Admass University School of Graduate Studies

MAPMC-721: Project Quality Management

By

Temesgen Disassa Marru(PhD)

April, 2023
Addis Ababa, Ethiopia
 CHAPTER 4 : QUALITY ASSURANCE
4.1 What is Quality Assurance?
4.2 Features of Quality Assurance
4.3 Process checklists
4.4 Benchmarking
4.5 Quality (project) Audit
4.6 The PCDA (Plan, Do, Check, and Act) Cycle
 CHAPTER 4 : QUALITY ASSURANCE

Brainstorming:

“Point out the different between quality assurance and

quality control”
 Project Quality Assurance
4.1 What is Quality Assurance?
▪ The PMBOK® Guide defines quality assurance as
“…the application of planned, systematic quality
activities to ensure that the project will employ all
processes needed to meet requirements.”
 "The planned and systematic activities implemented in a
quality system so that quality requirements for a product
or service will be fulfilled.”
American Society for Quality (ASQ)
 Defined Quality assurance as “all the planned and
systematic activities implemented within the quality
system to provide confidence that the project will satisfy
the relevant quality standards.
What is Quality Assurance……………
 In the ISO 9000 standard ,Clause 3.2.11, defines Quality
Assurance as: “A part of quality management focused on
providing confidence that quality requirements will be
fulfilled”
 "The function of quality that assures the standards,
processes, and procedures are appropriate for the project
and are correctly implemented”
 Quality Assurance: The sum total of the organized
arrangements made with the object of ensuring that
products are of the quality required for their intended
use.
 In short, Quality Assurance focuses on the process of
quality.
 What is Quality Assurance
▪ “Quality assurance” can be a somewhat troublesome term.

▪ Often, “quality assurance” is used in conversation and writing

when the term “quality control” would be more accurate and

more properly applied.

▪ This may be because people are not well informed about the

difference between the quality assurance and quality control.

▪ Or, assuming equivalent meaning, people consider “assurance”

to be a nicer, less offensive word than “control,” which may

have strongly negative, personal associations.
 Quality Assurance………………..

▪ Whatever the reason for possible confusion, the project

team must understand the difference between assurance
and control.
▪ Both are essential elements of quality management and
both are necessary for project success.

▪ Briefly, quality assurance( prevention)

▪ addresses the program/project;
▪ is the combined set of activities that the project team will
perform to meet project objectives.
▪ checking at various stages of production process
▪ minimizes wastage-identifies problems quickly
▪ all stages are looked at to reduce errors or defects
 Quality Assurance………………..

▪ Quality control

▪ addresses the outcomes;

▪ is monitoring performance and
▪ doing something about the results.
▪ Checking of finished product
▪ materials can be checked before production
▪ high wastage as unsuitable products are often scrapped
▪ costly as some products may require reworking to meet
standards
Quality Assurance……………….

 The key words in the PMBOK® Guide definition are

“planned, systematic, activities.”

 The activities are the things that the project team will do

to determine if project performance is meeting the

requirements of quality and other standards.

 The activities are the things the project team will do to

check project performance against the project plan using

specifications as the targets.
 Quality Assurance………..

 For the sake of clarity, we define quality assurance

activities to start when the key project stakeholders

approve the project plan and the focus of activities shifts
from strictly planning to mostly execution.

 Quality assurance activities continue until the final project

deliverables are complete.

 Quality Assurance………..
 Assurance is the activity of
➢providing evidence to create confidence among all
stakeholders that
➢the quality-related activities are being performed
effectively;
➢and that all planned actions are being done to provide
adequate confidence that a product or service will
satisfy the stated requirements for quality.
 Quality Assurance………..
 Quality Assurance is a process to provide confirmation
based on evidence to ensure to the donor, beneficiaries,
organization management and other stakeholders that
product meet needs, expectations, and other requirements.

 It assures the existence and effectiveness of process and

procedures, tools, and safeguards are in place to make
sure that the expected levels of quality will be reached to
produce quality outputs.
 Quality Assurance……..
 Quality assurance occurs during the implementation
phase of the project and includes the evaluation of the
overall performance of the project on a regular basis
to provide confidence that the project will satisfy the
quality standards defined by the project.
 One of the purposes of quality management is to find
errors and defects as early in the project as possible.
Therefore, a good quality management process will end
up taking more effort hours and cost upfront.
 The goal is to reduce the chances that products or
services will be of poor quality after the project has
been completed.
 Quality Assurance………
 Quality assurance is done not only to the products and
services delivered by the project but also to the process
and procedures used to manage the project,

 It includes the way the project uses the tools, techniques

and methodologies to manage scope, schedule, budget
and quality,

 Quality assurance also includes the project meets any

legal or regulatory standards.
Difference b/n Quality assurance and Quality control
Meaning:
In the ISO 9000 standard, clause 3.2.11 defines quality
assurance (QA) as ; ‘a part of quality management
focused on providing confidence that quality
requirements will be fulfilled’.
QA implies all those methodological actions which are
necessary to give enough confidence that the product or
service has the requisite.
In the ISO 9000 standard, clause 3.2.10 defines quality
control (QC) as: ‘a part of quality management focused
on fulfilling quality requirements’
QC is an industrial management tool that helps in
maintaining the uniform acceptable quality in the
product, by testing samples of the goods produced.
Difference b/n Quality assurance and Quality control
Attributes Quality Assurance Quality Control

Focus preventing defects. Identifying defects

Orientation Process-oriented Product -oriented

Action Proactive Reactive

Function Staff function Line function

Quality Implemented at Implemented at the

designing stage final stage
Difference b/n Quality assurance and Quality control
Attributes Quality Assurance Quality Control

Achieved by Introducing a quality Identifying defects &

management system, that eliminating them,
keeps a check on the through various quality
quality of products & management tools
services.

Objective To refine the product To identify defects

development to prevent after the product
defects as much as possible development, but
before it is packaged
Difference b/n Quality assurance and Quality control………

o In general, Quality assurance is often confused with

quality control; Quality control is done at the end of a

process or activity to verify that quality standards have
been met.

o Quality control by itself does not provide quality,

although it may identify problems and suggest ways to

improving it.

o In contrast, quality assurance is a systematic approach

18 to obtaining quality standards.
 Difference b/n Quality assurance and Quality control......

 Quality assurance is something that must be planned from

the earliest stages of a project, with appropriate measures

taken at every stage.

 Unfortunately far too many development projects are

implemented with no quality assurance plan, and these projects
often fail to meet quality expectations of the donor and
beneficiaries.

 To avoid the problem the projects must be able to

demonstrate the consistent compliance with the quality
19
requirements for the project.
 4.2 Features of Quality Assurance

 A process, not an end-point

 Ensure whether quality policies are followed
 Ensure that processes are efficient and effective as per the
quality standards defined for products.
 Determine that activities and procedures are being
followed and the tests are being made.
 It is all about whether the planned activities are done or
not?
 Evaluation of the overall performance of the
program/project on a regular basis.
20
 4.2 Features of Quality Assurance

 Mark trends by conducting consistent record reviews.

✓If record reviews don’t stay current, no one will get

timely feedback before a real problem crops up.

 It begin after planning and it is an execution process

 Responsible for day-to-day operations and for longer term

goal settings

21
 4.3. Process Checklists

❖Process checklists, project audits and PDCA cycle are

the frequently used methods for project quality assurance.

❖Process checklists are special types of data collection

forms in which processes may be easily verified on the
form.
 4.3. Process Checklists ….

❖ Coherent, integrated activities arise from a

disciplined process of steps:

1. Select the relevant standard or specification.

2. Using operational definitions, define an activity that
will collect data and compare results to the plan.
3. Define and provide resources.
4. Assign responsibility to a specific entity.
5. Assemble activities into a quality assurance plan.
 Metrics

 Recall that metrics are a means of measurement to determine the

degree of conformance to specifications.
 They close the loop and link together requirements, specifications,
assurance activities, and the metrics themselves.
❖ See the examples below.
 Requirement (generally stated) : “Responsive telephone hotline
service.”
 Specification (specific and measurable) : “Answer 99 percent
of hotline service calls within one ring.”

 Assurance activity (action to be taken) : Determine percentage of

calls answered on one ring during a forty-eight-hour period.
 Metric (means of measurement): Percentage of calls answered
on one ring.
Quality Journey: Quality Assurance Activities.
Customers

Requirements

Specifications

QA Activities
 4.4 Benchmarking

 Discussion:

“What is benchmarking and its contribution for quality

assurance:
 4.4 Benchmarking
 Project management benchmarking is the process of
continuously comparing the project management
practices of X organization with the practices of Y
organization anywhere in the world;
 Its goal is to gain information to help an
organization improve its own performance.

 The information obtained through benchmarking

might be used to help an organization improve its
processes and the way in which those processes are
executed, or the information might be used to help
company’s become more competitive in the marketplace.
 Benchmarking……………..
 Benchmarking is a continuous effort of analysis and
evaluation.
 Care must be taken in deciding what to benchmark. It
is impossible and impractical to evaluate every aspect of
project management.
 It is best to decide on those few critical success factors
that must go right for a business to flourish.
 The critical success factors are usually the key
business processes.
 Benchmarking……….
o Deciding what information to benchmark against is
usually easier than obtaining that information.
o Locating some information will require a critical search.
Some information may be hard to find.
o Some information you would find helpful might not be
available for release because the organization that has it
views it as proprietary.
o Identifying the target companies against which you
should benchmark may not be as easy as you believe.
 Benchmarking…………

 Benchmarking has become common since it was first

popularized by Xerox during the 1980s.

 Benchmarking for project management can be

accomplished through surveys, questionnaires, attending
local stage meetings of the Project Management Institute
(PMI), and attending conferences and symposiums.

 Personal contacts often provide the most valued sources

of information.
 Benchmarking……………….
 Benchmarking should not be performed unless your

organization is willing to make changes.

 The changes must be part of a structured process that

includes evaluation, applicability, and risk management.

 Benchmarking is part of the strategic planning

process for project management that results in an action

plan ready for implementation.
 Benchmarking………
 Quality assurance includes all the activities related to

satisfying the relevant quality standards for a project.

 Another goal of quality assurance is continuous quality

improvement.

 Benchmarking: generates ideas for quality

improvements by comparing specific project practices or
product characteristics to those of other projects or
products within or outside the performing organization.
 Benchmarking………
 Benchmarking:

➢Comparing one product with the “best”

➢Introducing the best techniques as used by the
market leaders
➢Sets a target to achieve
➢Can be a motivating factor
➢Creates a continual improvement culture
 4.5 Quality Audits

 An audit is a structured review of performance against the

plan.
 A quality audit is the primary mechanism for determining the
effectiveness of quality assurance activities.

 It is a structured, independent review to determine whether

project activities comply with organizational and project
policies, processes, and procedures.

 The audit may use results obtained from quality control to

determine if quality assurance activities are having the desired
result.
 Quality Audits…………….
 If results do not show conformance to specification, quality
assurance activities should be reviewed and improved.
 Quality assurance audits may be conducted on a scheduled
basis (for instance, at the completion of major milestones) or
may be conducted at random (for instance, only if quality
control results exceed certain thresholds or the boss decides to
initiate an audit out of the blue).
 Quality assurance audits may be conducted by internal or
external elements.
 Audits are performed by project staff or consultants with
expertise in specific areas.
 External audits often provide more objective results and are
often more respected by third parties, such as higher level
management.
 Quality Audits………………………….

 The purpose of quality audit is to review how the project is

using its internal processes to produce the products and
services it will deliver to the beneficiaries.

 Its goal is to find ways to improve the tools, techniques and

processes that create the products and services.

 A quality audit is a structured review of specific quality

management activities that help identify lessons learned that
could improve performance on current or future projects.
 If corrective actions are needed, these must be approved
through the change control processes.
 4.6 The PDCA Cycle……………..

 The most popular tool used to determine quality assurance is

the Shewhart Cycle.
 This cycle for quality assurance consists of four steps: Plan,
Do, Check, and Act.
 These steps are commonly abbreviated as PDCA.
 The four quality assurance steps within the PDCA model
stand for:
1. Plan: Establish objectives and processes required to
deliver the desired results.
2. Do: Implement the process developed.
3. Check: Monitor and evaluate the implemented process by
testing the results against the predetermined objectives.
4. Act: Apply actions necessary
 The PDCA Cycle……………..

 The PDCA is an effective method for monitoring quality

assurance because it analyzes existing conditions and
methods used to provide the product or service to
beneficiaries.
 The goal is to ensure that excellence is inherent in every
component of the process.
 Quality assurance also helps determine whether the steps
used to provide the product or service is appropriate for
the time and conditions.
 In addition, if the PDCA cycle is repeated throughout the
lifetime of the project helping improve internal efficiency.
 The PDCA Cycle……………..

 The PDCA cycle is shown below as a never-ending

cycle of improvement.
 Quality assurance demands a degree of detail in order to
be fully implemented at every step.
 Planning, for example, could include investigation into
the quality of the raw materials used in manufacturing,
the actual assembly, or the inspection processes used.
 The Checking step could include beneficiary feedback
or surveys to determine if beneficiary needs are being
met or exceeded and why they are or are not.
 Acting could mean a total revision in the delivery
process in order to correct a technical flaw.
 The PDCA Cycle…………….

It is never ending improvement process

 The PDCA Cycle……………..

 The goal to exceed stakeholder expectations in a

measurable and accountable process is provided by
quality assurance.

 Quality Assurance is used to verify that the project

processes are sufficient so that if they are being adhered
to the project deliverables will be of good quality.
 For Instance

 In a project consisting of several tasks, quality assurance

activities can be difficult to track.

 The project tasks required to be assembled into a quality

assurance plan that documents all activities and allows

effective management.

 Mature organizations may have a prescribed format for

quality assurance plans.

For Instance…………
 A quality assurance plan should include at least the
following elements:
1. The work breakdown structure (WBS) reference
number for the task concerned.
2. A statement of the requirement (usually from the
customer).
3. A statement of the specification that is specific and
measurable.
4. A description of the assurance activity (what is to be
done).
5. Schedule information (when it is to be done).
6. Designation of the responsible entity (who will do it).
 Example. Quality assurance plan

WBS Requirement Specification Assurance Schedule Responsible

Ref Activity Entity

(from (specific and (what is to be (when it will (who will do

customer) measurable) done) be done) it)

Module Easy to Responses

Writing for understand self 80 % of from the Four Module
a given learning acceptance potential Months writer
course material from the learners (80%)
potential
learners.
No . Of pages
No. Of
questions per
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Answer keys
 Summary

 Quality assurance is the application of planned, systematic

quality activities to ensure that the project will employ all
processes needed to meet requirements identified during quality
planning.
 Quality assurance addresses the program; it is the combined set
of activities that the project team will perform to meet project
objectives.
 Quality control addresses the outcomes; it is about monitoring
performance and doing something about the results.
 The quality assurance plan lists all assurance activities in one place to
assist in managing project quality.
 Quality audits are structured reviews of the quality system.
 They may be scheduled or random and conducted by internal or
external elements.
Thanks for Your Attention!