1. Introduction to Project Management Quality Management Lecture a This material (Comp19_Unit10a) was developed by Johns Hopkins University, funded by the Department of Health and Human Services, Office of the National Coordinator for Health Information Technology under Award Number IU24OC000013.

2. Quality Management Learning Objectives—Lecture a Develop a quality management plan. Perform quality assurance. Apply quality tools. 2 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

3. What is Quality? Institute of Medicine defines six characteristics of high-quality care: 1.Care must be safe 2.Care must be effective and reliable 3.Care must be patient-centered 4.Care must be timely 5.Care must be efficient 6.Care must be equitable 3 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

4. Quality Control vs. Quality Assurance Quality Assurance applies to a process. It is a set of activities designed to ensure that the development and/or maintenance process is adequate to ensure a system will meet its objectives. Quality Control applies to a product. It is a set of activities designed to evaluate a developed a work product. 4 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

5. Total Quality Management Theory 5 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a TQM Model –Customer Focus –Planning Process –Process Management –Process Improvement –Total Participation

6. Dr. W. Edwards Deming System of Profound Knowledge: Appreciation of a system Knowledge of variation Theory of knowledge Knowledge of psychology (Deming, 2000) 6 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

7. Deming’s 14 Points 1.Create constancy of purpose towards improvement 2.Adopt the new philosophy 3.Cease dependence on inspection 4.Move towards a single supplier for any one item 5.Improve constantly and forever. 6.Institute training on the job 7.Institute leadership 8.Drive out fear 9.Break down barriers between departments 10.Eliminate slogans 11.Eliminate management by objectives 12.Remove barriers to pride of workmanship 13.Institute education and self-improvement 14.The transformation is everyone's job (Deming, 2000). 7 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

8. Deming Cycle 8 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

9. Joseph Juran Widely credited for adding the human dimension to quality management –Human relations problems are the ones to isolate. –Cultural resistance, is the root cause of quality issues. (Juran, 1992) 9 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

10. 10 Steps to Quality Improvement 1.Build awareness of opportunity to improve 2.Set-goals for improvement 3.Organize to reach goals 4.Provide training 5.Carryout projects to solve problems 6.Report progress 7.Give recognition 8.Communicate results 9.Keep score 10.Maintain momentum by making annual improvement part of the regular systems and processes of the company (Juran, 1992). 10 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

11. Pareto Principle 11 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

12. The Juran Trilogy 1.Quality Planning 2.Quality Control 3.Quality Improvement (Juran, 1992) 12 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

13. Six Sigma The DMAIC project methodology has five phases: 1.Define the problem, the voice of the customer, and the project goals, specifically. 2.Measure key aspects of the current process and collect relevant data. 3.Analyze the data to investigate and verify cause-and- effect relationships. 4.Improve or optimize the current process based upon data analysis using techniques 5.Control the future state process (Wikipedia,Six Sigma.) 13 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

14. QM vs. TQM TQM is proactive and takes place largely prior to production: –Customer focus –Obsession with quality –Scientific approach to decision making and problem solving –Long-term commitment –Teamwork –Employee involvement –Continual process improvement –Bottom up education and training –Freedom through control Unity of purpose Traditional views of quality –After the fact inspection 14 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

15. Creating a Quality Culture Culture of Quality Governance –Strategic Planning –Enterprise Innovation –Collaboration and Training –Performance Management 15 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

16. Components of Org Culture Business environment Change-oriented culture vs. don’t-rock-the-boat culture Organizational values What the organization thinks is important The heart and soul of organizational culture Cultural role model Employees who personify the organizations values Organizational rites, rituals, and customs The unwritten rules about how things are done Enforced by peer pressure Cultural transmitters Vehicles through which culture is passed down through successive generations of employees 16 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

17. Total Quality and ISO 9000 17 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

18. Eight Principles (Directly From TQM) 1.Customer Focus 2.Leadership 3.Involvement of People 4.Process Approach 5.System Approach 6.Continual Improvement 7.Factual Approach 8.Mutually Beneficial Supplier Relationships (ISO 9001:2008) 18 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

19. Process for Registration 1.Develop Quality Manual 2.Document Procedures 3.Evidence of Management Commitment 4.Insurance that customer requirements are met 5.Accredited Registrar Audit 6.Internal Audits 7.Periodic registrar Audits (ISO 9001:2008) 19 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

20. Quality Management Summary—Lecture a Total Quality Management and the theorists behind TQM Quality culture and approaches for creating a quality culture TQM and ISO 9000 family of certifications 20 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a

21. Quality Management References—Lecture a References Bennett-Staub A. Helping Residents Cope with a Patient Suicide. (2011). American Psychiatric Association. Available from: http://www.psych.org/Departments/EDU/ResidentMIT/orgsandterms.aspxhttp://www.psych.org/Departments/EDU/ResidentMIT/orgsandterms.aspx Deming W. (2000) The new economics: for industry, government, education. 2 nd ed. Boston: MIT Press. Deming W. Out of the Crisis. (2000) 2 nd ed. Boston: MIT Press. DoIT. Project Management Advisor. Develop Quality Management Plan. 2006. Available from: http://www.pma.doit.wisc.edu/plan/3-2/what.html http://www.pma.doit.wisc.edu/plan/3-2/what.html Fezeu L. Project Quality Management. Central Michigan University: Software Project Management. Available from: http://landconnector.com/SCHOOL/cps_Quality.html http://landconnector.com/SCHOOL/cps_Quality.html Hoyle D. ISO 9000 Quality Systems Handbook. (2009) 6 th ed. Elsevier Ltd. ISO 9001:2008; Quality management systems – Requirements; ISO Press Juran J. (1992). Juran on Quality by Design. New York: Simon & Schuster. Magrab E, Gupta S, McCluskey F, & Sandborn P. (2010) Process Design and Development: The Product Realization Process. Boca Raton, FL.: CRC Press; Project Management Institute, A guide to the project management body of knowledge. 4 th ed. Newtown Square, PA: PMI; 2008 Schwalbe K. (2009). Information technology project management (with Microsoft Project 2007 CD-ROM). 6th ed.. Scribd. Line Balancing What is it? Available from: http://www.scribd.com/doc/39457836/linebalhttp://www.scribd.com/doc/39457836/linebal Scribd. Seven Tools of Quality Control. Available from: http://www.scribd.com/doc/24650872/Seven-Tools-of- Quality-Controlhttp://www.scribd.com/doc/24650872/Seven-Tools-of- Quality-Control Six Sigma. Wikipedia. Available from: http://en.wikipedia.org/wiki/Six_Sigma Total Quality and ISO 9000 Series. Wikimedia by Alkazzi. Available from: http://en.wikipedia.org/wiki/File:Evolution_of_ISO_9000_series.png http://en.wikipedia.org/wiki/File:Evolution_of_ISO_9000_series.png Wikipedia. PDCA. Available from: http://en.wikipedia.org/wiki/PDCAhttp://en.wikipedia.org/wiki/PDCA Wikipedia. Six Sigma. Available from: http://en.wikipedia.org/wiki/Six_Sigmahttp://en.wikipedia.org/wiki/Six_Sigma 21 Introduction to Project Management Quality Management Lecture a Health IT Workforce Curriculum Version 3.0/Spring 2012

22. Quality Management References—Lecture a Charts, Tables, Figures Chart 10.1 Pareto Principle. Creative Commons: MetaComet. Wikimedia.com. Available from: http://en.wikipedia.org/wiki/File:Pareto.PNG http://en.wikipedia.org/wiki/File:Pareto.PNG Images Slide 8: The Deming Cycle. Creative Commons, Wikimedia. Available from: http://en.wikipedia.org/wiki/Demming_cycle#cite_note-0 http://en.wikipedia.org/wiki/Demming_cycle#cite_note-0 Slide 17: Total Quality and ISO 9000 Series. Wikimedia by Alkazzi. Available from: http://en.wikipedia.org/wiki/File:Evolution_of_ISO_9000_series.png http://en.wikipedia.org/wiki/File:Evolution_of_ISO_9000_series.png 22 Health IT Workforce Curriculum Version 3.0/Spring 2012 Introduction to Project Management Quality Management Lecture a