CAPM Week 3 Chapter 8

1. Quality Management
Chapter 8
“… works to ensure the project requirements, including product requirements are met & validated.”
• “Project is completed with no deviations from the project requirements.”
• Customer satisfaction – project meets the defined customer needs
• Continuous improvement: Plan-Do-Check-Act (PDCA) is the basis for quality improvement
• Prevention over inspection
• Management responsibility
Process Process Group Key Deliverables
8.1 Plan Quality Management Planning Quality Management Plan
8.2 Perform Quality Assurance Executing Change Requests
8.3 Control Quality Monitoring & Control Validated Changes

2. Quality Management
Chapter 8
Plan Quality Management
Process 1 Key Points
 “… identifying quality requirements and/or standards for the project & its deliverables & documenting how the
project will demonstrate compliance with quality requirements and/or standards.”
 Conformance to requirements: Customer Satisfaction & Fitness for use
 Quality vs Grade: It does what you NEED it to do vs people VALUE the product
 Baseline key inputs: Scope/WBS, deliverables, Acceptance Criteria, Cost/approving funding, budget per period,
Schedule/milestone dates

3. Quality Management
Chapter 8
Plan Quality Management
Process 1
Key Points
7 Basic Quality Tools:
 Fishbone aka Ishikawa (Cause & Effect Diagram): see all defect causes by categories or see all
requirements & the factors that may cause defects
 Pareto Diagram: sorts frequency of defects in descending order – 80/20 Rule
 Histogram: vertical bar chart of potential problems
 Control Cart: if a process is stable or has predictable performance with upper/lower limits, Heuristic 7
 Scatter Diagram (Correlation charts): compares 2 types of data
 Flowcharts (Process Map): visualize how tasks/phases are interrelated/depend on each other SIPOC
model (supplier, input, process, output, customer)
 Checksheet (Tally Sheet): gathers data of product being tested

4. Quality Management
Chapter 8
Plan Quality Management
Process 1

5. Quality Management
Chapter 8
Perform Quality Assurance
Process 2
Key Points
 “…. The process of auditing the quality requirements & the results from quality control measurements to ensure
appropriate quality standards are used.”
 Seeks confidence that a future output or unfinished output will be completed in a manner to meet requirements
 Unfinished Output = Work in progress

6. Quality Management
Chapter 8
Perform Quality Assurance
Process 2

7. Quality Management
Chapter 8
Control Quality
Process 3
Key Points
 “… identifying causes of poor process or product quality & recommending and/or taking action to eliminate them.”
 “Validating that project deliverables meet the stakeholder’s requirements necessary for final acceptance.”
 Defects: Prevention (monitor quality) is ALWAYS better than Inspection (checking deliverables for defects)
 Cost-Benefit Analysis: Decreased Rework vs. Increased Production, Efficiency & Satisfaction

8. Quality Management
Chapter 8