项目管理双语课件第七章-质量控制

QualityPlanning QualityAssurance QualityControl

ProcessesnecessarytoensurethattheprojectwillsatisfycustomerrequirementsChapter7–ProjectQualityManagement QualityPlanningProcessesnecQualityManagementQualityPlanningPlanningQualityControlControllingQualityAssuranceExecutingQualityManagementQualityPlanQualityManagementAddressesboththemanagementoftheprojectandoftheproductoftheprojectImprovesprojectmanagementaswellasthequalityoftheproductDeliveryofbothhighqualityandhighgradeofproductQualityisplannedin,notinspectedinInvestmentsinproductqualityimprovementmustoftenbebornebytheperformingorganizationQualityManagementAddressesboPhilosophiesDeming Leadership,long-termcompany position;continuousimprovement; participatory;zerodefectsJapanese

SimilartoDemingJuran

DecreasecostofqualityCrosby Decreasecostofquality; authoritarian;zerodefectsTheoryX Workerslazy,motivatedbymoneyTheoryY WorkersgoodandtrustworthyPhilosophiesDeming LeaderISO9000ISO9000ISO9001–Design/Develop/Produce/Install&ServiceISO9002–Produce&InstallISO9003–Inspection&TestingCostPreventioncosts:Training,surveys,implementationofqualitysystemFailurecosts:Rework,rejects,scrapExternalCosts:Warranty,recall,handlingcomplaintsNote–85%ofcostsareresponsibilityofmanagementISO9000ISO9000CostProjectManagement&

QualityManagementCustomersatisfaction–Understanding,managing,andinfluencingneedssothatcustomerexpectationsaremetorexceededPreventionoverinspection–ThecostofavoidingmistakesismuchlessthanthecostofcorrectingthemManagementresponsibility–Successrequiresparticipationofallmembersoftheteam,butitistheresponsibilityofmanagementtoprovideresourcesneededProcesseswithinphases–Plan/Do/Check/ActcycleProjectManagement&

QualityProcessImprovementPlanforImprovementDoonasmallscaleChecktheresultsActbycorrectingProcessImprovementProcessImprovementPlanforImQualityPlanningIdentifyingthequalitystandardsthatarerelevanttotheprojectanddetermininghowtomeetthemQualityisplannedin–NOT

inspectedinQualityPlanningIdentifyingthQualityPlanningInputs QualitypolicyScopestatementProductdescriptionStandards®ulationsOtherprocessoutputsTools&TechniquesBenefit/costanalysisBenchmarkingFlowchartsDesignofexperimentsCostofquality

OutputsQualitymanagementplanOperationaldefinitionsChecklistsInputstootherprocessesQualityPlanningInputs Tools&InputsQualitypolicy–“Overallintentionsanddirectionofanorganizationwithregardtoqualityasformallyexpressedbytopmanagement”InternationalOrganizationofStandardsThequalitypolicyoftheorganizationcanbeadoptedforusebytheprojectStakeholdersshouldbefullyawareofitQualityPlanningInputsQualitypolicy–“OveralInputs(cont.)Scopestatement–DocumentsthemajorproductdeliverablesandobjectivesthatservetodefineimportantstakeholderrequirementsProductdescription–ContainsdetailsoftechnicalissuesandofotherconcernsthatmayaffectqualityplanningStandardsandregulations–SpecificstandardsorregulationsthatmayaffecttheprojectOtherprocessoutputs–ProcessesinotherknowledgeareasmayproduceoutputsthatshouldbeconsideredpartofqualityplanningQualityPlanningInputs(cont.)ScopestatementTools&TechniquesBenefit/costanalysis–CostandbenefittradeoffsofmeetingqualityrequirementsBenchmarking–Comparingactualorplannedprojectpracticestootherprojects,inordertogenerateideasforimprovementandtoprovideastandardagainstwhichtomeasureperformanceDesignofexperiments–Statisticalmethodthathelpsidentifywhichfactorsmightinfluencespecificvariables.Costofquality–Thetotalcostofalleffortstoachieveproduct/servicequality,andincludesallworktoensureconformancetorequirements,aswellasallworkresultingfromnonconformancetorequirementsQualityPlanningTools&TechniquesBenefit/costTools&Techniques(cont.)FlowchartingCause-and-effectdiagram–IllustrateshowcausesandsubcausesrelateandcreatepotentialproblemsoreffectsProcessflowchart–ShowshowvariouselementsinterrelateQualityPlanningTools&Techniques(cont.)FlowCauseandEffectDiagramFactorFactorFactorFactorFactorFactorFactorFactorEffectPerformanceQualityPlanningCauseandEffectDiagramFactorExampleCauseandEffectDiagrampeoplepolicyorganizationmethodsEfficientMailServiceinformationequipmentenvironmentmaterialsQualityPlanningExampleCauseandEffectDiagraProcessFlowChartQualityPlanningBillsFromShipperVerifyOKPreparePayAuthorizationPrepareLetterofDisputeYesNoSendtoPayingOfficeSendtoShipperProcessFlowChartQualityPlanOutputsQualitymanagementplan–DescribeshowthePMteamwillimplementqualitypolicy.Addressesqualitycontrol,qualityassurance,andqualityimprovementfortheproject.Operationaldefinitions(Metrics)–DescribeswhatsomethingisandhowitismeasuredbythequalitycontrolprocessChecklist–UsedtoverifythatasetofrequiredstepshasbeenperformedInputstootherprocesses–QualityplanningmayidentifyaneedforfurtheractivityinanotherareaQualityPlanningOutputsQualitymanagementplanQualityAssurance

PlannedandsystematicactivitiesimplementedwithinthequalitysysteminordertoprovideconfidencethattheprojectwillsatisfytherelevantqualitystandardsQualityAssurance PlannedandQualityAssuranceWhatManagerialauditfunctionHowPrepareandimplementanorganizationQAprogramTailorapracticalprogramtomeetrequirementsWhyQualityimprovementIncreaseeffectivenessandefficiencyQualityAssuranceWhatQualityAssuranceInputs QualitymanagementplanResultsofquality-controlmeasurementsOperationaldefinitionsTools&TechniquesQuality-planningtoolsandtechniquesQualityaudits

OutputsQualityimprovementQualityAssuranceInputs ToolsInputsQualitymanagementplanResultsofquality-controlmeasurements–Recordsofquality-controltestingandmeasurement,presentedinaformatusefulforcomparisonandanalysisOperationaldefinitionQualityAssuranceInputsQualitymanagementplanQTools&TechniquesQuality-planningtoolsandtechniquesBenefit/costanalysisBenchmarkingFlowchartingDesignofexperimentsQualityaudits–StructuredreviewofQMactivitiesinordertoidentifythelessonslearnedthatcanimprovetheperformanceofthisprojectandofotherprojectswithintheorganizationQualityAssuranceTools&TechniquesQuality-planOutputsQualityimprovementTakingactiontoincreasetheeffectivenessandefficiencyoftheprojectandtoprovideaddedbenefitstotheprojectstakeholdersPreparingchangerequestsortakingcorrectiveactioninaccordwithproceduresforoverallchangecontrolQualityAssuranceOutputsQualityimprovementQualQualityControl

MonitoringresultstodetermineiftheycomplywithrelevantqualitystandardsandidentifyingwaystoeliminateproblemcausesProjectresultsaredeliverablesandmanagementresults,suchascostandscheduleperformanceQualityControl MonitoringresQualityControlInputsWorkresultsQMPOperationaldefinitionChecklistsTools&TechniquesInspectionsControlchartsParetodiagramsStatisticalsamplingFlowchartingTrendanalysisOutputsQualityimprovementAcceptancedecisionsReworkCompletedchecklistsProcessadjustmentsQualityControlInputsTools&TInputsWorkResultsQMPOperationaldefinitionChecklistsQualityControlInputsWorkResultsQualityContTools&TechniquesFlowchartingInspection–Measuring,examining,andtestingtodeterminewhetherresultsconformwithrequirementsStatisticalsampling–ChoosingforinspectionapartofapopulationofinterestAcceptancesampling–Evaluatingaportionofalottodetermineacceptanceorrejectionoftheentirelot

Pluses:

Goodif:inspectioncostshigh,destructive testingrequired,inspectionprocedurestedious

Minuses: NotgoodiflotssmallQualityControlTools&TechniquesFlowchartingControlChartsRuleofSeven–RunofsevenpointstowardupperorlowercontrollimitmayindicatethatprocessisoutofcontrolAssignablecauses–Variationsmaybecausedbydifferencesinmachines,workersovertime,etc.Identifytherootcause.QualityControl

Graphicdisplaysoftheresults,overtime,ofaprocess;usedtoassesswhethertheprocessis“incontrol”ControlChartsRuleofSeven–ParetoDiagramHistogram,orderedbyfrequencyofoccurrence,thatshowshowmanyresultsweregeneratedbytypeorcategoryofidentifiedcauseQualityControlPareto’sLaw–Arelativelysmallnumberofcauseswilltypicallyproducealargemajorityoftheproblemsordefects(80/20rule)ParetoDiagramHistogram,orderParetoDiagramNumberofDefectivesPercentageofDefectivesABCDE0102030401007550250CumulativePercentageFrequencybyCauseDefectiveItemsQualityControlParetoDiagramNumberofPercenTrendAnalysisTechnicalperformance–Howmanyerrorsordefectshavebeenidentified;howmanyremainuncorrectedCostandscheduleperformance–HowmanyactivitiesperperiodwerecompletedwithsignificantvariancesQualityControlUsingmathematicaltechniquestoforecastfutureoutcomesbasedonhistoricalresultsTrendAnalysisTechnicalperforStatisticalQualityControlPrevention–KeepingerrorsoutoftheprocessInspection–KeepingtheerrorsoutofthehandsofthecustomerSpecialcauses–UnusualeventsRandomcauses–NormalprocessvariationQualityControlStatisticalQualityControlPreStatisticalQualityControlAttributesampling–TheresultconformsoritdoesnotVariablessampling–TheresultisratedonacontinuousscalethatmeasuresthedegreeofconformityTolerances–TheresultisacceptableifitfallswiththerangespecifiedbythetoleranceControllimits–TheprocessisincontroliftheresultfallswithinthecontrollimitsQualityControlStatisticalQualityControlAttStandarddeviation–SquarerootofthevarianceUsingStandardDeviationMean

()–AverageVariance–Sumofsquareddifferencesbetweenmeanandeachvalue,(x-)2,dividedbynumberofsampleslessone or(9-1=8)QualityControlUppercontrollimit(UCL)–ThreestandarddeviationsStandarddeviation–SquareroStatisticsQualityControl0-1-2-3+1+2+32standarddeviations(+/-1)=68.26%4standarddeviations(+/-2)=95.46%6standarddeviations(+/-3)=99.73%StatisticsQualityControl0-1-2ExampleofStandardDeviationItem Weight(x) (x-)2 1 4.9 0.02778 2 5.0 0.00444 3 5.1 0.00111 4 5.2 0.01778 5 5.3 0.05444 6 5.5 0.18778 7 4.7 0.13444 8 4.8 0.07111 9 5.1

0.00111Total 45.6 0.50000

QualityControlExampleofStandardDeviationIExampleofStandardDeviationMean

()=45.6/9=5.066;(roundedto5.07)Variance–Sumofsquareddifferencesbetweenmeanandeachvalue,(x-)2,dividedbynumberofsampleslessone or(9-1=8);thus0.5/8

=0.0625QualityControlStandarddeviation–Squarerootofthevariance;thus0.0625=0.25Uppercontrollimit(UCL)=Threestandarddeviations;thus3(0.25)+(or5.07)=5.82.Thelowercontrollimit(LCL)equals4.32or5.07-3(0.25).ExampleofStandardDeviationMOutputsQualityimprovementAcceptancedecisions–Itemsinspectedwilleitherbeacceptedorrejected.RejecteditemsmayneedreworkRework–Actiontakentobringadefectiveornon-conformingitemintocompliancewithrequirementsorspecificationsCompletedchecklists–Becomepartofproject’srecordsProcessadjustments–Immediatecorrectiveorpreventiveaction,inaccordancewithchangecontrolproceduresQualityControlOutputsQualityimprovementQual

QualityPlanning QualityAssurance QualityControl

ProcessesnecessarytoensurethattheprojectwillsatisfycustomerrequirementsChapter7–ProjectQualityManagement QualityPlanningProcessesnecQualityManagementQualityPlanningPlanningQualityControlControllingQualityAssuranceExecutingQualityManagementQualityPlanQualityManagementAddressesboththemanagementoftheprojectandoftheproductoftheprojectImprovesprojectmanagementaswellasthequalityoftheproductDeliveryofbothhighqualityandhighgradeofproductQualityisplannedin,notinspectedinInvestmentsinproductqualityimprovementmustoftenbebornebytheperformingorganizationQualityManagementAddressesboPhilosophiesDeming Leadership,long-termcompany position;continuousimprovement; participatory;zerodefectsJapanese

SimilartoDemingJuran

DecreasecostofqualityCrosby Decreasecostofquality; authoritarian;zerodefectsTheoryX Workerslazy,motivatedbymoneyTheoryY WorkersgoodandtrustworthyPhilosophiesDeming LeaderISO9000ISO9000ISO9001–Design/Develop/Produce/Install&ServiceISO9002–Produce&InstallISO9003–Inspection&TestingCostPreventioncosts:Training,surveys,implementationofqualitysystemFailurecosts:Rework,rejects,scrapExternalCosts:Warranty,recall,handlingcomplaintsNote–85%ofcostsareresponsibilityofmanagementISO9000ISO9000CostProjectManagement&

QualityManagementCustomersatisfaction–Understanding,managing,andinfluencingneedssothatcustomerexpectationsaremetorexceededPreventionoverinspection–ThecostofavoidingmistakesismuchlessthanthecostofcorrectingthemManagementresponsibility–Successrequiresparticipationofallmembersoftheteam,butitistheresponsibilityofmanagementtoprovideresourcesneededProcesseswithinphases–Plan/Do/Check/ActcycleProjectManagement&

QualityProcessImprovementPlanforImprovementDoonasmallscaleChecktheresultsActbycorrectingProcessImprovementProcessImprovementPlanforImQualityPlanningIdentifyingthequalitystandardsthatarerelevanttotheprojectanddetermininghowtomeetthemQualityisplannedin–NOT

inspectedinQualityPlanningIdentifyingthQualityPlanningInputs QualitypolicyScopestatementProductdescriptionStandards®ulationsOtherprocessoutputsTools&TechniquesBenefit/costanalysisBenchmarkingFlowchartsDesignofexperimentsCostofquality

OutputsQualitymanagementplanOperationaldefinitionsChecklistsInputstootherprocessesQualityPlanningInputs Tools&InputsQualitypolicy–“Overallintentionsanddirectionofanorganizationwithregardtoqualityasformallyexpressedbytopmanagement”InternationalOrganizationofStandardsThequalitypolicyoftheorganizationcanbeadoptedforusebytheprojectStakeholdersshouldbefullyawareofitQualityPlanningInputsQualitypolicy–“OveralInputs(cont.)Scopestatement–DocumentsthemajorproductdeliverablesandobjectivesthatservetodefineimportantstakeholderrequirementsProductdescription–ContainsdetailsoftechnicalissuesandofotherconcernsthatmayaffectqualityplanningStandardsandregulations–SpecificstandardsorregulationsthatmayaffecttheprojectOtherprocessoutputs–ProcessesinotherknowledgeareasmayproduceoutputsthatshouldbeconsideredpartofqualityplanningQualityPlanningInputs(cont.)ScopestatementTools&TechniquesBenefit/costanalysis–CostandbenefittradeoffsofmeetingqualityrequirementsBenchmarking–Comparingactualorplannedprojectpracticestootherprojects,inordertogenerateideasforimprovementandtoprovideastandardagainstwhichtomeasureperformanceDesignofexperiments–Statisticalmethodthathelpsidentifywhichfactorsmightinfluencespecificvariables.Costofquality–Thetotalcostofalleffortstoachieveproduct/servicequality,andincludesallworktoensureconformancetorequirements,aswellasallworkresultingfromnonconformancetorequirementsQualityPlanningTools&TechniquesBenefit/costTools&Techniques(cont.)FlowchartingCause-and-effectdiagram–IllustrateshowcausesandsubcausesrelateandcreatepotentialproblemsoreffectsProcessflowchart–ShowshowvariouselementsinterrelateQualityPlanningTools&Techniques(cont.)FlowCauseandEffectDiagramFactorFactorFactorFactorFactorFactorFactorFactorEffectPerformanceQualityPlanningCauseandEffectDiagramFactorExampleCauseandEffectDiagrampeoplepolicyorganizationmethodsEfficientMailServiceinformationequipmentenvironmentmaterialsQualityPlanningExampleCauseandEffectDiagraProcessFlowChartQualityPlanningBillsFromShipperVerifyOKPreparePayAuthorizationPrepareLetterofDisputeYesNoSendtoPayingOfficeSendtoShipperProcessFlowChartQualityPlanOutputsQualitymanagementplan–DescribeshowthePMteamwillimplementqualitypolicy.Addressesqualitycontrol,qualityassurance,andqualityimprovementfortheproject.Operationaldefinitions(Metrics)–DescribeswhatsomethingisandhowitismeasuredbythequalitycontrolprocessChecklist–UsedtoverifythatasetofrequiredstepshasbeenperformedInputstootherprocesses–QualityplanningmayidentifyaneedforfurtheractivityinanotherareaQualityPlanningOutputsQualitymanagementplanQualityAssurance

PlannedandsystematicactivitiesimplementedwithinthequalitysysteminordertoprovideconfidencethattheprojectwillsatisfytherelevantqualitystandardsQualityAssurance PlannedandQualityAssuranceWhatManagerialauditfunctionHowPrepareandimplementanorganizationQAprogramTailorapracticalprogramtomeetrequirementsWhyQualityimprovementIncreaseeffectivenessandefficiencyQualityAssuranceWhatQualityAssuranceInputs QualitymanagementplanResultsofquality-controlmeasurementsOperationaldefinitionsTools&TechniquesQuality-planningtoolsandtechniquesQualityaudits

OutputsQualityimprovementQualityAssuranceInputs ToolsInputsQualitymanagementplanResultsofquality-controlmeasurements–Recordsofquality-controltestingandmeasurement,presentedinaformatusefulforcomparisonandanalysisOperationaldefinitionQualityAssuranceInputsQualitymanagementplanQTools&TechniquesQuality-planningtoolsandtechniquesBenefit/costanalysisBenchmarkingFlowchartingDesignofexperimentsQualityaudits–StructuredreviewofQMactivitiesinordertoidentifythelessonslearnedthatcanimprovetheperformanceofthisprojectandofotherprojectswithintheorganizationQualityAssuranceTools&TechniquesQuality-planOutputsQualityimprovementTakingactiontoincreasetheeffectivenessandefficiencyoftheprojectandtoprovideaddedbenefitstotheprojectstakeholdersPreparingchangerequestsortakingcorrectiveactioninaccordwithproceduresforoverallchangecontrolQualityAssuranceOutputsQualityimprovementQualQualityControl

MonitoringresultstodetermineiftheycomplywithrelevantqualitystandardsandidentifyingwaystoeliminateproblemcausesProjectresultsaredeliverablesandmanagementresults,suchascostandscheduleperformanceQualityControl MonitoringresQualityControlInputsWorkresultsQMPOperationaldefinitionChecklistsTools&TechniquesInspectionsControlchartsParetodiagramsStatisticalsamplingFlowchartingTrendanalysisOutputsQualityimprovementAcceptancedecisionsReworkCompletedchecklistsProcessadjustmentsQualityControlInputsTools&TInputsWorkResultsQMPOperationaldefinitionChecklistsQualityControlInputsWorkResultsQualityContTools&TechniquesFlowchartingInspection–Measuring,examining,andtestingtodeterminewhetherresultsconformwithrequirementsStatisticalsampling–ChoosingforinspectionapartofapopulationofinterestAcceptancesampling–Evaluatingaportionofalottodetermineacceptanceorrejectionoftheentirelot

Pluses:

Goodif:inspectioncostshigh,destructive testingrequired,inspectionprocedurestedious

Minuses: NotgoodiflotssmallQualityControlTools&TechniquesFlowchartingControlChartsRuleofSeven–RunofsevenpointstowardupperorlowercontrollimitmayindicatethatprocessisoutofcontrolAssignablecauses–Variationsmaybecausedbydifferencesinmachines,workersovertime,etc.Identifytherootcause.QualityControl

Graphicdisplaysoftheresults,overtime,ofaprocess;usedtoassesswhethertheprocessis“incontrol”ControlChartsRuleofSeven–ParetoDiagramHistogram,orderedbyfrequencyofoccurrence,thatshowshowmanyresultsweregeneratedbytypeorcategoryofidentifiedcauseQualityControlPareto’sLaw–Arelativelysmallnumberofcauseswilltypicallyproducealargemajorityoftheproblemsordefects(80/20rule)ParetoDiagramHistogram,orderParetoDiagramNumberofDefectivesPercentageofDefectivesABCDE0102030401007550250CumulativePercentageFrequencybyCauseDefectiveItemsQualityControlParetoDiagramNumberofPercenTrendAnalysisTechnicalperformance–Howmanyerrorsordefectshavebeenidentified;howmanyremainuncorrectedCostandscheduleperformance–HowmanyactivitiesperperiodwerecompletedwithsignificantvariancesQualityControlUsingmathematicaltechniquestoforecastfutureoutcomesbasedonhistoricalresultsTrendAnalysisTechnicalperforStatisticalQualityControlPrevention–Keepingerrorso