: Quality also relates to delivering value to the stakeholders. The project should
provide tangible benefits or value that justifies the investment made in terms of time, resources,
and money. This can include financial returns, improved efficiency, enhanced reputation,
increased customer satisfaction, or any other positive impact on the organization.
5. Continuous improvement: Quality is not a one-time achievement but an ongoing process. It
involves continuously monitoring and evaluating the project's performance, identifying areas for
improvement, and taking corrective actions to enhance the quality of deliverables. This can be
done through regular reviews, audits, feedback mechanisms, and lessons learned sessions.
6. Quality assurance and control: Ensuring project quality requires implementing effective
quality assurance and control processes. Quality assurance involves establishing standards,
policies, and procedures to guide the project's quality management activities. Quality control
involves monitoring and inspecting the project deliverables to identify any deviations from the
defined standards and taking corrective actions.
7. Risk management: Quality is closely linked to risk management. Identifying and managing
risks effectively can help prevent quality issues and ensure the project's success. This involves
proactively identifying potential risks, assessing their impact on quality, developing mitigation
strategies, and monitoring their implementation.
In summary, the concept of project quality revolves around meeting specifications, satisfying
stakeholders, delivering value, and continuously improving the project's outcomes. It requires a
proactive approach to ensure that the project meets its objectives, meets stakeholder
expectations, and contributes to the overall success of the organization.
Some definitions of project quality management:
Project quality management is the process of continually measuring the quality of all activities
and taking corrective action until the team achieves the desired quality. Project quality
management can be simply defined as the combination of quality planning, quality assurance and
quality control activities.

Project quality management can be simply defined as the combination of quality planning,
quality assurance, and quality control activities.

2. RESPONSIBILITY FOR QUALITY IN PROJECT

The project manager has overall responsibility for the quality management process. Some
projects may also have specific roles for a quality assurance person or quality experts.

Even if the project has specific people with responsibilities for quality, project quality is not the
responsibility of one or two people. It is everyone’s responsibility.

All the team members, including the stakeholders, have a role in ensuring that the deliverables
produced are of high quality. Everyone is also responsible for surfacing ideas for improvement to
the processes used to create the project deliverables. Some projects may also have specific roles
for a quality assurance person or quality experts.
  The project managers – Responsible for developing the quality management process
and for ensuring that all the goods and services are delivered as they were designed.
 Team Members- responsible for quality assurance and quality control for each of the
tasks and activities they assigned to complete. They are also responsible for ensuring all
the quality standards are followed as designed.
 The organization: responsible for standardizing quality controls and standards across all
projects, responsible for ensuring all staff have the skills to deliver quality products and
services.
 Stakeholders: responsible for communicating their expectations of quality product and
services to the project and the organization, and responsible for accepting and approving
the delivery of all goods and services.
 Quality Assurance Team: In larger projects or organizations, there may be a dedicated
quality assurance team responsible for monitoring and evaluating the project's adherence
to quality standards and processes. This team conducts independent audits, reviews, and
inspections to identify any deviations from the defined quality criteria. They provide
recommendations for improvement and ensure that corrective actions are taken to address
any identified issues.
 Suppliers and Contractors: If the project involves external suppliers or contractors, they
also have a responsibility for delivering quality products or services. They should meet
the specified requirements, adhere to agreed-upon quality standards, and actively
participate in quality assurance activities. The project manager should establish clear
expectations and communicate the quality requirements to the suppliers or contractors,
and monitor their performance to ensure compliance.
3. QUALITY MANAGEMENT AT DIFFERENT STAGES OF
PROJECT

Quality management is an essential aspect of project management that involves planning,

executing, and controlling activities to ensure that the project's deliverables meet the specified
quality requirements
Quality management should be integrated into all stages of the project lifecycle, including
initiation, planning, execution, monitoring and controlling, and closing. Here is a detailed
explanation of quality management at each stage:

1. Initiation: During the initiation stage, the project manager and stakeholders identify the
project's objectives, scope, and requirements. Quality management activities at this stage include
conducting a feasibility study to assess the project's viability, identifying quality expectations
and criteria, and defining quality objectives. The project manager may also develop a quality
management plan that outlines the processes, tools, and techniques to be used for ensuring
quality throughout the project.

2. Planning: In the planning stage, the project manager develops a comprehensive project plan
that includes quality planning. This involves identifying the key deliverables, defining quality
standards and metrics, and establishing quality control and assurance processes. The project
manager may also create a quality checklist or template to guide the team in adhering to quality
requirements. Additionally, the project manager may identify any risks or potential quality issues
and develop contingency plans to address them.

3. Execution: During the execution stage, the project team carries out the planned activities to
produce the project deliverables. Quality management activities at this stage include performing
quality inspections and tests to ensure that the deliverables meet the defined standards and
requirements. The project team should also document any deviations or non-conformities and
take corrective actions to address them. Regular communication and collaboration among team
members are crucial to maintaining quality throughout the execution phase.

4. Monitoring and Controlling: In the monitoring and controlling stage, the project manager
tracks the project's progress, performance, and adherence to quality standards. This involves
conducting regular quality reviews, inspections, and audits to identify any deviations from the
planned quality processes or requirements. The project manager may use quality control tools
and techniques, such as statistical process control or root cause analysis, to identify the causes of
quality issues and implement corrective actions. Continuous monitoring and control are
necessary to ensure that the project stays on track and meets the desired level of quality.
5. Closing: The closing stage involves finalizing the project and delivering the final product or
service to the stakeholders. Quality management activities at this stage include conducting a final
quality review or inspection to ensure that all deliverables meet the specified requirements. The
project manager may also gather feedback from stakeholders to assess their satisfaction with the
project's quality. Lessons learned sessions are conducted to capture knowledge and identify areas
for improvement in future projects.

Throughout all stages of the project, effective communication and collaboration among
stakeholders are essential for successful quality management. Regular meetings, status updates,
and feedback sessions should be conducted to address any concerns or suggestions related to
quality. By actively involving all parties responsible for quality, the project can achieve a high
level of quality and meet stakeholder expectations.

4. TOOLS AND TECHNIQUES

Project quality management involves the use of various tools and techniques to ensure that the
project's deliverables meet the specified quality requirements. Here are some commonly used
tools and techniques in project quality management:

1. Quality Planning: This involves the development of a quality management plan, which
outlines the processes, tools, and techniques to be used for ensuring quality throughout the
project. The plan may also include a quality checklist or template to guide the team in adhering
to quality requirements.

2. Quality Metrics: These are quantitative or qualitative measures used to assess the project's
performance and adherence to quality standards. Examples of quality metrics include defect
density, customer satisfaction ratings, and on-time delivery percentage.

3. Quality Audits: A quality audit is a systematic examination of the project's processes and
deliverables to ensure compliance with the defined quality standards. Audits can be conducted by
internal or external auditors and may involve reviewing documentation, conducting interviews,
and performing inspections or tests.
4. Quality Inspections: Inspections involve a review of the project's deliverables to identify any
defects or non-conformities. Inspections can be performed by the project team or by external
parties, such as customers or stakeholders.

5. Quality Control Charts: These charts are used to monitor and control the project's
performance over time. Control charts track key quality metrics and display them graphically,
allowing project managers to identify trends, patterns, or anomalies that may require corrective
action.

6. Statistical Process Control (SPC): SPC is a statistical technique used to monitor and control
the project's processes. It involves the collection and analysis of data to identify any variations or
abnormalities that may affect the project's quality. SPC can help project managers identify the
root causes of quality issues and implement appropriate corrective actions.

7. Root Cause Analysis: This technique is used to identify the underlying causes of quality
issues or non-conformities. It involves investigating the problem, analyzing data, and using tools
such as fishbone diagrams or 5 Whys to identify the root causes. Once the root causes are
identified, appropriate corrective actions can be taken to address them.

8. Quality Management Software: There are various software tools available that can help
project manager’s track and manage quality throughout the project. These tools often include
features such as document control, issue tracking, and reporting capabilities, which can
streamline quality management processes and improve efficiency.

9. Histogram: types of bar charts that depict the distribution of variables over time. This
represents the distribution by mean. Histogram can be used to measure something against time.

10. Pareto Charts: These are graphical representations showing which factors are contributing
the most to a problem or issue
11. Flowchart: It represents a process or workflow, used for identifying potential bottlenecks or
areas for improvement.
12. Continuous Improvement: This is a systematic approach that identifies and implements
improvements in a process or product.
13. Design of Experiments (DOE): DOE is a statistical method used to determine the effect of
different variables on a process or product.
14. Lean Methodology: This is a management approach that seeks to optimize the flow of work
by eliminating waste and improving efficiency.
These are just a few examples of the tools and techniques used in project quality management.
The specific tools and techniques used may vary depending on the nature of the project and the
industry in which it operates. The key is to select and apply the most appropriate tools and
techniques to ensure that the project's deliverables meet the desired level of quality.

5. QUALITY MANAGEMENT SYSTEMS

A Quality Management System (QMS) is a set of processes, policies, and procedures

implemented within an organization to ensure that products or services consistently meet or
exceed customer expectations. It provides a framework for managing quality throughout all
stages of a project or organization's lifecycle.

Here are some key components and features of a Quality Management System:

1. Quality Policy: This is a statement of an organization's commitment to quality and its overall
quality objectives. The policy should be communicated to all employees and stakeholders and
serve as a guiding principle for decision-making and actions related to quality.

2. Quality Objectives: These are specific, measurable goals that support the organization's
quality policy. Objectives should be aligned with customer requirements, industry standards, and
regulatory requirements. They should be regularly reviewed and updated to ensure continuous
improvement.

3. Document Control: A QMS should include a system for controlling and managing
documents related to quality, such as procedures, work instructions, forms, and templates.
Document control ensures that the latest versions of documents are available to relevant
personnel, and that obsolete or incorrect documents are removed from circulation.

4. Risk Management: A QMS should include processes for identifying, assessing, and
managing risks that could impact the quality of products or services. This may involve
conducting risk assessments, implementing preventive measures, and developing contingency
plans to address potential risks.
5. Training and Competence: A QMS should include provisions for training employees on
quality-related processes, procedures, and techniques. It should also define competency
requirements for different roles within the organization and ensure that employees have the
necessary skills and knowledge to perform their job functions effectively.

6. Corrective and Preventive Actions: A QMS should provide a structured approach for
addressing non-conformities, identifying root causes, and implementing corrective actions to
prevent recurrence. It should also promote a culture of continuous improvement by encouraging
proactive measures to prevent quality issues from occurring in the first place.

7. Performance Measurement and Monitoring: A QMS should include mechanisms for

measuring, monitoring, and analyzing key quality metrics to assess the effectiveness of quality
management processes and identify areas for improvement. This may involve the use of
performance indicators, dashboards, or scorecards to track and report on quality performance.

8. Customer Feedback and Satisfaction: A QMS should incorporate processes for collecting
and analyzing customer feedback to gauge satisfaction levels and identify areas where
improvements can be made. Customer feedback can be obtained through surveys, reviews,
complaints, or other means, and should be used to drive continuous improvement initiatives.

9. Internal Audits: A QMS should include a program of regular internal audits to assess
compliance with quality standards, procedures, and regulations. Internal audits are conducted by
trained auditors who review processes, records, and practices to ensure that they align with the
requirements of the QMS.

10. Management Review: A QMS should include a process for top management to periodically
review the performance of the QMS, assess its effectiveness, and make decisions regarding
improvements or changes. Management review meetings provide a forum for discussing quality-
related issues, setting objectives, and allocating resources.

Implementing a robust Quality Management System can help organizations improve customer
satisfaction, reduce costs, enhance efficiency, and mitigate risks. It provides a structured
approach to managing quality and ensures that quality considerations are integrated into all
aspects of project or organizational activities.
 6. TQM (TOTAL QUALITY MANAGEMENT) IN PROJECTS
Total Quality Management (TQM) is a management philosophy and approach that focuses on
continuously improving the quality of products, services, and processes within an organization. It
involves the participation of all employees and aims to meet or exceed customer expectations.
In the context of projects, TQM can be applied to ensure that project deliverables meet the
highest standards of quality. The benefits of TQM are improved Quality, employee participation,
teamwork, working relationships, customer satisfaction, employee satisfaction, productivity,
communication, profitability, and market share.

Here are some key principles and practices of TQM in projects:

1. Customer Focus: TQM emphasizes understanding and meeting customer needs and
expectations. In projects, this involves engaging with stakeholders to clearly define project
requirements and deliverables, and continuously seeking feedback from customers to ensure their
satisfaction.
2. Continuous Improvement: TQM promotes a culture of continuous improvement by
encouraging employees to identify and eliminate defects, errors, and inefficiencies in project
processes. This can be achieved through techniques such as root cause analysis, process
mapping, and benchmarking.
3. Employee Involvement: TQM recognizes that employees are the key drivers of quality
improvement. In projects, this means involving all project team members in quality-related
activities, such as identifying improvement opportunities, suggesting process enhancements, and
participating in quality training programs.
4. Process Approach: TQM emphasizes the importance of well-defined and standardized
processes. In projects, this involves developing clear project management processes, including
planning, execution, monitoring, and control. These processes should be documented,
communicated, and consistently followed by all project team members.
5. Data-Driven Decision Making: TQM relies on accurate and reliable data to make informed
decisions. In projects, this means collecting and analyzing project data, such as performance
metrics, customer feedback, and defect rates, to identify trends, patterns, and areas for
improvement.
6. Supplier Relationships: TQM recognizes the importance of strong relationships with
suppliers to ensure the quality of inputs and materials. In projects, this involves selecting
suppliers based on their ability to meet quality requirements and collaborating with them to
improve quality and reduce defects.
7. Leadership Commitment: TQM requires strong leadership commitment and support. In
projects, this means project managers and senior leaders actively championing quality initiatives,
setting clear quality objectives, and providing the necessary resources and support to achieve
them.
8. Training and Education: TQM emphasizes the importance of training and education to
develop employees' skills and knowledge. In projects, this involves providing project team
members with training on quality management principles, project management methodologies,
and relevant tools and techniques.
9. Teamwork and Collaboration: TQM promotes teamwork and collaboration across different
departments and functions. In projects, this means fostering a collaborative environment where
project team members work together towards a common goal, share knowledge and best
practices, and support each other in achieving project objectives.
10. Measurement and Feedback: TQM relies on measurement and feedback to assess
performance and drive improvement. In projects, this involves establishing key performance
indicators (KPIs) to monitor project quality, regularly reviewing project performance against
these KPIs, and using feedback from stakeholders to identify areas for improvement.
By implementing TQM principles in projects, organizations can achieve higher levels of quality,
customer satisfaction, and project success. TQM helps to create a culture of excellence,
continuous improvement, and innovation, ultimately leading to better project outcomes.
REFERENCE

 Simplilearn Quality Management in project management 2009-2023

 From web site.
 Adam Barone. Up dated June 07, 2023. What is TQM and why it’s important.
 Fundamentals of Project management. James P. Lewis. 2007.
 Google.