PRINCE2_LESSON_06.pdf

PRINCE2® Foundation Lesson 6—Quality Theme

Based on AXELOS PRINCE2® material. Reproduced under licence from AXELOS Limited. All rights reserved. Based on AXELOS PRINCE2® material. Material is reproduced under licence from AXELOS Limited. All rights reserved.

PRINCE2® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. AXELOS® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

1 The Swirl logo™ is a trade mark of AXELOS Limited, used under the permission of AXELOS Limited. All rights reserved.

Copyright 2014, Simplilearn, All rights reserved. Copyright 2014, Simplilearn, All rights reserved.

Objectives After completing this lesson, you will be able to:

2

●

Define the key terms of Quality theme

●

Explain the PRINCE2® approach to Quality theme

●

Define the roles and responsibilities in Quality theme

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Purpose of Quality Theme The purpose of this theme is to define and implement the means by which the project will create and verify products that are fit for purpose.[1]

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●

It is based on the principle Focus on Products.

●

Quality criteria is important to determine cost and delivery timelines.

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Quality Terms—Definition Some of the key definitions associated with Quality are: Quality is generally defined as the totality of features and inherent or assigned characteristics of a product, person, process, service and/or system that bear on its ability to show that it meets expectations or satisfies stated needs, requirements or specification.[2]

Quality management is defined as the coordinated activities to direct and control an organisation with regard to quality.[3] A quality management system is the complete set of quality standards, procedures and responsibilities for a site or organisation.[3] Site or Organisation: External to the project and sponsors the project work. 4

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Quality Terms—Definition (contd.) Other key definitions associated with Quality are:

Quality planning is about defining the products required of the project, with their respective quality criteria, quality methods (including effort required for quality control and product acceptance) and

the quality responsibilities of those involved.[4] Quality control focuses on the operational techniques and activities used by those involved in the project to fulfil the requirement for quality.[5]

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Quality Terms—Definition (contd.) Quality assurance provides a check that the project’s direction and management are adequate for the nature of the project and that it complies with relevant corporate or programme management

standards and policies.[6] Quality assurance is about independently checking that the organisation and processes are in place for quality planning and control. It involves contributions that are independent of the project management team, whereas quality planning and quality control are undertaken by the project.

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Project vs. Quality Assurance The table here compares Project Assurance with quality assurance. Project Assurance

Quality Assurance

Provide assurance to the wider corporate or programme organisation that the project is being conducted appropriately, and complies with relevant corporate or programme management standards and policies. Performed by personnel who are independent of the Must be independent of the Project Manager, Project project (i.e. not a member of the project management Support, Team Managers and Project Teams. team). Responsibility of the corporate or programme Responsibility of the Project Board, therefore undertaken management organisation, therefore external to the within the project. project. Quality assurance would look for (or require) effective Quality assurance as a corporate or programme management function could be used by the Project Board Project Assurance as one of the indicators that the project as part of its Project Assurance regime (for example, having is being conducted. quality assurance perform a peer review). Provide assurance to the project’s stakeholders that the project is being conducted appropriately.

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PRINCE2® Approach to Quality The image here illustrates how quality management is carried out in a project.

Figure 6.1 The quality audit trail. Copyright © AXELOS Limited 2013. Material is reproduced under licence from AXELOS. All rights reserved.

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Quality Planning The aim of quality planning is to ensure that there is an agreement with the Project Board on the overall quality expectations and the products required with their quality criteria. It is undertaken at

project level. Quality planning includes activities for:

9

●

defining products of the project with their respective quality criteria and quality methods.

●

defining efforts required for quality control.

●

defining efforts required for product acceptance.

●

defining responsibilities associated with Quality.

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Quality Planning (contd.) The step by step approach of achieving quality is as follows:

Understand customer’s quality expectations

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Define the project’s acceptance criteria

Document customer’s quality expectations, project’s acceptance criteria

Define a Quality Management Strategy

Write Product Descriptions

Set up the Quality Register

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Customer’s Quality Expectations The customer’s quality expectations are a statement about the quality expected from the project product. Customer’s quality expectations

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●

The customer quality expectations are defined and agreed early in the Starting up a Project process.

●

They are captured in discussions with the customer and then refined for inclusion in the Project Product Description.

●

They should be reviewed at the end of each management stage.

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Customer’s Quality Expectations—Considerations The considerations that are taken into account for customer’s quality expectations are as follows: ●

The characteristics of the key quality requirements (for example: fast/slow, large/small,

national/global).

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The elements of the customer’s quality management system that should be used.

●

Any other standards that should be used.

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Acceptance Criteria In the project’s acceptance criteria the following have to be ensured: ●

All criteria are measureable and individually realistic.

●

The criteria are compatible with each other as a set. For example, it will be unrealistic to conduct a project for making a luxury segment car and expect it to have a low cost of production.

●

All criteria can be proven within the project life, or by proxy measures that provide reasonable indicators as to whether acceptance criteria will be achieved post-project.

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Acceptance Criteria (contd.) Acceptance criteria: ●

The project’s acceptance criteria form a prioritised list of measurable definitions of the attributes

required for a set of products to be acceptable to key stakeholders. ●

Acceptance criteria should be prioritised as this helps if there has to be a trade-off between some criteria.

●

Once finalised in the Project Product Description, acceptance criteria are subject to change control and can only be changed with the approval of the Project Board.

Example of a prioritisation technique—MoSCoW: Each acceptance criterion is rated as either Must have, Should have, Could have or Won’t have. 14

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Project Product Description It assists in selecting the project approach, which in turn helps define the solution or method to be used to produce the product. It includes:

Includes

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Project Product Description (contd.) Created in the Starting up a Project process and if required can be refined during Initiating a Project process while creating Project Plan. ●

Useful to verify the project’s product in the Closing a Project process

●

Special form of Product Description

●

Component of project brief: o

Should be checked at stage boundaries

o

Should undergo formal change control

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For composition of Project Product Description please refer PRINCE2®Manual Appendix A. Copyright 2014, Simplilearn, All rights reserved.

Quality Management Strategy Prepared during Initiating a Project and approved by the Project Board. May require to be changed during the project‘s life. It describes: ●

How quality management systems will be applied to the project?

●

How quality standard, procedures, techniques and tools will be used?

●

How tailoring to the standards has been done?

●

How quality assurance will be performed?

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For composition of Quality Management Strategy please refer PRINCE2®Manual Appendix A. Copyright 2014, Simplilearn, All rights reserved.

Product Descriptions A final product of the project may consist of various components or specialist products. Product Descriptions include: Purpose

● ● ●

● ●

Quality criteria

Quality tolerances

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Need of the product Who needs the product Functionality of the product

●

Includes

Quality specification that product must meet Quality measurements applied by those inspecting the finished product

Range in the quality criteria within which the product would be acceptable

For composition of Product Descriptions please refer PRINCE2®Manual Appendix A. Copyright 2014, Simplilearn, All rights reserved.

Product Descriptions (contd.) Product Descriptions are not optional as they govern the product development, review and

approval. Product Descriptions also include the following:

●

Quality methods ●

Quality skills required

Quality responsibilities

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Specify the quality activities to be implemented during the development of a product Review and approval on completion

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An indication of the specialised skills required to undertake the quality methods

Should be identified to avoid any uncertainty in this respect

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Quality Method Quality activities that need to be performed during development, review and approval of the product. There are two types of quality methods, in-process and appraisal methods.

In-process methods

Quality built-into the products as they are produced. Example: As part of a project, a major construction company decides to use only ISI-certified switches and cables, for use in a residential complex, thereby ensuring that quality is built into the product (residential flat).

Appraisal methods

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Finished product checked against set criteria for completeness of the product.

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Appraisal Method Finished product is checked against set criteria for completeness of the product. There are two types of appraisal methods, they are the following:

Testing

When quality criteria are objective and quantifiable. Example: Amazon has commissioned a project for building its website for UK geography. Testing will be done on section of the website as well as the website as a whole before it goes live on the internet.

Quality inspection

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When quality criteria are subjective in nature. Example: As part of the beautification project of a lake undertaken by the local council, a survey will be done of the local residents during planning and after the new facilities are ready.

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Quality Responsibilities PRINCE2® specifies the roles and responsibilities for project management activities clearly. The methodology also describes the quality responsibilities in detail. They are: Producer A group or a person who develops the product.

Reviewer(s) Independent of producer, a group or person who evaluates whether product meets its requirements as defined in its Product Descriptions. Approver(s) A group or a person who approves a product as being complete and fit for the purpose.

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Example of Quality Responsibilities An example of quality responsibilities is given below:

In the project to implement several modules of ERP systems at Bombardier Capital, iWay Software implemented the Financial and Controlling (FICO) modules of SAP ERP Software (producer). PricewaterhouseCoopers were the reviewers for the project while the CIO and Director of ERP were the Approvers for the module (product).

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Quality Register The features of a Quality Register are as follows: ●

Maintains a record of actions planned and implemented for quality management.

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The records are updated with actual results for audit and assurance.

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Is created during Initiating a Project process.

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Is maintained all through the project against the set baseline.

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Is created and updated by Project Support.

●

Is approved by the Project Manager.

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For composition of Quality Register please refer PRINCE2® Manual Appendix A. Copyright 2014, Simplilearn, All rights reserved.

Example of Quality Register The table given below is an example of a Quality Register. Target Review Date

Actual Review Date

Target Approval Date

Result

Approver(s)

Actual Approval Date

Reviewer(s)

Producer

Quality Method

Product

Product ID

Quality Activity ID

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1

111

Test Plan

Inspection

All

Smith

Ram, Angela

14-Mar

20-Mar

21-Mar

20Mar

Pass

2

113

Genset

Performance Test

Dave

Oliver, Frank

John

20-Mar

20-Mar

27-Mar

NA

Fail

3

113

Genset

Maintenance Test

Desun

Dave, Oliver

James

23-Apr

23-Apr

27-Apr

27Apr

Pass

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

14

113

Genset

Performance Test

Rex

Paul, Amit

Smith

13-June

23-June

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Quality Control Quality control focuses on the operational techniques and activities used. Undertaken at the project level. It is used:

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To satisfy the quality criteria

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To identify the solutions for process improvements

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To handle and avoid failures

●

To focus on operational techniques and activities

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Quality Control (contd.) Quality control is about: ●

executing and tracking the quality

methods. ●

Quality Records

maintaining quality and approval records.

●

Quality Methods

gaining acceptance from the customer.

Quality Control

Approval Records

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Acceptance Records

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Quality Review Techniques The objectives of quality review technique are to: ●

assess the conformity of a product against set criteria.

●

involve stakeholders for wider acceptance of the product.

●

provide confirmation that the product is ready for approval.

●

baseline for change control process.

Quality review technique steps:

Review preparation

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Review meeting

Review follow-up

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Roles in Review Team A review team consists of Chair, Presenter, Reviewer and Administrator. Presenter Chair ●

Responsible for the overall conduct of the review

●

Represents the product’s producers and introduces the product for review

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Responsible for tracking the work after the review

Roles in Review Team Reviewer

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●

Reviews the product

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Raises questions

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Confirms corrections and/or improvements

Administrator ●

Administrative support

●

Records reviews, results and actions

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Review Preparation PRINCE2®defines the tasks for various roles that are needed to perform during review preparation.

Role Chair/Administrator

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Tasks Makes administrative arrangements

Chair

Checks if the product is ready for review

Chair

Ensures availability of reviewers

Presenter

Distributes copies of the product and its Product Description to reviewers

Reviewer

Reviews the product as per the Product Description

Reviewer

Submits questions to the chair and the presenter before the review

Chair

Collates the questions and sends to the presenter before the review

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Agenda of Review Meeting When organising a meeting at the work place the agenda should be sent in advance.

Personal introduction ●

● ●

By the Chair

Product introduction By the Presenter Brief summary of the product—who, why and what

Review Meeting Agenda

● ● ●

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Major questions By the Chair Each reviewer to raise questions Questions that are obvious with the product

● ● ● ●

Product ‘talk-through’ By the Presenter Takes the reviewers through the product in detail and addresses the question list Reviewers to agree on actions to be taken on it Administrator to record the action and responsibilities Copyright 2014, Simplilearn, All rights reserved.

Agenda of Review Meeting (contd.) The other agenda of a review meeting are as follows:

● ●

Read back actions By the Administrator Confirms the actions and responsibilities

● ●

Determine the review results By the chair Leads the reviewers to a collective decision o Complete o Conditionally complete o Incomplete

Review Meeting Agenda

Close the review ●

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By the Chair

●

Inform interested parties of the result By the Chair

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Review Follow-up The table here lists the follow-up actions of Review.

Roles

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Tasks

Presenter

Coordinates the actions

Reviewer

Signs-off individual actions

Chair

Signs-off product once the actions are complete

Administrator

Communicates the review outcome to relevant managers/support personnel

Administrator

Saves the review and quality records

Presenter

Requests approval for the product

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Revisiting the Quality Review Technique Quality review technique involves:

Review meeting agenda

Review preparation

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●

Administrative arrangements

●

●

Check the readiness of the product

Personal and product introduction

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Major questions

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Confirm availability of reviewers

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Product walk-through

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Produce a list of questions

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Record actions to be taken and by whom

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Record the review results

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Close the review

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Update the relevant parties

Review follow-up ●

Coordinate actions

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Sign off individual actions

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Sign off the product as complete

●

Communicate the quality review to managers

●

Maintain records

●

Request approval of the product

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Benefits of Quality Review Technique The quality review technique can yield substantial benefits, which are as follows:

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●

Stakeholders engagement

●

Leadership

●

Team building

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Developing individuals

●

Quality documentation

●

Quality culture

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Revisiting the Quality Review Roles The roles in quality review are as follows:

Reviewer

Chair

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●

Focuses on the product

●

Helps the Presenter maintain the pace of the review

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Ensures each reviewer gets the opportunity to speak

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Ensures that the reviewers contribute effectively

●

Manages time o Enough time given to each question o Not too much time is spent on a question

●

Gets a decision on each point

●

Reviews the product not the person

●

Introduces only major issues

Presenter ●

Raises issues if the follow-up action is not feasible in allowed tolerances

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Quality Records The Quality Records are maintained in the Quality Register. A Quality Record: ●

Includes references to the quality inspection documentation. For example: Test plan, defect statistics, metrics, etc.

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●

Supports the PRINCE2® principle of Learn from Experience.

●

Gives assurance that: o

planned quality activities have been carried out.

o

product has met its quality criteria defined in the Product Description.

o

audits have been conducted as per plan and that corrective actions have been taken.

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Approval and Acceptance Records The features of Approval and Acceptance Records are as follows:

Approval records

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Acceptance records

●

No specific format for approval of the product

●

Final approval of the project’s product

●

Can be an MOM, an email, a letter, a certificate stating that the product has been approved

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Required from one or more relevant users/customers/stakeholders

●

Concessions may be granted by Project Board

●

To manage faults

●

With follow-up actions or remedies

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Roles and Responsibilities in Quality Theme The table depicts the responsibilities of different roles in Quality theme.

Role

Responsibilities

Corporate or programme management

● ●

Provide details of the corporate or programme quality management system. Provide quality assurance.

Executive

● ● ●

Approve the Project Product Description. Approve the Quality Management Strategy. Confirm acceptance of the project product.

Senior User

● ● ● ● ●

Provide the customer’s quality expectations and acceptance criteria. Approve the Project Product Description. Approve the Quality Management Strategy. Provide resources to undertake user quality activities and product approval. Provide acceptance of the project product.

Text in box is from Managing Successful Projects with PRINCE2®. Copyright © AXELOS Limited 2013. Material is reproduced under licence from AXELOS. All rights reserved.

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Roles and Responsibilities in Quality Theme (contd.) The table depicts the responsibilities of different roles in Quality theme.

Role

Responsibilities

Senior Supplier

● ● ● ● ●

Approve the Project Product Description (if appropriate). Approve the Quality Management Strategy. Approve the quality methods, techniques and tools adopted in product development. Provide resources to undertake supplier quality activities. Approve Product Descriptions for key specialist products.

Project Manager

● ● ● ● ●

Document customer’s quality expectations and acceptance criteria. Prepare the Project Product Description (with users). Prepare the Quality Management Strategy. Prepare and maintain the Product Descriptions. Ensure that team managers implement the quality control measures agreed in Product Descriptions and Work Packages.

Text in box is from Managing Successful Projects with PRINCE2®. Copyright © AXELOS Limited 2013. Material is reproduced under licence from AXELOS. All rights reserved.

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Roles and Responsibilities in Quality Theme (contd.) The table depicts the responsibilities of different roles in Quality theme. Role

Responsibilities

Team Manager

● ● ● ●

Produce products consistent with Product Descriptions. Manage quality controls for the product concerned. Assemble quality records. Advise the Project Manager of product quality status.

Project Assurance

● ● ● ●

Advise the Project Manager on the Quality Management Strategy. Assist the Project Board and Project Manager by reviewing the Product Descriptions. Advise the Project Manager on suitable quality reviewers/approvers. Assure Project Board members on the implementation of the Quality Management Strategy.

Project Support

● ● ●

Provide administrative support for quality controls. Maintain the quality register and quality records. Assist team managers and members with the application of the project’s quality processes.

Text in box is from Managing Successful Projects with PRINCE2®. Copyright © AXELOS Limited 2013. Material is reproduced under licence from AXELOS. All rights reserved.

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Quiz

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QUIZ

If the Project Manager needs to know the results of a quality review, which document

1

will provide a summary together with the date of any follow‐up meeting? a.

Stage Plan

b. Issue Register

43

c.

Daily Log

d.

Quality Register

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QUIZ

If the Project Manager needs to know the results of a quality review, which document

1

will provide a summary together with the date of any follow‐up meeting? a.

Stage Plan

b. Issue Register c.

Daily Log

d.

Quality Register

Answer: d. Explanation: Quality Register maintains record of actions planned and done to ensure quality. 44

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QUIZ

Which of the following principles is central to the PRINCE2® approach to quality?

2

a.

Focus on products

b. Continued business justification

45

c.

Management by stages

d.

Management by exception

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QUIZ

Which of the following principles is central to the PRINCE2® approach to quality?

2

a.

Focus on products

b. Continued business justification c.

Management by stages

d.

Management by exception

Answer: a. Explanation: Quality theme is based on the principle focus on products.

46

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QUIZ

Which of the following ensures identification and definition of all the project’s product

3

in the Product Descriptions? a.

Project Assurance

b. Quality Assurance

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c.

Quality Planning

d.

Quality Control

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QUIZ

Which of the following ensures identification and definition of all the project’s product

3

in the Product Descriptions? a.

Project Assurance

b. Quality Assurance c.

Quality Planning

d.

Quality Control

Answer: c. Explanation: Quality planning ensures identification and definition of all the project’s product in the Product Descriptions. 48

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QUIZ

In PRINCE2®, which of the following is not a quality review team role?

4

a.

Reviewer

b. Presenter

49

c.

Chair

d.

Team Manager

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QUIZ

In PRINCE2®, which of the following is not a quality review team role?

4

a.

Reviewer

b. Presenter c.

Chair

d.

Team Manager

Answer: d. Explanation: The four review roles as per PRINCE2® are: reviewer, presenter, chair and administrator. 50

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QUIZ

Who among the following approves the Quality Management Strategy?

5

a.

Project Manager

b. Project Support

51

c.

Project Board

d.

Project Assurance

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QUIZ

Who among the following approves the Quality Management Strategy?

5

a.

Project Manager

b. Project Support c.

Project Board

d.

Project Assurance

Answer: c. Explanation: Project Board is responsible for overall quality of the project and the approval of Quality Management Strategy. 52

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QUIZ

In which of the following should the customer’s quality expectations be included?

6

a.

Quality Register

b. Project Product Description

53

c.

Quality Management Strategy

d.

Product Description

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QUIZ

In which of the following should the customer’s quality expectations be included?

6

a.

Quality Register

b. Project Product Description c.

Quality Management Strategy

d.

Product Description

Answer: b. Explanation: Project Product Description includes customer’s quality expectations, acceptance criteria, method and responsibilities for the overall project and project-level tolerances. 54

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QUIZ

Which of the following is not true about Project Assurance?

7

55

a.

Provide assurance to the project’s stakeholders that the project is being conducted appropriately

b.

Must be independent of the Project Manager, Project Support, Team Managers and Project Teams

c.

Responsibility of the Project Board, therefore undertaken from within the project

d.

Performed by personnel who are independent of the project (i.e. not a member of the project management team)

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QUIZ

Which of the following is not true about Project Assurance?

7

Provide assurance to the project’s stakeholders that the project is being conducted appropriately b. Must be independent of the Project Manager, Project Support, Team Managers and Project Teams c. Responsibility of the Project Board, therefore undertaken from within the project d. Performed by personnel who are independent of the project (i.e. not a member of the project management team)

a.

Answer: d. Explanation: Performed by personnel who are independent of the project (i.e. not a member of the project management team) is true about quality assurance and not Project Assurance. 56

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QUIZ

Which of the following is not true about Quality Assurance?

8

57

a.

Performed by personnel who are independent of the project (i.e. not a member of the project management team)

b.

Provide assurance to the project’s stakeholders that the project is being conducted appropriately

c.

Responsibility of the corporate or programme management organisation, therefore external to the project

d.

Quality Assurance would look for (or require) effective Project Assurance as one of the indicators that the project is being conducted

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QUIZ

Which of the following is not true about Quality Assurance?

8

Performed by personnel who are independent of the project (i.e. not a member of the project management team) b. Provide assurance to the project’s stakeholders that the project is being conducted appropriately c. Responsibility of the corporate or programme management organisation, therefore external to the project d. Quality Assurance would look for (or require) effective Project Assurance as one of the indicators that the project is being conducted a.

Answer: b. Explanation: Providing assurance to the project’s stakeholders that the project is being conducted appropriately and properly is true about Project Assurance and not Quality Assurance. 58

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QUIZ

Which role is responsible for distributing copies of the product and its Product

9

Description to reviewers? a.

Presenter

b. Reviewer

59

c.

Chair

d.

Administrator

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QUIZ

Which role is responsible for distributing copies of the product and its Product

9

Description to reviewers? a.

Presenter

b. Reviewer c.

Chair

d.

Administrator

Answer: a. Explanation: During review preparation activity, the presenter distributes copies of the product and its Product Description to reviewers. 60

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QUIZ

Which quality review role is responsible for submitting questions on a product?

10

a.

Presenter

b. Reviewer

61

c.

Chair

d.

Administrator

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QUIZ

Which quality review role is responsible for submitting questions on a product?

10

a.

Presenter

b. Reviewer c.

Chair

d.

Administrator

Answer: b. Explanation: Reviewer reviews the product, submits questions and confirms corrections and/or improvements. 62

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Summary Here is a quick recap of what we have learnt in this lesson:

●

The purpose of Quality is to define and implement the means by which the project will create and verify products that are fit for purpose

●

The aim of quality planning is to ensure that there is an agreement with the Project Board on the overall quality expectations and the products required with their quality criteria

●

The customer’s quality expectations are a statement about the quality expected from the project product

63

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Thank You

Based on AXELOS PRINCE2® material. Material is reproduced under licence from AXELOS Limited. All rights reserved. PRINCE2® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. AXELOS® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under the permission of AXELOS Limited. All rights reserved.

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References [1] Based on Managing Successful Projects with PRINCE2®, by AXELOS. Quality, Purpose. [2] Based on Managing Successful Projects with PRINCE2®, by AXELOS. Quality, Quality.

[3] Based on Managing Successful Projects with PRINCE2®, by AXELOS. Quality, Quality management and quality management systems. [4] Based on Managing Successful Projects with PRINCE2®, by AXELOS. Quality, Quality planning. [5] Based on Managing Successful Projects with PRINCE2®, by AXELOS. Quality, Quality control. [6] Based on Managing Successful Projects with PRINCE2®, by AXELOS. Quality, Quality assurance.

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