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Manual de Administración de Proyectos

Aseguramiento de la Calidad

Por Norberto Figuerola, PMP® [ Acerca del autor]

“Quality control” y “Quality assurance” son conceptos muy importantes, a pesar de que muchos Project Managers tienen sólo una vaga idea de qué significa cada uno y cuál es la diferencia entre ellos. Aquí trataremos de explicar estos conceptos

Primero deberíamos definir que es Calidad:

La calidad es “la totalidad de las funciones y características de un producto o servicio que cumplen y satisfacen las necesidades o requerimientos implícitos o explícitos del mismo” (ISO 9001:2000)

La calidad es “el grado en el que un conjunto de características inherentes cumple con los requisitos” (American Society for Quality)

La Administración de la Calidad incluye la creación y seguimiento de políticas y procedimientos para asegurar que el proyecto cumpla con los objetivos establecidos (sin desviarse de los requerimientos). Incluye las actividades de Planificación, Aseguramiento y Control de la calidad.

La Gestión de la Calidad aborda tanto la Administración de Calidad del Proyecto (aplicable a todos los proyectos) como a la Administración de la Calidad del Producto (específicas y particulares de cada producto). De acuerdo al PMBOK®: “La gestión de Calidad Moderna complementa la Dirección de Proyectos y abarca distintas disciplinas o industrias”

David Shuster en su libro “Teaming for Quality” nos dice sin embargo que la Administración de la Calidad no es un subproceso del Project Management, sino que a su criterio son disciplinas gerenciales co-equivalentes. Quality Management y Project Management comparten:

    * Filosofías de gerenciamiento comunes
    * Foco en el cliente, procedimientos y política
    * Satisfacción de las necesidades y requerimientos del cliente
    * Enfoque en la calidad de los procesos
    * Principios de teaming (grupos de trabajo)
    * Estructuras ordenadas, formales, documentadas, medibles

QM y PM se diferencian en que el enfoque de Project Management es temporario (finaliza con el proyecto) mientras que el de calidad es mejora continua y permanente, a los efectos de este artículo podemos concluir como resumen que “La Calidad es el grado en que el proyecto cumple con los requisitos”

El manejo y gestión de la calidad en el proyecto significa que se debe comprender las expectativas de calidad del cliente y con ellas establecer un plan proactivo para cumplirlas. El Plan de Calidad contiene varios puntos y actividades pero los más importantes son las tareas referidas a los procesos de Control de Calidad y Aseguramiento de Calidad.

Control de calidad (“Quality Control”) se refiere a las actividades de calidad asociadas con la creación de los entregables del proyecto. El control de calidad se utiliza para verificar y medir que el entregable tenga la calidad aceptable y que está completo y correctamente finalizado. Ejemplos de acciones de control de calidad incluyen las actividades de “Peer reviews” de procesos o tareas, los procedimientos de testing, mediciones e inspecciones, entre otras

El Aseguramiento de la Calidad se refiere a los procesos que se utilizan para generar los entregables. Esta función puede ser ejecutada por el equipo de trabajo, la Oficina de Administración de Proyectos o terceras partes. Ejemplos de actividades de aseguramiento de calidad incluyen los procesos de checklists y las auditorías de calidad. Por ejemplo, si el proyecto está siendo auditado por quality assurance, el auditor podría no ser capaz de decir si el contenido específico o resultado del entregable es aceptable o no (quality control).

Sin embargo, el auditor debería ser capaz de informar si el entregable podría considerarse aceptable basado en el estudio de los procesos que se emplearon para su construcción (quality assurance). Esa es la razón por la cual un auditor de proyectos o QA puede realizar la revisión del mismo, a pesar de que no conozca en profundidad las características y especificaciones del entregable. Él no puede medir la calidad del producto final, pero conoce qué tan bien o no fueron los procesos que se ejecutaron para producir el producto del proyecto.

Un ejemplo sencillo extraído de un artículo publicado al respecto es el siguiente: Supongamos que el Líder de Proyecto solicita al sponsor que apruebe el documento Requerimientos del Negocio del proyecto. ¿Si usted fuera el sponsor coómo validaría que el documento es completo y correcto?

Una respuesta podría ser revisar el documento y validarlo con los requerimientos del negocio reales. Si opta por esta solución estaría realizando una actividad de control de calidad, dado que sus acciones están enfocadas en validar el entregable por si mismo.

Supongamos que el documento tiene muchas páginas y que usted como sponsor no tiene el conocimiento, el tiempo o la intención de hacer una revisión de su contenido. En este caso usted podría preguntarle al administrador del proyecto que le describa el proceso que utilizó para crear el documento. Supongamos que recibe la siguiente respuesta:

PM: “Me reuní con ocho de los principales usuarios en una sesión. Después de la misma documenté los requerimientos y solicité al grupo su feedback, modificaciones, etc. Tomé las actualizaciones y con el documento actualizado me reuní con los representantes de Finanzas, Manufactura, Compras y Marketing y ellos agregaron los requerimientos necesarios para soportar los estándares de la compañía. Tuvimos reuniones adicionales con cuatro gerentes de cada área que resultaría críticamente impactada por el sistema. Cada jefe de área agregó algunos requerimientos adicionales. Con el documento completo solicité la aprobación (sign-off) de los responsables y usted puede comprobar las firmas en la última página”

El sponsor podría sentirse plenamente confortable con el documento debido a esta explicación. Ésta es la diferencia con el método anterior, el control de calidad se focaliza en medir y verificar el entregable propiamente dicho, el aseguramiento de la calidad se focaliza en los procesos que fueron utilizados para crear el entregable. Ambas son técnicas poderosas para la administración de la calidad en proyectos y deben ser realizadas para asegurar que nuestro producto o resultado final cumpla con los requerimientos de calidad de nuestros clientes.

Como conclusión, podemos decir que durante el proceso de Aseguramiento de la Calidad el foco está en la auditoría de los distintos procesos y las fases del proyecto para garantizar que cumplan con los estándares de calidad impuestos o las normas y políticas organizacionales. Durante el proceso de Control de Calidad estaremos más interesados en realizar inspecciones (revisiones técnicas formales, pruebas, etc.) sobre el producto o servicio durante su desarrollo o ya finalizado de manera de asegurar que está conforme con las especificaciones de calidad establecidas.

indice del manual


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Lida dijo el 15 Enero de 2015:
Hola Necesito ayuda , ya que comienzo como líder de proyecto en la industria automotriz mi nuevo empleo y no tengo experiencia. Alguien me podría dar una descripción , según la experiencia.

Gracias!

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Editor dijo el 25 Junio de 2013:
Saludos Marco Arellano,

Para entender tú pregunta permíteme hacer una precisión, las siglas PMI corresponden al Project Management Institute, entonces suponiendo que quizá te refieres a PM (Project Manager) o PMO (Project Manager Office)las condiciones aceptadas para que un proyecto sea considerado como tal además de las que mencionas, es que sea un esfuerzo temporal, usualmente sí realizas esta labor de "aseguramiento de calidad" de manera continua es más probable que te convenga tratarla como operación, aunque la definición inicial de procesos para esta labor si puede ser un proyecto en donde estableces los procesos para esta tarea.

En otro escenario si esta labor la haces en el marco de un proyecto, el cual entrega un resultado el cual tú verificas más en el sentido de "control de calidad", sí se puede manejar dicho esfuerzo como un proyecto, incluso independiente, pues la labor de pruebas se ejecuta de manera temporal y tiene sus propios riesgos y áreas de especialidad.

Espero esto haya aclarado tú duda, que tengas un excelente día.


Marco Arellano dijo el 21 Junio de 2013:
Una pregunta quizas un poco "facil" de responder pero que yo no he podido encontrar la respuesta.

Tener el control de calidad de equipos para un Proyecto puede ser tomado por la PMI como un proyecto?

Menciono esto porque yo realizo elc ontrol Testing de equipos en una empresa de peaje, y si cumplo la definicion de Inicio del proyecto, Planeacion, Ejecucion, monitoreo y cierre. Mis clientes son internos solo no tengo elc ontrol de gasto financieros pero si el control de gasto en recursos.

Ojala puedan ayudarme y gracias.

Sigfredo Fumagali Viveros dijo el 23 Enero de 2013:
Buenas Tardes.

Me podrían Recomendar alguna Institución o Empresa de Prestigio Reconocido que se dedique a dar Capacitación y Certificación referente al Aseguramiento y Control de la Calidad en los Proyectos.

Gracias y Saludos.


PAULINA dijo el 25 Septiembre de 2012:
BUENAS TARDES, REQUIERO DE SU AYUDA, ME PUEDEN INDICAR CUALES SON LOS MÉTODOS DE CONTROL, ASEGURAMIENTO Y GESTION DE LA CALIDAD.
ESTOY CONFUNDIDAD, A MI PUNTO DE VER CONSIDERO QUE:
QFD - MÉTODO DE GESTIÓN
AMEF - MÉTODO GESTIÓN
HACCP - MÉTODO DE CONTROL
MANUFACTURA ESBELTA- MÈTODO DE CONTROL
SIX SIGMA- MÉTODO DE MEJORA
HOSHIN KANRI- MÈTODO DE GESTIÓN
BALNCE SCORD CARD- MÈTODO DE CONTROL
GEMBA KAIZEN- MÉTODO DE CONTROL
EN ESPERA DE SU AYUDA Y CORRECCIÓN.

GRACIAS

PAULI

david dijo el 15 Julio de 2012:
Diana Marcela: La Gestión de calidad no es un proceso en sí misma. Los procesos de la Gestión de Calidad son: Planificar la calidad, Asegurar la calidad y Controlar la calidad. Una posible respuesta a los indicadores puede ser: Los respectivos formatos de pruebas y de control de cambios que se hayan establecido en el plan de calidad.

Diana Marcela dijo el 09 Julio de 2012:
Muy bueno el articulo, sin embargo me gustaria conocer su opinión frente a este problema...Si se planteara la Gestión de calidad (Control de Calidad, Aseguramiento de calidad) como proceso dentro de una oficina de proyectos (PMO)¿cuales indicadores de calidad se prodrian incluir en la Gestión de proyectos?

Editor dijo el 02 Mayo de 2012:
Buenos días, Tomás.

Las precisones que haces son muy útiles. Cad uno de los líderes deproyecto tendrá que tomar en cuenta la normativa a la que están sujetos sus proyecto sindividuales y trabajará con la que se encuentre vigenet en ese momento y sea específica para su área laboral.

Nuestro artículos sólo apuntan a ejemplos para hacer más claros los cpnceptos que se manejan, no soluciones específicas ni normas inalterables dado que la Gestión de Proyectos es un tema dinámico y en constante evolución.

Cada proyecto genera sus responsabilidades (y sigue normas) específicas y cada líder tendrá que tomarlas en cuenta para realizar su labor de la mejor manera posible.

Hasta pronto.

Tomas Aquino dijo el 30 Abril de 2012:
Un texto hace referencia a ISO/9001:2000. Siendo la base para un sistema de gestion de calidad,
sería conveniente revisarlo y ver si hay un agregado con la nueva versión. ejem. 8.2.2 hace referencia a normas diferentes a la emisión anterior. Normas ISO 10011-1, ISO 10011-2 e ISO 10011-3 vs norma NMX-CC-SAA-19011-IMNC
Saludos.

Maximo dijo el 23 Febrero de 2012:
La administracion de proyectos es realmente lo mejor para realizar procesos y desarrollos en empresas o en otras areas que busquen una buena calidad. el articulo es muy completo y me a ayudado bastante a comprenderlo mejor.

Carlos Vargas dijo el 17 Junio de 2010:
El trabajo esta muy es alentador que existan personas como usted que nos enseña, con su gran esperiencia, y conocimiento del tema si es posible su permiso de utilzar la pagina para analisis en clase del grupo de maestria del tecnologico de Costa Rica, gracias por su aporte a mi conocimeinto personal.

César Cabrera dijo el 04 Noviembre de 2009:
Es interesante el artículo. Para el caso de aseguramiento de calidad debemos tener una serie de check list que permitan a cada una de las áreas técnicas verificar que se ha utilizado el proceso o método técnico más adecuado. La mayoría de las veces nos quejamos contra los usuarios que nunca están conformes, pero como IT no ayudamos mucho en cambiar la historia. Por ejemplo que industria relativamente seria acepta que una vez entregado el producto tengamos un periodo de "estabilización" y de corrección de incidencias. Creo que ninguno de nosotros cuando nos compramos un automóvil espera tener estabilización y menos incidencias. El control y aseguramiento de calidad debe de una vez por todas ser un proceso serio, de ingeniería y orientado a la entrega de un producto sin fallas.



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