Introduction to Project Management

Introduction to Project Management Quality Management

Quality Management Learning Objectives Develop a quality management plan. Perform quality assurance. Apply quality tools. 2

What is Quality? Institute of Medicine defines six characteristics of high-quality care: 1. Care must be safe 2. Care must be effective and reliable 3. Care must be patient-centered 4. Care must be timely 5. Care must be efficient 6. Care must be equitable 3

Quality Control vs. Quality Assurance Quality Assurance applies to a process. It is a set of activities designed to ensure that the development and/or maintenance process is adequate to ensure a system will meet its objectives. Quality Control applies to a product. It is a set of activities designed to evaluate a developed a work product. 4

Total Quality Management Theory TQM Model Customer Focus Planning Process Process Management Process Improvement Total Participation 5

Dr. W. Edwards Deming System of Profound Knowledge: Appreciation of a system Knowledge of variation Theory of knowledge Knowledge of psychology (Deming, 2000) 6

Deming s 14 Points 1. Create constancy of purpose towards improvement 2. Adopt the new philosophy 3. Cease dependence on inspection 4. Move towards a single supplier for any one item 5. Improve constantly and forever. 6. Institute training on the job 7. Institute leadership 8. Drive out fear 9. Break down barriers between departments 10. Eliminate slogans 11. Eliminate management by objectives 12. Remove barriers to pride of workmanship 13. Institute education and self-improvement 14. The transformation is everyone's job (Deming, 2000). 7

Deming Cycle 8

Joseph Juran Widely credited for adding the human dimension to quality management Human relations problems are the ones to isolate. Cultural resistance, is the root cause of quality issues. (Juran, 1992) 9

10 Steps to Quality Improvement 1. Build awareness of opportunity to improve 2. Set-goals for improvement 3. Organize to reach goals 4. Provide training 5. Carryout projects to solve problems 6. Report progress 7. Give recognition 8. Communicate results 9. Keep score 10. Maintain momentum by making annual improvement part of the regular systems and processes of the company (Juran, 1992). 10

Pareto Principle 11

The Juran Trilogy 1. Quality Planning 2. Quality Control 3. Quality Improvement (Juran, 1992) 12

Six Sigma The DMAIC project methodology has five phases: 1. Define the problem, the voice of the customer, and the project goals, specifically. 2. Measure key aspects of the current process and collect relevant data. 3. Analyze the data to investigate and verify cause-andeffect relationships. 4. Improve or optimize the current process based upon data analysis using techniques 5. Control the future state process (Wikipedia,Six Sigma.) 13

QM vs. TQM TQM is proactive and takes place largely prior to production: Customer focus Obsession with quality Scientific approach to decision making and problem solving Long-term commitment Teamwork Employee involvement Continual process improvement Bottom up education and training Freedom through control Unity of purpose Traditional views of quality After the fact inspection 14

Creating a Quality Culture Culture of Quality Governance Strategic Planning Enterprise Innovation Collaboration and Training Performance Management 15

Components of Org Culture Business environment Change-oriented culture vs. don t-rock-the-boat culture Organizational values What the organization thinks is important The heart and soul of organizational culture Cultural role model Employees who personify the organizations values Organizational rites, rituals, and customs The unwritten rules about how things are done Enforced by peer pressure Cultural transmitters Vehicles through which culture is passed down through successive generations of employees 16

Total Quality and ISO 9000 17

Eight Principles (Directly From 1. Customer Focus 2. Leadership TQM) 3. Involvement of People 4. Process Approach 5. System Approach 6. Continual Improvement 7. Factual Approach 8. Mutually Beneficial Supplier Relationships (ISO 9001:2008) 18

Process for Registration 1. Develop Quality Manual 2. Document Procedures 3. Evidence of Management Commitment 4. Insurance that customer requirements are met 5. Accredited Registrar Audit 6. Internal Audits 7. Periodic registrar Audits (ISO 9001:2008) 19

Quality Management Summary Total Quality Management and the theorists behind TQM Quality culture and approaches for creating a quality culture TQM and ISO 9000 family of certifications 20

Quality Management References References Bennett-Staub A. Helping Residents Cope with a Patient Suicide. (2011). American Psychiatric Association. Available from: http://www.psych.org/departments/edu/residentmit/orgsandterms.aspx Deming W. (2000) The new economics: for industry, government, education. 2 nd ed. Boston: MIT Press. Deming W. Out of the Crisis. (2000) 2 nd ed. Boston: MIT Press. DoIT. Project Management Advisor. Develop Quality Management Plan. 2006. Available from: http://www.pma.doit.wisc.edu/plan/3-2/what.html Fezeu L. Project Quality Management. Central Michigan University: Software Project Management. Available from: http://landconnector.com/school/cps_quality.html Hoyle D. ISO 9000 Quality Systems Handbook. (2009) 6 th ed. Elsevier Ltd. ISO 9001:2008; Quality management systems Requirements; ISO Press Juran J. (1992). Juran on Quality by Design. New York: Simon & Schuster. Magrab E, Gupta S, McCluskey F, & Sandborn P. (2010) Process Design and Development: The Product Realization Process. Boca Raton, FL.: CRC Press; Project Management Institute, A guide to the project management body of knowledge. 4 th ed. Newtown Square, PA: PMI; 2008 Schwalbe K. (2009). Information technology project management (with Microsoft Project 2007 CD-ROM). 6th ed.. Scribd. Line Balancing What is it? Available from: http://www.scribd.com/doc/39457836/linebal Scribd. Seven Tools of Quality Control. Available from: http://www.scribd.com/doc/24650872/seven-tools-of- Quality-Control Six Sigma. Wikipedia. Available from: http://en.wikipedia.org/wiki/six_sigma Total Quality and ISO 9000 Series. Wikimedia by Alkazzi. Available from: http://en.wikipedia.org/wiki/file:evolution_of_iso_9000_series.png Wikipedia. PDCA. Available from: http://en.wikipedia.org/wiki/pdca Wikipedia. Six Sigma. Available from: http://en.wikipedia.org/wiki/six_sigma 21

Quality Management References Charts, Tables, Figures Chart 10.1 Pareto Principle. Creative Commons: MetaComet. Wikimedia.com. Available from: http://en.wikipedia.org/wiki/file:pareto.png Images Slide 8: The Deming Cycle. Creative Commons, Wikimedia. Available from: http://en.wikipedia.org/wiki/demming_cycle#cite_note-0 Slide 17: Total Quality and ISO 9000 Series. Wikimedia by Alkazzi. Available from: http://en.wikipedia.org/wiki/file:evolution_of_iso_9000_series.png 22