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Project Quality Management

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 Project Quality
Management

BOOK 6, PROJECT MANAGEMENT

BY AMIR MANZOOR

Engr. Dr. Amir

Manzoor
Copyright © 2019 by Amir Manzoor

No part of this book shall be reproduced, stored in

retrieval system, or transmitted by any means,
electronic, mechanical, photocopying, recording, or
otherwise, without prior written permission form
the author. No patent liability is assumed with
respect to the use of the information contained
herein. While every precaution has been taken in
the preparation of this book, the publisher and
authors assumes no responsibility for errors and
omissions. Neither is any liability assumed for
damages resulting from the use of the information
contained herein. All inquiries should be addressed
to the author.

Project Quality Management

ISBN-13: 978-969-709-052-5

All rights reserved under the copyright laws of the

United States of America.

Printed in the United States of America

Trademark Acknowledgements

Full acknowledgement is given of all proprietary

trademarks and registered trademarks that are
mentioned in this book. In addition, terms
suspected of being trademarks or series marks have
been appropriately capitalized, author cannot attest
to the accuracy of this information. Use of a term
in this book should not be regarded as affecting the
validity of any trademark or service mark.
Project Quality Management

iv
 DEDICATION

To the faculty, professionals, and students dedicated to the creation and

dissemination of knowledge about project management.
vi
 Engr. Dr. Amir Manzoor

ABOUT THE AUTHOR

Engr. Dr. Amir Manzoor holds a PhD in

management sciences. He is a graduate of
NED University, Pakistan, Lahore
University of Management Sciences (LUMS),
Pakistan, and Bangor University, United
Kingdom. He has more than 20 years of
diverse professional and teaching experience
working at many renowned national and
internal organizations and higher education
institutions. His research interests include E-
commerce, Strategic Management,
Enterprise Resource Planning (ERP), Project Management, Supply
Chain Management, Data Analysis, and Technology applications.
His published research articles/book chapters have received more
than 180 citations. He has published books that have been adopted
as textbook/reference books in curriculum of undergraduate of
graduate programs of more than 20 large and reputed Asian and
European universities. Amir can be contacted at
[email protected].

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Project Quality Management

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 PREFACE
According to the latest statistics, US alone spend approximately
$2.3 trillion annually on projects. Around the globe, nearly $10
trillion is spent on all kinds of projects. Great project management
can deliver success by providing clear objectives, ample resources,
realistic planning, low risk, high quality deliverables, efficient
budget utilization, and on time delivery of product. This book is
part of a series of books titled “Project Management by Amir
Manzoor”. This series focusses on Project Management Body of
Knowledge (PMBOK) 6th Edition of Project Management
Institute (PMI), USA to provide comprehensive coverage of all
aspects of project management. PMBOK contains one of the most
widely used standard terminology, best practices, and process
guidelines around project management. This book series includes
11 books providing coverage of all areas of project management.

This book covers fundamentals of project quality management.

The important topics covered include quality management
planning, quality management, and quality control. Compared with
available texts on project management, the perspective of this book
is global project management. The book is written in simple
language, provides up-to-date coverage of covered topics. This
book is useful for undergrad and graduate students, professionals,
and anyone looking to gain a solid foundation to continue their
learning of the discipline of project management. This book is also
a great companion to prepare for PMP certification exam. The
book series “Project Management by Amir Manzoor” has a
dedicated website http://www.pmbyam.com. A companion
Facebook page is also available.

Amir Manzoor

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Project Quality Management

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 Engr. Dr. Amir Manzoor

ACKNOWLEDGEMENTS

The final shape of this book would not have been possible without
the contribution of so many people that invested their time and
energy to provide valuable ideas and suggestions. Collective
wisdom, work, and experience of many professors, researchers,
students, and practitioners have enriched the text. All the
references to the published work have been provided in the
bibliography section. I am highly indebted and thankful to all those
people who helped shape the development of this text. My special
thanks and appreciation for all those people helped shape the
development of this text by providing valuable material and
suggestions for this book. I would like to thank my colleagues and
friends at many universities in Pakistan, India, United States,
Canada, Germany, France, Japan, UK, China, Netherlands,
Turkey, Russia, Belgium, Australia, Austria, Denmark, Sweden,
Spain, and New Zealand.

I also want to thank you, the reader, for investing the time and
effort to read and study this text. I have put significant energy and
effort to make sure this text provides you the knowledge required
to understand, formulate, implement, and evaluate projects for any
organization with which you become associated. Finally, I want to
welcome and invite your suggestions, ideas, thoughts, comments,
and questions regarding any part of this text or the supplementary
materials. Please contact me at [email protected] or write
me at the Management Sciences Department, Bahria University,
13, National Stadium Road, Karachi, Pakistan 75260. I sincerely
appreciate and need your input to continually improve this text in
future editions. I will especially appreciate if you are willing to draw
my attention to specific errors or deficiencies in coverage or
exposition.

Thank you for using this text.

Engr. Dr. Amir Manzoor

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Project Quality Management

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 Engr. Dr. Amir Manzoor

List of Figures
FIGURE 1: BENCHMARKING PROCESS ..................................22 
FIGURE 2: BRAINSTORMING RESULTS ..................................23 
FIGURE 3: FLOW CHART FOR PACKAGE DELIVERY
PROBLEM ...................................................................................27 
FIGURE 4: SAMPLE LOGICAL DATA MODEL .........................28 
FIGURE 5: VARIANTS OF MATRIX DIAGRAM .........................29 
FIGURE 6: MIND MAP OF A KNOWLEDGE MANAGEMENT
SYSTEM.......................................................................................30 
FIGURE 7: ROOT CAUSE ANALYSIS OF A CONSTRUCTION
PROJECT ....................................................................................41 
FIGURE 8: AFFINITY DIAGRAM FOR PERFORMANCE
INDICATORS ...............................................................................42 
FIGURE 9: CAUSE AND EFFECT DIAGRAM FOR CAUSES OF
DELAYS IN CONSTRUCTION PROJECTS ................................43 
FIGURE 10: HISTOGRAM OF PHARMACY DRUG DISPENSING
TURN AROUND TIMES ...............................................................44 
FIGURE 11: SCATTER PLOT OF CARBON MONOXIDE LEVEL
IN THE ATMOSPHERE VS TRAFFIC VOLUME .........................45 
FIGURE 12: STEPS OF PROBLEM SOLVING ...........................46 
FIGURE 13: PDCA CYCLE .........................................................47 

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Project Quality Management

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 Engr. Dr. Amir Manzoor

List of Tables
TABLE 1: SAMPLE CHECK SHEET ..........................................57 

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 Engr. Dr. Amir Manzoor

CONTENTS

CHAPTER 1: INTRODUCTION TO PROJECT QUALITY

MANAGEMENT .............................................................................1 
INTRODUCTION .................................................................................................. 1 
PLANNING QUALITY MANAGEMENT: KEY PROCESSES ............................ 2 
Plan Quality Management.................................................................................. 2 
Manage Quality ................................................................................................. 2 
Control Quality .................................................................................................. 2 
SIGNIFICANCE OF QUALITY MANAGEMENT ............................................... 2 
KEY CONCEPTS IN PROJECT QUALITY MANAGEMENT ............................. 3 
Quality and Grade ............................................................................................. 3 
Approaches of Quality Management ................................................................... 5 
BEST PRACTICES OF QUALITY MANAGEMENT ............................................ 5 
TRENDS AND EMERGING PRACTICES IN PROJECT QUALITY
MANAGEMENT ................................................................................................... 7 
TAILORING CONSIDERATIONS FOR PROJECT QUALITY MANAGEMENT 8 
CONSIDERATIONS FOR AGILE/ADAPTIVE ENVIRONMENTS ................... 8 
CHAPTER 2: QUALITY MANAGEMENT PLANNING ................11 
INTRODUCTION ............................................................................................... 11 
QUALITY MANAGEMENT PLANNING: INPUTS ........................................... 11 
Project Charter ................................................................................................. 11 
Project Management Plan ................................................................................. 14 
Project Documents ............................................................................................ 16 
Enterprise Environmental Factors (EEF) ....................................................... 18 
Organizational Process Assets (OPA) ............................................................. 18 
QUALITY MANAGEMENT PLANNING: TOOLS AND TECHNIQUES ......... 19 
Expert Judgement............................................................................................. 19 
Data Gathering................................................................................................ 21 
Data Analysis ................................................................................................. 24 
Decision Making .............................................................................................. 25 
Data Representation ......................................................................................... 26 
Test and Inspection Planning ............................................................................ 30 
Meetings ........................................................................................................... 30 
QUALITY MANAGEMENT PLANNING: OUTPUTS ....................................... 31 

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 Project Quality Management

Quality Management Plan................................................................................ 31 

Quality Metrics ................................................................................................ 31 
Project Management Plan Updates ................................................................... 32 
Project Document Updates ................................................................................ 32 
CHAPTER 3: MANAGING PROJECT QUALITY ........................35 
INTRODUCTION ............................................................................................... 35 
MANAGING QUALITY: INPUTS ...................................................................... 36 
Project Management Plan ................................................................................. 36 
Project Documents ............................................................................................ 36 
Organizational Process Assets (OPA) ............................................................. 37 
MANAGING PROJECT QUALITY: TOOLS AND TECHNIQUES ................... 37 
Data Gathering................................................................................................ 37 
Data Analysis ................................................................................................. 38 
Decision Making .............................................................................................. 41 
Data Representation ......................................................................................... 41 
Audits.............................................................................................................. 45 
Design for X (DfX) ......................................................................................... 45 
Problem Solving ................................................................................................ 46 
Quality Improvement Methods .......................................................................... 46 
MANAGING PROJECT QUALITY: OUTPUTS ................................................. 48 
Quality Reports ................................................................................................ 48 
Test and Evaluation Documents ....................................................................... 48 
Change Requests............................................................................................... 48 
Project Management Plan Updates ................................................................... 50 
Project Document Updates ................................................................................ 50 
CHAPTER 4: CONTROLLING QUALITY ....................................53 
INTRODUCTION ............................................................................................... 53 
CONTROLLING QUALITY: INPUTS ................................................................ 53 
Project Management Plan ................................................................................. 53 
Project Documents ............................................................................................ 53 
Approved Change Requests .............................................................................. 54 
Deliverables ...................................................................................................... 54 
Work Performance Data .................................................................................. 54 
Enterprise Environmental Factors (EEF) ....................................................... 55 
Organizational Process Assets (OPA) ............................................................. 55 
CONTROLLING QUALITY: TOOLS AND TECHNIQUES .............................. 55 

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 Engr. Dr. Amir Manzoor

Data Gathering................................................................................................ 55 

Data Analysis ................................................................................................. 58 
Inspection ......................................................................................................... 59 
Testing/Product Evaluations ............................................................................ 59 
Data Representation ......................................................................................... 59 
Meetings ........................................................................................................... 60 
CONTROLLING QUALITY: OUTPUTS ............................................................ 61 
Quality Control Measurements ......................................................................... 61 
Verified Deliverables ........................................................................................ 61 
Work Performance Information ........................................................................ 61 
Change Requests............................................................................................... 62 
Project Management Plan Updates ................................................................... 62 
Project Documents Updates .............................................................................. 62 
APPENDICES ..............................................................................63 
APPENDIX 1: CASE STUDY: PROJECT QUALITY MANAGEMENT ............ 65 
APPENDIX 2: PROJECT QUALITY MANAGEMENT PLAN .......................... 67 
APPENDIX 3: PROJECT QUALITY ASSURANCE CHECKLIST ..................... 89 
APPENDIX 4: TEST PLAN ................................................................................ 95 
APPENDIX 5: Q&A CHECKLIST FOR OUTSOURCED PROJECTS .............. 99 
APPENDIX 6: CUSTOMER SATISFACTION SURVEY ................................... 103 
APPENDIX 7: PROCESS IMPROVEMENT PLAN .......................................... 107 
APPENDIX 8: PROJECT QUALITY METRICS ............................................... 115 
APPENDIX 9: PROJECT QUALITY AUDIT REPORT ................................... 117 
APPENDIX 10: PROJECT VARIANCE ANALYSIS REPORT......................... 121 
BIBLIOGRAPHY ........................................................................125 

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