Project Quality Management Chapter 1 - Durham College

PROJECT QUALITY MANAGEMENT Chapter 1: Introduction to Quality Professor: Kerisha Morris Pink Delivering Quality with a smile  The material presented in this module is based on: A Guide to the Project Project Quality Management Management Body of Knowledge...

PROJECT QUALITY MANAGEMENT Chapter 1: Introduction to Quality Professor: Kerisha Morris Pink Delivering Quality with a smile  The material presented in this module is based on: A Guide to the Project Project Quality Management Management Body of Knowledge Why, What and How, Second Edition By Kenneth H. Rose, PMP (PMBOK Guide) 2  Course Objectives ▪ Understand quality evolution and goals ▪ Understand the importance of customer satisfaction ▪ Understand the project quality framework ▪ Understand basic quality tools ▪ Gain ability to manage and perform project quality functions 3  Course Focus ▪ Project quality in practice Quality of the product Quality of the project ▪ Not a “theory” course ▪ Goal: Enable you to apply quality principles and tools to achieve better project performance and greater customer satisfaction 4  What IsQuality? Juran: “Fitness for purpose” “Features that meet customer needs” and thereby provide satisfaction (costs more) “Freedom from failures” or errors that require rework or result in field failures, customer dissatisfaction, or claims (costs less) (Source: Juran’s Quality Handbook, 6th Edition) 5  What IsQuality? PMI® view The degree to which a set of inherent characteristics fulfills requirements ISO 9000 The degree to which a set of inherent characteristics fulfills requirements 6  Defining Quality Perfection Fast delivery Providing a good, usable product Consistency Eliminating waste Doing it right the first time Delighting or pleasing customers Total customer service and satisfaction Compliance with policies and procedures 7  Why is Quality Involved? Products Defects Processes Customers Systems 8  Quality and Profitability Improved quality Improved quality of design of conformance Higher perceived Higher Lower value prices manufacturing and service costs Increased market Increased share revenues Higher profitability 9  Does Quality Come Naturally? Quality is counterentropic Not the natural order of things Aresult of hard work Management, not luck 10  Quality and Triple Constraint The project triple constraint Cost Time Time, cost, scope All are equal; PM does trade-offs to achieve project goals Quality Quality is a 4th among equals Quality products - scope Scope Quality processes - cost and schedule PM never, never, ever trades-off quality 11  Quality is Not; Expensive process ❖ “Quality is free” This Photo by Unknown Author is licensed under CC BY-SA Expensive product ❖ Features or appearance This Photo by Unknown Author is licensed under CC BY-SA This Photo by Unknown Author is licensed under CC BY-SA Time consuming ❖ Never enough time to do it right, always enough time to do it over This Photo by Unknown Author is licensed under CCBY-SA 12  Costof Quality Internal Failure & External Failure Cost Prevention Appraisal 13  Failure Costs Internal failure Scrap Rework Administrative costs (disposal, handling, accounting) External failure Repairs, recalls Liability costs Complaints and handling This Photo by Unknown Author is licensed under CCBY-ND Lossof customers (unknown and This Photo by Unknown Author is licensed under CC BY-ND unknowable) 14 ReworkIn Action 15  Failure Effects Dissatisfied customers Lossof customers Lossof business Lossof revenue Lossof jobs Failure of organization This Photo by Unknown Author is licensed under CC BY-ND 16  Prevention Costs Quality planning Quality audits Process planning and control Product reviews Supplier quality reviews Training 17  Appraisal Costs Inspection of supplies In-process product inspection Final product inspection Testing This Photo by Unknown Author is licensed under CC BY-ND 18 In-processInspection to Final Inspection 19  Prevention & Appraisal Effects Better products: do it right the first time Better processes More-capable workers More-satisfied customers Prevention and appraisal costs pay back over time; failure costs occur again and again and again... 20  Quality Benefits Customer satisfaction Meet and exceed requirements and expectations Greater perceived value Reduced costs Less waste, efficient processes, better supplies Increased profits More sales, better return Increased competitiveness 21  Summary (1 of 2) Quality involves products, defects, processes, customers, and systems Quality is the ability of a set of inherent characteristics of a product, system, or process to fulfill requirements of customers and other interested parties Quality is a fourth among equals in relation to the project triple constraint of time, cost, and scope Quality is not an expensive process, product, or time consuming The cost of quality: internal and external failure to conform to specifications (recurring costs) or prevention and appraisal of nonconformance (investments, recurring benefits) 22  Summary (2 of 2) Effects of failure: dissatisfied customers, loss of customers, loss of business, loss of revenue, and failure of the organization Effects of prevention and appraisal: better products, better processes, more-capable workers, and more-satisfied customers Quality benefits: customer satisfaction, reduced costs, increased profits, and increased competitiveness 23  Pointsto Ponderin Groups 1. Describe several views of quality in the context of your own knowledge or experience. Include at least three of the following: products, defects, processes, customers, systems, or others. 2. Select a product (goods or services) about which you have some personal knowledge. Explain how Juran’s two components of features and freedom from failures relate to the quality of that product. 3. Discuss the cost of quality considering failure, prevention, and appraisal costs. Give examples from your own knowledge or experience. 4. Explore specifically the costs of internal and external failures. Which one can be more expensive? Give examples, imagined or from your own experience. 5. From your own experience—school, work, social organizations—describe the benefits of quality in real-world situations. Give examples. 24