BSOM071: Fundamentals of Project Management

Communication and Quality

Management Strategy

Tuesday 9 April 2024 Copyright © 2019 Northampton University

 Session Objectives

• At the end of this session you will be able to:

– Understand the purpose of a Communication Management
Strategy in a project
– identify the elements of a Communication Management
Strategy
– discuss the concept of stakeholder engagement in projects
– explore the overview of project quality management
– explain what is the purpose of quality management
– identify the basic information in a Quality Management
Strategy.

Tuesday 9 April 2024 Copyright © 2019 Northampton University

 What is Communication?

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 Communication Management
• The PMBOK specifies the creation of a Communications
Management Approach.
• PRINCE2 specifies an equivalent Communications Management
Approach i.e. Communication Management Strategy – PRINCE2.
• This strategy describes how project communications will be;
– managed
– planned
– structured
– implemented and monitored for effectiveness.

Tuesday 9 April 2024 Copyright © 2019 Northampton University

 Project Communication Strategy

Abramo, L. & Onitiri, R. (2010)

Tuesday 9 April 2024 Copyright © 2019 Northampton University

 Communication Management Strategy
(CMS)
• It provides the following;
– Stakeholder communications requirements
– Information on what is to be communicated.
– Details on how needed information flows through the project to the
correct individuals.
– Appropriate methods for communicating
– Schedules of when the various types of communication should occur.
– Escalation processes and timeframes.
– Methods to retrieve information as needed.
– Instructions on how the communications management plan can be
updated as the project progresses.
– A project glossary.

Tuesday 9 April 2024 Copyright © 2019 Northampton University

 Communication Management Strategy
(CMS)
• The CMS is one of the documents created at the start of
the project by the project manager
• It is used by the project manager as a guideline on how to
communicate with stakeholders (both internal and external
to the project) during the project
• It facilitates engagement with stakeholders through the
establishment of a controlled and bi-directional flow of
information.

Tuesday 9 April 2024 Copyright © 2019 Northampton University

 Sources for the CMS
• Corporate policy documents - since some organisations
have very specific rules about communicating to external
stakeholders
• Organisation’s strategy - how to get the aims, vision,
mission etc.
• Project organisational structure - who is who in the
project and lines/levels of communication
• Organisation’s documents - such as Risk, Quality and
Change Control documentation
• Stakeholder engagement - facilitated meetings and
workshops
Tuesday 9 April 2024 Copyright © 2019 Northampton University
 Quality Criteria for CMS
• All stakeholders types need to be identified and this is
normally done using facilitated workshops
• Stakeholders groups should be asked about their communication
requirements (e.g., format, frequency)
• Presence of an agreement with the stakeholders about the
content, frequency and method of communication
• There should be a common standard for communication
• Identified communications are carried out in each of the Stage
Plans
• The formality and frequency of communication is tailored to suit
the project’s importance and complexity
• If the project is part of a programme, the lines of communication
should be very clear between the project and programme.

Tuesday 9 April 2024 Copyright © 2019 Northampton University

 Contents of the CMS document
• Introduction
– to remind the reader on the purpose of the document for the project.
• Communication Procedure
– A description of the communications methods that will be used, such as
electronic mail, meetings, and presentations. What communication methods
are going to use, and how?
• Tools & techniques
– Which pieces of software are going to be used in your communications and
its management?
• Records
– What communication records will be required and where will they be stored
(for example, logging of external correspondence, agendas, action plans etc)

Tuesday 9 April 2024 Copyright © 2019 Northampton University

 Content of the document …cont’d
• Reporting
– Types of reports and the information they should contain. How are
you going to report on the performance of your communications?
• Time of communication activities
– When will formal communication activities be done. At which
intervals is each type of communication used?
• Roles & Responsibilities
– Who will handle the communication? What are the responsibilities
related to managing communications?
• Stakeholder Analysis
– Type of stakeholders and the desired relationship with stakeholders

Tuesday 9 April 2024 Copyright © 2019 Northampton University

 Stakeholder Engagement

• Stakeholder Engagement is
the process of identifying
and communicating
effectively with those
people or groups who
have an interest in the
project’s outcome.

Tuesday 9 April 2024 Copyright © 2019 Northampton University

 Group Activity – 15 Minutes
PRINCE2 states that communication with stakeholders is
the key to the project’s success. In groups, discuss why it
is the case?

Share your discussion points with class.

Tuesday 9 April 2024 Copyright © 2019 Northampton University

 6-step approach for Stakeholder
Engagement
1. Identify the persons & groups
– Environment Group
– Local Groups
– Unions, and other stakeholders.

2. Create a profile for each stakeholder.

a. Example 1: Local Residents would be very concerned about things like
air quality, noise.
b. Example 2: City Planning would be concerned about dealing with the
waste and the benefits for the city.

Tuesday 9 April 2024 Copyright © 2019 Northampton University

 6-step approach for Stakeholder
Engagement… cont’d
3. Define Stakeholder Engagement Strategy.
a. Define how to engage (invite them to meetings, provide a newsletter
and/or Highlight Report with information on noise and air quality.
b. Who from the Project Team will communicate the type of information
and the frequency of communication?
4. Plan when to communicate.
5. Do the Engagement.
- This means go ahead and communicate.
6. Measure results of the Engagement.
- check if this has the expected effect and if the stakeholders are
pleased that they are getting the correct information.

Tuesday 9 April 2024 Copyright © 2019 Northampton University

 Project Stakeholders

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 How to Perform Stakeholder Analysis
• The stakeholders are identified
and entered into a stakeholder
register.
• Stakeholder analysis centres
around two variables:
– Power/Influence is the
stakeholder’s ability to change or
stop the project
– Interest is the amount that the
stakeholder is affected by the
project.

Tuesday 9 April 2024 Copyright © 2019 Northampton University

 Stakeholder Analysis Task – Primary
School Construction Project (15 minutes)
1. Who are the
stakeholders? (minimum
five stakeholder groups)
2. Analyse the stakeholders
using a Influence
(power)/Interest Matrix.
3. Who should we
communicate with
regularly or not? Why is
that the case?

Tuesday 9 April 2024 Copyright © 2019 Northampton University

 An Example

Tuesday 9 April 2024 Copyright © 2019 Northampton University

Quality Management
What is Quality?
 Quality Management Strategy

• Outlines the quality methods, procedures and standards to be

applied

• Defines the several responsibilities for attaining the required

quality levels during the project
• Including a summary of the approach to project quality assurance

• Covers the implementation of continuous improvement during

the project by capturing and acting on lessons

Tuesday 9 April 2024 Copyright © 2019 Northampton University

Quality Throughout….
Quality aspects

• Quality tolerances – should be

specified as a range of values
• Quality methods - all of the
activities related to quality
during the development, final
review and approval of outputs.
• Specialised skills – should be
specified
Two types of Quality methods

Quality
methods

Appraisal Process
Methods Method

Testing Inspections
Elements of
the Project
Quality
Management
Process
 Project
Quality
Management
Overview
Quality
Control
Example 1

• Source: Rever(2007).
Quality in project
management, PMBOK­­®
guide.
 Quality
Control
Example 2
PRINCE2 Quality Review Technique

• It is a Quality Inspection technique.

• The purpose is to inspect products to see that
they meet the customer’s Quality standards and
meet the Quality criteria listed in the Product
Description.
• It has defined roles and a specific structure to follow.
• Chair: Responsible for chairing the review
meeting.
• Presenter: Presents the products and represents
the producers of the product.
• Reviewer: Reviews products, submits questions,
confirms corrections or improvements.
• Administrator: This person provides admin
support for the chairperson (e.g., taking minutes
and recording results and next actions).
 Purpose of PRINCE2 Quality
Review Technique
Assess Assess the conformity of the outputs

Involve key stakeholders for confirmation that the output is

Involve
ready for an approval

Base Base line products for change control purposes.

Build up Build up a set of quality records.

Review of quality records at the end of a project - can be a

Review
valuable source for lessons learned
 Quality register

• A diary of the quality events that take

place during the project, such as
workshops, reviews, testing, and
acceptance.
• Created during initiating a project and
maintained throughout the life of the
project.
• It should contain enough information to
assist with process improvement.
 Quality Management Strategy
Composition

• Introduction
• States the purpose, objectives and scope, and identifies who is responsible for the
strategy
• Quality Management Procedure
• A description of (or reference to) the quality management procedure to be used.
Any variance from corporate or programme management quality standards should
be highlighted, together with a justification for the variance
• Tools and Techniques
• Refers to any quality management systems or tools to be used, and any
preference for techniques which may be used for each step in the quality
management procedure
• Records
• Definition of what quality records will be required and where they will be stored
including the composition and format of the Quality Register
Tuesday 9 April 2024 Copyright © 2019 Northampton University
 Quality Management Strategy
Composition

• Reporting
• Describes any quality management reports that are to be produced,
their purpose, timing and recipients
• Timing of Quality Management Activities
• States when formal quality management activities are to be
undertaken, for example audits (this may be a reference to the Quality
Register)
• Roles and Responsibilities
• Defines the roles and responsibilities for quality management activities,
including those with quality responsibilities from corporate or
programme management

Tuesday 9 April 2024 Copyright © 2019 Northampton University

 Activity

Break up into your groups. Discuss your Communication and

Quality Management Strategy documents, which will be part of
your PID, and work towards it. Use the template in NILE.

Make your own assumptions about the project where necessary

and document them

Tuesday 9 April 2024 Copyright © 2019 Northampton University

Next Week: PJ1 support.

Engage with the material on NILE Continue working on developing

your PID