CH (8) Hot Topics. Quality Management

Transcription

1 CH (8) Hot Topics Quality Management 1

2 CH ( 8 ) Quality Management 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. 2

3 CH ( 8 ) Quality Management 3 What is the process of quality management? Plan Quality Management Manage Quality Control Quality 3

4 CH ( 8 ) Quality Management 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 4

5 CH ( 8 ) Quality Management 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 5

6 CH ( 8 ) Quality Management 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 6

7 CH ( 8 ) Quality Management 7 What is the definition of quality? The degree to which the project fulfills requirements 7

8 CH ( 8 ) Quality Management 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 8

9 CH ( 8 ) Quality Management 9 What does gold plating mean? Adding extra items and services to customer deliverables that do not necessarily contribute added value or quality 9

10 CH ( 8 ) Quality Management 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 10

11 CH ( 8 ) Quality Management 11 What does continuous improvement involve? Continuous improvement involves continuously looking for ways to improve the quality of work, processes, and results 11

12 CH ( 8 ) Quality Management 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 12

13 CH ( 8 ) Quality Management 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 13

14 CH ( 8 ) Quality Management 14 What are some tools and techniques that are used in plan quality management process? Interviews Brainstorming and benchmarking Decision-making Cost-benefit analysis Flowcharts Test and inspection planning Meetings Cost of quality (COQ) Logical data models Matrix diagrams Mind mapping 14

15 CH ( 8 ) Quality Management 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 15

16 CH ( 8 ) Quality Management 16 What are the impacts of poor quality? Increased costs Decrease profits Low morale Low customer satisfaction Increased risk Rework 16

17 CH ( 8 ) Quality Management 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 17

18 CH ( 8 ) Quality Management 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 18

19 CH ( 8 ) Quality Management 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 19

20 CH ( 8 ) Quality Management 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 20

21 CH ( 8 ) Quality Management 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 21

22 CH ( 8 ) Quality Management 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 22

23 CH ( 8 ) Quality Management 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 23

24 CH ( 8 ) Quality Management 24 What are quality metrics? Specific measures of quality that the project manager uses to determine how the project is performing 24

25 CH ( 8 ) Quality Management 25 What are some of the tools and techniques used in the manage quality process? Checklists Cause-and-effect diagrams Histograms Scatter diagrams Process analysis Root cause analysis Multicriteria decision analysis Flowcharts Affinity diagrams Document analysis Alternatives analysis Audits Design for X Problem-solving 25

26 CH ( 8 ) Quality Management 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 26

27 CH ( 8 ) Quality Management 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 27

28 CH ( 8 ) Quality Management 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) 28

29 CH ( 8 ) Quality Management 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 29

30 CH ( 8 ) Quality Management 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 30

31 CH ( 8 ) Quality Management 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 31

32 What is statistical sampling? CH ( 8 ) Quality Management 32 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 32

33 CH ( 8 ) Quality Management 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 33

34 CH ( 8 ) Quality Management 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 34

35 CH ( 8 ) Quality Management 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 35

36 CH ( 8 ) Quality Management 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 36

37 CH ( 8 ) Quality Management 37 What does a scatter diagram show? The relationship between two variables and the quality of the results 37

38 The End Thank You 38