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OPMT2510 – Project Quality and Risk Management
Learning Objectives
#outcomes
Upon completion of Module 10, you will be able to:
1. Define Quality Plan
2. Discuss Quality Improvement including:
a. PDCA
b. 7 Tools of Quality
c. Additional Quality Tools
/outcomes
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Linking Characteristics with Parameters
Remember back to Module 9: Agreed Specifications; the Quality Characteristics must be linked with project or
process parameters.
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Control Activities
Control activities include:
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Metric
Acceptance Criteria – Quality Plan
Appropriate sample – Statistics
Documented Method with required accuracy and precision
o Correctness – Calibration, Measurement Control
o Spread
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Decision: Does performance meet acceptance criteria?
Correction/fix: If not then what
Does this require improvement?
Example
Let’s apply this understanding to an example: beer. Beer has several Quality Characteristics: Clarity, Taste,
Percentage Alcohol and Colour, among others. It also goes through several stages during production: Cooking,
Fermentation, etc.
We use control activities during the stages of production in order to gather data and monitor quality.
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So what happens if (when) things go horribly wrong? Quality Improvement.
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Problem-Solving Process
Problem solving methods allow us to improve quality. We use them in both a process and project sense.
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Plan
Define the problem
Describe the current process
Identify and verify root cause
Develop a solution and action plan
Do
Implement the solution
Check
Review and evaluate
Act
Reflect and act on learnings
/table
Shewhart Cycle
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Check
Check is the start of the problem-solving process. During the Check stage, we:
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Analyze existing performance.
Identify a gap (opportunity).
Identify an indicator or symptom that suggests action is required.
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Data Sources
Data allows us to identify that quality is not being met. Data can come from many avenues:
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Business data
Management data
o Performance
 Deficiencies
 NC
o Time
o Cost
o Resource usage
o Procurement/Contract Management
Product/Deliverable data
Attribute vs. Variable Data
Data also comes in different forms:
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Attribute
o Exists or doesn’t
o Go/No go
o Binary
Variable
o Measured values (the number 7)
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Viewing Data
Run Chart
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Why use it: A run chart allows us to “see” potential changes in the process.
When to use it: It is used to study process data over time. Run charts allows us to:
o Compare performance after changes
o To observe trends, shifts or cycles
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Histogram
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Why use it: A histogram visually summarize large amounts of data collected over time.
When to use it: It is used when:
o Data is numerical (variable data)
o Reveals centering, variation and shape
o @ Define Problem or Checking Solution
Examples
o At least 50 but not too long a collection time
o k=√N
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Stratification
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Why use it: Stratification separates multiple effects.
When to use it: When data comes from several sources. Like the Pareto principle, the benefit is
separating the critical few from the trivial many.
Example
o Set averages
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9
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Problem Solving Methodology
Act
Act begins when we determine the need for a problem-solving project. The next step is to form a team and
commit the necessary resources. This team is different depending on the process:
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Problem solving team
CPA team
Kaizen blitz
Six Sigma team
Etc.
Remember that NO is always an alternative.
7 Tools of Quality
The diagram below illustrates the most common tools used in the formal problem solving methodologies
explored in other courses. We will only be touching on problem-solving methodology in this one.
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Problem Solving Project
A problem-solving project puts each stage of Plan, Do, Check, and Act to use.
Plan
Plan, in the context of a problem-solving project, seeks to describe the Problem using data as a success measure.
It narrows down the project focus and results in a written problem statement
Viewing Data
During Plan, the following tools are used.
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•
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•
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Run Chart
Check Sheet
Affinity Diagram
Pareto Diagram
Check Sheet
A check sheet is a defect concentration diagram.
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Why use it? It is a simple and efficient data collection tool.
When to use it:
o When data can be observed and recorded repeatedly by same person/location.
o When Collecting data on frequency or patterns.
Note:
o For a check sheet to be most useful, collect data over time.
o You must clearly define what data will be collected.
Example:
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Affinity Diagram
 Why use it? Allows you to organize a large number of ideas (brainstorming) into a few key issues.
 When to use it:
o When associating Symptoms to Problems
o When associating Causes to Solutions
Pareto Diagram
 Why use it? Allows you to focus efforts on the most significant items.
 When to use it: When analyzing data on frequency, cost, time, quantity of problems or causes.
 Example:
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#image
Final Inspection Failures
100.0%
2,000
90.0%
80.0%
70.0%
60.0%
50.0%
1,000
40.0%
30.0%
500
20.0%
10.0%
0
0.0%
Warpage Charring Warpage Excessive Cracking Shrinkage Excessive
(Fan)
(Shroud) (Shroud) Weight
(Fan)
(Housing) Weight
(Fan)
(Shroud)
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Describe the Current Process
To fully describe the current process:
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Create a flowchart of the current process
Validate the flowchart and performance measures with owners, users and customers
Flowchart
 Why use it? Flowchart shows complexity and departure from ideal.
 When to use it:
o To understand the current process
o To study the process for improvement
 Note: Experience the less symbols the better
 Examples:
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Cum %
Orders
1,500
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Outlook
Primes
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Outlook
Preparation
Segment +/Yes
5% or <$15M?
Actuals +/10%
Incremental
Doability
Template
Template
Template
Actuals
No
Labour
Supply
Finance
Review
Lock Down
Second Draft
First Draft
IRT Subcommittee Review
IRT Ops
No
Final Draft
Enter into
SAP
Actuals
IRT
Incremental
Doability
Guidance
Finalization
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#table
Supplier
Executive Director
(in consultation with
Program Director)
Shop Steward
Inputs
Welcome letter
Orientation Manual
Collective
Agreement
Policy Manual
Confidentiality
agreement
Assignment
Training
Job Description
Process
Orient new
employee
Outputs
Signed
confidentiality
agreement
???????
Customer
Employee
??????????
Start probationary
period
Employee
Employee
Program Director
Probation period
warning notification
Evaluation Form
Complete
probationary period
Management
Gifts
Recognize years of
Assignment
Outcome
Updated Payroll
System
Letter outlining
benefits package
Completed
Evaluation Form
Probationary
Extension Letter
Termination Letter
Updated Payroll
System
Acknowledgement
Employee
Employee
Program Director
15
PBA
Certificates
service
of 5, 10, 15, 20 year
employees
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Identify and Verify Root Cause
Root cause is identified by:
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Constructing a cause and effect diagram.
Determining additional data required to clarify cause and effect relationships.
Selecting and verifying root cause.
Primary Tools include:
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Cause and Effect Diagram
5 whys
Stratification
Scatter Diagram
Multi-voting
Decision Matrix
Cause and Effect Diagram
 Why use it? Identifies potential causes of a problem.
 When to use it: This is a brainstorming tool to consolidate your (team’s) thinking.
 Examples:
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Ask why 5 times
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Scatter Diagram
 Why use it? Allows you to measure relationships between variables.
 When to use it:
o To investigate the possibility that two variables are related.
o Use in conjunction with a cause and effect diagram to indicate potential causal relationship.
 Note: Cannot confirm cause and effect.
 Examples:
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o
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Linear regression or correlation
Quadrant method
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Develop a Solution
To develop a solution:
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Generate potential solutions
Rank potential solutions (typically against weighted criteria – cost, ease, effectiveness)
Test potential solutions
Primary tools include:
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Brainstorming
SCAMPER
Benchmarking
Decision Matrix or Weighted Matrix
Experimentation (DOE)
Pilot Projects
Brainstorming
 Why use it? Generate ideas.
 When to use it: Anytime.
 Note: Generation and Evaluation are SEPARATE
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SCAMPER
 Why use it? Generate possible solutions
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Develop an Implementation Plan
An implementation plan:
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Uses Project Management tools (Module 11)
Constructs a detailed action plan
Defines key success measures
Primary tools include:
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Project Charter
Network Diagram
Gantt Chart
Responsibility Matrix
Risk Analysis
Do
Do is where you implement the solution. It is done through:
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Project Control
Manage the implementation work packages (cost, time, quality)
Manage project risk
Primary tools include:
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Action Plan (Schedule, Budget, Quality Plan)
Change Management
Force Field Diagrams
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Why use it? Understand support and resistance to an idea/solution.
When to use it: Typically solution stage.
Example:
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Check
During Check we review and evaluate. It is done by:
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Evaluating results of the change against key success measures.
Determine if actions produced the desired results.
o Yes, standardize.
o No, return to cause.
Primary tools include:
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Pareto Chart
Control Chart
Run Chart
Act
During Act we turn learnings into action. We do this through:
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Revising process as necessary
Standardizing improvement
Continuing to monitor the process for changes
Assessing the problem-solving process
Celebrating success
Primary tools include:
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Control Charts
Flowcharting and Process Documentation
Process Review and Brainstorming
Summary
In this module, we have covered:
 Quality Planning/Quality Plan
 Quality Control Activities
External Resource
For greater understanding please review the following external resource.
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Quality Improvement Guide 2012
Quality Tools Construction Industry including Exercise and Data Set