Tutorial Week 7

ITECH 3213-5213 Introduction to IT Project

Management

Topic
Project Quality Management

Short Answer Questions

1. What is project quality management? Describe the major processes, and give an example for each
explaining how it is applied?
A= the project quality management is that projects will satisfied the needs for which it was taken.
1] Plan quality management: process of identifying quality requirements and/or standards for project
and its deliverables and documenting how compliance and requirements will be met.
Example: UB has ISO 9000 standardize
2] Perform quality management: process of auditing quality requirements and results from quality
control measurements to ensure standards and operational definitions are used.
Example:
3] Control quality management: process of monitoring and recording results of executing quality
activities to assess performance and recommend changes
Example:
2. Outline the purpose of the following control quality tools / techniques, providing examples of when you would
use each in an IT project: Pareto diagram, statistical sampling, quality control charts, and testing.
A=
1] Pareto diagram: Pareto diagrams help to identify the problems in Ares
2] Statistical sampling: Limited number of observations selected from a population on
a systematic or random basis.
3] Quality control charts: Statistical toll used in quality control to analyse and
understand process variables, determine process capabilities, and to monitor effects of the variables on
the difference between target and actual performance.
4] Testing: Examination, evaluation, observation, or trial used (under actual or simulated environmental
or operating conditions) to determine and document

3. Complete table 1 below and prepare a Pareto cart using chart 1 based on the information in table 1. List the
most frequent customer problems first. (See Schwalbe, 2014)
Table 1:
Frequency /

% of Total

Cumulative

Customer complaints
Customer is on hold too long

CRICOS Provider No. 00103D

07 tutorial.doc

week
90

Page 1 of 4

5
4
3
2
1
0

Tutorial
Week
76
2
4
5

ITECH 3213-5213 Introduction todice

IT Project
roll sum
Management
Customer gets transferred to wrong area or cut off
cannot answer customers questions
120
follow6through as promised
40
Total complaints

20

10

11

12

Service rep
Service rep does not

Chart 1:
7

4. To illustrate a normal distribution, shake and roll a pair of dice 30 times and graph the results. It is more likely
for someone to roll a 6, 7 or 8 than a 2 or 12, so these numbers should come up more often. Graph your
results in chart 2.
Chart 2:

5. Discuss the history of modern quality management. How have experts such Deming, Juran, Crosby,
Ishikawa, Taguchi, and Feigenbaum affected the quality movement?
A=

Dr W. Edwards Deming= he was famous for rebuilding as well as known for

his work for quality control in japan.he created cycle for planning ,doing
,checking and performing improvement.
Joseph M. Juran= wrote the quality control handbook for how to improve
quality management.

CRICOS Provider No. 00103D

07 tutorial.doc

Page 2 of 4

Tutorial Week 7

ITECH 3213-5213 Introduction to IT Project

8
Management

Philip B. Crosby= he was Best known for suggesting the organisation strive
for zero defects.

Kaoru Ishikawa= He developed the concept of quality circles. Quality circles

are groups of non-supervisors and work leaders in a company who volunteer to
conduct group studies on how to improve effectiveness of work in their section.

Genichi Taguchi= he Developed methods for optimizing the process of

engineering experimentation and also believed quality should be designed into
the product and not inspected into it, and that quality is best achieved by
minimizing deviation from the target value.

Armand V. Feigenbaum= he Developed concept of total quality control (TQC)

and Proposed that responsibility for quality should rest with the people who do
the work.

Case Study
What Went Wrong
In 1981, a small timing difference caused by a computer program change created a 1/67 (or 1 in 67) chance
that the space shuttles five onboard computers would not synchronize. The error caused a launch abort.
In 1986, two hospital patients died after receiving fatal doses of radiation from a Therac 25 machine. A
software problem caused the machine to ignore calibration data.
In one of the biggest software errors in banking history, Chemical Bank mistakenly deducted about $15
million from more than 100,000 customer accounts one evening. The problem resulted from a single line of
code in an updated computer program that caused the bank to process every withdrawal and transfer at its
automated tell machines (ATMs) twice.
For example, a person who withdrew $100 from an ATM had $200 deducted from his or her account, though
the receipt only indicated a withdrawal of $100. The mistake affected 150,000 transactions from Tuesday
night through Wednesday afternoon.
In 1996, Apple Computers PowerBook 5300 model had problems with lithium-ion battery packs catching fire,
9 to halt shipments and replace all the packs with nickel-metal- hydride batteries. Other quality
causing Apple
problems also surfaced, such as cracks in the PowerBooks plastic casing and a faulty electric power
adapter.
Hundreds of newspapers and Web sites ran stories about the Melissa virus in March of 1999. The rapidly
spreading computer virus forces several large corporations to shut down their e-mail servers as the virus
rode the Internet on a global rampage, according to several leading network security companies.
(Schwalbe, 2010, p.294)

6. Discuss some of the examples of poor quality in information technology projects presented in the Case
Study. Could most of these problems be avoided? Why?
A= software problems:

CRICOS Provider No. 00103D

07 tutorial.doc

Page 3 of 4

Tutorial Week 7

ITECH 3213-5213 Introduction to IT Project

Management

7. Refer to the required journal reading for this week Kloppenborg and Petrick (2004). Outline several ideas the
authors present on how to effectively manage project quality.
A=

All practitioners should know to manage project quality

Project initiation and closure are frequently neglected stages that can
undermine effectiveness.

8. Why do you think there are so many examples of poor quality in information technology projects? What can
the IT industry need to do to reduce this situation?
A= there are many examples of poor quality because of not doing testing properly, due to competition, give
preference to money, inexperienced staff, and some company give cheapest quality. For this causes
government have to release legislation again those issues to the organisation and apply those laws properly
if they doing mistake then they are responsible for those problems.

Reflective Blog: I have completed this blog with discussion in the class with tutor and help with reading the
lecture slides and research from the IT projects.

10

dice roll frequency

CRICOS Provider No. 00103D

07 tutorial.doc

Page 4 of 4