Project Management Professional (PMP)

(PMBOK 6th)

Quality Management

Mohamed Ali Mohamed, PhD, PMP, ITIL, CBA

December, 2018
People have found many ways to define what is quality. Some of the most popular
definitions for quality are listed below. All of them are right, as they each contain a key
element of what quality means to users of products and services.

• Conformance to requirements
• Freedom from defects
• A degree of excellence
• Fitness for use
• Fitness for purpose 2
• Delighting customers
 Quality Pioneers
Walter Shewart
In 1920s, developed control charts.
Introduced the term “quality assurance” .
W. Edwards Deming
Developed courses during World War II to teach statistical quality-control techniques to
engineers and executives of companies that were military suppliers.
After the war, began teaching statistical quality control to Japanese companies.
Joseph M. Juran
Followed Deming to Japan in 1954.
Focused on strategic quality planning.
Philip Crosby
In 1979, emphasized that costs of poor quality far outweigh the cost of preventing poor
quality.
In 1984 , defined principle of quality management — conformance to requirements,
prevention, and “zero defects”.
Kaoru Ishikawa
Promoted use of quality circles.
Developed “fishbone” diagram.
 7 Basic Quality Tools
1. Cause-and-effect diagram (also called Ishikawa or fishbone chart): Identifies
many possible causes for an effect or problem and sorts ideas into useful
categories.
2. Check sheet: A structured, prepared form for collecting and analyzing data; a
generic tool that can be adapted for a wide variety of purposes.
3. Control charts: Graphs used to study how a process changes over time.
4. Histogram: The most commonly used graph for showing frequency
distributions, or how often each different value in a set of data occurs.
5. Pareto chart: Shows on a bar graph which factors are more significant.
6. Scatter diagram: Graphs pairs of numerical data, one variable on each axis, to
look for a relationship.
7. Flowchart: A technique that separates data gathered from a variety of sources
so that patterns can be seen. 4
 1- Cause and Effect Diagram / Ishikawa /
Fishbone/ why-why diagrams

 Identifying the Likely Causes of Problems.

 Professor Kaoru Ishikawa created Cause & Effect Analysis in the
1960s. The technique uses a diagram-based approach for thinking
through all of the possible causes of a problem.

 Used to show how different factors relate together and might be tied
to potential problems.
 Used as part of an approach to improve quality by identifying quality
problems.

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fishbone diagrams
 2- Check sheets
 Used to organize facts in a manner that will facilitate the
effective collection of useful data about a potential
quality problem.
 They are especially useful for gathering attributes of
data while performing inspections to identify defects.

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Check sheet Example
 3- Control Chart
 Control charts measure the results of processes over time and display the
results in graph form.
 Control charts are a way to measure variances to determine whether process
variances are in control or out of control.
 A control chart is based on sample variance measurements. From the samples
chosen and measured, the mean and standard deviation are determined.

UCL
“Upper Control Limit”= Process Average + 3 Standard
+ 3 Deviations
Process
Mean
Average
- 3 LCL
“Lower Control Limit”= Process Average - 3 Standard
Deviations
 ‫مثال‪ :‬تقوم شركة بإنتاج حلقات منع تسرب الزيت‪ ،‬وقد تم سحب‬
‫تسع عينات تتألف كل منها من (‪ )5‬حلقات ‪ ,‬قيم القياسات موضحة‬
‫في األعلى‪ ,‬نقوم بحساب متوسط كل عينة و من ثم المتوسط‬
‫االجمالي أي متوسط المتوسطات‪ ,‬بعدها نقوم بحساب االنحراف‬
‫‪11‬‬ ‫المعياري بالمعادلة الموجود جانبا‪.‬‬
Standard deviation is a statistical calculation used to measure and describe how data is organized.
 68.25% of the values will fall within 1σ from the mean.
 95.46% of the values will fall within 2σ from the mean.
 99.73% of the values will fall within 3σ from the mean.
‫من المهم حفظ النسبة المئوية لكل‬
 99.99966% of the values will fall within 6σ from the mean.
‫انحراف معياري‬
 Control Chart Analysis

Common Cause Variation: no Special Cause Variation: two Downward Pattern: no points
points outside control limit points outside control limit outside control limit; however,
eight or more points in trend

Rule of seven
Seven consecutive data points appearing on a
control chart on one side of the mean,
suggesting that the process is out of statistical
control.
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 4- Histogram
 A histogram is a vertical bar chart showing how often a particular variable
state occurred.

 Each column represents an attribute or characteristic of a problem/situation.

 The height of each column represents the relative frequency of the

characteristic.

 This tool helps illustrates the most common cause of problems in a process by
the number and relative heights of the bars.
Histogram Example
 5- Pareto Chart
 Specific type of histogram ordered by the frequency of occurrence

 It graphically prioritizes the causes of process problems (by frequency of occurrence)

to help focus attention on the most critical issues affecting quality.

 Using the 80:20 Rule to Prioritize.

 Pareto Analysis is a simple technique for prioritizing problem-solving work so that the

first piece of work you do resolved the greatest number of problems. It's based on

the Pareto Principle (also known as the 80/20 Rule) – the idea that 80% of

problems may be caused by as few as 20% of causes.

Pareto Chart
 6- Scatter Diagram
 Scatter Diagram
 Scatter diagrams use two variables, one called an independent variable, which is an input,

and one called a dependent variable, which is an output.

 Scatter diagrams display the relationship between these two elements as points on a graph.

This relationship is typically analyzed to prove or disprove cause-and-effect relationships.

 Powerful tool for spotting trends in data.

 The important point to remember about scatter diagrams is that they plot the dependent and

independent variables, and the closer the points resemble a diagonal line, the closer these

variables are related.

Scatter Diagram
7- Flowchart
In the PMBOK6th, We have 3 processes for Quality Management,

1 Process in Planning
1 Process in Executing
1 Process in Monitoring & Controlling

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 PMBOK Quality Management Processes

8.1 Plan Quality Management—The process of identifying quality requirements

and/or standards for the project and its deliverables

8.2 Manage Quality—The process of translating the quality management plan

into executable quality activities that incorporate the organization’s quality
policies into the project.

8.3 Control Quality—The process of monitoring and recording the results of

executing the quality management activities to assess performance and ensure the
project outputs are complete and correct.

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8.1 PLAN QUALITY MANAGEMENT: PLANNING

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 PLAN QUALITY MANAGEMENT: INPUTS

1. Project charter: provides the high-level project description and product

characteristics

2. Project management plan

• Requirements management plan: provides the approach for identifying,

analyzing, and managing the requirements

• Risk management plan: provides the approach for identifying, analyzing,

and monitoring risks that affect quality.

• Stakeholder engagement plan: provides the method for documenting the

stakeholders’ needs.

• Scope baseline : The scope statement includes the acceptance criteria for
the deliverables.

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 PLAN QUALITY MANAGEMENT: INPUTS

3. Project documents

•Assumption log: all the assumptions and constraints regarding quality.

•Requirements documentation: Requirements are used by the project team to help
plan how quality control will be implemented on the project.
•Requirements traceability matrix: links product requirements to deliverables and
helps to ensure each requirement in the requirements documentation is tested.
•Risk register: contains information on threats and opportunities that may impact
quality requirements
•Stakeholder register: to identify stakeholders who have a particular interest in or
impact on quality.

4. Enterprise environmental factors: Standards, Marketplace conditions, Cultural

perceptions.

5. Organizational process assets: guidelines; lessons learned repository, Quality templates

such as check sheets, traceability matrix

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 PLAN QUALITY MANAGEMENT: TOOLS AND TECHNIQUES

1. Expert judgment: Expertise should be considered from individuals or groups

with specialized knowledge or training in the following topics (Quality assurance,
Quality control, Quality measurements, Quality improvements, and Quality systems).

2. Data gathering

• Benchmarking: involves comparing planned project practices or the project’s

quality standards to those of comparable projects within the performing organization
or outside, to identify best practices, generate ideas for improvement, and provide a
basis for measuring performance.

• Brainstorming: can be used to gather data creatively from a group of team

members or subject matter experts

• Interviews: product quality needs and expectations can be identified by

interviewing experienced project participants, stakeholders, and subject matter
experts.

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 PLAN QUALITY MANAGEMENT: TOOLS AND TECHNIQUES

3. Data analysis

• Cost-benefit analysis:
 is a financial analysis tool used to estimate the strengths and weaknesses of
alternatives in order to determine the best alternative in terms of benefits provided.
 The primary benefits of meeting quality requirements include less rework, higher
productivity, lower costs, increased stakeholder satisfaction.

• Cost of quality: The cost of quality associated with a project consists of one or
more of the following costs:

 Prevention costs. Costs related to the prevention of poor quality in the products,
deliverables, or services of the specific project.
 Appraisal costs. Costs related to evaluating, measuring, auditing, and testing the
products, deliverables, or services of the specific project.
 Failure costs (internal/external). Costs related to nonconformance of the
products, deliverables, or services to the needs or expectations of the stakeholders.
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 ‫‪Cost of Quality‬‬
‫مهم للغاية فهم تكلفة الجودة و اقسامها‬ ‫‪29‬‬
 PLAN QUALITY MANAGEMENT: TOOLS AND TECHNIQUES

4. Decision making
 Multicriteria decision analysis: (e.g., prioritization matrix) can be used to identify the
key issues and suitable alternatives to be prioritized as a set of decisions for
implementation. Criteria are prioritized and weighted before being applied to all
available alternatives to obtain a mathematical score for each alternative, see next
slide.

5. Data representation
• Flowcharts: also referred to as process maps because they display the sequence of
steps and the branching possibilities that exist for a process that transforms one or more
inputs into one or more outputs. 7 basic tools of quality.

• Logical data model: are a visual representation of an organization’s data, See example
in the next slides.

• Matrix diagrams: help find the strength of relationships among different factors, causes,
and objectives that exist between the rows and columns that form the matrix, Examples:
L, T, Y, X, C, and roof–shaped. See example in the next slides

• Mind mapping: Described in Scope (collect requirements)

.
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 PLAN QUALITY MANAGEMENT: TOOLS AND TECHNIQUES

Multicriteria decision analysis: prioritization matrix

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 PLAN QUALITY
MANAGEMENT:
TOOLS AND
TECHNIQUES

Logical data model Example: Entity relationship diagram 32

Logical data model Example: Data Flow Diagram
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 T-Shaped Matrix
X-Shaped Matrix

C-Shaped Matrix

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Roof-Shaped Matrix
 PLAN QUALITY MANAGEMENT: TOOLS AND TECHNIQUES

6. Test and inspection planning:

 During the planning phase, the project manager and the project team determine how to
test or inspect the product, deliverable, or service to meet the stakeholders’ needs and
expectations
 The tests and inspections are industry dependent and can include, for example, alpha
and beta tests in software projects, strength tests in construction projects, inspection in
manufacturing.

7. Meetings:
 Project teams may hold planning meetings to develop the quality management plan.
Attendees can include the project manager, the project sponsor, selected project team
members, selected stakeholders, anyone with responsibility for project quality
management activities

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 PLAN QUALITY MANAGEMENT: OUTPUTS

1. QUALITY MANAGEMENT PLAN

 The quality management plan is a component of the project

management plan
 The quality management plan may include but is not limited to the
following components:
• Quality standards that will be used by the project;
• Quality objectives of the project;
• Quality roles and responsibilities;
• Project deliverables and processes subject to quality review;
• Quality control and quality management activities planned for the
project;
• Quality tools that will be used for the project; and
• Major procedures relevant for the project, such as dealing with
nonconformance, corrective actions procedures, and continuous
improvement procedures.

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 PLAN QUALITY MANAGEMENT: OUTPUTS
2. QUALITY METRICS

 A quality metric specifically describes a project or product attribute and how

the Control Quality process will verify compliance to it.

 Some examples of quality metrics include percentage of tasks completed on

time, failure rate, number of defects identified per day, total downtime per
month, errors found per line of code, customer satisfaction scores.

3. PROJECT MANAGEMENT PLAN UPDATES

 Risk management plan. May require changes to the agreed-upon approach to

managing risk on the project
 Scope baseline. may change as a result of this process if specific quality
management activities need to be added.

4. PROJECT DOCUMENTS UPDATES:

Lessons learned register, requirements traceability matrix, risk register and
stakeholder register.
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8.2 MANAGE QUALITY: EXECUTION
Manage Quality is the process of translating the quality management plan into
executable quality activities that incorporate the organization’s quality policies into
the project.

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Manage Quality: Data Flow Diagram 39
 MANAGE QUALITY: INPUTS

1. Project management plan

• Quality management plan

2. Project documents
• Lessons learned register.

• Quality control measurements: PM document and it is output of control

quality, are used to analyze and evaluate the quality of the processes and
deliverables of the project

• Quality metrics: output of plan quality management

• Risk report: to identify most important drivers of overall risk that can impact
the quality objectives of the project.

3. Organizational process assets: guidelines; Results from previous audits,

Quality templates such as check sheets, traceability matrix, and lessons learned
repository

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 MANAGE QUALITY: TOOLS AND TECHNIQUES

1. Data gathering
• Checklists: used to verify that a set of required steps has been performed or to
check if a list of requirements has been satisfied.

2. Data analysis
• Alternatives analysis: used to evaluate identified options in order to select
which different quality options or approaches are most appropriate to use.
• Document analysis: The analysis of different documents produced as part of
the output of project control processes, such as quality reports, test reports,
performance reports.
• Process analysis: identifies opportunities for process improvements. This
analysis also examines non-value-added activities that occur during a process.
• Root cause analysis: is an analytical technique used to determine the basic
underlying reason that causes a variance, defect, or risk.

3. Decision making
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• Multicriteria decision analysis: ex: prioritization matrix, described earlier
4 Data representation

• Affinity diagrams: described in Scope: collect requirements

• Cause-and-effect diagrams: 7 basic tools of quality
• Flowcharts: 7 basic tools of quality
• Histograms: 7 basic tools of quality
• Matrix diagrams: described in the previous process
• Scatter diagrams: 7 basic tools of quality

.5 Audits:
 Quality audit is usually conducted by a team external to the project, such as the
organization’s internal audit department, PMO.

 Quality audit objectives may include but are not limited to:
• Identifying all good and best practices being implemented;
• Identifying all nonconformity, gaps, and shortcomings;
• Sharing good practices introduced or implemented in similar projects
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6. Design for X- DfX:
 is a set of technical guidelines that may be applied during the design of a
product for the optimization of a specific aspect of the design.
 The X in DfX can be different aspects of product development, such as
reliability, cost, service, usability, safety.

7. Problem solving
 Problems can arise as a result of the Control Quality process or from quality
audits and can be associated with a process or deliverable
 Problem-solving methods generally include the following elements:
• Defining the problem,
• Identifying the root-cause,
• Generating possible solutions,
• Choosing the best solution,
• Implementing the solution, and
• Verifying solution effectiveness.
8. Quality improvement methods:
 Plan-do-check-act and Six Sigma are two of the most common quality
improvement tools used to analyze and evaluate opportunities for improvement
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 MANAGE QUALITY: OUTPUTS

QUALITY REPORTS
 The quality reports can be graphical, numerical, or qualitative.
 The information presented in the quality reports may include all quality
management issues escalated by the team;
 Recommendations for process, project, and product improvements;
 Corrective actions recommendations (including rework, repair)

TEST AND EVALUATION DOCUMENTS

 Test and evaluation documents can be created based on industry needs and
the organization’s templates.
 They are inputs to the Control Quality process used to evaluate the
achievement of quality objectives

CHANGE REQUESTS:
 the project manager should submit a change request and follow the
Perform Integrated Change Control process

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 MANAGE QUALITY: OUTPUTS

PROJECT MANAGEMENT PLAN UPDATES

 Quality management plan.

 Scope baseline, Schedule baseline, Cost baseline. may change as a
result of specific quality management activities.

PROJECT DOCUMENTS UPDATES

 Issue log. New issues raised as a result of this process are recorded in the
issue log.
 Lessons learned register. is updated with information on challenges
encountered and how they could have been avoided.
 Risk register. New risks identified during this process are recorded in the risk
register

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 8.3 CONTROL QUALITY
The key benefit of this process is verifying that project deliverables and work meet the
requirements specified by key stakeholders for final acceptance.

The level of effort to control quality may differ between industries ; in pharmaceutical,
health, and nuclear industries, for example, there may be stricter quality control
procedures compared to other industries
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 47
Control Quality: Data Flow Diagram
 CONTROL QUALITY: INPUTS
1. Project management plan
• Quality management plan

2. Project documents
• Lessons learned register
• Quality metrics: output of 8.1
• Test and evaluation documents: output of 8.2

3. Approved change requests: part of the Perform Integrated Change

Control process (integration)

4. Deliverables: outputs from the Direct and Manage Project Work process
(integration)

5. Work performance data: contains data on product status such as

observations, quality metrics, and measurements for technical performance, as
well as project quality information on schedule performance and cost
performance.

6. Enterprise environmental factors

7. Organizational process assets 48
 CONTROL QUALITY: TOOLS AND TECHNIQUES

1. Data gathering
• Checklists
• Check sheets
• Questionnaires and surveys

• Statistical sampling
 involves choosing part of a population of interest for inspection (for example,
selecting 10 engineering drawings at random from a list of 75).
 The sample is taken to verify quality.
 Sample frequency and sizes should be determined during the Plan Quality
Management process

2.Data analysis
• Performance reviews: Performance reviews measure, compare, and analyze
the quality metrics defined by the Plan Quality Management process against the
actual results.
• Root cause analysis: is used to identify the source of defects.

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 CONTROL QUALITY: TOOLS AND TECHNIQUES

3. Inspection: An inspection is the examination of a work product to determine

if it conforms to documented standards.

4. Testing/product evaluations: The intent of testing is to find errors,

defects, bugs, or other nonconformance problems in the product or service.

5. Data representation
• Cause-and-effect diagrams
• Control charts
• Histogram
• Scatter diagrams

6. Meetings
 Approved change requests should be reviewed to verify that they were
implemented as approved using meetings

 Retrospectives Agile Meetings. To determine Successful elements in the

project, What could be improved.

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 CONTROL QUALITY: OUTPUTS
QUALITY CONTROL MEASUREMENTS
They should be captured in the format that was specified in the quality
management plan.

• VERIFIED DELIVERABLES
 A goal of the Control Quality process is to determine the correctness of deliverables.
 The results of performing the Control Quality process are verified deliverables that
become an input to the Validate Scope process for formalized acceptance.
 If there were any change requests or improvements related to the deliverables, they may
be changed, and reverified.

• CHANGE REQUESTS
 Change requests are processed for review and disposition through the Perform
Integrated Change Control process

• Work performance information: causes for rejections, rework required,

recommendations for corrective actions, lists of verified deliverables.

• Project management plan updates: Quality management plan

• Project documents updates: Issue log, Lessons learned register, risk register,
Test and evaluation documents
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THANK YOU 