Chapter 8 Project Quality Management Project Quality Management should be an integral part of any project large or small. Quality management is not just about ensuring that your product is defect free and is fit to use, but also about quality policies, objectives and responsibilities. As you will see this is the basis of the distinction between Quality Assurance and Quality Control. Watch out for an exam question asking you to differentiate between these two concepts. Small projects that do not have the budget for a dedicated quality team usually incorporate quality policies in to their task execution activities. It is too costly to avoid this important function during the project and product life cycle. Rework is expensive, it is not just a matter of re-doing the task but, most of the times, you have to undo and start all over again. This not only drains time and resources but almost always has a cost impact. Not to mention loss of customer trust in your product and team morale, to name a few down stream side effects. As a project manager it is your job to ensure you have defined what quality standards your product will adhere to and to verify that these standards are consistently met. It is also your responsibility to establish quality processes, policies and procedures to meet quality requirements. Master these fundamental concepts and you are sure to ace the quality management questions on your exam. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-1

Project Quality Management Contents The topics covered in this chapter are: Define Quality Management Quality Management processes Quality Management terms and definitions The topics covered in this chapter are: Definitions related to Project Quality Management. Since the exam is multiple choice it not required to memorize definitions, you should be able to recognize the correct answer from the choices presented to you. Project Quality Management facts and terms are also discussed. Some exam questions are as simple as being able to pick the correct definition from the choices presented to you. We will discuss Project Quality Management Processes – Plan Quality Management, Perform Quality Assurance and Control Quality As with all other knowledge areas you need to Plan for the quality on your project. We will discuss on how to decide on the right amount of quality on your project. Quality Assurance tasks will be covered where we discuss policies, procedures and standards. Quality Control will be introduced as the process where actual quality checks are made. Products are measured analyzed and ultimately graded, this is where decisions are made to either accept or reject the end product. When discussing these we will also introduce techniques used to perform these processes, for example in quality control do we test every single product or take a statistical sample? For quality Assurance we will discuss auditing as one tool to help us with this process. When we get to the appropriate slide pay particular attention to the difference between Quality Assurance and Quality Control as it relates to Project Quality Management. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-2

Project Quality Management Learning Objectives By the end of this chapter, you should be able to: Explain the purpose and importance of Quality Management Explain Project Quality Management Facts & Terms Name the Project Quality Management Processes By the end of this chapter, you should be able to: Explain the purpose and importance of Project Quality Management Explain Project Quality Management facts and terms Name the Project Quality Management Processes PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-3

Project Quality Management Definition Processes Activities That determine Quality policies Objectives Responsibilities So the project will Satisfy the needs for which it was undertaken According to PMI’s PMBOK, Project quality management is defined as follows “Project Quality Management includes the processes and activities of the performing organization that determine quality policies, objectives, and responsibilities so that the project will satisfy the needs for which it was undertaken.” Notice this slide highlights keywords related to project quality management, this is to emphasize understanding over memorization. To reiterate what we said in an earlier slide, quality is not just about testing your end product but making sure your whole organization has correct policies and procedures to ensure project quality. This concept is further explored in the remaining part of this chapter. Here are a few questions to emphasize these points PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-4

Inov8Solutions Inc – Quality Educational Services For Professionals Review Quiz Quality can be defined as Making sure the customer gets more than what they ask for The degree to which the project meets requirements Keeping the company culture in mind To complete the project on time Correct Answer – B: The degree to which the project meets requirements Giving extras to the customer is called gold plating and always adds cost plus time to the project. Company culture and project schedule are not directly related to project quality The BEST answer is B “The degree to which the project meets requirements” PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 6-5

Inov8Solutions Inc – Quality Educational Services For Professionals Review Quiz Quality is ultimately the responsibility of The Executive Sponsors The Quality Manager The Project Manager The team members Correct Answer – C: The Project Manager Although every team member is responsible to meet quality requirements, the question asks for ULTIMATE responsibility The Project Manager is ultimately responsible of the quality of the project. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 6-6

Inov8Solutions Inc – Quality Educational Services For Professionals Marginal Analysis To produce high quality (defect free) products and services is… more expensive less expensive Kamran note: introduce a pause after asking “Is it MORE or LESS…?” Marginal Analysis - Discover point where Benefit equals cost Stop improving quality beyond this point Which of these statements is true? Is it MORE or LESS expensive to produce high quality (defect free) products and services? Correct answer is: it depends. There is always a cost attached with producing defect free products, perfection comes at a cost. Conversely skimp too much on the quality cost during the project cycle, and you might end up forking out much more over the life of the product. So how much should you spend on quality? This is a decision made during Project Quality Planning activity. Based on customer requirements, desired product quality and risk appetite, decision can be made as to the level of quality required for each project. As a project manager you have to strike a balance between quality and cost, you do not want to spend all your time and effort in achieving perfection when the customer might be ok with a lower level of quality. Keep the Quality Mantra “Fit for use” in mind when making this key decision. Marginal Analysis is a tool used to help us to arrive at the required level of quality for your project. Marginal Analysis refers to looking for the point where the benefits or revenue to be received from improving quality equals the incremental cost to achieve that quality. When that point is reached, you should stop trying to improve quality. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-7

Inov8Solutions Inc – Quality Educational Services For Professionals What is Quality? Take a moment to give this some thought, how do you define quality? Kamran note: Put a pause here, let the student click continue button before showing the next bullet Quality is the degree to which a set of inherent characteristics fulfills requirements. Kamran note: Animate Gold Plating and Not acceptable (as text or graphics) when narrator mentions these words What is Quality? Let’s take a moment to think about this question. In your own words see if you can define quality. Done? When ready click continue to see how you did on this… According to PMI’s PMBOK, quality is “The degree to which a set of inherent characteristics fulfill requirements. So you have to deliver according to quality specifications decided in the project quality plan. Anything more is called gold plating, anything less will not be accepted. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-8

Inov8Solutions Inc – Quality Educational Services For Professionals Defect Free Choices Path A Build, Inspect, Fix, Inspect, Fix again, Inspect again, Fix one last time and Deliver Quality is expensive and unreliable Kamran Note: Please animate this slide. Path B Define, Measure, Analyze, Improve and Control Quality is less expensive and more dependable Another quick quiz for you, which path would you rather choose? Path A, where you go through various iterations until you arrive at an acceptable deliverable? OR Path B, where you have clearly defined deliverables, measure and analyze the end product and from these measurements improve your deliverable? Which is the right path? Obviously B. Being able to deliver a quality product does not mean you have to play the hit and miss game. With clearly defined objectives and appropriate means of measuring the results, you should be able to keep your project quality on track. Which is the right Path ? Obviously Path B PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-9

Inov8Solutions Inc – Quality Educational Services For Professionals Quality Management Facts and Terms Before we discuss project quality management processes, let’s talk briefly about some quality management related facts and terms. These will help us understand the topic at hand and will help clarify key concepts later in the chapter. You might also see questions on the exam related to these project quality management related terms or facts. To re-iterate, when learning these concepts emphasis should be placed on understanding key concepts so as to be able to recognizing the correct choice on the exam. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-10

Inov8Solutions Inc – Quality Educational Services For Professionals Errors & Rework Overworking project team Employee Attrition Errors Rework Rushing quality inspections Have you ever been on troubled projects? What happens as deadlines approach and work is behind schedule? More than often this is the time the client tends to increase project scope which we have discussed in the Project Scope Management chapter. Meeting customer requirements by overworking project team may result in high turn over, errors or rework Meeting project schedule objectives by rushing planned quality inspections may results in undetected errors This is not the time to cut quality tasks or rush inspections. As a project manager it is your responsibility that the project does not get to a stage where tasks slip so much that you have to overwork your team or rush inspections. Have a review of the Time Management chapter, if not done already, on how to handle project schedule challenges by using fast tracking or crashing techniques. Scope changes should be addressed via the change control process using the change control board. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-11

Inov8Solutions Inc – Quality Educational Services For Professionals Quality Vs. Grade Quality is the degree to which a set of inherent characteristics fulfill requirements Grade is a category or rank used to distinguish items that have the same functional use, but do not share the same requirements for quality. For example: different hammers may need to withstand different amounts of force Low Quality level not meeting quality requirements is always a problem, but low Grade is not a problem E.g., Tires manufactured for speed racing are of higher Grade when compared to normal driving tires. We have already defined quality on a previous slide, how is it different from grade? Quality is the degree to which a set of inherent characteristics fulfill requirements Grade is a category or rank used to distinguish items that have the same functional use, but do not share the same requirements for quality. For example: different hammers may need to withstand different amounts of force Low Quality level not meeting quality requirements is always a problem, but low Grade is not a problem E.g., Tires manufactured for speed racing are of higher Grade when compared to normal driving tires PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-12

Inov8Solutions Inc – Quality Educational Services For Professionals Precision Vs. Accuracy Precision means values of repeated measurements are clustered ; have little scatter Accuracy means that measured value is very close to the true value Precise measurements are not necessarily accurate and Accurate measurements are not necessarily precise Kamran note: Please use similar image, above images were googled for your reference. Picture 2 is an example of precise, picture 3 an example of accurate. Can also use a bulls eye image(picture 4) to show accuracy Precision means values of repeated measurements are clustered ; have little scatter Accuracy means that measured value is very close to the true value Precise measurements are not necessarily accurate and Accurate measurements are not necessarily precise Know the definitions of these two terms, you might be asked a tricky question to distinguish one from the other PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-13

Quality Management Terms Customer Satisfaction Conformance to requirements Project produces intended product Fitness for use Product or service must satisfy real needs Prevention Vs. Inspection Cost of preventing mistakes is much less than cost of correcting them when they are found by inspection Quality must be planned in, not inspected in Customer satisfaction is achieved when you conform to customer’s requirements. Which means you are delivering what the customer has asked for at the price they have agreed upon. In other words, the project produces intended products or services. Customer satisfaction is also achieved by delivering products that are FIT to use, meaning the product can be used in it’s intended way. In other words, the product or service satisfies a real need. It is much cheaper to prevent mistakes from your process rather than discovering via inspection and trying to fix them after the fact. Remember Quality must be planned in, not inspected in PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-14

Inov8Solutions Inc – Quality Educational Services For Professionals Gold Plating Giving the customer extras Functionality Quality Scope Performance No we don’t mean covering your products in gold! Gold plating refers to giving the customer extras such as extra functionality, higher-quality components, extra scope or better performance. Advanced quality thinking as well as PMI do not recommend this practice. Gold plating is often the team’s impression of what is valued by the customer, and the customer might not agree. This is a problem because most projects have problems delivering what the customer wanted let alone trying to deliver over and beyond. All available efforts should go into achieving required objectives, instead of gold plating. This is a popular exam question, watch for the term ‘gold plating’ mentioned in the question or as one of the choices for a question. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-15

Inov8Solutions Inc – Quality Educational Services For Professionals Kaizen Kaizen or Continuous Improvement Synonymous terms Kaizen Kai = Change Zen = Good or Make better To continuously improve upon Three step process Identify ways to make improvements Implement changes Measure impact of changes Toyota Production System (TPS) Muri = Overburden Mura = Unevenness Muda = Wasteful Kamran Note: animate graphic so parts appear gradually (and perhaps disappear/fade out). See if you can find graphics for muri, mura and moda. The terms Kaizen is a Japanese term which can be roughly meant to be same as the term “Continuous Improvement”. Kai means to change and Zen means good or improve. Together Kaizen is taken to mean continuous improvements. Western philosophy to making changes is thought of as making BIG chanbes. In Japan, improvements are thought of as small, incremental changes. It is also worth mentioning related Japanese terms Muri, Mura and Muda. Please Note: these three terms do not appear on the PMP Exam but are mentioned for your interest only Also known as three types of waste, these are key concepts in the Toyota Production System (TPS) Muri means overburden, unreasonableness or absurdity. Muri can be avoided through standardized work Mura means unevenness, irregularity or inconsistency. Mura, in terms of business/process improvement, is avoided through Just In Time systems which are based on keeping little or no inventory Muda means an activity that is wasteful and does not add value or is unproductive These wasteful activities are removed from the process to achieve greater efficiencies PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-16

Inov8Solutions Inc – Quality Educational Services For Professionals Just In Time Just in time (JIT) Decrease of inventory Decrease in investment in inventory Forces attention to quality Narration note: JIT is pronounced as a word jit, do not spell letters Jay, eye, tee Businesses are finding out that holding raw materials in inventory is too expensive and is unnecessary. Instead, they have their suppliers deliver raw materials just when they are needed. What does that have to do with quality, you may ask? Companies using JIT are forced to pay attention to quality else there will not be enough raw materials to meet production requirements because of waste and rework. Just in Time philosophy demands tight supply chain control coupled with strict quality policies and procedures.. Narration note: JIT is pronounced as a word jit, do not spell words Jay, eye, tee PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-17

Inov8Solutions Inc – Quality Educational Services For Professionals Cost of Quality (COQ) Method of determining the cost incurred to ensure quality, includes cost of Conformance Prevention and appraisal costs Quality planning Quality control Quality assurance Non-conformance Failure costs Rework – products, components or processes Warranty work and waste Reputation Cost of Quality Total cost of all efforts related to quality throughout the product life cycle External cost of quality can be reduced if organization can invest in product quality improvement (defect prevention and appraisal) Cost of Quality is a method of determining the costs incurred to ensure quality. Looking at the cost of quality means making sure the project is not spending too much to achieve a particular level of quality. This includes cost of conformance and cost of non-conformance. Cost of Conformance are prevention and appraisal costs, these include costs for quality planning, quality control and quality assurance to ensure compliance to requirements. Cost of non-conformance are failure costs, these include costs of rework products, components or processes that are non-compliant, costs of warranty work and waste and loss of reputation. The costs of conformance should be lower than the costs of nonconformance. Imagine an example of automobile assembly line, it is cheaper to inspect and fix a problem before a car leaves the factory. Compare this to the cost of recalling and fixing the same problem after delivery. Which one is cheaper? PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-18

Total Quality Management (TQM) Key words Continuously improve Quality of products Business practices At every level of the organization The entire organization has responsibilities relating to quality. Total Quality Management or TQM is a philosophy that rhymes with other similar philosophies like Continuous improvement, Kaizen and Deming’s “plan, check, do” cycle. TQM encourages companies and their employees to focus on finding ways to continuously improve the quality of their products and their business practices at every level of the organizations. Remember the entire organization has responsibilities relating to quality. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-19

Inov8Solutions Inc – Quality Educational Services For Professionals Quality Management End of Facts and Terms This concludes our discussion of Quality Management Facts and Terms. Keep in mind these Project Quality Management terms appear on the exam, understanding their definitions will help you answer these type of questions. Exam questions on these tend to be straight forward. As mentioned before these terms could be mentioned in the question or in one of the choices. Switching gears we will now talk about Project Quality Management Processes. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-20

Project Quality Management Processes Note to Kamran: Please add animation so that each row is highlighted as it’s mentioned in the narration. Process Process Group Plan Quality Management Planning Performa Quality Assurance Executing Control Quality Monitoring and Controlling The Project Quality Management processes are: Plan Quality Management which is part of the Planning process group Perform Quality Assurance which is part of the Executing process group Control Quality which is part of the Monitoring and Controlling process group PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-21

Project Quality Management Processes As mentioned in previous slide, Project Quality Management includes below processes: Plan Quality Management Process The process of identifying quality requirements and/or standards for the project and product, and documenting how the project will demonstrate compliance Perform Quality Assurance Process The process of auditing the quality requirements and the results from quality control measurements to ensure appropriate quality standards and operational definitions are used Control Quality Process The process of monitoring and recording results of executing the quality activities to assess performance and recommend necessary changes Kamran note: display main headings without definitions. Definitions to be displayed when narration discusses them. With Quality Management terms covered, lets focus on the Project Quality Management Processes Project Quality Management comprises of three processes Plan Quality Management process Perform quality assurance process and Control Quality process The Plan Quality Management process is the process of identifying quality requirements and/or standards for the project and product, and documenting how the project will demonstrate compliance. So you are not only explicitly saying what your quality requirements are for this project but also what measurement or criteria will be used to prove we have met these requirements. Perform quality assurance process is the process of auditing the quality requirements and the results from quality control measurements to ensure appropriate quality standards and operational definitions are used. This is done during the execution phase of the project and is done to make sure we are adhering to our plan. The Control Quality process is the process of monitoring and recording results of executing the quality activities to assess performance and recommend necessary changes. Any issues discovered here are passed as recommendations to the integrated changed control process as corrective or preventative suggestions. It is worth to note that on large products you might have a Quality Assurance team and a distinct Quality Control team. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-22

Inov8Solutions Inc – Quality Educational Services For Professionals Review Quiz Which of the following is not one of the Quality Management processes? Review Quality Planning Plan Quality Management Performed Quality Assurance Control Quality The correct answer is A. Review Quality Planning is not one of the Quality Management processes. The Quality Management processes are Plan Quality Management, Perform Quality Assurance, and Control Quality. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 6-23

Plan Quality Management Plan Quality Management process Identifying Quality requirements Standards Documenting How the project will demonstrate compliance Kamran note: Animate no-surprises via some graphic display following when the narrator says “Here is the full definition again.” Plan Quality Definition Process of identifying quality requirements and/or standards for the project and product, and documenting how the project will demonstrate compliance. According to PMI’s PMBOK, Plan Quality Management is the process of identifying quality requirements and / or standards for the project and product, and documenting how the project will demonstrate compliance. All quality related requirements are gathered and documented in this process, this will become the quality scope of our project. Anything not captured in this plan will be out of scope and is not expected to be delivered. Needless to say it is worth taking some time to get the planning activities right, this is true not only for Project Quality Management but for all other Knowledge areas of the project. One output of Plan Quality is the Project Quality Plan document, this documents details many quality related details including What quality standards our product will adhere to? What measurements to take on our finished products? How to decide if a quality test fails or passes our product checks? What is our quality improvement plan? etc End result is the elimination of any surprises from the process, so all stakeholders are on the same page once we are in the execution phase. Here is the full definition again. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-24

Plan Quality Management Considerations Performed in parallel with other planning processes Project Manager is responsible for the quality of the product or the Project Senior Management has the ultimate responsibility for quality in the organization as a whole Impact of poor quality results in: Lower customer satisfaction Increased cost of the product Increased risk Low Morale Some key considerations for Plan Quality Management. As we stated earlier All planning activities are done together in the planning process group. These include planning for Time, Cost, Quality, HR and so on, remember we enter the planning phase after we are finished with the initiation phase. As with other areas product quality is the project manager’s responsibility but ultimately senior management are responsible for the over all quality. Ignore quality at your own risk, needless to say impact of poor quality results in Low customer satisfaction Increased cost of product Increased risk and Low morale You would agree these impacts are inter-related and more than often result in an uncontrollable downwards spiral. Once initiated companies can only recover by expending huge amounts of money and effort. In this social media aware world, reputations once lost are not easy to recover. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-25

Plan Quality Management Inputs and Outputs Kamran note: Please take text from attached graphic and animate in an Exercise format, where we let students Drag and drop input/output in correct boxes Let’s discuss this on our next call PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 7-26

Plan Quality Management Tools And Techniques Cost Benefit Analysis Cost of Quality (COQ) Control Charts Kamran note: please copy graphic sighting source as wikipedia Now that we understand plan quality process’ inputs and outputs, lets discuss tools and techniques used in this process Cost Benefit Analysis is a technique used to weigh the benefits versus the costs of quality efforts. A balance is achieved to deliver the right amount of quality at a cost that is acceptable for the project budget. You can drive towards zero defects but cost implications might leave your coffers empty. Sounds familiar? We discussed this concept under “Marginal Analysis”, to reacap “Marginal Analysis refers to looking for the point where the benefits or revenue to be received from improving quality equals the incremental cost to achieve that quality. When that point is reached, you should stop trying to improve quality.” Cost of Quality also know as COQ, is a method of determining the costs incurred to ensure quality. This includes cost of conformance and cost of non-conformance. Please see our previous slide for a detailed discussion on this technique. To briefly recap, Cost of Quality includes Cost of Conformance and Cost of non-conformance… Cost of Conformance are prevention and appraisal costs, these include costs for quality planning, quality control and quality assurance to ensure compliance to requirements. Cost of non-conformance are failure costs, these include costs of rework products, components or processes that are non-compliant, costs of warranty work and waste and loss of reputation. The costs of conformance should be lower than the costs of nonconformance. Feel free to go back and revise these slides if you need a quick refresher. Control Chart is a graphic display of process data over time and against established control limits, that has a centerline that assists in detecting a trend of plotted values towards either control limit. Over the next few slides we will discuss control chart in detail, we will also discuss how control charts can be used as a tool to perform quality control activities. We will talk about when to decide if a process is out of control due to an assignable cause because of rule of seven or when your data point is outside the control limits. Not sure what this means, don’t worry a detailed discussion is coming up soon. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-27

Tools and Techniques Continued Benchmarking Design of Experiments (DOE) Statistical Sampling Flowcharting Quality Management Methodologies Continuing with our plan quality tools and techniques, here are some tools and techniques to keep in mind for the exam Benchmarking involves comparing actual project practices to those of comparable projects. This is done to both measure and improve an organization’s processes bringing them in line with industry best practices. Also termed as best practices, this technique is used to compare your organization’s current processes with those adopted in your respective industry. Aim is to identify gaps and deficiencies in your current processes with a goal to bring them in line with the industry standards. Design of Experiments or DOE is a way of measuring impact of changing different variables on the quality of the product. Based on statistical methods select variables are changed while keeping all other factors constant. This is a very quick way of determining the best combination of variables that impact quality. Organizations do not have time and budget to identify every single variable related to your product and test every single permutation of these moving pieces. Instead a combination of these variables are set at the same time using scientific methods to arrive at a conclusion in a much quicker way. The exam is not going to ask you to employ a DOE method, it is sufficient to know what this term means and how it is used to save time and effort on your project. Statistical Sampling involves choosing a part of a population of interest for inspection. For example check 1 out of every 100 widgets from the assembly line. Sample frequency and sizes should be determined during the plan quality process. As well as exact measurements and the fail / pass criteria. This is particularly important when the expected test is destructive in nature. For example imagine a test to measure inner diameter of a tennis ball. If you were to cut open every single tennis ball to measure this, you will end up with no product to deliver. The project plan can stipulate to test one tennis ball out of every thousand for example. Flowcharting is a graphical representation of a process showing the relationships among process steps. Again the exam does not require you to draw flowcharts, you are only required to understand the definition and concept of this term. Quality Management methodologies include six sigma, lean six sigma, CMMI etc. During Plan Quality decisions needs to be made as to which methodology will be followed for this project. Remember PMI avoids dictating a cookie cutter approach to your projects which would result in all projects looking exactly like on another thus lacking flexibility and agility. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-28

Additional Quality Planning Tools Some additional tools you might consider for your projects Brainstorming Affinity diagrams Force field analysis Nominal group techniques Matrix diagrams Prioritization matrices You might decide to use additional quality planning tools to better define quality requirements and plan effective quality management activities. These include, but are not limited to the following Brainstorming Affinity diagrams Force field analysis Nominal group techniques Matrix diagrams Prioritization matrices Again you are not required to know these tools in detail. The exam will test your knowledge that these are the additional tools you might use for your project quality planning. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-29

Perform Quality Assurance Definition Auditing Quality requirements Auditing results from Quality Control Measurements Ensures proper use of appropriate quality standards operational definitions Key points Quality Assurance group Continuous process improvement Eliminates activities that do not add value Increase process efficiency Plan Quality Assurance is the second process in Project Quality Management, done during the executing phase of the project. It is important to understand which phase each process is performed under. The exam questions are scenario based, a scenario is described sometimes in a lengthy paragraph and questions asked from this story, placing yourself in the correct phase will help you pick the right answer. Remember the five phases? Initiation Planning Execution Monitoring and Controlling and Closing You can only perform quality assurance tasks when work is being done on your project, in other words when you are in the execution phase. Perform Quality Assurance is the process of auditing the quality requirements and the results from quality control measurements to ensure appropriate quality standards and operational definitions are used. Usually an external quality assurance group handles tasks identified in this process. This group uses the measurements gathered as part of the perform quality control process. This is the place where continuous process improvements are initiated, remember we talked about eliminating waste or unnecessary processes. Feel free to go back and review those slides from this chapter to help refresh your memory. Needless to say as we improve processes and eliminate wasteful activities we are increasing process efficiencies. This slide has key words highlighted in bold and has listed key points to help you remember what is involved in the perform quality assurance process. Contrast these key words with the upcoming slide on Quality Control, learn to recognize difference between Quality Assurance and Quality Control and you will breeze through these questions on the exam. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-30

Perform Quality Assurance Inputs and Outputs Kamran note: Please take text from attached graphic and animate in an Exercise format, where we let students Drag and drop input/output in correct boxes Let’s discuss this on our next call PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 7-31

Perform Quality Assurance Tools and Techniques Quality Audits Process Analysis Plan Quality tools and techniques Perform Quality Control tools and techniques Tools and Techniques of Perform Quality Assurance Process Quality Audits are used to determine whether project is complying with company policies, processes and procedures. Areas of improvement are also identified as part of the audit process. As mentioned before Quality audits can be done by external organizations to make sure they are unbiased and beneficial. Process analysis is done to derive greater efficiency and as previously noted eliminate waste. Remember our slides on Kaizen aka continuous improvement and Toyota Production system - Muri, Mura and Muda Unnecessary and redundant activities/processes are identified and eliminated to drive greater efficiencies. The tools and techniques of the plan quality and perform quality control processes are also used as part of the perform quality assurance process. Let me elaborate on the last two points over the next slides PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-32

Perform Quality Assurance Tools and Techniques Plan Quality tools and techniques In Plan Quality Management used to Determine requirements, procedures and standards In Perform Quality Assurance used to Help assess whether the practices and procedures are being followed as planned We mentioned Plan Quality tools as part of Perform Quality Assurance tools and techniques, this seems to be redundant but need not be When these tools are used in Plan Quality Management, they help determine the actual requirements, procedures and standards When they are used in Perform Quality Assurance, they help assess whether the practices and procedures are being followed as planned So even when we use the same tools and techniques the outcome is different. In Plan Quality Management the outcome is a Plan Quality Document and In Perform Quality Assurance the outcome is a decision if we are following as planned PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-33

Perform Quality Assurance Tools and Techniques Control Quality tools and techniques In Control Quality used To measure the deliverables according to the plan quality document In Perform Quality Assurance used To decide if the measurements meet the planned requirements and standards Similarly the use of Control Quality tools are used for different purpose in both processes Please note When they are used in Control Quality, they are used to measure the deliverables In Perform Quality Assurance they are used to determine whether the deliverables meet the planned requirements and standards One easy way to explain this could be Plan Quality Assurance is where quality planning is done Control Quality is the process where measurements are taken and Perform Quality Assurance is where processes are analyzed for their effectiveness PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-34

Control Quality Definition Purpose of Control Quality Process Monitoring results of executing the quality activities Recording Purpose Assess performance Recommend changes According to PMBOK, Control Quality is defined as the process of monitoring and recording results of executing the quality activities to assess performance and recommend necessary changes. Needless to say that this process happens at the project execution time. As your project is producing the end products or results you should be verifying them against customer’s original requirements. Key questions to ask here are “Does this product satisfy the client’s needs?” “Will it be accepted or signed off by the client?” “Will we be asked to fix or change it in any way causing us to loose time and worse money?” Testing or measuring is not enough on it’s own, this process demands the results are recorded as well. How else will we be able to notice trends and analyze performance over time? One of the outputs of this process should be change recommendations and process updates. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-35

Control Quality Considerations Performed throughout the life of the project Mainly during Monitoring and Controlling Standards include project processes and product goals Checks deliverables and results Identifies causes of poor process or product quality and recommends action to eliminate them Deals with Statistical activities like Sampling and Probability to evaluate quality control outputs Quality control is performed throughout the life of the project for example during planning it might measure planning performance. See if you can think of quality control activities performed during all the phases of a project. To recap the five phases are Initiation Planning Executing Monitoring and Controlling and Closing If nothing comes to mind then I would recommend you do some research on your own. You can use your favorite project management book that you are using for your exam preparation. Much of quality control activities, however, occur as part of monitoring and controlling process. During this process deliverables and results are checked according to the project quality plan. We have mentioned this before but worth repeating again… Quality planning is the process where you should have already decided on what to measure and how often. Come execution and monitoring and controlling time you should be able to follow this pre-determined plan. So as you are checking or measuring the product(s) of your project, any defects or issues with product or project quality should be sent back as recommended changes or updates. You guessed it right, recommended changes and updates are a few of the outputs of the Perform Quality Control Process. This should give you a heads-up for the next activity slide, inputs and outputs of perform quality control. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-36

Control Quality Inputs and Outputs Kamran note: Please take text from attached graphic and animate in an Exercise format, where we let students Drag and drop input/output in correct boxes Let’s discuss this on our next call PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 7-37

Inov8Solutions Inc – Quality Educational Services For Professionals Quality Control Terms Over the next few slides we will discuss some relevant quality control terms. It is important to understand these terms not only from the exam perspective but also for real life projects. You will most certainly use these techniques when doing Quality Management on your projects. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-38

Prevention Vs. Inspection Keeping errors out of the process Inspection Keeping errors out of the hands of the customer The preferred approach is to adopt a preventative philosophy so you have necessary checks and balances in place to keep errors out of your processes. You can achieve this in a manufacturing environment by making sure that your equipment is well maintained before any breakdowns occur. You would agree with me breakdowns are expensive as they are unplanned impacting your schedule and cost. Regular process reviews are done to fore see problems before they arise and to take action so as to prevent costly errors. Preventative measures should always be complemented by inspections. This is where your end products are checked for errors to make sure faulty pieces are not shipped out to your customers. Together prevention and inspection work in tandem to try to keep problems from happening and if defects do occur you make sure you catch them before they get into the customer or end user’s hands. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-39

Attribute Vs. Variable Sampling Attribute Sampling Also called Discrete result either confirms or does not confirm Variable Sampling Also called continuous result is rated on a continuous scale that measures degree of conformity Attribute sampling is the most common statistical application used in assessing outcomes of quality tests. This is when the result of your test clearly fall into two distinct outcomes, FAIL or PASS for example. So your results either conform to the standards or they do not conform. There are no gray areas in attribute sampling. Typically attribute sampling is used to assess rate of compliance with established criteria. Results of Variable sampling do not fall into distinct categories. Let me explain with a simple example You are considered to have a fever if your temperature is above 98.6 degree Fahrenheit or 37.0 degree Celsius. Higher temperatures are classified into various degrees of fever. So you might have a mild, high or very high fever. For the exam you are not required to perform attribute or variable sampling or discuss these concepts in too much detail, knowledge of above mention definitions should be sufficient to answer questions on this topic. Another way of describing attribute or variable sampling is discrete or continuous respectively. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-40

Tolerance Vs. Control Limits Tolerances specified range of acceptable results Control limits thresholds, which can indicate whether process is out of control Tolerance can be defined as a range in between which your measurements are acceptable. So for example at 10 miles per hour an automobiles braking distance should be between 25ft to 27ft. In this example 25ft and 27ft are our tolerance limits. Any vehicles that stop within these distances can be considered to have passed the braking distance test. While 25 and 27 are our tolerance limits in the above hypothetical example, you might set your control limits as 23ft and 29ft for example. So any vehicle that brakes at these control limits are deemed to have failed the test immediately. Braking distance of 23ft and less could be considered extreemly harmful to the occupants and 29ft or more to people or property outside the vehicle. We will revisit these two terms with an example slide later in this chapter. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-41

Inov8Solutions Inc – Quality Educational Services For Professionals Mutually Exclusive Events that cannot occur in a single instance E.g. flipping a coin once can result either in a head or a tail We say that two events are said to be mutually exclusive if they cannot both occur in a single instance. Example flipping a coin once can result either in a head or a tail but never both together. Knowing when your measurements are expected to be mutually exclusive can help your team design better testing scenarios. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-42

Inov8Solutions Inc – Quality Educational Services For Professionals Probability Likelihood of something to happen. Expressed as a percentage. Kamran Note: see if you can put some graphics here, have a red and a blue ball each labeled 45% and 55% respectively. Expressed as a percentage, probability can be defined as the likelihood of an event happening. For example when given a choice between picking a red ball or blue ball, pre school children will pick a red ball 45% of the time. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-43

Inov8Solutions Inc – Quality Educational Services For Professionals Normal Distribution Most common probability density distribution chart that is in the shape of a bell curve and is used to measure variations The most common probability density distribution chart that is in the shape of a bell curve and is used to measure variations. Statistically speaking measurement results fall within the bounds of this bell curve, where most of your results are in the middle of the graph with some outliers expected on either side of the middle. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-44

Inov8Solutions Inc – Quality Educational Services For Professionals Standard Deviation Standard Deviation It is a measure of how far the values are from the mean 3 or 6 sigma Represents the level of quality that a company aims to achieve 6 Sigma is near elimination of defects from the process A measure that tells us how far the values are from the mean is called Standard Deviation. Remember from the previous slide Lastly, a company aims to achieve a certain level of quality which is represented by 3 or Sigma. Depending on the standard deviation of the measurements a company can be classified as 1, 3 or 6 sigma. 6 Sigma represents the quality level of near elimination of defects from the process. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-45

Inov8Solutions Inc – Quality Educational Services For Professionals Quality Control Tools Cause and effect Diagram Ishikawa Fishbone diagram Kamran, this diagram was taken from wikipedia, please mention source Cause and effect Diagram also know as Ishikawa or Fishbone diagram, enables a project manager to analyze the factors or causes that many have contributed to quality problems to his project. Here is an example Cause and effect diagram, taken from wikipedia, that shows effect of various factors on a project. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-46

Inov8Solutions Inc – Quality Educational Services For Professionals Fishbone Diagram Fishbone Diagram Diagram illustrates how various causes and sub causes relate to create potential problems Creative way to look at the causes of a problem Helps stimulate thinking, organizes thoughts and generates discussion Can be used to explore the factors that will results in a desired future outcome Identifies the main categories of causes Identifies causes influencing the fact by category Fishbone or cause and effect diagrams are used to visually represent how various events impact the outcome of the task at hand. It provides a creative way to look at the causes of a problem and helps stimulate thinking, organizes thoughts and generates discussion. It can be used to explore the factors that will results in a desired future outcome. The diagram can identify the main categories of causes as well as the causes influencing the fact by category. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-47

Inov8Solutions Inc – Quality Educational Services For Professionals Quality Control Tools Flowchart (used in both Plan Quality Management/Control Quality process) Histogram Pareto Chart Run Chart Scatter Diagram Control Chart Kamran note: please show basic example diagrams This slide discusses some other tools you need to know in the context of Quality Control. You only need to know definitions regarding these tools but will not be asked to apply these concepts I detail. Flowchart is a tool used to depict the process flow from the beginning to the end with interrelations highlighted. Please note that this tool is also used in both Plan quality/Perform Quality Control process. Histogram is a good tool to know which problems are worth the investment that the project manager should deal with. It represents data, in no particular order, in bar or column form. Pareto Chart also know as Pareto Diagram, is a useful tool in quality control. It is essentially a type of histogram that displays results in a specific order from most frequent to least frequent and hence enabling the project managers to focus on those root causes that result in most problems. Run Chart is a quality control tool that project managers use to analyze the history to find if it has a pattern of variation. Scatter Diagram is another quality control tool available to the project managers to study the relations between two variables. Control Chart is a tool that enable us to know whether the results are within acceptable limits. Control charts are graphic displays of results over time of a process. Please note that this tool is also used in both Plan Quality process. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-48

Inov8Solutions Inc – Quality Educational Services For Professionals Pareto Chart Type of histogram Information in priority order Focus attention on most critical issues Prioritizes potential causes of the problems Separates the critical few from the uncritical many Problems causing the greatest number of defects are to be fixed first Vilfredo Pareto developed the 80/20 principle, adapted by Joseph Juran who stated that 80% of the problems are due to 20% of the causes Let’s continue and study Pareto Chart, which is a type of Histogram, in more details. This chart shows information in its order of priority in an attempt to separate the critical few from the uncritical many. It helps focus attention on most critical issues as well as prioritizes potential causes of the problems. It enables a project manager to focus on the problems causing the greatest number of defects and to ensure fix them first. Vilfredo Pareto developed the 80/20 principle, adapted by Joseph Juran who stated that 80% of the problems are due to 20% of the causes. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-49

Inov8Solutions Inc – Quality Educational Services For Professionals Here is an example Pareto Chart, based on the information provided what would your next course of action be? In this example our top priority should be to work on completing user requirements first. As you can see by fixing this one issue we can get rid of 25% of the problems contributing to project failures. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-50

Quality Control Techniques Checklist Contains a list of items to inspect or a picture of the item to be inspected with space to note any defects found Statistical sampling Inspection of sample of a population Analysis of sample of a population has the following advantages Inspection is quicker Cost is less Be constructive When a general opinion that there are not many defects With Quality Control Tools behind us, let’s now focus on techniques that a project manager can utilize for Quality Control. A checklist is simply a list of items to inspect and to make sure no details are overlooked, ignored or forgotten. A project manager can use a checklist in almost any phase but the PMBOK mentions it in relation to Quality Control Techniques. This seemingly simple tool can be invaluable to make sure all bases are covered and nothing is forgotten or overlooked. You must have heard about post surgery checklists that operation teams use to make sure all surgical items are accounted for and not left inside the patient. Another technique is Statistical Sampling, where project manager will perform an inspection of sample of a population. This analysis has several advantages such as it is quick and constructive, less expensive, particularly when the general opinion is that there are not many defects. When fairly confident about the quality of the items being produced the plan might call to test one in every thousand or ten thousand for example. Statistical sampling can also be used in situations where the tests are destructive in nature. For example to test how much pressure a component can withstand? PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-51

Inov8Solutions Inc – Quality Educational Services For Professionals Control Charts Graphic displays of results over time Determines if process is in control Samples taken, variables measured and attributes found We had briefly talked about control charts in a previous slide while defining Quality related terms. Here is an example of what a control chart looks like. Control charts are graphical displays of measurements taken over a period of time during fixed intervals. At pre-determined fixed intervals, samples are taken and measured according to plan. Each of these recording are then plotted against time on a graph as shown. Once plotted these graphs help analyze potential problems in the process, in other words to determine if the process is in control. Watch for these key words on the exam. Control charts are usually employed in the context of manufacturing industy. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-52

Control Chart Terminology Upper and Lower Control Limits Acceptable range of variation of a process shows as two dashed lines on a control chart Mean Line in the middle of the control chart shows middle of the range of acceptable variation of the processes The red dotted lines in this example control chart determine the upper and lower control limits. As long as the measurements fall in between these control limits, your process results are acceptable. Even a single point outside these control limits is cause for concerns and warrants the offending issue found and resolved before production can continue. Remember to recognize these by dotted lines and / or labels on the exam. Mean is the middle of the two control limits, in this example represented by a green line. Note on the exam you might not see the red or green colors, this examples has color coded these to help illustrate them easily. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-53

Control Chart Terminology Continued Specification Limits Customers expectations or contractual requirements for performance and quality Can appear either inside or outside of the control limits Are not calculated based on the control limits but are inputs from the customer Last item on the control chart terminology before we work on an exam question together. Specification limits are what the customer has mandated as the allowable range for control limits. These can appear either inside or outside of the control limits. Normally these appear on the outside of the upper and lower control limits. So for example if the client sets lower and upper limits to 5 and 50, the project might set the bar higher by setting lower limit to 10 and upper limit to 45. If you notice in this example a margin of 5 is provided as a buffer to ensure process does not even approach client levels of expected outcomes. See if you can draw these lines on a control chart as we did in the previous slides. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-54

Control Chart Analysis Out of Control Process is out of state of statistical control under either of two circumstances A data point falls outside of the upper or lower control limit or Non-random data points that are still within the upper or lower control limits, such as rule of seven Rule of Seven Rule of thumb or heuristic Refers to non-random data points grouped together in a series that total seven on one side of mean Assignable Cause Data point or rule of seven that requires investigation to determine the cause of variation While analyzing control charts a process is deemed out of control if A data point falls outside of the upper or lower control limit, or Consecutive data points that are within the upper or lower control limit, but break the rule of seven Rule of seven is when a set of seven consecutive points are on the same side of the mean. Once any of these situation arises, where our process is deemed out of control, we say this is assignable cause that needs to be investigated to determine and fix the cause of variation. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-55

Inov8Solutions Inc – Quality Educational Services For Professionals Control Chart Example Identify Upper control limit Lower control limit Mean Rule of seven Based on what we have discussed, see if you can identify these points. Take some time and when ready move to next slide to see answers. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-56

Inov8Solutions Inc – Quality Educational Services For Professionals Control Chart Answers Kamran note, please animate by showing arrows and bubbles to show answers Here are the answers to the previous slide, see how many you got right? Upper control limit is the dotted line that passes through point 8 Lower control limit is the dotted line that passes through point 2 Mean is the solid line that passes through point 5 Rule of seven are the points circled in red, notice all these points are on the same side of the mean and are consecutive to each other. All subsequent points are not rules of seven as there are no seven consecutive points that satisfy the rule of seven. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-57

Inov8Solutions Inc – Quality Educational Services For Professionals Chapter Summary Project Quality Management Definitions Marginal analysis, quality vs. grade, precision vs. accuracy, gold plating 2. Project Quality Management Facts and Terms Kaizen, JIT, Cost of Quality, Total Quality Management Here is a summary of the contents of this chapter: Quality is the “degree to which a set of inherent characteristics fulfills requirements.” Some important concepts to know with regard to quality are: Marginal analysis - point at which the cost of performing quality activities equals the benefit Quality vs. grade – 2 products can meet all quality criteria, but one can be of higher and one lower grade Precision vs. accuracy – precision means values of repeated measurements are clustered; accuracy means that measured value is close to the true value Gold plating – refers to giving customer extras. Highly discouraged in project managment. 3. Some important facts and terms to know with regard to Quality management are: Kaizen – Japanese term that means “continuous improvement” JIT – technique that emphasizes ordering materials only when needed Cost of Quality – compares cost of conformance to the cost of non conformance Total Quality Management – concept that emphasizes attention to quality at every level of the organization and a continuous effort to improve quality PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-58

Inov8Solutions Inc – Quality Educational Services For Professionals Chapter Summary 3. Project Quality Management processes Plan Quality Management Cost Benefit Analysis, benchmarking, Design of Experiments, statistical sampling, flowcharting Perform Quality Assurance Quality Audits, Process Analysis Control Quality Ishikawa, Histograms, Pareto chart, run chart, scatter diagram, control charts 3. The Project Quality Management processes are: Plan Quality Management Perform Quality Assurance Control Quality 4. Some tools and techniques related to planning quality are: Cost Benefit analysis – compares cost of each quality activity to the expected benefit Benchmarking – involves comparing actual project practices to those of comparable projects Design of Experiments – technique of measuring impact of changing different variables on the quality of the product Statistical sampling – process of selecting a part of the population of interest for inspection Flowcharting – this is a graphical representation of a process that illustrates the relationships between stages or steps Brainstorming - Affinity diagrams Nominal Group technique 4. Some tools and techniques used in Perform Quality Assurance are: Quality Audits – used to determine whether the project is in compliance with company policies and procedures. Process Analysis – involves performing analysis to assess areas of improvement and efficiency 5. Tools used in Control Quality are: Ishikawa Diagrams – also known as fishbone diagrams. Analyze cause and effect. Histograms – represent data in a bar or column chart Pareto charts – type of histogram that prioritizes data according to frequency of occurrence Run Charts – displays history in order to assess trends Scatter Diagrams – displays relationship between 2 variables Control Charts – help in determining whether a process is in control or out of control PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 8-59

Inov8Solutions Inc – Quality Educational Services For Professionals End of Chapter Quiz Question 1: A fishbone diagram is also known as: Tailbone diagram Ishikawa diagram Results diagram Pareto diagram The correct answer is B. Fishbone Diagram is another name for an Ishikawa diagram. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 6-60

Inov8Solutions Inc – Quality Educational Services For Professionals End of Chapter Quiz Question 2: Who is responsible for ensuring quality on the project? Customer Project Manager Chief Executive Officer Project Sponsor The correct answer is B. The project manager is ultimately responsible for ensuring quality on the project. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 6-61

Inov8Solutions Inc – Quality Educational Services For Professionals End of Chapter Quiz Question 3: A Pareto diagram is a type of: Scatter plot Ishikawa diagram Histogram Planning tool The correct answer is C. A Pareto diagram is a type of histogram. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 6-62

Inov8Solutions Inc – Quality Educational Services For Professionals End of Chapter Quiz Question 4: The Quality Management process that is part of the Executing process group is: Plan Quality Management Ensure Quality Control Quality Perform Quality Assurance The correct answer is D. Perform Quality Assurance is part of the Executing process group. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 6-63

Inov8Solutions Inc – Quality Educational Services For Professionals End of Chapter Quiz Question 5: The customer discovered quality issues in the online application developed by the project team. In order to please the customer, the project manager suggests adding extra features to the application. This is an example of: Total Quality Management Cost of Quality Gold plating Successful project management The correct answer is C. This is an example of gold plating and should never be applied in project management. PMP, CAPM, PgMP, PMI-SP , PMI-RMP, OPM3 and PMBOK  are registered marks of Project Management Institute, Inc Inov8Solutions Inc – Quality Educational Services For Professionals www.Inov8Solutions.com 6-64