Quality Management Knowledge Area

Quality control measurements

Documented results of control quality activities. They are used to analyze and evaluate the quality of the processes of the project against the standards of the performing organization or the requirements specified.

Failure Cost

Failing to meet requirements (rework). Failure costs are often categorized into internal (found by the project) and external (found by the customer). Failure costs are also called cost of poor quality.

When is a process considered out of control?

(1) a data point exceeds a control limit; upper or lower (2) seven consecutive plot points are above the mean; or (3) seven consecutive plot points are below the mean.

Key benefits for Control Quality Process

(1) identifying the causes of poor process or product quality and recommending and/or taking action to eliminate them; and (2) validating that project deliverables and work meet the requirements specified by key stakeholders necessary for final acceptance. are key benefits for?

Control Quality Process Tools & Techniques

.1 Data gathering Checklists Check sheets Statistical sampling Questionnaires and surveys .2 Data analysis Performance reviews Root cause analysis .3 Inspection .4 Testing/product evaluations .5 Data representation Cause and effect diagrams Control charts Histogram Scatter diagram .6 Meetings are Tools and Techniques for?

Manage Quality Tools and Techniques

.1 Data gathering .2 Data analysis .3 Decision making .4 Data representation .5 Audits .6 Design for X .7 Problem solving .8 Quality improvement methods Are tools and techniques for?

Plan Quality Management Tools & Techniques

.1 Expert judgment .2 Data gathering • Benchmarking • Brainstorming • Interviews .3 Data analysis • Cost-benefit analysis • Cost of quality .4 Decision making • Multicriteria decision analysis .5 Data representation • Flowcharts • Logical data model • Matrix diagrams • Mind mapping .6 Test and inspection planning .7 Meetings Are tools and techniques for?

Manage Quality Inputs

.1 Project management plan .2 Project documents .3 Organizational process assets are inputs to?

What does the Quality Management Plan include?

1. Quality practices and standards that apply to the project 2. Who will be involved in managing quality, when , what are their duties? 3. What processes will be followed to help ensure quality. 4. Meetings to be held addressing quality 5. Reports to address quality 6. Metrics that will be used to measure quality etc. are included in ?

Grade

A category assigned to deliverables having the same functional use but different technical characteristics. A general category for a deliverable or resource that indicates a common function but varying technical specifications.

Quality Management Plan defined.

A component of the project management plan that describes how the organization's quality policies will be implemented. It describes how the project management team plans to meet the quality requirements set for the project.

Process Improvement plan

A component of the project management plan that details the steps for analyzing processes to find ways to increase efficiency and prevent problems.

Questionnaires and Surveys

A control quality tool & technique used to gather data on details of problems or defects or to confirm that customers are satisfied with deliverable after the deployment of a product or service.

Cost Benefit Analysis

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. Technique used to weigh the benefits vs the cost of quality efforts to determine the appropriate quality level and requirements for the project. It compares the cost of the quality step to the expected benefit for each quality activity. T/T for Plan Quality Management

Prioritization matrices

A type of matrix diagram. It helps to identify the key issues and the 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 that ranks the options. One of the Quality Management and Control Tools. T/T for

Logical Data Model

A visual representation of an organization's data described in business language and independent of any specific technology. It contains a description of the quality needs of a project. Can be used to identify where data integrity or other quality issues can arise. TT for Plan Quality Mgmt.

Check sheet

Aka Tally sheet, used to organize facts in a manner that will facilitate the effective collection of useful data about a potential quality problem. Useful during inspections to identify defects.

Process metrics

Along with control limits, these metrics allow analysis of process efficiency. Areas to consider in the Process Improvement Plan

Process boundaries

Describe the purpose of the process, the start and end of the process, its inputs and outputs, the process owner, and the stakeholders of the process. Part of Process Improvement Plan

Quality Metric

Describes a project or product attribute and how the control quality process will verify compliance to it. The measurement is an actual value. How will quality be measured? Valued used to measure quality against. Ex: percentage of tasks completed on time, cost performance measured by CPI, failure rate, number of defects identified per day, total downtime per month, errors found per line of code,

Activity network diagrams

Diagram that is used with project scheduling methodologies such as program evaluation and review technique (PERT), critical path method (CPM), and precedence diagramming method (PDM). Previously known as arrow diagrams. They include both the AOA (Activity on Arrow) and, most commonly used, AON (Activity on Node) formats of a network diagram.

SIPOC defined

Flowchart model that shows the connections among the supplier, input, process, output and customer in a process.

Cost of Quality (COQ)

Includes all costs (prevention, appraisal, & failure) incurred over the life of the product by investment in preventing non conformance to requirements, appraising the product or service for conformance requirements and failing to meet requirements (rework). optimal is one that reflects the appropriate balance for investing in the cost of prevention and appraisal to avoid failure costs. Philip Crosby

Quality Management KA summary

Includes the processes for incorporating the organization's quality policy regarding planning, managing, and controlling the project and product quality requirements. First determine how we will plan, manage and control quality. Then make sure we are using all the necessary processes on the project and finally we measure quality compared to the plan.

List some impacts of Poor Quality

Increased costs, decreased profits, low morale, low customer satisfaction, increased risk, rework, schedule delays are examples of?

Mean

Indicated by a line in the middle of the control chart, it indicates the middle of the range of acceptable variation.

ISO

International Organization for Standardization (ISO)

Control Quality process

Process that examines the actual deliverables produced on the project. Its purpose is to ensure the deliverables are correct and meet the planned level of quality, as well as find problems and recommend ways to address them. The process of monitoring and recording results of executing the quality management activities to assess performance and ensure te project outputs are complete, correct and meet the customer requirements . Concerned with comparing work results with the quality requirements to ensure the result is acceptable. Addresses the quality of product. Defects are detected and corrected. (M&C)

Total Quality Management

Philosophy that encourages companies and their employees to focus on finding ways to continuously improve the quality of their products and their business practices at every level of the organization. developed by W Edwards Deming

List the three process for the Quality Management KA

Plan Quality Management (P) Manage Quality (E) Control Quality (M&C)

Pair terms for Control Quality process

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

Cost of Conformance examples)

Prevention Costs: Costs related to the prevention of poor quality in the products, deliverables, or services of the specific project. (Build a quality product) • Training • Document processes • Equipment • Time to do it right Appraisal Costs: Costs related to evaluating, measuring, auditing, and testing the products, deliverables, or services of the specific project. (Assess the quality) • Testing • Destructive testing loss • Inspections money spent during the project to avoid failures are examples of?

Pareto Principle 80/20 principle

Principle which states that 80% of problems are due to 20% of the root causes. Created by Joseph Juran , who adapted Vilfredo Pareto's 80/20 rule.

Continuous Improvement

Process of continuously looking for small improvements in quality of work, processes and results. Kaizen The PDCA (plan-do-check-act) cycle is the basis for quality improvement as defined by Shewhart and modified by Deming.

Plan Quality Management process

Process that focuses on defining quality for the project, the product and project management and planning how it will be achieved. The process of identifying quality requirements and/or standards for the project and its deliverables and documenting how the project will demonstrate compliance with quality requirements and/or standards. Concerned with the quality the work needs to have. Planning

3 types Types of Correlation

Proportional (Positive) Inverse (Negative) No Correlation are types of correlation shown on a Scatter diagram.

Process configuration

Provides a graphic depiction of processes, with interfaces identified, used to facilitate analysis. Areas to consider in the Process Improvement Plan

Project scope statement provides

Provides the project description, major project deliverables, and acceptance criteria.

Prevention over Inspection

Quality should be planned, designed, and built into—not inspected into the project's management or the project's deliverables.

Specification Limits

Represent the customer's expectations or the contractual requirements for performance and quality on the project. Input from customer.

Occupational Safety and Health Administration (OSHA)

Sets safety standards for American workers.

Upper and Lower Control limits

Shown as two dashed lines on a control chart, this indicates what is stable(in control) versus unstable (out of control) in the process. Represent the performing organizations standards for quality.

The United Nations Convention on Contracts for International Sale of Goods (CISG)

Standard that governs international sales transactions.

ISO9000

Standards created to help ensure that organizations have quality procedures and that they follow them.

Process analysis defined

Technique that follows the steps outlined in the process improvement plan to identify needed improvements. Part of the continuous improvement effort, it focuses on identifying improvements that might be needed in processes.

Quality as a delivered performance or result

The degree to which a set of inherent characteristics fulfill requirements (IS0 9000).

Manage Quality

The process of translating the quality management plan into executable quality activities that incorporate the organization's quality policies into the project. Concerned with managing the quality processess throughout the project and focuses on work being done on project. Its purpose is to ensure the team is following organizational policies, standards, and processes as planned to produce the project's deliverables. Addresses the effectiveness of a quality mgmt plans, processes and procedures and whether the project is on track to meet quality objectives. Executing

Checksheet (Tally Sheet)

Tool used for gathering and tracking data such as quality problems found during inspections. The data gathered can be translated into other formats such as Pareto Diagrams. Created in Plan Quality Management, used in Control Quality.

Supplier, Input, Process, Output,Customer

What is SIPOC an abbreviation for?

Rule of seven

if 7 or more observations occur in one direction, or a run of 7 observations occurs either above or below the mean, they should be investigated to determine if they have an assignable cause.

Probability

likelihood that a particular event will occur. Usually expressed in a decimal of fraction.

Plan Quality Management Inputs

.1 Project charter .2 Project management plan • Requirements management plan • Risk management plan • Stakeholder engagement plan • Scope baseline .3 Project documents • Assumption log • Requirements documentation • Requirements traceability matrix • Risk register • Stakeholder register .4 Enterprise environmental factors .5 Organizational process assets are Inputs for this Quality mgmt. Process

Control Quality Process inputs

.1 Project management plan Quality management plan .2 Project documents Lessons learned register Quality metrics Test and evaluation documents .3 Approved change requests .4 Deliverables .5 Work performance data .6 Enterprise environmental factors .7 Organizational process assets Are inputs for this Quality Mgmt Process.

Control Quality Process Outputs are?

.1 Quality control measurements .2 Verified deliverables (input to validate scope) .3 Work performance information .4 Change requests .5 Project management plan updates Quality mgmt plan .6 Project documents updates Issue log Lessons learned register Risk register Test and evaluation documents are outputs of?

Plan Quality Management Outputs

.1 Quality management plan .2 Quality metrics .3 Project management plan updates • Risk management plan • Scope baseline .4 Project documents updates • Lessons learned register • Requirements traceability matrix • Risk register • Stakeholder register are Outputs for?

Manage Quality Outputs

.1 Quality reports .2 Test and evaluation documents .3 Change requests .4 Project management plan updates .5 Project documents updates are outputs for this Quality Mgmt process

Cause and effect Diagram (Fishbone, Ishikawa)

A data representation tool that is used to look backward at the root cause that might be contributing to quality problems on the project. The problem statement placed at the head, is used as a starting point to trace the problem's source back to its actionable root cause. A creative way to look at the causes of a problem Helps stimulate thinking, organizing thoughts and generate discussion

Mind mapping

A diagrammatic method used for visually organizing information.

Control Charts

A graphic display of process data over time and against established control limits, which has a center line that assists in detecting a trend of plotted values toward either control limit. A data representation tool that is used to determine whether or not a process is stable or has predictable performance. They reflect the maximum and minimum values allowed. If results fall outside of range, it is considered to be out of control Plan quality Mgmt ka/ Control Quality process

Six Sigma

A methodology for achieving organizational process improvement and high levels of correctness with extremely reduced variances.

Matrix diagrams.

A quality management and control tool used to perform data analysis within the organizational structure created in the matrix. Used for data analysis, It is a visual representation of the relationship between two or more sets of items. They help find the strength of relationships among different factors, causes, and objectives that exist between the rows and columns that form the matrix. Depending on how many factors may be compared, the project manager can use different shapes of matrix diagrams; for example, L, T, Y, X, C, and roof-shaped. In this process they facilitate identifying the key quality metrics that are important for the success of the project.

Interrelationship digraphs

A quality management tool that provides a process for creative problem-solving in moderately complex scenarios that possess intertwined logical relationships. Technique that allows you to see and analyze the relationship among numerous different issues. May be developed from data generated in other tools such as the affinity diagram, the tree diagram, or the fishbone diagram. T/T for One of the Quality Management and Control Tools

Histograms

A special form of bar chart used to describe the central tendency, dispersion, and shape of a statistical distribution. It does not consider the influence of time on the variation that exists within a distribution. It helps identify which problems are worth dealing with, which need immediate attention. Can demonstrate the number of defects by source or by component. Data representation TT for Control Quality

Design of Experiments (DOE)

A statistical method for identifying which factors may influence specific variables of a product or process under development or in production.. It provides a statistical framework for systematically changing all of the important factors, in a process to see which combinations have an optimal impact on the project deliverables. T/T for Plan Quality Mgmt.

Force field analysis.

A structured analysis and presentation technique that lets you assess the pros and cons of various aspects of the quality management plan. These are diagrams of the forces for and against change. T/T Plan Quality Mgmt. One of the Additional Quality planning tools.

Checklist (quality checklist)

A structured tool, usually component-specific, used to verify that a set of required steps has been performed. Tool used to help verify that a required action has taken place or item has been included. data gathering TT for Control Quality

Quality Audits

A structured, independent process to determine if project activities comply with organizational and project policies, processes, and procedures. T/T for Random audits to verify compliance .

Tree Diagram

A systematic diagram of a decomposition hierarchy used to visualize as parent-to-child relationships a systematic set of rules. It may be used to represent decomposition hierarchies such as the WBS, RBS , and OBS . Also known as systematic diagrams. It helps you organize data, map out relationships and decompose processes to find a solution to a problem and arrive at corrective or preventive actions. Useful in visualizing the parent-to-child relationships in any decomposition hierarchy that uses a systematic set of rules that define a nesting relationship. T/T. One of the Quality Management and Control Tools

Just-in-time (JIT)

An inventory-management approach in which supplies arrive just when needed for production or resale

Testing/product evaluations

An organized and constructed investigation conducted to provide objective information about the quality of the product or service under test in accordance with the project requirements. Intent is to find errors, defects, bugs, or other non conformance problems in the product or service.

marginal analysis

Analysis concept that is 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

Accuracy

Assessment of correctness.

Pareto Chart/ diagram (80/20 rule)

Bar chart that arranges results from most frequent to least frequent to help identify which root causes are causing the most problem. Type of Histogram

Root Cause Analysis (RCA)

Control quality TT used to identify the source of defects.

Performance reviews

Control quality TT used to measure, compare, and analyze the quality metrics defined by the Plan quality mgmt process against actual results.

Cost of Non Conformance examples

Failure Costs: Costs related to nonconformance of the products, deliverables, or services to the needs or expectations of the stakeholders. internal Failure Costs (Failures found by the project) • Rework • Scrap External Failure Costs (Failures found by the customer) • Liabilities • Warranty work • Lost business Money spent during and after the project because of failures are examples of?

sigma/standard deviation

Indicates how much variance from the mean has been established as permissible in a process. The higher the sigma, the fewer deviations (less variance) in the process.

Standard Deviation (sigma) defined.

Indicates how much variance from the mean has been established as permissible. It is also sometimes stated as a measure of how far you are from the mean (not the median).

Prvention

Keeping errors out of the process

Commonly used process improvement models

Malcolm Baldrige, Organizational Project Management Maturity Model (OPM3®), and Capability Maturity Model Integrated (CMMI®).

Assignable cause / Special cause variation

Means that a data point or a series of data points requires investigation to determine the cause of the variation.

Precision

Measure of exactness.

normal distribution

Most common probability density distribution chart. Shape of a bell curve, used to measure variations

Statistical Sampling defined

Technique that involves choosing part of a population of interest for inspection. Sample frequency and sizes should be determined during the Plan Quality Management process so the cost of quality will include the number of tests, expected scrap, etc. Actual sampling is done in TT for Control Quality.

Scatter Diagram

Technique that plots ordered pairs (X, Y) and are sometimes called correlation charts because they seek to explain a change in the dependent variable, Y, in relationship to a change observed in the corresponding independent variable, X. A Regression line (Trend line) is calculated to show the correlation of variables and can be used for estimating and forecasting. Can show the planned performance on one axis and the actual performance on the second axis. Data representation T/T for Control Quality

Affinity Diagram

Technique were ideas generated from other requirements gathering techniques are sorted into groups by similarities. Each group of requirements is then given a title. In Perform Quality assurance it can help you organize and group the results of a root cause analysis

Quality defined

The degree to which the project(deliverable) fulfills its requirements

Inspection defined

The examination of a work product to determine if it conforms to documented standards. Also known as reviews, peer reviews, audits, or walkthroughs. Keeping errors out of the hands of the customer T/T for Control Quality

Statistical Independence

The probability of one event occurring does not affect the probability of another event occurring.

Process Decision Program Charts (PDPC)

Tool used to understand the goal in relation to the steps for getting to the goal. Tool that lets you decompose a goal into the steps required to achieve it. Each step is then reviewed for potential risk. It is used in conjunction with tree diagrams. One of the Quality Management and control tools. T/T for

Flowchart (Process Map/Process Flow)

Tools that shows 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. Data representation technique Plan and Control Quality Tool

Five levels of increasingly effective quality management as follows:

Usually, the most expensive approach is to let the customer find the defects. This approach can lead to warranty issues, recalls, loss of reputation, and rework costs. Detect and correct the defects before the deliverables are sent to the customer as part of the quality control process. The control quality process has related costs, which are mainly the appraisal costs and internal failure costs. Use quality assurance to examine and correct the process itself and not just special defects. Incorporate quality into the planning and designing of the project and product. Create a culture throughout the organization that is aware and committed to quality in processes and products.

mutual exclusivity

two events are said to be mutually exclusive if they cannot both occur in a single trial