1. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com Chapter 8. 프로젝트 품질관리 (Project Quality Management)

2. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 1 0. 품질 개요 (Quality Overview) 1. 품질 기획 (Quality Planning) 2. 품질 보증 수행 (Perform Quality Assurance) 3. 품질 통제 수행 (Perform Quality Control) 학습내용

3. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 2 1. 품질 (Quality), 프로젝트 품질관리 (Project Quality Management) 의 정의 (Definition) 을 이해하고 유사한 정의와의 차이를 설명할 수 있다 2. Project Quality Management 의 주요 Processes 인 품질기획 (Quality Planning), 품질보증 수행 (Perform Quality Assurance), 품질통제 수행 (Perform Quality Control) 의 투입물 (Inputs), 도구 및 기법 (Tools & Techniques), 산출물 (Outputs) 을 이해하고 타 프로젝트 관리 프로세스 (Project Management Process) 와의 연계성을 도식화할 수 있다 3. 품질 향상 (Quality Improvement) 을 위한 다양한 도구 및 기법 (Tools & Techniques) 을 정확하게 이해하고, 프로젝트 현장에서 적용할 수 있다 학습목표

4. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 3 8.0.1 품질 용어의 정의 (Definitions of Quality Terms)  품질 (Quality) :  품질이란 기본 특성 및 기능들이 요구사항을 충실히 이행하는 수준 (The degree to which a set of inherent characteristics fulfills requirements)  Stated and implied needs are the inputs to developing project requirements  A critical element of quality management in the project context is to turn stakeholder needs, wants, and expectations into requirements through Stakeholder Analysis 0. 품질 개요 (Quality Overview) True Quality mean ‘ value-added ’ to the customer

5. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 4  프로젝트 품질관리 (Project Quality Management)  프로젝트 품질관리 프로세스는 품질방침, 목표 및 책임을 결정하는 수행조직의 모든 활동을 포함함 (Project Quality Management processes include all the activities of the performing organization that determine quality policies, objectives, and responsibilities)  이것은 적절하게 지속적인 프로세스 개선활동과 연계하여 품질기획, 품질보증, 품질통제의 방침, 절차, 프로세스를 통해 품질관리시스템을 적용함 (It implements the quality management system through the policy, procedures, and processes of quality planning, quality assurance, and quality control, with continuous process improvement activities conducted throughout, as appropriate)  QM = QP + QA + QC + QI (Quality Improvement) 0. 품질 개요 (Quality Overview)

6. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 5  프로젝트 품질관리 (Project Quality Management ) 계속  프로젝트 품질관리는 프로젝트 관리와 프로젝트 산출물 모두를 반드시 다룸 (Project quality management must address both the management of the project and the product of the project) - Management of the project : Cost, Time, etc - Product of the Project : Goods and services  While Project Quality Management applies to all projects, regardless of the nature of their product, product quality measures and techniques are specific to the particular type of product produced by the project  Failure to meet quality requirements in either dimension can have serious negative consequences for any or all of project stakeholders - Meeting customer requirements by overworking the project team - Meeting project schedule objectives by rushing planned quality inspections 0. 품질 개요 (Quality Overview)

7. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 6 8.0.2 Basic Approach to Quality Management  Generalized approach : ISO 9000/10000  ISO 9000 and 10000 series - Standards for Quality System -ISO 9000 is not a set of standards for product or services specific to any one industry, instead, it is a quality system applicable to any product, services anywhere in the world.  Proprietary approach : Deming / Juran / Crosby  Nonproprietary approach : Total Quality Management (TQM) / Six Sigma / Failure Mode and Effect Analysis / Design Reviews / Voice of the Customer / Cost of Quality (COQ), and Continuous Improvement. 0. 품질 개요 (Quality Overview)

8. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 7  품질과 등급 (Quality and Grade)  등급 (Grade)  category assigned to products or services having the same functional use but different technical characteristics  Low quality is always a problem; low grade may not be - Low quality : Many bugs, poorly organized user documentation - Low Grade : A limited number of features  The responsibility of Project Manager and Project Management Team  Determining and delivering the required levels of both quality and grade.  Gold Plating (X) 0. 품질 개요 (Quality Overview)

9. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 8  정밀 (Precision) 과 정확 (Accuracy)  Precision and accuracy are not equivalent. - Precision is consistency that the value of repeated measurements are clustered and have little scatter. - Accuracy is correctness that the measured value is very close to the true value. - Precise measurements are not necessarily accurate. - A very accurate measurement is not necessarily precise.  The project management team must determine how much accuracy or precision or both are required 0. 품질 개요 (Quality Overview)

10. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 9 8.0.3 Modern Quality Management Complementing Project Management  고객만족 (Customer Satisfaction)  Understanding, evaluating, defining, and managing expectations so that customer requirements are met.  This requires a combination of conformance to requirements (the project must produce what it said it would produce) and fitness for use (the product or service must satisfy real needs )  검사보다 예방우선 (Prevention over Inspection)  The cost of preventing mistakes is generally much less than the cost of correcting them, as revealed by inspection.  관리 책임 (Management Responsibility)  Success requires the participation of all members of the team, but it remains the responsibility of management to provide the resources needed to succeed. 0. 품질 개요 (Quality Overview)

11. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 10  지속적 업무개선 (Continuous Improvement)  The plan-do-check-act cycle is the basis for quality improvement (as defined by Shewhart and modified by Deming)  Quality improvement initiatives undertaken by the performing organization, such as TQM and Six Sigma, can improve the quality of the project’s management as well as the quality of the project’s product.  Process improvement models include Malcolm Baldrige, CMM®, and CMMI Act Plan Check Do Corrective Action Improvement Policy Training Quality System Review Audit Inspection Design Procurement Construction > > > >  Quality Activities in PDCA Cycle (Deming) 0. 품질 개요 (Quality Overview)

12. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 11 8. 프로젝트 품질관리 (Project Quality Management) 8.2 품질보증 수행 (Perform Quality Assurance) 8.1 품질기획 (Quality Planning) 8.3 품질 통제 수행 (Perform Quality Control) InputsTools and TechniquesOutputs 0. 품질 개요 (Quality Overview)

13. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 12 0. 품질 개요 (Quality Overview)

14. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 13 8.1 품질기획 (Quality Planning) 8.1.2 도구 및 기법 (Tools & Techniques).1Cost-Benefit Analysis.2 Benchmarking.3 Design of Experiment.4 Cost of Quality (COQ).5 Additional Quality Planning Tools.1Cost-Benefit Analysis.2 Benchmarking.3 Design of Experiment.4 Cost of Quality (COQ).5 Additional Quality Planning Tools 8.1.1 투입물 (Inputs).1 Enterprise Environment Factors.2 Organizational Process Assets.3 Project Scope Statement.4 Project Management Plan.1 Enterprise Environment Factors.2 Organizational Process Assets.3 Project Scope Statement.4 Project Management Plan 8.1.3 산출물 (Outputs).1 Quality Management Plan.2 Quality Metrics.3 Quality Checklists.4 Process Improvement Plan.5 Quality Baseline.6 Project Management Plan (updates).1 Quality Management Plan.2 Quality Metrics.3 Quality Checklists.4 Process Improvement Plan.5 Quality Baseline.6 Project Management Plan (updates) 1. Quality Planning

15. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 14 8.1 품질기획 (Quality Planning)  정의 (Definition) : 프로젝트에 대한 적절한 품질표준을 명시하고 그 표준을 충족시키는 방법을 결정하기 위해 필요한 프로세스 (Identifying which quality standards are relevant to the project and determining how to satisfy them)  One of the key processes  When doing the Planning Process Group (Section 3.3)  When during development of the project management plan (Sections 4.3) Should be performed in parallel with the other project planning processes.  For example, the required changes in the product to meet identified quality standards  Require cost or schedule adjustments  Require a detailed risk analysis of an identified problem.  품질은 사전에 계획되고, 디자인되고, 만들어 지는 것이지 검사를 열심히 한다고 향상되는 것이 아님 (Quality is planned, designed, and built in, not inspected in) 1. Quality Planning

16. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 15 8.1.1 품질 기획 : 투입물 (Quality Planning: Inputs).1 기업 환경 요인 (Enterprise Environmental Factors)  Governmental agency regulations, rules, standards, and guidelines specific to the application area may affect the project (Section 4.1.1.3) 1. Quality Planning.2 조직 프로세스 자산 (Organizational Process Assets)  Organizational quality policies, procedures and guidelines, historical databases and lessons learned from previous projects specific to the application area may affect the project (Section 4.1.1.4).  품질방침 (Quality Policy) 은 - As endorsed by senior management, is the intended direction of a performing organization with regard to quality.  Quality policy can be adopted - ‘As-is’ policy : Using the quality policy of the performing organization - ‘New’ policy : If the performing organization lacks a formal quality policy, or if the project involves multiple performing organizations  Project Management Team is responsible for ensuring that the project stakeholders are fully aware of it (e.g., through appropriate information distribution (10.2.3.1))

17. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 16.3 프로젝트 범위 기술서 (Project Scope Statement) (described in Section 5.2.3.1)  A key input to quality planning since it documents major project deliverables, as well as the project objectives that serve to define requirements, thresholds, and acceptance criteria - Requirements were derived from stakeholder needs, wants, and expectations - Thresholds, which are defined as cost, time, or resource values used as parameters, can be part of the project scope statement - Acceptance criteria include performance requirements and essential conditions that must be achieved before project deliverables are accepted - The definition of acceptance criteria can significantly increase or decrease project quality costs.4 프로젝트 관리 계획 (Project Management Plan) (described in Section 4.3)  Defines how the project is executed, monitored and controlled, and closed. 1. Quality Planning

18. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 17 8.1.2 품질기획 : 도구 및 기법 (Quality Planning: Tools and Techniques).1 원가 - 편익 분석 (Cost-Benefit Analysis)  Consider benefit / cost tradeoffs  Primary benefit of meeting quality requirements –Less rework, which means higher productivity –Lower cost, increased stakeholder satisfaction  Primary cost of meeting quality requirements is the expense associated with project quality management activities 1. Quality Planning

19. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 18.2 벤치마킹 (Benchmarking)  Comparing actual or planned project practices to those of other projects  Generating ideas for improvement and providing a standard by which to measure performance  Performing organization or outside of it, and same application area or in another 벤치마킹 단계 계획단계 분야결정 대상결정 자료수집 분야결정 대상결정 자료수집 분석단계 동급 최상결정 최상과 비교 동급 최상결정 최상과 비교 통합 및 조정단계 통합 및 조정단계 목표설정 경영계획 반영 목표설정 경영계획 반영 실행 단계 계획 실행 목표재설정, 지속적 개선 계획 실행 목표재설정, 지속적 개선 1. Quality Planning

20. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 19.3 실험설계 (Design of Experiments)  Statistical method that helps identify which factors might influence specific variables of a product or process under development or in production  Playing a role in the optimization of products or processes  Providing a statistical framework for systematically changing all of the important factors, instead of changing the factors one at a time 실제 생산이나 고객의 상황에서 제품 성능에 대한 정보를 제공하기 위하여 특별히 고안된 실험을 행하는 구조이다. 영국 Ronald Fisher 가 자연 상황에서 농업실험을 평가하기 위한 것이었으나, 제조 공정에 미치는 영향인자는 어떤 것이며 그 결과 제품의 품질은 어떻게 되는가를 알기 위한 방법으로 응용.  설계특성의 최적화  적절한 성과를 제공하는 원자재, 설계, 방법 규명  최적설계 ( 과잉설계 회피 등 ) 달성 실제 생산이나 고객의 상황에서 제품 성능에 대한 정보를 제공하기 위하여 특별히 고안된 실험을 행하는 구조이다. 영국 Ronald Fisher 가 자연 상황에서 농업실험을 평가하기 위한 것이었으나, 제조 공정에 미치는 영향인자는 어떤 것이며 그 결과 제품의 품질은 어떻게 되는가를 알기 위한 방법으로 응용.  설계특성의 최적화  적절한 성과를 제공하는 원자재, 설계, 방법 규명  최적설계 ( 과잉설계 회피 등 ) 달성 실험의 설계 1. Quality Planning

21. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 20.4 품질원가 (COQ : Cost of quality) Total costs incurred by Investment in  Preventing nonconformance to requirements  Appraising the product or service for conformance to requirements  Failing to meet requirements (rework). Failure costs are often categorized into internal and external. 1. Quality Planning  적합 원가 (Cost of Conformance) Category Preventive Cost ( 예방 원가 ) Elements Training Process capability studies Survey of vendor/supplies Appraisal Cost ( 평가 원가 ) Inspection and testing Maintenance of inspection and test equipment Cost to process and report inspection data Design review Internal Design review and walk-through Expense review

22. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 21 1. Quality Planning  부 적합 원가 (Cost of Nonconformance) Category Internal Failure Cost ( 내부실패원가 ) Elements Scrap and rework Charges related to late payment of bills Inventory costs for defects Engineering changes costs Infant mortality Correcting documentation External Failure Cost ( 외부실패원가 ) Warranty Cost Field service personnel training Product liability suits Complaint handling Future business losses

23. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 22.5 추가적인 품질기획 도구 (Additional Quality Planning Tools) Other quality planning tools are also often used to help better define the situation and help plan effective quality management activities. For Example : brainstorming, affinity diagrams, force field analysis, nominal group techniques, matrix diagrams, flowcharts, and prioritization matrices. 1. Quality Planning

24. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 23 8.1.3 품질기획 산출물 (Quality Planning: Outputs).1 품질관리 계획 (Quality Management Plan)  Describes how the project management team will implement the performing organization’s quality policy  A component or a subsidiary plan of the project management plan (Section 4.3)  Provides input to the overall project management plan and must address Quality Control (QC), Quality Assurance (QA), and continuous process improvement for the project  should be performed through an independent peer review and not include individuals that worked on the material being reviewed.2 품질측정 기준 (Quality Metrics)  An operational definition that describes, in very specific terms, what something is and how the quality control process measures it  The project management team must also indicate whether every activity must start on time or only finish on time  Used in the QA and QC processes  Some examples of quality metrics include defect density, failure rate, availability, reliability, and test coverage 1. Quality Planning

25. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 24.3 품질 점검목록 (Quality Checklists)  A structured tool, usually component-specific, used to verify that a set of required steps has been performed  Usually phrased as imperatives (“Do this!”) or interrogatories (“Have you done this?”)  Many organizations have standardized checklists available to ensure consistency in frequently performed tasks  Used in the quality control process 1. Quality Planning

26. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 25.4 프로세스 개선 계획 (Process Improvement Plan)  Subsidiary of the project management plan (Section 4.3)  Details the steps for analyzing processes that will facilitate the identification of waste and non-value added activity, thus increasing customer value, such as:  Process boundaries : Describes the purpose, start, and end of processes, their inputs and outputs, data required, if any, and the owner and stakeholders of processes.  Process configuration : A flowchart of processes to facilitate analysis with interfaces identified.  Process metrics : Maintain control over status of processes.  Targets for improved performance : Guides the process improvement activities 1. Quality Planning

27. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 26.5 품질 기준선 (Quality Baseline)  Records the quality objectives of the project  the basis for measuring and reporting quality performance as part of the performance measurement baseline 1. Quality Planning.6 프로젝트 관리 계획 ( 갱신 ) (Project Management Plan (Updates))  Updated through the inclusion of a subsidiary quality management plan and process improvement plan (Section 4.3)  Requested changes (additions, modifications, deletions) to the project management plan and its subsidiary plans are processed by review and disposition through the Integrated Change Control process (Section 4.6).

28. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 27 8.2 품질보증수행 (Perform Quality Assurance) 8.2.2 도구 및 기법 (Tools & Techniques).1Quality Planning Tools and Techniques.2 Quality Audits.3 Process Analysis.4 Quality Control Tools and Techniques.1Quality Planning Tools and Techniques.2 Quality Audits.3 Process Analysis.4 Quality Control Tools and Techniques 8.2.1 투입물 (Inputs).1 Quality Management Plan.2 Quality Metrics.3 Process Improvement Plan.4 Work Performance Information.5 Approved Change Requests.6 Quality Control Measurements.7 Implemented Change Requests.8 Implemented Corrective Actions.9 Implemented Defect Repair.10 Implemented Preventive Actions.1 Quality Management Plan.2 Quality Metrics.3 Process Improvement Plan.4 Work Performance Information.5 Approved Change Requests.6 Quality Control Measurements.7 Implemented Change Requests.8 Implemented Corrective Actions.9 Implemented Defect Repair.10 Implemented Preventive Actions 8.2.3 산출물 (Outputs).1 Requested Changes.2 Recommended Corrective Actions.3 Organizational Process Assets (Updates).4 Project Management Plan (Updates).1 Requested Changes.2 Recommended Corrective Actions.3 Organizational Process Assets (Updates).4 Project Management Plan (Updates) 2. Perform Quality Assurance

29. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 28 8.2 품질보증수행 (Perform Quality Assurance)  정의 (Definition) : 프로젝트가 요구사항을 만족시키기 위해 요구되는 모든 프로세스를 전개할 것이라는 것을 보장하기 위해 계획적이고 체계적으로 품질활동을 적용하는 것 (Application of planned, systematic quality activities to ensure that the project will employ all processes needed to meet requirements)  Quality assurance department, or similar organization, often oversees quality assurance activities  QA supports may be provided to the project team, the management of the performing organization, the customer or sponsor  QA provides an umbrella for another important quality activity, continuous process improvement.  Continuous process improvement provides an iterative means for improving the quality of all processes.  Reduces waste and non-value-added activities 2. Perform Quality Assurance

30. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 29 8.2.1 품질보증수행 : 투입물 (Perform Quality Assurance: Inputs).1 품질관리계획 (Quality Management Plan)  The quality management plan describes how QA will be performed within the project (Section 8.1.3.1).2 품질측정 기준 (Quality Metrics)  Described in Section 8.1.3.2.3 프로세스 향상 계획 (Process Improvement Plan)  Described in Section 8.1.3.4.4 작업 성과 정보 (Work Performance Information)  Work performance information (Section 4.4.3.7), including technical performance measures, project deliverables status, required corrective actions, and performance reports (Section 10.3.3.1) are important inputs to QA  used in areas such as audits, quality reviews, and process analyses 2. Perform Quality Assurance

31. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 30.5 승인된 변경 요청 (Approved Change Requests) (described in Section 4.4.1.4)  Include modifications to work methods, product requirements, quality requirements, scope, and schedule  Need to be analyzed for any effects upon the quality management plan, quality metrics, or quality checklists.  Documented in writing and any verbally discussed, but undocumented, changes should not be processed or implemented..6 품질통제 측정 (Quality Control Measurements)  Results of quality control activities that are fed back to the QA process for use in re- evaluating and analyzing the quality standards and processes of the performing organization..7 시행된 변경요청 (Implemented Change Requests) (Described in Section 4.4.3.3).8 시행된 시정조치 (Implemented Corrective Actions) (Described in Section 4.4.3.4).9 시행된 결함수정 (Implemented Defect Repair) (Described in Section 4.4.3.6).10 시행된 예방조치 (Implemented Preventive Actions) (Described in Section 4.4.3.5) 2. Perform Quality Assurance

32. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 31 8.2.2 품질보증수행 도구 및 기법 (Perform Quality Assurance: Tools and Techniques).1 품질기획 도구 및 기법 (Quality Planning Tools and Techniques)  The quality planning tools and techniques (Section 8.1.2) also can be used for QA activities.2 품질 감사 (Quality Audits)  Definition : structured, independent review to determine whether project activities comply with organizational and project policies, processes, and procedures  The objective of a quality audit is to identify inefficient and ineffective policies, processes, and procedures in use on the project  Quality audits may be –Scheduled / Random –Properly trained in-house auditors / Third parties (external organization)  Quality audits confirm the implementation of approved change requests, corrective actions, defect repairs, and preventive actions. 2. Perform Quality Assurance

33. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 32.3 프로세스 분석 (Process Analysis)  Follows the steps outlined in the process improvement plan to identify needed improvements from an organizational and technical standpoint  Examines problems experienced, constraints experienced, and non-value-added activities identified during process operation  Includes root cause analysis, a specific technique to analyze a problem/situation, determine the underlying causes and create preventive actions for similar problems.4 품질통제 도구 및 기법 (Quality Control Tools and Techniques) (Described in Section 8.3.2) 2. Perform Quality Assurance

34. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 33 8.2.3 품질보증 수행 : 산출물 (Perform Quality Assurance: Outputs).1 변경요청 (Requested Changes)  Quality improvement includes taking action to increase the effectiveness and efficiency of the policies, processes, and procedures of the performing organization.2 권장 시정조치 (Recommended Corrective Actions)  Quality improvement includes recommending actions to increase the effectiveness and efficiency of the performing organization  Corrective action is an action that is recommended immediately as a result of quality assurance activities, such as audits and process analyses 2. Perform Quality Assurance

35. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 34.3 조직 프로세스 자산 ( 갱신 ) (Organizational Process Assets (Updates))  Updated quality standards provide validation of the effectiveness and efficiency of the performing organization’s quality standards and processes to meet requirements  These quality standards are used during the Perform Quality Control process (Section 8.3).4 프로젝트 관리계획 ( 갱신 ) (Project Management Plan (Updates))  The project management plan (Section 4.3) will be updated from changes to the quality management plan that result from changes to the Perform Quality Assurance process  Requested changes (additions, modifications, deletions) to the project management plan are processed by review and disposition through the Integrated Change Control process (Section 4.6). 2. Perform Quality Assurance

36. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 35 8.3 품질통제 수행 (Perform Quality Control) 8.3.2 도구 및 기법 (Tools & Techniques).1 Cause and Effect Diagram.2 Control Charts.3 Flowcharting.4 Histogram.5 Pareto Chart.6 Run Chart.7 Scatter Diagram.8 Statistical Sampling.9 Inspection.10 Defect Repair Review.1 Cause and Effect Diagram.2 Control Charts.3 Flowcharting.4 Histogram.5 Pareto Chart.6 Run Chart.7 Scatter Diagram.8 Statistical Sampling.9 Inspection.10 Defect Repair Review 8.3.1 투입물 (Inputs).1 Quality Management Plan.2 Quality Metrics.3 Quality Checklists.4 Organizational Process Assets.5 Work Performance Information.6 Approved Change Requests.7 Deliverables.1 Quality Management Plan.2 Quality Metrics.3 Quality Checklists.4 Organizational Process Assets.5 Work Performance Information.6 Approved Change Requests.7 Deliverables 8.3.3 산출물 (Outputs).1 Quality Control Measurements.2 Validated Defect Repair.3 Quality Baseline (Updates).4 Recommended Corrective Actions.5 Recommended Preventive Actions.6 Requested Changes.7 Recommended Defect Repair.8 Organization Process Assets (Updates).9 Validated Deliverables.10 Project Management Plan (Updates).1 Quality Control Measurements.2 Validated Defect Repair.3 Quality Baseline (Updates).4 Recommended Corrective Actions.5 Recommended Preventive Actions.6 Requested Changes.7 Recommended Defect Repair.8 Organization Process Assets (Updates).9 Validated Deliverables.10 Project Management Plan (Updates) 3. Perform Quality Control

37. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 36 8.3 품질통제 수행 (Perform Quality Control)  정의 (Definition) : 특정 프로젝트의 결과가 과련 품질기준을 준수하는지를 결정하기 위해 감시하는 것과 불만족스러운 결과의 원인을 제거할 수 있는 방법을 식별하는 것 (Monitoring specific project results to determine whether they comply with relevant quality standards and identifying ways to eliminate causes of unsatisfactory results)  Project results include - Product results such as deliverables - Project management results such as cost and schedule performance  Performed by a quality control department or similarly titled organizational unit  Include taking action to eliminate causes of unsatisfactory project performance  Project management team should have a working knowledge of statistical quality control, especially sampling and probability 3. Perform Quality Control

38. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 37  Project team may find it useful to know the differences between the following pairs of terms: 예방 (Prevention) : keeping errors out of the process (Process-oriented) 검사 (Inspection) : keeping errors out of the hands of the customer (Product-oriented) 속성 표본 추출 (Attribute sampling) : the result conforms or it does not –e. g.) on/off, black/white, yes/no 변수 표본 추출 (Variables sampling) : the result is rated on a continuous scale that measures the degree of conformity –e. g.) length, time periods, weight 특별한 원인 (Special Causes) : Unusual events 무작위적 원인 (Random Causes) : Normal process variation 허용오차 (Tolerances) : the result is acceptable if it falls within the range specified by the tolerance 통제한계 (Control limits) : the process is in control if the result falls within the control limits 3. Perform Quality Control

39. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 38 8.3.1 품질통제 수행 : 투입물 (Perform Quality Control: Inputs).1 품질관리 계획 (Quality Management Plan)  The quality management plan describes how QA will be performed within the project (Section 8.1.3.1).2 품질측정 기준 (Quality Metrics)  Described in Section 8.1.3.2.3 품질점검 목록 (Quality Checklists)  Described in Section 8.1.3.3.4 조직 프로세스 자산 (Organizational Process Assets)  Described in Section 4.1.1.4 3. Perform Quality Control

40. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 39.5 작업 성과 정보 (Work Performance Information)  Work performance information (Section 4.4.3.7), including technical performance measures, project deliverables completion status, and the implementation of required corrective actions, are important inputs to QC.  Information from the project management plan about the planned or expected results should be available along with information about the actual results and implemented change requests.6 승인된 변경요청 (Approved Change Requests)  Approved change requests (Section 4.4.1.4) can include modifications such as revised work methods and revised schedule..7 인도물 (Deliverables)  Described in Section 4.4.3.1 3. Perform Quality Control

41. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 40 8.3.2 품질통제 수행 : 도구 및 기법 (Perform Quality Control: Tools and Techniques).1 원인 결과도 (Cause and Effect Diagram) = Ishikawa diagrams or fishbone diagrams  Illustrate how various factors might be linked to potential problems or effects  Cause-and-Effect Diagram 3. Perform Quality Control Time Energy Machine Measurement Method Personnel Material Environment Major Defect Potential CausesEffect

42. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 41.2 통제도 (Control Charts)  A control chart's purpose is to determine whether or not a process is stable or has predictable performance  Control charts may serve as a data gathering tool to show when a process is subject to special cause variation, which creates an out-of-control condition  Control charts also illustrate how a process behaves over time  Examination of the non-random pattern of data points on a control chart may reveal wildly fluctuating values, sudden process jumps or shifts, or a gradual trend in increased variation.  Determining if the process is “in control” –When a process is in control, the process should not be adjusted –Out of control : Assignable / Special causes - Unusual events (Adjustment : Out of control -> In control) 3. Perform Quality Control

43. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 42.2 통제도 (Control Charts) 계속  Control charts can be used for both project and product life cycle processes. - Determining whether cost variances or schedule variances are outside of acceptable limits - Evaluating whether the number of defects found during testing are acceptable or unacceptable  Control charts can be used to monitor any type of output variable - Cost and schedule variances, volume and frequency of scope changes  Control chart of project schedule performance 3. Perform Quality Control

44. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 43  Control chart USL(Upper Specification Limit) UCL(Upper Control Limit) LCL(Lower Control Limit) LSL(Lower Specification Limit) 68.26%95.46%99.73% Standard deviation( 표준편차 ) 범위내의 확률 1  (sigma) 68.26% 2  95.46% 3  99.73%  USL & LSL  제품의 양호, 불량 판정  UCL & LCL  공정이상 원인 파악 및 제거  USL & LSL  제품의 양호, 불량 판정  UCL & LCL  공정이상 원인 파악 및 제거  1  2  3  -1  -2  -3  3. Perform Quality Control

45. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 44.3 흐름도 작성 (Flowcharting)  Help to analyze how problems occur  Graphical representation of a process  Show how various elements of a system interrelate  Sample Process Flowchart 3. Perform Quality Control Design Review Revise OK? Proceed Yes No

46. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 45.4 히스토그램 (Histogram)  Bar chart showing a distribution of variables  Each column represents an attribute or characteristic of a problem/situation  The height of each column represents the relative frequency of the characteristic  This tool helps identify the cause of problems in a process by the shape and width of the distribution..5 파레토 도 (Pareto Diagram)  A specific type of histogram, ordered by frequency of occurrence, which shows how many defects were generated by type or category of identified cause  The Pareto technique is used primarily to identify and evaluate nonconformities  Ranking ordering is used to guide corrective action  Pareto’s Law : 80/20 principle, where 80 percent of the problems are due to 20 percent of the causes 3. Perform Quality Control

47. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 46.6 런 차트 (Run Chart)  Shows the history and pattern of variation  Line graph that shows data points plotted in the order in which they occur  Show trends in a process over time, variation over time, or declines or improvements in a process over time.  Trend analysis is performed using run charts and involves using mathematical techniques to forecast future outcomes based on historical results  Technical performance: How many errors or defects have been identified? How many remain uncorrected?  Cost and schedule performance: How many activities per period were completed with significant variances? 3. Perform Quality Control

48. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 47.7 산포도 (Scatter Diagram)  Shows the pattern of relationship between two variables  Allows the quality team to study and identify the possible relationship between changes observed in two variables.  Dependent variables versus independent variables are plotted.8 통계적 표본추출 (Statistical Sampling)  Choosing part of a population of interest for inspection  Appropriate sampling can often reduce the cost of quality control  the project management team to be familiar with a variety of sampling techniques –Sample size –Maximum allowable number of defects in the sample 3. Perform Quality Control

49. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 48.9 검사 (Inspection)  Examination of a work product to determine whether it conforms to standards  Called reviews, peer reviews, audits, and walkthroughs  Used to validate defect repairs.10 결함 수정 검토 (Defect Repair Review)  Action taken by the quality control department or similarly titled organization to ensure that product defects are repaired and brought into compliance with requirements or specifications 3. Perform Quality Control

50. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 49 8.3.3 품질통제 수행 : 산출물 ( Perform Quality Control: Outputs).1 품질통제 측정 (Quality Control Measurements)  Represent the results of QC activities that are fed back to QA (Section 8.2) to reevaluate and analyze the quality standards and processes of the performing organization.2 확인된 결함 수정 (Validated Defect Repair)  The repaired items are reinspected and will be either accepted or rejected before notification of the decision is provided (Section 4.4).3 품질 기준선 ( 갱신 ) (Quality Baseline (Updates))  Described in Section 8.1.3.5.4 권장 시정조치 (Recommended Corrective Actions)  Corrective action (Section 4.5.3.1) involves actions taken as a result of a QC measurement.5 권장 예방 조치 (Recommended Preventive Actions)  Preventive action (Section 4.5.3.2) involves action taken to forestall a condition that may exceed established parameters in a manufacturing or development process 3. Perform Quality Control

51. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 50.6 변경요청 (Requested Changes)  If the recommended corrective or preventive actions require a change to the project, a change request (Section 4.4.3.2) should be initiated in accordance with the defined Integrated Change Control process.7 권장 결함수정 (Recommended Defect Repair)  Defects are identified and recommended for repair by the QC department or similarly titled organization  The project team should make every reasonable effort to minimize the errors that cause the need for defect repair  Defect log can be used to collect the set of recommended repairs.8 조직 프로세스 자산 ( 갱신 ) (Organization Process Assets (Updates))  Completed checklists  become part of the project’s records (Section 4.1.1.4)  Lessons learned documentation  should be documented so that they become part of the historical database for both this project and the performing organization and documented throughout the project life cycle 3. Perform Quality Control

52. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 51.9 확인된 인도물 (Validated Deliverables)  Goal of quality control is to determine the correctness of deliverables  The results of the execution quality control processes are validated deliverables.10 프로젝트 관리계획 ( 갱신 ) (Project Management Plan (Updates))  The project management plan is updated to reflect changes to the quality management plan that result from changes in performing the QC process.  Requested changes (additions, modifications, or deletions) to the project management plan and its subsidiary plans are processed by review and disposition through the Integrated Change Control process (Section 4.6) 3. Perform Quality Control

53. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 52 Project Management Functions & Processes 정리

54. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 53 Project Quality Management Inputs, Tools & Techniques, Outputs Processes 정리 8.1 품질 기획 (Quality Planning) 8.2 품질보증 수행 (Perform Quality Assurance) 투입물 (Inputs) 도구 및 기법 (Tools & Techniques) 산출물 (Outputs) 8.1.1 Inputs.1 Enterprise Environment Factors.2 Organizational Process Assets.3 Project Scope Statement.4 Project Management Plan 8.1.2 Tools & Techniques.1 Cost-Benefit Analysis.2 Benchmarking.3 Design of Experiment.4 Cost of Quality (COQ).5 Additional Quality Planning Tools 8.1.3 Outputs.1 Quality Management Plan.2 Quality Metrics.3 Quality Checklists.4 Process Improvement Plan.5 Quality Baseline.6 Project Management Plan (updates) 8.2.1 Inputs.1 Quality Management Plan.2 Quality Metrics.3 Process Improvement Plan.4 Work Performance Information.5 Approved Change Requests.6 Quality Control Measurements.7 Implemented Change Requests.8 Implemented Corrective Actions.9 Implemented Defect Repair.10 Implemented Preventive Actions 8.2.2 Tools & Techniques.1 Quality Planning Tools and Techniques.2 Quality Audits.3 Process Analysis.4 Quality Control Tools and Techniques 8.2.3 Outputs.1 Requested Changes.2 Recommended Corrective Actions.3 Organizational Process Assets (Updates).4 Project Management Plan (Updates) Items

55. 8. 품질관리 (Quality Management) Copyright 2005 VentureTiger All Rights Reserved / Mail to pmp@venturetiger.com 8 - 54 Project Quality Management Inputs, Tools & Techniques, Outputs Processes 정리 8.3 품질통제 수행 (Perform Quality Control) 투입물 (Inputs) 도구 및 기법 (Tools & Techniques) 산출물 (Outputs) 8.3.1 Inputs.1 Quality Management Plan.2 Quality Metrics.3 Quality Checklists.4 Organizational Process Assets.5 Work Performance Information.6 Approved Change Requests.7 Deliverables 8.3.2 Tools & Techniques.1 Cause and Effect Diagram.2 Control Charts.3 Flowcharting.4 Histogram.5 Pareto Chart.6 Run Chart.7 Scatter Diagram.8 Statistical Sampling.9 Inspection.10 Defect Repair Review 8.3.3 Outputs.1 Quality Control Measurements.2 Validated Defect Repair.3 Quality Baseline (Updates).4 Recommended Corrective Actions.5 Recommended Preventive Actions.6 Requested Changes.7 Recommended Defect Repair.8 Organization Process Assets (Updates).9 Validated Deliverables.10 Project Management Plan (Updates) Items