INTRODUCTION TO QUALITY MANAGEMENT

1. INTRODUCTION TO QUALITY MANAGEMENT Project Quality Management

2. A little boy went into a store, reached for a soda carton and pulled it over to the telephone. He climbed onto the carton so that he could reach the buttons on the phone and proceeded to punch in seven digits. The store owner observed and listened to the conversation. The boy asked, "Maam, Can you give me the job of cutting your lawn?" The woman replied, "I already have someone to cut my lawn." "I will cut your lawn for half the price of the person who cuts your lawn now." replied the boy. The woman responded that she was very satisfied with the person who was presently cutting her lawn . The little boy was even more perseverant and said, "I'll even sweep your curb and your sidewalk, so on Sunday you will have the prettiest lawn in all of Palm beach, Florida." Again the woman answered in the negative. With a smile on his face, the little boy replaced the receiver. The store owner, who was listening to this conversation, walked over to the boy and said, "Son I like your attitude; I like that positive spirit and would like to offer you a job."

3. The little boy replied, "No thanks, I was just checking my performance on the job I already have. I am the one who is working for the lady I was talking to!"

4. QUALITY MANAGEMENT • WHAT IS MEANT BY QUALITY? • "Quality is the ability of a product or service to consistently meet customer expectations" • "Conformance to requirements" • "Fitness for use" • "Value to some person" • DIFFERENCE Between QUALITY & GRADE ?

5. Difference between Quality & Grade • Quality is fulfilling the customer requirements and grade is the facilities or features in the product. • "You can choose a low grade product but not the low quality product"

6. QUALITY MANAGEMENT • DIFFERENCE Between PRECISION & ACCURACY? • MANAGEMENT RESPONSIBILITY • CUSTOMER SATISFACTION WITH NO GOLD PLATING • PREVENTION OVER INSPECTION • COST OF QUALITY (next screen) • COST OF POOR QUALITY/ NON-CONFORMANCE

8. COST OF QUALITY/ POOR QUALITY Failure Costs: Costs incurred by defective parts/products or faulty services. Internal Failure Costs: Costs incurred to fix problems that are detected before the product/ service is delivered to the customer. External Failure Costs: All costs incurred to fix problems that are detected after the product/service is delivered to the customer. Appraisal Costs: Costs of activities designed to ensure quality or uncover defects. Prevention Costs: All training, planning, customer assessment, process control, and quality improvement costs to prevent defects from occurring.

9. CONSEQUENCES OF POOR QUALITY • Loss of business • Liabilities & re-working • Low productivity • Increased inspections • Cost overruns • Disturbed cash flows • Bad market reputation • Disagreements over product acceptances

10. QUALITY MANAGEMENT WHAT IS QUALITY MANAGEMENT Quality Management includes the processes required to ensure that project will satisfy the needs for which it was undertaken. Project Quality Management must address both; the management and the product of the project. Failure to either of the dimension can have serious negative consequences for the project stakeholders.

11. QUALITY MANAGEMENTClip • There are three (03) processes in this domain: • Plan Quality (Planning Process Group) • Perform Quality Assurance (Execution Process Group) • Perform Quality Control (Monitoring & C controlling Process Group)

12. QUALITY MANAGEMENT PLAN • What are the standards that apply on the project • Who would be involved in managing quality, when and what duties • Review of earlier decisions to ensure that they are correct • Quality meetings to be held and when • Reports that will address quality • What metrics would be used to measure quality • What parts of the project or deliverables would be measured and when

13. Comparison of Cost of conformance & non-conformance

14. QUALITY MANAGEMENT Difference Between QUALITY ASSURANCE AND QUALITY CONTROL QA QC 1. Part of Quality management focused on providing confidence that quality requirements will be fulfilled 2. QA is process oriented 3. QA interprets and strives to achieve customer requirements and project specifications 4. Audits 1. Part of Quality management focused on fulfilling quality requirements 2. QC is product oriented 3. QC helps QA to validate the customer requirements and project specifications 4. Inspections

15. QUALITY MANAGEMENT QA/ QC TOOLS

16. Fishbone/ Cause and Effect/ Ishikawa Diagram

17. Basic Layout of Cause-and-Effect Diagrams CAUSE A CAUSE C EFFECT EFFECT CAUSE B CAUSE D

18. Basic Layout of Cause-and-Effect Diagrams EFFECT Poor Gas Mileage

19. Basic Layout of Cause-and-Effect Diagrams Methods Machinery EFFECT Poor Gas Mileage People Material

20. Basic Layout of Cause-and-Effect Diagrams Methods Machinery Underinflated tires Use wrong gears Drive too fast EFFECT Poor Gas Mileage Carburetor Adjustment Improper lubrication Poor Maintenance Poor driving habits Poor quality gas People Material

21. Basic Layout of Cause-and-Effect Diagrams Methods Machinery Impatient Use wrong gears Underinflated tires Always Late Poor Hearing Drive too fast Music too loud Poor Gas Mileage EFFECT Cant hear engine Carburetor Adjustment Improper lubrication Poor Maintenance Lazy Poor driving habits Rs: Poor quality gas People Material

23. Control Chart

24. A typical Histogram

25. Pareto Chart

26. Scatter Diagram

27. Run Chart

29. “Quality is the result of a carefully constructed cultural environment. It has to be the fabric of the organization, not the part of the fabric” PHILIP CROSBY

30. QUALITY MANAGEMENT “Quality questions create a quality life. Successful people ask better questions, and as a result, they get better answers” Anthony Robbins Confusions, Queries, Concerns