Project Quality

Management

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 Quality
Project Quality Management
Quality Management deals with the activities that:
 Identify Quality requirements and standards for the Project
 Audit Quality requirements to ensure appropriate standards are used
 Monitor and Control Quality activities and recommend necessary
changes
 Determine quality policies, objectives and responsibilities for
satisfying the needs for which the project was undertaken
 Project Quality Management is applicable to all projects, irrespective
of their nature

Knowledge Initiating Planning Executing Monitoring and Control Closing

area

Quality Yes Yes Yes

Plan Perform Control Quality
Quality Quality

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 Quality Concepts
Project Quality Management
4 Pillars of Quality Management:

Customer Satisfaction - Meeting customer requirements - implies

conformance to requirements and fitness for use

Prevention over inspection- quality should be planned, designed

and built in. Cost of prevention is much less than cost of correction

Prevention – Keeping errors out of the process (Quality Assurance)

Inspection – Keeping errors out of the hands of the customer

(Quality Control)

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 Quality Concepts
Project Quality Management
Continuous improvement –Kaizen
The basis for quality improvement is Plan-DO-Check-Act cycle.
Few process improvement models are CMM, Organizational Project
Management Maturity Model, Malcolm Baldrige

Management Responsibility
Its management responsibility to provide the resources required for
successful completion of the project
Responsibilities in Quality Management
 The Project manager has responsibility of the overall project
 The team has responsibility for the project deliverables

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 Quality - Planning
Plan Quality Management
Identifying quality requirements and standards and documenting how the
project will adhere to the standards. To be performed with other project
planning processes

Inputs Tools & Techniques Outputs

Project Management Cost-benefit analysis Quality management plan
Plan Cost of quality Process improvement plan
Stakeholder register Seven Basic Quality Tools Quality metrics
Risk register Benchmarking Quality checklists
Requirements Design of experiments Project document updates
Documentation Statistical sampling
EEF Additional quality planning
OPA tools
Meetings

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 Quality - Planning
Plan Quality Management - Tools
 Cost Benefit Analysis (CBA)
 Cost and benefit trade-offs of meeting quality requirements. Less rework,
more productivity, less cost, customer satisfaction

 Benchmarking
 Comparing actual or planned project practices
 to other best projects, in order to generate ideas
 for improvement

 Other Planning Tools

 Brainstorming
 Nominal Group Technique,
 Meetings

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 Quality - Planning
Plan Quality Management - Tools
Cost of quality
All the costs incurred over the life of the product to achieve a particular desired
quality of the product or service is called as the Cost of Quality (CoQ)
Cost of Conformances Cost of Non-Conformances
Prevention Costs Appraisal Costs Internal Failure External Failure

Doing right things Examining and Failure found by the Failure found by the
right from the checking the project (Quality customer
beginning. Building a process and Control)
quality product assessing the
quality
Good Equipment Testing Rework Warranty
Documenting the Inspections Scrap Product Recall
process Quality Audits Lost business
Trainings Lost reputation
Design Costs
Money spent during project to avoid Money spent during and after the project to
failures because failures
Measurement and test equipment costs: capital cost of equipment used to perform prevention and
appraisal activities 7
 Quality - Planning
Plan Quality Management - Outputs
 Quality Management Plan
 Describes how the Project Management team will implement quality
policy. It provides input to the overall project management plan and must
address QC, QA and continuous process improvement for the project
 Quality Metrics (Operational definition)
 Describes in specific terms, what something is and how the QC process
measures it. Ex. Defect Density, Defect Removal Efficiency, Response Time
etc., number of engineers, productivity, test progress
 Quality Checklists
 It is a structured tool, usually component specific, used to verify that a set
of required steps has been performed.

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 Quality - Planning
Plan Quality Management - Outputs
Process Improvement Plan - Details the steps for analyzing processes that will
facilitate the identification of waste and non-value added activities

Process boundaries: Describes the purpose, start and end of processes, their
inputs and outputs, data required and the owner

Process configuration: A flowchart of processes with interfaces identified to

facilitate analysis - showing how the various processes fit together

Process metrics: Maintain control over status of processes- control limits

Targets for improved performance: Guides process improvement activities

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 Quality - Executing
Perform Quality Assurance
Formal planned activities to determine if the project is complying with
organizational policies and processes. Mostly performed through the use
of quality audits to identify improvements and changes and recommend
corrective actions. Provides for continuous improvement which reduces
waste and eliminates activities that do not add value

Inputs Tools & Techniques Outputs

Quality Quality Management and Change requests
Management Plan Control tools Project management
Process Quality audits plan updates
Improvement Plan Project Document
Process analysis
Quality metrics updates
QC Measurements OPA updates
Project Documents
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 Quality - Executing
Perform Quality Assurance - Tools
 Quality Audits
 Structured independent review of the project activities and see if they comply
with organizational and project policies, processes, and procedures.
 The objective is to: identify inefficient and ineffective policies, processes and
procedures in addition to best practices. Confirm the implementation of
approved change requests help in reducing cost of quality and increased
customer acceptance.
 Quality audits can be performed in house or by a third party, they can be
random or scheduled

 Process Analysis
 follows the steps outlined in the process improvement plan to identify needed
improvements from an organizational and technical standpoint.
 Includes root cause analysis, and create preventive actions for similar
problems.

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 Perform Quality Assurance - Tools
Quality Management and control tools:-
An Affinity diagram is similar to mind mapping and is used to organize ideas
and data into groups. It is used to categorize ideas. Organizing ideas, or data
on a certain general theme into groups of clusters based on their natural
relationship or affinity. Can be the first step to Fish-bone diagram. Also
called KJ method (Jiro Kawakita )

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 Perform Quality Assurance - Tools
Process Decision Program Charts (PDPC) is used to understand a goal in
relation to the steps to reach that goal. This tool can be used to plan
contingency, because it aids in anticipating the intermediate steps

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 Perform Quality Assurance - Tools
Tree diagrams are also called as systematic diagrams. Used to visualize the
parent to child relationship in any decomposition hierarchy. These diagrams
can be drawn vertically as in OBS or horizontally as in RBS

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 Perform Quality Assurance - Tools
Prioritization Matrices are used to identify key issues and suitable
alternatives as a set of decisions for implementation. Criteria are prioritized
and weighted before being applied to the alternatives

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 Perform Quality Assurance - Tools
Prioritization Matrices are used to identify key issues and suitable
alternatives as a set of decisions for implementation. Criteria are prioritized
and weighted before being applied to the alternatives
Factors Good Score Good Score Pleasant Score
Food(40%) Service Surroundings
(40%) (20%)
Quality Ingredients 60 24
Good recipe 30 12
Not sure 10 4 15 6 30
Prompt Attention 55 22
Professional waiter 30 12
Happy atmosphere 20 4
Good table presentation 30 6
Pleasing Decor 20 4
Total 36 34 14
Lets start with the purpose which is to have satisfied customers. To achieve this purpose,
the goal is to provide good food, food service & pleasant surroundings. To provide good food,
we need quality ingredients. 100 people surveyed and results on how many felt quality
ingredients/Good recipe/or not sure were important for good food was tabulated. Similarly for
Good service & pleasant surroundings. While 40% importance was given for good food &
good service, 20% weightage was given to pleasant surroundings based on previous survey
results. Now to understand which of these needs to be focused first, a prioritization matrix
is being developed with the data.

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 Perform Quality Assurance - Tools
Matrix Diagrams

Sample 1:
Good Food Quality Good Remarks
Ingredients Recipe
Taste Now that we find Good food is the top
criteria for satisfied customers, lets
Quantity of ingredients look at the correlation between
ingredients and food, and recipe and
Appearance food. The factors defining good food
are listed and the correlation between
Cost the factor, ingredients & recipe is
marked. There may be a correlation
Nutritional value with the recipe also but we're taking
only those with high correlation and is
Shelf life only indicative in nature for
understanding the matrix

Sample 2:
Improve Work Improve Manufacturing Develop
Actions Goals
Environment Technology New Products

Cost Effectiveness  

 = Strong relationship
High Quality  
 = Medium relationship
 = Weak relationship
Shareholder Value  
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 Perform Quality Assurance - Tools
The interrelationship diagraph may be developed from data generated in other
tools like, affinity diagram, fishbone diagram or the tree diagram. Is a creative
problem solving technique QA-To know relation between two ideas.

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 Perform Quality Assurance - Tools
Network Diagrams: Were called Arrow diagrams. These have both the Activity
on Arrow (AoA) and Activity on Node (AoN). These are used with scheduling
methods such as PERT, CPM and PDM

A 2 C 2 F 3
0 2 2 4 4 7

E 4 H 2
Start 4 8 13 1 Finish
5

B 3 D 4 G 5
0 3 3 7 8 13

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 Perform Quality Assurance - Outputs
Change Requests
Become an input to Integrated Change Control.
Used to take preventive, corrective actions and defect repair.

Project Management Plan Updates

Updates occur to schedule, cost, scope & quality management plans.

Project Document Updates

Training plans, Quality Audit reports and Process documentation get updated

OPA updates
Quality Management system and standards can get updated

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 Quality - Controlling
Control Quality
Perform Quality Control is the process of monitoring and recording results
of executing the quality activities to assess performance and recommend
necessary changes

Inputs Tools & Techniques Outputs

Project management Seven basic quality tools Quality control
plan Statistical sampling measurements
Quality metrics Inspection Validated changes
Quality checklists Approved change requests Verified deliverables
Work performance review Work Performance
Data Information
Approved change Change requests
requests Project management plan
Deliverables updates
Project documents Project document updates
Organization Process OPA updates
Assets 21
 Quality - Controlling
Control Quality - Tools
 Statistical Sampling
 Inspecting a set of samples from a batch to determine the quality of the
population
 Appropriate sampling can reduce the cost of Quality Control

 Inspection
 Examination of a work product to determine whether it conforms to
standards
 Also called reviews, peer reviews, Audits, walkthrough‘

Approved Change Requests Review

All approved change requests should be reviewed to verify
that they were implemented as approved

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 Quality - Controlling
Control Quality - Tools
 Seven Basic Quality Tools

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 Quality - Controlling
Control Quality - Tools
Cause and effect Diagram

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 Quality - Controlling
Control Quality - Tools
Histogram
A histogram is a vertical bar chart as shown in the following diagram. Each
column (bar) represents the characteristic and the height represents the
number of occurrences (frequency). Does not consider the influence of time
on variation

Histogram
Number of applications rejected

80

60
50
40
30
20
10

No photo No address Duplicate Incomplete

Proof application application

Causes for application rejection

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 Quality - Controlling
Control Quality - Tools
 Pareto Chart - This is a type of histogram rank ordered by frequency of
occurrence. This is also referred to as 80-20 rule or (20-80) rule. This tool is
used to identify the Category of the defects creating the maximum number
of defects. Vital few and Trivial many

Signature Photo not Address Duplicate Others

missing Attached Error Application

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 Quality - Controlling
Control Quality - Tools
Run Chart / Flow Chart or Stratification chart
This chart shows history and pattern of variation. This can be used to track
the cost and schedule performances.

Chart depicting number of first class pass outs from a college year wise

180

160

140

120

100

80

60

40

20

0
2002 2003 2004 2005 2006 2007 2008 2009 2010
Year of passing

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 Quality - Controlling
Control Quality - Tools
Flowcharts
Also called process maps. Depict the sequence of steps and branching
possibilities in a process.

Useful to estimate cost of conformance and non-conformance

Flowchart and run chart fall under stratification tool(identify pattern)

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 Quality - Controlling
Control Quality - Tools
Check sheet: Also called tally sheets, used while gathering data, especially
for attribute data. Data about frequencies/consequences of defect
collected by check sheet and then used in Pareto chart

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 Quality - Controlling
Control Quality - Tools
Scatter diagram is used to identify the relation between two variables. One
variable (say height, independent variable) is plotted on the x – axis and the
other (say weight, dependent variable) is plotted on y-axis.

Situation: The coach of the American Basketball League wants to construct a scatter
diagram to find out if there is any relationship between a players weight and height.
How should coach go about making the scatter diagram?

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 Quality - Controlling
Control Quality - Tools
Control chart is also called as the voice of a process or Shewhart charts. It
is used to track variances in cost, schedule and other parameters.

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 Quality - Controlling
Control Quality - Tools
Control chart
The specification limits over a mean are set by the customer.
Penalty may be there if these are exceeded.

The team generally fixes its “control limits”- the upper control limit and
the lower control limit on the basis of 3 sigma.

These limits are narrower than the specification limits (in the diagram
the specification limits are not shown) and are points where corrective
action will be taken

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 Quality - Controlling
Control Quality - Tools
Rule of Seven
If seven consecutive measurements fall on the same side of the mean, it
also becomes an assignable cause even if these points are within the
control limits. And in this special case it is called as the “Rule of Seven”

Common or Random causes

The points having variation but falling within control limits are called as
common causes or random causes which are common to the process
variation and need not be worried of.

Special Causes
The points falling outside the control limits are called special causes; they
are intermittent and need to be addressed.

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 Quality - Controlling
Control Quality – Outputs
 Work Performance Information
 This includes information like causes for rejection, rework required or the
need for process adjustments

 Change Requests
 If the recommended corrective, preventive actions or defect repair
requires a change to the project management plan, that change has to be
initiated

 Validated Changes
 The repaired items are re-inspected and will be either accepted or
rejected before notification of the decision is provided. Rejected items
may require further repair.

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 Quality - Controlling
Control Quality – Outputs
 Verified Deliverables
 A goal of QC is to determine the correctness of deliverables. This is input to
VALIDATE SCOPE for formalized acceptance

 Project Document Updates

 Quality standards, Agreements, Training plans/effectiveness

 Organizational Process Assets (updates)

 Completed checklists
 Lessons Learned documentation

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