Various definitions of the concept of quality have been put forward.
One generic definition (Pass, 2006b) is as follows:
The overall characteristics of a product or service that fulfill the requirements of customers in terms of quality.
This definition aligns with the viewpoint of Joseph Juran, who, in the 1950s, defined quality as ‘fitness for use’ (as quoted in ASQ, 2019).
This definition is largely consistent with the definition of quality provided by APM (2019, p. 214):
The suitability for the intended purpose and the degree to which the output of a process or the process itself conforms to the requirements.
Now take a moment to consider the following statements about quality. Which ones do you agree with?
- Quality should prioritize the customer’s needs.
- Quality is an internal focus.
- Quality should be considered from the project’s inception.
- The execution phase of a project is crucial for achieving quality goals.
- Quality issues should be openly discussed to identify corrective actions.
- Quality problems should be concealed from customers and possibly managers.
- Individuals are enthusiastic about producing high-quality outcomes.
- Team members do not produce quality outputs without close supervision.
Share your thoughts on these statements in the discussion section below.
I strongly Agree with the following statements:
Quality should be considered from the start of the project.
Quality should be based on the customers needs.
Opinions should be gathered from customers to get positive results on how to get a quality project done.
I agree that;
Quality should be focused on the customer’s need
Quality should be considered from the beginning of the project
Quality should be discussed openly to find corrective actions
People are keen on producing quality outputs
I agree with the following statements:
1. Quality should prioritize the customer’s needs.: the customer has his expectations which he wants the PM and his team to meet. The customer’s need will determine if quality is met at the end of the project.
2. The execution phase of a project is crucial for achieving quality goals.: I agree with this statement. How well a project kick starts is important at achieving quality goals.
3. Quality issues should be openly discussed to identify corrective actions.: this should be made public so that everyone involved in the project will know their strengths and weaknesses and the level they are in at achieving the project goals.
4.Individuals are enthusiastic about producing high-quality outcomes.: Individuals always want to impress and produce quality results. No one wants to start a journey they want to fail in.
5. Quality is an internal focus.: its the priority of the project and her team to succed. So they focus on quality results.
I disagree with the following points:
1. Quality should be considered from the project’s inception: the project alone can’t determine what’s quality or not until the team achieves it.
2. Quality problems should be concealed from customers and possibly managers: no, everyone should be carried along in the process to trying to achieve the project’s objectives.
3. Team members do not produce quality outputs without close supervision.: if trust exists, then the team doesn’t always need close supervision to create positive outputs always.
As a project manager I strongly agree with the following:
1. Quality should be considered from the project’s inception:
Thinking about quality right from the start ensures that it is built into the project’s plan and processes.
2. Quality should prioritize the customer’s needs: Ultimately, the success of a project is measured by how well it meets the needs and expectations of the customer.
3. Quality issues should be openly discussed to identify corrective actions: Open communication about quality issues allows for timely identification and resolution of problems.
4. Individuals are enthusiastic about producing high-quality outcomes: When individuals are passionate about the work they do and take pride in their output, they are more likely to strive for high-quality results. Enthusiasm and commitment to quality contribute to overall project success.
I disagree with the following statements:
Quality is an internal focus: While internal processes and standards are important for ensuring quality, ultimately, quality should be focused on meeting external requirements and customer expectations.
2. Quality problems should be concealed from customers and possibly managers: Concealing quality problems undermines trust and integrity. It can lead to larger issues down the line and damage relationships with customers and stakeholders.
3. Team members do not produce quality outputs without close supervision: Trusting team members to deliver quality work without constant supervision fosters autonomy, empowerment, and accountability.
I agree with the following statements:
– Quality should be focused on the customer’s needs.
– Quality should be considered from the beginning of the project.
– Quality issues should be discussed openly to find corrective actions.
– People are keen on producing quality outputs.
I disagree with the following statements:
– Quality is focused internally.
– The execution phase of a project is the most critical to achieve quality targets.
– Quality problems should be hidden from customers and possibly also managers.
– Team members do not produce quality outputs without close supervision.
Module 5 Lesson 5
What is Quality
Customer-Centric Focus:
Quality, at its core, should be a mirror reflecting the aspirations and needs of the customer. Understanding the client’s expectations, preferences, and challenges is paramount. It’s not just about meeting specifications but ensuring that the final deliverable aligns seamlessly with the customer’s vision and requirements. In essence, the success of a project is measured not just in technical specifications but in the satisfaction of those for whom the project was undertaken.
Internal Focus:
While customer satisfaction is paramount, quality is also an internal affair. It involves the meticulous adherence to standards, processes, and best practices within the project team. Each team member bears a responsibility for the quality of their contributions. Internal cohesion and communication are pivotal to ensure that everyone is on the same page regarding quality standards, creating a collective commitment to excellence.
Proactive Consideration from Inception
Quality is not a retrofit; it should be a companion from the project’s inception. Considering quality aspects at the project’s embryonic stage sets the tone for the entire endeavor. This involves robust planning, defining clear objectives, and establishing quality metrics early on. A proactive approach allows for the integration of quality into every facet of the project rather than addressing it as an afterthought.
Now reflect on the following statements about quality.
Quality should be focused on the customer’s needs.
Quality is focused internally.
Quality should be considered from the beginning of the project.
The execution phase of a project is the most critical to achieve quality targets.
Quality issues should be discussed openly to find corrective actions.
Quality problems should be hidden from customers and possibly also managers.
People are keen on producing quality outputs.
Team members do not produce quality outputs without close supervision.
The second statement, “quality is focused internally,” is not completely accurate. While it is true that quality must be considered internally, it is ultimately the customer who determines whether a product or service meets their needs and expectations. Quality should always be focused on meeting the customer’s needs first and foremost.
The fifth statement, “quality problems should be hidden from customers and possibly also managers,” is very problematic. Quality problems should never be hidden from anyone, especially not from the people who are affected by them – the customers. If quality problems are not addressed openly and honestly, they will never be fixed, and the quality of the product or
service will suffer as a result. Additionally, hiding quality problems from managers means that they are not able to make informed decisions about how to improve the quality of the product or service. Transparency is key to achieving quality targets, and hiding quality problems is a sure way to prevent that from happening.
Finally, the seventh statement, “team members do not produce quality outputs without close supervision,” is also problematic. While it is true that some team members may need more guidance and support than others, it is not true that all team members are incapable of producing quality work without close supervision. In fact, micromanaging team members can often have
Looking at the statements about quality, i agree with 1.Quality should prioritize the customer’s needs.the customers being the sole target should be sertisfied
2. Quality is an internal focus. Since now one wants to waste resources and energy, quality should be one important thing to always consider.
3. Quality issues should be openly discussed to identify corrective actions.most times when we are aware of the needs of the customers it helps to improve on the quality .
Ogheneochuko Ogheneruona
Discussion on Quality
Quality refers to how good something is compared to other similar things. In other words, its degree of excellence
In business, especially manufacturing, it is a measure of excellence. In this context, it can also refer to a state of being defect-free.
The ISO 8402-1986 standard defines quality as:
“The totality of features and characteristics of a product or service that bears its ability to satisfy stated or implied
The term contrasts with the word ‘quantity.’ When somebody says ‘how much,’ we think about quantity
In business, manufacturing, and engineering, the term has a pragmatic interpretation as the superiority or non-inferiority of something. It also refers to a product as ‘fit for purpose,’ while at the same time satisfying consumer expectations. Considering the various definition of quality,
I agree with the following;
1.Quality is an internal focus.
2.Quality should be considered from the project’s inception.
3.The execution phase of a project is crucial for achieving quality goals.
4.Quality issues should be openly discussed to identify corrective actions.
5. Team members do not produce quality outputs without close supervision.
I disagree with the following;
1. Quality problems should be concealed from customers and possibly managers.
2. Quality should prioritize the customer’s needs.
3.Individuals are enthusiastic about producing high-quality outcomes.
Quality should prioritize the customer’s needs: Quality should align with meeting customer requirements and expectations. Customer satisfaction is a critical aspect of quality.
Quality is an internal focus: While internal processes and standards contribute to quality, the ultimate focus should be on delivering value to the customer. External factors, such as meeting customer needs, play a significant role.
Quality should be considered from the project’s inception: Quality planning and consideration should begin early in a project’s lifecycle. Addressing quality issues early prevents costly rework later.
The execution phase of a project is crucial for achieving quality goals: Execution is where the actual work happens. Proper execution ensures that quality standards are met and that deliverables meet expectations.
Quality issues should be openly discussed to identify corrective actions:: Transparency is essential. Openly discussing quality issues allows for timely identification and resolution. It promotes continuous improvement.
Quality problems should be concealed from customers and possibly managers: Concealing quality problems is unethical and harmful. Transparency is vital for trust and improvement. Problems should be addressed openly.
Individuals are enthusiastic about producing high-quality outcomes: Enthusiasm for quality varies among individuals. Ideally, team members should be motivated to deliver high-quality work.
Team members do not produce quality outputs without close supervision: While supervision is essential, empowered and skilled team members can produce quality work independently. Trust and training are crucial.
Discussion on quality
Quality according to Wikipedia, has a pragmatic interpretation as the non-inferiority or superiority of something; it is also defined as being suitable for the intended purpose while satisfying customer expectations.
The Oxford Dictionary defines it as the standard of something as measured against other things of a similar kind; the degree of excellence of something or distinctive attribute or characteristic possessed by someone or something.
Enrique Diaz (2014) defined quality as conformance to specifications. The degree to which a product meets the design specifications and offers a satisfaction factor that fulfils all the expectations that a customer wants
In general, quality refers to “producing a good or service that conforms to the specification of the client in the right quantity, and at the right time”. The product or service should not be lower or higher than the specification (under or over quality). Over quality leads to unnecessary additional production costs so it should not be considered a “good” thing.
Given the above, it is clear that quality should be:
• Focused on the customer’s needs.
• Considered from the beginning of the project.
• Should be discussed openly to find corrective actions.
• People are keen on producing quality outputs.
• Giving consideration not only at the execution phase of a project but throughout the entire phases, that is from commencement to delivery
It should also be noted that:
• Quality is not only focused internally but also externally
• Quality problems should not be hidden from customers and managers.
• Team members should produce quality outputs with or without close supervision