The project manager implements the quality control and
quality assurance activities outlined in the Quality Management
Plan.
Ultimately, quality control and quality assurance activities
make sure that the customer’s expectations and requirements
are met.
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What to do
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How to do
it
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1
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Perform quality control and quality assurance
activities as defined in the Quality Management Plan
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Make sure quality control and quality assurance
activities are included in the project schedule per
the frequency/intervals specified in the Quality
Management Plan.
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2
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Document quality problems or symptoms
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Communicate in clear terms that everyone can understand.
Explain the impact of the quality problem.
Examples of quality control (product) problems:
- Reports and on-line displays do not tie out and
balance
- Standard template was not used for the project
charter
Examples of quality assurance (process) problems:
- Issue resolution was not completed within 5 business
day target
- Peer reviews of deliverables did not
discover significant problems
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3
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Identify root causes of problems, not symptoms
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Do a root cause analysis by asking a series of
“why” questions:
- Ask “why” a problem exists.
- Come up with one or more causes and, for each
cause, ask “why” again. If the question can be
answered again, then the first answer is probably
a symptom brought on by the more fundamental
cause.
- Continue to ask “why” for each answer until
you can no longer generate a reason.
- The lowest level is likely to be a root cause
and is what generated the observed symptoms.
- More than one root cause may be discovered
through this analysis.
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4
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Identify alternative solutions to problems and
impacts of each solution to the project
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Focus on any impacts related to the project schedule
or project budget.
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5
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Select the best alternative
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Work with the appropriate people based on the
nature of the problem – the project sponsor, customer,
project team – to select the best alternative.
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6
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Create and implement an action plan
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Create an action plan to address the quality problem
and implement the solution.
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7
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Validate that quality has improved as expected
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If quality improves as expected, continue to monitor.
If not, then take further corrective action.
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8
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Log, track, and monitor problems to bring them
to resolution
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Use the project’s Quality Assurance and Quality
Control Problem Tracking process.
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9
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Report quality problems in project status report
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Determine if the identified problems have a major
impact on the project deliverables, budget or timeline
and include these problems in the project status
report.
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10
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Update the Quality Management Plan
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Make regular adjustments to the Quality Management
Plan so it remains current and effective.
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