1. Project management quality management
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I. Contents of project management quality management
==================
Project quality management is all of the processes and activities needed to determine and achieve
project quality.
At its most basic level, quality means meeting the needs of customers. This is also known as "fit
for use."But what does "quality" really mean?
I like this simple definition of quality because its focus is where it should be, on the customer.
This basic definition also implies that the requirements of the project have been met since the
requirements should reflect the customer's needs if collected properly.
Customer SatisfactionAs the project manager, there are three key quality management concepts
that will help you deliver a high quality project...
Prevention over Inspection
Continuous Improvement
3 Key Quality Management Concepts
Customer Satisfaction
Customer satisfaction is a key measure of a project's quality. It's important to keep in mind that
project quality management is concerned with both theproduct of the project and the

2. management of the project.
If the customer doesn't feel the product produced by the project meets their needs or if the way
the project was run didn't meet their expectations, then the customer is very likely to consider the
project quality as poor, regardless of what the project manager or team thinks.
As a result, not only is it important to make sure the project requirements are met, managing
customer expectations is also a critical activity that you need to handle well for your project to
succeed.
Prevention over Inspection
The Cost of Quality (COQ) includes money spent during the project to avoid failures and money
spent during and after the project because of failures. These are known as the Cost of
Conformance and the Cost of Nonconformance.
Cost of ConformanceCost of Nonconformance
Prevention Costs
Training
Document Processes
Equipment
Time To Do It Right Internal Failure Costs
Rework
Scrap
Appraisal Costs
Testing
Destructive Testing Loss
Inspections External Failure Costs
Liabilities
Warranty Work
Lost Business
The cost of preventing mistakes is usually much less than the cost of correcting them.
Continuous Improvement
Continuous improvement is a concept that exists in all of the major quality management
approaches such as Six Sigma and Total Quality Management (TQM). In fact, it is a key aspect

3. of the last concept,prevention over inspection.
Continuous improvement is simply the ongoing effort to improve your products, services, or
processes over time. These improvements can be small, incremental changes or major,
breakthrough type changes.
From a project perspective, this concept can be applied by analyzing the issues that were
encountered during the project for any lessons learned that you can apply to future projects. The
goal is to avoid repeating the same issues in other projects.
Quality Management for Projects
Project Quality Management has three key processes that you should perform in your projects...
Plan Quality
Plan Quality involves identifying the quality requirements for both the project and the product
and documenting how the project can show it is meeting the quality requirements. The outputs of
this process include a Quality Management Plan, quality metrics, quality checklists and a Process
Improvement Plan.
Perform Quality Assurance
Quality Assurance is used to verify that the project processes are sufficient so that if they are
being adhered to the project deliverables will be of good quality. Process checklists and project
audits are two methods used forproject quality assurance.
Perform Quality Control
Quality Control verifies that the product meets the quality requirements.Peer reviews and testing
are two methods used to perform quality control. The results will determine if corrective action is
needed.
==================
III. Quality management tools
1. Check sheet

4. The check sheet is a form (document) used to collect data
in real time at the location where the data is generated.
The data it captures can be quantitative or qualitative.
When the information is quantitative, the check sheet is
sometimes called a tally sheet.
The defining characteristic of a check sheet is that data
are recorded by making marks ("checks") on it. A typical
check sheet is divided into regions, and marks made in
different regions have different significance. Data are
read by observing the location and number of marks on
the sheet.
Check sheets typically employ a heading that answers the
Five Ws:
 Who filled out the check sheet
 What was collected (what each check represents,
an identifying batch or lot number)
 Where the collection took place (facility, room,
apparatus)
 When the collection took place (hour, shift, day
of the week)
 Why the data were collected
2. Control chart
Control charts, also known as Shewhart charts
(after Walter A. Shewhart) or process-behavior
charts, in statistical process control are tools used
to determine if a manufacturing or business
process is in a state of statistical control.
If analysis of the control chart indicates that the
process is currently under control (i.e., is stable,
with variation only coming from sources common
to the process), then no corrections or changes to
process control parameters are needed or desired.
In addition, data from the process can be used to
predict the future performance of the process. If
the chart indicates that the monitored process is
not in control, analysis of the chart can help
determine the sources of variation, as this will

5. result in degraded process performance.[1] A
process that is stable but operating outside of
desired (specification) limits (e.g., scrap rates
may be in statistical control but above desired
limits) needs to be improved through a deliberate
effort to understand the causes of current
performance and fundamentally improve the
process.
The control chart is one of the seven basic tools of
quality control.[3] Typically control charts are
used for time-series data, though they can be used
for data that have logical comparability (i.e. you
want to compare samples that were taken all at
the same time, or the performance of different
individuals), however the type of chart used to do
this requires consideration.
3. Pareto chart
A Pareto chart, named after Vilfredo Pareto, is a type
of chart that contains both bars and a line graph, where
individual values are represented in descending order
by bars, and the cumulative total is represented by the
line.
The left vertical axis is the frequency of occurrence,
but it can alternatively represent cost or another
important unit of measure. The right vertical axis is
the cumulative percentage of the total number of
occurrences, total cost, or total of the particular unit of
measure. Because the reasons are in decreasing order,
the cumulative function is a concave function. To take
the example above, in order to lower the amount of
late arrivals by 78%, it is sufficient to solve the first
three issues.
The purpose of the Pareto chart is to highlight the
most important among a (typically large) set of
factors. In quality control, it often represents the most
common sources of defects, the highest occurring type
of defect, or the most frequent reasons for customer
complaints, and so on. Wilkinson (2006) devised an

6. algorithm for producing statistically based acceptance
limits (similar to confidence intervals) for each bar in
the Pareto chart.
4. Scatter plot Method
A scatter plot, scatterplot, or scattergraph is a type of
mathematical diagram using Cartesian coordinates to
display values for two variables for a set of data.
The data is displayed as a collection of points, each
having the value of one variable determining the position
on the horizontal axis and the value of the other variable
determining the position on the vertical axis.[2] This kind
of plot is also called a scatter chart, scattergram, scatter
diagram,[3] or scatter graph.
A scatter plot is used when a variable exists that is under
the control of the experimenter. If a parameter exists that
is systematically incremented and/or decremented by the
other, it is called the control parameter or independent
variable and is customarily plotted along the horizontal
axis. The measured or dependent variable is customarily
plotted along the vertical axis. If no dependent variable
exists, either type of variable can be plotted on either axis
and a scatter plot will illustrate only the degree of
correlation (not causation) between two variables.
A scatter plot can suggest various kinds of correlations
between variables with a certain confidence interval. For
example, weight and height, weight would be on x axis
and height would be on the y axis. Correlations may be
positive (rising), negative (falling), or null (uncorrelated).
If the pattern of dots slopes from lower left to upper right,
it suggests a positive correlation between the variables
being studied. If the pattern of dots slopes from upper left
to lower right, it suggests a negative correlation. A line of
best fit (alternatively called 'trendline') can be drawn in
order to study the correlation between the variables. An
equation for the correlation between the variables can be
determined by established best-fit procedures. For a linear
correlation, the best-fit procedure is known as linear

7. regression and is guaranteed to generate a correct solution
in a finite time. No universal best-fit procedure is
guaranteed to generate a correct solution for arbitrary
relationships. A scatter plot is also very useful when we
wish to see how two comparable data sets agree with each
other. In this case, an identity line, i.e., a y=x line, or an
1:1 line, is often drawn as a reference. The more the two
data sets agree, the more the scatters tend to concentrate in
the vicinity of the identity line; if the two data sets are
numerically identical, the scatters fall on the identity line
exactly.
5.Ishikawa diagram
Ishikawa diagrams (also called fishbone diagrams,
herringbone diagrams, cause-and-effect diagrams, or
Fishikawa) are causal diagrams created by Kaoru
Ishikawa (1968) that show the causes of a specific
event.[1][2] Common uses of the Ishikawa diagram are
product design and quality defect prevention, to identify
potential factors causing an overall effect. Each cause or
reason for imperfection is a source of variation. Causes
are usually grouped into major categories to identify these
sources of variation. The categories typically include
 People: Anyone involved with the process
 Methods: How the process is performed and the
specific requirements for doing it, such as policies,
procedures, rules, regulations and laws
 Machines: Any equipment, computers, tools, etc.
required to accomplish the job
 Materials: Raw materials, parts, pens, paper, etc.
used to produce the final product
 Measurements: Data generated from the process
that are used to evaluate its quality
 Environment: The conditions, such as location,
time, temperature, and culture in which the process
operates
6. Histogram method

8. A histogram is a graphical representation of the
distribution of data. It is an estimate of the probability
distribution of a continuous variable (quantitative
variable) and was first introduced by Karl Pearson.[1] To
construct a histogram, the first step is to "bin" the range of
values -- that is, divide the entire range of values into a
series of small intervals -- and then count how many
values fall into each interval. A rectangle is drawn with
height proportional to the count and width equal to the bin
size, so that rectangles abut each other. A histogram may
also be normalized displaying relative frequencies. It then
shows the proportion of cases that fall into each of several
categories, with the sum of the heights equaling 1. The
bins are usually specified as consecutive, non-overlapping
intervals of a variable. The bins (intervals) must be
adjacent, and usually equal size.[2] The rectangles of a
histogram are drawn so that they touch each other to
indicate that the original variable is continuous.[3]
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