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PMI PMP Exam Prep
PMI Mile High Chapter
North Area Study Group
Quality Presentation
Prepared by Denise Robertson
8 March 2003
Denise Robertson
Information quoted or derived from PMI,
Mulcahy, and Looking Glass Development's
PMP exam prep materials
Page 1
Quality Definitions

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Quality: conformance to requirements
and fitness of use
Quality Management: The processes
required to ensure that the project will
satisfy the needs for which it was
undertaken.
Philosophy: Gold plating is bad;
Information
quoted
or derived from PMI, is good
prevention
over
inspection
Mulcahy, and Looking Glass Development's
Denise Robertson
PMP exam prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 2
Quality Characteristics

Grade vs. Quality
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Grade: meets spec requirements
Quality: behaves as expected
Prevention vs. Inspection
Management Responsibility
Processes
Customer Satisfaction


Keep customer informed
Information quoted or derived from PMI,
Mulcahy, and Looking Glass Development's
Stick to Requirements
Denise Robertson
PMP exam prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 3
Quality Processes

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Quality Planning
 Quality standards and methods to meet them
 Planning
Quality Assurance
 Improvements, audits, measurement comparisons,
considering standards appropriateness
 Executing
Quality Control
 Measuring/testing errors, measuring schedule
performance,
comparing results to standard
Information quoted or derived from PMI,
Mulcahy, and Looking Glass Development's
 Controlling
PMP exam prep materialsInformation quoted
Denise Robertson
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 4
Quality Planning Tools

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Standards
Benchmarking (past analysis)
Benefit/Cost Analysis (BCI)
Flowchart (future analysis)
Design of Experiments (what if?)
Cost of Quality (costs of conformance & nonconformance)
Fishbone Diagram
(also
used
in QC)
Information quoted
or derived
from PMI,
Denise Robertson
Mulcahy, and Looking Glass Development's
PMP exam prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 5
Quality Assurance Tools



Evaluation against standards on regular
basis
Re-evaluation of standards, methods,
and procedures
Quality Audit: structured review of
quality activities that identifies lessons
learned Information quoted or derived from PMI,
Denise Robertson
Mulcahy, and Looking Glass Development's
PMP exam prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 6
Quality Control Tools
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
Inspection
Pareto Diagram
Fishbone Diagram
Checklists
Statistical Sampling
Control Charts
Flow charting (also used in Quality Planning)
Information quoted or derived from PMI,
Mulcahy, and Looking Glass Development's
Trend Analysis
PMP exam prep materialsInformation quoted
Denise Robertson
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 7
Quality Techniques



Continuous Improvement (Kaizen)
Just in Time (JIT)
Total Quality Management (TQM)
Denise Robertson
Information quoted or derived from PMI,
Mulcahy, and Looking Glass Development's
PMP exam prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 8
Quality Researchers
Deming
Juran
Crosby
Ishikawa
PDCA
(Plan, Do,
Check, Act)
TQM
Total Quality
Management
Quality is free
Cause and
Effect Fishbone
Diagram
(Flowchart)
Poor quality:
85% Process
15% Worker
Fitness for Use
0 defects
Design Statistics
Don’t confuse
with 80/20
Denise Robertson
Conformance to
requirements
Information quoted or derived from PMI,
Mulcahy, and Looking Glass Development's
PMP exam prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 9
Optimal Quality and
Responsibility

Marginal Analysis


Optimal quality is reached at point where
incremental value from improvement =
incremental cost to secure it.
Responsibility for Quality



Senior management is responsible for
organizational quality
PM has ultimate responsibility for quality of
product of project
quoted
derived from PMI, for self
Each teamInformation
member
isorresponsible
Mulcahy, and Looking Glass Development's
inspection
PMP exam prep materialsInformation quoted
Denise Robertson
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 10
Statistical Terms
Average
Value obtained by dividing the sum of a set of quantities
by the number of quantities in the set (arithmetic mean)
Mean
Sum of the values divided by the number of values
Median
Middle value of a set of values ordered by rank
Mode
For lists, the mode is the most common (frequent) value.
A list can have more than one mode.
Standard Deviation
Standard deviation tells how spread out numbers are from
the average, calculated by taking the square root of the
arithmetic average of the squares of the deviations from
the mean in a frequency distribution
3 Sigma
3 standard deviations
6 Sigma
Denise Robertson
Information quoted or derived from PMI,
6 standard
deviations
Mulcahy, and
Looking Glass Development's
PMP exam prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 11
Standard Deviation



Distance from Mean in a Normal Curve
1 standard deviation = 1 sigma
(P – O) / 6

PERT formula for standard deviation where
P is pessimistic estimate and O is optimistic
estimate
Denise Robertson
Information quoted or derived from PMI,
Mulcahy, and Looking Glass Development's
PMP exam prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 12
Sigma
Sigma represents level of quality company is
trying to achieve.
At 6 sigma, only 1 out of every
10,000 units has a problem.
At 3 sigma, 27 out of every 10,000
units has a problem.
Half the curve is below the mean on
the left side with a negative value.
Half the curve is above the mean on
the right side with a positive value.
-1 or +1 sigma
68.26%
-2 or +2 sigma
95.46%
-3 or +3 sigma
-6 or +6 sigma
Denise Robertson
99.73%
Information quoted or derived from PMI,
Mulcahy, and Looking 99.99%
Glass Development's
PMP exam prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 13
Statistical Sampling
Quality Control Chart


Graphic display of results, over time, of
a process… used to determine if the
process is “in control.”
To create a control chart:



Samples are taken
Variables are measured
Attributes
are quoted
found
and
on chart
Information
or derived
fromplotted
PMI,
Denise Robertson
Mulcahy, and Looking Glass Development's
PMP exam prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 14
Monitoring Project Results
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Variable
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
Attribute
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
Anything measured
Binary value, either right or wrong
Probability

Likelihood event will occur, usually
expressed
as %
Information
quoted or derived from PMI,
Denise Robertson
Mulcahy, and Looking Glass Development's
PMP exam prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 15
Control Chart Features

Control Limits
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Acceptable range of variation of a process often
shown as 2 dashed lines on chart
Upper and Lower Control Limits are determined by
organization’s sigma quality standard
Specification Limits




Contractual requirements for performance and
quality
Not calculated based on control chart
Outside chart
control
project
can meet
Information
quoted limits
or derivediffrom
PMI,
Mulcahy, and Looking Glass Development's
Inside chart
control
limits if project
PMP exam
prep materialsInformation
quoted cannot meet
Denise Robertson
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 16
Out of Control

Out of Control
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
Lack of consistency or predictability in
process.
When data point falls outside upper or
lower control limit
When non-random data points are still
within upper and lower control limits, such
Information
quoted or derived from PMI,
as RuleMulcahy,
of Seven
and Looking Glass Development's
Denise Robertson
PMP exam prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 17
Rule of Seven


Heuristic referring to non-random data
points grouped together in a series that
total 7 on one side of mean.
Assignable Cause is a data point or Rule
of Seven that requires investigation to
determine cause of variation.
Denise Robertson
Information quoted or derived from PMI,
Mulcahy, and Looking Glass Development's
PMP exam prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 18
Cost of Quality
Cost of Conformance
Prevention and
Appraisal Costs
Planning
Training
Auditing
Controlling
Cost of Nonconformance
Failure Costs
Scrap
(pre customer) Rework
Expediting
External
Warranty
(post customer) Service
Information quoted or derived from PMI,
Mulcahy, and Looking Glass Development's
Recalls
Denise Robertson
Internal
PMP exam prep materialsInformation quoted
or derived from PMI, Mulcahy, and Looking
Glass Development’s PMP exam prep
materials
Page 19