8. Quality Management

Quality = The Degree to which a set of inherent characteristics fulfils requirements (ISO 9000:2008).

• Inherent characteristics are everything that comes along with the product/service (e.g. the number of wheels of a car but not it’s price)

  • Subjectively associated descriptions (e.g. beautiful) are no inherent characteristics

• Quality should be measurable → apply clear parameters which can be modified

• In the context of project management quality is the consistency of the project and project execution → The inherent characteristics are time, budget and scope

Quality Management (QM) covers all organized activities regarding the improvement of product and processes or services of any kind

• QM regarding project management is industry-independent → Focus lies on processes and management documents

• QM regarding product quality is product specific → Focus lies on if the requirements are met

• The Quality Manager is usually a staff unit (Stabstelle) of the project manager

  • Should work independent of the project team

  • In Scrum Teams there is no dedicated quality manager → everyone should be able to perform every task. Also there is an implicit understanding of quality → Could be facilitated by Pair Programming

A quality management system (QMS) is a collection of business processes focused on consistently meeting customer requirements and enhancing their satisfaction. It is aligned with an organization's purpose and strategic direction.

• Most common quality management systems:

  • ISO 9000n

  • Six Sigma

  • Lean Management

• Some industries require specific quality management systems (e.g. bank and insurance)

Quality Management started with the focus on product quality only, whereas it now focuses on the entire production process

The Deming (or PDCA) cycle is the basis for continuous improvement.

• Plan Quality Management

• Perform Quality Management (Quality Assurance) → Outside the project

• Perform Quality Control → Inside the project

The quality management plan describes how the quality policy of the company is implemented for the particular project

• Possible inputs from the quality policy:

  • Standards to be followed

  • Document types

  • Number and type of audits

• Content of the Quality Management Plan

  • Tasks and responsibilities

  • Quality control and assurance activities

  • Approaches to continuous process improvement

A Cost-Benefit analysis helps to decide which quality activities should be planned

• Quality Management is not directly value adding → cost-benefit-analysis needed

• Costs: Cost of Quality (s. chapter 4.3 and below)

• Benefits:

  • Less rework

  • Higher productivity

  • Increased stakeholder satisfaction

Cost of Quality covers all costs occuring during the entire lifecycle of the product. They can be categorized in Cost of Conformance and Cost of Nonconformance

• Cost of Conformance: Occur during the project period and serve to avoid poor quality

  • Prevention Costs: Build a quality product (e.g. Training)

  • Appraisal Costs: Assess the quality (e.g. Testing)

• Cost of Nonconformance: Occur after the project period and serve to improve poor quality

  • Internal Failure Cost: Failures found by the project (e.g. rework)

  • External Failure Cost : Failures found by the customer. (e.g. liabilities)

Quality Management uses data and result from Quality control (step 3) to reflect the overall quality status of the project to the stakeholders

• Happens outside the project

• Typical Tool: Audit

A systematic, independent process to capture and evaluate evidence to determine to which extent audit criteria are fulfilled

Quality control is the process of monitoring and recording results of executing the quality management activities (which were planned in step 1)

• Happens inside of the project

• Execute the planned quality management activities (→ measurement instrument in the project process, s. first chapter)

• Performed throughout the entire project

• Ensures that project outputs are complete, correct and meet customers’ expectations

• Identifies the causes of quality defects in products and processes

• Can lead to Change Requests and project plan updates

• Data gathering

• Data analysis

• Inspection

• Data representation

• Meetings