Introduction to Project Management

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Introduction to Project Management

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Quality Management

Learning Objectives

• Develop a quality management plan.

• Perform quality assurance.

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What is Quality?

Institute of Medicine defines six characteristics of

high-quality care:

1. Care must be safe

2. Care must be effective and reliable

3. Care must be patient-centered

4. Care must be timely

5. Care must be efficient

6. Care must be equitable

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Quality Control vs. Quality

Assurance

Quality Assurance applies to a

process. It is a set

of activities designed to ensure that the

development and/or maintenance process is

adequate to ensure a system will meet its

objectives.

Quality Control applies to a

product. It is a set of

activities designed to evaluate a

developed a

work product.

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Total Quality Management Theory

• TQM Model

– Customer Focus

– Planning Process

– Process Management

– Process Improvement

– Total Participation

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Dr. W. Edwards Deming

System of Profound Knowledge:

• Appreciation of a system

• Knowledge of variation

• Theory of knowledge

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Deming’s 14 Points

1. Create constancy of purpose towards improvement

2. Adopt the new philosophy

3. Cease dependence on inspection

4. Move towards a single supplier for any one item

5. Improve constantly and forever.

6. Institute training on the job

7. Institute leadership

8. Drive out fear

9. Break down barriers between departments

10. Eliminate slogans

11. Eliminate management by objectives

12. Remove barriers to pride of workmanship

13. Institute education and self-improvement

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Joseph Juran

Widely credited for adding the human dimension to

quality management

–Human relations problems are the ones to

isolate.

–Cultural resistance, is the root cause of quality

issues.

(Juran, 1992)

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10 Steps to Quality

Improvement

1. Build awareness of opportunity to improve

2. Set-goals for improvement

3. Organize to reach goals

4. Provide training

5. Carryout projects to solve problems

6. Report progress

7. Give recognition

8. Communicate results

9. Keep score

10. Maintain momentum by making annual improvement part of the

regular systems and processes of the company

(Juran, 1992).

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The Juran Trilogy

1. Quality Planning

2. Quality Control

3. Quality Improvement

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Six Sigma

The

DMAIC

project methodology has five phases:

1. D

efine

the problem, the voice of the customer, and the

project goals, specifically.

2. M

easure

key aspects of the current process and collect

relevant data.

3. A

nalyze

the data to investigate and verify

cause-and-effect relationships.

4. I

mprove

or optimize the current process based upon

data analysis using techniques

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QM vs. TQM

• TQM is proactive and takes place largely prior to

production:

– Customer focus

– Obsession with quality

– Scientific approach to decision making and problem solving

– Long-term commitment

– Teamwork

– Employee involvement

– Continual process improvement

– Bottom up education and training

– Freedom through control

• Unity of purpose

• Traditional views of quality

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Creating a Quality Culture

Culture of Quality Governance

–Strategic Planning

–Enterprise Innovation

–Collaboration and Training

–Performance Management

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Components of Org Culture

Business environment

• Change-oriented culture vs. don’t-rock-the-boat culture

Organizational values

• What the organization thinks is important

• The heart and soul of organizational culture

Cultural role model

• Employees who personify the organizations values

Organizational rites, rituals, and customs

• The unwritten rules about how things are done

• Enforced by peer pressure

Cultural transmitters

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Eight Principles (Directly From

TQM)

1. Customer Focus

2. Leadership

3. Involvement of People

4. Process Approach

5. System Approach

6. Continual Improvement

7. Factual Approach

8. Mutually Beneficial Supplier Relationships

(ISO

9001:2008)

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Process for Registration

1. Develop Quality Manual

2. Document Procedures

3. Evidence of Management Commitment

4. Insurance that customer requirements are met

5. Accredited Registrar Audit

6. Internal Audits

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Quality Management

Summary

• Total Quality Management and the theorists

behind TQM

• Quality culture and approaches for creating a

quality culture

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Quality Management

References

• Bennett-Staub A. Helping Residents Cope with a Patient Suicide. (2011). American Psychiatric Association.

Available from:

http://www.psych.org/Departments/EDU/ResidentMIT/orgsandterms.aspx

• Deming W. (2000) The new economics: for industry, government, education. 2

nd

_{ed. Boston: MIT Press.}

• Deming W. Out of the Crisis. (2000) 2

nd

_{ed. Boston: MIT Press.}

• DoIT. Project Management Advisor. Develop Quality Management Plan. 2006. Available from:

http://www.pma.doit.wisc.edu/plan/3-2/what.html

• Fezeu L. Project Quality Management. Central Michigan University: Software Project Management. Available from:

http://landconnector.com/SCHOOL/cps_Quality.html

• Hoyle D. ISO 9000 Quality Systems Handbook. (2009) 6

th

_{ed. Elsevier Ltd.}

• ISO 9001:2008; Quality management systems – Requirements; ISO Press

• Juran J. (1992). Juran on Quality by Design. New York: Simon & Schuster.

• Magrab E, Gupta S, McCluskey F, & Sandborn P. (2010) Process Design and Development: The Product

Realization Process. Boca Raton, FL.: CRC Press;

• Project Management Institute, A guide to the project management body of knowledge. 4

th

_{ed. Newtown Square,}

PA: PMI; 2008

• Schwalbe K. (2009). Information technology project management (with Microsoft Project 2007 CD-ROM). 6th ed..

• Scribd. Line Balancing What is it? Available from:

http://www.scribd.com/doc/39457836/linebal

• Scribd. Seven Tools of Quality Control. Available from:

http://www.scribd.com/doc/24650872/Seven-Tools-of-Quality-Control

• Six Sigma. Wikipedia. Available from: http://en.wikipedia.org/wiki/Six_Sigma

• Total Quality and ISO 9000 Series. Wikimedia by Alkazzi. Available from:

http://en.wikipedia.org/wiki/File:Evolution_of_ISO_9000_series.png

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Quality Management

References

Charts, Tables, Figures

Chart 10.1 Pareto Principle. Creative Commons: MetaComet. Wikimedia.com. Available from:

http://en.wikipedia.org/wiki/File:Pareto.PNG

Images

Slide 8: The Deming Cycle. Creative Commons, Wikimedia. Available from:

http://en.wikipedia.org/wiki/Demming_cycle#cite_note-0

Slide 17: Total Quality and ISO 9000 Series. Wikimedia by Alkazzi. Available from: