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Project ManagementChapter 9Project Quality Management
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Project quality management• Understand the Quality Management Cycle• Understand the stages in Quality Management• Identify and explain quality management models & tools• Look at how it applies to projects D
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Project quality managementProject management is dependent on 3 variables
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time
costquality
What does ‘quality’ mean?• Fit for purpose• Meeting or exceeding customer
expectations……• Ability of a product or service to satisfy
given needs• Right needs at the right time in
the right ways
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In a project management context?All 3 components must be considered and met…• Customer quality – does the product or service
give customers what they want (as measured by outcomes for service users – e.g. satisfaction surveys etc
• Professional quality – does the service meet customer need as defined by professionals (as per procedures and standards)
• Process quality – do the design and operation of the service process use resources in the most efficient way to meet customer requirements
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Quality Management includes:
Performance- doing the work & results achieved
Economy – measurement and regulation of inputs
Efficiency – doing things right Effectiveness – doing the right things Benchmarking - comparisons
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Quality Management Cycle
3 integrated stages of quality management
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quality design and specification
organising for quality
quality assessment
In order to achieve these stages, approaches such as TQM or continuous improvement can be used
Evolution of Quality Management
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Measure 100%, detect & remove
InspectionQuality
controlQuality
assurance
Quality
management
1980s 1990s 2000s
Sample, detecting and correct
Right first time – aim to ‘build in’ quality
Build in quality to the process & continuously improve
Quality Movement Gurus
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W Edwards Deming -the pioneer
Joseph Juran Genichi Taguchi Phil Crosby
Together they shifted the view that quality is something you check at the end to something that is an integral part of the process
Deming’s 14 points for quality management
1.create constancy of purpose for continual improvement of products/services
2.adopt the new philosophy for economic stability3.stop dependence on inspection for quality4.stop awarding business on the basis of price alone, work
with a single supplier 5.improve continuously every process for planning,
production and service6.institute training on the job7.adopt and implement modern methods of supervision and
leadership
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Deming’s 14 points for quality management8. eliminate fear9. break down barriers between departments and
individuals10. eliminate slogans, exhortations and targets11. eliminate numerical quotas for the workforce and
numerical goals for management12. remove barriers that prevent workmanship and eliminate
rating and merit systems13. institute a programme for education and self-
improvement for everyone14. put everyone to work to accomplish the transformation
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Managing Quality in Projects• The PM must communicate goals, make processes and resources
available which prioritise quality• The project outcome must satisfy the needs for which it was
undertaken and that includes product and process quality• Quality must be integrated into the planning process by setting
performance expectations and goals for individual team members• Set performance indicators to which measurable standards are
attached - standards represent minimum requirements.• Procedures defined must meet the needs of the project and its
customers for effective and efficient delivery of product or services
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Plus these 3 things……..• Ensure that projects are monitored continually.
Monitoring entails measuring performance consistently and providing ongoing feedback to team members on their progress towards reaching project milestones.
• Unacceptable performance can be identified and the problem can be addressed at an early stage - before it is too late!
• Planned progress meetings can be used to evaluate team members’ performance. The team members’ performance is rated against the standards set, as set out in the organisations performance appraisal system.
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Quality management tools
• ISO 9000-9004• Business Excellence Framework (BAQF)• European Foundation for Quality Management
(EFQM)• Customer service standards and citizens’
charters• Quality Awards• Learning organisation (self-assessment)• Total Quality Management (TQM)• The Balanced Scorecard
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Quality management culture
• A quality culture is essential to penetrate the whole organisation/team• empower their workforce to take decisions• hold them responsible for the results• reward their performance
• Incentive schemes are used to motivate and bonuses are based on corporate success
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Summary QuizQuality in projects should focus on
A. fitness for purpose?B. responsiveness to customer needs?C. conformance to project specification?
Project managers should focus on A. the integration of quality into project planning?B. monitoring systems? C. measuring performance?
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Summary QuizWhich of these aspects of quality is most important in a project?
A. Customer quality – does the product or service give customers what they want (as measured by outcomes for service users – e.g. satisfaction surveys etc
B. Professional quality – does the service meet customer need as defined by professionals (as per procedures and standards)
C. Process quality – do the design and operation of the service process use resources in the most efficient way to meet customer requirements
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