8/20/2019 Discipline of Quality Management

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Discipline of Quality Management:

Quality is the degree to which a set of inherent characteristics fulfill requirements.

Quality at the highest level is a concept of continuous improvement involving the

Deming model of Plan – Do – Check – Act.

Its important to remem!er that the concept of

quality does not require perfection. It is more

a!out doing what was agreed to !e done rather

than !eing perfect or e"ceeding e"pectations.

#he practice of quality management is usually

 !roken into $ processes% quality planning& quality

assurance& and quality control. #he concept of

continuous improvement is an overarching process

that is driven !y Plan& Do& Check and Act.

Quality Planning – identifies which standards are relevant and how to satisfy them

'e"amples% cost(!enefit analysis& !enchmarking). Components would !e creation

of a quality management plan& identification of measures and metrics& acceptance

criteria for go(live.

Quality Assurance – Activities that ensure that the service will have all processes

needed to meet requirements 'e"ample% quality audits).

Quality Control – Iterative process to ensure that quality standards are !eing met.

#hese are defined in the quality management plan. #he outcomes would !e

acceptance decisions& rework& and process ad*ustments.