Home 计算机科学 Master of Software Engineering ITMM 571. Project Management

# Quality Defined

The degree to which a set of inherent characteristics fulfills requirements. (PMBOK, p. 718)
一组固有特性满足要求的程度。

Juran defined quality as “fitness for use”
Juran 将质量定义为 “适合使用”

What Is Quality?

# Juran’s use of the Pareto principle 朱兰对帕累托原理的使用

Juran would apply the Pareto principle to quality issues (for example, 80% of a problem is caused by 20% of the causes). This is also known as "the vital few”
Juran 将帕累托原理应用于质量问题（例如，问题的 80％是由 20％的原因引起的）。这也被称为 “重要的少数”。

# Deming’s’ 14 points on quality 戴明的质量得分 14 分

  1. Create constancy of purpose for improving products and services.
    保持目标不变，以改善产品和服务。
  2. Adopt the new philosophy.
    采用新的理念。
  3. Cease dependence on inspection to achieve quality.
    不再依赖检查来达到质量。
  4. End the practice of awarding business on price alone; instead, minimize total cost by working with a single supplier.
    停止仅凭价格奖励业务的做法；相反，与单个供应商合作可将总成本降至最低。
  5. Improve constantly and forever every process for planning, production and service.
    持续不断地改善计划，生产和服务的每个流程。
  6. Institute training on the job.
    在职培训学院。
  7. Adopt and institute leadership.
    采纳并建立领导力。
  8. Drive out fear.
    消除恐惧。
  9. Break down barriers between staff areas.
    打破员工区域之间的障碍。
  10. Eliminate slogans, exhortations and targets for the workforce.
    消除员工口号，劝告和目标。
  11. Eliminate numerical quotas for the workforce and numerical goals for management.
    消除劳动力的数字配额和管理的数字目标。
  12. Remove barriers that rob people of pride of workmanship, and eliminate the annual rating or merit system.
    消除阻碍人们以做工为荣的障碍，并消除年度评级或绩效制度。
  13. Institute a vigorous program of education and self-improvement for everyone.
    为每个人制定一个有力的教育和自我完善计划。
  14. Put everybody in the company to work accomplishing the transformation.
    让每个人都在公司中工作以完成转型。

# 3 ways to set quality targets 设置质量目标的 3 种方法

  • Customer focus
    以客户为中心

  • Measures
    措施

    • Statistical process control
      统计过程控制
    • Benchmarking
      标杆管理
    • Quality tools
      优质工具

  • People
    人们

    • Quality is built in
      质量是内在的
    • Quality is expected, NOT inspected
      期望的质量，未经检查
    • Employees are empowered
      赋予员工权力

  • Processes
    工艺流程

    • Continual improvement
      持续改进
    • “Good enough” is never enough
      “足够好” 永远是不够的

# “fitness of use” includes these involved stakeholders “使用的适应性” 包括这些参与的利益相关者

  • The various department functions, e.g. product development, purchasing, manufacture, inspection, sales, customer service, and various support functions
    部门的各种职能，例如产品开发，采购，制造，检验，销售，客户服务以及各种支持职能
  • The various levels of management, from top executives through supervisors
    从高层管理人员到主管的不同级别的管理
  • The various staff specialties associated with policies, objectives, planning, organizing, & improving & controlling quality
    与政策，目标，计划，组织以及改善和控制质量相关的各种员工专业
  • Practitioners in a variety of industries & processes
    各行各业的从业者

# More definitions of quality from Juran

  • Quality consists of those product features which meet the needs of customers and thereby provide satisfaction
    质量包括满足客户需求的产品功能，从而提供满意的服务

  • Quality consists of freedom from deficiencies
    质量包括无缺陷

# Product is .. 产品就是

the Output of any process like software
任何过程的输出，例如软件

# Product feature… 产品功能

A property which is possessed by a product and which is intended to meet certain customer’s needs.
产品拥有的旨在满足某些客户需求的性能。

# Customers 客户

External Customers 外部客户
Not members of the company producing the product or service
不是生产产品或服务的公司成员
Internal Customers 内部客户
when organizations supply goods or services to others within the same company
组织向同一公司内的其他人提供商品或服务时
Users 用户
Customers who used the product as an input to their processes, merchants who resell the product, and customers who carry out the ultimate use of the product.
使用产品作为流程输入的客户，转售产品的商人以及进行产品最终使用的客户。

# Product Satisfaction… 产品满意度

  • Product features which do respond to customers needs are said to provide “product satisfaction.”
    确实能够满足客户需求的产品功能可以提供 “产品满意度”。

  • Better product satisfaction can improve market share!
    更好的产品满意度可以提高市场份额！

# Conformance to specification and standards 符合规格和标准

  • Meeting customer needs
    满足客户需求
  • Freedom from deficiencies
    摆脱缺陷

# Product Deficiency… 产品缺陷

Late deliveries, field failure of goods, scrap or rework and design changes.
延迟交货，商品现场故障，报废或返工以及设计变更。

# Product dissatisfaction… 产品不满意

This is the result of product deficiencies.
这是产品缺陷的结果。

# Quality Management 质量管理

PMBOK 6th ed. p. 271 - 306

includes the processes for incorporating the organization’s quality policy regarding planning, managing, and controlling project and product quality requirements in order to meet stakeholder’s objectives
包括用于合并组织关于计划，管理和控制项目和产品质量要求的质量策略的过程，以实现利益相关者的目标。

p. 273
“Overworking the project team may result in decreased profits and increased levels or overall project risks, employee attrition, errors and rework.”
“项目团队工作过度可能会导致利润下降，水平上升或项目总体风险，员工流失，错误和返工。”

“Rushing … quality inspections may result in undetected errors, decreased profits, and increased post implementation risks”
“匆忙…… 质量检查可能会导致无法发现的错误，利润减​​少以及实施后风险增加”

# Grade defined … 等级定义

  • “category assigned to deliverables having the same functional use but different technical characteristics.”
    “分配给具有相同功能用途但技术特征不同的可交付成果的类别。”
  • Grade is NOT a ranking of quality
    等级不是质量等级
  • Failure to meet quality expectations is always a problem/low grade may not be a problem
    未能达到质量期望始终是一个问题 / 低分数可能不是问题

# A main idea of quality 质量的主要思想

“Prevention is preferred over inspection!”
“预防胜于检查！”

“It generally costs much less to correct mistakes before” the product goes into production.
产品投产前，“纠正错误的成本通常要低得多”。

Usually it is the most expensive to…
Have defects found in production.
通常，这是最昂贵的…… 在生产中发现缺陷。

It is a central idea of quality that is cheaper and most effective to …
Identify and correct defects in the process!
便宜是最有效的质量核心理念
识别并纠正过程中的缺陷！

# Cost of quality 质量成本

“all costs incurred over the life of the product by investing in preventing” defects
“通过投资于预防而在产品寿命期内产生的所有成本”

Costs of quality per Google
每个 Google 的质量成本

  • Quality planning.
    质量 计划。
  • Supplier evaluation.
    供应商评估。
  • New product review.
    新产品评论。
  • Error proofing.
    错误改正。
  • Capability evaluations.
    能力评估。
  • Quality improvement team meetings.
    质量 改进小组会议。
  • Quality improvement projects.
    质量 改进项目。
  • Quality education and training.
    素质 教育和培训。

Customer satisfaction through looking at fitness of use.
通过查看使用适应性来提高客户满意度。

Quality is a management responsibility though providing resources
通过提供资源，质量是管理的责任
Mutual beneficial partnership with suppliers
与供应商互惠互利的伙伴关系

# Define Measure Analyze Improve Control (DMAIC) 定义度量分析改进控制

# Tailoring considerations 裁剪注意事项

  • Pre-existing quality policies
    既有的质量政策
  • Industry standards
    行业标准
  • Continuous improvement
    连续的提高
  • Stakeholder engagement
    利益相关者参与

# How to meet your quality targets 如何达到质量目标

# Plan Quality Management Plan 计划质量管理计划

The process of identifying quality requirements and/or standards for the project and its deliverables, and documenting how the project will demonstrate compliance with quality requirements and/or standards.
识别项目及其可交付成果的质量要求和 / 或标准，并记录该项目将如何证明符合质量要求和 / 或标准的过程。

The value is that it provides guidance and direction on how quality will be managed and verified throughout the project.
其价值在于，它为整个项目中如何管理和验证质量提供了指导和方向。

# Costs of Quality 质量成本

  • Prevention costs
    预防费用
  • Appraisal costs ( to ensure that their products and services meet customer expectations and regulatory requirements.)
    评估成本（以确保其产品和服务满足客户的期望和法规要求。）
  • Failure costs
    失败成本

# Cost of conformance:$ spent to avoid failures 一致性成本：为避免故障花费的美元

  • Prevention costs
    预防费用
    • Training
      训练
    • Equipment
      设备
    • Time to do it right the first time
      是时候第一次做对了
  • Appraisal Costs
    评估费用
    • Testing
      测验
    • Inspections
      视察

# Cost of nonconformance: $ spent because of failures 不符合项的成本：因故障而花费的美元

  • Internal failure costs
    内部故障成本
    • Rework
      重工
    • Scrap
      废料
  • External Failure Costs
    外部故障成本
    • Liabilities
      负债
    • Warranty work
      保修工作
    • Lost business
      生意失败
    • Damage or death to humans
      对人类的伤害或死亡

# Data representation 数据表示

Flowcharts
流程图

Mind mapping
思维导图

# Manage Quality 管理质量

The process of translating the quality management plan into executable activities…
将质量管理计划转换为可执行活动的过程…

The values of this process are that it increases the probability of meeting the (project’s) quality objectives as well as identifying ineffective processes and causes of poor quality.
此过程的价值在于，它增加了达到（项目的）质量目标以及确定无效的过程和质量低下的原因的可能性。

# Quality Metrics 质量指标

A description of a project or product and how to measure it.
项目或产品的描述以及如何衡量。

Metrics are meaningless without context; we give context to metrics by applying SMART goals to them
没有环境，指标就毫无意义。我们通过将 SMART 目标应用于指标来为它们提供环境

# What's and how to use a SIPOC Diagram 什么是以及如何使用 SIPOC 图

# Quality Checklists 质量检查表

A structured tool used to verify that a set of steps has been performed.
用于验证是否已执行一组步骤的结构化工具。
Pilots use these all the time – pre-flight checklist
飞行员一直在使用这些–飞行前检查清单

# 8 Basic Quality Tools 8 种基本质量工具

  1. Cause and effect diagrams
    因果图
  2. Flowcharts
    流程图
  3. Check lists
    检查清单
  4. Pareto Diagrams
    帕累托图
  5. Control charts
    控制图
  6. Scatter diagrams
    散点图
  7. 5 Whys
    5 个为什么

# Cause and Effect Diagrams 因果图

Ishikawa or fishbone 石川或鱼骨

# Flowcharting 流程图

# Pareto Chart 帕累托图

# Control Charts 控制图

# Creating a Scatter Diagram (regression analysis) 创建散点图（回归分析）

# 5 Whys

Y ➡️ Y ➡️ Y ➡️ Y ➡️ Y

# Example of a Needs Analysis Chart 需求分析图示例


# Benchmarking the Project 标杆项目

  • Comparing two systems
    比较两个系统
    • Technology
      技术
    • Materials
      材料
    • Projects
      专案

# Steps to problem solving 解决问题的步骤

  • Define the problem
    定义问题
  • Identify the root cause
    找出根本原因
  • Generate possible solutions
    产生可能的解决方案
  • Choose the best solution
    选择最佳解决方案
  • Implement the solution
    实施解决方案
  • Verify solution effectiveness
    验证解决方案的有效性

# Quality Control 质量控制

Monitoring and controlling and recording results of executing quality management activities in order to assess performance and ensure the project outputs are complete, correct, and meet customer expectations.
监视和控制并记录执行质量管理活动的结果，以评估绩效并确保项目输出完整，正确并满足客户期望。

The value is verifying that product deliverables and work meet requirements
价值正在验证产品可交付成果和工作是否符合要求

# Data gathering 数据收集

# check sheets 检查表

Defect/date5/15/25/3total
Python bug1236
Bad HTML0000
Javascript Bug45110
Angular Bug1001

# Statistical sampling 统计抽样

Statistically selecting a correct sampling size, and only testing that many units
统计选择正确的抽样数量，并且仅测试那么多单位