Project Quality Management Ghazala Amin

2 Project Quality Management Reference study materials –A guide to the Project Management Body of Knowledge (PMBOK Guide), Chapter 8 –Study notes –Dr. Kerzner’s book, Chapter 23

Project Triple Constraints 3 SCOPE COST TIME Quality

4 Project Quality Management What to study –Difference between Quality Assurance and Quality Control –Cost of Quality –Statistical Concepts and Quality Tools –Cost Trade-offs –Quality Gurus (Crosby, Deming and Juran) –Pareto and Fishbone Diagrams

5 Project Quality Management Key Definitions –Control Charts –Cost of Quality –Pareto Diagram –Quality Assurance –Quality Control –Quality Plan –Quality Policy –Quality Planning –Total Quality Management

6 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

7 What is Quality Quality is: –the totality of characteristics of an entity which bear on its ability to satisfy stated or implied needs Quality is not: – Excellence, Luxury, Prestige, or Grade

8 Goals of Quality Program Customer satisfaction – the customer’s feelings about a product or service Fitness for use – the product or service is capable of being used Conformance to requirements – the condition of the product or service in relation to the customer’s requirements

9 Quality Gurus Deming, Juran, Crosby

10 Deming Cycle for Improvement ActPlan CheckDo Objectives Methods Train Execute Against Objectives How methods are Executed Immediate remedies Future Actions

11 Dr. Juran's Quality Philosophy Juran Trilogy: –Quality Improvement, Planning & Control Manufacturer Vs. Customer views: –Adherence to Specs Vs. Fitness for Use Legal Implications of Quality: –Criminal, Civil, Appropriate Corporate Actions and Warranties

12 Crosby’s Four Absolutes of Quality Quality means conformance to requirements Quality comes from prevention Quality means that the performance standard is “zero defects” Quality is measured by the cost of non- conformance

13 The Cost of Quality »Real Cost of Poor Quality › All costs resulting from something not completed correctly the first time! »Types of Quality Costs: › Internal - defect exists in the product prior to shipment › External - defect exists in the product after shipment › Appraisal - cost incurred to determine the condition of the product › Prevention - costs incurred to reduce failure and appraisal cost

14 Conformance Vs. Non- Conformance »Planning »Training and indoctrination »Product Design/Validation »Process Validation »Test and Evaluation »Quality Audits »Maint./Calibration »Field Testing Conformance (Quality) »Scrap »Rework »Material cost (additional) »Warranty repairs »Complaint handling »Liability Judgments »Product recall »Field Service »Expediting Non-Conformance

15 Project Quality Management The processes required to ensure that the project will satisfy the needs for which it was undertaken

16 Project Quality Management Project Quality Management Processes (per PMBOK); –Quality Planning –Quality Assurance –Quality Control Process GroupsInitiationPlanningExecutionControlClosing Knowledge Areas Quality Management Quality Planning Quality AssuranceQuality Control

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