1. 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 Chapter 8 Project Quality Management

2. In this chapter we will cover Project Quality Management Definition Project Quality Management Facts & Terms Project Quality Management Processes Plan Quality Perform Quality Assurance 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 8-2

3. Project Quality Management Definition Project Quality Management Processes Activities That determine Quality policies Objectives Responsibilities So the project will Satisfy the needs for which it was undertaken 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

4. Quick Quiz Quality can be defined as A.Making sure the customer gets more than what they ask for B.The degree to which the project meets requirements C.Keeping the company culture in mind D.To complete the project on 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 6-4

5. Quick Quiz Quality is ultimately the responsibility of A.The Executive Sponsors B.The Quality Manager C.The Project Manager D.The team members 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

6. 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 8-6 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

7. 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 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

8. 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 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 Which is the right Path ?Obviously Path B

9. Quality Management Facts and Terms 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

10. 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 Errors & Rework Overworking project team Employee Attrition Errors Rework Rushing quality inspections Errors

11. 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 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.

12. 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 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

13. 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

14. 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 Gold Plating Giving the customer extras Functionality Quality Scope Performance

15. 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 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.

16. 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 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

17. 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 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

18. 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.

19. Quality Management End of Facts and Terms 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

20. 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 Project Quality Management includes below processes: Plan Quality 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 Perform Quality Control 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.

21. 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 Plan Quality Plan Quality 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.

22. 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 Plan Quality 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

23. 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 7-23 Plan 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

24. 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 Tools And Techniques Cost Benefit Analysis Cost of Quality (COQ) Control Charts Kamran note: please copy graphic sighting source as wikipedia

25. Tools and Techniques Continued Benchmarking Design of Experiments (DOE) Statistical Sampling Flowcharting Quality Management Methodologies 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

26. 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 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 8-26

27. 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 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

28. 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 7-28 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

29. Perform Quality Assurance Tools and Techniques Quality Audits Process Analysis Plan Quality tools and techniques Perform Quality Control tools and techniques 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

30. Perform Quality Assurance Tools and Techniques Plan Quality tools and techniques In Plan Quality 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 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

31. Perform Quality Assurance Tools and Techniques Perform Quality Control tools and techniques In Perform Quality Control 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 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 8-31

32. 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 Control Definition Purpose of Perform Quality Control Process Monitoring results of executing the quality activities Recording results of executing the quality activities Purpose Assess performance Recommend changes

33. 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 Control 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

34. 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 7-34 Perform Quality Control 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

35. Quality Control Terms 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

36. 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 Prevention Vs. Inspection Prevention Keeping errors out of the process Inspection Keeping errors out of the hands of the customer

37. 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 8-37 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

38. 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 Tolerance Vs. Control Limits Tolerances specified range of acceptable results Control limits thresholds, which can indicate whether process is out of control

39. 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 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

40. 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 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.

41. 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 Normal Distribution Most common probability density distribution chart that is in the shape of a bell curve and is used to measure variations

42. 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 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

43. 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 Quality Control Tools Cause and effect Diagram Ishikawa Fishbone diagram Kamran, this diagram was taken from wikipedia, please mention source

44. 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 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

45. 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 Quality Control Tools Flowchart (used in both Plan quality/Perform Quality Control process) Histogram Pareto Chart Run Chart Scatter Diagram Control Chart Kamran note: please show basic example diagrams

46. 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 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

47. 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

48. 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 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

49. 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 Control Charts Graphic displays of results over time Determines if process is in control Samples taken, variables measured and attributes found

50. 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 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

51. 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 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

52. 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 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

53. Control Chart Example 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 Identify Upper control limit Lower control limit Mean Rule of seven

54. Control Chart 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 8-54 Kamran note, please animate by showing arrows and bubbles to show answers

55. Recap Project Quality Management Definitions Project Quality Management Facts and Terms Project Quality Management processes Plan Quality Perform Quality Assurance 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 8-55