Professional Documents
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8 - Quality Management PDF
8 - Quality Management PDF
• Quality Assurance
• Quality Audit
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Hammam Alkouz, PMP®
Project Quality Management
Monitoring &
Controlling Processes
Planning
Processes
Executing
Processes
Knowledge Process
Area Initiating Planning Executing Monitoring & Control Closing
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Hammam Alkouz, PMP®
Quality Concepts
Quality vs. Grade
Quality: the degree to which a set of inherent characteristics fulfill
requirements
Quality level that fails to meet quality requirements is always a
PROBLEM
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Hammam Alkouz, PMP®
Quality Terms
• Customer satisfaction
• Conformance to requirement
• Fitness for use: product/service produced must satisfy real needs
• Prevention over inspection
• Cost of preventing mistakes < cost of correcting
• Continuous improvement (Kaizen)
• Based on PDCA cycle
• Using quality improvement initiatives e.g. TQM, 6 sigma
• Using process improvement models e.g. OPM3, CMMI, Malcolm Baldrige
• Management responsibility
• To provide the resource needed to succeed
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Hammam Alkouz, PMP®
QA vs QS
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Hammam Alkouz, PMP®
Quality Experts
Deming :He believed that organizations can increase quality and reduce
costs by practicing continuous process improvement and by thinking
of manufacturing as a system, not as bits and pieces. The Deming
Cycle, or Plan, Do, Check and Act Cycle (also known as PDCA Cycle)
Juran :He applied the Pareto principle to quality issues (80% of the
problems are caused by 20% of the causes) and also developed
“Juran’s Trilogy”: quality planning, quality control, and quality
improvement.
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Hammam Alkouz, PMP®
Precision vs Accuracy
Precision: a measure of Exactness
Accuracy: a measure of Correctness
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Hammam Alkouz, PMP®
Quality Concepts
Gold Plating: giving the customer extras
This practice is not recommended
Just in Time (JIT): just when they are needed or just before
they are needed.
It forces attention on quality practices.
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Hammam Alkouz, PMP®
Quality Planning Techniques
Cost benefit analysis
Weight the benefits versus the cost of meeting quality requirements
Statistical sampling
We need it since studying entire population would take too long, too much cost,
be too destructive
Flow charting
Use to see a process or system flows and find potential quality problem
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Hammam Alkouz, PMP®
Cost of Quality
Cost of quality (CoQ)
Looking at what the cost of conformance and nonconformance to
quality and creating an appropriate balance
<
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Hammam Alkouz, PMP®
Control charts Rule of seven (non random data points)
Out of control
Assignable/special cause
Normal and expected variation
Upper control limit Usually 3 or 6 sigma
Quality metrics
An operational that describes how quality control process will measure it.
What are things that important to measure and decide what measurement is acceptable
Quality checklists
A list of items to inspect, step to be performed and note if any defects found
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Hammam Alkouz, PMP®
8.2 Perform Quality Assurance
The process of auditing the quality requirement and the
result of quality control measurements to ensure appropriate
quality standards and operational definitions are used.
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Hammam Alkouz, PMP®
Quality Assurance
Are we using the standard?
Can we improve the standard?
Quality Audits
To see if you are complying with company policies, standards &
procedures
Determine whether they are used efficiently & effectively
Identify all the good practices being implemented
Identify all the gaps/shortcomings
Look for new lesson learned & good practices
Process Analysis
Includes root cause analysis
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Hammam Alkouz, PMP®
8.3 Control Quality
The process of monitoring and recording results of executing the quality
activities to assess performance and recommend necessary changes.
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Hammam Alkouz, PMP®
Example: Cause and Effect Diagram
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Hammam Alkouz, PMP®
Flow Chart
Helps to analyze how problems occur
A flowchart is a graphical representation of a process
It shows how various elements of a system interrelated and the
order of processing
It helps the project team anticipate what and where quality
problems might occur.
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Hammam Alkouz, PMP®
Histogram
It is a bar chart showing the distribution of variables
Each column represents an attribute or characteristics of a problem
or situation
The height of each column represents the relative frequency of the
characteristics
Histogram helps identify the cause of the problem in a process by
the shape and width of the distribution.
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Hammam Alkouz, PMP®
Histogram
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Hammam Alkouz, PMP®
Pareto Chart/Diagram (80/20 principle)
Histogram ordered by frequency of occurrence which used to
focus attention on the most critical issues
80% of the problems are due to 20% of the causes
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Hammam Alkouz, PMP®
Run Chart
To look at history and see a pattern of variation
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Hammam Alkouz, PMP®
Scatter diagrams
To look or correlation diagram show how two different types of data relate
to each other, is a tool to describe changes in a dependent variable in
relation to any change in the independent variable.
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Hammam Alkouz, PMP®
Important Terms
Mutual Exclusive: if two events cannot both occur in a single trial
Probability: something will occur
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Hammam Alkouz, PMP®