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1、PMP Preparation Training,Quality Management,Chapter 8,Quality Management,Quality PlanningQuality AssuranceQuality Control,Processes necessary to ensure that the project will satisfy customer requirements,Quality Management,8.1Quality Planning,Planning,8.3QualityControl,Controlling,8.2 QualityAssuran
2、ce,Executing,Quality Management,Addresses both the management of the project and of the product of the projectImproves project management as well as the quality of the productDelivery of both high quality and high grade of productQuality is planned in,not inspected inInvestments in product quality i
3、mprovement must often be borne by the performing organization,Philosophies,Deming Leadership,long-term company position;continuous improvement;participatory;zero defectsJapanese Similar to DemingJuran Decrease cost of qualityCrosby Decrease cost of quality;authoritarian;zero defectsTheory X Workers
4、lazy,motivated by moneyTheory Y Workers good and trustworthy,ISO 9000,ISO9000 ISO9001 Design/Develop/Produce/Install&ServiceISO9002 Produce&InstallISO9003 Inspection&Testing,Cost Prevention costs:Training,surveys,implementation of quality systemFailure costs:Rework,rejects,scrapExternal Costs:Warran
5、ty,recall,handling complaintsNote 85%of costs are responsibility of management,Project Management&Quality Management,Customer satisfaction Understanding,managing,and influencing needs so that customer expectations are met or exceededPrevention over inspection The cost of avoiding mistakes is much le
6、ss than the cost of correcting themManagement responsibility Success requires participation of all members of the team,but it is the responsibility of management to provide resources neededProcesses within phases Plan/Do/Check/Act cycle,Process Improvement,Plan for Improvement,Do on a small scale,Ch
7、eck the results,Act by correcting,ProcessImprovement,Quality Planning,Identifying the quality standards that are relevant to the project and determining how to meet them,Quality is planned in NOT inspected in,Quality Planning,InputsQuality policyScope statementProduct descriptionStandards®ulation
8、sOther process outputs,Tools&TechniquesBenefit/cost analysisBenchmarkingFlowchartsDesign of experiments,Outputs Quality management planOperational definitionsChecklistsInputs to other processes,Inputs,Quality policy“Overall intentions and direction of an organization with regard to quality as formal
9、ly expressed by top management”International Organization of StandardsThe quality policy of the organization can be adopted for use by the projectStakeholders should be fully aware of it,Quality Planning,Inputs(cont.),Scope statement Documents the major product deliverables and objectives that serve
10、 to define important stakeholder requirementsProduct description Contains details of technical issues and of other concerns that may affect quality planningStandards and regulations Specific standards or regulations that may affect the projectOther process outputs Processes in other knowledge areas
11、may produce outputs that should be considered part of quality planning,Quality Planning,Tools&Techniques,Benefit/cost analysis Cost and benefit tradeoffs of meeting quality requirementsBenchmarking Comparing actual or planned project practices to other projects,in order to generate ideas for improve
12、ment and to provide a standard against which to measure performanceDesign of experiments Analytical technique that helps identify which variables have the most influence on the overall outcome and helps determine an optimal solution from a relatively limited number of cases,Quality Planning,Tools&Te
13、chniques(cont.),Flow chartingCause-and-effect diagram Illustrates how causes and subcauses relate and create potential problems or effectsProcess flow chart Shows how various elements interrelate,Quality Planning,Cause and Effect Diagram,EffectPerformance,Quality Planning,Example,Cause and Effect Di
14、agram,EfficientMailService,Quality Planning,Process Flow Chart,Quality Planning,Yes,No,Outputs,Quality management plan Describes how the PM team will implement quality policy.Addresses quality control,quality assurance,and quality improvement for the project.Operational definitions(Metrics)Describes
15、 what something is and how it is measured by the quality control processChecklist Used to verify that a set of required steps has been performedInputs to other processes Quality planning may identify a need for further activity in another area,Quality Planning,Quality Assurance,Planned and systemati
16、c activities implemented within the quality system in order to provide confidence that the project will satisfy the relevant quality standards,Quality Assurance,WhatManagerial audit functionHowPrepare and implement an organization QA programTailor a practical program to meet requirementsWhyQuality i
17、mprovementIncrease effectiveness and efficiency,Quality Assurance,InputsQuality management planResults of quality-control measurementsOperational definitions,Tools&TechniquesQuality-planning tools and techniquesQuality audits,Outputs Quality improvement,Inputs,Quality management planResults of quali
18、ty-control measurements Records of quality-control testing and measurement,presented in a format useful for comparison and analysisOperational definitions,Quality Assurance,Tools&Techniques,Quality-planning tools and techniquesBenefit/cost analysisBenchmarkingFlowchartingDesign of experimentsQuality
19、 audits Structured review of QM activities in order to identify the lessons learned that can improve the performance of this project and of other projects within the organization,Quality Assurance,Outputs,Quality improvementTaking action to increase the effectiveness and efficiency of the project an
20、d to provide added benefits to the project stakeholdersPreparing change requests or taking corrective action in accord with procedures for overall change control,Quality Assurance,Quality Control,Monitoring results to determine if they comply with relevant quality standards and identifying ways to e
21、liminate problem causes,Project results are deliverables and management results,such as cost and schedule performance,Quality Control,InputsWork resultsQMPOperational definitionChecklists,Tools&TechniquesInspectionsControl chartsPareto diagramsStatistical samplingFlowchartingTrend analysis,OutputsQu
22、ality improvementAcceptance decisionsReworkCompleted checklistsProcess adjustments,Inputs,Work ResultsQMPOperational definitionChecklists,Quality Control,Tools&Techniques,FlowchartingInspection Measuring,examining,and testing to determine whether results conform with requirementsStatistical sampling
23、 Choosing for inspection a part of a population of interestAcceptance sampling Evaluating a portion of a lot to determine acceptance or rejection of the entire lot Pluses:Good if:inspection costs high,destructive testing required,inspection procedures tediousMinuses:Not good if lots small,Quality Co
24、ntrol,Control Charts,Rule of Seven Run of seven points toward upper or lower control limit may indicate that process is out of control Assignable causes Variations may be caused by differences in machines,workers overtime,etc.Identify the root cause.,Quality Control,Graphic displays of the results,o
25、ver time,of a process;used to assess whether the process is“in control”,Pareto Diagram,Histogram,ordered by frequency of occurrence,that shows how many results were generated by type or category of identified cause,Quality Control,Paretos Law A relatively small number of causes will typically produc
26、e a large majority of the problems or defects(80/20 rule),Pareto Diagram,Quality Control,Trend Analysis,Technical performance How many errors or defects have been identified;how many remain uncorrectedCost and schedule performance How many activities per period were completed with significant varian
27、ces,Quality Control,Using mathematical techniques to forecast future outcomes based on historical results,Statistical Quality Control,Prevention Keeping errors out of the processInspection Keeping the errors out of the hands of the customer,Attribute sampling The result conforms or it does notVariab
28、les sampling The result is rated on a continuous scale that measures the degree of conformity,Special causes Unusual eventsRandom causes Normal process variation,Tolerances The result is acceptable if it falls with the range specified by the toleranceControl limits The process is in control if the r
29、esult falls within the control limits,Quality Control,Standard deviation Square root of the variance,Using Standard Deviation,Mean()AverageVariance Sum of squared differences between mean and each value,(x-)2,divided by number of samples less one or(9-1=8),Quality Control,Upper control limit(UCL)Thr
30、ee standard deviations,Statistics,Quality Control,Example of Standard Deviation,ItemWeight(x)(x-)214.90.0277825.00.0044435.10.0011145.20.0177855.30.0544465.50.1877874.70.1344484.80.0711195.10.00111Total45.60.50000,Quality Control,Example of Standard Deviation,Mean()=45.6/9=5.066;(rounded to 5.07)Var
31、iance Sum of squared differences between mean and each value,(x-)2,divided by number of samples less one or(9-1=8);thus 0.5/8=0.0625,Quality Control,Upper control limit(UCL)=Three standard deviations;thus 3(0.25)+(or 5.07)=5.82.The lower control limit(LCL)equals 4.32 or 5.07-3(0.25).,Outputs,Quality
32、 improvementAcceptance decisions Items inspected will either be accepted or rejected.Rejected items may need reworkRework Action taken to bring a defective or non-conforming item into compliance with requirements or specificationsCompleted checklists Become part of projects recordsProcess adjustments Immediate corrective or preventive action,in accordance with change control procedures,Quality Control,Summary,Review Questions,
