Chapter 8 P j Q li M Project Quality Management (PMBOK Guide) (PMBOK Guide) Mohammad A. Rajabi D t fG Dept. of Geomatics ti Eng., University of Tehran E U i it f T h Tel: +98 21 8833 4341, Cell: +98 912 132 5823 Email: marajabi@ut ac ir Email:
[email protected] Homepage: http://www.marajabi.com
Table of Content Table of Content
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Introduction • The processes and activities of the performing e p ocesses a d act t es o t e pe o g organization that determine quality policies, objectives and responsibilities to satisfy the project needs. Includes: d l d • Plan quality • Perform quality assurance: auditing the quality requirements and the results from quality control measurements measurements • Perform quality control: the process of monitoring and recording results monitoring and recording results Guide to PMBOK
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Introduction Introduction • Terminology: – Quality: the degree to which a set of inherent characteristics fulfill requirements – Grade: category assigned to the products. Same function, but different technical specifications – Low quality, high grade or high quality, low grade – Precision and accuracy
• The quality management approach here h l hh compatible with ISO Guide to PMBOK
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Introduction • Quality management complements project li l j management. Both agrees in: – Customer satisfaction: understanding, evaluating, defining g g g and managing expectations of customers – Prevention or inspection?: the quality is planned, designed, and built in, not inspected in! Cost of preventing over correcting? – Continuous improvement: plan‐do‐check‐act cycle the basis for quality management. Organizational Project M Management Maturity Model (OPM3) and Capability M i M d l (OPM3) d C bili Maturity Model Integrated (CMMI) examples of process improvement models – management responsibility t ibilit
• Cost of Quality (COQ): total cost of efforts related to quality. Operational costs: product return, warranty claims, recall campaigns. Valuable investment! Guide to PMBOK
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8.1 Plan Quality 8.1 Plan Quality • The The process of identifying quality process of identifying quality requirements and standards, and documenting how to demonstrate the documenting how to demonstrate the compliance • Quality planning in parallel with other project Quality planning in parallel with other project planning
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Inputs, Tools & Techniques, Outputs
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Data Flow Data Flow
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Inputs •
Scope baseline – Scope statement: project description, deliverables, acceptance criteria – WBS: deliverables, work packages, control accounts WBS: deliverables, work packages, control accounts – WBS dictionary: technical information for WBS
• • • • •
Stakeholder register Cost performance baseline Schedule baseline Risk register Enterprise environmental factors – Governmental agency regulations G l l i – Rules, standards, and guidelines specific to the application area – Working/operating conditions of the project/product
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Organizational process assets Organizational process assets – – – –
Organizational quality policies, procedures, and guidelines Historical databases Lessons learned Q lit Quality policy, set by senior management li tb i t
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Tools and Techniques Tools and Techniques • Cost‐Benefit analysis Cost e e t a a ys s – Less re‐work, higher productivity, lower costs, increased stakeholder satisfaction
• Cost of Quality (COQ) – Cost of conformance • Prevention costs P i • Appraisal costs
– Cost of Non‐conformance • Internal failure • External failure
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Cost of Quality Cost of Quality
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Tools and Techniques Tools and Techniques • Control charts Control charts – Are used to check if a process is stable and has predictable performance – Upper and lower specification limits based on contract – Penalty might be associated with exceeding limits – Three sigma for repetitive processes – Can be used with various types of outputs such as C b d ih i f h cost and schedule variances, volume and frequency of scope changes frequency of scope changes Guide to PMBOK
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Control Chart of Consecutive Measurements with Fixed Limits
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Tools and Techniques Tools and Techniques • Benchmarkingg – Comparing actual or planned project practices to best practices within or outside of organization, within same application area or another one same application area or another one
• Design of experiments (DOE) – Statistical method for identifying influencing factors – Should be used during the Plan Quality Process to determine the number and type of tests and their impacts on COQ p – Plays role in optimization of products and processes – Can be used to reduce the sensitivity of products to variables Guide to PMBOK
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Tools and Techniques Tools and Techniques • Statistical sampling Statistical sampling – Involves choosing part of a population of interest for inspection for inspection – Sample frequency and sizes should be determined during the plan quality process during the plan quality process
• Flowcharting – Showing the relationships among process steps Showing the relationships among process steps – Shows activities, decision points, and the order of processing Guide to PMBOK
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Process Flowchart Process Flowchart
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Tools and Techniques Tools and Techniques • Quality management methodologies – Six Sigma, Lean Six Sigma, Quality Function Deployment, g , g ,Q y p y , CMMI, ...
• Additional quality planning tools – Brainstorming – Affinity diagrams (identifying logical groupings based on natural relationships) – Force field analysis (diagrams of the forces for and against Force field analysis (diagrams of the forces for and against change) – Nominal group techniques (brainstorming in small groups and reviewed by a larger group) and reviewed by a larger group) – Matrix diagrams (include 2,3, or 4 groups of information and show relationships between factors, causes, and objectives) – Prioritization matrices (ranking diverse set of problems) Guide to PMBOK
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Affinity Diagram Affinity Diagram
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Force Field Analysis
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Matrix Diagrams C Correlation Matrix l ti M t i Example Actions Goals Cost Effectiveness High Quality Shareholder Value
= Strong relationship = Medium relationship = Weak relationship
Improve W k Work Environment
Improve M Manufacturing f t i Technology
Develop N New Products
Outputs Outputs • Quality management plan y g p – Includes quality control, quality assurance, and continuous process improvement approaches for the project – May be formal/informal, highly detailed or broadly framed May be formal/informal highly detailed or broadly framed
• Quality metrics – What What should be measured, how, its value and allowed should be measured, how, its value and allowed variation – Examples: on‐time performance, budget control, defect frequency failure rate availability reliability and test frequency, failure rate, availability, reliability, and test coverage
• Quality checklists Guide to PMBOK
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Outputs Outputs • Process improvement plan – A subsidiary of the project management plan y p j g p – It details the steps for analysing processes to identify activities which enhance their value – Area to consider include: Area to consider include: • Process boundaries: purpose, start, end, inputs, outputs, data, owner and the stakeholders of processes • Process configuration: graphic description of processes, with i interfaces identified and used to facilitate analysis f id ifi d d d f ili l i • Process metrics • Targets for improved performance: guides the process improvement activities improvement activities
• Project document updates – Stakeholder register – Responsibility assignment matrix R ibili i i Guide to PMBOK
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8.2 Perform Quality Assurance 8.2 Perform Quality Assurance • Process Process of auditing the quality requirements of auditing the quality requirements and the results from quality control measurements to ensure quality standards are measurements to ensure quality standards are used • Quality assurance is an iterative means for Quality assurance is an iterative means for improving the quality of processes
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Inputs, Tools & Techniques, Outputs
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Data Flow Data Flow
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Inputs • Project management Plan which includes – Quality management plan – Process improvement plan
• Quality metrics Quality metrics • Work performance information including – – – –
Technical performance measures Project deliverables status Schedule progress, and Cost incurred Cost incurred
• Quality control measurements – The results of quality control activities Guide to PMBOK
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Tools and Techniques Tools and Techniques • Plan quality and perform quality control tools and techniques • Quality audits Quality audits – Are structured and independently reviewed to check the project activities comply with organizational policies and procedures – Identifying all of the good/best practices being implemented – Identifying all the gaps/shortcomings – Sharing the good practices introduced or implemented in similar projects – Proactively offering assistance in positive manner to improve Proactively offering assistance in positive manner to improve implementation of process to help the team raise productivity – Highlighting contributions of each audit in the lesson learned
• Process analysis y – Identifying needed improvements – Examining experienced problems, constrains, and non‐value added activities – Includes root cause analysis (problem, cause, preventive actions) Guide to PMBOK
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Outputs • Organizational process assets updates – Quality standards
• Change requests – To increase the effectiveness and/or efficiency of the policies, procedures – Through Integrated Change Control process – Corrective, preventative, or defect repair
• Project management plan updates Project management plan updates – Quality management plan – Schedule management plan – Cost management plan Cost management plan
• Project document updates – Quality audits reports – Training plans gp – Process documentation Guide to PMBOK
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8.3 Perform Quality Control • The process of monitoring and recording results of executing the quality activities to assess performance and recommend necessary changes recommend necessary changes • Quality standards include project processes and product goals • Project results include deliverables, and PM results such as l l d d l bl d l h cost and schedule performance • Identifies cause of poor process, or product quality and recommend and or take actions • Terminology – Prevention (keeping error out of process) and inspection ( p g p ) p (keeping error out of customer’s hand) – Attribute sampling (conforms or not conforms), variables sampling (degree of conformity) – Tolerance, specified range of acceptable results) control limits (threshold indicating if the process is out of control) Guide to PMBOK
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Inputs, Tools & Techniques, Outputs
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Data Flow Data Flow
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Inputs p • • • •
Project management plan Quality metrics Quality checklists Quality checklists Work performance measurements – Planned vs. Actual technical performance – Planned vs. Actual schedule performance, and Planned vs Actual schedule performance and – Planned vs. Actual cost performance
• Approved change requests – Defect repairs, revised work methods, and revised schedule Defect repairs, revised work methods, and revised schedule – Should have been decided on when to apply
• Deliverables • Organizational process assets Organizational process assets – Quality standards and policies – Standard work guidelines, and – Issue and defect reporting procedures and communication policies Guide to PMBOK
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Tools and Techniques Tools and Techniques • Ishikawa Ishikawa’ss seven basic tools of quality: seven basic tools of quality: – 1. Cause and effect (Ishikawa or fishbone) diagrams
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Classic Sources of Problems to Consider
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Environment Bone Expanded by Brainstorming
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Tools and Techniques Tools and Techniques – 2. Control charts • • • •
How a process behaves over time When is it out of control Is the process variance acceptable ±3σ
– 3. Flowcharting 3 Flowcharting • To determine a failing process step(s) and potential process improvement opportunities
– 4. Histogram • Shows the most common cause of problems in a process Guide to PMBOK
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Histogram Histogram
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Tools and Techniques Tools and Techniques – 5. Pareto chart/diagram 5. Pareto chart/diagram • Specific type of histogram ordered by frequency of occurrence • Rank ordered • 80/20 principle
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Pareto Diagram Pareto Diagram
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Tools and Techniques Tools and Techniques – 6. Run chart • Shows history and pattern of variation • A line graph showing data in order they occur • Shows trends in process over time, variation over time, declines or improvements in a process over time • Trend analysis is used to monitor: y – Technical performance – Cost and schedule performance
– 7. Scatter diagram 7 Scatter diagram • Showing relationship between two variables y g • Studying the correlation Guide to PMBOK
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Scatter Diagram Scatter Diagram
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Tools and Techniques Tools and Techniques • Statistical sampling Statistical sampling • Inspection – At any stage At t – Reviews, peer reviews, audits, or walkthroughs
• Approved change requests review
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Outputs Outputs • • • •
Quality control measurements Validated changes Validated deliverables O Organizational process assets updates i ti l t d t – Completed checklists – Lesson learned documentation
• Change requests • Project management plan updates – Quality management plan Q lit t l – Process improvement plan
• Project document updates j p Guide to PMBOK
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