Project Quality Management Why, What and How by Kenneth H. Rose, PMP Copyright ©2005 by J. Ross Publishing, Inc. ISBN 1-932159-48-7 Printed and bound in the U.S.A. Printed on acid-free paper 10987654321 Library of Congress Cataloging-in-Publication Data Rose, Kenneth, 1947– Project quality management : why, what and how / by Kenneth Rose. p. cm. Includes index. ISBN 1-932159-48-7 (softcover : alk. paper) 1. Project management. 2. Quality control. I. Title. HD69.P75R664 2005 658.4′013—dc22 2005011209 This publication contains information obtained from authentic and highly re- garded sources. Reprinted material is used with permission, and sources are indicated. Reasonable effort has been made to publish reliable data and information, but the author and the publisher cannot assume responsibility for the validity of all materials or for the consequences of their use. All rights reserved. Neither this publication nor any part thereof may be repro- duced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without the prior written permission of the publisher. The copyright owner’s consent does not extend to copying for general distribution for promotion, for creating new works, or for resale. Specific permission must be obtained from J. Ross Publishing for such purposes. Direct all inquiries to J. Ross Publishing, Inc., 6501 Park of Commerce Blvd., Suite 200, Boca Raton, Florida 33487. Phone: (561) 869-3900 Fax: (561) 892-0700 Web: www.jrosspub.com Dedication Thank you, Nancy, for your love and support over the years. This book is dedicated to our son, Geoffrey — a good person and a good engineer. Table of Contents Preface ............................................................................................ ix About the Author ........................................................................... xi Web Added Value™ .................................................................... xiii Section I. Quality Foundations Chapter 1. Understanding Quality in the Project Management Domain ..... 3 Definition of Quality ................................................................................. 4 Traditional Definitions ........................................................................... 5 Quality and the Triple Constraint ......................................................... 6 Cost of Quality .......................................................................................... 7 Failure ..................................................................................................... 8 Prevention ............................................................................................... 9 Appraisal ............................................................................................... 10 Benefits of Quality ................................................................................... 11 Summary .................................................................................................. 12 References ................................................................................................ 12 Chapter 2. Evolution of Quality and Its Contemporary Application to Projects .................................................................................................. 13 Progressive History ................................................................................... 13 The Dark Ages ..................................................................................... 13 Scientific Management ......................................................................... 14 Understanding Variation ....................................................................... 15 Inspection Reigns .................................................................................. 16 Japanese Quality ................................................................................... 16 Customers and Systems ....................................................................... 17 Quality Then and Now ........................................................................ 17 v vi Project Quality Management: Why, What and How The Wheel of Quality ............................................................................. 18 Customer Focus .................................................................................... 19 Variation ............................................................................................... 21 Continuous Improvement .................................................................... 22 Training and Leadership ....................................................................... 23 The Wheel of Quality Model .............................................................. 23 Quality and Responsibility ................................................................... 24 Summary .................................................................................................. 24 Reference .................................................................................................. 25 Chapter 3. Pioneers and Paradigms .......................................................... 27 Pioneers .................................................................................................... 27 Walter Shewhart .................................................................................. 27 W. Edwards Deming ............................................................................ 28 Joseph M. Juran ................................................................................... 30 Philip B. Crosby ................................................................................... 30 Kaoru Ishikawa ..................................................................................... 31 Genichi Taguchi ................................................................................... 31 Paradigms ................................................................................................. 32 Six Sigma .............................................................................................. 32 ISO 9000 .............................................................................................. 33 Baldrige National Quality Program ...................................................... 35 Closing Thoughts ................................................................................. 36 Summary .................................................................................................. 36 References ................................................................................................ 37 Section II. Quality Management Chapter 4. Project Quality Planning ......................................................... 41 Quality Management ............................................................................... 41 Quality Planning ...................................................................................... 42 Quality Management Plan .................................................................... 42 Identifying Customers .......................................................................... 43 Prioritizing Customers .......................................................................... 45 Identifying Requirements ..................................................................... 48 Prioritizing Requirements ..................................................................... 50 Quality Planning and Project Planning ................................................ 54 Identifying Standards ............................................................................ 54 Summary .................................................................................................. 57 References ................................................................................................ 59 Chapter 5. Project Quality Assurance ....................................................... 61 Quality Assurance .................................................................................... 61 Developing Assurance Activities .......................................................... 62 Table of Contents vii Metrics .................................................................................................. 62 Quality Assurance Plan ........................................................................ 63 Quality Audits ...................................................................................... 64 Summary .................................................................................................. 64 References ................................................................................................ 65 Chapter 6. Project Quality Control and Quality Improvement ................. 67 Quality Control ........................................................................................ 67 Role of Inspection ................................................................................ 68 Quality Control Tools .......................................................................... 68 Quality Improvement .............................................................................. 69 Reasons for Quality Improvement ....................................................... 69 Hurdles ................................................................................................. 70 Improvement Methodology .................................................................. 71 Summary