KEC Dhapakhel , Lalitpur

1. Project Quality Management KEC Dhapakhel, Lalitpur Pushpa Thapa

2. What is Quality?(ISO 8402-1986) “The totality of features and characteristics of a product or service that bear upon its ability to satisfy stated or implied needs.” Example: If an automobile company finds a defect in one of their cars and makes a product recall, customer reliability and therefore production will decrease because trust will be lost in the car's quality. Pushpa Thapa

3. Other experts define quality based on: • Fitness for purpose or use (Juran):A product can be used as it was intended. • Conformance to requirements (Crosby):The project’s processes and products meet written specifications. What the customer really needed Pushpa Thapa http://www.projectcartoon.com/cartoon/11920

4. Which is a Quality? • A high cost product or services? • What product or services that I am dreaming for? • What I require now?, or • Within the time and cost that I can afford, what I can have? Pushpa Thapa

5. Common misconceptions • Quality is difficult to define, but you can recognize it when you see it • Quality is expensive • Quality is craftsmanship • Quality is luxury • Quality is in short supply Pushpa Thapa

6. Project Quality Management • Project quality management ensures that the project will satisfy the needs for which it was undertaken. • Provide customers with they want • Customer agreed standard and specification • Predictable degree of reliability and uniformity • A suitable price for product or service • Project quality management must address both the management of the project and the product of the project. • If failure to meet quality requirements in either dimension can have serious negative consequences for any or all of the project stake-holders. Pushpa Thapa

7. Project Quality Management • Project quality management processes include: • Quality Planning: Identifying which quality standards are relevant to the project and how to satisfy them. • Quality Assurance: Periodically evaluating overall project performance to ensure the project will satisfy the relevant quality standards. • Quality Control: Monitoring specific project results to ensure that they comply with the relevant quality standards and identifying ways to eliminate causes of unsatisfactory performance. Pushpa Thapa

8. Who’s Responsible for the Quality of Projects? • Project managers are ultimately responsible for quality management on their projects. • Several organizations and references can help project managers and their teams understand quality. • International Organization for Standardization (www.iso.org) • Institute of Electrical and Electronics Engineers (www.ieee.org) Pushpa Thapa

9. Modern Quality Management • Modern quality management: • Requires customer satisfaction. • Prefers prevention to inspection. • Recognizes management responsibility for quality. • Noteworthy quality experts include Deming, Juran, Crosby, Ishikawa, Taguchi, and Feigenbaum. Pushpa Thapa

10. Quality Experts • Deming was famous for his work in rebuilding Japan and his 14 Points for Management. • Juran wrote the Quality Control Handbook and ten steps to quality improvement. • Crosby wrote Quality is Free and suggested that organizations strive for zero defects. • Ishikawa developed the concepts of quality circles and fishbone diagrams. • Taguchi developed methods for optimizing the process of engineering experimentation. • Feigenbaum developed the concept of total quality control. Pushpa Thapa

11. Basics of QA/QC program • QA/QC involves developing a “mind-set” on quality as an essential element to optimum and flawless performance. (American and Japanese mind set) • Assurance of quality is estimated to have been established in a project when standard practices and procedures of quality control are in-built as an integral part of the methods and procedures of project implementation within an organization. Pushpa Thapa

12. Quality Determinants Needs or Wants Human resource Specifications Finance Design Materials Production/Construction/Services quality Conformity Reliability Pushpa Thapa

13. Quality Management • All control and assurance activities instituted to achieve the quality established by the contract requirements. Pushpa Thapa

14. Total Quality Management (TQM) • Total – made up the whole • Quality – Degree of excellence a product or service provides • Management – Act, art or manner of handling, controlling, directing etc. Pushpa Thapa

15. Total Quality Management Basic approach • A committed management • Focused on customer • Involvement and utilization of the total work force • Continuous improvement • Treating suppliers as partners • Establish performance measures for each components/ persons Pushpa Thapa

16. Total Quality ManagementTools and Techniques • Bench marking • Information technology • Quality management systems • Environment management system • Quality function deployment (Customer requirements led design) Pushpa Thapa

17. Tools and Techniques • Quality by design • Failure mode analysis (Reliability) • Product liability • Total productive maintenance • Management tools • Statistical process control Pushpa Thapa

18. Improving IT Quality Management • Leadership that Promotes Quality • Develop Awareness on Cost of Quality • Focusing on Organizational influences and workplace factors • Following Maturity Models Pushpa Thapa

19. Maturity Model Maturity models are frameworks for helping organization improve their processes and systems – Software Quality Function Deployment model focuses on defining user requirements and planning software projects. – The Software Engineering Institute’s Capability Maturity Model provides a generic path to process improvement for software development. – Several groups are working on project management maturity models, such as PMI’s Organizational Project Management Maturity Model (OPM3) Pushpa Thapa

20. Project Management Maturity Model • (PMMM) is a formal tool developed by PM Solutions and used to measure an organization's project management maturity. • Once the initial level of maturity and areas for improvement are identified, the PMMM provides a roadmap, outlining the necessary steps to take toward project management maturity advancement and performance improvement. • Maturity model is used to map logical ways to improve an organization's service-particularly across the software industry • Maturity models are also used as a tool for research, as tools for assessment, and the linkage between improvements in maturity and increases in organizational performance. Pushpa Thapa

21. Five Maturity Level • Ad-Hoc: The project management process is described as disorganized, and occasionally even confused. The organization has not defined systems and processes, and project success depends on individual effort. There are chronic cost and schedule problems. • Abbreviated: There are some project management processes and systems in place to track cost, schedule, and scope. Project success is largely unpredictable and cost and schedule problems are common. • Organized: There are standardized, documented project management processes and systems that are integrated into the rest of the organization. Project success is more predictable, and cost and schedule performance is improved. • Managed: Management collects and uses detailed measures of the effectiveness of project management. Project success is more uniform, and cost and schedule performance conforms to plan. • Adaptive: Feedback from the project management process and from piloting innovative ideas and technologies enables continuous improvement. Project success is the norm, and cost and schedule performance is continuously improving. Pushpa Thapa

22. Quality Planning • Expected level of quality can only be achieved through necessary quality planning during project initiation. • Attributes of Quality Requirements • Completeness Criteria • Correctness Criteria • Usefulness Criteria Pushpa Thapa

23. Quality Assurance • Quality assurance includes all the activities related to satisfying the relevant quality standards for a project. • In developing products and services, quality assurance is any systematic process of checking to see whether a product or service being developed is meeting specified requirements. • Another goal of quality assurance is continuous quality improvement. Pushpa Thapa

24. Quality Assurance • The system to make certain the Quality Control is functioning and the specified end product is realized. • Benchmarking generates ideas for quality improvements by comparing specific project practices or product characteristics to those of other projects or products within or outside the performing organization. • A quality audit is a structured review of specific quality management activities that help identify lessons learned that could improve performance on current or future projects. Pushpa Thapa

25. Quality Control • Quality Control is part of quality management focused on fulfilling quality requirements (ISO 9000:2000) • A series of analytical measurements used to assess the quality of the analytical data (The “tools”) • The purpose of QC is to detect errors and correct them before patients’ results are reported Pushpa Thapa

26. Activities to be performed for QA/QC • Prepare a written QA organizational plan • Site, location or receivable planning • Identify training needs for clear understanding of QA/QC responsibilities among office and field staff • Review work loads and staffing needs Pushpa Thapa

27. QA/QC program for Design Phase • Use standard design criteria • Cost estimate • Contract packaging • Preparation of work schedule • Prepare standard contract document • Tendering process • Bid evaluation and award Pushpa Thapa

28. QA/QC program for Implementation Phase • Supervision and Quality Control • Progress reporting • Measurements and payments • Corrective actions • Training for Operation and Maintenance Pushpa Thapa

29. Quality Assurance plan • The quality control descriptions – acceptance/rejection • List of sources of materials • List of tests • Spot, sequence, activity and time for inspection Pushpa Thapa

30. ExerciseQuality assurance plan Pushpa Thapa

31. Quality Control Process Pushpa Thapa

32. Plan (What we are going to do?) • Identify the problem to be examined • Formulate a specific problem statement to clearly define the problem • Set measurable and attainable goals • Determine financial and personnel requirement, and the schedule • Identify stakeholders and develop necessary communication channels to communicate and gain approval Pushpa Thapa

33. Do ( Let’s do what we said!) • Identify who is responsible and affected • Develop procedures and tools to fulfill objectives and meet the plan • Develop and provide training relevant to the plan and the people involved and • Folllow the procedure, process and tools. Pushpa Thapa

34. Check(Have we met our expectations?) • Assess our performance • Determine if we met objectives and targets • Did things works as planned and expected • Identify any “root causes” and • Determine corrective actions. Pushpa Thapa

35. Act (Do we need any changes, Where do we go from here?) • Determine what, if anything, needs to be changed • Identity specific adjustments and • Determine if we stay with our current plan, or if we want to take on anything else. Pushpa Thapa

36. Quality Control Charts • A control chart is a graphic display of data that illustrates the results of a process over time. • The main use of control charts is to prevent defects, rather than to detect or reject them. • Quality control charts allow you to determine whether a process is in control or out of control. • When a process is in control, any variations in the results of the process are created by random events; processes that are in control do not need to be adjusted. • When a process is out of control, variations in the results of the process are caused by non-random events; you need to identify the causes of those non-random events and adjust the process to correct or eliminate them. Pushpa Thapa

37. Different Quality Charts • Control Charts • Flowcharting • Histogram • Pareto Chart • Run Chart • Scatter Diagram Pushpa Thapa

38. Control Chart Pushpa Thapa

39. Flowcharting Pushpa Thapa

40. Histogram Quality Chart Pushpa Thapa

41. Pareto Chart • Pareto Chart is a type of chart that contains both bars and a line graph, where individual values are represented in descending order by bars, and the cumulative total is represented by the line. • It’s a problem solving tool to help you decide where to focus your efforts. Pushpa Thapa

42. Pareto Chart Pushpa Thapa

43. Run Quality Chart Pushpa Thapa

44. Scatter Diagram Pushpa Thapa

45. Testing of IT Systems Unit Test • To test each individual component to ensure they are defect free as possible. Web Test • Series of HTTP request for testing websites Integration Testing • Occurs between unit and system testing to test functionally grouped components System Testing • Tests entire system as one entity Load Testing • Used for stress testing for various load setting, network type and client configurations User Acceptance Testing • Performed by the end user prior to accepting the delivered system Pushpa Thapa

46. Reference • Dr RajendraAdhikari, MSTIM, IOE, Project Management Lecture Slides Pushpa Thapa

47. Thank You Pushpa Thapa