Upload
vukhanh
View
225
Download
0
Embed Size (px)
Citation preview
CH ( 8 ) Quality Management 2
2
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.
CH ( 8 ) Quality Management 3
3
What is the process of quality management?
Plan Quality Management
Manage Quality
Control Quality
CH ( 8 ) Quality Management 4
4
What are the key outputs of the plan quality Management
process?
Quality management plan
Quality metrics
Updates to project management plan and project documents
CH ( 8 ) Quality Management 5
5
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
CH ( 8 ) Quality Management 6
6
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
CH ( 8 ) Quality Management 7
7
What is the definition of quality?
The degree to which the project fulfills
requirements
CH ( 8 ) Quality Management 8
8
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
CH ( 8 ) Quality Management 9
9
What does gold plating mean?
Adding extra items and services to customer
deliverables that do not necessarily contribute
added value or quality
CH ( 8 ) Quality Management 10
10
Why is ‟ Prevention over inspection ˮ
important?
Because the cost of avoiding or preventing
mistakes is much less than the cost of
correction them
CH ( 8 ) Quality Management 11
11
What does continuous improvement
involve?
Continuous improvement involves
continuously looking for ways to improve
the quality of work, processes, and
results
CH ( 8 ) Quality Management 12
12
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
CH ( 8 ) Quality Management 13
13
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
CH ( 8 ) Quality Management 14
14
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
CH ( 8 ) Quality Management 15
15
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
CH ( 8 ) Quality Management 16
16
What are the impacts of poor quality?
Increased costs
Decrease profits
Low morale
Low customer satisfaction
Increased risk
Rework
CH ( 8 ) Quality Management 17
17
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
CH ( 8 ) Quality Management 18
18
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
CH ( 8 ) Quality Management 19
19
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
CH ( 8 ) Quality Management 20
20
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
CH ( 8 ) Quality Management 21
21
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
CH ( 8 ) Quality Management 22
22
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
CH ( 8 ) Quality Management 23
23
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
CH ( 8 ) Quality Management 24
24
What are quality metrics?
Specific measures of quality that the project
manager uses to determine how the project is
performing
CH ( 8 ) Quality Management 25
25
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
CH ( 8 ) Quality Management 26
26
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
CH ( 8 ) Quality Management 27
27
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
CH ( 8 ) Quality Management 28
28
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)
CH ( 8 ) Quality Management 29
29
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
CH ( 8 ) Quality Management 30
30
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
CH ( 8 ) Quality Management 31
31
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
CH ( 8 ) Quality Management 32
32
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
CH ( 8 ) Quality Management 33
33
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
CH ( 8 ) Quality Management 34
34
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
CH ( 8 ) Quality Management 35
35
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
CH ( 8 ) Quality Management 36
36
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
CH ( 8 ) Quality Management 37
37
What does a scatter diagram show?
The relationship between two variables and the
quality of the results