1. Lec#2 Project Quality Management Ghazala Amin

2. 2 What Went Wrong? In 1981, a small timing difference caused by a computer program caused a launch abort.* In 1986, two hospital patients died after receiving fatal doses of radiation from a Therac 25 machine after a software problem caused the machine to ignore calibration data.** Britain’s Coast Guard was unable to use its computers for several hours in May 2004 after being hit by the Sasser virus, which knocked out the electronic mapping systems, e-mail, and other computer functions, forcing workers to revert to pen, paper, and radios.*** *Design News (February 1988). **Datamation (May 1987). ***Fleming, Nic, “Virus sends coastguard computers off course” (http://news.telegraph.co.uk/news/ main.jhtml?xml=/news/2004/05/05/ncoast05.xml) (May 15, 2004).

3. 3 Why Quality? Requirements Cost Schedule Quality

4. 4 Why Quality ? A good definition of project success is getting the project completed; Within time Within time and cost Within time, cost and technical performance requirements Within time, cost, performance and accepted by the customer/user.

5. 5 The Quality Movement Quality is defined by the customer Quality is linked with profitability Quality has become a competitive weapon Quality is now an integral part of strategic planning process Quality requires an organization-wide commitment

6. 6 What is Quality? Quality is: –the totality of characteristics of an entity which bear on its ability to satisfy stated or implied needs -ISO 9000 definition. Quality is not: – Excellence, Luxury, Prestige, or Grade Other experts define quality based on: Conformance to requirements: The project’s processes and products meet written specifications. Fitness for use: A product can be used as it was intended

7. 7 What is Quality? Other experts define quality based on: Conformance to requirements: The project’s processes and products meet written specifications. Fitness for use: A product can be used as it was intended

8. 8 Difference between Quality and Grade? Grade is a category or rank given to entities having the same functional use but different technical characteristics. Low quality is always a problem; low grade may not be.

9. 9 Difference between Quality and Grade? For example: – A software product may be of high quality (very few defects, a readable user’s manual etc.) but of low grade meaning it has a limited number of features. –Or, a software product may be of low quality but of high grade meaning it has many defects but lots of customer features.

10. 10 Operation Reliability & durability Conformance Serviceability Appearance Perceived quality Quality Dimensions of Quality for Goods

11. 11 Under- standing Tangibles Reliability CommunicationCredibility Security Responsiveness Competence Courtesy Access © 1995 Corel Corp. Service Quality Attributes

12. 12 Importance of Quality Costs & market share Company’s reputation Product liability International implications Increased Profits Lower Costs Productivity Rework/Scrap Warranty Market Gains Reputation Volume Price Improved Quality

13. 13 Defining Quality “-ities” Salability: the balance between quality and cost What makes for salability? "Find a need and fill it" is no longer enough. "Build a need and fill it." It's like the Internet where you can download free plug-ins and free browsers to get you ever deeper into the cyber- addiction. http://www.maxwideman.com/guests/cult/salability.htm

14. 14 Salability: Other Definitions the quality of being salable or marketable wordnetweb.princeton.edu/perl/webwn wordnetweb.princeton.edu/perl/webwn Saleability (also called profitability) is a technical analysis term used to compare performances of different trading systems or different investments within one system. Note, it is not simply another word for profit.... en.wikipedia.org/wiki/Salability en.wikipedia.org/wiki/Salability The extent to which something can easily be sold en.wiktionary.org/wiki/salability en.wiktionary.org/wiki/salability salable - capable of being sold; fit for sale; "saleable at a low price" wordnetweb.princeton.edu/perl/webwn wordnetweb.princeton.edu/perl/webwn salable - Alternative spelling of saleable en.wiktionary.org/wiki/salable en.wiktionary.org/wiki/salable

15. 15 Defining Quality “-ities” Produce ability: the ability to produce the product with available technology and workers, and at an acceptable cost Social acceptability: the degree of conflict between the product or process and the values of society (i.e., safety, environment) Operability: the degree to which a product can be operated safely

16. 16 Defining Quality “-ities” Flexibility: The ability of a product to be used for different purposes at different capacities and under different conditions. Availability: the probability that the product, when used under given conditions, will perform satisfactorily when called upon

17. 17 Defining Quality “-ities” Reliability: the probability of the product performing without failure under given conditions and for a set period of time. –(MTBF-Mean-Time-Between-Failure) Maintainability: the ability of the product to be retained in or restored to a performance level when prescribed maintenance is performed –(MTTR-Mean-Time-To-Repair).