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1. BB`

2. PROJECT QUALITY
MANAGEMENT
LECTURE 7

3. 2-3
MODULE 2
QUALITY MANAGEMENT
QUALITY PLANNING
QUALITY ASSURANCE (MANAGE QUALITY)
QUALITY CONTROL AND IMPROVEMENT

4. 2-4
OBJECTIVE
• ENABLE YOU TO MANAGE PROJECT QUALITY
• PROVIDE A PRACTICAL MODEL FOR MANAGING QUALITY IN A PROJECT
CONTEXT
• PRACTICE PERFORMING THE STEPS IN THE MODEL TO GAIN
UNDERSTANDING AND CONFIDENCE IN THEIR USE

5. PMI PMBOK® GUIDE
• QUALITY PLANNING
• QUALITY ASSURANCE
(MANAGE QUALITY)
• QUALITY CONTROL
2-5
TWO APPROACHES
JURAN TRILOGY
• QUALITY PLANNING
• QUALITY CONTROL
• QUALITY IMPROVEMENT
SOURCE: JURAN’S QUALITY HANDBOOK, 6TH
EDITION

6. 2-6
QUALITY JOURNEY
Customers
Requirements
Specifications
QA Plan
QAActivities
Quality Control
Plan
Do
Check
Act

7. 2-7
OUR APPROACH
• QUALITY PLANNING
• QUALITY ASSURANCE
• QUALITY CONTROL
• QUALITY IMPROVEMENT

8. Quality Assurance
A Troublesome Term
• Juran: Quality assurance is similar to quality control, but performed by other people
• PMBOK® guide: The process of auditing the quality requirements and the results from
quality control measures to ensure that appropriate quality standards and operational
definitions are used
• “Assurance” is more friendly than “Control”
2-8

9. 2-9
Quality Assurance Versus Quality Control
• Quality Assurance addresses the methods— the activities or
actions to be taken (Audit of the process)
• Quality Control addresses outcomes— monitoring performance
and doing something about the results
• Quality control applies the actions defined by quality assurance

10. Quality Assurance Defined
• ISO 9000: The part of quality management focused on providing
confidence that quality requirements will be fulfilled
Expanded in project context to…
• The set of defined activities that provide confidence that project
performance will conform to project requirements
• A unique, distinct process
2-10

11. 2-11
Assurance Activities
• Things that you will do to determine if project performance is
meeting requirements as specified in quality standards
• Things that you will do to check performance against the plan as
defined by specifications

12. 2-12
Developing Assurance Activities
• Select the relevant specification
• Using operational definition, define an activity that will collect
data and compare results to plan—develop and apply
“metrics”
• Define and provide resources
• Assign responsibility to specific entity
• Assemble activities into a quality assurance plan

13. 2-13
Assurance Activities And Metrics
• Requirement: (general)
“Responsive telephone hotline service”
• Specification: (specific and measurable)
“Answer 99% of hotline service calls within one ring”
• Assurance activity: (action to be taken)
Determine percentage of calls answered on one ring during 48-hour period
• Metric: (means of measurement)
Percentage of calls answered on one ring

14. 2-14
Case Study - Task 5
• Using your two specifications, develop a quality assurance activity for each

15. 2-15
Quality Journey
Customers
Requirements
Specifications
QAActivities

16. 2-16
Quality Assurance Plan
• The Quality Assurance Plan lists all assurance activities in one place to assist in managing Project Quality
• May have existing organization format
• Essential elements:
WBS
Ref
Requirement Specification
Assurance
Activity
Schedule
Responsible
Entity
(from customer)
(specific and
measurable)
(what is to be done) (when it will
be done)
(who will do
it)

17. 2-17
Case Study - Task 6a
• Individually, not as a project team:
• Select some aspect of your own work
• Prepare a one-line entry in the quality assurance plan template just described

18. 2-18
Case Study - Task 6b
• As a project team, using all the elements developed to this point:
• Make a one-line entry in the quality assurance template

19. 2-19
Quality Audit
• A structured, independent process to determine if project
activities comply with organizational and project policies,
processes, and procedures. (PMBOK® guide)
• Primary mechanism for determining effectiveness of assurance
activities
• Random or scheduled; internal or external
• May use results from quality control to determine if assurance
activities are having the desired effect
• Source of lessons learned

20. 2-20
QUALITY JOURNEY
Customers
Requirements
Specifications
QA Plan
QAActivities

21. Example Case: Quality Assurance
Building A Bridge
• Situation
• Build bridge with lamp posts
• Lampposts to be mounted on foundations
• Lampposts/foundations did not match
• Analysis
• Requirements were known
• Design was not shared/coordinated
2-21

22. Example Case: Quality Assurance
Lessons Learned
• Quality assurance activities provide checks on performance
• Quality assurance plans provide a means for aligning performance with requirements
• Quality assurance plans can prevent project failure
2-22

23. 2-23
Summary
• Quality assurance (QA): The set of defined activities that provide
confidence that project performance will conform to project requirements
• Quality assurance addresses methods (combined set of activities); quality
control addresses outcomes (performance)
• QA activities: Fourth step; based on specifications and operational
definitions; include resources and responsible entities
• Metrics: Means of measurement; link requirements, specifications,
assurance activities, metrics themselves
• QA plan: Fifth step; lists all activities in one place
• Quality audits: structured review of quality system; random or scheduled;
internal or external

24. 2-24
QUALITY CONTROL
• THE PROCESS OF MONITORING AND RECORDING
RESULTS OF EXECUTING THE QUALITY ACTIVITIES
TO ASSES PERFORMANCE AND RECOMMEND
CHANGES (PMBOK® GUIDE)
• RESULTS MAY BE:
• CONFIRMATION THAT ALL IS WELL
• BASIS FOR CORRECTIVE ACTION OR IMPROVEMENT
• FEEDBACK TO QUALITY ASSURANCE—DATA
EXAMINED IN QUALITY ASSURANCE AUDIT TO
DETERMINE IF QUALITY SYSTEM IS PERFORMING AS
PLANNED

25. 2-25
ROLE OF INSPECTION
• QUALITY IS PLANNED IN, NOT INSPECTED IN
• INSPECTION IS PERFORMED DURING A PROCESS,
NOT ONLY AT THE END OF A PROCESS
• INSPECTION DETERMINES CONFORMANCE
• INSPECTION MAY INCLUDE:
• MEASURING
• EXAMINING
• TESTING

26. 2-26
QUALITY CONTROL TOOLS
• QUALITY CONTROL MAY BE SIMPLE CHECKING
• IT MAY INVOLVE A VARIETY OF SPECIALIZED
TOOLS THAT DEAL WITH DATA OVER TIME
• TOOLS WILL BE ADDRESSED IN MODULE 3

27. 2-27
QUALITY JOURNEY
Customers
Requirements
Specifications
QA Plan
QAActivities
Quality Control

28. • BREAKTHROUGH…THE ORGANIZED CREATION OF BENEFICIAL
CHANGE AND THE ATTAINMENT OF UNPRECEDENTED LEVELS OF
PERFORMANCE
• USES OBJECTIVE MEASUREMENT AND DATA
• KAIZEN, IN JAPAN
• CONTINUAL, INCREMENTAL IMPROVEMENT
(Juran’s Quality Handbook, 6th Edition)
QUALITY IMPROVEMENT

29. 2-29
WHY IMPROVE?
• IMPROVE PRODUCTS, REDUCE DEFICIENCIES
• BETTER PRODUCTS FOR CUSTOMERS
• BETTER PROCESSES
• CHANGING CUSTOMER NEEDS AND
REQUIREMENTS
• LOWER COSTS
• GLOBAL COMPETITION
• NEW TECHNOLOGIES
• BUSINESS SURVIVAL

30. 2-30
HURDLES
• DISILLUSIONED BY FAILURES
• PAST EFFORTS, NO RESULTS
• BELIEF THAT BETTER QUALITY COSTS MORE
• FOCUS ON SHORT-TERM COST, NOT LONG-TERM BENEFIT
• DELEGATION
• “AN ACTION PASSED IS AN ACTION COMPLETED”
• EMPLOYEE APPREHENSION
• RESISTANCE TO CHANGE, FEAR OF UNKNOWN, STATUS QUO

31. 2-31
IMPROVEMENT METHODOLOGY
• PLAN-DO-CHECK-ACT
• A DISCIPLINED APPROACH
• DEVELOPED BY WALTER SHEWHART (1939)
• APPLIED BY DR. DEMING AND OTHERS
• “DEMING CYCLE” IN JAPAN

32. 2-32
PDCA MODEL
Plan
Do
Check
Act
Start: Select a process for
improvement. Plan a change
that will have beneficial effect.
Apply the change on a small
scale…a test case.
Observe the effects of the
change. Study the results.
If the results are as
expected, implement
system-wide and move on
to next improvement. If
not, plan again (with better
information)

33. 2-33
QUALITY JOURNEY
Customers
Requirements
Specifications
QA Plan
QAActivities
Quality Control
Plan
Do
Check
Act

34. EXAMPLE CASE: QUALITY CONTROL
TELLING THE STORY
• SITUATION
• DOCUMENT ACTION FOR FUTURE BENEFIT
• WELL-QUALIFIED PROJECT MANAGER
• WORK REJECTED BY CLIENT
• ANALYSIS
• “GET TO WORK”
• INEFFECTIVE QUALITY CONTROL
2-34

35. • QUALITY CONTROL IS ONE PART OF QUALITY
MANAGEMENT; NOT COMPLETE ALONE
• QUALITY CONTROL CAN BE MAKE-OR-BREAK
• QUALITY CONTROL ACTIONS MUST BE RATIONAL,
UNBIASED, AND FOCUSED ON THE CUSTOMER
Quality Control – Example
Lesson Learned

36. 2-36
SUMMARY (MORE)
• QUALITY CONTROL IS A PROCESS THAT MONITORS AND RECORDS
PROJECT RESULTS TO ASSESS PERFORMANCE AND RECOMMEND
NECESSARY CHANGES
• QUALITY CONTROL: SIXTH STEP; PROVIDES FEEDBACK TO
QUALITY ASSURANCE; DISCLOSES EFFECTIVENESS OF ASSURANCE
ACTIVITIES
• TOOLS ARE WELL DEFINED; ALSO APPLIED TO QUALITY
IMPROVEMENT
• QUALITY IMPROVEMENT: SEVENTH STEP; ORGANIZED CREATION
OF BENEFICIAL CHANGE
• ALL QUALITY IMPROVEMENT BEGINS WITH DATA COLLECTION
• QUALITY IMPROVEMENT: NECESSARY FOR CUSTOMER
SATISFACTION AND COMPETITIVENESS

37. 2-37
SUMMARY (CONTINUED)
• HURDLES: DISILLUSIONMENT, BELIEF THAT BETTER
QUALITY COSTS MORE, DELEGATION, RESISTANCE
TO CHANGE
• PLAN-DO-CHECK-ACT CYCLE: PROVEN METHOD
FOR QUALITY IMPROVEMENT;
PLAN A CHANGE THAT WILL HAVE BENEFICIAL EFFECT
DO THE PLAN ON A SMALL SCALE (A TEST)
CHECK THE RESULT TO DETERMINE EFFECTIVENESS
ACT TO IMPLEMENT THE PLAN SYSTEM WIDE IF EFFECTIVE,
OR
ACT TO RETURN TO THE PLAN STEP AND START OVER
WITH BETTER INFORMATION

38. 2-38
Exercises
A. Identify a process or activity about which you have personal knowledge.
• Identify an improvement opportunity. Develop and describe a
plan-do-check-act project that will accomplish the
improvement.
• Run the project in real life if you can. If you can’t, run a virtual
implementation using several imaginary options in the
elements.
B. Present your results in class or to a collaborative work group.

39. 2-39
REVIEW
• QUALITY PLANNING
• IDENTIFYING QUALITY
REQUIREMENTS/STANDARDS AND DOCUMENTING
COMPLIANCE METHODS
• QUALITY ASSURANCE
• SET OF DEFINED ACTIVITIES…
• QUALITY CONTROL
• MONITORING RESULTS…
• QUALITY IMPROVEMENT
• PDCA METHODOLOGY

40. 2-40
Exercises
A. Choose a product or activity about which you have some
personal knowledge.
• An activity may be something simple like a party, sports
event, concert, or vacation.
• Sketch out the requirements for producing a successful
product or conducting a successful activity.
• Now, develop appropriate quality assurance activities and
prepare a quality assurance plan.
B. Present your results in class or to a collaborative work
group.
Quality Assurance- Matric
Quality Assurance- Matric

42. 2-42
ASSIGNMENT -1
Hand written
Prepare a Quality Journey of holding Pakistan Super league at
Cricket Championship in various cities to include:
• Customer
• Requirement
• Specifications
• QA Activities (Manage Quality)
• QA Plan
• Quality Control
• Improvement
Note:
 Please consults slides and Book Project Management why, what and how by by
Kenneth H. Rose
 Also include flow charts and Diagrams to explain
 Submitted by Sunday 30 April (soft copy) and Hard copy on Sunday in class through CR