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8/14/2019 Lecture-4 Quality G
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INTRODUCTION TO
QUALITY MANAGEMENT
Project Quality Management
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A little boy went into a store, reached for a soda carton and pulled it over tothe telephone. He climbed onto the carton so that he could reach thebuttons on the phone and proceeded to punch in seven digits. The storeowner observed and listened to the conversation.
The boy asked, "Maam, Can you give me the job of cutting your lawn?" Thewoman replied, "I already have someone to cut my lawn."
"I will cut your lawn for half the price of the person who cuts your lawn
now." replied the boy. The woman responded that she was very satisfiedwith the person who was presently cutting her lawn .
The little boy was even more perseverant and said, "I'll even sweep yourcurb and your sidewalk, so on Sunday you will have the prettiest lawn in allof Palm beach, Florida." Again the woman answered in the negative.
With a smile on his face, the little boy replaced the receiver.
The store owner, who was listening to this conversation, walked over to theboy and said, "Son I like your attitude; I like that positive spirit and would
like to offer you a job."
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The little boy replied, "No thanks, I was
just checking my performance on thejob I already have. I am the one who is
working for the lady I was talking to!"
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WHAT IS MEANT BY QUALITY?"Quality is the ability of a product or service to consistently
meet customer expectations"
"Conformance to requirements"
"Fitness for use""Value to some person"
DIFFERENCE Between QUALITY & GRADE?
QUALITY MANAGEMENT
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Quality is fulfilling the customer requirements andgrade is the facilities or features in the product.
"You can choose a low grade product but
not the low quality product"
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DIFFERENCE Between PRECISION & ACCURACY
?MANAGEMENT RESPONSIBILITY
CUSTOMER SATISFACTION WITH NO GOLDPLATING
PREVENTION OVER INSPECTION
CONTUNOUS IMPROVEMENT MANAGEMENT RESPONSIBILITY
COST OF QUALITY (next screen)
COST OF POOR QUALITY/ NON-CONFORMANCE
QUALITY MANAGEMENT
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Failure Costs: Costs incurred by defective parts/products
or faulty services.
Internal Failure Costs: Costs incurred to fix problems thatare detected before the product/ service is delivered tothe customer.
External Failure Costs: All costs incurred to fix problems
that are detected after the product/service is delivered tothe customer.
Appraisal Costs: Costs of activities designed to ensure quality
or uncover defects.
Prevention Costs: All training, planning, customer assessment,
process control, and quality improvement costs to prevent
defects from occurring.
COST OF QUALITY/ POOR QUALITY
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WHAT IS QUALITY MANAGEMENT?
QUALITY MANAGEMENT
Quality Management includes the processes required to
ensure that project will satisfy the needs for which
it was undertaken.
Project Quality Management must address both; the
management and the product of the project.
Failure to either of the dimension can have serious
negative consequences for the project stakeholders.
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There are three (03) processes in this domain:
1. Plan Quality Management
2. Perform Quality Assurance
3. Control Quality
QUALITY MANAGEMENT
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1. PLAN QUALITY Management
Scope Baseline
Cost-Benefit AnalysisCost of Quality (Conf. / Non-conf.)Control ChartsBenchmarkingDesign of ExperimentsStatistical SamplingFlowcharting
Proprietary QM MethodologiesAdditional QM ToolsMeetings
QUALITY MANAGEMENT
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Cost-Benefit Analysis comparing cost of quality and the expected benefit.
Includes less reworks, higher productivity, Lower cost & > S.H. satisfaction
Cost of Quality includes all costs incurred over the project life to prevent non-conformance to requirements (Seven Basic Quality Tools)
Control Charts are used to determine process stability and predictableperformance.
Benchmarking is comparing your planned practices to those of comparableprojects.
Design of Experiment Statistical Method should be used during the planquality process to determine the number and types of tests and their impacton cost of quality.
Statistical Sampling is choosing part of population for inspection
Flowchartingis graphical relationship of processes in an activity.
Proprietary QM Methodologies include renowned tools like Six Sigma, ISOsetc.
Additional Quality Planning Tools include brainstorming, matrix diagrams
Tools & Techniques:PLAN QUALITY
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Comparison of Cost of conformance & non-conformance
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1. Part of Quality management
focused on providing confidence
that quality requirements will be
fulfilled
2. QA is process oriented
3. QA interprets and strives to
achieve customer requirements
and project specifications
4. Audits
QUALITY MANAGEMENTDifference Between QUALITY ASSURANCE AND QUALITY CONTROL
1. Part of Quality management
focused on fulfilling quality
requirements
2. QC is product oriented
3. QC helps QA to validate the
customer requirements and
project specifications
4. Inspections
QA QC
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QUALITY MANAGEMENT
2. PERFORM QUALITY ASSURANCE
Project Management PlanProcess Improvement PlanLearning Curve, F. Taylor (m.c)
Plan Quality and Perform QualityControl Tools and Technology
Quality Audits: structured,independent process todetermine if activitiescomply with policies and
standardsProcess Analysis
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Plan Quality & Quality ControlAs stated before in Plan Quality and would come in QualityControl later.
Quality Audits
are structured and independent review to determine whetherproject activities comply with the ones spelt out in QMP andproject policies & processes.
Process Analysis
is carried out to identify the effectiveness of process and
suggest improvement, if required.
Tools & Techniques:
PERFORM QUALITY ASSURANCE
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QUALITY MANAGEMENT
3. PERFORM QUALITY CONTROL
Project Management PlanQuality MetricsQuality ChecklistsWork Performance
measurements
Approved Change RequestsDeliverables
Cause and Effect DiagramControl ChartsFlowcharting
HistogramPareto ChartRun ChartScatter DiagramStatistical SamplingInspectionApproved Change Requestreview
Verified Deliverables
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Run Chart is a sort of control chart but without boundaries. Itshows the history and pattern of a variation.
Scatter Diagram shows the relationship between two variables.
Statistical Sampling Taking samples to test and observe nonconformance.
Inspection is examination of product to determine its conformance.It can be done at any time and are also used to verify defectrepairs. Also known as review, peer review, audit orwalkthroughs.
Approved Change Request Review All approved change requestsshould be reviewed to verify that they were implemented asapproved.
Tools & Techniques:
PERFORM QUALITY CONTROL
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QUALITY MANAGEMENT
QA/ QC TOOLS
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Fishbone/ Cause and Effect/ Ishikawa Diagram
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Basic Layout of
Cause-and-Effect Diagrams
CAUSE A CAUSE C
CAUSE DCAUSE B
EFFECT
EFFECT
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Basic Layout of
Cause-and-Effect Diagrams
EFFECTPoor GasMileage
Methods
MaterialPeople
Machinery
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Basic Layout of
Cause-and-Effect Diagrams
EFFECTPoor GasMileage
Methods
MaterialPeople
Machinery
Use wrong gearsDrive too fast
Underinflated tires
Carburetor Adjustment
Poor Maintenance
Poor driving habits
Improper lubrication
Poor quality gas
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Basic Layout of
Cause-and-Effect Diagrams
EFFECTPoor GasMileage
Methods
MaterialPeople
Machinery
Use wrong gears
Drive too fast
Underinflated tires
Carburetor Adjustment
Poor Maintenance
Poor driving habits
Improper lubrication
Poor quality gas
Poor Hearing
Music too loud
Cant hear engine
Impatient
Always Late
Lazy
Rs:
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C t l Ch t
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Control Chart
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A typical Histogram
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Pareto Chart
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Scatter Diagram
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Run Chart
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Quality is the result of a carefully
constructed cultural environment. It has
to be the fabric of the organization, notthe part of the fabric
PHILIP CROSBY