Lecture # 13

ENGINEERING
PROJECT
MANAGEMENT

DEPARTMENT OF ENGINEERING MANAGEMENT

NUST COLLEGE OF E&ME
What is Quality?

• Concept of quality is subjective and

difficult to define
• Certain aspects of quality can be identified
• Ultimately, the judgement of quality rests
with the customer

https://www.youtube.com/watch?v=TiuaFwzJ4FU

https://www.youtube.com/watch?v=h3xyX4yVqzI
Customer-Driven Quality

• A simpler, more powerful definition came

up….
“ Quality is meeting or exceeding
customer expectations ”
 Quality

means
pleasing consumers

not
just protecting them
from annoyances
 Quality

is an ever-changing state
(what is considered quality today
may not be good enough to be
considered quality tomorrow!)
DEFINING QUALITY
 Perfection
 Consistency
 Eliminating waste
 Speed of delivery
 Compliance with policies & procedures
 Providing good, usable products
 Doing it right the first time
 Delighting or pleasing customers
 Total customer service & satisfaction
Cost of Poor Quality
• Prevention costs
▫ build it right the first time
• Appraisal costs
▫ inspection and testing
• Internal failure costs
▫ scrap and rework
• External failure costs
▫ warranty claims, recalls, lost business
Quality Management

• All activities of the overall management function

that determine the quality policy, objectives and
responsibilities and implement planning, quality
control, quality assurance and quality
improvement within the quality system.
“Quality is never an accident, it
is always the result of an
intelligent effort”
John Ruskin
 Two hospital patients died after receiving fatal
doses of radiation from a Therac 25 machine after
a software problem caused the machine to ignore
calibration data
 Britain’s Coast Guard was unable to use its
computers for several hours in May 2004 after
being hit by the Sasser virus, which knocked out
the electronic mapping systems, e-mail, and other
computer functions, forcing workers to revert to
pen, paper, and radios
What Is Project Quality?
• ISO defines quality as “the degree to which a set of
inherent characteristics fulfills requirements”
(ISO9000:2000)
• Other experts define quality based on:
▫ Conformance to requirements: the project’s
processes and products meet written specifications
▫ Fitness for use: a product can be used as it was
intended
What Is Project Quality Management?
• Processes include:
▫ Quality planning: identifying which quality
standards are relevant to the project and how to
satisfy them
▫ Quality assurance: periodically evaluating overall
project performance to ensure the project will satisfy
the relevant quality standards
▫ Quality control: monitoring specific project results
to ensure that they comply with the relevant quality
standards
Six Sigma
• Six Sigma is “a comprehensive and flexible
system for achieving, sustaining, and maximizing
business success.
• Six Sigma is uniquely driven by close
understanding of customer needs, disciplined use
of facts, data, and statistical analysis, and diligent
attention to manage, improve and reinvent
business processes.”
Quality Experts
▫ Quality is everyone’s (Crossby)
responsibility
(Deming)
▫ Robust design
methods
▫ Quality circles and (Taguchi)
fishbone
(Ishikawa)
▫ Total quality control
▫ Juran’s Triology (Juran) (Feigenbaum)

▫ Zero defect
ISO Standards
• ISO 9001 is a quality system standard that:

▫ Is a three-part, continuous cycle of planning,

controlling, and documenting quality in an
organization
▫ Provides minimum requirements needed for an
organization to meet its quality certification
standards
▫ Helps organizations around the world reduce
costs and improve customer satisfaction
Maturity Models

• Maturity models are frameworks for helping

organizations improve their processes and systems
▫ An evolutionary path of increasingly organized
and systematically more mature processes
LEAN
Discussion