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.
Quality should be considered from the beginning of the project and obviously must be focused on the customer’s need. Before the commencement of any project, the quality should be ascertain and planned, during and after the execution stage, the level of correction would be minimal and pointed to the right direction since the level of supposed quality has been known.
Quality is all about satisfying and meeting the customer or client’s expectations.
Quality is very important to the successful outcome of delivering the project.
Quality is prioritizing and satisfying customers need within timeframe and their cost or budget.
In order to increase customer happiness, ensure market relevance, create value, facilitate continuous development, differentiate enterprises, and nurture long-term success, quality should in reality be centered on the needs of the customer. Businesses can forge closer bonds with their clients and prosper in the current competitive environment by prioritizing customer-centricity.
Quality should indeed be focused on customers’ needs because doing so drives customer satisfaction, ensures market relevance, creates value, facilitates continuous improvement, differentiates businesses, and fosters long-term success. By making customer-centricity a priority, businesses can build stronger relationships with their customers and thrive in today’s competitive landscape
Quality in project management refers to meeting or exceeding the expectations and requirements of stakeholders regarding the project’s deliverables, timeline, and budget. It involves ensuring that the project is completed to a high standard, free from defects or errors, and achieves its intended objectives effectively and efficiently. Quality management processes typically include planning, assurance, and control activities throughout the project lifecycle to ensure that quality standards are upheld.
I agree with statements 1,3,4 and 5.
I disagree with the sixth statement that “quality problems be concealed from customers and managers”. This is deceit, which may breed distrust as customers may not trust the project manager/team’s judgement.
Also, I disagree with the seventh statement that “individuals are enthusiastic about producing high-quality outcomes”. Without being bias, some people don’t really care about the quality of a given project/outcome. Anyhow it’s done is fine by them, thus, they may not put in much effort or interest into it.
Lastly “Team members do not produce quality outputs without close supervision”. I partially agree and disagree with this statement. The level of enthusiasm of a team may depend on the individuals involved in a project or the project manager.
Quality of projects depend on customer budget and need.
Every PM should be quality minded and as such every project should begin with quality.
I disagree that quality problems should be concealed from anyone that’s part of the team.
Yes from experience most team members only give their best when closely supervised.
Quality should be focused on the customer’s needs: I agree with this statement. Ultimately, quality should align with meeting or exceeding the expectations and requirements of the customer. Customer satisfaction is a critical aspect of quality management.
Quality is focused internally: I partially agree with this statement. While internal processes and standards are important for ensuring quality, they should ultimately serve the purpose of meeting external customer needs. Internal focus should complement, not overshadow, the external focus on customer satisfaction.
Quality should be considered from the beginning of the project: I fully agree with this statement. Quality should be integrated into every phase of a project, starting from its inception. Considering quality early helps in preventing issues downstream and ensures that the final deliverable meets or exceeds expectations.
The execution phase of a project is the most critical to achieve quality targets: I partially agree with this statement. While the execution phase is indeed crucial for implementing quality standards and processes, the groundwork laid during planning and design significantly influences the success of quality targets. Each phase of the project lifecycle plays a critical role in achieving quality.
Quality issues should be discussed openly to find corrective actions: I fully agree with this statement. Open communication about quality issues is essential for identifying root causes and implementing effective corrective actions. Transparency fosters a culture of continuous improvement and accountability.
Quality problems should be hidden from customers and possibly also managers: I strongly disagree with this statement. Hiding quality problems not only undermines trust with customers and managers but also prevents the opportunity to address issues and improve processes. Transparency is key in building credibility and fostering long-term relationships.
People are keen on producing quality outputs: I agree with this statement. In general, people take pride in their work and strive to produce quality outputs. However, this can vary depending on individual motivation, organizational culture, and the presence of supportive processes and systems.
Team members do not produce quality outputs without close supervision: I disagree with this statement. While supervision and guidance can be beneficial, many team members are capable of producing quality outputs independently, especially if they are properly trained, empowered, and motivated. Trusting employees and providing them with the necessary resources and support often leads to higher-quality results.
In conclusion, ensuring quality in any endeavor is a multifaceted and dynamic process that requires careful consideration of various factors. It’s crucial to prioritize the alignment of quality with customer needs, integrate quality considerations from the project’s inception, maintain open communication about quality issues, and foster a culture of transparency and continuous improvement. While supervision and internal focus are important, they should complement, not overshadow, the ultimate goal of meeting customer expectations. Trust in team members’ abilities, coupled with effective processes and support, is key to consistently delivering high-quality outputs. Ultimately, a commitment to quality throughout every phase of a project is essential for long-term success and customer satisfaction.
I agree with all the statements about quality, except 3 of them.
I don’t agree with the statement “Quality problems should be hidden from customers and possibly also managers.” because doing this makes the clients lose trust in you.
Also, people are not always keen on producing quality outputs. A lot of people are either focused on quantity or on profits.
“Team members do not produce quality outputs without close supervision.” – I kind of agree with this but I also believe this is true about a lot of things.
Oliyide Oluwatobi
Cohort 13
Team 10
Quality should be focused on Customer’s needs and it should be considered from the beginning of the project so that the budgeting will be made. Quality issues should also be discussed openly( this is where feedbacks come in) to find corrective actions. Some team members may compromise on quality without supervision so they need to be supervised ny the PM to be sure they are adhering to the project goals on quality.