1. Slide 1 A C S P U B L I C A T I O N S H I G H Q U A L I T Y. H I G H I M P A C T. A C S P U B L I C A T I O N S H I G H Q U A L I T Y. H I G H I M P A C T. A C S P U B L I C A T I O N S H I G H Q U A L I T Y. H I G H I M P A C T. A C S P U B L I C A T I O N S H I G H Q U A L I T Y. H I G H I M P A C T. Putting QUALITY Back in Quality Control Barbara F. Polansky American Chemical Society PMI WDC Knowledge Exchange Forum October 26, 2004 Herndon VA

2. Overview Project Quality Management Quality Process Customers Documentation Lessons Learned

3. Project Quality Management Quality Planning Quality Assurance Quality Control [Chapter 8 in PMBOK]

4. Project Quality Management PMP Exam Project Control -23% knowledge tested 1. Measure Performance 2. Refine Control Limits 3. Take Corrective Action 4. Evaluate Effectiveness of Corrective Action 5. Ensure Plan Compliance 6. Reassess Control Plans 7. Respond to Risk Event Triggers

5. Customers - Data Requests Staff, officers, candidates Requirements gathering Forms Face-to-face Project team, developers, programmer, QC Manager Phone, email

6. Customers Misunderstandings Terminology I’ll know it when I see it When in doubt, ask the customer Ask again Keep asking (rephrase)

7. Quality Process Data Request Forms Check README against criteria Check SQL against criteria Check random IDs in database Check counts against database Call customers; call again and again; confirm requirements

8. When things go wrong Find out what happened Keep everyone informed Revise forms, process, etc. if warranted For all concerned, summarize issue and actions taken and apologize if error is yours or your dept. & share in costs.

9. Quality Improvement Involve QC staff Involve Management Involve Customers - survey Review/update process Review/update documentation Review/update forms

10. A C S P U B L I C A T I O N S H I G H Q U A L I T Y. H I G H I M P A C T. Questions ? Contact: Barbara Polansky bpolansky@acs.org