PLANNING FOR QUALITY- Project quality management

Project quality management

1. Planning for Quality (Stakeholder Requirements and the Cost of Quality ) MICHAEL PETER OWINY (PhD

2. What is planning for quality project Project quality planning is one of the key elements of strategic project management; it is the starting point to create a link between stakeholder expectations and product requirements. Planning for quality involves understanding and  proactively addressing stakeholder requirements and managing the cost of quality.  This process ensures that the project or product meets stakeholder expectations and delivers value, while minimizing the financial impact of poor quality.

3. Inputs for Quality Planning Scope statement, Stakeholder requirements, A list of identified and described risks (risk register) Project implementation program.

4. Planning for Quality Process 1. Collect input data ; in order to develop a model  project quality plan , it is necessary to collect input information, including the scope statement, stakeholder requirements,  risk register  and the project implementation program. 2. Set Quality Parameters; decide  which metrics  and parameters will be applied to analyze data and activities throughout the project lifecycle. The may include :

5. Planning for Quality Process Accuracy of deliverables : Measures compliance with technical specifications. Timing of deliverables : Assesses adherence to schedule. Customer satisfaction : Can be measured through feedback and surveys. Defect rate : Number of errors or problems detected in deliverables.

6. Planning for Quality Process e. Analyze data ; perform a  cost-benefit analysis . This analysis will help to review all the costs that will be involved in the project and all the benefits stated during the project setup phase. f. Perform quality control; Throughout the project lifecycle, quality metrics will have to be observed and it will be essential to establish how to control these characteristics during the project implementation process. g. Create an Improvement Plan ; Develop an an improvement plan that outlines the actions to analyze quality performance and identify activities to improve the value of the project / product.  

7. Key Components of Quality Management Plan Describe project objectives and quality expectations in general. Determine the organization’s quality policies and management systems and outline how these policies will apply to the project Identify other quality criteria or policies that must be adhered to and complied with, such as customer or investor requirements. Describe how quality requirements will extend throughout the supply chain.

8. Key Components of Quality Management Plan 5. Define acceptability criteria for project deliverables. 6. Define quality management roles and responsibilities 7. Identify which standards will be applied. 8. Identify and list the quality metrics that need to be monitored. 9. Describe monitoring and reporting processes to provide constant improvement.

9. What Does it involve in Identifying and Understanding Stakeholder Requirements 1.Determine who has a vested interest in the project, including customers, regulators, and internal teams. 2.Collect stakeholder needs and expectations through various methods like interviews, surveys, and feedback sessions.  3.Establish clear and measurable quality standards based on stakeholder requirements, ensuring consistency and alignment.   

10. Importance of Identifying Stakeholder Quality Requirements Defining Project Goals and Deliverables Defining Project Goals and Deliverables Ensure that the project aligns with the overall business strategy and meets the needs of all parties involved 2. Minimizing Rework and Costs; Understanding stakeholder needs upfront, projects can avoid costly rework and delays caused by misunderstandings or unmet expectations . This useful in that reduces the need for iterations and ensures that the final product is fit for purpose. 

11. Importance of Identifying Stakeholder Quality Requirements 3. Building Strong Relationships Engaging with stakeholders throughout the project lifecycle fosters trust and collaboration.  Understanding their perspectives and incorporating their needs into the project strengthens relationships and builds support for the project's goals. 

12. Importance of Identifying Stakeholder Quality Requirements 4. Reducing Risks and Improving Communication Identifying stakeholder requirements helps identify potential risks and challenges early on, allowing for proactive mitigation strategies.  By understanding the diverse interests and needs of stakeholders, projects can develop effective communication strategies that keep everyone informed and engaged.  5. Enhancing Project Value Ensuring that the project meets stakeholder quality requirements, it delivers greater value to the organization and its beneficiaries. This can lead to increased efficiency, improved outcomes, and a higher return on investment. 

13. Types of Quality Cost Prevention Costs: Invest in proactive measures to avoid quality problems, such as training, process improvements, and using quality tools. 2 Appraisal Costs: Allocate resources for quality inspection and testing to identify and address quality issues early on.

14. Types of Quality Cost 3.Internal Failure Costs: Account for the costs of defects discovered during production, such as rework, scrap, and downtime. 4.External Failure Costs: Address the consequences of defects discovered after product delivery, including warranty claims, returns, and customer dissatisfaction. 

15. Strategies of Involving Stakeholders in Quality Planning Communication: Maintain open and consistent communication with stakeholders throughout the project lifecycle, providing updates and seeking feedback. Collaboration: Involve stakeholders in quality planning activities, allowing them to contribute to the development of quality standards and procedures. Feedback: Solicit feedback from stakeholders on quality performance and incorporate their suggestions for improvement. 

16. Benefits/Importance of Quality Planning Increased Stakeholder Satisfaction . Meeting stakeholder needs and expectations leads to higher satisfaction and improved relationships.  Reduced Costs. Proactive quality planning minimizes failure costs and prevents rework and delays. Improved Product/Service Quality. Focusing on quality from the outset results in higher-quality products and services. Enhanced Project Success: A strong quality plan contributes to the overall success of the project by ensuring it meets its objectives and delivers value.   

17. Quality Management in Service Industry Quality Management (QM) in the service industry involves establishing and maintaining systems to ensure consistently high-quality service delivery.  It focuses on monitoring, assessing, and improving service quality, ultimately leading to increased customer satisfaction and loyalty.

18. Some Examples of Quality Service 1.Hospitality: Undertaking quality control measures in food preparation, cleaning, and guest service to ensure a positive experience. 2. Healthcare: Using quality management systems to track patient outcomes, reduce errors, and improve patient safety. 3. IT Services: Monitoring service delivery, addressing support issues promptly, and providing ongoing training to ensure high-quality service. 4. Financial Services: Adhering to strict regulatory requirements, providing accurate and timely financial advice, and protecting customer data. 

19. Key Elements of Quality Management in Service Industry 1. Defining Service Standards: Clearly outlining what constitutes high-quality service in terms of reliability, responsiveness, assurance, empathy, and tangibles (e.g., Physical Amenities). 2. Measuring Performance: Tracking key performance indicators (KPIs) to assess how well services meet defined standards and customer expectations. 3. Continuous Improvement: Implementing processes to identify areas for improvement and make necessary changes to enhance service quality.

20. Key Elements of Quality Management in Service Industry 4. Customer Feedback: Gathering and analyzing customer feedback through surveys, reviews, and other channels to identify areas for improvement. 5. Employee Training and Development Investing in training and development programs to ensure employees are equipped with the skills and knowledge to deliver high-quality service.

21. Why Focus on Quality Management in Service Industry Customer Satisfaction and Loyalty Competitive Advantage Reduced Costs Increased Profitability Regulatory Compliance

22. THE END -THANKS