1. Project Quality Mangement
4/3/2011
Project Management
Knowledge Areas
Section – 3
Chapter – 8
Project Quality Management
Session Objectives…
1. To identify the project quality management
knowledge area‟s processes
2. How to plan quality for the project
3. How to implement quality assurance
4. How to monitor and control quality
PMP Prep Course
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2. Project Quality Mangement
4/3/2011
Project Quality Management
Exam Objectives…
1. What is Quality
2. Preparing for Quality
3. Planning for Quality
4. Creating the Quality Management Plan
5. Performing Quality Assurance
6. Implementing Quality Control
Project Quality Management
What makes quality to suffer?
 Overworking the project team in order to
complete the project.

◦ May result in unacceptable work due to decline in
team morale

A hurry to complete the project work by
speeding through quality inspections
◦ May result in unacceptable deliverables
PMP Prep Course
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3. Project Quality Mangement
4/3/2011
Project Quality Management
Quality Vs Grade
 Quality and Grade are not the same
 Quality is the sum of the characteristics of a
product that meet the specifications /
expectations of the project
 Grade is the category or rank given to entities
having the same functional use but different
characteristics

Quality management characteristics
 Customer satisfaction
 Prevention
Act
Plan
 Management responsibility
 Continuous improvement:-
Plan
Act
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Check
Do
– Do – Check –
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4. Project Quality Mangement
4/3/2011
Quality Gurus

Phillip B Crosby
 Crosby devised
the “Zero Defects” practice
 That is, DO IT RIGHT THE FIRST TIME
 He says, that costs will increase when quality
planning isn‟t performed upfront, which means,
rework, affecting productivity
 Prevention is the KEY
Quality Gurus

Joseph M Juran
 Is
known for his “FITNES FOR USE”
 That is, stakeholders and customers‟ expectations
are met or exceeded
 Conformance to Specifications
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5. Project Quality Mangement
4/3/2011
Quality Gurus
 W Edwards Deming
 Suggested that as much as 85% of quality issues is
management problem
 Deming proposed that workers cannot figure out
quality on their work and thus cannot perform at
their best
 Workers need to be shown what acceptable quality
is
 Deming is major contributor of Total Quality
Management (TQM)
Total Quality Management

Total Quality Management (TQM )
 Says that the process is the problem, not people
 TQM stipulates that quality must be managed in and
that quality improvement should be a continuous
way of doing business

Six Sigma
 Is a quality management approach
 Mostly used in manufacturing and services industries
 Is a measurement based strategy that focuses on
process improvement and variation reduction by
applying Six Sigma methodologies
PMP Prep Course
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6. Project Quality Mangement
4/3/2011
Six Sigma
Six Sigma
 It follows methodologies
 DMADV

Define, Measure, Analyze, Design, and Verify
 DMAIC
Define, Measure, Analyze, Improve, and Control
 Six
Sigma aims to eliminate defects and stipulates
that no more than 3.4 defects for million
operations
Project Quality Management

Kaizen technology:
A quality philosophy of applying continuous small
improvements to reduce costs and ensure
consistency

Marginal analysis:
The cost of the incremental improvements to a
process or a product are compared against the
increase in revenue made from the improvements
PMP Prep Course
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7. Project Quality Mangement
4/3/2011
Project Quality Management
The project team should adopt the quality policy of
the organization to guide the project implementation
 Project manager should document how the project
will fulfill the quality policy in project management
and deliverables
 If quality policy is not adoptable to the project or the
organization does not have a quality policy, the
project team should create a quality policy for the
project
 Quality is planned, designed, and built in – not
inspected

Plan Quality

The quality management plan addresses
Quality control
Quality assurance
Quality improvement

PMP Prep Course
The process identifies and documents the
quality requirements & standards for project
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8. Project Quality Mangement
4/3/2011
Plan Quality
INPUTS
1. Scope Baseline
2. Stakeholder
Register
3. Cost Performance
Baseline
4. Schedule Baseline
5. Risk Register
6. Enterprise
Environmental
Factors
7. Organizational
Process Assets
TOOLS & TECHNIQUES
OUTPUTS
1. Cost-Benefit
Analysis
2. Cost of Quality
3. Control Charts
4. Benchmarking
5. Design of
Experiments
6. Statistical Sampling
7. Flowcharting
8. Proprietary Quality
Management
Methodologies
9. Additional Quality
Planning Tools
1. Quality Management
Plan
2. Quality Metrics
3. Quality Checklists
4. Process
Improvement Plan
5. Project Document
Updates
Plan Quality

Inputs
1. Scope Baseline
2. Stakeholder Register
3. Cost Performance Baseline
4. Schedule Baseline
5. Risk Register
6. Enterprise Environmental Factors
7. Organizational Process Assets
PMP Prep Course
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9. Project Quality Mangement
4/3/2011
Plan Quality

Tools and Techniques
1. Cost-Benefit analysis
2. Cost of quality (COQ)
3. Control Charts
4. Benchmarking
5. Design of experiments
6. Statistical Sampling
7. Flowcharting
8. Proprietary Quality Management Methodologies
9. Additional quality planning tools
Plan Quality

Outputs
1. Quality Management Plan
2. Quality Metrics
3. Quality Checklists
4. Process Improvement Plan
Process Boundaries
Process Configuration
Process Metrics
5. Project Document Updates
PMP Prep Course
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10. Project Quality Mangement
4/3/2011
Tools & Techniques
Benefit-Cost Analysis
 Benefit:

Completing quality work increases productivity

Costs
Completing quality work may cost little more

Gold plating
Is process of adding extra features that may
increase cost
Cost of Quality

Cost of Quality
The cost of quality is cost of all the activities
within a project to ensure the quality

Cost of conformance to requirements:The cost of completing the project work to satisfy
the project scope and expected quality

Cost of nonconformance
The cost of completing the project without quality
PMP Prep Course
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11. Project Quality Mangement
4/3/2011
Cost of Quality
There are three types of Cost of Quality
 1. Prevention Costs

The costs associated with satisfying customer
requirements by producing a product without
defects. Includes quality planning, training
Cost of Quality
 2. Appraisal Costs
The costs expended to examine the product or
process and make certain the requirements are
being met. Includes inspections and testing
 3. Failure Costs
The costs when things don‟t work as expected.
Two types or failure costs are 1. Internal Failure
Costs and 2. External Failure Costs
Ex. 1.Rework – 2. Liabilities, Warranty work, Lost
business
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12. Project Quality Mangement
4/3/2011
Control Chart




Used to objectively define a process and variation
Process containing only common causes of
variation is considered stable, implying that the
variation is predictable within the established
control limits
Processes containing special as well as common
causes of variation are considered unstable. In
such cases the special causes fall outside the
established control limits
Control charts can be plotted for tracking
Production failures, defects by schedule/effort/cost
and variances
Control Chart
No. of Defects
Upper Control Limit
Lower Control Limit
Days
Stable Process
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13. Project Quality Mangement
4/3/2011
Control Chart
No. of Defects
Upper Control Limit
Lower Control Limit
Days
Unstable Process
Benchmarking
Is comparison among two projects, processes or
performance of organizations
The goal is to evaluate the differences between
two projects and to make corrective actions to the
current project
Is also used as a measurement against industry
standards, competitors‟ level of performance
PMP Prep Course
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14. Project Quality Mangement
4/3/2011
Design of Experiments

The approach relies on statistical what-if
scenarios to determine what variables within a
project will result in the best outcome.
Most often used on the product of project rather
than the project
Is also used as a method to identify which variables
within a project or product , are causing failures
Flowcharting


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The flowchart shows the logical steps
required to accomplish an objective.
The flowchart steps through a logical
sequence and checks for “YES” or „NO”
branching
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15. Project Quality Mangement
4/3/2011
Flowcharting
Measure attributes
of Deliverable
Deliverable
Ready for
Quality check
Conformance
To
Requirements
YES
Deliverable is
Ready for
Dispatch
NO
Return to
owner
Quality Check
Additional Quality Tools
 1. Brainstorming
 2. Nominal Group Techniques
PMP Prep Course
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16. Project Quality Mangement
4/3/2011
Perform Quality Assurance
Quality assurance (QA) is the sum of the
planning and the implementations of the plan
that ensures the project meets the quality
demand
 Involved in continuous process improvement,
for improving the quality of all processes

Perform Quality Assurance
INPUTS
1. Project
Management Plan
2. Quality Metrics
3. Work Performance
Information
4. Quality Control
Measurements
PMP Prep Course
TOOLS & TECHNIQUES
1. Plan Quality &
Perform
Quality Control
Tools &
Techniques
2. Quality Audits
3. Process
Analysis
OUTPUTS
1. Organizational
Process Assets
Updates
2. Change Requests
3. Project
Management Plan
Updates
4. Project Document
Updates
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17. Project Quality Mangement
4/3/2011
Perform Quality Assurance

Inputs
 1. Project Management Plan
 Quality Management Plan
 Process Improvement Plan
 2. Quality Metrics
 3. Work Performance Information
 4. Quality Control Measurements
Perform Quality Assurance

Tools and Techniques
 1. Plan Quality and Perform Quality Control
Tools & Techniques
 2. Quality Audits
 3. Process Analysis
PMP Prep Course
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18. Project Quality Mangement
4/3/2011
Perform Quality Assurance

Outputs




1. Organizational Process Assets Updates
2. Change Requests
3. Project Management Plan Updates
4. Project Document Updates
Perform Quality Control



PMP Prep Course
Quality Control is to monitor and measure
project results to determine that the results
are as per quality standards
QC measures performance, scheduling and
cost variances
QC occurs throughout the life of project
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19. Project Quality Mangement
4/3/2011
Perform Quality Control

Project team should do the following QC
activities
 Conduct statistical quality control
 Inspect the product to minimize errors
 Study special causes to determine anomalies to
quality
 Check the tolerance range to determine if the
results are within acceptable level of quality
Perform Quality Control

Project team should know the differences
between the following terms
Prevention
Keeping errors out of the
process
Attribute Sampling
The result either conforms or
does not conform
Variable Sampling
The result is rated on a continuous
scale that measures the degree
conformity
Tolerances
Control Limits
Specified range of accepted
results
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Inspection
Keeping errors out of the hands
of the customer
Thresholds, which can indicate
whether the process is out of
control
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20. Project Quality Mangement
4/3/2011
Perform Quality Control
INPUTS
1. Project
Management Plan
2. Quality Metrics
3. Quality Checklists
4. Work Performance
Measurements
5. Approved change
Requests
6. Deliverables
7. Organizational
Process Assets
TOOLS & TECHNIQUES
1. Cause and Effect
Diagrams
2. Control Charts
3. Flowcharting
4. Histogram
5. Pareto Chart
6. Run Chart
7. Scatter Diagram
8. Statistical sampling
9. Inspection
10. Approved Change
Requests Review
OUTPUTS
1. Quality Control
Measurements
2. Validated changes
3. Validated
Deliverables
4. Organizational
Process Assets
Updates
5. Change Requests
6. Project Management
Plan Updates
7. Project Document
Updates
Perform Quality Control








PMP Prep Course
Inputs
1. Project Management Plan
2. Quality Metrics
3. Quality Checklists
4.Work Performance Measurements
5. Approved Change Requests
6. Deliverables
7. Organizational Process Assets
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21. Project Quality Mangement
4/3/2011
Perform Quality Control






Tools and Techniques
1. Cause and Effect Diagrams
2. Control Chart
3. Flowcharting
4. Histogram
5. Pareto Chart
Perform Quality Control






PMP Prep Course
Tools and Techniques
6. Run Chart
7. Scatter Diagram
8. Statistical sampling
9. Inspection
10. Approved Change Requests Review
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22. Project Quality Mangement
4/3/2011
Perform Quality Control

Outputs







1. Quality Control Measurements
2.Validated Changes
3.Validated Deliverables
4. Organizational Process Assets Updates
5. Change Requests
6. Project Management Plan Updates
7. Project Document Updates
Tools & Techniques

Quality Tools







PMP Prep Course
1. Cause and Effect Diagram
2. Control Charts
3. Flowcharting
4. Histogram
5. Pareto Chart
6. Run Chart
7. Scatter Diagram
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23. Project Quality Mangement
4/3/2011
Cause and Effect Diagram
To visualize




clarify
link
identify and
classify possible causes of problems in processes,
products and services.
Also known as Fishbone diagrams or
Ishikawa diagrams
Examples
 Identifying sources of defect causes

Cause and Effect Diagram
Product
Process
Cause7
Cause1
Cause3
Cause9
Cause2
Cause8
Customer
Satisfaction
Cause4
Cause6
Cause5
Resources
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24. Project Quality Mangement
4/3/2011
Cause and Effect Diagram




Identify a problem (effect) with a list of
potential causes
Write the Effect at the rightmost side of the
paper
Identify Major Causes of the problem, which
become “Big Branches”
Cause Categories are Measurement,
Methods, Materials, Machines, People and
Environment
Cause and Effect Diagram





PMP Prep Course
Fill in the “Small branches” with sub-clauses till
the lowermost level
Review the diagram with the work process
Work on the Most important causes
Collect the data related to identified Root
Causes and study relationship
Continue for all Root Causes
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25. Project Quality Mangement
4/3/2011



Also known as Frequency
Distribution Chart
A bar graph that groups the
data by predetermined
intervals to show the
frequency of the data set
Used to measure and analyze
the data and identify Defect
Classification, Delivery Times,
Survey Findings
Y-Axis
Histogram
X-Axis
Pareto Chart





PMP Prep Course
Is also known as 80 – 20 rule
Provides the ability to Categorize Items, usually by
content (type of defect, position, process, time, etc.)
or cause (materials, operating methods, manpower,
measurement, etc.) factors
Identify the causes or characteristics that
contribute most to a problem
Decide which basic causes of a problem to work
on first
Understand the effectiveness of the improvement
by doing pre- and post improvement charts
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26. Project Quality Mangement
4/3/2011
Pareto Chart



Define the problem clearly
Collect sufficient Sample Size
Sort the data in descending order by
occurrence/frequency of cause/characteristics
Run Chart







PMP Prep Course
A graph of data in a chronological order, which
displays changes and trends in the central
tendency
Used to monitor and quantify process outputs
prior to control charts
Decide which output of a process to measure
Label the chart vertically and horizontally
Plot the individual measurements over time
Connect Data points
Monitor the data points for Trends
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27. Project Quality Mangement
4/3/2011
No. of Defects
Run Chart
Average
Days
Scatter Diagram

It is used for problem solving and
understanding cause-and-effect relationships
 It shows if a relation exists between Two variables
 Also known as Correlation Diagrams
PMP Prep Course
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28. Project Quality Mangement
4/3/2011
Scatter Diagram
Scatter Diagram
Car Age & Price
Price
3000
2000
1000
1
3
2
Age Years
4
5
Project Quality Management
To Sum Up….
1. We identified the project quality
management knowledge area‟s processes
2. We know how to plan quality for the project
3. We know how to implement quality
assurance
4. We know how to monitor and control
quality
PMP Prep Course
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29. Project Quality Mangement
4/3/2011
Questions ?
PMP Prep Course
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