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Objectives
After completing this
lesson, you will be able
to:
Quality
In a project, meeting the quality expectation is the responsibility of not only the project manager, but everyone
involved.
A project is said to meet quality expectations, when all the project requirements agreed in the beginning of the project
Customer
Satisfaction
Grade
Precision
Accuracy
Optimal level
The sales of a toy manufacturer is at an all time low because of poor quality. To improve the quality,
investments are made on identifying demand, sharing samples, and collecting feedback. Following this,
parents are enticed to buy the product. However, the additional investment may increase the cost of
the toy, making it prohibitive for the parents to buy. Optimal level of quality is reached at a point where
the toy manufacturer gets the maximum number of buyers for the toys manufactured.
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Quality Management
Quality management includes creating and following policies and procedures that meet the projects defined quality
needs. This is to ensure that the specified approach to quality is implemented on the project. The three key activities of
quality management are as follows:
Quality
Planning
Quality
Assurance
Quality
Control
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Quality assurance is carried out to ensure the process is carried out as per the
quality management plan.
A project was planned to be completed within plus or minus 10 percent of the budget. Three months back, the project was over
budget by 20 percent. The most recent measurement done one day back shows the budget overrun by 15 percent.
Since there is an improvement of 5 percent, it is quite likely that over next 3 months the cost would reduce and the project could
get completed within the planned limit. If the cost does not decrease, but increases further, corrective and preventive actions
have to be taken to bring the project within the agreed limits. This is quality control.
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An integrated management
philosophy around quality and
continuous improvement.
Deming Cycle
( Plan Do Check Act)
A framework for process control
and improvement.
Kanban
A pull-based inventory
management system based on the
principle of just-in-time (JIT).
Cost of Quality
Cost of quality includes all costs incurred over the life of the product by investment in preventing non-conformance to
requirements and ensuring that the product conforms to requirements.[2]
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Aim of this process is to identify the standards and determine the work to be done to meet these standards.
An understanding of planning quality management may be useful while answering the exam.
Exam Tips
12
Exam Tips
13
Understanding characteristics of quality assurance tools and techniques may be useful while
answering the exam.
Copyright 2014, Simplilearn, All rights reserved.
Control Quality
Control Quality is the process of monitoring and recording results of executing the quality activities to assess
performance and recommend necessary changes. [5] It is part of the Monitoring and Controlling Process Group.
Verified deliverables
Deliverables
Work performance data
Quality metrics
Quality checklists
Work performance
information
Control Quality
Approved change
requests
Change requests
Organizational process
assets updates
Project documents
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Quality control
measurements
Organizational process
assets
Legend
Input
Output
Tools & Techniques
Monitoring & Controlling
Validated changes
Statistical sampling
Project documents
updates
Inspection
Approved change
requests review
Copyright 2014, Simplilearn, All rights reserved.
15
You wrapped up a project 4 months ago that produced parts for an automotive companys special
initiative. Managing the project went well because your parts consistently met your quality metrics,
fitness for use tests and passed all control charts. There was no indication of issues with quality and
grade that would prompt a need for change. Part of your shipping process is to conduct a quick
inspection and test of a sample of parts prior to shipping to the customer to ensure there are no
issues. Unfortunately, the last shipment does not pass the test and the results could be a safety issue
to the customer and their final customer. What should you do?
Business ScenarioSolution
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Although you are no longer working on the project, you are still responsible for the outcome of the
project to the stakeholders. Therefore, the first thing to do is to meet with the sponsor of the
project so the customer can be informed. In an attempt to minimize non-conformance costs and its
impact, a recall of all parts needs to be executed. Then the team needs to be reassembled to
evaluate the failed test and find out the root cause of the failure and then its effect by using the
fishbone diagram. This will help the team determine how to move forward in terms of corrective
action.
Control Charts
Pareto Diagram
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Flowcharting
Check Sheets
Histogram
Scatter Diagram
Control Charts
Control chart helps to determine if the process is within
acceptable limit.
3
1
4
on track.
Control Chart
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Exam Tips
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Fishbone Diagram
Practice Cause and effect diagram for various business scenarios. This will be useful while answering
Cause and effect diagram based questions.
Copyright 2014, Simplilearn, All rights reserved.
Flowcharting
Flowcharts are graphical representations that show how a process or system flows from beginning to end, and how the
elements interrelate.
They represent the process and help analyze where the problems occur.
Customer
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Histogram
Histogram is a vertical bar chart showing the
frequency of occurrence of a particular variable.
Histogram
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Pareto Diagram
Pareto diagrams are vertical bar charts that identify the
critical few from the uncritical many.
Pareto Diagram
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Check Sheets
Check sheets, also known as tally sheets, are checklists
used for collecting data.
Defect
Descri
ption
Process
2
Process
3
Process
4
Total
Defect
1
||||
|||
||||
13
Defect
2
||
|||
||
||||
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Defect
3
||
|||
||
||
Defect
4
|||
||
||||
|||
12
Total
11
11
14
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Check Sheet
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Scatter Diagram
Scatter diagram tracks two variables to see if they are
correlated or have no relationship.
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Six Sigma
The concept of Six Sigma is used to produce near defect free products
and services consistently.
The line corresponding to the top of the bell curve is the median of
the data sample.
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One Sigma above and below the mean covers 68% data.
Six Sigma
A tire manufacturing company produces 100,000 units per day. Generally, random samples of these units
are verified to ensure they are defect free.
Thickness of the tires is a parameter to measure defects. A tire with thickness more or less than 10mm is
considered to be defective. If the actual thickness of all the 100,000 tires are plotted on a graph, normal
distribution or bell curve is obtained.
One standard deviation from the mean covers 68% of the data, i.e., 68,000 tires lie within one standard
deviation of the mean. If the company operates at Six Sigma level, there would be only three defects out
of a million tires manufactured as 99.999966% of the data would be covered.
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Quiz
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QUIZ
1
Which of the following tools and techniques is most likely used in quality assurance?
a.
Fishbone diagram
b. Flowchart
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c.
Inspection
d.
Process analysis
QUIZ
1
Which of the following tools and techniques is most likely used in quality assurance?
a.
Fishbone diagram
b. Flowchart
c.
Inspection
d.
Process analysis
Answer: d.
Explanation: Inspection is a quality control tool. Flowchart and Fishbone diagrams are part of the seven
basic quality tools which are tools and techniques used for planning and control. Process analysis is used in
quality assurance, which focuses on the process rather than the product.
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QUIZ
2
The management wants to ensure that a project is following defined quality standards. Which of the
following should be used by the management?
a.
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c.
Statement of work
d.
Quality audit
QUIZ
2
The management wants to ensure that a project is following defined quality standards. Which of the
following should be used by the management?
a.
Statement of work
d.
Quality audit
Answer: d.
Explanation: A quality audit periodically reviews quality management activities and assures that the project
deliverables meet the expected quality standards.
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QUIZ
3
As a project manager, which would you give the highest priority: quality, cost, or schedule?
a.
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c.
d.
QUIZ
3
As a project manager, which would you give the highest priority: quality, cost, or schedule?
a.
d.
Answer: a.
Explanation: Since quality, cost, and schedule are part of the project constraints, they are equally
important. However, depending on the specific circumstances of the project, one may take precedence over
the others.
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QUIZ
4
A project manager is encountering numerous problems on his project. He wants to identify the root
causes of the problems so he can focus his attention on those causes. Which of the following tools
should he use?
a.
Fishbone diagram
b. Control chart
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c.
Pareto diagram
d.
Histogram
QUIZ
4
A project manager is encountering numerous problems on his project. He wants to identify the root
causes of the problems so he can focus his attention on those causes. Which of the following tools
should he use?
a.
Fishbone diagram
b. Control chart
c.
Pareto diagram
d.
Histogram
Answer: a.
Explanation: Fishbone diagram tool specifically helps in understanding the root cause of the problems.
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QUIZ
5
As a project manager, you are ensuring that quality standards are followed on your project. In which
process are the quality standards identified?
a.
b. Collect Requirements
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c.
d.
QUIZ
5
As a project manager, you are ensuring that quality standards are followed on your project. In which
process are the quality standards identified?
a.
b. Collect Requirements
c.
d.
Answer: c.
Explanation: Plan Quality Management defines what quality standards should be chosen for the project
and how to satisfy them.
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QUIZ
6
a.
Quality Training
b. Cost of rework
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c.
Warranty cost
d.
Scrap
QUIZ
6
a.
Quality Training
b. Cost of rework
c.
Warranty cost
d.
Scrap
Answer: a.
Explanation: Training helps to increase productivity and reduces the probability of errors occurring, i.e.,
helps in prevention. Hence, it can be classified as the cost of conformance.
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Summary
Here is a quick recap of
what was covered in
this lesson:
A project is said to meet quality expectations, when all the project requirements agreed
in the beginning of the project are met, and the resulting product is usable
Quality management includes creating and following policies and procedures that meet
Quality planning defines the standards, templates, policies, and procedures; quality
assurance determines if the project is complying with the policies and procedures;
quality control measures specific project results against standards
Plan Quality Management, Perform Quality Assurance, and Control Quality are the three
Project Quality Management processes
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Seven basic quality tools are used to plan and achieve the desired levels of quality
At Six Sigma level, there would be only three defects out of a million units manufactured
Thank You
CAPM & PMBOK are registered trademarks of the Project Management Institute, Inc.
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References
[1] Definitions taken from the Glossary of the Project Management Institute, A Guide to the Project Management Body
of Knowledge, (PMBOK Guide) Fifth Edition, Project Management Institute, Inc., 2013.
[2] Adapted from Project Management Institute, A Guide to the Project Management Body of Knowledge, (PMBOK
Guide) Fifth Edition, Project Management Institute, Inc., 2013, Page 235.
[3] Project Management Institute, A Guide to the Project Management Body of Knowledge, (PMBOK Guide) Fifth
Edition, Project Management Institute, Inc., 2013, Page 231.
[4] Project Management Institute, A Guide to the Project Management Body of Knowledge, (PMBOK Guide) Fifth
Edition, Project Management Institute, Inc., 2013, Page 242.
[5] Project Management Institute, A Guide to the Project Management Body of Knowledge, (PMBOK Guide) Fifth
Edition, Project Management Institute, Inc., 2013, Page 248.
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