Delivering Quality in Projectsdownloads.projectinsight.net/training/pmi-project... · software...

Fundamental

Delivering Quality in Projects

© 2014 Core Performance Concepts Inc.

Things to Know…


Moderator

Denise Rodriguez

Project Insight

Marketing

[email protected]

www.projectinsight.net


Presenter

Nancy Starke, MBA

ASQ CM/OE and CSSBB

Integrated Quality & Project Services, LLC

Full consultative training and project services

integrating Lean Six Sigma / Quality methods with

program management leadership and direction.

[email protected]


Poll: Project Quality

What quality challenges do you face on

your projects?

� It’s difficult to define quality metrics.

� Management support for quality is

weak.

� The team needs more training in quality

management techniques.

� We don’t plan for quality.


Goals of the Fundamentals Series

Deepen your understanding of fundamental project

management concepts

Identify tools and techniques that can be implemented to

manage projects more effectively

Discover practical applications for your existing projects

Use project management software more effectively


Objectives of the Webinar

At the end of this webinar, you will be able to:

� Define key quality management criteria

� Differentiate project, product, and process

quality

� Identify techniques to plan for quality

� Define best practices to implement within

Project Insight


Project Quality Management

Planning

Processes

Monitoring & Controlling ProcessesExecuting

Processes

Perform

Quality

Assurance

Validated

DeliverablesPlan Quality

Management

Perform

Quality

ControlValidated

Changes

Change

Requests

Process Quality Product QualityProject Quality


Overview

Purpose of project quality management

� To determine quality policies, objectives and

responsibilities to ensure the project will satisfy the

needs for which it was undertaken

Quality management – includes

� Defining quality policies

� Determining they are followed

� Measuring results


Overview (cont.)

Goals – address both project and product

quality

Primary tools for planning for and controlling

quality

� Financial and risk analysis

� Statistical and other measurement techniques

� Quality audits

� Process analysis


Project Management & Quality Management

Both emphasize:

� Customer satisfaction – satisfying requirements

as well as real needs

� Prevention rather than inspection – planning

for quality upfront

� Continual improvement – for both the project

process and the product of the project

� Management responsibility – management and

the project team both have a role in assuring

quality


Project Quality

Project success – project delivered

according to scope, time, and cost

agreed to in the project charter

Project quality – measures how well

project met success criteria


Question for You

Who defines project

quality in your

organization?


Product Quality

Product quality ensures the project

deliverables perform as expected

� Quality– fulfilling requirements

� Grade– same functional use but

different technical characteristics


Question for You

How do you define

product quality?


Process Quality

Processes used to deliver a

project and/or product work

efficiently

� Manage defects

� Manage rework

� Manage expectations


Question for You

Who defines process quality?


Busy Foods, Inc. – Our Case Study

Customer Needs

Project Charter

Organizational Needs


Factors Affecting Busy Foods Inc.

Overview• BUSY FOODS services over 200 clients world-wide.

• Most of BUSY FOOD’S clients are large restaurant venues who can serve thousands in a single day

Situation• In recent years, long-term clients have started to leave for a

competitor who promises overnight delivery of restaurant equipment without a minimum order.

Goal• BUSY FOODS would like to improve their distribution

process to match the competition


Deliverable

Improve the time from order intake to shipping restaurant equipment) to less than 8 hours

Deliverable

Develop and launch a marketing campaign to clients to educate them on the new equipment shipping process

Deliverable

Train all internal staff affected by the new business process

Project Statement of Work


The Project Schedule


Planning for Quality

Elements for project quality

consideration

� Time – marketing campaign delivered 1

month prior to implementation

� Cost – not specified

� Scope – improvements in business

process


Monitor and Control Quality

Measure to project plan

� Plan should be well defined

� Criteria should be identified in

advance

Measure to project objectives

� Define acceptable criteria for

product of project


Quality Measurement – Part 1

Project Objective: Improve the time from order intake to

shipping restaurant equipment from an average of 3 days

(24 business hours) to less than 8 hours within 6 months of

project implementation

How can you measure this?

- Measure order intake to restaurant shipping cycle time.

- Pilot and validate new process meets delivery expectation of less than 8 hours.

- Measure cycle time performance for at least 6 months after full implementation.


Quality Measurement – Part 2

Project Objective: Develop and launch a marketing

campaign to existing clients and past clients to educate

them on the new restaurant equipment shipping program

one month prior to implementing the new process


- Validate the Marketing campaign was created that educates clients.

- Percentage of Marketing campaign delivered to ALL clients.

- Percentage of Marketing campaigns delivered 1 month prior to implementation.


Product Quality

Project Objective: Train all internal staff affected by the new

business process to ensure full adoption within 2 months of

project implementation. Full adoption means that all staff

have been trained and that a minimum of 10% of restaurant

equipment shipments are shipped within the same day


- Number of affected staff members trained versus total number of affected staff.

- Percentage of affected staff trained within 2 months of implementation.

- Measure percentage of shipments made in same day versus total shipments.


Link to Project Insight


Good Practice

Include ALL work in the project schedule, including

activities to measure performance

Make sure key measures of quality are spelled out in the

project schedule as deliverables

Update any work-packages with specific success criteria

that needs to be measured

Create milestones for measurement points along the way


Sample Exam Questions

You are the project manager on a

software implementation project. The

project schedule baseline shows there

will be three rounds of testing in order

to identify and fix all software defects.

After the 2nd round of testing, the team

determined that the project will need at

least four rounds of testing procedures.

This is an example of poor…

Question Answers

A. Project Quality

B. Process Quality

C. Product Quality

D. Project, Process and Product

Quality


Sample Exam Question

For your project, a vendor

has delivered some product

that did not meet the

specifications in the

contract. As the project

manager, you should:

Question Answers

A. Ask the project team if there is a

way to use the product

B. Reduce the vendor’s payment by a

mutually acceptable percentage

C. Return the product and use

another vendor

D. Not accept the product and ask the

vendor to fix the problem


Review

Define key quality management criteria

Differentiate project, product, and process quality

Identify techniques to plan for quality

Define best practices to implement within Project Insight

Questions & Answers ???


Next Steps

For information on Lean Six Sigma

Green Belt and Black Belt

certification or implementation,

contact me!

Nancy Starke, MBA

[email protected]


Compare Yourself to Your Peers

Want to know how you measure up to

others in project management?

� Use the link distributed to all participants on

Monday following the session to answer 10

questions about today’s topic.

� Receive a summary of responses so that you

can compare yourself to your peers.


2014 Fundamentals Webinar Series

The 2nd Wednesday of Every Month

� 8:00 am Pacific Time

Topics

� July 9 – Delivering Quality in Projects

� Aug 13 – Troubleshooting 101 (NEW!)

� Sept 10 – Influencing 101 (NEW!)

� Oct 8 – Lessons Learned Basics (NEW!)

� Nov 12 – Requirements Tools & Techniques (NEW!)

� Dec 10 – Difficult Conversations


Register Ahead of Time

Go to www.projectinsight.net

2 ways to register:

� Training & Support

� Project Insight Calendar


Earn PDUs

You will automatically receive your PDUs certificate via email after the webinar

For further questions: [email protected]

Earn 1 PDU for each webinar session attended

To register your PDUs go to www.pmi.org and login as a member of PMI to record

continuing education

Select Category B – Continuing Education

� Input start and end dates

� Hours completed: 1

� Provider name: Core Performance Concepts Inc.

� Phone number: 949-859-7004

� URL: www.coreperformanceconcepts.com

� Email address: [email protected]


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