文档介绍：PMP Preparation Training
Quality Management
Chapter 8
Quality Management
Quality Planning
Quality Assurance
Quality Control
Processes necessary to ensure that the project will satisfy customer requirements
Quality Management
Quality
Planning
Planning
Quality
Control
Controlling
Quality
Assurance
Executing
Quality Management
Addresses both the management of the project and of the product of the project
Improves project management as well as the quality of the product
Delivery of both high quality and high grade of product
Quality is planned in, not inspected in
Investments in product quality improvement must often be borne by the anization
Philosophies
Deming Leadership, long-pany position; continuous improvement; participatory; zero defects
Japanese Similar to Deming
Juran Decrease cost of quality
Crosby Decrease cost of quality; authoritarian; zero defects
Theory X Workers lazy, motivated by money
Theory Y Workers good and trustworthy
ISO 9000
ISO9000
ISO9001 – Design/Develop/Produce/Install & Service
ISO9002 – Produce & Install
ISO9003 – Inspection & Testing
Cost
Prevention costs: Training, surveys, implementation of quality system
Failure costs: Rework, rejects, scrap
External Costs: Warranty, recall, plaints
Note – 85 % of costs are responsibility of management
Project Management & Quality Management
Customer satisfaction – Understanding, managing, and influencing needs so that customer expectations are met or exceeded
Prevention over inspection – The cost of avoiding mistakes is much less than the cost of correcting them
Management responsibility – ess requires participation of all members of the team, but it is the responsibility of management to provide resources needed
Processes within phases – Plan/Do/Check/Act cycle
Process Improvement
Plan for Improvement
Do on a small scale
Check the results
Act by correcting
Process
Improvement
Quality Planning
Identifying the quality standards that are relevant to the pro