PROJECT QUALITY

MANAGEMENT
PART 1
PROJECT QUALITY MANAGEMENT

Project Quality Management includes the processes for incorporating the

organization’s quality policy regarding planning, managing, and controlling
project and product quality requirements in order to meet stakeholders’
objectives.
Project Quality Management also supports continuous process improvement
activities as undertaken on behalf of the performing organization.
PLAN QUALITY MANAGEMENT

• The process of identifying quality requirements and/or standards for the

project and its deliverables, and documenting how the project will
demonstrate compliance with quality requirements and/ or standards.
MANAGE QUALITY

• The process of translating the quality management plan into executable

quality activities that incorporate the organization’s quality policies into the
project.
CONTROL QUALITY

• The process of monitoring and recording the results of executing the quality
management activities to assess performance and ensure the project outputs
are complete, correct, and meet customer expectations
 Quality
 Quality is conformance to requirements or specifications (Crosby 1979)
 Quality ( free from defects)
 Quality is Customer satisfaction
 Do the thing right at the first time
 Quality should be aimed at the needs of the consumer, present and
future (Deming, 1986)
QUALITY MANAGEMENT PRINCIPLES
 QUALITY MANAGEMENT PRINCIPLES
1. Customer Focus:
The primary focus of quality management is to meet customer requirements and to
strive to exceed customer expectations.

- Rationale:
Sustained success is achieved when an organization attracts and retains the confidence of
customers and other interested parties on whom it depends. Every aspect of customer
interaction provides an opportunity to create more value for the customer.
Understanding current and future needs of customers and other interested parties
contributes to sustained success of an organization.
RANKING (POWER AND INTEREST)

high power/ high interest

high power/ low interest
Manage Closely
Keep Satisfied
(Key Stakeholder)

Interested
parties

low power/ low interest low power/ high interest

Monitor (Other) Keep Informed

9
VOICE OF CUSTOMER (VOC)

10
 QUALITY MANAGEMENT PRINCIPLES
2. Leadership

Leaders at all levels establish unity of purpose and direction and create conditions in which
people are engaged in achieving the quality objectives of the organization.
• Rationale
• Creation of unity of purpose, direction and engagement enable an organization to align its
strategies, policies, processes and resources to achieve its objectives.

• Key Benefits (As per ISO 9000:2015)

• It increases the effectiveness and efficiency in meeting the organization’s quality
 QUALITY MANAGEMENT PRINCIPLES
3. Engagement of People

It is essential for the organization that all people are competent, empowered and engaged in
delivering value. Competent, empowered and engaged people throughout the organization
enhance its capability to create value.
Rationale

To manage an organization effectively and efficiently, it is important to involve all people at

all levels and to respect them as individuals. Recognition, empowerment and enhancement
of skills and knowledge facilitate the engagement of people in achieving the objectives of
the organization.
 QUALITY MANAGEMENT PRINCIPLES
3. Engagement of People
Possible actions (As per ISO 9000:2015)
Some of the possible actions that an organization can take includes:
• It can communicate with people to promote understanding of the importance of their
individual contribution;
• It can promote collaboration throughout the organization;
• It can facilitate open discussion and sharing of knowledge and experience;
• It can empower people to determine constraints to performance and to take initiatives
without fear;
• It can recognize and acknowledge people’s contribution, learning and improvement;
• It can enable self-evaluation of performance against personal objectives;
• It can  conduct surveys to assess people’s satisfaction, communicate the results and take
appropriate actions.
 QUALITY MANAGEMENT PRINCIPLES
4. Process Approach
Consistent and predictable results are achieved more effectively and efficiently when
activities are understood and managed as interrelated processes that function as a coherent
system.

Rationale
• The quality management system is composed of interrelated processes. Understanding how
results are produced by this system, including all its processes, resources, controls and
interactions, allows the organization to optimize its performance.
 QUALITY MANAGEMENT PRINCIPLES
5 . Improvement
Successful organizations have an ongoing focus on improvement.

Rationale
• Improvement is essential for an organization to maintain current levels of performance, to
react to changes in its internal and external conditions and to create new opportunities.
Key Benefits (As per ISO 9000:2015)
• There is improved process performance, organizational capability and customer
satisfaction;
• There is enhanced focus on root cause investigation and determination, followed by
prevention and corrective actions;
• There is enhanced ability to anticipate and react to internal and external risks and
opportunities;
• There is enhanced consideration of both incremental and breakthrough improvement;
• There is improved use of learning for improvement; There is enhanced drive for
 QUALITY MANAGEMENT PRINCIPLES
6 . Evidence-based Decision Making.
Decisions based on the analysis and evaluation of data and
information are more likely to produce desired results.
Rationale
• Decision-making can be a complex process, and it always
involves some uncertainty. It often involves multiple types and
sources of inputs, as well as their interpretation, which can be
subjective. It is important to understand cause and effect
relationships and potential unintended consequences. Facts,
 QUALITY MANAGEMENT PRINCIPLES

7 . Relationship Management
For sustained success, organizations manage their relationships with interested parties, such
as suppliers.
Rationale

• Interested parties influence the performance of an organization. Sustained

success is more likely to be achieved when an organization manages relationships
with its interested parties to optimize their impact on its performance.
Relationship management with its supplier and partner network is often of
particular importance