Description
importance of quality management process, quality control, quality planning, quality assurance, various quality management tools, quality concepts. It also explains major cost categories of quality.
Project Quality Management
.
Introduction
?
Project quality management includes the process required to ensure that the project satisfies the needs for which it is undertaken.
PQM includes all the activities of the overall management function that determine the quality policy, objectives, and responsibilities and implement them within the quality system.
?
Quality Management Processes
Quality Planning ? Quality Assurance ? Quality Control
?
? ?
?
These processes interact with each other as well as with the processes of other knowledge areas Each process involves an effort of one or more individual or group of individuals based on the need of the project. Each process occurs at least once in every project phase during the project life cycle.
Quality Planning
?
?
?
?
The process of identifying which quality standards are relevant to the project and determining how to satisfy them. Inputs include: Quality policy, scope statement, product description, standards and regulations, and other process outputs. Methods used during quality planning include: benefit/cost analysis, benchmarking, flowcharting, and design of experiments. Outputs include: Quality Management Plan, operational definitions, checklists, and inputs to other processes.
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. Inputs include: Quality Management Plan, results of quality control measurements, and operational definitions. Methods used include: quality planning tools and techniques and quality audits. Outputs include: quality improvement.
Quality Control
?
? ?
?
The process of monitoring specific project results to determine if they comply with relevant quality standards and identifying ways to eliminate causes of unsatisfactory performance. Inputs include: work results, Quality Management Plan, operational definitions, and checklists. . Methods used during quality control include: inspection, control charts, pareto diagrams, statistical sampling, flowcharting, and trend analysis. Outputs include: quality improvements, acceptance decisions, rework, completed checklists, and process adjustments.
PROJECT QUALITY MANAGEMENT
QUALIT PLANNING 1- INPUTS -Quality policy -Scope statement
QUALITY ASSURANCE 1- INPUTS -Quality management plan -result of quality control measurements -Operational definitions 2- TOOLS AND TECH. -Quality planning tools and techniques
QUALITY CONTROL 1- INPUTS -work results -quality management plan -Operational definitions -checklists 2- TOOLS AND TECH. -inspection -Control charts -Pareto diagrams -Statistical sampling -flowcharting -Trend analysis 3- OUTPUTS -Quality improvement -Acceptance decisions -rework -Completed checklist -Process adjustment
-Product description
-Standards and regulations -Other process outputs 2- TOOLS AND TECH. -benefit/ cost analysis -Benchmarking -Flowcharting -Design of experiments 3- OUTPUTS
-Quality audits
3- OUTPUTS -Quality improvement
-Quality management plan
-Operational definitions -checklists -Inputs to other processes
PQM Approach compatibility
compatible with ISO 9000 and 1000 series of standard guidelines ? Proprietary approaches to quality as recommended by Deming, Juran, and Crosby, and others. ? Nonproprietary approaches such as TQM, Continuous improvement approaches and others.
?
Nature of PQM
Project quality management must address both the management of the project and the product of the project. ? Failure to meet quality requirements in either dimension can have serious and negative consequences for any or all of the project stakeholders
?
Examples of negative consequences
Meeting the customer requirement by over working the project team may lead to negative consequence in employee turnover ? Meeting project schedules by rushing planned quality inspections may produce negative consequences when errors go undetected.
?
Common understanding
Quality management should complement modern project management as they both recognize the importance of : 1- Customer satisfaction 2- Prevention over inspection 3- Management responsibility 4- Processes within phases (plan – do –check – act cycle)
Quality Movements
? ?
?
? ?
Deming Prize (Overseas) Malcolm Baldrige Department of Defense: Total Quality Mgmt (TQM) Philip Crosby (ITT): Quality is Free Juran
Quality Management Tools
?
?
Pareto Diagram ? Ranks defects in order of frequency of occurrence to depict 100% of the defects. (Displayed as a histogram) ? Defects with most frequent occurrence should be targeted for corrective action. ? 80-20 rule: 80% of problems are found in 20% of the work. ? Does not account for severity of the defects Cause and Effect Diagrams (fishbone diagrams or Ishikawa diagrams) ? Analyzes the inputs to a process to identify the causes of errors. ? Generally consists of 8 major inputs to a quality process to permit the characterization of each input.
Quality Management Tools
?
?
?
Histograms ? Shows frequency of occurrence of items within a range of activity. ? Can be used to organize data collected for measurements done on a product or process. Scatter diagrams ? Used to determine the relationship between two or more pieces of corresponding data. ? The data are plotted on an "X-Y" chart to determine correlation (highly positive, positive, no correlation, negative, and highly negative) (See Ireland, V-14) Other Tools ? Graphs ? Check sheets (tic sheets) and check lists ? Flowcharts
Quality Concepts
?
Zero Defects
? ? ?
Implies that there is no tolerance for errors within the system. The goal of all processes is to avoid defects in the product or service. Similar to six sigma: almost zero defects
?
The Customer is the Next Person in the Process
?
?
?
The internal organization has a system that ensures the product or service is transferred to the next person in the process in a complete and correct manner. The product or service being built is transferred to another internal party only after it meets all the specifications and all actions at the current work station. Avoids incorrectly assembled components and poor workmanship.
Quality Concepts
?
Do the Right Thing Right the First Time (DTRTRTFT)
? ?
Implies that it is easier and less costly to do the work right the first time than it is to do it the second time. Entails the training of personnel to ensure sufficient skills and tools to correctly complete the work.
?
Continuous Improvement Process (CIP) (From Japanese word, Kaizen)
? ? ?
A sustained, gradual change to improve the situation. Differs from innovation -- does not make a sudden jump to a plateau where it matures over time. (see Ireland, I-6) Focuses on 11 principles: constancy of purpose, commitment to quality, customer focus and involvement, process orientation, continuous improvement, system-centered management, invenstment in knowledge, teamwork, conservation of human resources, total involvement, and perpetual commitment.
Cost Of Quality
?
Cost of quality is the total price of all efforts to achieve product or service quality. This includes all work to build a product or service that conforms to the requirements as well as all work resulting from noncomformance to the requirements. The typical project should have a goal of between 3-5% of the total value as the cost of a quality program depending on the type of project and its total dollar value.
? ? ?
?
Cost to build right the first time Training programs Statistical Process Control (SPC) Costs
?
Cost of a quality system is often viewed as a negative cost because errors in work have been traditionally accepted as a cost of doing business.
Cost of Conformance
? ? ? ? ? ? ? ? ?
Planning Training and indoctrination Process control Field testing Product design validation Process validation Test and evaluation Quality audits Maintenance and calibration
Cost of Nonconformance
? ? ? ? ? ? ? ? ?
Scrap Rework Expediting Additional material or inventory Warranty repairs or service Complaint handling Liability judgments Product recalls Product corrective actions
Cost of Non-Quality
Cost of non-quality is estimated to be 1220% of sales. ? Waste of time and materials ? Rework of poor quality products ? Additional material ? Delays in schedule ? Product and service image ? Corporate image
?
Major Cost Categories of Quality
?
Prevention Cost - cost to plan and execute a project so that it will be error-free Appraisal Cost - cost of evaluating the processes and the outputs of the processes to ensure the product is error-free Internal Failure Cost - cost incurred to correct an identified defect before the customer receives the product External Failure Cost - cost incurred due to errors detected by the customer. This includes warranty cost, field service personnel training cost, complaint handling, and future business losses. Measurement and Test Equipment - capital cost of equipment used to perform prevention and appraisal activities.
?
?
?
?
Quality and People in Project Management
? ? ?
Management defines type and amount of work Management is 85% responsible for quality The employee can only assume responsibility for meeting the requirements of completing the work when the employee: ? Knows what's expected to meet the specifications ? Knows how to perform the functions to meet the specifications ? Has adequate tools to perform the function ? Is able to measure the performance during the process ? Is able to adjust the process to match the desired outcome Project quality team consists of: ? Senior Mgmt | Project Manager | Project Staff ? Customer | Vendors, suppliers, and contractors ? Regulatory Agencies
?
Quality and People in Project Management
?
Reviews & Audits
? ?
?
?
Management reviews determine the status, progress made, problems, and solutions Peer reviews determine whether proposed or completed work meets the requirements Competency center reviews are used to validate documentation, studies, and proposed technical solutions to problems. Fitness reivews and audits determine the fitness of a product or part of a project. (addresses specific issues)
?
The collection of quantitative data for statistical analysis is the basis for proactive mgmt by FACT rather than by EXCEPTION. Mgmt by exception lets errors and defects happen before mgmt intervention.
QUALITY PLANNING
In detail
Quality planning
?
? ? ?
Quality Planning involves identifying with quality standards It is a key facilitating process during the Project planning Process In modern quality management quality is planned in and not inspected in Prior to the development of ISO 9000 series, quality planning concepts were widely discussed as part of quality assurance.
Quality Planning Flowchart
INPUTS
TOOLS AND TECHNIQUES
OUTPUTS
1-Quality policy 2- Scope statement 3- Product description 4- Standards and regulations 5- Other process outputs
1- Benefit/ cost analysis 2- Benchmarking 3- flowcharting 4- Design of experiments
1-Quality Management plan 2- operational; definitions 3- checklists 4-inputs to other processes
Quality Planning Inputs
Quality policy
? the over all intentions and direction of an organization with regard to quality, as formally expressed by the top management ? In the case of a joint venture, a quality policy for the individual project should be developed ? The management team is responsible for dissipating the quality policy to all project stakeholders through appropriate information distribution channels
Quality Planning Inputs
Scope Statement
?
The scope statement is a key input to quality planning because it documents major project deliverables as well as project objectives which serve to define important stakeholder requirements
Quality Planning Inputs
Product description
?
Although the elements of the product description may be embodied in the scope statement, the product description often contains details of technical issues and other concerns that may affect quality planning
Quality Planning Inputs
Standards and Regulations
?
The project management team any application-area-specific standards or regulations that may affect the project
Quality Planning Inputs
Other Process Outputs
?
?
In addition to the scope statement and product description, processes in other knowledge areas may produce outputs that should be considered as part of the quality planning Example: procurement planning outputs may identify contractor quality requirements that should be reflected in the overall Quality Management Plan
Tools and Techniques for Quality Planning
?
Benefit / cost analysis
The planning process must consider benefit/cost tradeoffs ? The Primary Benefit: Is less work, higher productivity, lower costs, and increased stakeholder satisfaction ? The Primary Cost: Is the expanses associated with PQM activities Note: it is elementary that the benefit should outweigh the cost
?
Tools and Techniques for Quality Planning Benchmarking
?
Benchmarking involves comparing actual or planned project practices to those of other projects to generate ideas to:
1- Generate ideas for improvement 2- provide a standard for measurement of performance
Note: other projects compared may be within the same organization or out side and may be within the same application area or in another
Tools and Techniques for Quality Planning Flow charting
? ?
The flowcharting techniques in quality management generally include cause and effect diagram System or process flow charts Flowcharting can help in anticipating probable quality problems and thus helps to develop approaches for dealing with them
Tools and Techniques for Quality Planning Design of Experiments
?
? ?
This is an analytical technique which aims to define variables that have most influence on the overall outcome This technique is commonly applicable to the product of the project issues. However this technique can also be used in project management issues such as cost and schedule tradeoffs to allow for optima solutions.
Outputs from Quality Planning
Quality Management Plan
?
?
-
The quality management plan should describe how a project management team will implement its quality policy Also called Quality System, (in ISO terminology), the plan should define :
The organizational structure Roles and responsibilities Resources needed for implementation of quality management
Outputs from Quality Planning
Quality Management Plan (continued)
?
-
The Quality Plan should address:
Quality Control of the project Quality Assurance Quality Improvement of the project
Note: the project quality plan can be highly detailed or broadly framed based on the needs of the project
Outputs from Quality Planning
Operational Definitions
?
An operational definition describes what something is and how it is measured by the quality control process.
example: the project management team must indicate the start and end of every activity in a detailed schedule Weather the whole activity or certain deliverables are to be measured
? For
-
Operational definitions are also called Metrics in some areas of application
Outputs from Quality Planning
Checklists ? A checklist is a structured tool used to verify that a set of required steps or requirements have been performed. ? Many organizations have standard checklists to ensure consistency of frequently performed activities
Outputs from Quality Planning
Inputs To Other Processes
?
The quality planning process may identify need for further activity in another area
QUALITY ASSURANCE
In detail
Quality Assurance
?
?
? ?
Quality assurance encompasses all the planned and systematic activity implemented in a quality system to provide confidence that the project will satisfy the relevant quality standards Quality assurance is provided by a Quality Assurance dept. Quality assurance can be INERNAL ( from the project management team to the performing organization) Quality assurance can be EXTERNAL (provided to the customer and other parties actively involved in the work of the project
Quality Assurance Flowchart
INPUTS
TOOLS AND TECHNIQUES
OUTPUTS
1-Quality management plan 2- Results of quality control measurements 3- Operational definitions
1- Quality planning tools and techniques 2- Quality audits
1-Quality improvement
Inputs To Quality Assurance
?
Quality management plan as previously described Results of quality control measurements which are records of quality control testing and measurement in a format of comparison or analysis Operational definitions as previously described in the output of the Quality Planning
?
?
Tools and Techniques For Quality Assurance
?
?
-
Quality Planning tools and techniques , which can be used for quality assurance as well Quality Audits which are a structured review of other quality management activities: they may be timely or carried out randomly They may be carried out by properly trained Internal-auditors or by third parties such as quality systems registration agencies
Outputs From Quality Assurance
Quality Improvement
?
Quality improvement includes taking action to increase the effectiveness and efficiency of the project to be provide added benefits to the stakeholders of that project .
?
In many cases the implementation of quality improvements will require preparation of change requests or taking corrective actions and will be handled according to procedure for overall change control
QUALITY CONTROL
In detail
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 results mentioned include both PRODUCT results such as deliverables and MANAGEMENT results such as cost and schedule performance Quality control is often performed by a quality control department The project management team should have a working knowledge of statistical quality control especially sampling and probability to help evaluate and control outputs.
Quality Control
?
The project management should be aware of the following among other subjects:
prevention ( keeping errors out of the process) Inspection (keeping errors out of the customers hand Attribute sampling (for conformity of results) Variable sampling (where the results are rated on a continuous scale that measures the degree of conformity or non conformity Special cause ( unusual events) Random causes ( normal process variations) Tolerances ( where results should fall with in a defined tolerance range Control limits ( the process is in control if it falls within these defined limits)
-
-
-
Quality Control Flowchart
INPUTS
TOOLS AND TECHNIQUES
OUTPUTS
1-Work results 2- Quality management plan 3- Operational definitions 4- Checklists
1- Inspection 2- Control charts 3- Pareto diagram 4- Statistical sampling 5- Flowcharting 6-Trend analysis
1-Quality improvement 2- Acceptance decisions 3- Rework 4-Process adjustments
Inputs To Quality Control
Work results : including both product results and process results ? The quality management plan ? Operational definitions ? Checklists
?
Tools and Techniques for Quality Control
Inspection
?
? ?
Inspection includes activities such as measuring, examining and testing undertaken to determine whether results conform to requirements Inspection can be carried out on the level of a single activity or a final product Inspections can be called reviews, product reviews, audits, and walk-throughs
Tools and Techniques for Quality Control
?
?
Control Charts
These charts are graphical representations that display the result of a process over time and are used to determine if the process is “in control” When in control the process should not be adjusted , however it may be changed in order to provide improvements Control charts may be used ot monitor any type of output variable Control charts are most often used to monitor repetitive activity in production but can also be used to monitor cost and schedule variances
?
? ?
Tools and Techniques for Quality Control
Pareto Diagram
?
?
?
A Pareto diagram is a histogram ordered by frequency of occurrence which shows how many results were generated by what category or identified cause The project management team should take action to fix the problems that are causing the greatest number of defects first Typically the Pareto diagram reflects that a relatively small number of causes are responsible for the majority of the problems or defects.
Tools and Techniques for Quality Control
Statistical Sampling
?
?
?
Statistical sampling involves choosing a part of a population of interest for inspection Appropriate sampling can effectively reduce the cost of quality control There is a vast body of knowledge related to statistical sampling and therefore the management must be aware of the various sampling techniques
Tools and Techniques for Quality Control
Flowcharting
?
Flowcharting is used in quality control to help analyze how a problem occurs
Tools and Techniques for Quality Control
Trend Analysis
?
The trend analysis involves the use of mathematical techniques to forecast future outcomes based on historical results it is often used to monitor: - Technical performance – how many defects
have been identified and how many remain uncorrected
- Cost and schedule performance – how
many activities in a certain period were completed with significant variances
Outputs for Quality Control
? ?
Quality improvement ( previously described) Acceptance decisions, where the inspected
items will either be accepted or rejected and those rejected may be reworked ? Rework, which is an action taken to bring defects or nonconforming items into compliance with requirements and specifications. Rework is a frequent cause of project over-runs and the project management team must make an effort to minimize it .
Outputs for Quality Control
Completed Checklists, which become a part of a project record when they are used ? Process Adjustments, which involves immediate corrective or preventive action as a result of quality control measurements. In some cases the adjustment may need to be handled according to procedures for overall change control.
?
Conclusion
In conclusion we find that in order to achieve PQM or Project Quality Management , one has to integrate the concepts of Project management with the processes of quality management at the project scale and throughout its different phases. for effective PQM it is essential that the project management team be aware of the concepts of quality management to be able to make use of the described processes and implement them to achieve the required end product
Key Quality Definitions
? ?
? ? ?
?
?
Control: The process of comparing actual performance with planned performance, analyzing variances, evaluating possible alternatives, and taking appropriate corrective action as needed. Control Charts: A graphic display of the results, over time and against established control limits, of a process. They are used to determine if the process is in control or in need of adjustment. Corrective Action: Changes made to bring expected future performance of the project into line with the plan. Cost of Quality: The cost incurred to ensure quality. Includes quality planning, quality control, quality assurance, and rework. Pareto Diagram: A histogram ordered by frequency of occurrence that shows how many results were generated by each identified cuase. Performance Reporting: Collecting and disseminating information about project performance to help ensure project progress. Project Quality Management: The processes required to ensure that the project will satisfy the needs for which it as undertaken.
Key Quality Definitions
?
?
?
?
? ?
Quality Assurance
QA) The process of evaluating overall project performance on a regular basis to provide confidence that the project will satisfy the relevant quality standards. Also, the organizational unit that is assigned responsibility for quality assurance. Quality Control: (QC) The process of monitoring specific project results to determine if they comply with relevant quality standards and identifying ways to eliminate causes of unsatisfactory performance. Also, the organizational unit that is assigned responsibility for quality control. Quality Plan:A document setting out the specific quality practices, resources and sequence of activities relevant to a particular product, service, contract or project. (ISO-8402) Quality Policy:The overall quality intentions and direction of an organization as regards quality, as formally expressed by top management. (ISO-8402) Quality Planning: Identifying which quality standards are relevant to the project and determining how to satisfy them. Total Quality Management: (TQM)A common approach to implementing a quality improvement program within an organization.
Thank You…
?
Thank You…
doc_172508035.ppt
importance of quality management process, quality control, quality planning, quality assurance, various quality management tools, quality concepts. It also explains major cost categories of quality.
Project Quality Management
.
Introduction
?
Project quality management includes the process required to ensure that the project satisfies the needs for which it is undertaken.
PQM includes all the activities of the overall management function that determine the quality policy, objectives, and responsibilities and implement them within the quality system.
?
Quality Management Processes
Quality Planning ? Quality Assurance ? Quality Control
?
? ?
?
These processes interact with each other as well as with the processes of other knowledge areas Each process involves an effort of one or more individual or group of individuals based on the need of the project. Each process occurs at least once in every project phase during the project life cycle.
Quality Planning
?
?
?
?
The process of identifying which quality standards are relevant to the project and determining how to satisfy them. Inputs include: Quality policy, scope statement, product description, standards and regulations, and other process outputs. Methods used during quality planning include: benefit/cost analysis, benchmarking, flowcharting, and design of experiments. Outputs include: Quality Management Plan, operational definitions, checklists, and inputs to other processes.
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. Inputs include: Quality Management Plan, results of quality control measurements, and operational definitions. Methods used include: quality planning tools and techniques and quality audits. Outputs include: quality improvement.
Quality Control
?
? ?
?
The process of monitoring specific project results to determine if they comply with relevant quality standards and identifying ways to eliminate causes of unsatisfactory performance. Inputs include: work results, Quality Management Plan, operational definitions, and checklists. . Methods used during quality control include: inspection, control charts, pareto diagrams, statistical sampling, flowcharting, and trend analysis. Outputs include: quality improvements, acceptance decisions, rework, completed checklists, and process adjustments.
PROJECT QUALITY MANAGEMENT
QUALIT PLANNING 1- INPUTS -Quality policy -Scope statement
QUALITY ASSURANCE 1- INPUTS -Quality management plan -result of quality control measurements -Operational definitions 2- TOOLS AND TECH. -Quality planning tools and techniques
QUALITY CONTROL 1- INPUTS -work results -quality management plan -Operational definitions -checklists 2- TOOLS AND TECH. -inspection -Control charts -Pareto diagrams -Statistical sampling -flowcharting -Trend analysis 3- OUTPUTS -Quality improvement -Acceptance decisions -rework -Completed checklist -Process adjustment
-Product description
-Standards and regulations -Other process outputs 2- TOOLS AND TECH. -benefit/ cost analysis -Benchmarking -Flowcharting -Design of experiments 3- OUTPUTS
-Quality audits
3- OUTPUTS -Quality improvement
-Quality management plan
-Operational definitions -checklists -Inputs to other processes
PQM Approach compatibility
compatible with ISO 9000 and 1000 series of standard guidelines ? Proprietary approaches to quality as recommended by Deming, Juran, and Crosby, and others. ? Nonproprietary approaches such as TQM, Continuous improvement approaches and others.
?
Nature of PQM
Project quality management must address both the management of the project and the product of the project. ? Failure to meet quality requirements in either dimension can have serious and negative consequences for any or all of the project stakeholders
?
Examples of negative consequences
Meeting the customer requirement by over working the project team may lead to negative consequence in employee turnover ? Meeting project schedules by rushing planned quality inspections may produce negative consequences when errors go undetected.
?
Common understanding
Quality management should complement modern project management as they both recognize the importance of : 1- Customer satisfaction 2- Prevention over inspection 3- Management responsibility 4- Processes within phases (plan – do –check – act cycle)
Quality Movements
? ?
?
? ?
Deming Prize (Overseas) Malcolm Baldrige Department of Defense: Total Quality Mgmt (TQM) Philip Crosby (ITT): Quality is Free Juran
Quality Management Tools
?
?
Pareto Diagram ? Ranks defects in order of frequency of occurrence to depict 100% of the defects. (Displayed as a histogram) ? Defects with most frequent occurrence should be targeted for corrective action. ? 80-20 rule: 80% of problems are found in 20% of the work. ? Does not account for severity of the defects Cause and Effect Diagrams (fishbone diagrams or Ishikawa diagrams) ? Analyzes the inputs to a process to identify the causes of errors. ? Generally consists of 8 major inputs to a quality process to permit the characterization of each input.
Quality Management Tools
?
?
?
Histograms ? Shows frequency of occurrence of items within a range of activity. ? Can be used to organize data collected for measurements done on a product or process. Scatter diagrams ? Used to determine the relationship between two or more pieces of corresponding data. ? The data are plotted on an "X-Y" chart to determine correlation (highly positive, positive, no correlation, negative, and highly negative) (See Ireland, V-14) Other Tools ? Graphs ? Check sheets (tic sheets) and check lists ? Flowcharts
Quality Concepts
?
Zero Defects
? ? ?
Implies that there is no tolerance for errors within the system. The goal of all processes is to avoid defects in the product or service. Similar to six sigma: almost zero defects
?
The Customer is the Next Person in the Process
?
?
?
The internal organization has a system that ensures the product or service is transferred to the next person in the process in a complete and correct manner. The product or service being built is transferred to another internal party only after it meets all the specifications and all actions at the current work station. Avoids incorrectly assembled components and poor workmanship.
Quality Concepts
?
Do the Right Thing Right the First Time (DTRTRTFT)
? ?
Implies that it is easier and less costly to do the work right the first time than it is to do it the second time. Entails the training of personnel to ensure sufficient skills and tools to correctly complete the work.
?
Continuous Improvement Process (CIP) (From Japanese word, Kaizen)
? ? ?
A sustained, gradual change to improve the situation. Differs from innovation -- does not make a sudden jump to a plateau where it matures over time. (see Ireland, I-6) Focuses on 11 principles: constancy of purpose, commitment to quality, customer focus and involvement, process orientation, continuous improvement, system-centered management, invenstment in knowledge, teamwork, conservation of human resources, total involvement, and perpetual commitment.
Cost Of Quality
?
Cost of quality is the total price of all efforts to achieve product or service quality. This includes all work to build a product or service that conforms to the requirements as well as all work resulting from noncomformance to the requirements. The typical project should have a goal of between 3-5% of the total value as the cost of a quality program depending on the type of project and its total dollar value.
? ? ?
?
Cost to build right the first time Training programs Statistical Process Control (SPC) Costs
?
Cost of a quality system is often viewed as a negative cost because errors in work have been traditionally accepted as a cost of doing business.
Cost of Conformance
? ? ? ? ? ? ? ? ?
Planning Training and indoctrination Process control Field testing Product design validation Process validation Test and evaluation Quality audits Maintenance and calibration
Cost of Nonconformance
? ? ? ? ? ? ? ? ?
Scrap Rework Expediting Additional material or inventory Warranty repairs or service Complaint handling Liability judgments Product recalls Product corrective actions
Cost of Non-Quality
Cost of non-quality is estimated to be 1220% of sales. ? Waste of time and materials ? Rework of poor quality products ? Additional material ? Delays in schedule ? Product and service image ? Corporate image
?
Major Cost Categories of Quality
?
Prevention Cost - cost to plan and execute a project so that it will be error-free Appraisal Cost - cost of evaluating the processes and the outputs of the processes to ensure the product is error-free Internal Failure Cost - cost incurred to correct an identified defect before the customer receives the product External Failure Cost - cost incurred due to errors detected by the customer. This includes warranty cost, field service personnel training cost, complaint handling, and future business losses. Measurement and Test Equipment - capital cost of equipment used to perform prevention and appraisal activities.
?
?
?
?
Quality and People in Project Management
? ? ?
Management defines type and amount of work Management is 85% responsible for quality The employee can only assume responsibility for meeting the requirements of completing the work when the employee: ? Knows what's expected to meet the specifications ? Knows how to perform the functions to meet the specifications ? Has adequate tools to perform the function ? Is able to measure the performance during the process ? Is able to adjust the process to match the desired outcome Project quality team consists of: ? Senior Mgmt | Project Manager | Project Staff ? Customer | Vendors, suppliers, and contractors ? Regulatory Agencies
?
Quality and People in Project Management
?
Reviews & Audits
? ?
?
?
Management reviews determine the status, progress made, problems, and solutions Peer reviews determine whether proposed or completed work meets the requirements Competency center reviews are used to validate documentation, studies, and proposed technical solutions to problems. Fitness reivews and audits determine the fitness of a product or part of a project. (addresses specific issues)
?
The collection of quantitative data for statistical analysis is the basis for proactive mgmt by FACT rather than by EXCEPTION. Mgmt by exception lets errors and defects happen before mgmt intervention.
QUALITY PLANNING
In detail
Quality planning
?
? ? ?
Quality Planning involves identifying with quality standards It is a key facilitating process during the Project planning Process In modern quality management quality is planned in and not inspected in Prior to the development of ISO 9000 series, quality planning concepts were widely discussed as part of quality assurance.
Quality Planning Flowchart
INPUTS
TOOLS AND TECHNIQUES
OUTPUTS
1-Quality policy 2- Scope statement 3- Product description 4- Standards and regulations 5- Other process outputs
1- Benefit/ cost analysis 2- Benchmarking 3- flowcharting 4- Design of experiments
1-Quality Management plan 2- operational; definitions 3- checklists 4-inputs to other processes
Quality Planning Inputs
Quality policy
? the over all intentions and direction of an organization with regard to quality, as formally expressed by the top management ? In the case of a joint venture, a quality policy for the individual project should be developed ? The management team is responsible for dissipating the quality policy to all project stakeholders through appropriate information distribution channels
Quality Planning Inputs
Scope Statement
?
The scope statement is a key input to quality planning because it documents major project deliverables as well as project objectives which serve to define important stakeholder requirements
Quality Planning Inputs
Product description
?
Although the elements of the product description may be embodied in the scope statement, the product description often contains details of technical issues and other concerns that may affect quality planning
Quality Planning Inputs
Standards and Regulations
?
The project management team any application-area-specific standards or regulations that may affect the project
Quality Planning Inputs
Other Process Outputs
?
?
In addition to the scope statement and product description, processes in other knowledge areas may produce outputs that should be considered as part of the quality planning Example: procurement planning outputs may identify contractor quality requirements that should be reflected in the overall Quality Management Plan
Tools and Techniques for Quality Planning
?
Benefit / cost analysis
The planning process must consider benefit/cost tradeoffs ? The Primary Benefit: Is less work, higher productivity, lower costs, and increased stakeholder satisfaction ? The Primary Cost: Is the expanses associated with PQM activities Note: it is elementary that the benefit should outweigh the cost
?
Tools and Techniques for Quality Planning Benchmarking
?
Benchmarking involves comparing actual or planned project practices to those of other projects to generate ideas to:
1- Generate ideas for improvement 2- provide a standard for measurement of performance
Note: other projects compared may be within the same organization or out side and may be within the same application area or in another
Tools and Techniques for Quality Planning Flow charting
? ?
The flowcharting techniques in quality management generally include cause and effect diagram System or process flow charts Flowcharting can help in anticipating probable quality problems and thus helps to develop approaches for dealing with them
Tools and Techniques for Quality Planning Design of Experiments
?
? ?
This is an analytical technique which aims to define variables that have most influence on the overall outcome This technique is commonly applicable to the product of the project issues. However this technique can also be used in project management issues such as cost and schedule tradeoffs to allow for optima solutions.
Outputs from Quality Planning
Quality Management Plan
?
?
-
The quality management plan should describe how a project management team will implement its quality policy Also called Quality System, (in ISO terminology), the plan should define :
The organizational structure Roles and responsibilities Resources needed for implementation of quality management
Outputs from Quality Planning
Quality Management Plan (continued)
?
-
The Quality Plan should address:
Quality Control of the project Quality Assurance Quality Improvement of the project
Note: the project quality plan can be highly detailed or broadly framed based on the needs of the project
Outputs from Quality Planning
Operational Definitions
?
An operational definition describes what something is and how it is measured by the quality control process.
example: the project management team must indicate the start and end of every activity in a detailed schedule Weather the whole activity or certain deliverables are to be measured
? For
-
Operational definitions are also called Metrics in some areas of application
Outputs from Quality Planning
Checklists ? A checklist is a structured tool used to verify that a set of required steps or requirements have been performed. ? Many organizations have standard checklists to ensure consistency of frequently performed activities
Outputs from Quality Planning
Inputs To Other Processes
?
The quality planning process may identify need for further activity in another area
QUALITY ASSURANCE
In detail
Quality Assurance
?
?
? ?
Quality assurance encompasses all the planned and systematic activity implemented in a quality system to provide confidence that the project will satisfy the relevant quality standards Quality assurance is provided by a Quality Assurance dept. Quality assurance can be INERNAL ( from the project management team to the performing organization) Quality assurance can be EXTERNAL (provided to the customer and other parties actively involved in the work of the project
Quality Assurance Flowchart
INPUTS
TOOLS AND TECHNIQUES
OUTPUTS
1-Quality management plan 2- Results of quality control measurements 3- Operational definitions
1- Quality planning tools and techniques 2- Quality audits
1-Quality improvement
Inputs To Quality Assurance
?
Quality management plan as previously described Results of quality control measurements which are records of quality control testing and measurement in a format of comparison or analysis Operational definitions as previously described in the output of the Quality Planning
?
?
Tools and Techniques For Quality Assurance
?
?
-
Quality Planning tools and techniques , which can be used for quality assurance as well Quality Audits which are a structured review of other quality management activities: they may be timely or carried out randomly They may be carried out by properly trained Internal-auditors or by third parties such as quality systems registration agencies
Outputs From Quality Assurance
Quality Improvement
?
Quality improvement includes taking action to increase the effectiveness and efficiency of the project to be provide added benefits to the stakeholders of that project .
?
In many cases the implementation of quality improvements will require preparation of change requests or taking corrective actions and will be handled according to procedure for overall change control
QUALITY CONTROL
In detail
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 results mentioned include both PRODUCT results such as deliverables and MANAGEMENT results such as cost and schedule performance Quality control is often performed by a quality control department The project management team should have a working knowledge of statistical quality control especially sampling and probability to help evaluate and control outputs.
Quality Control
?
The project management should be aware of the following among other subjects:
prevention ( keeping errors out of the process) Inspection (keeping errors out of the customers hand Attribute sampling (for conformity of results) Variable sampling (where the results are rated on a continuous scale that measures the degree of conformity or non conformity Special cause ( unusual events) Random causes ( normal process variations) Tolerances ( where results should fall with in a defined tolerance range Control limits ( the process is in control if it falls within these defined limits)
-
-
-
Quality Control Flowchart
INPUTS
TOOLS AND TECHNIQUES
OUTPUTS
1-Work results 2- Quality management plan 3- Operational definitions 4- Checklists
1- Inspection 2- Control charts 3- Pareto diagram 4- Statistical sampling 5- Flowcharting 6-Trend analysis
1-Quality improvement 2- Acceptance decisions 3- Rework 4-Process adjustments
Inputs To Quality Control
Work results : including both product results and process results ? The quality management plan ? Operational definitions ? Checklists
?
Tools and Techniques for Quality Control
Inspection
?
? ?
Inspection includes activities such as measuring, examining and testing undertaken to determine whether results conform to requirements Inspection can be carried out on the level of a single activity or a final product Inspections can be called reviews, product reviews, audits, and walk-throughs
Tools and Techniques for Quality Control
?
?
Control Charts
These charts are graphical representations that display the result of a process over time and are used to determine if the process is “in control” When in control the process should not be adjusted , however it may be changed in order to provide improvements Control charts may be used ot monitor any type of output variable Control charts are most often used to monitor repetitive activity in production but can also be used to monitor cost and schedule variances
?
? ?
Tools and Techniques for Quality Control
Pareto Diagram
?
?
?
A Pareto diagram is a histogram ordered by frequency of occurrence which shows how many results were generated by what category or identified cause The project management team should take action to fix the problems that are causing the greatest number of defects first Typically the Pareto diagram reflects that a relatively small number of causes are responsible for the majority of the problems or defects.
Tools and Techniques for Quality Control
Statistical Sampling
?
?
?
Statistical sampling involves choosing a part of a population of interest for inspection Appropriate sampling can effectively reduce the cost of quality control There is a vast body of knowledge related to statistical sampling and therefore the management must be aware of the various sampling techniques
Tools and Techniques for Quality Control
Flowcharting
?
Flowcharting is used in quality control to help analyze how a problem occurs
Tools and Techniques for Quality Control
Trend Analysis
?
The trend analysis involves the use of mathematical techniques to forecast future outcomes based on historical results it is often used to monitor: - Technical performance – how many defects
have been identified and how many remain uncorrected
- Cost and schedule performance – how
many activities in a certain period were completed with significant variances
Outputs for Quality Control
? ?
Quality improvement ( previously described) Acceptance decisions, where the inspected
items will either be accepted or rejected and those rejected may be reworked ? Rework, which is an action taken to bring defects or nonconforming items into compliance with requirements and specifications. Rework is a frequent cause of project over-runs and the project management team must make an effort to minimize it .
Outputs for Quality Control
Completed Checklists, which become a part of a project record when they are used ? Process Adjustments, which involves immediate corrective or preventive action as a result of quality control measurements. In some cases the adjustment may need to be handled according to procedures for overall change control.
?
Conclusion
In conclusion we find that in order to achieve PQM or Project Quality Management , one has to integrate the concepts of Project management with the processes of quality management at the project scale and throughout its different phases. for effective PQM it is essential that the project management team be aware of the concepts of quality management to be able to make use of the described processes and implement them to achieve the required end product
Key Quality Definitions
? ?
? ? ?
?
?
Control: The process of comparing actual performance with planned performance, analyzing variances, evaluating possible alternatives, and taking appropriate corrective action as needed. Control Charts: A graphic display of the results, over time and against established control limits, of a process. They are used to determine if the process is in control or in need of adjustment. Corrective Action: Changes made to bring expected future performance of the project into line with the plan. Cost of Quality: The cost incurred to ensure quality. Includes quality planning, quality control, quality assurance, and rework. Pareto Diagram: A histogram ordered by frequency of occurrence that shows how many results were generated by each identified cuase. Performance Reporting: Collecting and disseminating information about project performance to help ensure project progress. Project Quality Management: The processes required to ensure that the project will satisfy the needs for which it as undertaken.
Key Quality Definitions
?
?
?
?
? ?
Quality Assurance
QA) The process of evaluating overall project performance on a regular basis to provide confidence that the project will satisfy the relevant quality standards. Also, the organizational unit that is assigned responsibility for quality assurance. Quality Control: (QC) The process of monitoring specific project results to determine if they comply with relevant quality standards and identifying ways to eliminate causes of unsatisfactory performance. Also, the organizational unit that is assigned responsibility for quality control. Quality Plan:A document setting out the specific quality practices, resources and sequence of activities relevant to a particular product, service, contract or project. (ISO-8402) Quality Policy:The overall quality intentions and direction of an organization as regards quality, as formally expressed by top management. (ISO-8402) Quality Planning: Identifying which quality standards are relevant to the project and determining how to satisfy them. Total Quality Management: (TQM)A common approach to implementing a quality improvement program within an organization.Thank You…
?
Thank You…
doc_172508035.ppt