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.
3. Quality should be considered from project inception
I agree that quality should priorities the client’s needs but it should also be a reflecrion of the organisations ability to performno.matter who the client is. Quality is definitely an internal focus and should be prioritised from inception and monitored as one of the KPIs during observation.
Quality issues should indeed be discussed openly. It is important for the team to be clear on what is expected at the end.
Quality products and services should never be compromised. Every stakeholder and end user expects value, reliability, and excellence.
One of the most effective ways to measure quality delivery is through feedback. Honest feedback provides insight into customer experience, highlights areas for improvement, and confirms whether expectations are truly being met.
Organizations that listen to feedback and act on it consistently position themselves for long-term trust, growth, and success.
Quality is non-negotiable. It must be upheld for stakeholders, team members, and end consumers alike because consistent quality is what drives excellent, satisfactory outcomes.
As the saying goes: over deliver, never underdeliver. That’s the true insight into quality work.