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Quality Assurance & Control

Quality Blueprint - Improve Customer Satisfaction & Conform to Specification

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Quality Assurance & Control

  1. 1. Quality Assurance & Control Quality Blueprint - Improve Customer Satisfaction & Conform to Specification Anand Subramaniam
  2. 2. “Don't tell people how to do things, tell them what to do and let them surprise you with their results.” - George S. Patton 2
  3. 3. Highlights  Importance of Quality Assurance & Control  Quality & Conformance  Quality & Risk Management  Quality – Product & Process Aspect  Project Quality Management (PQM)  Integrate Customer Satisfaction & Conformance to Specification  Quality Blueprint 3
  4. 4. Importance of Quality Assurance & Control
  5. 5. Lack of Quality Assurance & Control Dissatisfied Customer REACT “Fix-Up Team” BIG SCREW PLAN DO UP Check 1 Rechecks REDO 5
  6. 6. Importance of Quality Assurance & Control Policy, Corporate objectives, Customer performanc procedures, service e standards Quality Corporate Assurance & Customer image satisfaction Control Staff moral, Continuous Project retention & improvemen success satisfaction t 6
  7. 7. Client’s Quality Expectation Quality tolerance Quality drivers Communication strategy in place Quality tools to be used Client’s Historical information Understanding Quality obtained & reviewed stakeholder Expectatio expectation n Understanding Understandin of roles & g the political Quality policy, procedures, responsibilities environment standards & objectives documented and understood 7
  8. 8. Strategic Quality Management Linked to Profitability Co Ad mp om b y va et er st d nt itiv Cu fine Strategic ag e De Quality e Management l Co mm al o fro itme i nt s m A nt d es Sta ll n ne oc ff la Pr P 8
  9. 9. Quality & Conformance
  10. 10. Impact on Quality - Change / Requirements  Clarification & refinement of business requirements  Understand that the needs of the User / Client may change during the project  Conflicting requirements among users  Clarification of role and responsibility during the project phases  Communication – quality check points / reports 10
  11. 11. Impact – Poor & Good / Built-in Quality Good / Built-in Poor Quality Quality Increased Costs Project is efficient Low Morale Less Inspection Lower Customer Satisfaction Less cost for rework Increased Risk Less cost for non- conformance 11
  12. 12. Cost – Conformance / Non Conformance Non Conformance Conformance Quality Training Rework Studies Scrap Surveys Inventory Costs Warranty Costs 12
  13. 13. Quality & Risk Management
  14. 14. Identify Risk in Current QA Process  Repeating errors  Lessons learned  Client quality standards  Unusually high error rates  Decision maker in the process  Dissention in the ranks (blaming)  Organisational standards for quality  Testing standards, processes & quality audits 14
  15. 15. Quality Issues & Risk Management Continuous Improvement identification Qualification Quantification Prioritisation Assignment Tracking & Resolution 15
  16. 16. Quality – Product & Process Aspect
  17. 17. Quality – Process & Product Aspect Product Process Deals with the Deals with best management of practice tools, scope processes and (requirements), time techniques used in (schedule), and cost managing a project (budget) used in managing the products and services of a project 17
  18. 18. Product Based Choose Analyse measurements anomalous to be made com ponents Select Identify components to anomalous be assessed measurements Measure component char acteristics 18
  19. 19. Process Based De velop Assess product Define process product quality No Yes Improve Quality Standar di e s process OK process 19
  20. 20. Project Quality Management
  21. 21. Quality Management Plan Quality Quality Quality Assuranc Planning Control e (PMI - Planning) (PMI – Controlling) (PMI – Execution) Communicates the plan that will be used to ensure project quality 21
  22. 22. Quality Management Quality Management Quality Planning Quality Assurance Quality Control (QP) (QA) (QC) Criteria driven Prevention driven Inspection driven 22
  23. 23. Criteria, Prevention & Inspection Criteria Preventio Inspection Driven n Driven Driven QP is used to identify QA is about utilising all QC is about ensuring the quality criteria the elements defined in that the products and quality planning that are services of the project that are relevant to needed to meet the the project and to comply with relevant customer’s plan how to satisfy requirements quality standards and them. about eliminating the QA is a continuous causes of QP lays out the roles process improvement unsatisfactory and responsibilities, performance QA involves managing resources, the quality of the project procedures, and deliverables. It is the ongoing quality processes to be management and utilised for QC and QA refers to the actual review of the process of QA testing the entire doing the work of the product before and project during its life during delivery cycle 23
  24. 24. Quality Planning Quality Planning Quality Policy Identify which quality standards Standards and are relevant to the project Products Regulations Quality and determine how to management Descriptions plan satisfy them. Quality Scope Planning should be Operational Statement definitions performed regularly and in Other parallel with the other Inputs for Other Process project planning processes. Processes Checklists Outputs ________________________ TOOLS • Benefits/Cost Analysis • Benchmarking • Flowcharting • Design of experience • Cost of Quality 24
  25. 25. Quality Assurance Quality Assurance Involves following up to make Quality Mgmt plan sure everything is done Operational definitions correctly and fulfills the Results of requirements of the project. quality Measurement Quality assurance may be Quality provided by the project Improvement team or any other stakeholder responsible for maintaining or assisting with the maintenance of quality for the project. ________________________ TOOLS • Quality planning tools and techniques • Quality audits 25
  26. 26. Quality Control Quality Control Completed Checklists Work results Monitoring specific project Quality results to determine if they Management Plan comply with relevant quality Products Descriptions standards/guidelines that are required in the quality Quality management plan, and Improvements Operational Definitions identifying ways to eliminate causes of Checklists Acceptance Decisions unsatisfactory performance. Rework _____________________________________________________________ TOOLS Process • Inspection Adjustments • Control Charts • Pareto diagrams Completed Checklists • Statistical sampling • Flowcharting • Trend analysis 26
  27. 27. Quality Components - Best Practice Quality Quality Assuranc Quality Planning e Control Continuous Priorities: scope, process Inspection: e.g. time, cost improvement: PM and team to process analysis, inspect work Scope statement removing non- value activities, Scope verification: Success criteria etc. to ensure product is of good quality Project metrics Prevention: toward project prevention quality activities before management problems occur Benchmark quality: establish a baseline 27
  28. 28. Integrate Customer Satisfaction & Conformance to Specification
  29. 29. Integration - Satisfaction & Conformance Generation of Front-end Concept Budgeting alternative customer developmen and earned- candidate process t value projects analysis planning Customer Satisfaction Scope of and Project work Metrics Conform to Specificatio n Schedulin Proto- g Quality Quality typing assurance audit 29
  30. 30. Front-End Customer Process Analysis  Understanding customer's business processes, work setting, and market forces  Tools & Techniques  Process Assessment  Market Analysis  Discounting / Net Present Value (NPV)  Weighted Scoring Models  Scheduling Tools 30
  31. 31. Concept Development  Identifying alternative project ideas and opportunities after full immersion in the customer's key processes and product / service mix  Tools & Techniques  Quality Function Deployment (QFD) Tools 31
  32. 32. Generation of Alternative Candidate Projects  To create ideas and options via brainstorming sessions  Tools & Techniques  Net Present Value  Weighted Scoring Models 32
  33. 33. Scope of Work  Provides an effective mechanism to emphasise quality  Tools & Techniques  Scope Document  Project Schedule  Key Milestones 33
  34. 34. Scheduling  Accomplished by first developing a work break- down structure and then scheduling the tasks built into that structure  Tools & Techniques  Developing a preliminary schedule with resource assignments  Getting approval of the schedule from the customer, stakeholders and project team 34
  35. 35. Budgeting & Earned Value  Earned value is an indicator of how much work has been accomplished at any given time in the project that has earned its value  Tools & Techniques  Earned Value is calculated automatically by any professional project management software if budget costs have been entered into the baseline schedule 35
  36. 36. Quality Assurance  Process of building quality into the definition, design, production, and testing of the product deliverable  Tools & Techniques  Statistical Analysis  Testing  Verifying  Validating Procedures to ensure that work is done right the first time 36
  37. 37. Project Metrics  Metrics include earned value, budget variance, verification and validation measures  Tools and techniques  Metrics are tailored to the unique performance requirements of the product 37
  38. 38. Prototyping  Process of demonstrating an early model of the deliverable and how it will work without having made major investments in its design and development  Tools and techniques  Use of electronic and visual representations, computer screens, models of products, and graphics 38
  39. 39. Quality Audit  Postmortem review of the project process to ensure that the experiences and documentation are captured and assessed for the purpose of improving future projects  Tools and techniques  Document Reviews  Interviews  Internal Control Analyses 39
  40. 40. Quality Blueprint
  41. 41. Build Quality into Project Deliverables Charter Team Develop Work Plan Planning “Plan the Work” “Doing The Right Endorsement Thing ” Manage the Work Execution “Work the Plan” “Doing Closure Things Right” 41
  42. 42. Quality Blueprint Process Measure and monitor Identify improvement opportunities “Doing Things Right” Develop and Determine customers execute solutions and suppliers “Doing The Right Thing ” Describe and analyse Establish agreed upon current process requirements Identify gaps 42
  43. 43. “The best executive is the one who has sense enough to pick good men to do what he wants done, and self-restraint to keep from meddling with them while they do it.” - Theodore Roosevelt 43
  44. 44. Good Luck http://www.linkedin.com/in/anandsubramaniam 44