Information system project manager — Chapter viii. Project quality management

One 、 Fundamentals of quality management

 quality ：
	 The sum of the characteristics that reflect the ability of an entity to meet the explicit and implicit needs of the subject （ISO）.
	 Project quality management includes ensuring that the project can meet the determined quality policy 、 Objectives and responsibilities of the various processes and activities , So that the project can meet its intended needs . Including product quality , It also includes the quality of project management and work process .
	 Quality is about a product （ Or service ） A measure of satisfaction , Is the life of a product or service .

 Grade ： Level classification of deliverables with the same purpose but different technical characteristics .
	 Low grade ： Limited function , High-quality （ No obvious defects ） Our products may not be a problem .
	 high-grade ： Multi function 、 Low quality （ There are many flaws ） Our products are unacceptable .

 Generally, the quality characteristics of the first version of software products , It has a far-reaching impact on the subsequent development of products , So the first edition prefers high quality （ Better quality ）, Low grade （ Temporarily incomplete ）.

 Successful project management is in time 、 Range 、 Both cost and quality meet the expectations of project stakeholders . Quality is related to the ultimate satisfaction of stakeholders . Time 、 Range 、 Costs will eventually become a thing of the past , The impact of quality is long .

1、ISO9000 from Four individual term Objective mark accurate Group become

1）ISO9000：2000  quality management system —— Fundamentals and terminology  
2）ISO9001：2000  quality management system —— requirement  
3）ISO9004：2000  quality management system —— Performance improvement guide  
4）ISO19011：2000  Quality and environmental audit guidelines 

ISO9000  In fact, it is planned 、 Control and document work constitute a circular system . Plans are used to ensure direction 、 The goal is 、 The exact definition and understanding of the relationship between authorization and responsibility for each activity .
 Control is used to ensure the fitting of target and direction , Predict and avoid problems through correct actions . Documentation is mainly used to feed back how the quality management system works in meeting customer needs and what changes are necessary .

2、ISO9000 Eight principles of ：

1. Customer centered ; 
2. Leadership ; 
3. Take part in ; 
4. Process approach ; 
5. A systematic approach to management ; 
6. Continuous improvement ; 
7. Fact based decision making ; 
8. Mutually beneficial supplier relationship . 

3、 Project quality management mainly includes quality planning 、 Quality assurance and quality control .

• Planning quality management ： Determine the quality standards that are appropriate for the project and decide how to meet them . 
• Implement quality assurance ： For planning 、 Systematic quality activities （ Such as audit or peer review ）, Ensure that all necessary processes in the project meet the expectations of project stakeholders . 
 Control quality ： Monitor the results of specific projects to determine whether they meet the relevant quality standards , Make an effective plan , To eliminate the causes of quality problems . 

4 、 Quality management methods and development

 Description of main characters and theoretical methods 

 Total quality management ：TQM Total quality management , Quality is the core of an organization , Based on full participation , Establish the whole process 、 Organization wide quality system and quality culture . It is an important method to improve the operation efficiency of enterprises .

 Total quality management has  4  Two core features ： That is, the quality management with the participation of all staff 、 Quality management of the whole process 、 Total method quality management and total result quality management .

Six Sigma

Deming PDCA loop ：

Two 、 Planning quality management

 Quality planning includes identifying quality requirements and standards for projects and deliverables , And determine how to meet these Standards . In this way, quality planning begins with identifying relevant quality standards , By referring to or implementing the quality strategy of the project organization 、 Scope statement of the project 、 The product manual is used as the basis for quality planning , Identify all quality standards related to the project and meet or exceed the expectations and requirements of customers and other project stakeholders .
 This is one of the key processes of project planning .

1、 Tools and techniques for planning quality management

cost / Benefit analysis

 cost / Benefit analysis ： Compare the possible cost with the expected benefit . The main benefits of meeting quality requirements include reducing rework 、 Increase productivity 、 cost reduction 、 Improve stakeholder satisfaction and profitability .
 step ：
	1、 Determine the cost of improving quality .
	2、 Determine the benefits of additional income .
	3、 Identify cost savings .
	4、 Schedule expected costs and expected revenues .
	5、 Evaluate benefits and costs that are difficult to quantify 

Benchmarking

 Benchmarking ： Compare the actual implementation or planned project practices with those of other similar projects , To identify best practices , Form improvement opinions , And provide basis for performance appraisal . 

 With the inside 、 Compare with similar external projects , Identify best practices , Form improvement opinions .

Experimental design

 Experimental design ： Experimental design （DOE） It's a statistical method , It is used to identify which factors will affect specific variables of the product being produced or the process being developed .DOE  It can be used in the process of quality planning management , To determine the number and type of tests , And the impact of these tests on quality costs .

DOE  It also contributes to the optimization of products or processes . It is used to reduce the sensitivity of product performance to various environmental changes or manufacturing process changes . An important feature of this technology is that it changes all important factors for the system （ Instead of changing one factor at a time ） Provides a statistical framework . Through the analysis of the experimental data , You can understand the optimal state of the product or process , Find various factors that significantly affect the state of the product or process ,  And reveal the interaction and synergy between these factors . 

Quality cost method

 Quality cost method ： It refers to all costs incurred in all work to achieve product or service quality . Including all the work done to ensure compliance with requirements is called consistency cost , And all the work caused by non-compliance is called inconsistent cost .

Seven basic quality tools （ Old seven tools ）

2、 Output of quality management plan

Quality management plan ：

Process improvement plan

Quality measurement index

Quality checklist

3、 ... and 、 Implement quality assurance

Description of quality assurance

 Quality assurance is also called QA： Quality assurance is intended to build on future output or unfinished output （ Work in progress ） Confidence that specific needs and expectations will be met at completion .

 Quality assurance focuses on the improvement of quality process management , It belongs to the consistency work in the quality cost framework （ The prevention of 、 assessment ）

 The implementation of quality assurance process also creates conditions and provides assurance for continuous process improvement . Through continuous process improvement , Can reduce waste , Eliminate non value added activities , Make each process run at a higher efficiency and effect level .

1、 Tool technology for quality assurance

Quality management and control tools

 explain ： According to the textbook , New seven tools are used in quality assurance ; The old seven tools are used for planning quality and controlling quality .

 Mnemonics ： Saw trees before crossing the river 

1） Affinity graph （ Affinity graph is also used to collect requirements ）

 Affinity graph ： Affinity map is similar to mind map . For a problem , Generate ideas that can be linked into an organized pattern of ideas . In project management , Use affinity graph to determine the structure of range decomposition , be conducive to  WBS  The formulation of 

2） Process decision process diagram

 Process decision process diagram （PDPC）： Used to understand the relationship between a goal and the steps to achieve it .PDPC  Help develop contingency plans , Because it can help the team predict the intermediate links that may undermine the achievement of the goal  

3） Association diagram

 Association diagram ： It's a variation of the graph , It helps to solve problems creatively in complex situations with cross logical relationships . You can use other tools （ Such as affinity map 、 Tree form   Figure or fishbone figure ） Data generated , To draw a correlation diagram  

4） Tree diagram

 Tree diagram ： It is also called system diagram , Can be used to represent things like  WBS、RBS（ Risk Breakdown Structure ） and  OBS （ Organization breakdown structure ） Hierarchical decomposition structure . In project management , A system for defining nested relationships in tree diagrams   The rules , Show the parent-child relationship intuitively in the form of hierarchical decomposition  

5） Priority matrix

 Priority matrix ： Used to identify key issues and appropriate alternatives , And through a series of decisions , Prioritize alternatives . First sort and weight the criteria , Then apply to all alternatives , Calculate the math score , Sort alternatives 

6） Activity network diagram

 Activity network diagram ： It used to be called arrow diagram , Including two formats of network diagram ：AOA （ Moving arrow chart ） And the most commonly used  AON （ Activity node diagram ）. The activity network diagram is used together with the project schedule preparation method , Such as plan review technology （PERT）、 Critical path method （CPM） And compact relation drawing （PDM）.

7） Matrix diagram

 Matrix diagram ： A quality management and control tool , Use matrix structure to analyze data . Show the elements at the intersection of the lines 、 The strength of the relationship between cause and goal .

Quality audit （ Important tools ）

 Quality audit ： It is a structural review of other quality management activities , It is to decide whether a project quality activity conforms to the organizational policy 、 Independent evaluation of processes and procedures , The main purpose is to draw some lessons from the review of other quality management activities , So as to improve the quality of the project and other projects in the organization implementing the project .
 Quality audits can be pre planned , It's also random ; It can be done within the organization , You can also entrust a third party （ External organizations ） To complete . Also known as quality assurance system audit , It is a structural review of specific quality management activities . The goal of quality audit is ： 
1） Identify all good and best practices being implemented ; 
2） Identify all violations 、 Gaps and deficiencies ; 
3） Share good practices of similar projects in your organization or industry ; 
4） positive 、 Proactive assistance , To improve process execution , To help the team improve productivity ; 
5） Emphasize that each audit should contribute to the accumulation of organizational lessons . 

 Execution method and person ： Planned or random , From inside 、 External auditor or external agent 、 Industry experts .

 Quality audit can be arranged in advance , It can also be carried out randomly . Internal auditors or third-party organizations with expertise in specific fields can carry out quality audit, which can be carried out by internal or external auditors . 

process analysis

 process analysis ： It refers to identifying the required improvement according to the steps outlined in the process improvement plan . It also checks for problems encountered during the operation of the process 、 Constraints , And non value-added activities found . Process analysis includes root cause analysis —— Used to identify problems 、 Explore the root causes , And formulate a specific technology of preventive measures . 

Four 、 Control quality

The specific contents and differences between quality assurance and quality control

 QA ：（ The process meets the requirements 、 Process improvement ） It aims to establish the future output or unfinished output （ Work in progress ） Confidence that specific needs and expectations will be met at completion , The content includes ： 
	1） Carry out specific quality activities according to the project plan , Make the project process and products meet the quality requirements , That is to do quality according to the plan  
	2） Try to improve the confidence of project stakeholders that the project will meet the quality requirements ; 
	3） According to the process improvement plan , Make process improvement , Make the project process more stable and reduce non value-added links  
	4） Re evaluate the quality standard according to the past quality control measurement results , Ensure that the quality standards adopted are reasonable and operable . 

 The quality control ：（ The result is satisfactory 、 Deviation correction control ） Supervise the implementation of the project , Judge whether it meets the quality standard ; Identify ways and means to eliminate the root causes of adverse results , The content includes ： 
	1） Check the quality according to the quality standard , Find quality deviation and quality defect , And put forward rectification suggestions for unacceptable quality deviation , Put forward defect remedy suggestions for quality defects . 
	2） Identify the causes of inefficient process or poor product quality , Suggest and take measures to eliminate these reasons  
	3） Confirm that the project deliverables and work meet the established needs of stakeholders , Sufficient for final acceptance . 

 The connection between the two ： 
	1） To ensure that the project and products meet the quality requirements  
	2） Quality assurance and quality control should run through the whole project  
	3） Quality assurance provides better assurance and conditions for quality control , At the same time, the measurement results of quality control are also the input of quality assurance process .

1、 Tool technology for quality control

Old seven tools

1） Cause and effect diagram

 Cause and effect diagram ： Also known as fishbone or Ishikawa , Named after its founder, Ishikawa shin . The problem statement is on the head of the fish bone , As a starting point , To trace the source of the problem , Back to the root cause of action . In the problem statement , Usually, the problem is described as a gap to be filled or a goal to be achieved . By looking at questions, stating and asking “ Why? ”  To find out why , Until the root cause of action is discovered , Or list the reasonable possibilities on each fish bone .

 explain ： The analysis reason , Identify the problem , Find the root cause , But from people 、 machine 、 material 、 Law 、 Time and other methods to analyze problems and causes .

2） flow chart

 flow chart ： Also called process diagram , Used to display the process of converting one or more inputs into one or more outputs , The sequence of steps required and possible branches . It maps  SIPOC  Process details of the horizontal value chain in the model , To display activities 、 Decision point 、 Branch loop 、 Parallel path and overall processing sequence . Flow charts may help to understand and estimate the quality cost of a process .

3） Checklist

 checklists ： Also known as counter , It's a checklist for collecting data . It arranges all kinds of matters reasonably , In order to effectively collect useful data on potential quality problems . When carrying out inspections to identify defects , Collecting attribute data with checklists is particularly convenient . Data collected with checklists on the number or consequences of defects , Pareto Diagram is often used to show .

4） Afraid of tiredness （ Permutation chart ）

 Pareto Diagram ： Is a special vertical bar chart , Used to identify a few important causes of most problems .

5） Histogram

 Histogram ： Is a special form of bar chart , Used to describe centralized trends 、 The degree of dispersion and the shape of statistical distribution . Different from the control chart , The histogram does not consider the influence of time on the change in the distribution .

6） Control chart

 Control chart ： It is a chart showing the progress of the project in real time . The control chart can judge whether a process is under control or out of control . abnormal ： Out of control ; The seven point operation law refers to if in a quality control chart , On one line  7  All data points are below or above the average , Or both are rising , Or both are declining , Then this process needs to be checked for non random problems . Control charts are most commonly used to track repetitive activities in mass production , But it can also be used to monitor cost and schedule deviation 、 yield 、 Scope change frequency or other management work results , To help determine whether the project management process is controlled .

7） Scatter plot

 Scatter plot ： It can show whether there is a relationship between two variables , The closer the data points on a diagonal line are , The closer the correlation between the two variables is . 

 Old seven tool mnemonic ： Flow control is only afraid of seeing the umbrella 

Other tools and technologies

Summary of application scenarios of quality tools often tested