This document discusses project quality management. It defines quality as meeting requirements and customer satisfaction. Quality management aims to ensure quality standards are defined and followed. It addresses quality of both the project processes and final product or service. Key aspects of quality management are quality planning, assurance, and control. Quality managers are responsible for defining and monitoring quality measures. Quality is unique to each project and judged based on meeting requirements, schedule, and budget as well as technical and business criteria.

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Module 1
What is Project Quality Management?

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Summary
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A project needs to deliver a quality product.
Challenges and constraints will continue to affect
the project activities in delivering a quality product.
This module discusses what quality actually means
in a project.

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What is Quality?
According to the American Society for Quality, definitions of
“quality” are :
 quality is based on customer’s perceptions of a product
or service’s design and how well the design matches the
original specifications.
 quality is the ability of a product/service to satisfy stated
or implied needs.
 quality is achieved by conforming to established
requirements defined by the customer.

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Fitness for Use
Is the product or service
capable of being used?
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Fitness for Purpose
Does the product or service
meet its intended purpose?
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Machine is useless if
the suction failed to
function

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Meeting customer satisfaction
Does the product or service
meet the customer’s
expectations?
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Conformance to Requirements
Does the product or service
conform to the requirements?
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8. © Copyright GAFM Academy® “Project Quality Management”
What is a Project?
Projects are short-term endeavor that falls outside of the
normal day-to-day operations an organization offers.
Example:
 Designing a new product or service
 Converting from one computer application to another
 Building a new warehouse
 Building a bridge
 Organizing a political campaign
 Designing and building a new airplane
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Characteristics of a “Project”
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 Have clear requirements
 Have an agreed Scope of Work
 Have a defined Schedule
 Have an approved Budget
 Involve Resources
 Have some degree of Risks
 Produce outcome / benefit
 Create a product or service
 Unique
 Have Assumptions and Constraints
A project is a temporary endeavor undertaken to create a unique
Product or Service. Temporary means that every project has a
definite beginning and a definite end.

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A project can be a Product or Services
• A product that can be either a component of another
item, or an end item in itself
• A service or a capability to perform a service (e.g., a
call centre that provide telemarketing services)
• An improvement in the existing product or service (e.g.,
a green project undertaken to reduce pollution)
• A result, such as an outcome or document (e.g., a
research project that develops knowledge or a new
process that will benefit society).

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A Project has Start and a Finish Date
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A Project involve Resources
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A Project need to conform to
requirements
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Quality of the
Product or
Services
Conformance to
project scope of work
or product
requirements

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A Project need to conform to project
delivery schedule
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Processes used
in the process of
delivering the
product or
services
Conformance to project
delivery guidelines defined by
the customer

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A Project need to conform to both
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Quality of the
processes used
in the process of
delivering the
product or
services
Quality of the
Product or
Services
Conformance to
project scope of work
or product
requirements
Conformance to project
delivery schedule

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A Project require Human Resources
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A Project has Constraints
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• Scope The scope of the
project constitutes the
parameters of what the
project will include and will
not include.
• Schedule The project need
to be completed within the
specified time.
• Cost The cost of
completing the project must
be within the allocated
budget.

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Constraints put pressure on Quality
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The output of the
project should conform
to the business
requirements and the
entire project need to
be delivered within the
allocated budget,
resources, within the
boundaries of the
project and within the
agreed implementation
schedule.

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A Project comprised of these …
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What is the role of the Quality Manager
In Project Management the
quality manager ensure that
the output of the project
(product/service) conformed
to the quality requirements
defined in the Quality
Management Plan.
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What is the role of the Quality Control
team?
PROJECT
SPONSOR
PROJECT MANAGER
Project Management Office
Engineer
Quality
Control Team
provide
quality
assurance
and control
services to
project
management
team
Architect
Quantity
Surveyor
Purchasing
Manager
Business
Analyst

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Executive Management
• Executive Management commonly represented by Senior
Vice President is assigned responsibility for operational
organizations. Senior Management establishes overall
expectations for effective implementation of the QA program
and is responsible for obtaining the desired end result.
• SVP is responsible for establishing and implementing a
quality assurance program that complies with the
commitments of the QMS, and for appointing a Quality
Manager.

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Functional organization
• Functional organization is responsible for performing
and controlling activities to ensure that items and
services supplied meet specified quality requirements.
Eg. Engineering department is responsible for
performing the various technical functions associated
with the specification, design, servicing, and
replacement of items.
• Each functional organization is responsible for ensuring
that its personnel are aware of organizational quality
objectives that their activities may support.

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Project Manager
The Project Manager :
• will have overall responsibility for the quality of the
project.
• must define and gain approval for the project quality
baselines defined during project planning (i.e scope of
the project and scope of the product)
• must verify the “product” produced meets the product
scope.
• must verify the project deliverables produced are within
the project scope.

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Quality Manager
• Quality Manager is responsible for documenting the quality
program.
• Quality Manager has sufficient authority and organizational
freedom from cost/schedule pressures, and has the authority to
stop work, delivery, or installation of nonconforming items and
services.
• The Quality Manager has access to executive management levels
for all quality-related issues.
• This access ensures the authority of the Quality Manager to
identify quality problems, initiate actions, make recommendations,
and verify implementation of solutions.
• Quality Manager is responsible for providing quality assurance and
support, monitoring QMS performance, and coordinating quality
assurance activities.

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Quality Definition
 Quality means that a product satisfies the demands of its
specifications
 It also means achieving a high level of customer
satisfaction with the product
 In software systems this is difficult
 customer quality requirements (e.g. efficiency or
reliability) often conflict with developer quality
requirements (e.g. maintainability or reusability)
 software specifications are often incomplete,
inconsistent, or ambiguous

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Quality Management Activities
 Quality assurance - establishing organizational quality
standards and procedures
 Quality planning - selecting and modifying applicable quality
standards and procedures for a particular project
 Quality control - ensuring quality standards and procedures
are followed by development team
Note: Quality management TEAM should be separated from
project management to ensure independence.

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What is Grade?
 Grade refers to the features and functionalities of the
product or services.
 A high grade of car is one that has lots of features and
benefits.
 Eg. BMW and Mercedes are examples of premium grade
car. Standard features: traction control system, antilock
braking system, moon roof, run flat tyres
 A lower grade car could be Hyundai of Korea, they may
not have the features across all models
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A lower grade but High Quality?
 Mercedes used to have an extremely good reputation
for quality, but that has slipped in recent years. Many
Mercedes models have had electrical problems and
brake problems. These are quality issues. So
Mercedes is a great example of a brand with high
grade cars but with some quality problems.
 The opposite has happened with Hyundai. Although a
lower grade of car, the quality of Hyundai has risen.
Their 100,000 mile warranty has helped, but the cars
are also being made well. So Hyundai is an example
of a lower grade brand with higher quality. Does this
make sense?
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Quality vs Grade

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Grade vs Quality
 Product X can be of high quality (eg. No major
defects) and low grade (i.e limited features or
functionalities)
 Product Y can be of low quality (eg. Has many
defects, poor documentation) and high grade (i.e
many features and functionalities)
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Quality vs Grade – Important points
• Low quality does not equal to low grade
• Low quality is not acceptable
• Low grade is never a problem and it is acceptable
• A product or service, regardless of its grade must
be of high Quality

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Project Quality Management
PMBOK Definition
 Project Quality Management uses policies and
procedures to implement the organization’s quality
management system and, as appropriate, it supports
continuous process improvement activities as
undertaken on behalf of the performing organization.
 Project Quality Management works to ensure that the
project requirements, including product requirements,
are met and validated.
 Implement quality management which include quality
planning, quality assurance, quality control.
 Must address both the quality management of the
project and the quality of the product or service of the
project.
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34. © Copyright GAFM Academy® “Project Quality Management”INITIATION PLANNING CLOSINGCONTROLEXECUTION
Quality
Control
The process of
monitoring and
recording results of
executing the quality
activities
to assess
performance and
recommend
necessary changes.
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.

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Quality Management - unique to a
specific project
 Quality measures and techniques are specific to the type
of deliverables being produced by the project.
 For example, the project quality management of
software deliverables may use different approaches
and measures from those used when building a nuclear
power plant.
 In either case, failure to meet the quality requirements
can have serious, negative consequences for any or all
of the project’s stakeholders.
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Quality from a Business perspective
From a business perspective, project quality is
usually judged on the following criteria:
 Was the project completed on time?
 Was the project completed within budget?
 Did the system meet my needs when it was
delivered?
 Is it stable?
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Quality from a Technical perspective
From a technical perspective, project quality is usually
judged as:
 Does the system comply with corporate standards for
such things as user interface, documentation, naming
standards etc.?
 Is the technology stable?
 Is the system well engineered so that it is robust and
maintainable?
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Project quality vs Deliverable quality
 The project quality refers to the processes being used in
the development of the product or services.
 The deliverable quality refers to the ‘fit for purpose’
aspect mentioned earlier. It covers things like how well it
meets the user’s needs, and the total cost of ownership.
 A quality project may deliver low quality deliverables.
 It is more likely however that a high quality project will
deliver high quality deliverables.
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end of module