Lec#3 Project Quality Management Ghazala Amin

2 Quality Specialist-Job responsibility Responsibilities Reports monitoring and measurement of processes and services of different process areas to Quality Manager and Information Security Manager of appropriate disposition Assists in the facilitation of formulation, implementation and follow-up of corrective and preventive actions (RCA) related to customer feedback, audits, process and service monitoring and measurement Conducts periodic process audits for QMS and ISMS Prepares and submits reports results of audits to QMS Lead and Quality Manager Coordinates with point of contacts of different process areas regarding documentation of processes for QMS and ISMS Reviews and facilitates documentation of processes on a regular basis Facilitates review, approval, uploading, disposition of documents using the organization’s document control system Guides external auditors during the process of audits Assists in gathering and processing data, as green belts in some six sigma projects Requirements Preferably has experience in any productivity or quality improvement projects Preferably has experience being quality assurance, quality control, or management system audit Preferably has experience in a service-oriented organization, specifically in HR BTO Comprehensive knowledge of ISO 9001 and ISO requirements Good knowledge of Company’s Quality Policy, Objectives/Metrics, and clients’ requirements Basic knowledge on principles of management system audit Basic problem solving tools Preferably, knowledgeable on Six Sigma Methodologies Good Communication Skills (Verbal and written) Good analytical skills Excellent presentation skills Good organization skills Excellent adaptability skills Certified Internal Auditor (preferable by IRCA) Six Sigma Green Belt

3 Project Quality Management The processes required to ensure that the project will satisfy the needs for which it was undertaken. Modern quality management complements modern project management in that both recognize the importance of customer satisfaction and prevention over inspection.

4 Project Quality Management A company dedicated to quality usually provides training for all employees. A company dedicated to quality has strategic vision of quality. A company dedicated to quality has long term vision and mission to stay in the market place.

5 Why Quality Management ? Customer satisfaction: –Understanding, managing, and influencing needs so that customer expectations are met. –Requires a combination of conformance to requirements and fitness for use. (the product/service must satisfy real needs) Prevention over inspection: –the cost of preventing mistakes is always much less than the cost of correcting the mistakes, as revealed by inspection.

6 Why Quality Management ? 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. Processes within phases: –the repeated plan-do-check-act cycle according to Dr. Shewart and Dr. Deming. (described later)

7 When Quality is not Managed ? Failure to meet quality requirements effectively and timely can have serious negative consequences for the project stakeholders. For example: –Meeting customer requirements by overworking the project team may produce negative consequences in the form of increased employee attrition. –Meeting project schedule objectives by rushing planned quality inspections may produce negative consequences when errors go undetected……. Complete inspection for the products is expensive and time consuming

8 Goals of Quality Program Customer satisfaction – the customer’s feelings about a product or service Fitness for use – Is the product or service capable of being used? Fitness for purpose –Does the product or service meet its intended purpose? Conformance to requirements – the condition of the product or service in relation to the customer’s requirements

9 Quality Movement

10 ISO 9000 »International Organization for Standardization( ISO), based in Geneva, Switzerland is a consortium of industrial nations and standards. »ISO 9000 is not set of standards nor is it specific to any industry »It is a quality system standard applicable to any product, service or process in the world. ISO 9000 is an international standard for quality management systems

11 ISO Standards ISO 9000 is a quality system standard that: –Is a three-part, continuous cycle of planning, controlling, and documenting quality in an organization. –Provides minimum requirements needed for an organization to meet its quality certification standards. –Helps organizations around the world reduce costs and improve customer satisfaction.

12 ISO Standards ISO 15504, sometimes known as; –SPICE (Software Process Improvement and Capability dEtermination), –is a framework for the assessment of software processes.

13 ISO 9000 series »ISO 9000 »Defines key terms and acts as road map for standards within the series »ISO 9001 »Defines model for quality system when contractor demonstrates capability to design, produce and install products. »ISO 9002 »Quality system model for quality assurance in production and installation »ISO 9003 »Quality system model for quality assurance in final inspection and testing »ISO 9004 »Quality mgmt. guidelines for organization wishing to develop and implement a quality system.

14 ISO Quality Requirements »ISO Requirements are centered around the “Plan, Do, Check, Act” methodology. »Plan »Establish the objectives and processes necessary to deliver results in accordance with customer requirements and the organization’s policies. »Do » Implement the processes. »Check »Monitor and measure processes and product against policies, objectives, and requirements for the product and report the results »Act: »Take actions to continually improve process performance

15 ISO -Wikipedia ISO 9000 is a family of standards for quality management systems. ISO 9000 is maintained by ISO, the International Organization for Standardization and is administered by accreditation and certification bodies. The rules are updated, as the requirements motivate changes over time. Although the standards originated in manufacturing, they are now employed across several types of organizations. A "product", in ISO vocabulary, can mean a physical object, services, or software. Some of the requirements in ISO 9001:2008 (which is one of the standards in the ISO 9000 family) include; A company or organization that has been independently audited and certified to be in conformance with ISO 9001 may publicly state that it is "ISO 9001 certified" or "ISO 9001 registered". Certification to an ISO 9001 standard does not guarantee any quality of end products and services; rather, it certifies that formalized business processes are being applied.