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.
Estela Weir
Antony Penn
Micah Patteson
Werner Watts
Lyn Vanhorn
I agree with most of the statements, like the first one that says, Quality should be focused on the customers’ need. this is because it is important as a project manager that your client or project sponsor derive satisfaction as the result of the project.
another statement I agree to is, people are keen on producing quality outputs. This is because nobody would want to be hired and at the end of the day produce outputs with no quality, it will be seen as waste of time, and resources.
I agree that quality should focus on meeting the customer’s needs within a specific timeframe and budget. Each customer has unique expectations regarding the desired outcome of a project. Therefore, a project manager must learn to work within the customer’s budget while ensuring those needs are addressed effectively.
Quality should be considered from the very beginning of the project. Both parties need to clearly understand the project specifications and expected outcomes. Having a detailed requirements document is essential for the project manager to follow, as it helps prevent misunderstandings and issues later on.
Open communication about quality is also crucial. If any aspect of the work does not meet the customer’s requirements, corrective actions should be discussed and implemented promptly.
I agree that quality should prioritize customer needs since meeting expectations is central to any definition of quality. It should also be built into a project from the very beginning, not left until execution, though the execution phase is still critical for achieving planned goals.
Quality issues should always be discussed openly so corrective actions can be taken early. Concealing problems, only undermines trust and damages outcomes.
I believe most people are motivated to deliver quality work when given the right tools, and support. However I disagree that close supervision is the only way to achieve it. Autonomy and accountability often produce better results than micromanagement.
Overall, quality is both about strong internal processes and an outward focus on the customer.
Quality in a project should always be considered as to meet up with the organisational culture and customers’ demand.
I agree that quality should be focused on the customer’s needs because at the end of the day, the project is only successful if it meets what the customer expects and finds useful. This is consistent with the idea of “fitness for purpose.”
I also believe that quality should be considered from the beginning of the project. If it is left until the execution phase, it may be too late to correct mistakes without wasting time and resources. Planning for quality from the start helps avoid bigger problems later.
Another point I strongly support is that quality issues should be discussed openly to find corrective actions. Hiding problems does not help the team or the customer, it only creates bigger risks. Honest conversations about issues make it easier to learn, improve, and deliver better results.
I do not agree with the statement that quality is only focused internally or that problems should be hidden from customers or managers. Quality is about both the process and the outcome, and transparency is essential.
Finally, I believe that people are naturally keen to produce quality outputs, but they need the right environment, support, and leadership to do so. While supervision is important, trust and empowerment usually encourage better quality than constant close monitoring.