Quality Management in PMP [Exam Notes]

	Key Points	Example
Purpose	Ensure outputs fit purpose and prevent defects.	Client demands LEED Gold + 0.01 mm façade tolerance.
Activities	Plan Quality → Manage Quality (QA) → Control Quality (QC)	QA: Audit supplier QA plans; QC: 10 % welds ultrasonic‑tested.
Tools/Concepts	PDCA, Cost of Quality, Cause‑and‑Effect, Control Charts, Benchmarking, Design for X
Artefacts	Quality Mgmt Plan, Metrics, Test Reports, Verified Deliverables

Seven Basic Quality Tools

Name	Purpose
Cause-and-Effect Diagram	Identify root causes of problems
Flowchart	Visualize processes to spot bottlenecks
Check Sheet	Collect data in real time
Pareto Diagram	Prioritize problems (80/20 rule)
Histogram	Understand frequency distribution
Control Chart	Monitor stability of a process
Scatter Diagram	Show correlation between variables

Cause-and-Effect Diagram

(AKA Ishikawa or Fishbone Diagram)

Identify root causes of defects, problems, or failures in a process.

Components:

Main "bones" represent categories:

• Methods

• Machines

• Materials

• Manpower

• Measurements

• Environment

  
  

Example (Hotel Construction):

Issue: “Uneven floor tiles in guest rooms”Fishbone reveals causes like:

• Materials: Wrong batch of tile glue

• Manpower: Inexperienced labor

• Method: Incorrect curing time

  
  

Flowchart

(AKA Process Map)

Visualize steps in a process, highlighting:

• Decision points

• Loops

• Rework areas

• Inefficiencies

Usage:

• Define standard processes

• Spot redundant or error-prone steps

  
  

Example:

A flowchart of the MEP inspection process reveals delays between "Inspection Request" → "Engineer Visit" → "Snag Rectification" → "Approval".

Check Sheet

Simple data-gathering tool for tallying defects or events in real time.

Format:

A table with categories and checkboxes/tallies

Defect Type	Tally
Paint Bubbles
Cracked Tiles
Door Misaligned

Example:

QA officer inspects 20 rooms and logs common issues using a check sheet during the final phase.

Pareto Diagram

Apply Pareto Principle (80/20 rule): 80% of problems stem from 20% of causes.

Features:

• Vertical bars (sorted by frequency)

• Cumulative % line (helps prioritize)

  
  

Example:

Most room handover delays are caused by:

• MEP testing failures (40%)

• Door alignment issues (25%)

• HVAC startup problems (20%)

Fixing the top 2 solves 65% of defects.

Histogram

Shows distribution of data over intervals (like a bar chart but with continuous data).

Uses:

• Identify trends

• Detect abnormal variations

  
  

Example:

Plot door-to-door room temperature readings:Histogram shows most rooms are within 22–24°C, but 5 rooms show ≥28°C—indicating a HVAC zone problem.

Control Chart

Track process stability over time and detect out-of-control conditions.

Elements:

• Upper Control Limit (UCL)

• Lower Control Limit (LCL)

• Centerline (CL)

  
  

Rules for Out-of-Control:

• 1 point outside UCL/LCL

• 7 consecutive points on one side of CL

  
  

Project Quality Management Processes

Process Name	Process Group	Key Focus
Plan Quality Management	Planning	Define quality standards and how to meet them
Manage Quality (Quality Assurance)	Executing	Audit and ensure quality processes are followed
Control Quality (Quality Control)	Monitoring & Controlling	Measure results to ensure outputs meet standards

Plan Quality Management

To identify quality requirements and standards for the project and deliverables, and document how to demonstrate compliance.

Inputs:

• Project charter

• Project management plan

• Stakeholder register

• Requirements documentation

• Enterprise Environmental Factors (EEFs)

• Organizational Process Assets (OPAs)

Tools & Techniques:

• Cost of Quality (CoQ)

• Benchmarking

• Design of Experiments

• Cause-and-Effect diagrams

• Flowcharts

• Meetings

Outputs:

• Quality Management Plan

• Quality metrics

• Process improvement plan

• Updates to project documents

  
  

Example:

In a hotel project, define acceptable standards for wall finishes (e.g., smoothness tolerance), HVAC noise levels, and guestroom air quality. Plan how to inspect and verify these during execution.

Manage Quality (Quality Assurance)

To apply the quality plan during project execution to ensure processes (not just deliverables) are being followed and improved. Also called "Quality Assurance".

Inputs:

• Quality management plan

• Quality metrics

• Project documents (e.g., issue log)

• Work performance data

Tools & Techniques:

• Quality audits

• Process analysis

• Root cause analysis

• Design for X (DfX)

• Affinity diagrams

• Interrelationship diagrams

Outputs:

• Quality reports

• Change requests

• Updates to quality management and project management plans

  
  

Example:

During MEP installation, audit subcontractors' procedures to confirm that they follow the approved method statements. If gaps are found, issue a corrective action and update the process documentation.

Control Quality

To monitor and measure deliverables to verify that they meet the defined quality standards (i.e., actual inspection).

Inputs:

• Quality management plan

• Quality metrics

• Deliverables

• Work performance data

• Approved change requests

Tools & Techniques:

• Inspection

• Control charts

• Check sheets

• Statistical sampling

• Cause-and-effect diagrams

• Approved change requests review

Outputs:

• Quality control measurements

• Verified deliverables

• Change requests

• Updates to project and quality plans

  
  

Example:

You inspect 10% of the completed guest bathrooms. If 3 out of 20 have alignment issues with wall tiles, you issue a non-conformance report and reject those rooms for rework before handover.