2. How get your project management or professional services organization ISO 9001 certified

3. Aligning Knowledge Areas ISO Standards PMBOK

4. What is ISO 9000 certification? Why do I want ISO certification? How can I develop a certified practice? How can I get help? Presentation Objectives: Shattering myths and answering questions…

5. What is ISO? ISO - International Organization for Standardization is based at Geneva 138+ national standards bodies are members USA is represented by American National Standards Institute (ANSI) What about PMI Standards?

6. ISO 9001 Positive Change Agent – when maintained Mechanism to Measure & Improve Quality Key Market Differentiator! Provides for Corporate Continuity – Key in today’s economic landscape

7. Generic ISO Requirements Applicable to all organizations, regardless of type, size and product or service provided Establish (initially on paper) Document Implement Maintain a Quality Management System Continual Improvement

8. Quality Management System Consists of: Mission statement Quality Policy Quality Objectives Quality Manual (based on the ISO requirements) Documented Procedures & Records

9. Mission Statement Project Managers Division To ensure that Company XYZ always meets or exceeds our customer’s delivery and support expectations. Program Management Office: To develop standards, tools and processes that ensure quality and empower staff. Quality Policy Our Project Managers service will consistently satisfy our customers and enable customer loyalty. Our Project Managers will comply with our PMBOK based requirements and are committed to continually improving the effectiveness of our quality management system. Our Project Managers are recognized for their accomplishments and commitment to quality service and continuous improvement. Project Management Quality Objectives include:  Making measurable improvements in customer satisfaction, customer service and quality. This will be measured by trending cSat results  Achieving improvement in operational efficiencies. This will be measured through the following KPIs: Actual versus Baseline schedule performance as reported in the Project Director's Weekly Reports and the Monthly Revenue and Derivatives Report.  Making measurable improvements in employee satisfaction by providing an atmosphere that fosters professional growth, development and job satisfaction. This will be measured through formal employee feedback and/or survey as well as the Tools Review Committee and the ISO Focus Group.

10. In other words… Say what you do AND Do what you say With Registrar: Work normally performed

11. Step One: Define the Project Life Cycle TQM Mapping Who does What and When Discrete Phases Definition Define Inputs/Outputs/Measurement Points

13. Step Two: Determine PM Methodology Milestones that Begin & End Each Phase Roles & Responsibilities Definition (similar to OBS) Identify Corporate Constraints Fill in Process Gaps from TQM Mapping

14. + Project Integration Project Plan November 2000 SMTWTFS 1234 567891011 12131415161718 19202122232425 2627282930 Sample Project Life Cycle - phase inputs & outputs- milestones - KPIs: phase duration BvA - LOE

15. Step Three: Develop Standards for Consistent Methodology Align with PMBOK® Create an Empowerment Model (PPOC) Define Standards that Facilitate Measurement Develop Metrics for Portfolio Management.

16. Step Four: Develop Supporting Tools Design Tools that Mesh with Methodology Develop Tools that Capture Performance Define Tools that Have Closed Loops Create Tools that are of External Quality Define Tools that Facilitate Documentations & Follow Up Examples….

17. Step Five: Provide Standards & Tools Training Promote PM Certification Create a Training & Certification Database. Assess Skills Standards are a function of maturity Develop New Hire Checklist Define Training Paths Basic ISO Training

18. Step Six: Document & Version Control of Methodology, Tools & Standards Mechanism for Review Approval Process User’s Feedback Loop Posting Review Cycle TRC, MC, FG

19. Step Seven: Develop an Internal Audit Program Evaluate projects in real time Observe Use of Tools & Standards Validate Accuracy of Metrics Gauge Project Health Observe System Trends Develop and Objective, Verifiable, Protocol and Checklist …sample risk audit trail

20. Step Eight: Preventative & Corrective (P & C) Actions Input Evaluation by Stakeholder Mechanism to Track P&C Activities – based on RCA Design P& C Database for Trending Capture Lessons Learned Capture Best Practices

21. Step Nine: Staff and Management Review Bodies Top Management Committee - commitment Staff Input Group(s) Link Review Bodies to P & C Database - loops

22. Step Ten: Develop a Quality Manual for the Quality Management System Leverage Defined Methodology – system anchor Leverage Standards & Tools Review Mission & System Objectives Ensure alignment with Corporate Policies

23. The Audit

24. Q&A For additional information & copies of this presentation: Email Edward B. Farkas, Managing Director, Project Management Practice: ETR Technology Center, Inc. 180 Oser Avenue Hauppauge, NY 11788 efarkas@etrtechcenter.com 631.952.1300 A certified WBE firm established in 1980