Beruflich Dokumente
Kultur Dokumente
December 2007
Objectives
The objective of this presentation is to first provide an overview of the three quality processes, planning, assurance and control -defined by the PMI methodology, followed by a quality improvement overview and a list of quality tools.
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Quality Planning
QUALITY PLANNING
The PMBOK defines quality planning as identifying which quality standards are relevant to the project and determining how to satisfy them.1 During quality planning a Quality Management Plan is developed (includes the quality policy)
Identify customers
Prioritize customers
1. A Guide to the Project Management Body of Knowledge Third Edition, Project Management Institute, Newtown Square, PA, 2004, p. 179.
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Quality Assurance
QUALITY ASSURANCE The PMBOK defines quality assurance as the application of planned, systematic quality activities to ensure that the project will employ all processes needed to meet requirements.2 It means that the processes used must satisfy the standards (e.g. requirements specifications) identified during the quality planning process. Quality assurance is the set of activities that the project team needs do perform to ensure that project performance is meeting the requirements using the defined specifications as the targets. Activities are based on the specifications and operational definitions developed in quality planning. Quality Planning Elements
Select the standard or specification e.g., Responsive telephone service (requirement) e.g., Answer 80 percent of calls within two rings (specification) Define the activities (action to be taken to collect the data) that will collect the data and that will compare results to the specifications (in quality control). Develop and apply metrics for the activity. e.g., Activity: Determine (action) the percentage of calls answered on two rings during a 24 -hour period. e.g., Metric: Percent of calls answered on two rings you may create a column to log the metric Define and provide resources types of resources Assign responsibility to a specific entity who will do it
Assemble activities into a Quality Assurance Plan -- place them in the quality plan
2. A Guide to the Project Management Body of Knowledge Third Edition, Project Management Institute, Newtown Square, PA, 2004, p. 187.
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Quality Control
QUALITY CONTROL
The PMBOK defines quality control as monitoring specific project results to determine if they comply with relevant quality standards and identifying ways to eliminate causes of unsatisfactory performance. 3
Quality control addresses the outcomes (results) of the project activities executed during quality assurance. It monitors performance and does something about the results -- thus eliminating the causes of unsatisfactory results.
Results provide feedback to quality assurance and disclose the effectiveness of quality assurance activities. In-process inspection activities in quality control include measuring, examining and testing. Results from Quality Control provide the data that is examined during quality audits.
Note: Quality audits may use the results obtained from quality control to determine if quality assurance activities are having the desired result. If not (not showing conformance to specifications), quality assurance activities should be reviewed and improved. Audits should be completed at the end of major milestones or when requested.
3. A Guide to the Project Management Body of Knowledge Third Edition, Project Management Institute, Newtown Square, PA, 2004, p. 190.
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Quality Improvement
QUALTIY IMPROVEMENT
Joseph M. Juran describes quality improvement as the organized creation of beneficial change; the attainment of unprecedented levels of performance breakthrough.4 Therefore, it is a deliberate process which uses objective measurement and data. Because it is a deliberate process, it is associated with customer satisfaction and competitiveness not necessarily with conformance to project requirements specifications, which is a quality control process. Quality improvement is the creation of beneficial change, and thus it is the responsibility of top management. All quality improvements begin with data collection The Plan-do-check-act cycle developed by Walter Shewhart, is a proven, disciplined approach to quality improvement
Plan selects a process for improvement that will have beneficial effect Do apply the change on a small scale like a test case Check observe the effects of the change to determine effectiveness Act If the results are as expected, implement the change implement the change system-wide if it is effective, or return to the plan step and start over with better information.
Note: Many of the tools used for quality control are used for quality improvement.
4. Juran, M.M. and Godfrey, A.B., Eds., Jurans Quality Handbook, 5th ed., McGraw-Hill, New York, 1999, p. 53.
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Contact Information
Linda P. Dowdell, PMP, MBA, MS President of Dowdell Consulting Services, LLC A Project Management Services Company www.mypmtools.com lpdowdell@mypmtools.com 914-874-4343
Public Relations Program Manager & Quality Chair for Project Management Institute Westchester
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