Chapter 8 Project Quality Management

Chapter 8 Project Quality Management (PMBOK Guide) Mohammad A. Rajabi Dept. of Geomatics Eng., University it of Th Tehran Tel: +98 21 8833 4341, Cell: +98 912 132 5823 Email: marajabi@ut.ac.irac ir Homepage: http://www.marajabi.com

Table of Content Guide to PMBOK Mohammad A. Rajabi 2

Introduction The processes and dactivities t of the eperforming organization that determine quality policies, objectives and responsibilities to satisfy the project needs. Includes: Plan quality Perform quality assurance: auditing the quality requirements and the results from quality control measurements Perform quality control: the process of monitoring andrecording results Guide to PMBOK Mohammad A. Rajabi 3

Introduction Terminology: Quality: the degree to which a set of inherent characteristics fulfill requirements Grade: category assigned to the products. Same function, but different technical specifications Low quality, high grade or high quality, low grade Precision and accuracy The quality management approach here compatible with ISO Guide to PMBOK Mohammad A. Rajabi 4

Introduction Quality management complements project management. Both agrees in: Customer satisfaction: understanding, evaluating, defining and managing expectations of customers Prevention or inspection?: the quality is planned, designed, and built in, not inspected in! Cost of preventing over correcting? Continuous improvement: plan do check act cycle the basis for quality management. Organizational Project Management Maturity Model l(opm3) and Capability Maturity Model Integrated (CMMI) examples of process improvement models management responsibility Cost of Quality (COQ): total cost of efforts related to quality. Operational costs: product return, warranty claims, recall campaigns. Valuable investment! Guide to PMBOK Mohammad A. Rajabi 5

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8.1 Plan Quality The process of identifying quality requirements and standards, and documenting how to demonstrate the compliance Quality planning in parallel withotherproject planning Guide to PMBOK Mohammad A. Rajabi 7

Inputs, Tools & Techniques, Outputs Guide to PMBOK Mohammad A. Rajabi 8

Data Flow Guide to PMBOK Mohammad A. Rajabi 9

Inputs Scope baseline Scope statement: project description, deliverables, acceptance criteria WBS:deliverables, work packages, control accounts WBS dictionary: technical information for WBS Stakeholder register Cost performance baseline Schedule baseline Risk register Enterprise environmental factors Governmental agency regulations Rules, standards, and guidelines specific to the application area Working/operating conditions of the project/product Organizational process assets Organizational quality policies, procedures, and guidelines Historical databases Lessons learned Quality policy, set by senior management Guide to PMBOK Mohammad A. Rajabi 10

Tools and Techniques Cost Benefit e tanalysis ayss Less re work, higher productivity, lower costs, increased stakeholder satisfaction Cost of Quality (COQ) Cost of conformance Prevention costs Appraisal costs Cost of Non conformance Internal failure External failure Guide to PMBOK Mohammad A. Rajabi 11

Cost of Quality Guide to PMBOK Mohammad A. Rajabi 12

Tools and Techniques Control charts Are used to check if a process is stable and has predictable performance Upper and lower specification limits based on contract Penalty might be associated with exceeding limits Three sigma for repetitive processes Can be used with ihvarious types of outputs such as cost and schedule variances, volume and frequency of scope changes Guide to PMBOK Mohammad A. Rajabi 13

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Control Chart of Consecutive Measurements with Fixed Limits Guide to PMBOK Mohammad A. Rajabi 15

Tools and Techniques Benchmarking Comparing actual or planned project practices to best practices within or outside of organization, within same application area or another one Design of experiments (DOE) Statistical method for identifying influencing factors Should be used during the Plan Quality Process to determine the number and type of tests and their impacts on COQ Plays role in optimization of products and processes Can be used to reduce the sensitivity of products to variables Guide to PMBOK Mohammad A. Rajabi 16

Tools and Techniques Statistical sampling Involves choosing part of a population of interest for inspection Sample frequency and sizes should be determined during the plan quality process Flowcharting Showing the relationships among process steps Shows activities, decision points, and the order of processing Guide to PMBOK Mohammad A. Rajabi 17

Process Flowchart Guide to PMBOK Mohammad A. Rajabi 18

Tools and Techniques Quality management methodologies Six Sigma, Lean Six Sigma,,Quality Function Deployment, CMMI,... Additional quality planning tools Brainstorming Affinity diagrams (identifying logical groupings based on natural relationships) Force field analysis (diagrams of the forces for and against change) Nominal group techniques (brainstorming in small groups andreviewed by a larger group) Matrix diagrams (include 2,3, or 4 groups of information and show relationships between factors, causes, and objectives) Prioritization matrices (ranking diverse set of problems) Guide to PMBOK Mohammad A. Rajabi 19

Affinity Diagram Guide to PMBOK Mohammad A. Rajabi 20

Force Field Analysis Guide to PMBOK Mohammad A. Rajabi 21

Matrix Diagrams Correlation Mti Matrix Example = Strong relationship = Medium relationship = Weak relationship Actions Improve Improve Work Manufacturing Goals Environment Technology Cost Effectiveness Develop New Products High Quality Shareholder Value

Outputs Quality management plan Includes quality control, quality assurance, and continuous process improvement approaches for the project May be formal/informal, highly detailed or broadly framed Quality metrics What should be measured, how, its value and allowed variation Examples: on time performance, budget control, defect frequency, failure rate, availability, reliability, and test coverage Quality checklists Guide to PMBOK Mohammad A. Rajabi 23

Outputs Process improvement plan A subsidiary of the project management plan It details the steps for analysing processes to identify activities which enhance their value Area to consider include: Process boundaries: purpose, start, end, inputs, outputs, data, owner and the stakeholders of processes Process configuration: graphic description of processes, with interfaces identified ifi d and used to facilitate analysis Process metrics Targets for improved performance: guides the process improvement activities Project document updates Stakeholder register Responsibility assignment matrix Guide to PMBOK Mohammad A. Rajabi 24

8.2 Perform Quality Assurance Process of auditing the quality requirements and the results from quality control measurements to ensure quality standards are used Quality assurance is an iterative means for improving the quality of processes Guide to PMBOK Mohammad A. Rajabi 25

Inputs Project management Plan which includes Quality management plan Process improvement plan Quality metrics Work performance information including Technical performance measures Project deliverables status Schedule progress, and Cost incurred Quality control measurements The results of quality control activities Guide to PMBOK Mohammad A. Rajabi 28

Tools and Techniques Plan quality and perform quality control tools and techniques Quality audits Are structured and independently reviewed to check the project activities comply with organizational policies and procedures Identifying all of the good/best practices being implemented Identifying all the gaps/shortcomings Sharing the good practices introduced or implemented in similar projects Proactively offering assistance in positive manner to improve implementation of process to help the team raise productivity Highlighting contributions of each audit in the lesson learned Process analysis Identifying needed improvements Examining experienced problems, constrains, and non value added activities Includes root cause analysis (problem, cause, preventive actions) Guide to PMBOK Mohammad A. Rajabi 29

Outputs Organizational process assets updates Quality standards Change requests To increase the effectiveness and/or efficiency of the policies, procedures Through Integrated Change Control process Corrective, preventative, or defect repair Project management plan updates Quality management plan Schedule management plan Cost management plan Project document updates Quality audits reports Training plans Process documentation Guide to PMBOK Mohammad A. Rajabi 30

8.3 Perform Quality Control The process of monitoring and recording results of executing the quality activities to assess performance and recommend necessarychangeschanges Quality standards include project processes and product goals Project results include dl deliverables, and PM results such as cost and schedule performance Identifies cause of poor process, or product quality and recommend and or take actions Terminology Prevention (keeping error out of process) and inspection (keeping error out of customer s hand) Attribute sampling (conforms or not conforms), variables sampling (degree of conformity) Tolerance, specified range of acceptable results) control limits (threshold indicating if the process is out of control) Guide to PMBOK Mohammad A. Rajabi 31

Inputs Project management plan Quality metrics Quality checklists Work performance measurements Planned vs. Actual technical performance Planned vs. Actual schedule performance, and Planned vs. Actual cost performance Approved change requests Defect repairs, revised work methods,and revised schedule Should have been decided on when to apply Deliverables Organizational process assets Quality standards and policies Standard work guidelines, and Issue and defect reporting procedures and communication policies Guide to PMBOK Mohammad A. Rajabi 34

Tools and Techniques Ishikawa s s seven basic tools of quality: 1. Cause and effect (Ishikawa or fishbone) diagrams Guide to PMBOK Mohammad A. Rajabi 35

Classic Sources of Problems to Consider Guide to PMBOK Mohammad A. Rajabi 36

Environment Bone Expanded by Brainstorming Guide to PMBOK Mohammad A. Rajabi 37

Tools and Techniques 2. Control charts How a process behaves over time When is it out of control Is the process variance acceptable ±3σ 3. Flowcharting To determine a failing process step(s) and potential process improvement opportunities 4. Histogram Shows the most common cause of problems in a process Guide to PMBOK Mohammad A. Rajabi 38

Histogram Guide to PMBOK Mohammad A. Rajabi 39

Tools and Techniques 5. Pareto chart/diagram Specific type of histogram ordered by frequency of occurrence Rank ordered 80/20 principle Guide to PMBOK Mohammad A. Rajabi 40

Pareto Diagram Guide to PMBOK Mohammad A. Rajabi 41

Tools and Techniques 6. Run chart Shows history and pattern of variation A line graph showing data in order they occur Shows trends in process over time, variation over time, declines or improvements in a process over time Trend analysis is used to monitor: Technical performance Cost and schedule performance 7. Scatter diagram Showing relationship between two variables Studying the correlation Guide to PMBOK Mohammad A. Rajabi 42

Scatter Diagram Guide to PMBOK Mohammad A. Rajabi 43

Tools and Techniques Statistical sampling Inspection At any stage Reviews, peer reviews, audits, or walkthroughs Approved change requests review Guide to PMBOK Mohammad A. Rajabi 44

Outputs Quality control measurements Validated changes Validated deliverables Organizational process assets updates dt Completed checklists Lesson learned documentation Change requests Project management plan updates Quality management plan Process improvement plan Project document updates Guide to PMBOK Mohammad A. Rajabi 45