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Project Quality
Management Plan Checklist
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AGENDA
Agenda
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01
Agenda
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Agenda
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02
Agenda
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Agenda
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Agenda
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2
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QUALITY MANAGEMENT
ensures that an organization, product or
service is consistent. It is the ability of a
product or service to consistently meet
or exceed customers expectations.
QUALITY MANAGEMENT DEFINITION
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Quality Assurance
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Quality Control
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Quality Planning
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Quality Improvement
Quality
Management
FOUR MAIN COMPONENTS OF QUALITY MANAGEMENT
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1920
1930
1940
1950
1960
1970
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Statistical Process
Control Charts
Statistical Process
Control Charts
Statistical Process
Control Charts
Statistical Process
Control Charts
Statistical Process
Control Charts
Statistical Process
Control Charts
EVOLUTION OF QUALITY MANAGEMENT
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Production Process
INSPECTION by
an inspection team
QUALITY CONTROL Usually takes
place at end of production process
Quality is seen as EVERYONE’S
Job, not just a small team of
inspectors!
Production Process
QUALITY ASSURANCE Focuses on
prevention where samples of part
finished goods are checked at different
times in production process
It’s about
PREVENTION rather
than just detection
CHECK QUALITY
6
QUALITY CONTROL Vs. QUALITY ASSURANCE
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Customer-focused Organization
Leadership
Involvement Of People
Process Approach
System Approach To Management
Continual Improvement
Factual Approach To Decision Making
Mutually Beneficial Supplier Relationships
Principles Of
Quality
Management
8 PRINCIPLES OF QUALITY MANAGEMENT
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Students
Internship
FocusIndustry
Work
Unpaid
Center
Career
Interns
Services
Professional Industry
Companies
Option
Way
Get
FullTime
Part Time
Also
Job
Interested
Summer
customer
Internships
Many
Excellent
Job
Determine
Also
Looking
Help
Around
Latter
Training
Looking
Help
Students
Students
Internship
Excellent
Excellent
Get
Get
Get
Get
Get
Way
Way
Center
Center
Center
Get
Unpaid
Career
Career
Career
Training
Training
Summer
Summer
Part Time
Part Time
Part Time
Way
Latter
Latter
Latter
Looking
Looking
Looking
Professional
Professional
Way
Way
Interns
Companies
Companies
Companies
Determine
Industry
Industry
Industry
Industry Experience
Experience
Also
Also
Also
Also
Summer
Summer
Summer
Summer
Interns
Interns
Interns
Services
Services
Services Looking
Looking
Internships
Students
Students
Students
ManyMany
Option
Option
Option
Option
Option Option
Option
Option
Way
Way
Also
Also
Also
Interns
Latter
Internship
Excellent
Where Possible, They Should Aim
To Exceed Customer Expectations.
This Standard Relates To Customer
Needs And Customer Service.
A Business Should Understand
Their Customers And Seek To Meet
Their Requirements.
8
CUSTOMER FOCUS
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Marking customer needs and the needs of
other stakeholders understood throughout
the organisation.
Ensuring that relevant goals and targets
are directly linked to customer needs and
expectations.
Improving the performance of the
organisation to meet customer needs.
Ensuring the people have the knowledge
and skills requires to satisfy the
organization's customer.
For Policy And Strategy Formulation
For Goal And Target Setting
For Operation Management
For Human Resource Management
Beneficial
Applications Of
The Principle
Include
9
BENEFITS OF CUSTOMER FOCUS
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A business should have clear
objectives and employees
should be actively involved in
achieving this.
This standard relates to the
direction of the organization.
10
LEADERSHIP
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Establishing and communicating a clear
vision of the organisation’ s future.
Translating the vision of the organisation
into measurable goals and targets.
Empowered and involved people achieve
the organization's objectives.
Having an empowered, motivated, well
informed and stable workforce.
For Policy And Strategy Formulation
For Goal And Target Setting
For Operation Management
For Human Resource Management
Beneficial
Applications Of
The Principle
Include
BENEFITS OF LEADERSHIP
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This principle recognizes that an
organization is nothing without its
staff.
That their abilities should be
used to full effect for business
success.
INVOLVEMENT OF PEOPLE
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People effectively contributing to
improvement of the policy and strategies
of the organization.
People sharing ownership of the
organization's goals.
People being involved in appropriate
decisions and process improvements.
People being more satisfied with their jobs
and being active involved in their personal
growth and development for the
organization's benefit.
For Policy And Strategy Formulation
For Goal And Target Setting
For Operation Management
For Human Resource Management
Beneficial
Applications Of
The Principle
Include
BENEFITS OF INVOLVEMENT OF PEOPLE
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02
03
04
01
Process
Approach
The process approach relates to
efficiency and the understanding
that appropriate processes will
speed up activities.
PROCESS APPROACH
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For Policy And Strategy Formulation
For Goal And Target Setting
For Operation Management
Beneficial
Applications Of
The Principle
Include
Utilizing defines processes throughout the
organization will lead to more predictable results
better use of resources shorter cycle times and
lower costs.
Understanding the capability of processes enables
the creation of challenging goals and targets.
Adopting the process approach for all operation
results in lower costs prevention of errors control of
variation shorter cycle times and more predictable
outputs.
15
BENEFITS OF PROCESS APPROACH
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“Identifying, understanding and
managing interrelated processes
as a system contributes to the
organization's effectiveness and
efficiency in achieving its
objectives.” This means that
multiple processes are managed
together as a system which
should lead to greater efficiency.
16
SYSTEM APPROACH TO MANAGEMENT
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The creation of comprehensive and
challenging plans that link functional and
process inputs.
The goals and targets of individual
processes are aligned with the
organization's key objective.
A broader overview of the effectiveness of
processes which leads to understanding
the causes of problems and timely
improvement action.
Provides a better understanding of roles
and responsibilities for achieving common
objectives thereby reducing cross
functional barriers and improving.
For Policy And Strategy Formulation
For Goal And Target Setting
For Operation Management
For Human Resource Management
Beneficial
Applications Of
The Principle
Include
17
BENEFITS OF SYSTEM APPROACH TO MANAGEMENT
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01
02
This principle is very straight
forward: continual
improvement should be an
active business objective.
CONTINUAL IMPROVEMENT
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Strategies based on relevant data and
information are more realistic and more
likely to be achieved.
Using relevant comparative data and
information to set realistic and challenging
goals and target.
Data and information are the basis for
understanding both process and system
performance to guide improvements and
prevent future problems.
Analysing data and information from
sources such as people surveys
suggestion and focus groups to guide the
formulation of human resource policies.
For Policy And Strategy Formulation
For Goal And Target Setting
For Operation Management
For Human Resource Management
Beneficial
Applications Of
The Principle
Include
19
BENEFITS OF CONTINUAL IMPROVEMENT
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A logical approach, based on data
and analysis, is good business
sense. Unfortunately, in a fact paced
workplace, decisions can often be
made rashly, without proper thought.
The efficiency that will have been
imbued in the organization after the
implementation of prior principles will
allow decisions to be made with
clarity.
FACTUAL APPROACH TO DECISION MAKING
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Creating and achieving more competitive
business plan through the integration of
continual improvement with strategic and
business planning.
Setting realistic and challenging
improvement goals and providing the
resources to achieve them.
Involving people in the organization in the
continual improvement of processes.
Providing all people the organization with
the tools, opportunities and
encouragement to improve products
processes and systems.
For Policy And Strategy Formulation
For Goal And Target Setting
For Operation Management
For Human Resource Management
Beneficial
Applications Of
The Principle
Include
21
BENEFITS OF FACTUAL APPROACH TO DECISION MAKING
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MUTUALLY BENEFICIAL SUPPLIER RELATIONS
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Strategies based on relevant data and
information are more realistic and more
likely to be achieved.
Using relevant comparative data and
information to set realistic and challenging
goals and target.
Data and information are the basis for
understanding both process and system
performance to guide improvements and
prevent future problems.
Analysing data and information from
sources such as people surveys
suggestion and focus groups to guide the
formulation of human resource policies.
For Policy And Strategy Formulation
For Goal And Target Setting
For Operation Management
For Human Resource Management
Beneficial
Applications Of
The Principle
Include
23
BENEFITS OF MUTUALLY BENEFICIAL SUPPLIER RELATIONS
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01
02
03
04
05
06
07
08
Performance
Quality
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Reliability
Quality
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Conformance
Quality
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Aesthetics
Quality
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Features
Quality
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Durability
Quality
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Serviceability
Quality
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Perceived
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DIMENSIONS OF QUALITY
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A quality product will perform as expected by the
user and as specified by the manufacturer. If
products do not do as buyers expect, users will be
disappointed and frustrated. Worse still poor
performing products get negative reviews and lose
sales and reputation.
Features are additional characteristics that enhance
the appeal of the product or service to the user. What
additional benefits will be added to the product? Will
they be they tangible or non-tangible benefits. For
example this could be after sales service, or
guarantees. Some features will be present in all
products but other features will only be found in
"quality" products. For example all cars have wheels,
steering wheel, gears, windows and seats but only
some cars have heated seats, assisted parking and
Bluetooth.
FEATURES
PERFORMANCE
25
THE DIMENSIONS: PERFORMANCE AND FEATURES
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The product consistent? Will it perform well over its
expected lifetime and perform consistently? Many
brands have developed trust with customers
because of their reputation for reliability.
Durability measures the length of a product’s life.
When the product can be repaired, estimating
durability is more complicated. The item will be used
until it is no longer economical to operate it.
Technically, durability can be defined as the amount
of use one gets from a product before it deteriorates.
DURABILITY
RELIABILITY
26
THE DIMENSIONS: RELIABILITY AND DURABILITY
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Serviceability refers to the promptness, courtesy,
proficiency and ease in repair when the product
breaks down and is sent for repairs.
Aesthetic aspect of a product is comparatively
subjective in nature and refers to its impact on the
human senses such as how it looks, feels, sounds,
tastes and so on, depending upon the type of
product. Automobile companies make sure that in
addition to functional quality, the automobiles are
also.
AESTHETICS
SERVICEABILITY
27
THE DIMENSIONS: SERVICEABILITY AND AESTHETICS
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It is the degree to which the product conforms to pre-
established specifications. All quality products are
expected to precisely meet the set standards.
An equally important dimension of quality is the
perception of the quality of the product in the mind of
the consumer. Honda cars, Sony Walkman and
Rolex watches are perceived to be high quality items
by the consumers.
PERCEIVED QUALITY
CONFORMANCE
28
THE DIMENSIONS: CONFORMANCE AND PERCEIVED QUALITY
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‱ World Of Mouth
‱ Personal Needs
‱ Post Experience
Expected Service Perceived Service
Service
Delivery(including Per-
and Post Contacts)
External Communication
To Customers
Translation Of
Perceptions Into Service
Quality Specifications
Management
Perceptions Of
Consumer Expectations
PROVIDER
CUSTOMER
Gap 1 Gap 5Gap 4
Gap 3
Gap 2
SERVICE GAP MODEL
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GAP 1
Is the distance between what customers expect and what managers
think they expect - clearly survey research is a key way to narrow this
gap.
GAP 2
Is Between Management Perception And The Actual Specification Of The
Customer Experience - Managers Need To Make Sure The Organization Is
Defining The Level Of Service They Believe Is Needed.
GAP 3
Is from the experience specification to the delivery of the experience - managers need
to audit the customer experience that their organization currently delivers in order to
make sure it lives up to the spec.
GAP 4
Is the gap between the delivery of the customer experience and what is communicated to customers - all
too often organizations exaggerate what will be provided to customers, or discuss the best case rather than
the likely case, raising customer expectations and harming customer perceptions.
GAP 5
Is the gap between a customer's perception of the experience and the customer's expectation of the service -
customers' expectations have been shaped by word of mouth, their personal needs and their own past
experiences. Routine transactional surveys after delivering the customer experience are important for an
organization to measure customer perceptions of service.
30THE FIVE GAPS THAT ORGANIZATIONS SHOULD MEASURE MANAGE AND MINIMIZE
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Design
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Service
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Ease Of Use
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Conforms To Design
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01 0302 04
DETERMINANTS OF QUALITY
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01
04
03
Service
Quality
Customer Expectation
Often Change
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Different Customers Have
Different Expectations
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Each Customer Contact
Is A “ Moment Of Truth”
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Fail-safing Must Be
Designed Into The System
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CHALLENGES WITH SERVICE QUALITY
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Loss Of Business
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Liability
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Costs (Rework, Scrap,
Warranty Cost, Etc.)
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Productivity (Rework, Defective
Output That Must Be Scrapped)
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The
Consequences
Of Poor
Quality
02
01
04
03
CONSEQUENCES OF POOR QUALITY
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05
04
03
06
07
08
RESPONSIBILITY
FOR
QUALITY
Top Management
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Quality Assurance
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Packaging And Shipping
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Marketing And Sales
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Customer Service
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Production / Operations
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Procurement
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Design
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RESPONSIBILITY FOR QUALITY
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Total Cost
Of Quality
Cost Of Good
Quality
Cost Of Poor
Quality
Prevention
Appraisal
Internal Failure
External Failure
35
COST FOR QUALITY
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External failure
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Internal Failure
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Prevention
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Appraisal
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01
02 03
04
Quality Improvement
COST FOR QUALITY GRAPH
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Substandard
Service
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Poor
Designs
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Defective
Products
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Substandard Parts And
Materials In The Boxes.
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SUBSTANDARD
01
0203
04
ETHICS AND QUALITY
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ADDITIONAL
SLIDES
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Vision
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Goal
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Strategies
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Mission
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OUR VISION
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OUR TEAM
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ANITA CLARK
Manager
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JENNY PARKER
Graphic Designer
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CAROL SMITH
CEO
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ROBIN SMITH
Director
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JOHE SMITH
Director-sales
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MARRY FINDER
Web Designer
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ABOUT US
TOM PARKER
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Manager
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Graphic Designer
ANITA CARTERJOHN SMITH
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CEO
MARY SMITH
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Director
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01
02
0304
05
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OUR GOAL
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COMPARISON
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30%
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50%
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70%
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90%
FINANCIAL
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QUOTES
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20%
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80%
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DASHBOARD
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LOCATION
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20182017 2019 2020 2021
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TIMELINE
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POST IT
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PUZZLE
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TARGET
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Project Quality Management Plan Checklist PowerPoint Presentation Slides

  • 1. Project Quality Management Plan Checklist Your Company Name
  • 2. AGENDA Agenda This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 01 Agenda This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 04 Agenda This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 02 Agenda This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 05 Agenda This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 03 Agenda This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 06 2 Your Company Name
  • 3. 3 QUALITY MANAGEMENT ensures that an organization, product or service is consistent. It is the ability of a product or service to consistently meet or exceed customers expectations. QUALITY MANAGEMENT DEFINITION Your Company Name
  • 4. 4 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Quality Assurance This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Quality Control This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Quality Planning This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Quality Improvement Quality Management FOUR MAIN COMPONENTS OF QUALITY MANAGEMENT Your Company Name
  • 5. 5 1920 1930 1940 1950 1960 1970 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Statistical Process Control Charts Statistical Process Control Charts Statistical Process Control Charts Statistical Process Control Charts Statistical Process Control Charts Statistical Process Control Charts EVOLUTION OF QUALITY MANAGEMENT Your Company Name
  • 6. Production Process INSPECTION by an inspection team QUALITY CONTROL Usually takes place at end of production process Quality is seen as EVERYONE’S Job, not just a small team of inspectors! Production Process QUALITY ASSURANCE Focuses on prevention where samples of part finished goods are checked at different times in production process It’s about PREVENTION rather than just detection CHECK QUALITY 6 QUALITY CONTROL Vs. QUALITY ASSURANCE Your Company Name
  • 7. 7 Customer-focused Organization Leadership Involvement Of People Process Approach System Approach To Management Continual Improvement Factual Approach To Decision Making Mutually Beneficial Supplier Relationships Principles Of Quality Management 8 PRINCIPLES OF QUALITY MANAGEMENT Your Company Name
  • 8. Students Internship FocusIndustry Work Unpaid Center Career Interns Services Professional Industry Companies Option Way Get FullTime Part Time Also Job Interested Summer customer Internships Many Excellent Job Determine Also Looking Help Around Latter Training Looking Help Students Students Internship Excellent Excellent Get Get Get Get Get Way Way Center Center Center Get Unpaid Career Career Career Training Training Summer Summer Part Time Part Time Part Time Way Latter Latter Latter Looking Looking Looking Professional Professional Way Way Interns Companies Companies Companies Determine Industry Industry Industry Industry Experience Experience Also Also Also Also Summer Summer Summer Summer Interns Interns Interns Services Services Services Looking Looking Internships Students Students Students ManyMany Option Option Option Option Option Option Option Option Way Way Also Also Also Interns Latter Internship Excellent Where Possible, They Should Aim To Exceed Customer Expectations. This Standard Relates To Customer Needs And Customer Service. A Business Should Understand Their Customers And Seek To Meet Their Requirements. 8 CUSTOMER FOCUS Your Company Name
  • 9. Marking customer needs and the needs of other stakeholders understood throughout the organisation. Ensuring that relevant goals and targets are directly linked to customer needs and expectations. Improving the performance of the organisation to meet customer needs. Ensuring the people have the knowledge and skills requires to satisfy the organization's customer. For Policy And Strategy Formulation For Goal And Target Setting For Operation Management For Human Resource Management Beneficial Applications Of The Principle Include 9 BENEFITS OF CUSTOMER FOCUS Your Company Name
  • 10. A business should have clear objectives and employees should be actively involved in achieving this. This standard relates to the direction of the organization. 10 LEADERSHIP Your Company Name
  • 11. 11 Establishing and communicating a clear vision of the organisation’ s future. Translating the vision of the organisation into measurable goals and targets. Empowered and involved people achieve the organization's objectives. Having an empowered, motivated, well informed and stable workforce. For Policy And Strategy Formulation For Goal And Target Setting For Operation Management For Human Resource Management Beneficial Applications Of The Principle Include BENEFITS OF LEADERSHIP Your Company Name
  • 12. 12 This principle recognizes that an organization is nothing without its staff. That their abilities should be used to full effect for business success. INVOLVEMENT OF PEOPLE Your Company Name
  • 13. 13 People effectively contributing to improvement of the policy and strategies of the organization. People sharing ownership of the organization's goals. People being involved in appropriate decisions and process improvements. People being more satisfied with their jobs and being active involved in their personal growth and development for the organization's benefit. For Policy And Strategy Formulation For Goal And Target Setting For Operation Management For Human Resource Management Beneficial Applications Of The Principle Include BENEFITS OF INVOLVEMENT OF PEOPLE Your Company Name
  • 14. 14 02 03 04 01 Process Approach The process approach relates to efficiency and the understanding that appropriate processes will speed up activities. PROCESS APPROACH Your Company Name
  • 15. For Policy And Strategy Formulation For Goal And Target Setting For Operation Management Beneficial Applications Of The Principle Include Utilizing defines processes throughout the organization will lead to more predictable results better use of resources shorter cycle times and lower costs. Understanding the capability of processes enables the creation of challenging goals and targets. Adopting the process approach for all operation results in lower costs prevention of errors control of variation shorter cycle times and more predictable outputs. 15 BENEFITS OF PROCESS APPROACH Your Company Name
  • 16. “Identifying, understanding and managing interrelated processes as a system contributes to the organization's effectiveness and efficiency in achieving its objectives.” This means that multiple processes are managed together as a system which should lead to greater efficiency. 16 SYSTEM APPROACH TO MANAGEMENT Your Company Name
  • 17. The creation of comprehensive and challenging plans that link functional and process inputs. The goals and targets of individual processes are aligned with the organization's key objective. A broader overview of the effectiveness of processes which leads to understanding the causes of problems and timely improvement action. Provides a better understanding of roles and responsibilities for achieving common objectives thereby reducing cross functional barriers and improving. For Policy And Strategy Formulation For Goal And Target Setting For Operation Management For Human Resource Management Beneficial Applications Of The Principle Include 17 BENEFITS OF SYSTEM APPROACH TO MANAGEMENT Your Company Name
  • 18. 18 01 02 This principle is very straight forward: continual improvement should be an active business objective. CONTINUAL IMPROVEMENT Your Company Name
  • 19. Strategies based on relevant data and information are more realistic and more likely to be achieved. Using relevant comparative data and information to set realistic and challenging goals and target. Data and information are the basis for understanding both process and system performance to guide improvements and prevent future problems. Analysing data and information from sources such as people surveys suggestion and focus groups to guide the formulation of human resource policies. For Policy And Strategy Formulation For Goal And Target Setting For Operation Management For Human Resource Management Beneficial Applications Of The Principle Include 19 BENEFITS OF CONTINUAL IMPROVEMENT Your Company Name
  • 20. 20 A logical approach, based on data and analysis, is good business sense. Unfortunately, in a fact paced workplace, decisions can often be made rashly, without proper thought. The efficiency that will have been imbued in the organization after the implementation of prior principles will allow decisions to be made with clarity. FACTUAL APPROACH TO DECISION MAKING Your Company Name
  • 21. Creating and achieving more competitive business plan through the integration of continual improvement with strategic and business planning. Setting realistic and challenging improvement goals and providing the resources to achieve them. Involving people in the organization in the continual improvement of processes. Providing all people the organization with the tools, opportunities and encouragement to improve products processes and systems. For Policy And Strategy Formulation For Goal And Target Setting For Operation Management For Human Resource Management Beneficial Applications Of The Principle Include 21 BENEFITS OF FACTUAL APPROACH TO DECISION MAKING Your Company Name
  • 22. 22 MUTUALLY BENEFICIAL SUPPLIER RELATIONS Your Company Name
  • 23. Strategies based on relevant data and information are more realistic and more likely to be achieved. Using relevant comparative data and information to set realistic and challenging goals and target. Data and information are the basis for understanding both process and system performance to guide improvements and prevent future problems. Analysing data and information from sources such as people surveys suggestion and focus groups to guide the formulation of human resource policies. For Policy And Strategy Formulation For Goal And Target Setting For Operation Management For Human Resource Management Beneficial Applications Of The Principle Include 23 BENEFITS OF MUTUALLY BENEFICIAL SUPPLIER RELATIONS Your Company Name
  • 24. 24 01 02 03 04 05 06 07 08 Performance Quality This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Reliability Quality This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Conformance Quality This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Aesthetics Quality This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Features Quality This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Durability Quality This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Serviceability Quality This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Perceived Quality This slide is 100% editable. Adapt it to your needs and capture your audience's attention. DIMENSIONS OF QUALITY Your Company Name
  • 25. A quality product will perform as expected by the user and as specified by the manufacturer. If products do not do as buyers expect, users will be disappointed and frustrated. Worse still poor performing products get negative reviews and lose sales and reputation. Features are additional characteristics that enhance the appeal of the product or service to the user. What additional benefits will be added to the product? Will they be they tangible or non-tangible benefits. For example this could be after sales service, or guarantees. Some features will be present in all products but other features will only be found in "quality" products. For example all cars have wheels, steering wheel, gears, windows and seats but only some cars have heated seats, assisted parking and Bluetooth. FEATURES PERFORMANCE 25 THE DIMENSIONS: PERFORMANCE AND FEATURES Your Company Name
  • 26. The product consistent? Will it perform well over its expected lifetime and perform consistently? Many brands have developed trust with customers because of their reputation for reliability. Durability measures the length of a product’s life. When the product can be repaired, estimating durability is more complicated. The item will be used until it is no longer economical to operate it. Technically, durability can be defined as the amount of use one gets from a product before it deteriorates. DURABILITY RELIABILITY 26 THE DIMENSIONS: RELIABILITY AND DURABILITY Your Company Name
  • 27. Serviceability refers to the promptness, courtesy, proficiency and ease in repair when the product breaks down and is sent for repairs. Aesthetic aspect of a product is comparatively subjective in nature and refers to its impact on the human senses such as how it looks, feels, sounds, tastes and so on, depending upon the type of product. Automobile companies make sure that in addition to functional quality, the automobiles are also. AESTHETICS SERVICEABILITY 27 THE DIMENSIONS: SERVICEABILITY AND AESTHETICS Your Company Name
  • 28. It is the degree to which the product conforms to pre- established specifications. All quality products are expected to precisely meet the set standards. An equally important dimension of quality is the perception of the quality of the product in the mind of the consumer. Honda cars, Sony Walkman and Rolex watches are perceived to be high quality items by the consumers. PERCEIVED QUALITY CONFORMANCE 28 THE DIMENSIONS: CONFORMANCE AND PERCEIVED QUALITY Your Company Name
  • 29. 29 ‱ World Of Mouth ‱ Personal Needs ‱ Post Experience Expected Service Perceived Service Service Delivery(including Per- and Post Contacts) External Communication To Customers Translation Of Perceptions Into Service Quality Specifications Management Perceptions Of Consumer Expectations PROVIDER CUSTOMER Gap 1 Gap 5Gap 4 Gap 3 Gap 2 SERVICE GAP MODEL Your Company Name
  • 30. GAP 1 Is the distance between what customers expect and what managers think they expect - clearly survey research is a key way to narrow this gap. GAP 2 Is Between Management Perception And The Actual Specification Of The Customer Experience - Managers Need To Make Sure The Organization Is Defining The Level Of Service They Believe Is Needed. GAP 3 Is from the experience specification to the delivery of the experience - managers need to audit the customer experience that their organization currently delivers in order to make sure it lives up to the spec. GAP 4 Is the gap between the delivery of the customer experience and what is communicated to customers - all too often organizations exaggerate what will be provided to customers, or discuss the best case rather than the likely case, raising customer expectations and harming customer perceptions. GAP 5 Is the gap between a customer's perception of the experience and the customer's expectation of the service - customers' expectations have been shaped by word of mouth, their personal needs and their own past experiences. Routine transactional surveys after delivering the customer experience are important for an organization to measure customer perceptions of service. 30THE FIVE GAPS THAT ORGANIZATIONS SHOULD MEASURE MANAGE AND MINIMIZE Your Company Name
  • 31. 31 Design This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Service This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Ease Of Use This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Conforms To Design This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 01 0302 04 DETERMINANTS OF QUALITY Your Company Name
  • 32. 02 01 04 03 Service Quality Customer Expectation Often Change This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Different Customers Have Different Expectations This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Each Customer Contact Is A “ Moment Of Truth” This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Fail-safing Must Be Designed Into The System This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 32 CHALLENGES WITH SERVICE QUALITY Your Company Name
  • 33. 33 Loss Of Business This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Liability This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Costs (Rework, Scrap, Warranty Cost, Etc.) This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Productivity (Rework, Defective Output That Must Be Scrapped) This slide is 100% editable. Adapt it to your needs and capture your audience's attention. The Consequences Of Poor Quality 02 01 04 03 CONSEQUENCES OF POOR QUALITY Your Company Name
  • 34. 01 05 04 03 06 07 08 RESPONSIBILITY FOR QUALITY Top Management This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Quality Assurance This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Packaging And Shipping This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Marketing And Sales This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Customer Service This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Production / Operations This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Procurement This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Design This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 34 RESPONSIBILITY FOR QUALITY Your Company Name
  • 35. Total Cost Of Quality Cost Of Good Quality Cost Of Poor Quality Prevention Appraisal Internal Failure External Failure 35 COST FOR QUALITY Your Company Name
  • 36. 36 External failure This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Internal Failure This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Prevention This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Appraisal This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 01 02 03 04 Quality Improvement COST FOR QUALITY GRAPH Your Company Name
  • 37. 37 Substandard Service This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Poor Designs This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Defective Products This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Substandard Parts And Materials In The Boxes. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. SUBSTANDARD 01 0203 04 ETHICS AND QUALITY Your Company Name
  • 39. 39 Vision This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Goal This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Strategies This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Mission This slide is 100% editable. Adapt it to your needs and capture your audience's attention. OUR VISION Your Company Name
  • 40. 40 OUR TEAM This slide is 100% editable. Adapt it to your needs and capture your audience's attention. ANITA CLARK Manager This slide is 100% editable. Adapt it to your needs and capture your audience's attention. JENNY PARKER Graphic Designer This slide is 100% editable. Adapt it to your needs and capture your audience's attention. CAROL SMITH CEO This slide is 100% editable. Adapt it to your needs and capture your audience's attention. ROBIN SMITH Director This slide is 100% editable. Adapt it to your needs and capture your audience's attention. JOHE SMITH Director-sales This slide is 100% editable. Adapt it to your needs and capture your audience's attention. MARRY FINDER Web Designer Your Company Name
  • 41. 41 ABOUT US TOM PARKER This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Manager This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Graphic Designer ANITA CARTERJOHN SMITH This slide is 100% editable. Adapt it to your needs and capture your audience's attention. CEO MARY SMITH This slide is 100% editable. Adapt it to your needs and capture your audience's attention. Director Your Company Name
  • 42. 42 01 02 0304 05 TEXT HERE This slide is 100% editable. Adapt it to your needs and capture your audience's attention. TEXT HERE This slide is 100% editable. Adapt it to your needs and capture your audience's attention. TEXT HERE This slide is 100% editable. Adapt it to your needs and capture your audience's attention. TEXT HERE This slide is 100% editable. Adapt it to your needs and capture your audience's attention. TEXT HERE This slide is 100% editable. Adapt it to your needs and capture your audience's attention. OUR GOAL Your Company Name
  • 43. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 43 COMPARISON Your Company Name
  • 44. 44 TEXT HERE This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 30% TEXT HERE This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 50% TEXT HERE This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 70% TEXT HERE This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 90% FINANCIAL Your Company Name
  • 45. This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. 45 QUOTES Your Company Name
  • 46. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 20% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 50% This slide is 100% editable. Adapt it to your needs and capture your audience's attention. 80% 46 DASHBOARD Your Company Name
  • 47. 47 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. LOCATION Your Company Name
  • 48. This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. TEXT HERE This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. TEXT HERE This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. TEXT HERE This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. TEXT HERE This slide is 100% editable. Adapt it to your needs and capture your audience’s attention. TEXT HERE 20182017 2019 2020 2021 48 TIMELINE Your Company Name
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  • 59. 59 2017 2018 2019 2020 2021 This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. This slide is 100% editable. Adapt it to your needs and capture your audience's attention. BAR GRAPH Your Company Name
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  • 61. 61 THANK YOU Address # street number, city, state Contact Numbers: 08785644562 Email Address: emailaddress@123.com Your Company Name