Quality Management Concepts

Learn key definitions and principles related to quality in project management

Quality Definition

Quality is the degree to which a project and its components fulfill requirements—nothing more, nothing less. Memorize this definition for exams!

All stakeholders must be represented during requirements gathering to ensure accurate scope and quality baselines.

Example: Touchscreen Tablets for Truck Drivers

A project required truck drivers to use touch-sensitive tablets. During testing, drivers reported that tapping the screens didn’t work due to their rough, calloused hands. This issue arose because requirements were gathered without direct driver input, highlighting the importance of stakeholder involvement.

Quality Management Process

Quality management involves planning standards and processes into projects, following established procedures, inspecting deliverables, and taking corrective actions as needed.

It’s better to plan quality in than to inspect for problems later. For example, if a team member creates their own hardware installation process, the project manager should check the quality management plan to ensure standard processes are followed.

Exam Tip

Exam questions often test your ability to prioritize planning quality over inspecting for issues. Always choose answers that emphasize adherence to the quality management plan.

Definition of Done in Agile

In agile environments, the Definition of Done is set at project, release, and story levels. It defines what “done” means for functionality increments.

  • Story: Features developed, tested, documented, and accepted by users (e.g., two stories for a tablet feature are integrated and tested).
  • Release: A working prototype with specific features tested and accepted (e.g., a tablet with features a, b, d, and g).
  • Project: A fully functional product passed to operations (e.g., a tablet with all required features manufactured).

Requirements may change, so teams regularly review and revise the Definition of Done.

Grade vs. Quality

Grade refers to a product’s classification (e.g., concrete strength), while quality is about meeting requirements.

Example: Concrete in Construction

Low-grade concrete with zero defects may suffice for a playground basketball court, while high-grade concrete with defects fails quality standards for a stadium. Always match grade and quality to requirements.

Poor quality planning, like using the wrong concrete grade for a stadium, can lead to costly rework if requirements aren’t met.

Gold Plating

Gold Plating is delivering more than required (e.g., extra features or higher-quality components). It often wastes resources and may not align with customer needs.

Project managers must ensure teams focus on meeting objectives, not adding unrequested extras.

Continuous Improvement

Continuous Improvement involves ongoing efforts to enhance work, processes, and results.

  • Kaizen: Small, incremental improvements (in Japan, “alter and improve”).
  • Total Quality Management (TQM): Organization-wide focus on improving products and practices.
  • Six Sigma: Methodology to reduce process variance, aiming for high quality (3 or 6 sigma levels).
  • Just in Time (JIT): Delivering resources as needed to minimize inventory and ensure high-quality processes.