PMPPreparationTrainingQualityManagementQualityManagementChapter8Source:pmbokguide2000©2002Robbins-Gioia,Inc.8-2QualityManagementQualityManagementQualityPlanningQualityAssuranceQualityControlQualityPlanningQualityAssuranceQualityControlProcessesnecessarytoensurethattheprojectwillsatisfycustomerrequirementsSource:pmbokguide2000©2002Robbins-Gioia,Inc.8-3QualityManagement8.1QualityPlanningPlanning8.3QualityControlControlling8.2QualityAssuranceExecutingSource:pmbokguide2000©2002Robbins-Gioia,Inc.8-4QualityManagementQualityManagement•Addressesboththemanagementoftheprojectandoftheproductoftheproject•Improvesprojectmanagementaswellasthequalityoftheproduct•Deliveryofbothhighqualityandhighgradeofproduct•Qualityisplannedin,notinspectedin•InvestmentsinproductqualityimprovementmustoftenbebornebytheperformingorganizationSource:pmbokguide2000©2002Robbins-Gioia,Inc.8-5Philosophies•DemingLeadership,long-termcompanyposition;continuousimprovement;participatory;zerodefects•JapaneseSimilartoDeming•JuranDecreasecostofquality•CrosbyDecreasecostofquality;authoritarian;zerodefects•TheoryXWorkerslazy,motivatedbymoney•TheoryYWorkersgoodandtrustworthySource:pmbokguide2000©2002Robbins-Gioia,Inc.8-6ISO9000•ISO9000–ISO9001–Design/Develop/Produce/Install&Service–ISO9002–Produce&Install–ISO9003–Inspection&Testing•Cost–Preventioncosts:Training,surveys,implementationofqualitysystem–Failurecosts:Rework,rejects,scrap–ExternalCosts:Warranty,recall,handlingcomplaints–Note–85%ofcostsareresponsibilityofmanagementSource:pmbokguide2000©2002Robbins-Gioia,Inc.8-7ProjectManagement&QualityManagementProjectManagement&QualityManagement•Customersatisfaction–Understanding,managing,andinfluencingneedssothatcustomerexpectationsaremetorexceeded•Preventionoverinspection–Thecostofavoidingmistakesismuchlessthanthecostofcorrectingthem•Managementresponsibility–Successrequiresparticipationofallmembersoftheteam,butitistheresponsibilityofmanagementtoprovideresourcesneeded•Processeswithin...
