8 - Project Quality & Communications Management
Project Quality Management
Applies to all projects, independent of product type.
Differentiates between project‐level quality processes and product‐specific quality techniques.
Plan Quality Management
Defines quality requirements/standards and how compliance will be demonstrated. Determines the quality management approach and resources necessary to achieve project objectives, ensuring that all stakeholders are aligned on expectations.
Requirements inputs: Stated Needs + Implied Needs processed via Stakeholder Analysis ⇒ formal requirements.
Quality vs. Grade
Grade: Functional category with varying technical characteristics (e.g., high-quality, low-feature software).
Low quality always unacceptable; low grade may be acceptable if fit-for-purpose.
Accuracy & Precision
Accuracy = closeness to true value; Precision = repeatability with low scatter.
Possible combinations: precise-inaccurate & accurate-imprecise.
PM team sets acceptable levels in Quality Management Plan.
ISO Alignment & Modern Principles
Conform to ISO quality standards; focus on customer satisfaction, prevention over inspection, continuous improvement, management responsibility, and variation minimization.
Cost of Quality (CoQ) = cost of conformance + cost of non-conformance (rework).
Process Placement
Plan Quality Management is a Planning process; influences Initiating, Executing, Closing.
Tools & Techniques (Planning)
Cost–Benefit Analysis
Meeting requirements → Less rework → higher productivity, lower cost, greater stakeholder satisfaction.
Tools and Techniques
Prevention, Appraisal, Internal/External Failure costs.
Seven Basic Quality Tools
Cause-and-effect (Fishbone)
Flowcharts
Check sheets
Pareto diagrams
Histograms
Control charts
Scatter diagrams
Additional Techniques
Benchmarking for comparison & improvement ideas.
Design of Experiments (DOE) to identify factor influence.
Statistical Sampling to infer from subsets.
Plan Quality Management Outputs
Quality Management Plan (QC, QA, continuous improvement).
Process Improvement Plan (boundaries, configuration, metrics, targets).
Quality Metrics (attributes + measurement).
Quality Checklists (step-verification tools).
Perform Quality Assurance (QA)
Audits and process reviews ensure correct standards/definitions.
Builds confidence via prevention & continuous improvement.
Quality Audits
Independent review; identify best practices, gaps, share lessons, offer assistance.
Process Analysis & Root Cause
Study problems, constraints, non-value activities; derive preventive actions.
Control Quality (QC)
Monitors/records results; validates deliverables; uses statistical control.
QA vs QC: QA (confidence) in Planning/Executing; QC (proof) in Executing/Closing.
Key Term Pairs
Prevention vs Inspection, Attribute vs Variable sampling, Special vs Common causes, Tolerances vs Control limits.
Control Quality Inputs & Tools
Inputs: PMP, metrics, checklists, WPD, change requests, deliverables, docs, OPAs.
Tools: Seven Basic Tools, Statistical Sampling, Inspection.
Statistical Sampling Concepts
Population, Sample, Random, Representative, Sampling Error.
\text{Channels} = \frac{n(n-1)}{2} where n = stakeholders.
Margin of Error/CI, Confidence Level, Accuracy, Precision, Bias.
Sampling Process Steps
Define population.
Set margin of error & confidence.
Select method & size.
Document plan.
Draw sample.
Selected Quality Tools in Depth
Fishbone: categorizes causes (Methods, Machines, Materials, Measurements, Environment, Personnel).
Flowchart: visual process map; common symbols—process box, decision diamond, I/O parallelogram.
Histogram/Pareto: frequency display; 80/20 focus.
Project Communications Management
Manages information generation, distribution, storage, retrieval, and disposition.
Processes: Plan, Manage, Control Communications.
Communication Dimensions
Internal/External, Formal/Informal, Vertical/Horizontal, Official/Unofficial, Written/Oral, Verbal/Non-verbal.
Communication Model & Skills
Sender → encode → message → decode → receiver; feedback; noise.
Skills: active listening, questioning, fact-finding, persuasion, motivation, coaching, negotiating, conflict resolution, summarizing.
Stakeholder Management
Identify stakeholders; align project with needs/business strategy; manage influence.
Categories: Positive, Negative, Neutral.
Power/Interest grid: Manage Closely, Keep Satisfied, Keep Informed, Monitor.
Plan Communications Management
Effective = right info, format, time, audience; Efficient = only necessary info.
Consider who, when, where, format, retrieval, culture/time zones.
Channels formula =\frac{n(n-1)}{2} gauges complexity.
Limit formal senders/receivers to prevent overload.
Communication Technology Factors
Urgency, availability, ease, environment, sensitivity.
Media & Method Choices
Written vs Oral, Formal vs Informal, F2F vs Email, electronic media; manage emotional responses & overload.
Communications Management Plan Contents
Requirements, content/format, purpose, frequency, sender/authorizer, recipients, delivery tech, resources, escalation path, update method, glossary, flow diagrams, constraints, meeting guidelines.
Plan Summary Template Fields
Item, Purpose, Frequency, Dates, Format/Medium, Responsible owner.
Manage & Control Communications
Manage: create/collect/store/retrieve/dispose per plan.
Control: monitor & adjust to meet stakeholder needs.
Sender responsibilities: clarity & confirmation; Receiver: full receipt & understanding.
Information systems: filing, databases, PM software, controlled repositories.
Distribution: meetings, documents, shared drives, web portals.
Lessons Learned captured & cataloged for future reuse.
Command Media: policies, contracts, records, reports.
Performance Reporting
Collect baseline data; disseminate info on safety, scope, schedule, cost, quality, risk, procurement.
Compare execution against Performance Measurement Baseline; deviations guide control.
Reports include earned value, histograms, bar charts; forecasts (EAC, ETC).
Corrective actions require owner & due date; tracked; lessons learned added to org database.
Project Communications Management precludes the management of information generation, distribution, storage, retrieval, and disposition.
Processes: Plan, Manage, Control Communications.
Communication Dimensions
Internal/External, Formal/Informal, Vertical/Horizontal, Official/Unofficial, Written/Oral, Verbal/Non-verbal.
Communication Model & Skills
Sender → encode → message → decode → receiver; feedback; noise.
Skills: active listening, questioning, fact-finding, persuasion, motivation, coaching, negotiating, conflict resolution, summarizing.
Plan Communications Management
Effective = right info, format, time, audience; Efficient = only necessary info.
Consider who, when, where, format, retrieval, culture/time zones.
Channels formula =\frac{n(n-1)}{2} gauges complexity.
Limit formal senders/receivers to prevent overload.
Communication Technology Factors
Urgency, availability, ease, environment, sensitivity.
Media & Method Choices
Written vs Oral, Formal vs Informal, F2F vs Email, electronic media; manage emotional responses & overload.
Communications Management Plan Contents
Requirements, content/format, purpose, frequency, sender/authorizer, recipients, delivery tech, resources, escalation path, update method, glossary, flow diagrams, constraints, meeting guidelines.
Plan Summary Template Fields
Item, Purpose, Frequency, Dates, Format/Medium, Responsible owner.
Manage & Control Communications
Manage: create/collect/store/retrieve/dispose per plan.
Control: monitor & adjust to meet stakeholder needs.
Sender responsibilities: clarity & confirmation; Receiver: full receipt & understanding.
Information systems: filing, databases, PM software, controlled repositories.
Distribution: meetings, documents, shared drives, web portals.
Lessons Learned captured & cataloged for future reuse.
Command Media: policies, contracts, records, reports.
Performance Reporting
Collect baseline data; disseminate info on safety, scope, schedule, cost, quality, risk, procurement.
Compare execution against Performance Measurement Baseline; deviations guide control.
Reports include earned value, histograms, bar charts; forecasts (EAC, ETC).
Corrective actions require owner & due date; tracked; lessons learned added to org database.
Communication Model & Skills
Sender → encode → message → decode → receiver; feedback; noise.
Skills: active listening, questioning, fact-finding, persuasion, motivation, coaching, negotiating, conflict resolution, summarizing.
Plan Communications Management
Effective = right info, format, time, audience; Efficient = only necessary info.
Consider who, when, where, format, retrieval, culture/time zones.
Channels formula =\frac{n(n-1)}{2} gauges complexity.
Limit formal senders/receivers to prevent overload.
Communication Technology Factors
Urgency, availability, ease, environment, sensitivity.
Media & Method Choices
Written vs Oral, Formal vs Informal, F2F vs Email, electronic media; manage emotional responses & overload.
Communications Management Plan Contents
Requirements, content/format, purpose, frequency, sender/authorizer, recipients, delivery tech, resources, escalation path, update method, glossary, flow diagrams, constraints, meeting guidelines.
Plan Summary Template Fields
Item, Purpose, Frequency, Dates, Format/Medium, Responsible owner.
Manage & Control Communications
Manage: create/collect/store/retrieve/dispose per plan.
Control: monitor & adjust to meet stakeholder needs.
Sender responsibilities: clarity & confirmation; Receiver: full receipt & understanding.
Information systems: filing, databases, PM software, controlled repositories.
Distribution: meetings, documents, shared drives, web portals.
Lessons Learned captured & cataloged for future reuse.
Command Media: policies, contracts, records, reports.
Performance Reporting
Collect baseline data; disseminate info on safety, scope, schedule, cost, quality, risk, procurement.
Compare execution against Performance Measurement Baseline; deviations guide control.
Reports include earned value, histograms, bar charts; forecasts (EAC, ETC).
Corrective actions require owner & due date; tracked; lessons learned added to org database.
Exam-Focused Highlights
Use \frac{n(n-1)}{2} to compute channels.
Develop Communication & Quality Management Plans with stakeholder alignment.
Integrate continuous improvement across Quality & Communication processes.
Communication Technology Factors
Urgency: The speed at which information needs to be communicated and received. Projects require different levels of urgency for various types of communication; for instance, critical safety alerts demand immediate transmission, while routine progress reports might be less time-sensitive.
Availability: Ensures that the chosen communication technology is accessible and operational for all relevant stakeholders, considering factors like internet access, software compatibility, and device availability across different locations and team members.
Ease of Use: Refers to how simple and intuitive the communication technology is for all project participants. Complex or cumbersome tools can hinder effective communication, lead to errors, and reduce adoption.
Environment: The physical and cultural context in which communication occurs. This includes considerations such as co-located vs. distributed teams, cultural norms regarding communication channels (e.g., preference for formal written vs. informal verbal), and noise levels or interruptions in the work setting.
Sensitivity: Pertains to the confidential or private nature of the information being exchanged. Highly sensitive data requires secure communication channels with appropriate encryption and access controls, while general project updates might use more open platforms.
Communications Management Plan Contents
Requirements: Detailing what specific project information needs to be communicated. This includes identifying the core message, the necessary level of detail, and the underlying reason or objective for each piece of communication, ensuring it aligns with stakeholder needs and project goals.
Content and Format: Specifying the exact nature of the information to be conveyed (e.g., project status updates, financial reports, risk assessments, meeting minutes). This also defines the presentation style and medium, such as plain text documents, spreadsheets, visual dashboards, formal presentations, or informal memos.
Purpose: Clarifying the objective behind each communication output. This could be to simply inform stakeholders, provide specific instructions, request feedback, report on project progress, facilitate decision-making, or manage expectations.
Frequency: Establishing the schedule for when particular communications will occur. Examples include daily stand-up meetings, weekly project status reports, monthly steering committee briefings, or ad-hoc communications for urgent issues.
Sender/Authorizer: Identifying the specific individual or role (e.g., Project Manager, Team Lead, Sponsor) who is responsible for preparing, approving, and officially releasing each communication. This ensures clear accountability for information dissemination.
Recipients: Defining the target audience for each communication, whether it's specific project team members, various internal and external stakeholders, clients, vendors, senior management, or regulatory bodies.
Delivery Technology: Outlining the specific tools and platforms that will be utilized for transmitting information. This can include email, dedicated project management software, video conferencing platforms, physical meetings, shared network drives, instant messaging applications, or a project's communication portal.
Resources: Specifying any dedicated resources required to support communication activities, such as specialized communication tools, allocation of staff time for report generation, or budget provisions for communication-related expenses (e.g., travel for face-to-face meetings, printing costs).
Escalation Path: Defining the structured process for escalating critical information or unresolved issues that require attention or decision-making from higher authority or specific stakeholders, including who to contact and the sequence of escalation.
Update Method: Describing how the Communications Management Plan itself will be periodically reviewed, revised, and updated to remain relevant and responsive to evolving project needs or changes in stakeholder requirements throughout the project lifecycle.
Glossary: Providing a comprehensive list of project-specific terms, acronyms, and their definitions to ensure a consistent and shared understanding among all project participants and stakeholders.
Flow Diagrams: Including visual representations (e.g., swimlane diagrams, process maps) that illustrate the sequence of information exchange, communication workflows, decision points, and the relationships between various communication channels.
Constraints: Documenting any limitations or restrictions that may impact project communication, such as legal or regulatory requirements, organizational communication policies, budget constraints, technological limitations, or cultural communication norms.
Meeting Guidelines: Establishing clear protocols for various project meetings, including templates for agendas, responsibilities for minute-taking, expected attendance, guidelines for participation, and processes for capturing and communicating decisions made during meetings.
Plan Summary Template Fields
Item: The specific name or identification of a communication artifact or event (e.g., 'Weekly Project Status Report', 'Risk Review Meeting', 'Stakeholder Newsletter', 'Team Stand-up').
Purpose: The primary objective or reason for that particular communication item (e.g., 'To provide an overview of project progress and upcoming tasks to the team', 'To review and update the project risk register with key stakeholders', 'To inform external stakeholders about major project milestones and achievements').
Frequency: How often this specific item will be produced or conducted (e.g., 'Daily', 'Weekly', 'Bi-weekly', 'Monthly', 'Quarterly', 'As needed based on project events').
Dates: The specific scheduled dates or the recurring period for the communication item (e.g., 'Every Monday at 9 AM', 'Last Friday of each month', 'Scheduled in Q3 2024', 'On demand').
Format/Medium: Describes the specific format and the technology or channel used for delivering this communication (e.g., 'Email with attached PDF report', 'Live video conference call with shared presentation slides', 'Update posted on the intranet portal', 'Printed memo distributed to departments').
Responsible Owner: The individual or designated role (e.g., Project Manager, Communications Lead, Scrum Master) who is accountable for preparing, ensuring the quality of, sending, or facilitating this specific communication item.
Internal Communication: Communication within the project team or organization. This includes all exchanges among team members, departments, and management within the project's direct organizational structure. It is crucial for coordination, information sharing, and team cohesion.
External Communication: Communication with outside stakeholders, customers, vendors, suppliers, regulatory bodies, or the public. This type of communication often requires more formal channels and careful messaging to represent the project and organization effectively.
Formal Communication: Official communication that adheres to established protocols, processes, and documentation requirements. Examples include project status reports, formal meeting minutes, briefings, presentations to stakeholders, contracts, and official announcements. It is typically structured, recorded, and serves as a permanent record.
Informal Communication: Unofficial communication that occurs outside formal channels, such as spontaneous discussions, casual emails, quick memos, or hallway conversations. While less structured, informal communication is vital for relationship building, quick problem-solving, fostering team morale, and immediate information exchange that might not warrant a formal process.
Vertical Communication: Communication that flows up or down the organizational hierarchy. Upward communication involves reporting to senior management or sponsors, while downward communication involves directives, instructions, or information from management to team members. It ensures alignment and cascades information throughout the project structure.
Horizontal Communication: Communication among peers at the same level of the organization or between different departments or functional areas involved in the project. This is essential for cross-functional coordination, sharing best practices, and resolving issues that span different teams.
Official Communication: Communication specifically related to the project's formal objectives, plans, results, and contractual obligations. It concerns the core business of the project and its deliverables, ensuring all formal aspects are properly documented and shared.
Unofficial Communication: Less structured communication that might occur outside formal organizational channels, often related to social interactions, personal observations, or informal feedback. While not formally endorsed, it can sometimes reveal important insights or facilitate quicker resolutions outside established lines.
Written Communication: Communication conveyed through documents, emails, reports, formal letters, memos, and other textual forms. It provides a permanent record, allows for careful crafting of messages, and is suitable for detailed or complex information that requires review and retention.
Oral Communication: Communication exchanged through spoken words, such as face-to-face meetings, phone calls, video conferences, and presentations. It allows for immediate feedback, clarification, and the conveyance of non-verbal cues (tone, emphasis), making it effective for discussions, negotiations, and urgent matters.
Verbal Communication: A broad category that encompasses all communication using words, whether spoken (oral) or written. It is distinct from non-verbal communication and focuses on the linguistic content of the message.
Non-verbal Communication: Communication without words, including body language, facial expressions, gestures, posture, eye contact, and tone of voice. This type of communication often conveys emotional context, attitudes, and additional meaning that supplements or even contradicts verbal messages.