0 SoMD PMI Training Bruce Schwickrath PMP 3/19/2008 Quality and the QMP and QCP Quality Management Plan (QMP) Quality Control Plan (QCP) SoMD PMI Training

1 Agenda 1.Cost of Quality / What is Quality? 2.Quality Management Principals (PMBoK) 3.Quality Management Plan (QMP) 4.Quality Control Plan (QCP) 5.Summary

2 SoMD PMI Training Is This a Quality Process?  The cost of the fleet of 28 new VH-71 helicopters has jumped from $6.1 billion (2005) to $11.2 billion today.  Each unit will cost $400 Million  The first five helicopters are due in 2010, a year behind schedule.  The balance of twenty-three were to follow with a target date of 2015, but that has slipped to an unknown date.  White House, Congress and the Pentagon, attempt to grapple with yet another military hardware purchase that has expanded beyond initial parameters. Marine One Helicopter VH-71

3 SoMD PMI Training Why is Quality Important? According to the 2006 Standish Group report what % of projects are completed successfully? (With success being defined as finishing on time and on budget with required features and functions.) 1.16% 2.23% 3.34% 4.47% 5.72%

4 SoMD PMI Training Why is Quality Important? According to the 2006 Standish Group report what % of projects are completed successfully? (With success being defined as finishing on time and on budget with required features and functions.) 1.16% 2.23% 3.34% 4.47% 5.72%

5 SoMD PMI Training Why is Quality Important? According to the 2006 Standish Group report what % of projects will be canceled before they ever get completed ? 1.11% 2.18% 3.22% 4.31% 5.43%

6 SoMD PMI Training Why is Quality Important? According to the 2006 Standish Group report what % of projects will be canceled before they ever get completed ? 1.11% 2.18% 3.22% 4.31% 5.43%

7 SoMD PMI Training Why is Quality Important? According to the 2006 Standish Group report what % of projects for larger companies came in on-time and on-budget ? 1.9% 2.15% 3.28% 4.53% 5.78%

8 SoMD PMI Training Why is Quality Important? According to the 2006 Standish Group report what % of projects for larger companies came in on-time and on-budget ? 1.9% 2.15% 3.28% 4.53% 5.78%

9 SoMD PMI Training COST OF POOR QUALITY (COPQ) External Failure Costs –Warranty Adjustments –Repairs –Customer Service –Returned Goods –Product Recalls Internal Failure Costs –Scrap –Rework –RE-INSPECTION of Rework –Downtime Caused by Defects –Failure Analysis Appraisal Costs –Receiving Inspection –In-process Inspection –Setup for Testing –Maintenance of Test Equipment –Calibration of Quality Equipment Prevention Costs –Quality Engineering –Design Verification and Review to Evaluate the Quality of New Products –Quality Improvement Projects –Quality Data Gathering Analysis and Reporting

10 SoMD PMI Training What is Quality?  Quality is defined as "the totality of characteristics of an entity that bear on its ability to satisfy stated or implied needs." (© PMBOK Third Edition)  Quality is “the degree to which a set of inherent characteristics fulfill requirements.” (© PMBOK DRAFT Fourth Edition)  Degree to which a set of inherent characteristic fulfills requirements. (© ISO 9000)  A subjective term for which each person has his or her own definition. In technical usage, quality can have two meanings: (© American Society for Quality) 1.The characteristics of a product or service that bear on its ability to satisfy stated or implied needs. 2.A product or service free of deficiencies.  "Products and services that meet or exceed customers' expectations" That expectation has two dimensions: "must-be quality" and "attractive quality “ (Kano and others)

11Filename/RPS Number Quality Management Principals (PMBoK)

12 SoMD PMI Training Integration Management 4.0 Scope Management 5.0 Time Management 6.0 Cost Management 7.0 Quality Management 8.0 Human Resources Management 9.0 Communications Management 10.0 Risk Management 11.0 Procurement Management 12.0 Project Management Knowledge Areas PMBoK

13 SoMD PMI Training Quality Management Processes PMBoK  Project Quality Management implements the quality management system by using policies, procedures, and the following processes: 1.Quality Planning Identifying relevant quality standards and how to apply them 2.Perform Quality Assurance Evaluating overall project performance on a regular basis 3.Perform Quality Control Monitoring specific project results for compliance with standards Identifying ways to eliminate causes of unsatisfactory results Quality Planning Perform Quality Control Perform Quality Assurance

14 SoMD PMI Training Quality Management Processes  Project Quality Management focuses on ensuring two things: 1.The quality of project management process 2.The quality of the products created during the project.  Quality Assurance activities monitor and verify that the processes used to manage and create the deliverables are followed and are effective.  Quality Control activities monitor and verify that project deliverables meet defined quality standards.  Perform Quality Control process monitors the output of projects and measures whether the results of a project meet customer requirements. Quality Planning Perform Quality Control Perform Quality Assurance

15 SoMD PMI Training PMBOK Elements Quality Planning Inputs 1 Enterprise environmental factors 2 Organizational process assets 3 Project scope statement 4 Project management plan Tools and Techniques Cost-benefit analysis Benchmarking Design of experiments Cost of quality (COQ) Additional quality planning tools Outputs 1 Quality Management Plan (Quality Assurance) (Quality Control) 2 Quality metrics 3 Quality checklists 4 Process improvement plan 5 Quality baseline Perform Quality Assurance 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 Tools and Techniques Quality planning tools and techniques Quality audits Process analysis Quality control tools and techniques Outputs 1 Requested changes 2 Recommended corrective actions Perform Quality Control 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 Tools and Techniques Cause and effect diagram Control charts, Flowcharting Histogram, Pareto chart, Run chart, Scatter diagram, Statistical sampling, Inspection Defect repair review Outputs 1 Quality control measurements 2 Validated defect repair 3 Recommended corrective actions 4 Recommended preventive actions 5 Requested changes 6 Recommended defect repair 7 Validated deliverables

16 SoMD PMI Training Quality Management Plan  The Quality Management Plan defines the acceptable level of quality, which is typically defined by the customer, and describes how the project will ensure this level of quality in its deliverables and work processes. Quality management activities ensure that: –Products are built to meet agreed- upon standards and requirements –Work processes are performed efficiently and as documented –Non-conformances found are identified and appropriate corrective action is taken  Quality Management plans apply to project deliverables and project work processes.

17 SoMD PMI Training Quality Management Plan  Quality Management Plan Components –Quality objectives –Key project deliverables and processes to be reviewed for satisfactory quality level –Quality standards –Quality Assurance and Control activities –Quality roles and responsibilities –Quality tools –Plan for reporting quality control and assurance problems  Who is involved –Project Manager –Project Team –Customer –Project Sponsor

18 SoMD PMI Training Quality Management Plan 1. INTRODUCTION 1.1 Purpose 1.2 Scope 1.3 Role and responsibilities 1.4 Reference Documentation 2. QUALITY ASSURANCE ACTIVITIES 2.1 Planning/scheduling/ assurance and control activities Audits Reviews 2.2 Reporting 2.3 Escalation 2.4 Measures and Analysis 2.5 Client QA Coordination ACRONYMS AND DEFINITIONS APPENDIX

19 SoMD PMI Training Quality Control Plan  QCP must be consistent with the QMP. It is to be used by the technical manager to manage technical quality aspects throughout product development. QCP should be developed as the first order of business upon project/product initiation.  The purpose of the QCP is to ensure: –Delivery of quality products meeting the agreed ‑ upon requirements from the QMP and is on schedule, and within budget; –Compliance with policies and technical criteria; –Clear lines of accountability during production; –Independent technical review performed consistent with these guidelines.

20 SoMD PMI Training Quality Control Plan  Quality Control Plan Components –Control objectives –Deliverables and Control process –Performance Requirements and Standards –Quality control audit schedules –Roles and responsibilities –Tools –Corrective action process –Communications  Who is involved –Project Manager –Project Team –Customer –Project Sponsor

21 SoMD PMI Training Quality Control Plan 1. INTRODUCTION 1.1 Purpose and Scope 1.2 Reference Documentation 1.3 Project Description 1.4 Approach and Philosophy 1.5 Roles and Responsibilities 2. QUALITY CONTROL ACTIVITIES 2.1 Performance Requirement and Criteria 2.2 Reporting Schedule 2.3 Corrective Actions 2.4 Data Storage 2.5 Maintaining the Quality Control Plan 2.6 Communication and Reporting 2.7 Training ACRONYMS AND DEFINITIONS APPENDIX

22 SoMD PMI Training Quality Control Plan and Measurement  Measurement should be able to: –spot trends in performance. –compare alternatives. –predict performance.  Measurement should be stated in either quantitative or qualitative terms  Performance should be clearly defined in a measurable entity (quantifiable) –Exceptional = 4 –Very good = 3 –Satisfactory = 2 –Marginal = 1 –Unsatisfactory = 0  Effective measurement allow for actionable responses if the performance is unacceptable Communications  There is little value in a measurement which identifies nonperformance if nothing can or will be done to remedy it.

23 SoMD PMI Training What do you measure in the QCP?  Product Delivery –Performance Satisfaction Surveys –Schedule –Cost –Specification Compliance –Defects –Accurate and Timely Communications  Service Delivery –Performance Requirements Deliverable –Schedule –Cost –Satisfaction Surveys –Quality Issue Report –Self-Assessment Performance

24 SoMD PMI Training Questions and Comments?  Clarification?  Concerns?  Process improvement tools “We best manage what we can measure”

25 SoMD PMI Training