Quality Management Summary

Introduction
1. The objective of quality management is to give a defect free product to a
customer, which meets customer expectations.
2. How this is done is by checking the product /service for defects, once it is out
of the production process and giving it to the clients. This is called quality
control. This is corrective / reactive.
3. There is something better we could do. That is following the process
consistency and minimizing the defects. This is called quality assurance and
it is preventive and proactive.
4. You need to specify in a document in advance, mentioning how to do quality
assurance and quality control. This process is called, plan quality.

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Quality Management Summary
Plan Quality

1. Objective is to create the Quality Management Plan.

2. Quality management plan specifies, how to achieve quality. Ie. How to carry
out QA and QC.
3. Outputs of plan quality are follows.
a. Quality management plan – how to achieve quality
b. Process improvement plan – how to improve continuously
c. Quality checklists- your policies and procedures
d. Quality metrics. - In order to check whether you have achieved
quality, you need to compare the actual with the standards. Quality
metrics are standard measurements to be compared against the
actuals (Quality Control Measurements), to ascertain any defects.

4. In order to plan quality, following inputs are needed.

a. Project management plan – the nature of the project is mentioned
here and it’s in the scope baseline
b. Stakeholder registers – stakeholder requirements and the nature of
stakeholders could impact quality.
c. Risk register- the risks and response actions may impact quality
d. Requirements documentation – certain specific requirements will
dictate quality requirements.
e. EEF- tools , standards, guidelines, cultural perceptions may influence
quality
f. OPA- policies, procedures , historical data may impact quality

5. Following are the tools and techniques of plan quality

a. Cost benefit analysis – compare the costs required to implement a
quality system versus the cost needed.
b. Cost of quality- all the costs incurred to achieve quality over the life
of the product. There are
1. Appraisal cost – cost to check for defects
2. Prevention cost – cost to prevent defects
3. Failure cost - failure costs are further categorized into
internal failure costs and external failure costs.
Total of all these costs are cost of quality.

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Quality Management Summary
c. 7 basic quality tools – This is used in quality control too to analyse
the reason behind the defects (the second function of QC). In this
context, you may have to go for a quality system due to 2 reasons.
1. Firstly to further improve from where are now and
2. Secondly to come out of the issues that is existent at
present. 7 basic quality tools are used to analyze the
current problems. These tools and techniques will
repeat in Quality control too. These seven basic quality
tools are used in quality control too, to analyze the
reasons behind the defects (the second function of
Quality Control).
i. Histograms – to analyses the frequency or dispersion of
defects
ii. Pareto charts – which 20% of the sources cause 80% of the
defects.
iii. Cause and effect diagram (Fishbone diagram/ ishikava
diagram/root cause analysis) - to analyze root causes of
getting these defects in order to address the defective
situations.
iv. Control charts – used to determine whether or not a process
is stable or has a predictable performance. Most frequently
tracked to capture repetitive activities required in
manufacturing or monitor cost and schedule variances.
Monitor volume or frequency of state changes
Components -
(Mean or average /specification limits / upper
and lower control limits)
A process is considered out of control when
a. There are many data points outside the control
limits
b. The Rule of 7 situation – measurements are
observed one side of the mean, seven times,
consecutively.

v. Scatter diagram – to see whether there’s a co-relation

between 2 defects.
vi. Check sheets – used to organize facts that will facilitate the
effective collection of data that affect quality problems.
vii. Flow charts – useful in understanding and estimating the cost
of quality in a process.

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Quality Management Summary
d. Benchmarking - comparing the processes adopted by the other
organizations in the industry.
e. Design of experiments - helps to identify which factors may
influence specific variance of a product or a process. This will help in
optimizing products of presses.
f. Statistical sampling - choosing a part of a population for inspection.
Can be used to shortlist number of organizations to study the quality
process.
g. Additional Quality planning tools

Brainstorming. This technique is used to generate ideas

Force field analysis. These are diagrams of the forces for and
against change.

Nominal group technique. This technique is used to allow

ideas to be brainstormed in small groups and then reviewed by
a larger group.

Quality management and control tools. These tools are

used to link and sequence the activities identified

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Quality Management Summary
Control Quality

The objectives of control quality are

i. Check for defects and remove before giving it to customer
ii. Analyze the reasons behind defect to prevent such situations in
future
iii. Check whether a CR was implemented as approved
(Remember in Quality Assurance, it is checked whether the CR
was implemented).

You should know the following definitions

Prevention keeping errors out of the process

inspection keeping errors out of the hands of the customer
Attribute sampling the result either conforms or does not conform
Variables sampling the result is rated on a continuous scale that measures
the degree of conformity
Tolerances specified range of acceptable results
control limits that identify the boundaries of common variation in a
statistically stable process or process performance

Inputs
1. Completed products - deliverables. (to check for defects in deliverables /
products)
2. Approved change requests (Check whether they are implemented as
approved )
3. Project management plan (quality management plan is contained here)
4. Quality metrics – standard measurements to be compared against the actual
5. Work performance data – which is the actual data as a result of doing work.
can be used to establish whether there are defects. Work performance
Information will come as an output always.
6. OPA – organizational project documents. Quality standards, work guidelines,
defects removing procedures.

Tools and techniques

1. Inspection (Check for defects – The 1st function of quality control).

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Quality Management Summary
2. 7 basic quality tools (Remember this appears in Plan quality too. These
are used in QC to analyze the reasons behind the defects. The Second
function of quality control).

3. Statistical sampling – Randomly check for defects. Used when it is

impossible to check the defects of all the units individually).
4. Approved change request review – check whether change requests are
implemented as approved (The 3rd function of Quality control).

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Quality Management Summary

Outputs

1. Quality Control Measurements (The actual measured value. This is

used to compare against the standards to check whether any defects
exist).
2. Validates Changes - This is the outcome of the 3rd function of quality
control. This checks whether a CR was implemented as approved. The
tool used for this purpose is the approved change request review.
Validated changes is the happy path of this check, i.e. changes were
implemented as approved.
3. Validated deliverables – This is the happy path for the first function of
quality control. These are products with no defects. This will be an input
to validate scope.
4. Work Performance Information – Whenever work performance data
comes as an input, work performance Information will come as an output.
5. Change requests – when defects are encountered, changes need to be
done
6. PM plan updates – are the results of change requests.
7. Projects documents updates – are the results of change requests.
8. OPA updates – are the results of change requests.

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Quality Management Summary

Statistical Control Processes (Page 250)

Prevention (keeping errors out Inspection (keeping errors out
of the process) of the hands of the customer).

Attribute sampling (the result Variables sampling (the result

either conforms or does not is rated on a continuous scale
conform) that measures the degree of
conformity).

Tolerances (specified range of Control limits (that identify the

acceptable results) boundaries of common
variation in a statistically stable
process or process
performance).

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Quality Management Summary
Quality Assurance
Objective of QA are as follow.
1. Quality audits.
a. Check whether processes are followed
b. Identify the best practices being implemented and share it with other
projects.
c. Confirm implementation of approved change requests.
2. Process analysis.
a. Analyze processes to identify non – value adding activities, processes
for continuous improvements.
3. You could use the plan Quality and control quality tools here as well.

Inputs –
1. Quality management plan – how to do QA
2. Process improvement plan – which helps to do process analysis
3. Quality metrics – standards defined which regards to following processes
4. Quality control measurements – this is an output of quality control which
means actual measured results. When the actual measurements are not
desirable, we could check whether processes contribute to the situation.
5. Any other project documents

Tools and techniques –

1. Quality audits.
a. Check whether processes are followed
b. Identify the best practices being implemented and share it with other
projects.
c. Confirm the implementation of an approved change request.
2. Process analysis.
a. Analyze processes to identify non – value adding activities, processes
for continuous improvements.
3. You could use the plan Quality and control quality tools here as well.

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Quality Management Summary

Quality control techniques and plan quality techniques can be used.

In addition, the following diagrams can be used for mentioned purposes.

Please note the following diagram types used in Quality Assurance.

Affinity diagram Generate ideas – similar to mind mapping

technique

Process decision Understand steps towards getting to a goal

program charts
(PDPC)-

Interrelationship Used for creative problem solving

digraphs

Tree diagrams Represents decomposition hierarchy.

Prioritization Identify key issues and suitable alternatives.

matrices

Activity network used in project scheduling methodology

diagram

Matrix diagrams used to perform data analysis.

Outputs -
1. When processes are not followed, or inefficient processes are encountered,
changes need to be done.
2. PM plan changes
3. OPA changes

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