PMP_08 Quality Management

8. Quality Management

Definition of Quality

- degree to which the Project fulfill requirement

Definition of Quality Management

- creating and following Policies and Procedure to ensure a project meet the defined needs

it was intended to meet from the customer’s perspective

EXAM Hot Topic: 1) Tool & Technique 2) Control Chart 3) Diff. % Plan Quality, QA, QC

Quality vs Grade

Grade: Number of feature

e.g. a radio can be of high quality, but low grade (limited # of feature) Low quality is always a problem but low grade may not

Some Quality Terms

- Customer satisfaction but should NOT Gold Plating (giving customer extra) - Prevention over inspection (Quality must be planned in, NOT inspected in) - Continuous improvement (Kaizen)

- Marginal analysis (at certain pt, added quality does not produce added benefit) - Just in Time (JIT)

- Total Quality Management (TQM)

Responsibility of Quality

- the entire organization has responsibility to quality - PM has ultimate responsibility for quality of the project

- Team member must check their work by inspect it themselves

- Senior management has ultimate responsibility for quality in the organization as a whole

Plan Quality

- identifying quality standard and requirement - perform in parallel with other planning process

Cost of Quality (COQ)

- this technique help make sure project not spending too much to assure quality

1) Cost of Conformance (money spend to avoid failure) - Training

- Document Process

- Equipment

- Time to do it right

- Testing

- Destructive testing loss - Inspection

2) Cost of Non - Conformance (money spend because of failure)

- rework

- scrap

Prevention Cost Appraisal Cost Internal Failure Cost

- liability

- warranty work - lost business

Control Chart

- it is used to determine whether or not a process is stable or has predictable performance - Control Chart is created in ‘Plan Quality’ and utilized in ‘Perform QC’

- Upper/Lower Control Limit (UCL, LCL) => acceptable range, normally +/- 3σ or 6σ - Specification Limit => Customer expectation / Contractual requirement

=> Not calculated from Chart, but I/P from customer => assume spec. lim. outside UCL, LCL

* Rule of Seven (Rule of thumb/heuristic)

=> 7-pt of non – random data (on one side of mean)

=> although within UCL/LCL, is out of control and should be investigated

- Assignable cause => need to investigate to find out cause of variation

Benchmarking

- comparing actual or planned to those of other comparable project

Design of Experiment (DOE) - statistical method, simulation

Quality Metric

- KPI (Key Performance Indicator) - e.g. # of change

Process Improvement Plan - subsidiary plan of PM Plan

Perform Quality Assurance

- Auditing the quality requirement - it use the result of QC

- use T & T in planning quality and perform QC - Quality Audit => independent review

=> identify good practice/shortcoming

Perform Quality Control

- monitoring ‘specific project result’ to determine whether process is in control - QC is perform throughout the project - identify cause and take action

3 or 6 Sigma MEMORIZE: +/-1 sigma 68.26% +/-2 sigma 95.46% +/-3 sigma 99.73% +/-6 sigma

99.9998%

External Failure Cost

Cause and Effect Diagram

- also called Ishikawa diagram / Fishborne diagram

1. A creative way to look at cause of problem

2. Help stimulate thinking, organize thought and generate discussion

3. can be used to explore factor that result in desired future outcome

Pareto Chart

- specific type of histogram, sort frequency of occurrence in descending order - 80/20 principle

- help to identify root cause/most critical issue - prioritize cause of problem

Validated Deliverable - I/P to ‘verify scope’

Diff. % Plan Quality, QA and QC Plan Quality

- Quality Standard

- looking forward in time

Quality Assurance (QA)

- High level checking / review

- looking back in time at process result

- determine if project comply with policy, need improvement? - are we following the process?

Quality Control (QC)

- specific checking, measurement - are we meeting the standard?

- looking back in time at project result

cause

effect

ITTO

Plan Quality (CCCB SPADF)

Perform Quality Assurance

Perform Quality Control

Memorization Hints

- Plan Quality O/P: 2 Plan + 2 start with ‘Quality’

- Remember the 10 TT for Perform QC, some overlap with other process - Perform QC has all O/P of Perform QA + 3 more O/P

1. Scope Baseline

2. Stakeholder Register

3. Cost Performance Baseline

4. Schedule Baseline

5. Risk Register

1. Cost Benefit Analysis

2. Cost of Quality

3. Control Chart

4. Benchmarking

5. Design of Experiment

6. Statistical Sampling

7. Flowcharting

8. Proprietary Quality Mgt. 9. Additional Quality Planning Tool

1. Quality Management Plan

2. Quality Metric

3. Quality Checklist

4. Process Improvement Plan

5. Project Doc. Update

1. PM Plan

2. Quality Metric

3. Work Performance Info

4. QC Measurement 1. Plan Quality and Perform QC T&T 2. Quality Audit 3. Process Analysis

1. OPA Update

2. Change Request

3. PM Plan Update

4. Project Doc. Update

1. PM Plan

2. Quality Metric

3. Quality Checklist

4. Work Performance Measurement

5. Approved Change Request

6. Deliverables

1. Cause and Effect Diagram

2. Control Chart

3. Flowcharting

4. Histogram

5. Pareto Chart

6. Run Chart

7. Scatter Diagram 8. Statistical Sampling 9. Inspection

10. Approved Change Review

1. QC Measurement

2. Validated Changes

3. Validated Deliverables

4. OPA Update

5. Change Request

6. PM Plan Update

7. Project Doc. Update