Quality Blueprint - Improve Customer Satisfaction & Conform to Specification

1. Quality Assurance & Control
Quality Blueprint - Improve Customer
Satisfaction & Conform to Specification
Anand Subramaniam

2. “Don't tell people how to do things, tell them
what to do and let them surprise you with
their results.”
- George S. Patton
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3. Highlights
 Importance of Quality Assurance &
Control
 Quality & Conformance
 Quality & Risk Management
 Quality – Product & Process Aspect
 Project Quality Management (PQM)
 Integrate Customer Satisfaction &
Conformance to Specification
 Quality Blueprint
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4. Importance of Quality Assurance &
Control

5. Lack of Quality Assurance & Control
Dissatisfied Customer
REACT
“Fix-Up Team”
BIG
SCREW
PLAN
DO
UP
Check 1
Rechecks REDO
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6. Importance of Quality Assurance & Control
Policy,
Corporate
objectives, Customer
performanc
procedures, service
e
standards
Quality
Corporate Assurance & Customer
image satisfaction
Control
Staff moral, Continuous
Project
retention & improvemen
success
satisfaction t
6

7. Client’s Quality Expectation
Quality tolerance
Quality drivers
Communication
strategy in place
Quality tools to
be used
Client’s
Historical information
Understanding
Quality obtained & reviewed
stakeholder Expectatio
expectation n
Understanding
Understandin of roles &
g the political Quality policy,
procedures, responsibilities
environment
standards &
objectives
documented and
understood
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8. Strategic Quality Management
Linked to
Profitability
Co
Ad mp
om b y
va et
er
st d
nt itiv
Cu fine
Strategic ag e
De
Quality e
Management
l
Co
mm al
o
fro itme i nt s
m A nt d es
Sta ll n ne oc
ff la Pr
P
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9. Quality & Conformance

10. Impact on Quality - Change / Requirements
 Clarification & refinement of business
requirements
 Understand that the needs of the User /
Client may change during the project
 Conflicting requirements among users
 Clarification of role and responsibility
during the project phases
 Communication – quality check points /
reports
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11. Impact – Poor & Good / Built-in Quality
Good / Built-in
Poor Quality
Quality
Increased Costs
Project is efficient
Low Morale
Less Inspection
Lower Customer
Satisfaction Less cost for rework
Increased Risk Less cost for non-
conformance
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12. Cost – Conformance / Non Conformance
Non
Conformance Conformance
Quality Training Rework
Studies Scrap
Surveys Inventory Costs
Warranty Costs
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13. Quality & Risk Management

14. Identify Risk in Current QA Process
 Repeating errors
 Lessons learned
 Client quality standards
 Unusually high error rates
 Decision maker in the process
 Dissention in the ranks (blaming)
 Organisational standards for quality
 Testing standards, processes & quality audits
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15. Quality Issues & Risk Management
Continuous Improvement
identification Qualification Quantification Prioritisation Assignment
Tracking &
Resolution
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16. Quality – Product & Process Aspect

17. Quality – Process & Product Aspect
Product
Process
Deals with the
Deals with best management of
practice tools, scope
processes and (requirements), time
techniques used in (schedule), and cost
managing a project (budget) used in
managing the
products and
services of a project
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18. Product Based
Choose Analyse
measurements anomalous
to be made com ponents
Select Identify
components to anomalous
be assessed measurements
Measure
component
char acteristics
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19. Process Based
De velop Assess product
Define process
product quality
No Yes
Improve Quality Standar di e
s
process OK process
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20. Project Quality Management

21. Quality Management Plan
Quality
Quality Quality
Assuranc
Planning Control
e
(PMI - Planning) (PMI – Controlling)
(PMI – Execution)
Communicates the plan that will be used to ensure project quality
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22. Quality Management
Quality
Management
Quality Planning Quality Assurance Quality Control
(QP) (QA) (QC)
Criteria driven Prevention driven Inspection driven
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23. Criteria, Prevention & Inspection
Criteria Preventio Inspection
Driven n Driven Driven
QP is used to identify QA is about utilising all QC is about ensuring
the quality criteria the elements defined in that the products and
quality planning that are services of the project
that are relevant to needed to meet the
the project and to comply with relevant
customer’s
plan how to satisfy requirements quality standards and
them. about eliminating the
QA is a continuous causes of
QP lays out the roles process improvement unsatisfactory
and responsibilities, performance
QA involves managing
resources, the quality of the project
procedures, and deliverables. It is the ongoing quality
processes to be management and
utilised for QC and QA refers to the actual review of the process of
QA testing the entire doing the work of the
product before and project during its life
during delivery
cycle
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24. Quality Planning
Quality Planning
Quality
Policy
Identify which quality standards
Standards
and are relevant to the project
Products Regulations Quality
and determine how to management
Descriptions
plan
satisfy them. Quality
Scope Planning should be Operational
Statement definitions
performed regularly and in
Other
parallel with the other Inputs for
Other
Process project planning processes. Processes
Checklists
Outputs
________________________
TOOLS
• Benefits/Cost Analysis
• Benchmarking
• Flowcharting
• Design of experience
• Cost of Quality
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25. Quality Assurance
Quality Assurance
Involves following up to make
Quality Mgmt
plan sure everything is done
Operational
definitions correctly and fulfills the
Results of requirements of the project.
quality
Measurement
Quality assurance may be
Quality
provided by the project Improvement
team or any other
stakeholder responsible for
maintaining or assisting
with the maintenance of
quality for the project.
________________________
TOOLS
• Quality planning tools and
techniques
• Quality audits
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26. Quality Control
Quality Control Completed
Checklists
Work results Monitoring specific project
Quality results to determine if they
Management
Plan comply with relevant quality
Products
Descriptions standards/guidelines that
are required in the quality
Quality
management plan, and Improvements
Operational
Definitions identifying ways to
eliminate causes of
Checklists Acceptance Decisions
unsatisfactory
performance. Rework
_____________________________________________________________
TOOLS Process
•
Inspection Adjustments
• Control Charts
• Pareto diagrams Completed Checklists
• Statistical sampling
• Flowcharting
• Trend analysis
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27. Quality Components - Best Practice
Quality
Quality Assuranc Quality
Planning e Control
Continuous
Priorities: scope, process Inspection: e.g.
time, cost improvement: PM and team to
process analysis, inspect work
Scope statement removing non-
value activities, Scope verification:
Success criteria etc. to ensure product
is of good quality
Project metrics Prevention:
toward project prevention
quality activities before
management problems occur
Benchmark
quality: establish
a baseline 27

28. Integrate Customer Satisfaction &
Conformance to Specification

29. Integration - Satisfaction & Conformance
Generation
of
Front-end Concept Budgeting
alternative
customer developmen and earned-
candidate
process t value
projects
analysis planning
Customer
Satisfaction
Scope of and Project
work Metrics
Conform to
Specificatio
n
Schedulin Proto-
g Quality Quality typing
assurance audit
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30. Front-End Customer Process Analysis
 Understanding customer's business processes,
work setting, and market forces
 Tools & Techniques
 Process Assessment
 Market Analysis
 Discounting / Net Present Value (NPV)
 Weighted Scoring Models
 Scheduling Tools
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31. Concept Development
 Identifying alternative project ideas and
opportunities after full immersion in the
customer's key processes and product /
service mix
 Tools & Techniques
 Quality Function Deployment (QFD) Tools
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32. Generation of Alternative Candidate
Projects
 To create ideas and options via
brainstorming sessions
 Tools & Techniques
 Net Present Value
 Weighted Scoring Models
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33. Scope of Work
 Provides an effective mechanism to
emphasise quality
 Tools & Techniques
 Scope Document
 Project Schedule
 Key Milestones
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34. Scheduling
 Accomplished by first developing a work
break- down structure and then
scheduling the tasks built into that
structure
 Tools & Techniques
 Developing a preliminary schedule with
resource assignments
 Getting approval of the schedule from the
customer, stakeholders and project team
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35. Budgeting & Earned Value
 Earned value is an indicator of how much
work has been accomplished at any given
time in the project that has earned its
value
 Tools & Techniques
 Earned Value is calculated automatically by
any professional project management
software if budget costs have been entered
into the baseline schedule
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36. Quality Assurance
 Process of building quality into the definition,
design, production, and testing of the product
deliverable
 Tools & Techniques
 Statistical Analysis
 Testing
 Verifying
 Validating Procedures to ensure that work is done
right the first time
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37. Project Metrics
 Metrics include earned value, budget
variance, verification and validation
measures
 Tools and techniques
 Metrics are tailored to the unique performance
requirements of the product
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38. Prototyping
 Process of demonstrating an early model
of the deliverable and how it will work
without having made major investments in
its design and development
 Tools and techniques
 Use of electronic and visual representations,
computer screens, models of products, and
graphics
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39. Quality Audit
 Postmortem review of the project process to
ensure that the experiences and documentation
are captured and assessed for the purpose of
improving future projects
 Tools and techniques
 Document Reviews
 Interviews
 Internal Control Analyses
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40. Quality Blueprint

41. Build Quality into Project Deliverables
Charter Team
Develop Work Plan Planning “Plan the Work”
“Doing The Right
Endorsement Thing ”
Manage the Work
Execution
“Work the Plan”
“Doing
Closure
Things Right”
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42. Quality Blueprint Process
Measure and monitor
Identify improvement
opportunities
“Doing
Things Right”
Develop and Determine customers
execute solutions and suppliers
“Doing The Right
Thing ”
Describe and analyse Establish agreed upon
current process requirements
Identify gaps
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43. “The best executive is the one who has
sense enough to pick good men to do
what he wants done, and self-restraint to
keep from meddling with them while they
do it.”
- Theodore Roosevelt
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44. Good Luck
http://www.linkedin.com/in/anandsubramaniam
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