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Quality Management
LING Zong, Ph. D. IBM Software Group San Jose, California, U.S.A.
2014/4/22
Contents
Quality Management
Quality Assurance
Quality Audit
2014/4/22
Should every computer system be held back until there is not one single flaw remaining?
Required quality should be considered as part of the overall Project Definition work.
It will impact upon such things as the estimates and benefit case.
Such things are business decisions. They can only be taken by the Project Sponsor and senior management team of the organization.
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Do you want a complete solution, or will you settle for a partial solution and come back to finish it at a later date?
You need to make it clear that these are mutually exclusive alternatives you cannot together do magnificent, complete and fast.
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Very often, commercial pressures mean that the best business decision is to achieve an "80%" solution fast.
Many early e-commerce business-to-consumer solutions looked great to the customer but involved staff re-keying data into the sales order systems or manually processing credit card transactions.
Case Study A company decided to achieve a rapid deployment by focusing on 80% solutions and breaking their requirements into five phases of development and deployment. A project reviewer asked if they had considered how functional the end result would be. Would it be 80% x 80% x 80% x 80% x 80%? That would be 33% - one third what you need. 2014/4/22 Advanced IT Project Management
Definition of Quality
Quality - Is the degree to which a set of inherent characteristics fulfills requirements Quality is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs
Stated and implied needs are the inputs to developing project requirements
A critical element of quality management in the context of a project is to turn the needs, wants, and expectations of stakeholders into requirements by performing a stakeholders analysis, performed as part of project scope management
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- Fitness for use. (Is the product or service capable of being used?)
- Fitness for purpose. (Does the product or service meet its intended purpose?) - Customer satisfaction. (Does the product or service meet the customer's expectations?) - Conformance to the requirements. (Does the product or service conform to the Requirements?)
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Description
What are the objectives of Quality Management? To what extent is quality a requirement in preference to timescales, costs, functionality etc? What specific requirements are to be addressed What approaches and methods What format and detail should deliverables be in Specified procedures for project tasks
Examples
Acceptable levels of functionality to achieve Acceptable levels of security, bugs etc Investment in testing Review and sign-off of specific deliverables or work by specified people types and depth of testing required Availability of specified functions Iterative development in specified stages Methodology to be followed Peer review of all deliverables web page layout & navigation standards coding standards documentation standards check-in and check-out of code documentation control procedure issues management procedure
Requirements
Quality Management Plan is often an evolving document. As the project progresses it will need to adapt to changes and decisions. For example, detailed website design and navigation is unlikely to be defined at the start of the project unless you are adding to an existing solution.
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This provides a guide for the people conducting the work and a checklist for the phase-end review.
It is good project management practice, as well as a Quality Management process, to identify in advance all the anticipated deliverables.
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only one person can have update access to a document or system component at any one time - access will be controlled through the configuration management and/or documentation control procedures
all completed work will be signed off by the responsible user manager once a deliverable is completed, signed off and closed it can only be re-opened by following the change control procedure
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naming conventions
documentation standards procedures to follow (e.g. documentation control, configuration management, issues management, bug reports, testing).
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In particular, completion should be logged and a check made to ensure that the correct methods, controls and approvals were completed.
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The phase-end Quality Review should be agreed and signed off by the Project Sponsor and/or senior leadership representing the organization.
There should be little to do at the end of the phase - if there are significant problems it is too late to do anything without an adverse impact on costs and timescales.
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learning lessons, planning further improvements, improving estimating techniques, paying contractors and suppliers etc.
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Contents
Quality Management
Quality Assurance
Quality Audit
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Leads to taking actions to increase the effectiveness and efficiency of the project to provide added benefits to the project stakeholders (Quality Improvement)
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Continuous Improvement
Continuous Improvement (CI) - Adopting new activities and eliminating those which are found to add little or no value The goal is to increase effectiveness by reducing inefficiencies, frustrations, and waste (rework, time, effort, material, and so forth) The Japanese term is Kaizen, which is taken from the words Kai meaning change and zen meaning good The Plan- Do-Check-Act cycle of activities is designed to drive continuous improvement and is the basis for quality improvement
This cycle is linked by results with the results of one part of the cycle becoming the input to another part of the cycle
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Results include both product results, such as deliverables, and management results, such as cost and schedule performance
Project management teams should have a working knowledge of statistical quality control, especially sampling and probability, to help them evaluate quality control outputs
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Cost of Quality
Cost of quality is the total cost of all efforts to achieve product or service quality which includes all work to ensure conformance to the requirements as well as all work resulting from nonconformance to the requirements Prevention and appraisal costs (cost of conformance) include costs for quality planning, quality control (QC), and quality assurance to ensure compliance to requirements (that is, training, QC systems, etc..) Failure costs (cost of non-conformance) include costs to rework products, components, or processes that are non-compliant, costs of warranty work, waste, and loss of reputation
Cost of a quality system is often viewed as a negative cost because errors in work have been traditionally accepted as a cost of doing business
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Project Staff
Customer Vendors, suppliers, and contractors Regulatory Agencies
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Competency center reviews are used to validate documentation, studies, and proposed technical solutions to problems
Fitness reviews and audits determine the fitness of a product or part of a project (addresses specific issues)
The collection of quantitative data for statistical analysis is the basis for proactive management by FACT rather than by EXCEPTION
Management by exception lets errors and defects happen before management intervention
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Contents
Quality Management
Quality Assurance
Quality Audit
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CLASS B:
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Procedures
Defined
Controlled
Communicated
Used
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This should be seen as an underlying framework and set of rules to apply in the project's Quality Management processes.
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Such reviews are most likely to be applied at phase end and project completion.
Of course, the major drawback of such a review is that it is normally too late to affect the outcome of the work. The emphasis is often on learning lessons and fixing administrative items.
In many ways, the purpose of the review is to encourage conformity by the threat of a subsequent bad experience with the quality police.
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Key Messages
Quality is planned in, not inspected in The development and maintenance of a project quality team facilitates work that is performed appropriately and that conforms to the customer's requirements The use of tools is essential to the execution of quality programs; these tools assist and support the project manager in the identification of deviations from standards Cost of Quality includes the cost of conformance and the cost of nonconformance The Plan- Do-Check-Act cycle of activities is designed to drive continuous improvement and is the basis for quality improvement
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Contents
Quality Management
Quality Assurance
Quality Audit
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The End !
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