How get your project management or professional services organization ISO 9001 certified.
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Transcript of How get your project management or professional services organization ISO 9001 certified.
• What is ISO 9000 certification?
• Why do I want ISO certification?
• How can I develop a certified practice?
• How can I get help?
Presentation Objectives: Shattering myths and answering questions…
What is ISO?
ISO - International Organization for Standardization is based at Geneva
138+ national standards bodies are members
USA is represented by American National Standards Institute (ANSI)
What about PMI Standards?
ISO 9001
• Positive Change Agent – when maintained
• Mechanism to Measure & Improve Quality
• Key Market Differentiator! • Provides for Corporate Continuity – Key in today’s economic landscape
Generic ISO Requirements
Applicable to all organizations, regardless of type, size and product or service provided
Establish (initially on paper)DocumentImplementMaintain a Quality Management System Continual Improvement
Quality Management System Consists of:
Mission statement
Quality Policy
Quality Objectives
Quality Manual (based on the ISO requirements)
Documented Procedures & Records
Mission Statement Project Managers DivisionTo ensure that Company XYZ always meets or exceeds our customer’s delivery and support expectations. Program Management Office:To develop standards, tools and processes that ensure quality and empower staff.
Quality Policy Our Project Managers service will consistently satisfy our customers and enable customer loyalty. Our Project Managers will comply with our PMBOK based requirements and are committed to continually improving the effectiveness of our quality management system. Our Project Managers are recognized for their accomplishments and commitment to quality service and continuous improvement.
Project Management Quality Objectives include: Making measurable improvements in customer satisfaction, customer service and quality. This will be measured by trending cSat results
Achieving improvement in operational efficiencies. This will be measured through the following KPIs: Actual versus Baseline schedule performance as reported in the Project Director's Weekly Reports and the Monthly Revenue and Derivatives Report.
Making measurable improvements in employee satisfaction by providing an atmosphere that fosters professional growth, development and job satisfaction. This will be measured through formal employee feedback and/or survey as well as the Tools Review Committee and the ISO Focus Group.
In other words…In other words…
Say what you doSay what you doANDAND
Do what you sayDo what you say
With Registrar: Work normally performed
Step One: Define the Project Life Cycle
• TQM Mapping• Who does What and When
• Discrete Phases Definition
• Define Inputs/Outputs/Measurement Points
Sample TQM Map: Macro Sales to Delivery Process
Proj
ect
Man
ager
eSD C
onsu
tant
eSC S
ales
A
eS & Consulting develop Pre-SalesDraft of SOW, Prelimenary,Technical Risk Assessment, InitialTask List/ Schedule, List ofDeliverables, Resources & BOE.
DRAFTapproved for
Final?
Via eMail, PM ensuresthat all Review Meetingcomments have beenincorporated in FINALSOW.
SOW Presentedto Customer
Develop ProjectPlan: IncludingCommunication
Paths & Schedule:QMS Applies
B Yes
acceptedrejected
SOWTemplate
SOW ReviewSubprocess
See Section 5 ofMB25 for details
SOW Review:1. Via MM PMsets up meeting.2. eSC sends outproposed SOWon correctTemplate.3. Meet to review.------------------------PM performs aScope Analysis.
No
1. SOWReviewChecklist2. ScopeReviewGuide
SOW Development - Complex Consulting
Step Two: Determine PM Methodology
• Milestones that Begin & End Each Phase
• Roles & Responsibilities Definition (similar to OBS)
• Identify Corporate Constraints
• Fill in Process Gaps from TQM Mapping
ProjectPlanning
OngoingSupport
Contentloading
QualityAssurance
Pre-Sales
Resou
rces
Time
AcceptanceTesting
Provisioning
+Project Integration
ProjectPlan
November 2000
S M T W T F S
1 2 3 4
5 6 7 8 9 10 11
12 13 14 15 16 17 18
19 20 21 22 23 24 25
26 27 28 29 30
Sample Project Life Cycle
- phase inputs & outputs- milestones - KPIs: phase duration BvA - LOE
Step Three: Develop Standards for Consistent Methodology
• Align with PMBOK®
• Create an Empowerment Model (PPOC)
• Define Standards that Facilitate Measurement
• Develop Metrics for Portfolio Management.
Step Four: Develop Supporting Tools
• Design Tools that Mesh with Methodology
• Develop Tools that Capture Performance
• Define Tools that Have Closed Loops
• Create Tools that are of External Quality
• Define Tools that Facilitate Documentations & Follow Up
Examples….
Step Five: Provide Standards & Tools Training
• Promote PM Certification
• Create a Training & Certification Database.
• Assess Skills
• Standards are a function of maturity
• Develop New Hire Checklist
• Define Training Paths
• Basic ISO Training
Step Six: Document & Version Control of Methodology, Tools & Standards
• Mechanism for Review
• Approval Process
• User’s Feedback Loop
• Posting Review Cycle
TRC, MC, FG
Step Seven: Develop an Internal Audit Program
• Evaluate projects in real time
• Observe Use of Tools & Standards
• Validate Accuracy of Metrics
• Gauge Project Health
• Observe System Trends
• Develop and Objective, Verifiable, Protocol and Checklist
…sample risk audit trail
Step Eight: Preventative & Corrective (P & C) Actions
• Input Evaluation by Stakeholder
• Mechanism to Track P&C Activities – based on RCA
• Design P& C Database for Trending
• Capture Lessons Learned
• Capture Best Practices
Step Nine: Staff and Management Review Bodies
• Top Management Committee - commitment
• Staff Input Group(s)
• Link Review Bodies to P & C Database - loops
Step Ten: Develop a Quality Manual for the Quality Management System
• Leverage Defined Methodology – system anchor
• Leverage Standards & Tools
• Review Mission & System Objectives
• Ensure alignment with Corporate Policies
Q&AQ&A
For additional information & copies of this presentation: Email Edward B. Farkas, Managing Director, Project Management Practice:
ETR Technology Center, Inc.180 Oser Avenue
Hauppauge, NY [email protected]
631.952.1300A certified WBE firm established in 1980