Project Quality Management v1

Quality Consulting
Workshop on
Project Quality Management
Measureable Improvements. Guaranteed.
Be with the Best!
www.AdaptiveProcesses.com
An ISO 9001:2008 Certified Company

Quality Consulting
This Program will equip you to…
• Understand and Define Quality
• Project Quality Management
– Techniques for goal setting
– Define Appropriate Metrics
– Identify Risks
• Understand Quality Tools
• Learn project auditing process
4
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Quality Consulting
Do you recognize this creature?
The species who survive are not those who are strongest, but
who adapt - Charles Darwin

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Imperatives for business success
Consistently
meet customer
requirements
Improve
Productivity
Innovate
Business
Success

Quality Consulting
Re-invent or adapt?
• Many organizations have shared their
experiences with respect to quality
and business excellence
• Many international bodies have put
best practices in the form of
standards and models
• It makes immense sense to adapt
and improvise rather than invent
• Some widely-adapted standards /
models / methodologies are
ISO series of standards (9001, 27001 etc.)
Six sigma
Malcolm Baldrige
EFQM etc.

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Vocabulary
• Quality Management System
Part of management system devoted to
ensuring quality
Coordinated activities to direct and control an
organization with regard to quality
• Quality Control
Part of quality management focused on
fulfilling quality requirements
• Quality Assurance
Part of quality management focused on
providing confidence that quality
requirements will be fulfilled

Quality Consulting
How many of us do not check our bank
account at least once a month?
We measure what we value!

Quality Consulting
22
Why Measure?
• To determine how effectively and
efficiently the process or service
satisfies the customer.
• To identify improvement
opportunities.
• To make decisions based on FACT
and DATA

Quality Consulting
What are the different type of
metrics?

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Metrics Vs. KPI
• KPIs are critical metrics for
business among many metrics
• Business may use 100+ metrics
but have only 10 KPIs
• KPIs are critical business
performance indicators
28

Quality Consulting
Introduction to Balance Score Card

Quality Consulting
Why Balance Score Card?
• To achieve strategic objectives.
• To provide quality with fewer
resources.
• To eliminate non-value added
efforts.
• To align customer priorities and
expectations with the customer.
• To track progress.
• To evaluate process changes.
• To continually improve.
• To increase accountability.
34

Quality Consulting
Financial / Regulatory
Perspective
To satisfy our constituents, what
financial and regulatory objectives must
we accomplish?
• Possible Performance Measures
– Sales revenue
– Profitability
– Cost / Unit
– Unfunded Requirements or Projects
– Cost of Service
– Budget Projections and Targets
37

Quality Consulting
40
BSC measurements should
• Translate customer
expectations into goals.
• Evaluate the quality of
processes.
• Track our improvement.
• Focus our efforts on our
customers.
• Support our strategies.

Quality Consulting
43
Cost of Quality

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Case Study – Guided Discussion
46
Let us define Project Goals for the case study

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Metrics for the Caselet
• Quality of Execution
– Quality Work product
– Turn Around Time
– Visibility to Customer in Execution
• Move Work to Offshore
– Work handled from Offshore
– Utilization of Offshore Team
49
Important
Always look at the organization defined metric before
defining a new project specific metric

Quality Consulting
Caselet
Target Values
• Quality of Work
– Turn Around Time: 100% On Time Delivery
– Visibility to Customer in Execution: 100% sending of Weekly Status
Report
– Quality Work product: 0% Rejection
• Move Work to Offshore
– Work handled from Offshore: 80% Total Tickets handled by ABC T
– Utilization of Offshore Team: 80%
52
Define Quality Plan for the Case Study

Quality Consulting
Caselet – On Time Delivery
Steps in Project
Execution
• Understand MR
• Impact Analysis
• Estimate and
Commit Date
• Solution Design
• CUT
• Deliver
Crucial Steps
• Impact Analysis
• Solution Design
55
Effectiveness
Defects slipped/
Rework because
of poor Impact
Analysis
Defects slipped/
Rework because
of Solution Design
Define Target
Values
Please take help of
the Quality Team and
Delivery Manager
Develop Action
Items
Ensure Action Items
are:
• Trackable
• Implementable
Process Metric: On Time Delivery
Sub Process Metrics: Impact Analysis, Solution Design
Defects Injection Distribution
Defects Detection
Distribution

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Quality Tools
58

Quality Consulting
Learning Objectives
• To understand the use of Failure Modes Effect
Analysis (FMEA)
• To learn the steps to developing FMEAs
• To summarize the different types of FMEAs
• To learn how to link the FMEA to other Black Belt
tools
• To perform an exercise to actually perform
an FMEA
61

Quality Consulting
What Is A Failure Mode?
• A Failure Mode is:
– The way in which the
component, subassembly,
product, input, or process could
fail to perform its intended
function
• Failure modes may be the result of
upstream operations or may cause
downstream operations to fail
– Things that could go wrong
64
What Can Go
Wrong?

Quality Consulting
Implementing FMEA
• How
– Team identifies potential failure modes for design functions or process
requirements
• They assign severity to the effect of this failure mode
• They assign frequency of occurrence to the potential cause of failure and likelihood
of detection
– Team calculates a Risk Priority Number by multiplying severity times
frequency of occurrence times likelihood of detection
– Team uses ranking to focus process improvement efforts
67

Quality Consulting
When to Conduct an FMEA
• Early in the process improvement
investigation
• When new systems, products, and
processes are being designed
• When existing designs or processes are
being changed
• When carry-over designs are used in new
applications
• After system, product, or process
functions are defined, but before specific
hardware is selected or released to
manufacturing
70

Quality Consulting
Types of FMEAs
• Design
– Analyzes product design before
release to production, with a focus on
product function
– Analyzes systems and subsystems in
early concept and design stages
• Process
– Used to analyze manufacturing and
assembly processes
73

Quality Consulting
FMEA Procedure (Cont.)
5. Calculate the Risk Priority
Number (RPN)
6. Develop recommended actions,
assign responsible persons, and
take actions
– Give priority to high RPNs
– MUST look at severities rated a 10
7. Assign the predicted severity,
occurrence, and detection levels
and compare RPNs
76

Quality Consulting
Severity, Occurrence, and Detection
• Severity
– Importance of the effect on
customer requirements
• Often can’t do anything about this
• Occurrence
– Frequency with which a given
cause occurs and creates failure
modes
• Detection
– The ability of the current control
scheme to detect or prevent a given
cause
79

Quality Consulting
Risk Priority Number (RPN)
RPN is the product of the severity, occurrence, and
detection scores.
82
Severity Occurrence
Non-
Detection
RPNX X =

Quality Consulting
Truck Stop Coffee C&E Matrix
85
Temp of
Coffee Taste Strength Process Outputs
8 10 6 Importance
Process Step ----- Process input ----- --------- Total ---------
0
Clean Carafe 0 3 1 36
Fill Carafe with Water 0 9 9 144
Pour Water into Maker 0 1 1 16
Place Filter in Maker 0 3 1 36
Put Coffee in Filter 0 9 9 144
Turn Maker On 3 1 0 34
Select Temperature Setting 9 3 3 120
Receive Coffee Order 0 0 1 6
Pour Coffee into Cup 3 1 3 52
Offer Cream & Sugar 3 9 3 132
Complete Transaction 1 1 1 24
Say Thank You 0 0 0 0
0
0
0
0
0
0
0
0
0
0
0
--------- Correlation of Input to Output ---------
We will focus on one of the two steps with the highest
scores
C&E Matrix

Quality Consulting
Step 3: Identify Potential Causes of Each
Failure Mode and Assign Score
88

Quality Consulting
Step 6: Develop Recommended Actions,
Assign Responsible Persons, and Take Actions
91

Quality Consulting
Summary
• An FMEA:
– Identifies the ways in which a
product or process can fail
– Estimates the risk associated with
specific causes
– Prioritizes the actions that should be
taken to reduce risk
• FMEA is a team tool
• There are two different types of
FMEAs:
– Design
– Process
94

Quality Consulting
Reviews - Advantage
• Can be applied early
during development stage
• Less expensive than tests

Quality Consulting
Types of Reviews
• Informal reviews
• Walkthroughs
• Formal inspection
• Formal offline review (FOR)

Quality Consulting
Walkthroughs Cont…
• No advance preparation is needed by the reviewers
• The peer review leader controls the flow of the
review process
• Responsibilities of a PRL is the same as in formal
inspection process

Quality Consulting
Usage of Tools like checklist
• Keeps objectives clear
• Ensures coverage of scope
• Reduces bias
• Record observations

Quality Consulting
Defect Logging
• Defects to be logged along
with.
– Description of the defect.
– Priority.
– Severity.
– Symptoms.
– Phase originated in.
– Phase found in.
– Date reported.

Quality Consulting
Causal Analysis - How ?
• Identify Primary
Causes / Defect Types
– Brainstorm

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Causal Analysis - How ?
• Identify top n primary
causes / defect types
(should cover atleast more
than 50 % of the defects)
– Can be derived from the
Pareto chart

Quality Consulting
© Adaptive Processes
Root Cause Analysis
• What Is It?
– Root Cause Analysis Allows
The Team To
– Focus On The ‘Vital Few’
• Objectives Of Root Cause
Analysis
– Determine, With Reasonable
Confidence, What Is Creating
The Problem(s) In a Process
– Allows Development Of
Focused Permanent Solutions

Quality Consulting
Any Questions?
Thank You!

1
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