Unit 4 Quality and (Human) Resources Knowledge Areas
Overview
In this unit, we examine the fifth and sixth components of the “10 Project Management Knowledge Areas”, as listed in the Project Management Institute’s Body of Knowledge (PMBOK) – these components consider the knowledge areas of Quality and Human Resources
Meeting customer expectations is the second highest priority of any organizations (second only to safety) - this is our definition of Quality. Therefore, a project manager must have a clear knowledge of what the expectations are. These expectations are only achieved through appropriate communications.
Humans are involved throughout a project to manage the project (through the Process Groups) and to do the project work, (through the Project Life Cycles). Hence, there is a lot of focus on the Project Manager to ensure the communication is fitting and correct. Given the challenges of human interactions, this unit will focus on identifying and communicating quality, using various tools.
To facilitate the communication of quality during a project, there are valuable resources available to aid in the collection of data so that it can be formulated it into a reportable form to be shared with stakeholders (these resources are part of Monitoring and Controlling throughout the project).
Topics
This unit is divided into the following topics:
- The Project Quality Management Plan
- The Project Communication Plan
- Project Procurement (Sourcing)
- Monitoring and Controlling using The Seven Quality Tools
Learning Outcomes
When you have completed this unit, you should be able to:
- Create a Quality Management plan
- Develop a Project Communication plan
- Assess the impact of Procurement (Sourcing) on quality
- Communicate “quality” using the Seven Quality Tools
Activity Checklist
Here is a checklist of learning activities you will benefit from in completing this unit. You may find it useful for planning your work.
Learning Activities
- Quality Management Plan - Watch and Reflect
- Draft a Quality Management Plan
- Draft a Communication Management Plan
- Reflection – Sourcing Professionals
- Monitoring and Controlling Using Excel
Assessment
- In this course you demonstrate your understanding of the course learning outcomes in different ways, including papers, projects, discussions and quizzes. Please see the Assessment section in Moodle for assignment details and due dates.
Planning Ahead
Before you examine the topics in this unit, take a moment to watch this video that has been provided by the instructor. This video will introduce each topic and help support your learning. You are encouraged to re-watch this video if you are struggling with any of the concepts you will be learning about in this section.
Watch: PMPP 201 - U44.1 The Project Quality Management Plan
The project quality management plan is a cornerstone for any project manager, serving as a comprehensive guide to ensuring that the project’s deliverables meet the established quality standards and criteria. By clearly defining these standards, the plan provides a roadmap for quality assurance and control activities throughout the project lifecycle, mitigating the risk of defects and ensuring stakeholder satisfaction. With a well-defined plan in place, the project team can optimize resource utilization, minimize rework, and adhere to legal and regulatory requirements, ultimately leading to cost savings and improved project performance. Additionally, the plan fosters a culture of continuous improvement by facilitating the collection and analysis of quality performance data, allowing for ongoing enhancements to project processes and outcomes. Overall, the project quality management plan is indispensable for project managers, providing the framework necessary to deliver high-quality results while effectively managing risks and resources.
Activity: Quality Management Plan - Watch and Reflect
The videos below help support your understanding of what a Project Quality Management Plan is, and how it is used by a Project Manager to support their work. As you watch the video, consider how this information applies to what you have learned in this section.
When you are ready, watch the following videos:
Watch: Drawn Out: Plan Quality Management Process 6th edition PMBOK(r)
Watch: Project Quality Plan: Project Management
Activity: Draft a Quality Management Plan
In this activity, you will draft a Quality Management Plan based on the following scenario – download and read through it carefully:
Insert file
After reading through the scenario, use what you have learned in this section to draft a Quality Management Plan - if the scenario is limited on details, creatively make up your own. It is strongly recommended that you conduct a web search to look for samples that you can leverage to support your draft.
After drafting your QMP, take a moment to consider the strengths and weaknesses of your draft.
Be prepared to share your plan, and your thoughts, with other members of the class.
4.2 The Project Communication Plan
A project communication plan is a vital document that outlines how information will be collected, disseminated, and managed throughout the project lifecycle. It serves as a roadmap for effective communication among stakeholders, including team members, sponsors, clients, and other relevant parties. By identifying communication objectives, channels, frequencies, responsibilities, and feedback mechanisms, the plan ensures that everyone stays informed, resolves issues promptly, and maintains alignment with project goals. In the Monitoring and Controlling phase, determining how project information will be collected and disseminated is crucial for tracking progress, identifying deviations, and communicating updates to stakeholders in a timely manner. Within the ‘Project Package,’ the communication plan is detailed in both the Summary and Detail Sections, providing an overview of key strategies and diving into specific procedures, responsibilities, and timelines. This comprehensive documentation fosters clarity, accountability, and collaboration among project team members, ultimately contributing to the project’s success.
Activity: Draft a Communication Management Plan
For this activity, you will be using the scenario that was presented in the previous activity. Once again, carefully read through the scenario.
After reading through the scenario, draft a written Communication Management Plan by applying what you have learned in this section. Remember, you will need to fit your plan into the three sections of the Project Package (the Executive Summary, the Summary Section, and the Detail Section).
As you write your plan, remember that it is critical to include the specific verbiage you learned for each section as this language will be expected by anyone reading your Communication Management Plan.
Be prepared to share your plans with other members of the class.
4.3 Project Procurement (Sourcing)
Project procurement, encompassing the acquisition of external resources, goods, and services necessary for project execution, stands as a critical facet for project managers. It serves as a gateway to specialized expertise and resources beyond the organization’s scope, aiding in cost management by securing optimal deals and mitigating risks associated with delays or quality issues. Effective procurement practices ensure adherence to quality standards, timely delivery, and compliance with legal regulations, all crucial for project success. The inclusion of a sourcing professional within the project team significantly enhances procurement endeavors, offering specialized insights into procurement strategies, vendor management, and negotiation tactics, thereby bolstering the project’s overall efficiency and success.
Activity: Reflection – Sourcing Professionals
In this section, you learned about the importance of sourcing. For this activity, you are going to take some time to reflect on what you have learned as you consider the value of hiring a sourcing professional to assist with the process of procurement.
Take a moment to consider the scenario you used for the previous activities. Identify some areas where you believe a sourcing professional could enhance the outcomes of the project.
Be prepared to share these with other members of the class.
4.4 Monitoring and Controlling using The Seven Quality Tools
Utilizing the Seven Quality Tools offers project managers a robust framework for gathering and presenting quality data in a consistent and meaningful manner, facilitating effective communication of quality metrics to stakeholders during the monitoring phase. These tools enable project teams to collect and organize data systematically, ensuring its relevance and reliability. By employing tools such as cause-and-effect diagrams, check sheets, control charts, histograms, Pareto charts, scatter diagrams, and flowcharts, project managers can transform raw data into insightful presentations that highlight trends, patterns, and areas for improvement.
Stakeholders, armed with this comprehensive understanding of project performance and quality metrics, can then make informed decisions during the controlling phase. Whether it involves allocating resources, adjusting timelines, or revising strategies, stakeholders can leverage the insights provided by the Seven Quality Tools to steer the project towards success. By making data-driven decisions based on the information presented through these tools, stakeholders can effectively monitor project progress, identify deviations from desired outcomes, and take timely corrective actions to ensure project objectives are met.
In essence, the Seven Quality Tools serve as a bridge between data and decision-making, empowering project managers and stakeholders alike to collaboratively monitor project performance, control quality, and drive continuous improvement throughout the project lifecycle. Through their systematic approach to data analysis and presentation, these tools enable stakeholders to make proactive decisions that ultimately enhance project outcomes and maximize value delivery.
Activity: Monitoring and Controlling Using Excel
For this activity, you will use MSExcel to develop a chart that can be utilized for the purpose of monitoring and controlling. For the purpose of this activity, we will use key charts that fit most projects – this example will involve taking a histogram and converting it to a Pareto Chart.
To do this, you will need to consider the following scenario:
Your project team is doing a failure analysis on a recent project that closed. Your results will dictate the Quality Planning in future (similar) projects. You have to convert the following data into a Pareto chart and determine the priorities… namely, what order (and how many) will you do the Corrective Actions?
The old project was to try to improve the customer service of a hotel. They determine their success by reduced customer complaints. This are outlined below:
- Bed linen issues, 16 complaints
- Cleaning problems, 111 complaints
- Décor is bad, 2
- Documentation in room is incorrect, 1
- Furniture issues, 9
- Internet problems, 17
- Noise from other guests, 42
- Not enough towels, 4
- Other, 3
- Pillows too soft or too hard, 5
- Reservation errors, 155
- Room too hot or too cold, 10
- Slow room service, 287
- Telephone not working properly, 6
- TV’s not functioning properly, 23
Using the information provided, move the data into excel, and sort (descending) by quantity of complaints. Afer doing this, build a Pareto Chart.
Be prepared to share your chart with other members of the class.
Assessment
Refer to the course schedule for graded assignments you are responsible for submitting. All graded assignments, and their due dates, can be found on the “Assessment” tab.
In addition to any graded assignments you are responsible for submitting, be sure to complete all the Learning Activities that have been provided throughout the content - these are intended to support your understanding of the content.