Project quality management paper

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Week 1: Introduction to Project

Quality Management

Kamyar Shahrooz, MBA, PMP®

Welcome to PJM6135!

PJM6135: Project Quality Management

– Designed to give you a deeper understanding of project quality management

– Aligned with the PMBOK ® Guide fifth edition

– Introduction to the processes, tools and techniques of project quality management

– Pre-requisites

• PJM6000: Project Management Practices - Required

• PJM6025: Project Scheduling and Cost Planning (highly recommended)

• Review contract and complete the academic honesty assignment

• Activate your free Blackboard IM account

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Welcome to PJM6135!

• Instructor – Kamyar Shahrooz

– 20+ years experience as a practicing project manager

– 10+ years as a PMP®

– BS in Electrical and Computer Engineering

– Masters in MBA

• Project and business portfolio management

• Process improvement projects

• PMO development

• Strategy alignment

• Student Introductions – Please introduce yourself on Blackboard > Discussion Board > Introduce

Yourself!

*PMP is a registered mark of the Project Management Institute, Inc.

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Learning Objectives • Define quality management • Demonstrate an understanding of the history of

quality management • Define project quality management • Explain the importance of project quality

management • Define Quality • Differentiate between quality and grade • Compare and contrast various definitions of quality • Explain the role of data collection and analysis in

quality management 4

What is Quality?

• “The degree to which a set of inherent characteristics fulfil requirements” (ISO 9000)

• Requirements are defined by customers/stakeholders or market demand

• A quality project plan starts with collection of requirements

• A quality product/service reflects the voice of the customer in the design and manufacturing process

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What is Quality Management • “The total amount of activities of the general

management function which determine the policy in the field of quality, in order to implement the objectives and responsibilities in the quality system by specific means, such as: quality planning, quality control, quality assurance and quality improvement” (ISO 9000)

• A management methodology aims at achieving organizational objectives through continuous improvement, customer satisfaction, and innovation

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What is Project Quality Management?

• “The processes and activities of the performing organization that determine quality policies, objectives, and responsibilities so that the project will satisfy the needs for which it was undertaken”

• Project Quality Management works to ensure that the project requirements, including product requirements, are met and validated

7 PMBOK ® Guide, 2015

Why Quality Management? • Encourages a system approach to value creation

• Ensures that customer requirements are translated into design requirements at each step in management of projects and product development

• Fosters employee involvement in project and organizational processes

• Enables continuous improvement of project and organizational processes

• Enhance innovation to compete in the future 8

How do we manage project quality?

• Plan Quality Management: The process of identifying quality requirements and/or standards for the project and its deliverables and documenting how the project will demonstrate compliance with quality requirements

• Perform Quality Assurance: The process of auditing the quality requirements and the results from quality control measurements to ensure that appropriate quality standards and operational definitions are used.

9 PMBOK ® Guide, 2013

How do we manage project quality? (Cont.)

• Control Quality: The process of monitoring and recording results of executing the quality activities to assess performance and recommend necessary changes

10 PMBOK ® Guide, 2013

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Craftsmanship

> Pride

> Ownership

Industrial Revolution (1900s)

> Repeatability

> High speed

> Scientific management of FW Taylor

> Walter A. Shewhart introduce SPC in manufacturing (1920s)

Post World War II > Total Quality

Management (TQM)

> W. Edward Deming

> Joseph M. Juran

> Philip Crosby and > Kauru Ishikawa

Quality and Deming • Quality can only be defined

in terms of the agent, that is, the customer

• Poor quality results from poor management of the system for continual improvement

• Deming’s 14 Points for Management

• Plan-Do-Check-Act (PDCA) or the Deming’s wheel

12Photo credit: www. mn.gov

Quality and Juran

• Defined quality as “Fitness for use”

• Proposed a quality trilogy :

– Quality planning

– Quality control

– Quality improvement

• Introduced the concept of “cost of quality”

• Pareto’s Law or the 80/20 rule

13Photo credit: www.uspto.gov

Quality and Crosby

• “Conformance to requirement”

• Popularized the “zero Defects” approach

• Emphasized the behaviour and motivational aspects of quality improvement

• Proposed also 14 points of quality improvement

14 Photo credit: www.apqo.org

Quality and Ishikawa • An enterprise-wide activity

with the aim of delivering products and services that provide stakeholder satisfaction

• Developed the concept of quality circles

• Provided the basic seven tools of quality (B7) for continuous improvement

15 Photo credit: www.apqo.org

Dimensions of Product Quality

• Performance

• Features

• Reliability

• conformance

• Durability

• Serviceability

• Aesthetics

• Perceived Quality

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Dimension of Service Quality • Tangibles

• Service Reliability

• Responsiveness

• Assurance

• Empathy

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Quality vs. Grade • Grade is a design intent

• A category assigned to deliverables having the same functional use but different technical characteristics

• A high quality product may be of low grade

• A high grade product but of low quality is a failed product

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Quality and the project triangle

Quality

Data Collection and Quality

• “Collecting high quality data is essential to the success of any project, process improvement or new product development” (American Society for Quality)

• Collecting high quality data requires an understanding of data and of the process being studied

• A structured, transparent, and participative approach is required to succeed

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What are data? • A collection of observations related to a particular

• Question

• Person or group of people

• Population

• Problem

• Process

• Experiment

• Event or

• Place 21

Various types of data? • Two types of data

• Categorical

• AKA qualitative data or nominal data

• Examples: defective or nondefective; red, yellow, or blue; pass or fail

• Numeric or quantitative data

• Count

• Examples: Number of students in the class, number of team members with PMP certification

• Continuous (aka interval/ratio data)

• Size, weight, and time 22

Data in quality management

• In quality management data are divided into one of two types:

• Variables data

• Continuous data

• Attributes data

• Categorical data

• Count data

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Why do we need data in QM? • Analyse process stability

• Understand patterns and variability

• Identify common and special causes of problems

• Initiate process improvement projects

• Provide customer satisfaction

• Run effective and efficient projects and businesses

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How do we collect data? • Random sampling

• Randomized experiment

• Sampling from stable processes

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Minitab User Interface

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Data Types in Minitab

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Questions for your research

• What is the history of the Plan-Do-Check-Act (PDCA) concept?

• How does PDCA compare with Ishikawa’s quality circles?

• You may want to show similarities and differences

• Advantages and disadvantages

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Summary

• Defined quality

• Defined quality management

• Reviewed the most well-known quality management gurus and their contributions to the field of quality management

• Took a look at Garvin’s eight dimensions of quality and PZ& B’s five dimensions of service quality

• Explained the importance data and data collection in quality management

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References 1. Foster, S.T. (2013). Managing quality: Integrating the supply chain (5th

Ed.). Upper Saddle River, NJ: Prentice Hall. ISBN: 9780132737982.

2. Kerzner, H. (2013). Project management: A systems approach to planning, scheduling, and controlling (11th ed.). Hoboken, NJ: John Wiley & Sons, Inc. ISBN: 9781118022276

3. Larson, E. & Gray, C. (2013). Project Management: The Managerial Process with MS Project , 6th edition, New York, NY: McGraw-Hill/Irwin ISBN: 9781259186400

4. Minitab 17 Statistical Software (2010). [Computer software]. State College, PA: Minitab, Inc. (www.minitab.com)

5. Project Management Institute (PMI) (2013). A Guide to the Project Management Body of Knowledge 5th Ed.). ISBN: 9781935589679)

6. Rose, K. H. (2014). Project Quality Management: Why, What and How, (2nd Ed.), Plantation, FL: J. Ross Publishing. ISBN: 9781604271027

7. Photo credits: www.flickr.com and www.commons.wikimedia.org

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