2. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
PROJECT QUALITY MANAGEMENT
2
Knowledge
Area
Process
Initiating Planning Executing Monitoring & Contol Closing
Quality
Plan Quality
Management
Perform Quality –
Assurance
Control Quality
Enter phase/
Start project
Exit phase/
End project
Initiating
Processes
Closing
Processes
Planning
Processes
Executing
Processes
Monitoring &
Controlling Processes
3. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
PROJECT QUALITY MANAGEMENT
Quality is degree to which the project fulfills
requirements
Quality Management includes creating and following
policies and procedures to ensure that a project meet
the defined needs (from the customer’s perspective).
Completing project without deviations from the project
requirements.
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4. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
QUALITY CONCEPTS
Quality vs. Grade
Quality: the degree to which a set of inherent characteristics fulfill
requirements
Quality level that fails to meet quality requirements is always a
PROBLEM
Grade: a category assigned to product or service having the same
functional use but different technical characteristics
Low grade may not be a problem
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5. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
QUALITY CONCEPTS
Gold Plating: giving the customer extras
This practice is not recommended
Marginal Analysis: looking for the point where..
benefits/revenue to be received from improving quality EQUALS
the incremental cost to achieve that quality
Just in Time (JIT): just when they are needed or just before they are
needed.
It forces attention on quality practices.
Total Quality Management (TQM)
Company & their employees focus on finding ways to continuous
improve the quality of their business practices & products.
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6. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
QUALITY MANAGEMENT: IMPORTANT POINTS
• Customer satisfaction
• Conformance to requirement
• Fitness for use: product/service produced must satisfy real needs
• Prevention over inspection
• Cost of preventing mistakes < cost of correcting
• Continuous improvement (Kaizen)
• Based on PDCA cycle
• Using quality improvement initiatives e.g. TQM, 6 sigma
• Using process improvement models e.g. OPM3, CMMI, Malcolm Baldrige
• Management responsibility
• To provide the resource needed to succeed
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7. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
8.1 PLAN QUALITY MANAGEMENT
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The process of identifying requirement and/or standards for the
project and product and documenting how the project will
demonstrate compliance.
What is quality? How will we ensure it?
Inputs
1. PMP
2. Stakeholder register
3. Risk register
4. Requirements
documentation
5. EEF
6. OPA
Tools &
Techniques
1. Cost benefit analysis
2. Cost of Quality (CoQ)
3. Seven basic quality
tools
4. Benchmarking
5. Design of experiments
6. Statistical sampling
7. Additional quality
planning tools
8. Meetings
Outputs
1. Quality management
plan
2. Process improvement
plan
3. Quality metrics
4. Quality checklists
5. Project document
updates
8. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
QUALITY PLANNING TECHNIQUES
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Cost benefit analysis
Weight the benefits versus the cost of meeting quality requirements
Design of Experiments (DOE)
Use experimentation to statistically determine what variable will improve quality
Systematically changing all of the important factors, rather than changing the factors
one at a time
Benchmarking
Statistical sampling
We need it since studying entire population would take too long, too much cost, be
too destructive
Additional Quality Planning Tools
Brainstorming - Nominal group technique
Force field analysis - Quality management and control cost
Meeting
9. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
COST OF QUALITY
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Cost of quality (CoQ)
Looking at what the cost of conformance and nonconformance to quality and creating an
appropriate balance
<
.. should be less then..
10. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
SEVEN BASIC QUALITY TOOLS
Cause-and-effect diagrams
Also known as fishbone diagrams or as Ishikawa diagrams.
Flowcharts
Show the activities, decision points, branching loops, parallel paths, and the overall order of
processing.
Checksheets
Are used to organize facts in a manner that will facilitate the effective collection of useful data
about a potential quality problem.
Pareto diagrams
The categories shown on the horizontal axis exist as a valid probality distribution that
accounts for 100% of the possible observations.
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11. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
SEVEN BASIC QUALITY TOOLS
Histograms
Are a special form of bar chart and used to the central
tendency, dispersion and shape of statistical distribution.
Control charts
Used to determine whether or not a process is stable or has
predictable performance.
Scatter diagrams
Plot ordered pairs (X, Y) and are sometimes called
correlation charts
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12. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
SEVEN BASIC QUALITY TOOLS
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13. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
OUTPUT
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Quality Management Plan
Process Improvement Plan:
Process boundaries
Process configuration
Process metrics
Target for improved performance
Quality metrics
An operational that describes how quality control process will measure it.
What are things that important to measure and decide what measurement is acceptable
Quality checklists
A list of items to inspect, step to be performed and note if any defects found
Project documents updates
Stakeholder register
Responsibility assignment matrix
WBS and WBS dictionary
Quality metrics is input for
• Quality Assurance AND
• Quality Control
Quality checklist is input for
• Quality Control ONLY
14. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
8.2 PERFORM QUALITY ASSURANCE
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The process of auditing the quality requirement and the result of
quality control measurements to ensure appropriate quality standards
and operational definitions are used.
Inputs
1. Quality management
plan
2. Process improvement
plan
3. Quality metrics
4. Quality control
measurements
5. Project documents
Tools &
Techniques
1. Quality management
and control tools
2. Quality audits
3. Process analysis
Outputs
1. Change requests
2. Project management
plan updates
3. Project document
updates
4. OPA updates
15. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
QUALITY ASSURANCE
Are we using the standard?
Can we improve the standard?
Quality Audits
To see if you are complying with company policies, standards &
procedures
Determine whether they are used efficiently & effectively
Identify all the good practices being implemented
Identify all the gaps/shortcomings
Look for new lesson learned & good practices
Process Analysis
Includes root cause analysis
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16. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
QUALITY MANAGEMENT AND CONTROL TOOLS
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17. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
CONTROL QUALITY
Prevention (keeping errors out of the process) and inspection (keeping
errors out of the hands of the customer).
Attribute sampling (the result either conforms or does not conform) and
variables sampling (the result is rated on a continuous scale that
measures the degree of conformity)
Tolerances (specified range of acceptable results) and control limits (that
identify the boundaries of common variation in a statistically stable
process or process performance).
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18. SMSVN – PMP Training Course 2013 – Chapter 8 Prepared by Luong Tri Tien - 29/07/2013
IMPORTANT TERMS
Mutual Exclusive: if two events cannot both occur in a single trial
Probability: something will occur
Normal Distribution: common probability density distribution chart
Statistical independence: the probability of one event occurring does not affect the
probability of another event occurring
Standard deviation (or Sigma): how far you are from the mean
3 or 6 sigma
Represent the level of quality has decided to try to achieve
6σ is higher quality standard than 3σ
Used to calculate the upper and lower control limits in a control chart
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Chất lượng là mức độ dự án đáp ứng yêu cầu Quản lý chất lượng là việc tạo ra & theo đuổi các chính sách và thủ tục để chắc chắn rằng dự án đáp ứng các yêu cầu đã đặt ra (theo quan điểm của KH) Là việc hoàn thành dự án mà không có sai lệch so với các yêu cầu của dự án
Quality: mức độ mà một tập hợp các đặc tính vốn có đáp ứng yêu cầu
Just in time: Preparing
Process boundariesDescribes the purpose of processes, their start and end, their inputs/outputs, the data required, the owner, and the stakeholdersProcess configurationA graphic depiction of processes, with interfaces identified, used to facilitate analysisProcess metricAlong with control limits, allows analysis of process efficiencyTarget for improved performanceGuide the process improvement activities
Quá trình chính thức hóa sự chấp nhận của các phân phôi dự án hoàn thành.Các lợi ích quan trọng của quá trình này là nó mang tính khách quan cho quá trình chấp nhận và làm tăng cơ hội của sản phẩm cuối cùng, dịch vụ, hoặc chấp nhận kết quả bằng cách xác mỗi deliverable.
Quá trình chính thức hóa sự chấp nhận của các phân phôi dự án hoàn thành.Các lợi ích quan trọng của quá trình này là nó mang tính khách quan cho quá trình chấp nhận và làm tăng cơ hội của sản phẩm cuối cùng, dịch vụ, hoặc chấp nhận kết quả bằng cách xác mỗi deliverable.
