Project Quality Management

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Questions and Answers

Which of the following statements is the MOST accurate regarding the relationship between project constraints and quality?

  • Quality is independent of time, cost, and scope constraints and should be managed separately.
  • Quality inherently supersedes time, cost, and scope, as a higher quality product justifies potential delays or cost overruns.
  • Quality is a fourth, equally important constraint alongside time, cost, and scope, requiring balanced consideration. (correct)
  • Quality is secondary to time, cost, and scope; trade-offs should always favor meeting these constraints first.

Investing in prevention and appraisal costs related to quality invariably leads to a decrease in customer satisfaction due to the increased focus on internal processes.

False (B)

Explain how focusing on quality can lead to increased competitiveness for an organization.

Focusing on quality leads to increased competitiveness through a combination of factors, including enhanced customer satisfaction, reduced costs due to efficient processes and less waste, increased profits from higher sales and returns, and an overall improved brand reputation.

The costs associated with addressing defects discovered after the product or service has been delivered to the customer are known as ______ failure costs.

<p>external</p> Signup and view all the answers

Match the quality-related action with its likely effect on a project or organization:

<p>Ignoring customer feedback = Loss of Customers Investing in employee training for quality control = More Capable Workers Implementing rigorous testing procedures = Better Products Focusing solely on minimizing immediate costs = Loss of Business</p> Signup and view all the answers

According to Juran's definition, which of the following statements accurately contrasts the two facets of quality?

<p>Meeting customer needs through enhanced features inherently costs more, while ensuring freedom from failures is a cost-effective approach. (C)</p> Signup and view all the answers

The PMI® and ISO 9000 definitions of quality diverge significantly, with PMI focusing on exceeding requirements and ISO 9000 emphasizing basic compliance.

<p>False (B)</p> Signup and view all the answers

Explain how 'delighting customers' extends beyond merely providing a usable product, relating it to the broader concept of quality management.

<p>Delighting customers involves exceeding their expectations, fostering loyalty and positive word-of-mouth, which goes beyond just meeting basic needs and contributes to total customer satisfaction.</p> Signup and view all the answers

Achieving quality through 'doing it right the first time' primarily aims to minimize ______ and enhance efficiency.

<p>waste</p> Signup and view all the answers

Match each element with its impact on project quality:

<p>Perfection = Can lead to overspending and delays without adding significant value. Consistency = Ensures predictability and reliability in project outputs. Eliminating Waste = Reduces costs and enhances efficiency. Compliance with Policies and Procedures = Maintains standards and reduces errors.</p> Signup and view all the answers

Which of the following best describes the broader implications of 'total customer service and satisfaction' in the context of project quality management?

<p>It involves managing every aspect of the customer's experience to ensure all needs and expectations are met or exceeded. (C)</p> Signup and view all the answers

In the context of project quality, which approach aligns with minimizing costs?

<p>Ensuring freedom from failures and errors. (D)</p> Signup and view all the answers

In the context of project management, how does prioritizing quality influence cost and schedule when processes are of high quality?

<p>Potential for cost reduction and accelerated schedules through efficient processes. (D)</p> Signup and view all the answers

A company focusing solely on feature-rich and aesthetically pleasing products inherently achieves high quality.

<p>False (B)</p> Signup and view all the answers

Explain why a project manager should never compromise on quality, even when facing triple constraint pressures.

<p>Compromising quality leads to rework, dissatisfied customers, and long-term damage that far outweighs short-term gains.</p> Signup and view all the answers

Investing in ________ costs helps a project to avoid recurring ________ costs, leading to better products and more capable workers.

<p>prevention, failure</p> Signup and view all the answers

Match the category of quality cost with its description.

<p>Prevention Costs = Costs incurred to prevent defects from occurring. Appraisal Costs = Costs incurred to detect defects before they reach the customer. Internal Failure Costs = Costs incurred to correct defects discovered before the product reaches the customer. External Failure Costs = Costs incurred to correct defects discovered after the product reaches the customer.</p> Signup and view all the answers

What makes quality 'counterentropic'?

<p>Quality requires constant work and management to combat entropy. (C)</p> Signup and view all the answers

Increased appraisal costs always lead to a proportional decrease in external failure costs.

<p>False (B)</p> Signup and view all the answers

How can a company quantify the impact of 'loss of customers' due to poor quality, even if the exact number is unknowable?

<p>Track metrics like customer churn rate, negative reviews, decreased repeat purchases, and lost referrals to estimate financial impact.</p> Signup and view all the answers

The project triple constraint consists of scope, ________, and ________, all of which are equally important, alongside ________.

<p>cost, time, quality</p> Signup and view all the answers

Which of the following best describes the long-term financial impact of consistently investing in prevention and appraisal activities?

<p>Eventual cost savings as failure costs decrease due to improved quality. (D)</p> Signup and view all the answers

Flashcards

Customer Satisfaction (Quality)

Meeting or exceeding customer requirements and expectations.

Reduced Costs (Quality)

Waste reduction, process efficiency, and better supplies.

Increased Profits (Quality)

Increased sales and better return on investment.

Increased Competitiveness (Quality)

Enhanced ability to compete in the market.

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Internal Failure Costs

Costs associated with failures detected before delivery to the customer.

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Quality (Juran)

Features that meet customer needs and provide satisfaction, or freedom from failures and errors.

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Quality (PMI & ISO)

The degree to which inherent characteristics fulfill requirements.

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Defining Qualities

Meeting customer needs, eliminating waste, and doing it right the first time.

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Project Quality

Degree to which the project's characteristics fulfills the project's requirements.

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Customer Satisfaction

Customer satisfaction is the most important part of quality management

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Quality Management Focus

Quality management is about preventing failure, not fixing them.

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Why Quality is Involved

Quality is involved to ensure the project meets requirements, satisfies customers, prevents defects, and minimizes waste.

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Quality: Natural or Managed?

Quality is not naturally occurring; it requires effort and management.

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Quality in Triple Constraint

Time, cost, scope, and quality are equally important constraints in project management; quality should never be sacrificed.

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What is quality?

Quality is not just about expensive processes or products; it's about meeting requirements.

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Failure Effects

Examples include dissatisfied customers, loss of business/revenue and job losses.

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Prevention Costs

Costs incurred to prevent defects from occurring (e.g., quality planning, training).

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Appraisal Costs

Costs incurred to assess the quality of products or processes (e.g., inspections, testing).

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In-process Inspection

Finding and correcting mistakes during the production process.

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Prevention & Appraisal Effects

Focus on prevention and appraisal leads to better products, processes, and customer satisfaction.

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Study Notes

Project Quality Management

  • Project quality management encompasses quality of both project and resulting product.
  • The goal is to provide tools and principles to enhance project performance and improve customer satisfaction.

Course Objectives

  • Understand the evolution and goals of quality management.
  • Understand the importance of customer satisfaction in project success.
  • Understand the project quality framework to guide quality efforts.
  • Understand basic quality tools that can be applied to projects.
  • Gain the ability to manage and execute project quality functions.
  • The course focuses on practical application of quality in projects.
  • Project quality includes both product quality and project processes..
  • Provides the means to apply quality principles and tools to achieve better project performance and greater customer satisfaction..

Defining Quality

  • Quality, according to Juran, means "fitness for purpose".
  • Meeting customer needs with features increases satisfaction but also costs.
  • Avoiding failures and errors reduces rework, dissatisfaction, and claims, ultimately costing less
  • PMI defines quality as the degree to which inherent characteristics fulfill requirements.
  • ISO 9000 defines quality is the extent characteristics fulfill requirements.
  • Quality can be related to: Perfection, fast delivery, a usable product, consistency, eliminating waste and doing it right the first time.
  • Quality includes pleasing customers, comprehensive customer service and satisfaction, and policy compliance

Quality Involvement

  • Quality impacts products by minimizing defects
  • Quality impacts processes, customers, and systems.

Quality and Profitability

  • Improved design quality and process quality both enhances profitability.
  • High quality translates into higher perceived value and higher prices.
  • High quality leads to increased market share and more revenues, resulting in greater profitability
  • Better quality also lowers manufacturing and service costs
  • Quality does not happen by chance; quality is counterentropic.
  • Quality is a result of management and hard work.

Quality and the Triple Constraint

  • A project has triple constraints: time, cost, and scope.
  • Project managers balance time, cost, and scope to achieve project goals.
  • Quality is a fourth, and equal consideration and project managers are not meant to make trade-offs on quality.
  • Quality influences products, costs, and schedules.

What Quality is Not

  • Quality is not an expensive process, "free", expensive product and is not just about features or appearance.
  • Sufficient time is needed, there is never time to do it right, but always enough time to do it over.

Cost of Quality

  • Failure costs should be avoided through prevention and appraisal.
  • Internal failure results in scrap, rework, and administrative costs.
  • External failure includes repairs, recalls, liability claims, complaints, and loss of customers.
  • Prevention includes planning, audits, control, reviews, and training.
  • Appraisal activities includes inspection of supplies, in-process products, final products and testing.

Prevention and Appraisal Effects

  • Prevention and appraisal can lead to better products, processes, more capable workers and satisfied customers.
  • Prevention and appraisal costs return over time; failure costs occur frequently

Quality Benefits

  • Customer satisfaction is achieved by meeting and exceeding requirements and expectations, resulting in greater perceived value.
  • Reduced costs come from less waste, efficient processes, and better supplies.
  • Profits increase with better sales and returns.
  • It drives increased competitiveness.

Summary

  • Quality impacts products, defects, processes, customers, and systems.
  • Quality is the inherent characteristics of a product, system, or process that fulfills customer needs and other interested parties.
  • Effects of failure include: dissatisfied customers, loss of customers, loss of business, revenue, and failure of an organization.
  • The cost of quality includes: internal and external failure to conform to specifications (recurring costs) or prevention and appraisal of nonconformance (investments, recurring benefits)
  • Quality benefits include customer satisfaction, reduced costs, increased profits, and increased competitiveness.
  • Effects of prevention and appraisal include better products, processes, more-capable workers and satisfied customers.

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Project Quality Management Chapter 1 - Durham College

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