1. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsPage 1 PMI PMP Exam Prep PMI Mile High Chapter North Area Study Group Quality Presentation Prepared by Denise Robertson 8 March 2003

2. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 2 Quality Definitions Quality: conformance to requirements and fitness of use Quality Management: The processes required to ensure that the project will satisfy the needs for which it was undertaken. Philosophy: Gold plating is bad; prevention over inspection is good

3. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 3 Quality Characteristics Grade vs. Quality Grade: meets spec requirements Quality: behaves as expected Prevention vs. Inspection Management Responsibility Processes Customer Satisfaction Keep customer informed Stick to Requirements

4. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 4 Quality Processes Quality Planning Quality standards and methods to meet them Planning Quality Assurance Improvements, audits, measurement comparisons, considering standards appropriateness Executing Quality Control Measuring/testing errors, measuring schedule performance, comparing results to standard Controlling

5. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 5 Quality Planning Tools Standards Benchmarking (past analysis) Benefit/Cost Analysis (BCI) Flowchart (future analysis) Design of Experiments (what if?) Cost of Quality (costs of conformance & non- conformance) Fishbone Diagram (also used in QC)

6. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 6 Quality Assurance Tools Evaluation against standards on regular basis Re-evaluation of standards, methods, and procedures Quality Audit: structured review of quality activities that identifies lessons learned

7. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 7 Quality Control Tools Inspection Pareto Diagram Fishbone Diagram Checklists Statistical Sampling Control Charts Flow charting (also used in Quality Planning) Trend Analysis

8. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 8 Quality Techniques Continuous Improvement (Kaizen) Just in Time (JIT) Total Quality Management (TQM)

9. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 9 Quality Researchers DemingJuranCrosbyIshikawa PDCA (Plan, Do, Check, Act) TQM Total Quality Management Quality is freeCause and Effect Fishbone Diagram (Flowchart) Poor quality: 85% Process 15% Worker Fitness for Use0 defectsDesign Statistics Don’t confuse with 80/20 Conformance to requirements

10. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 10 Optimal Quality and Responsibility Marginal Analysis Optimal quality is reached at point where incremental value from improvement = incremental cost to secure it. Responsibility for Quality Senior management is responsible for organizational quality PM has ultimate responsibility for quality of product of project Each team member is responsible for self inspection

11. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 11 Statistical Terms Average Value obtained by dividing the sum of a set of quantities by the number of quantities in the set (arithmetic mean) MeanSum of the values divided by the number of values MedianMiddle value of a set of values ordered by rank ModeFor lists, the mode is the most common (frequent) value. A list can have more than one mode. Standard DeviationStandard deviation tells how spread out numbers are from the average, calculated by taking the square root of the arithmetic average of the squares of the deviations from the mean in a frequency distribution 3 Sigma3 standard deviations 6 Sigma6 standard deviations

12. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 12 Standard Deviation Distance from Mean in a Normal Curve 1 standard deviation = 1 sigma (P – O) / 6 PERT formula for standard deviation where P is pessimistic estimate and O is optimistic estimate

13. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 13 Sigma Sigma represents level of quality company is trying to achieve. At 6 sigma, only 1 out of every 10,000 units has a problem. At 3 sigma, 27 out of every 10,000 units has a problem. Half the curve is below the mean on the left side with a negative value. Half the curve is above the mean on the right side with a positive value. -1 or +1 sigma68.26% -2 or +2 sigma95.46% -3 or +3 sigma99.73% -6 or +6 sigma99.99%

14. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 14 Statistical Sampling Quality Control Chart Graphic display of results, over time, of a process… used to determine if the process is “in control.” To create a control chart: Samples are taken Variables are measured Attributes are found and plotted on chart

15. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 15 Monitoring Project Results Variable Anything measured Attribute Binary value, either right or wrong Probability Likelihood event will occur, usually expressed as %

16. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 16 Control Chart Features Control Limits Acceptable range of variation of a process often shown as 2 dashed lines on chart Upper and Lower Control Limits are determined by organization’s sigma quality standard Specification Limits Contractual requirements for performance and quality Not calculated based on control chart Outside chart control limits if project can meet Inside chart control limits if project cannot meet

17. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 17 Out of Control Lack of consistency or predictability in process. When data point falls outside upper or lower control limit When non-random data points are still within upper and lower control limits, such as Rule of Seven

18. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 18 Rule of Seven Heuristic referring to non-random data points grouped together in a series that total 7 on one side of mean. Assignable Cause is a data point or Rule of Seven that requires investigation to determine cause of variation.

19. Denise Robertson Information quoted or derived from PMI, Mulcahy, and Looking Glass Development's PMP exam prep materialsInformation quoted or derived from PMI, Mulcahy, and Looking Glass Development’s PMP exam prep materialsPage 19 Cost of Quality Cost of ConformanceCost of Nonconformance Prevention and Appraisal Costs Failure Costs Planning Training Auditing Controlling Internal (pre customer) Scrap Rework Expediting External (post customer) Warranty Service Recalls