The document outlines the four pillars of quality in project management: (1) customer satisfaction, (2) continuous improvement, (3) fact-based management, and (4) respect for people. It describes each pillar in detail, including identifying stakeholders and their requirements for pillar 1, using PDCA and SIPOC models to manage processes for pillar 2, measuring variation and collecting data for pillar 3, and empowering and respecting individuals for pillar 4. The overall goal is to establish a culture focused on quality throughout all levels and functions of an organization's projects.

1. 4 PILLARS OF QUALITY IN PROJECT.
PREPARE BY: SWAPNIL PATEL

2. Components of The House of Total Quality
The roof : management, social, technical, educational
subsystems;
The pillars of quality : (1)customer satisfaction,
(2)continuous improvement,(3) speaking with facts,
(4)respect for people;
The foundations : strategy management, process
management, project management, and performance
management;
The cornerstones : strategic planning, process
planning, project planning, and performance
planning;

3. 1ST PILLAR: Stakeholder Satisfaction (customer satisfaction)
• Identify all stakeholders
External stakeholders –customers, suppliers, the public
Internal stakeholders –shareholders and workers at all levels
Determine relevant quality standards
• Prioritize among the stakeholders
• Understand the prioritized stakeholders’ requirements.
• Develop standards to ensure the requirements are met.
• Make tradeoff decisions.

4. 2ND PILLAR: Process Management(continuous
improvement)
•To effectively manage project processes, project
managers need to understand, control, and
improve them
•Process Understanding with a SIPOC Model
•Process Improvement with a PDCA Model

5. Process Understanding with a SIPOC Model
• All work flows from suppliers, through the project, to customers
• Use a supplier-input-process-output-customer (SIPOC) model to
envision this flow
• Think backward from the project’s customer
• Determine if the process is capable of creating project deliverables
• Design quality into the processes.

6. Process Improvement with a PDCA Model
• Processes can be improved in a continuous or breakthrough fashion
• Slow and steady improvement is a good foundation
• Substantial improvement requires a breakthrough
• Models exist to guide the improvement process
• Models may be based on the plan-do-check-act (PDCA) improvement cycle
• Some sources say that Walter Shewhart is considered the grandfather of TQM that was
further popularized by Deming.
• Shewhart developed statistical tools to examine when a corrective action must be
applied to a process.
• He invented control chart techniques (control charts are a tool and technique of the
Perform Quality Control process) and was also the inventor of the Plan-Do-Check-Act
cycle

7. 3RD PILLAR: Fact-Based Management(speaking with
facts)
1. Understanding variation
• Common cause vs. special cause
• Something unusual is happening
2. Deciding what to measure
• Avoid not measuring anything
• Avoid measuring many things just to be sure
• A milestone schedule with acceptance criteria can provide useful
measures
• Lessons learned from previous projects
• Agree on what measures, when, and under what circumstances

8. 3RD PILLAR: Fact-Based Management(speaking with
facts) Cont….
3. Working correctly with data
• Data are representations of facts using a measurement process
• The person closest to the situation should collect the data
• Ensure data are complete, accurate, timely
• Turn raw data into information useful to decision makers
4. Using the resulting information appropriately
• Encourage truth and transparency in communications
• Use information to challenge opinions and decisions

9. 4TH PILLAR: Empowered Performance
(respect for people)
• Have capable and willing workers at every level/function within a
company
• Corporate leaders develop the organizational culture
• Project sponsors and managers develop the project culture
• Recognize individuality
• Capitalize on individual strengths
• Emphasize individual responsibilities
• Use appropriate collaboration

10. Summary of Core Concepts