1. Lecture #9 Project Quality Management Quality Processes- Quality Assurance and Quality Control
Ghazala Amin

2. Focusing on customers is not just a quality issue in any project;
it is sound business practice.
Customer Satisfaction translates directly into increased profits.

3. WHY IS IT IMPORTANT TO MEET CUSTOMER EXPECTATIONS?
Needs of customers have to be met
Understanding of one’s customers leads to customer satisfaction
Japanese relate quality to customer satisfaction
Poor Quality Project
Inadequate internal facilities
Poorly designed processes

4. Quality Assurance
The process of evaluating overall project performance on a regular basis to provide confidence that the project will satisfy the relevant quality standards.

5. QUALITY ASSURANCE
THERE ARE NO FACTS ONLY INTERPRETATIONS
-FRIEDRICH NIETZSCHE
Any action directed towards providing consumers with products (goods & services) of appropriate quality

6. Quality Control
Quality Control is the process of monitoring specific project results to determine if they comply with relevant quality standards
The organizational unit that is assigned responsibility for quality control.

7. Quality Assurance vs Quality Control
Reference: Dr. Harold Kerzner’s PROJECT MANAGEMENT A SYSTEMS APPROACH TO PLANNING, SCHEDULING, AND CONTROLLING
Page 988 and 989: QUALITY ASSURANCE AND QUALITY CONTROL

8. Quality Assurance
The organizational unit –”Quality Assurance” team that is assigned the responsibility for assuring quality.
Internal quality assurance:
assurance is provided to the project management team and to the management team of the performing organization.
External quality assurance:
assurance is provided to the customer and others not actively involved in the work of the project.

9. Quality Assurance
Quality assurance is the planned and systematic activities implemented within the quality system to provide confidence that the project will satisfy relevant quality standards
Project Manager can have greatest impact on the quality of his project by establishing process and procedures to assure that scope statement conforms to the actual requirement of the customer.

10. Quality Assurance - Inputs
Some mandatory inputs to quality assurance should be;
Quality management plan
Quality management plan should be used as a road map to guide the QA team with enforcing processes and procedures.
Results of quality control measurements
records of quality control testing and measurement in a format for comparison and analysis.

11. Quality Audit
The method most commonly employed for enforcing the Quality Assurance process is;
Quality audits
A structured review of all quality management activities.

12. Quality Audit
The objective of a quality audit is to identify lessons learned that can improve performance of this project or of other projects within the performing organization.
May be scheduled or random; may be carried out by trained in-house auditors or by third parties such as quality system registration agencies.

13. Quality Assurance - Output
Quality Assurance Audits results in;
Quality improvement
Includes taking action to increase the effectiveness and efficiency of the project to provide added benefits to the project stakeholders.
In most cases will require preparation of change requests or taking corrective action and will be handled according to the procedures for integrated change control.

14. Table 8-1. Table of Contents for a Quality Assurance Plan*
1.0 Draft Quality Assurance Plan
1.1 Introduction
1.2 Purpose
1.3 Policy Statement
1.4 Scope
2.0 Management
2.1 Organizational Structure
2.2 Roles and Responsibilities
2.2.1 Technical Monitor/Senior Management
2.2.2 Task Leader
2.2.3 Quality Assurance Team
2.2.4 Technical Staff
3.0 Required Documentation
4.0 Quality Assurance Procedures
4.1 Walkthrough Procedure
4.2 Review Process
4.2.1 Review Procedures
4.3 Audit Process
4.3.1 Audit Procedures
4.4 Evaluation Process
4.5 Process Improvement
5.0 Problem Reporting Procedures
5.1 Noncompliance Reporting Procedures
6.0 Quality Assurance Metrics
Appendix
Quality Assurance Checklist Forms
*U.S. Department of Energy

15. Technique to Control & Check Quality
Quality Control
Technique to Control & Check Quality

16. Quality Control
Quality Control is the process of monitoring specific project results to determine if they comply with relevant quality standards
The organizational unit that is assigned responsibility for quality control.

17. Quality Control
Quality control involves monitoring specific project results to determine if they comply with relevant standards and identifying ways to eliminate causes of unsatisfactory results
Project Team members with specific technical expertise setup process and procedures to ensure each step of project provides quality output from design and development through implementation and maintenance.

18. Quality Control Some Inputs to the Quality Control Process are;
Work results
Quality management plan
Operational definitions
Checklists

19. Quality Control Some Tools & Techniques used are; Inspection
Control charts
Pareto diagram
Statistical sampling
Flowcharting
Trend analysis

20. Quality Control Inspection:
Includes activities such as measuring, examining, and testing undertaken to determine whether results conform to requirements.
May be conducted at any level (e.g., the results of a single activity may be inspected or the final project product).
May be called reviews, product reviews, audits, and walkthroughs.

21. Quality Control - Outputs
Results in;
Quality improvement
Acceptance decisions
Decisions to either accept or reject the inspected items.
Rejected items may require rework.
Rework

22. Quality Control - Outputs
What is Rework?
Rework
Action taken to bring a defective or nonconforming item into
compliance with requirements or specifications. Rework, especially
unanticipated, is a frequent cause of project overruns in most application areas.
The project team should make every reasonable effort to minimize rework.

23. Quality Control – Outputs
Process adjustments
Immediate corrective or preventive action as a result of
quality control measurements. In some cases, the process adjustment may
need to be handled according to procedures for integrated change control.

24. Scope Verification vs Quality Control
Scope verification is primarily concerned with the acceptance of work results
Quality control
Quality Control is primarily concerned with the correctness of work results.