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CH (8)

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Quality Management

CH ( 8 ) Quality Management 2

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Introduction This knowledge area requires you to understand three processes, as

described in the book PMP® : Plan Quality Management, Manage

Quality, and Control Quality.

Make sure you are familiar with the tools and techniques of quality

management. If other departments are doing that work, you need to

understand how their results impact your project.

If you are trained in quality, bear mind that the approach tested on the

exam may differ from what you are used doing.


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What is the process of quality management?

Plan Quality Management

Manage Quality

Control Quality


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What are the key outputs of the plan quality Management

process?

Quality management plan

Quality metrics

Updates to project management plan and project documents


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What are the key outputs of the Manage Quality Process?

Test and evaluation documents

Quality reports

Quality requests

Updates to project management plan and project updates


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What are the key outputs of the control quality

process?

Quality control measurements

Validated changes

Work performance information

Updates to project management plan and project documents

Change requests

Verified deliverables


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What is the definition of quality?

The degree to which the project fulfills

requirements


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How does quality differ from grade?

Whereas quality is the degree to which a

project (or deliverable)

Fulfills requirements, grade refers to a general

category or classification of a deliverable or

resource that indicates common function, but

varying technical specifications


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What does gold plating mean?

Adding extra items and services to customer

deliverables that do not necessarily contribute

added value or quality


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Why is ‟ Prevention over inspection ˮ

important?

Because the cost of avoiding or preventing

mistakes is much less than the cost of

correction them


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What does continuous improvement

involve?

Continuous improvement involves

continuously looking for ways to improve

the quality of work, processes, and

results


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How much inventory is maintained in a just in

time (JIT) environment?

How does this affect attention to quality?

Little inventory is maintained

If forces attention to quality as well as schedule


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Who has responsibility for quality on a project?

Although team members must inspect their own

work, the project manager has the ultimate

responsibility for quality


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What are some tools and techniques that are

used in plan quality management process?

Interviews

Brainstorming and benchmarking

Decision-making

Cost-benefit analysis

Cost of quality (COQ)

Logical data models

Matrix diagrams

Mind mapping

Flowcharts

Test and inspection planning

Meetings


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Define benchmarking?

Define cost-benefit analysis?

- Benchmarking: comparing your project to other projects or

organizations to establish quality metrics, acceptable variance

ranges, and measure quality

- Cost-benefit analysis: comparing the costs of an effort to the

benefits of that effort


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What are the impacts of poor quality?

Increased costs

Decrease profits

Low morale

Low customer satisfaction

Increased risk

Rework


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What does the cost of quality (COQ) do?

Ensures the project is not spending too much to achieve a particular level of

quality

What are examples of costs of conformance and costs of nonconformance?

Costs of conformance:

Quality training

Studies

Measuring quality of interim deliverables

Surveys


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What are examples of costs of conformance and costs of nonconformance?

Costs of conformance:

Quality training

Studies

Measuring quality of interim deliverables

Surveys

Efforts to ensure everyone knows the processes to use to complete their work

Costs of nonconformance:

Rework

Scrap

Inventory costs

Warranty costs

Lost business


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What are costs of nonconformance associated with?

Which should be greater, the costs of conformance or

nonconformance?

Costs of nonconformance are associated with poor quality

The costs of conformance should be less than the costs of

nonconformance


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What is marginal analysis?

An analysis focused on finding the point at which

the benefits or revenue to be received from

improving quality equals the incremental cost to

achieve that quality


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What is a logical data model?

It contains a description of the quality needs of the

project and is used to understand the requirements,

clarify business rules, and define processes


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What does a flowchart show?

How a process or system flows from beginning to

end, how the elements interrelate, alternative

paths the process can take, and how the process

translates inputs into outputs


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What is the purpose of test and inspection

planning?

For the team to determine how it will confirm

that the requires level of quality has been

achieved in the completion of project

deliverables, and how the deliverable will be

evaluated for performance and reliability


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What are quality metrics?

Specific measures of quality that the project

manager uses to determine how the project is

performing


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What are some of the tools and techniques used in the manage quality

process?

Checklists

Cause-and-effect diagrams

Histograms

Scatter diagrams

Document analysis

Alternatives analysis

Process analysis

Root cause analysis

Multicriteria decision analysis

Flowcharts

Affinity diagrams

Audits

Design for X

Problem-solving


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What is design of experiments?

A technique that allows you to systematically

change the important factors in a process and see

which combinations have an optimal impact on

the project deliverables

What is the purpose of failure analysis?

It analyzes failed components of deliverables, or

failed processes to determine what led to that

failure


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What does mutual exclusivity mean?

Two events are said to be mutually exclusive if they

cannot both occur in a single trial (for example,

flipping a coin once cannot result in both a head

and a tail)

In what form is probability usually expressed?

As a decimal or fraction


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What is a normal distribution curve?

A bell-shaped frequency distribution curve used to measure

variation

This is the most common probability density distribution chart

What is statistical independence?

The probability of event‟ B ˮ occurring does not depend on event

‟Aˮ occurring (for example, the probability of rolling a six on a die is

statistically independent from the probability of getting a five on the

next roll)


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What does sigma signify in a process?

What's another name for sigma?

It is a measure of how far you are from the mean

(not the median)

Standard deviation


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Name some control quality tools and techniques.

Checklists and checksheets Meetings

Statistical sampling

Questionnaires and surveys

Performance reviews

Root cause analysis

Inspection

Control charts

Cause-and-effect diagrams

Histograms

Scatter diagrams


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What is a quality checklist?

A list of items to inspect, a list of steps to perform, or a picture

of an item to be inspected, with space to note any defects

found

How does a check sheet differ from a quality checklist?

Although a check sheet is a type of checklist, its primary

purpose is to keep track of data

In control quality, checklists are used to determine that all

required features and functions are included, and that they

meet acceptance criteria


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What is statistical sampling?

Inspecting by testing only part of a population (a statistically valid

sample)

What is a control chart?

What are control limits?

Control charts are used in control quality to help determine if the

results of a process are within acceptable limits

Control limits are the acceptable range of variation on a control chart


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What are the specification limits on a control chart?

What is a mean on a control chart?

Specification limits: the customers' expectations or

contractual requirements for performance and quality on

the project

Mean: the average, the middle of the range of acceptable

variation


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How do we define a process as statistically out of control?

What does out of control mean?

A data point falls outside the upper or lower control limit

There are nonrandom data points; these may be within the upper and lower

control limits

What is the rule of seven?

What does it signify?

It refers to a group or series of nonrandom data points that total seven on one

side of the mean

The rule of seven tells you that, although none of these points are outside of

the control limits, they are not random and the process is out of control


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What is an assignable cause/special cause variation?

An assignable cause or special cause variation signifies

that a process is out of control

If there is an assignable cause or special cause variation,

it means a data point, or a series of data points, requires

investigation to determine the cause of the variation


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What is a cause-and- effect diagram?

A graphical tool that helps determine the possible

root causes of a problem

It is also called a fishbone, Ishikawa, or why-why

diagram


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What does a scatter diagram show?

The relationship between two variables and the

quality of the results

The End Thank You

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