Quality management form

Project Quality
Management Process©
For [Project Name]
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Project Quality Management Process
1 Introduction
The Project Quality Management Process is followed during the Execution phase of the
Project Management Life Cycle as each deliverable is completed, prior to customer sign-off.
What is a Quality Management Process?
A Quality Management Process is a method by which the quality of deliverables and
processes is assured and controlled during the project. This process entails completing a
variety of review techniques and implementing a set of corrective actions to address any
deficiencies and raise the quality levels within the project.
The Quality Management Process involves:
• Listing the quality targets to achieve (from the Quality Review Form)
• Identifying the types of quality measurement techniques to be undertaken
• Measuring deliverable and process quality (via Quality Assurance and Quality
Control)
• Taking action to enhance the level of deliverable and process quality
• Reporting the level of quality attained to project management
When to use a Quality Management Process
Although Quality Assurance methods may be initiated prior to the Execution phase, Quality
Control techniques are implemented during the actual construction of each physical
deliverable. Without a formal Quality Management Process in place, the basic premise of
delivering the project to meet ‘time, cost and quality’ targets may be compromised.©
The Quality Management Process is terminated only when all of the deliverables and
management processes have been completed and approved prior to project closure.
1.1 Instructions
Not all sections in this document will apply due to the uniqueness of each project.If a
particular section is not applicable; enter NA (Not Applicable) to indicate that you have at
least considered this section.
Under Contact Information, the Sponsor, Authorized By, and Contact can be the same or
different individuals.
All tables and boxes are expandable. Add rows when it is necessary to include additional
information.
Definitions of project management and technology terms are presented in the On-line
Project Management Glossary
Project Quality Management Process Template, version 1.0 (03.13.12) ii

1.2 Contact Information
Date Submitted: Click here to enter a
date.
Prepared By: Click here to enter text.
Sponsor: Click here to enter text. Sponsoring Entity: Click here to enter text.
Authorized By**: Click here to enter text. Contact: Click here to enter text.
Contact Phone No.: Click here to enter text. Contact Email: Click here to enter text.
PAS number: Click here to enter text.
1.3 Document Information
Document History
Version Issue Date Changes
[1.0] [Date] [Section, Page(s) and Text Revised]
1.4 Submit Questions and Acceptance documents to:
wvot.epmo@wv.gov
Project Quality Management Process Template, version 1.0 (03.13.12) iii

Table of Contents
1 INTRODUCTION ........................................................................................ II
1.1 INSTRUCTIONS..................................................................................................................................................II
1.2 CONTACT INFORMATION ..................................................................................................................................III
1.3 DOCUMENT INFORMATION
.............................................................................................................................................................................III
1.4 SUBMIT QUESTIONS AND ACCEPTANCE DOCUMENTS TO:...................................................................................III
2 QUALITY PROCESS................................................................................... 2
2.1 OVERVIEW.......................................................................................................................................................2
2.2 ESTABLISH QUALITY CRITERIA AND STANDARDS................................................................................................4
Identify Quality Targets..................................................................................................................................4
Identify How to Measure & Assure Quality....................................................................................................4
2.3 MEASURE QUALITY OF DELIVERABLE .............................................................................................................5
2.3.1 Perform Quality Assurance....................................................................................................................5
2.3.2 Undertake Quality Control.....................................................................................................................5
2.4 ENHANCE QUALITY ACHIEVED...........................................................................................................................5
Undertake Quality Improvement Actions.......................................................................................................6
Report Level of Quality Achieved..................................................................................................................6
3 QUALITY MANAGEMENT ROLES ...................................................................6
3.1 QUALITY MANAGER..........................................................................................................................................6
3.2 QUALITY REVIEWER.........................................................................................................................................7
4 QUALITY MANAGEMENT DOCUMENTS............................................................7
4.1 QUALITY REVIEW FORM....................................................................................................................................7
4.2 PROJECT CLOSURE REPORT............................................................................................................................7
Project Quality Management Process Template, version 1.0 (03.13.12) iv

2 Quality Process
2.1 Overview
The Quality Management Process is undertaken to ensure that the Quality Targets
identified within the Quality Review Form are achieved by applying clearly defined
Quality Assurance and Quality Control techniques. Quality Management will be
introduced to this project through the implementation of three key processes; Establish
Quality Criteria and Standards, Measure Quality of Deliverable, and Enhance Quality
Achieved.
The following diagram describes the roles and process to be followed to assure and
control the quality of deliverables and processes within the project.
Project Quality Management Process Template, version 1.0 (03.13.12) 2

2.2 Establish Quality Criteria and Standards
To ensure quality deliverables and successful project outcomes, it is necessary to clearly
define and communicate the quality targets (objectives) and methods (approaches) to
the project team.
Identify Quality Targets
Quality targets will vary by an organization’s mission and strategy. Quality targets should
be measureable, meet product requirements, and agreed upon by the customer. The
following is a sample from the Quality Review Form, which will illustrate the need to
specify quality objectives clearly and concisely:
Quality Target
Project
Requirement
Project Deliverable Quality Criteria Quality Standards
Example: New
financial
management
solution with
accounts
receivable and
payables
processes
Example:
Implementation of
Oracle Financials
General Ledger (GL),
Accounts Payable (AP)
and Accounts
Receivable (AR) system
modules
System functionality
GL tested/installed
AP tested/installed
AR tested/installed
System functionality
GL operational, no
errors
AP operational, no
errors
AR operational, no
errors
Identify How to Measure & Assure Quality
Since an organization’s mission and objectives may be too abstract, it is necessary to
develop a set of tools to translate into these higher level concepts into something
measureable and well defined.
Specific measurement criteria will need to be outlined as indicators of success or failure
of a project deliverable or process. Quantitative data such as error rates, revenues, and
key performance indicators are examples of metrics that will control the quality of
deliverables and processes within a project. These criteria will need to be captured on
the Quality Review form.

2.3 Measure Quality of Deliverable
This activity refers to the process of performing quality assurance and quality control
activities to assess the actual level of quality of each deliverable and process undertaken
within the project.
2.3.1 Perform Quality Assurance
Quality Assurance is defined as “the preventative steps taken to increase the likelihood
of delivering a deliverable and achieving the quality targets set”. Quality Assurance
techniques are often undertaken at a summarized level of the project by an external
project resource. Quality assurance activities can be performed by internal project
resources or external third parties. Examples include:
• Process checklists and project audits
• Referencing historical data to understand areas where quality issues are likely to
occur
• Reiterating the quality standards to be met to clarify the level of quality required
• Recruiting skilled staff to produce the deliverables and undertake the processes
• Undertaking Quality Reviews to provide confidence that the project is on-track
• Performing formal Change Control to minimize the likely number of quality issues©
2.3.2 Undertake Quality Control
Quality Control is defined as “the curative steps taken to identify the quality of the actual
deliverable delivered and eliminate any variances from the quality targets set”. To
simplify, quality control is used to verify that the deliverables are of acceptable quality
and that they are complete and correct. Quality Control techniques are often undertaken
at a detailed level of the project by an internal project resource. Examples include:
• Peer Reviews
• Deliverable Reviews
• Documentation Reviews
• Stage-Gate Reviews
• Process Reviews©
2.4 Enhance Quality Achieved
After the actual level of quality has been established (through Quality Assurance and
Control), the deliverables produced should be should be compared to the quality
standards that have been established and quality improvement actions should be
implemented as necessary. The level of quality achieved and the preventative or
corrective actions undertaken should be communicated to the Project Manager for
consideration and the project plan adjusted accordingly if applicable.

Quality Achieved
Quality
Level
Quality
Deviation
Improvement Recommendation
L M H
x
Critical errors
experienced
during install
Reinstall GL system to remove critical errors
x
Implementation
is only partially
complete
Complete system implementation
x
No deviation
from quality
standard
No further action required
Undertake Quality Improvement Actions
The results from Quality Assurance and Control activities should be assessed to
determine the actual quality achieved. If the quality achieved does not meet the
established quality standards, then quality improvement actions should be implemented.
This process should continue until the quality of the deliverables and processes meet the
quality standards initially defined.
Report Level of Quality Achieved
Regardless of the quality outcome, it will be necessary to report the level of quality
attained to the Project Manager for consideration. The Project Manager will need to
understand the current level of quality of each deliverable and process and record the
Quality Improvement Actions within the project plan.
3 Quality Management Roles
The following resources are typically involved with quality management on a project:
3.1 Quality Manager
Quality Managers ensure that the project produces a set of deliverables which attain a
specified level of quality as agreed upon with the customer. A Project Manager can
perform these activities in lieu of a Quality Manager, depending on the size and scope of
the project.

The Quality Manager is formally responsible for:
• Ensuring that Quality Targets are defined for each deliverable
• Implementing Quality Assurance techniques to assure the quality of the
deliverables to be produced by the project
• Implementing Quality Control techniques to control the quality of the deliverables
actually produced by the project
• Identifying quality deviations and improvement actions for implementation
• Recording the level of quality achieved within the Deliverables Register
• Reporting the quality status to the Project Manager.©
3.2 Quality Reviewer
The Quality Reviewer identifies the actual level of quality associated with the
deliverables produced and notifies the Quality Manager of any variations from the quality
targets set. A Quality Reviewer may be internal to the project (implementing Quality
Control) or external to the project (implementing Quality Assurance). A Project Manager
can perform these activities in lieu of a Quality Manager, depending on the size and
scope of the project.
The Quality Reviewer is responsible for:
• Reviewing the quality of deliverables produced and management processes
undertaken
• Reporting to the Quality Manager (or Project Manager) the level of quality
attained
• Escalating any quality issues identified between regular reporting periods for
immediate action by the Quality Manager (or Project Manager)©
4 Quality Management Documents
This section lists any other documentation used to assure and control the quality of
deliverables and management processes within the project.
4.1 Quality Review Form
The Project Quality Review Form is used to conduct a formal Quality Review of the
deliverables and processes within the project. This form is used to assess the level of
quality of the management processes being undertaken to deliver the required
deliverables. Process Reviews should be undertaken on a regular basis (e.g. weekly,
monthly) in a standard, repeatable fashion. The procedures within each management
process should be reviewed and the impact of any deviation from the required
procedures should be noted and acted on immediately.
4.2 Project Closure Report
The Project Closure report formalizes the closure of the project. It provides confirmation
that the quality criteria for the project deliverables have been met and requests approval
from the Project Sponsor to formally close the project.

Quality management form

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