introduction to project management - uwi st. augustine proj... · quality within project management...
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© 2008 Prentice Hall 8-1
Introduction to Project
Management
Chapter 8
Managing Project Quality
Information Systems Project Management: A Process and Team Approach, 1e
Fuller/Valacich/George
© 2008 Prentice Hall 8-2
Quality
• According to PMBOK, project quality is defined
as “the degree to which a set of inherent
characteristics fulfill requirements.”
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Importance of Quality
• Determined by industry or tolerance for error
• Critical: health or safety related
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Quality Within Project Management
• Required in all stages
– Initiation and closure
• Goals and level of achievement (lessons learned)
– Planning
• Determine ways to control quality
– Execution and control
• Feedback mechanisms to monitor and adjust
© 2008 Prentice Hall 8-5
Quality
• Can Be Applied To:
– The project team
• Sets performance expectations
– Processes
• Identifies ways to control quality
– Success level
• Allows team to determine the level of quality attainment
© 2008 Prentice Hall 8-6
Pioneers in Quality Management
• Deming
– 14 points of quality
• Juran
– Pareto Principle (80/20 rule)
• Crosby
– 4 absolutes of quality management
• Ishikawa
– Cause and effect diagram (Fishbone diagram)
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Crosby: Four Absolutes of
Quality Management
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Balanced Scorecard
• Developed by Kaplan & Norton
• 4 views of organizational activity
– Learning and Growth
– Business Process
– Customer
– Financial
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Quality Standards
• ISO9000 – Quality management focus
• Customer quality requirements
• Regulatory requirements
• Enhance customer satisfaction
• Continual improvement
– www.iso.org
• Six Sigma – To achieve Six Sigma, a process must not produce
more than 3.4 defects per million opportunities
– Champion, Master Black Belt, Black Belt, Green Belt proficiency designations
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Certificates/Awards• Baldridge National Quality Program
– Designed to encourage organizations increase their
competitiveness by focusing on:
• Delivering ever improving value to customers
• Improving overall organizational performance
– http://www.quality.nist.gov/
• Total Quality Management (TQM)
– A description of the culture, attitude, and organization
of a company that strives to provide customers with
products and services that satisfy their needs
– Emphasizes processes being done right the first time
and defects and waste eradicated from operations
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IS/IT Quality
• Where do you focus?
• How do you measure?
• What is the return on investment?
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Quality Planning
• Quality planning
– The process of identifying relevant quality standards
and developing a plan to ensure the project meets
those standards
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PMBOKProject Quality Management Inputs, Tools,
and Outputs
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PMBOK Required Inputs, Tools and Techniques
Used, and Resulting Outputs During Quality
Planning
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Quality Planning – Inputs
• Enterprise factors
– Government regulations
– Standards or rules specific to organization’s product
or service
• Organizational process assets
– Quality policies/procedures/guidelines
– Lessons learned
• Project scope statement
• Project management plan
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Quality Planning – Techniques
• Cost/benefit analysis
– An evaluation of the costs and benefits of alternative
approaches to a proposed activity to determine the
best alternative
• Benchmarking
– Study of a competitor’s product or business practices
in order to improve the performance of one’s own
company
• Capability Maturity Model (CMM)
– Used to determine an organization’s capability with
respect to best practices within a specific industry
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Capability Maturity Model
Quality Planning – Techniques (cont.)
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Quality Planning – Techniques (cont.)
• Design of experiments
– Application of selected statistical techniques to test
the efficiency of certain project management
approaches by testing factors that may influence a
specific variable
– http://www.isixsigma.com/library/content/c030106a.as
p
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• Cost of quality analysis (COQ)
– Cost to improve or ensure quality measures, as well
as the cost associated with a lack of quality
– http://www.isixsigma.com/dictionary/Cost_Of_Quality-
497.htm
Quality Planning – Techniques (cont.)
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Types of Quality Costs
Types of Cost Examples
Cost of conformance
Prevention costs Costs of training staff in design methodologies
Appraisal costs Code inspection and testing
Cost of non-conformance
Internal failure costs Costs of rework in programming
External failure costs Costs of support and maintenance
© 2008 Prentice Hall 8-21
Reducing Software Quality Costs
• Avoiding any failure costs by driving defects to
zero
• Investing in prevention activities to improve
quality
• Reducing appraisal costs as quality improves
• Continuously evaluating and altering preventive
efforts for more improvement
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Quality Planning – Outputs
• Quality management plan
– A plan specifying how quality measures will be
implemented during a project
• Quality metrics
– Operational definitions of specific, processes, events,
or products, as well as an explanation of how they will
be measured in terms of quality
• Quality checklists
– Tools used to ensure that a specific set of actions has
been correctly performed
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Quality Planning – Outputs (cont.)
• Process improvement plan
– A plan specifying how to identify wasteful and non-
value added activities
• Quality baseline
– The basis for which project quality is measured and
reported
• Updates to project management plan
– Incorporation of quality management plan outputs into
project management plan
© 2008 Prentice Hall 8-24
Quality Assurance
• The process of ensuring that the project meets
the quality standards outlined during the quality
planning phase
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PMBOK Required Inputs, Tools and Techniques
Used, and Resulting Outputs
During Quality Assurance
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Quality Assurance – Inputs
• Quality management plan
• Quality metrics
• Process improvement plans
• Work performance information
• Approved change requests
• Quality control measures
• Implemented – change requests
– corrective actions
– defect repairs
– preventive actions
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Quality Assurance –
Tools & Techniques
• Quality planning tools and techniques can be
applied
• Quality audits
– Structured and independent review activities
designed to review other quality management
procedures and to identify potential lessons learned
• Process analysis
– Examines how a process is performed
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Quality Assurance – Outputs
• Requested changes
• Recommended corrective actions
• Updates to organizational process assets
• Updates to the project management plan
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Quality Control
• The monitoring of project activities in order to
determine if specified quality standards are
being met
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PMBOK Required Inputs, Tools and Techniques
Used, and Resulting Outputs During Quality
Control
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Quality Control – Inputs
• Quality management plan
• Quality metrics
• Quality checklists
• Organizational process assets
• Work performance information
• Approved change requests
• Deliverables
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Work Performance Information
• Status summaries of:
– Project deliverables
– Any collected performance measures
– Implemented changes from the original project
management plan
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Quality Control –
Tools & Techniques• Cause and effect diagrams (Ishikawa)
• Control charts
• Pareto charts
• Flowcharts
• Histogram
• Run chart
• Scatter diagram
• Statistical sampling
• Inspection review
• Defect repair review
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Ishikawa (fishbone) Diagram
Sample
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Control Chart Sample
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Pareto Chart
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Quality Control – Outputs
• Quality control measurements
• Validated defect repair
• Updates to the quality baseline
• Recommended correction actions
• Recommended preventative actions
• Requested changes
• Recommended defect repair
• Updates to organizational process assets
• Validated deliverables
• Updates to project management plan
© 2008 Prentice Hall 8-38
Questions?