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 do agree with most of the points outlined with regards to quality.
I strongly recommend that every project should begin with quality in mind and sufficiently maintained and sustained throughout every stage of the project. Discussing it openly will always help team members to align themselves with the organization’s vision and mission which is ultimately to satisfy customers. So for me, it should be quality, quality and quality all through.
The totality of attributes of a good or service which meets the requirements of buyers of customers is Quality.
Now, to the statements about Quality and how I agree with them.
Quality should be focused on the the customers needs. Take for example, as the lead tailor and creative lead in my organization where we make unisex outfits, the customers need s as d satisfaction is the greatest concern of any project(dress/outfit). Quality should be considered from the beginning of the project through to the very end of the project. We make sure the garments made undergo a quality control check even right from selection of fabric to cutting and stitching to achieve desired design /style. The execution phase of a project is the most critical to achieve quality targets. After setting realistic goals to be met, executing the set goals to achieve quality result is not an easy feat.
Quality issues should be discussed openly and not swept under the carpet to avoid repetition and to find solution .
Not everybody is keen on producing quality outputs. Some people need extra motivation and push to do certain tasks and produce quality results.
Team members do not produce quality outputs without close supervision. This is a two way thing. There are different members in a team with different skill set, the novices might need close supervision although in the sane team, the experienced members do not necessarily need the close supervision to produce quality outputs.
The essence of Project Management is to a large extent focused on achieving the desired output and outcome from specific projects in line with the customer’s needs which should be defined and considered from the beginning of the project considering the available budget, scheduled delivery timeline, the skills and blend of the project team.
These factors determine the quality of projects.
I agree with some of the points raised about quality. However, I have a different opinion on some as well. I can relate this to my experience as a teacher.
As a teacher, quality means alighning myself with the school goals, vision and mission which were designed to satisfy parents (customers).
In the class, I consider quality by setting learning objectives at the beginning of execution of projects ( teaching)
Discussing quality openly simply means I share my challenges with my colleagues or boss with the aim of finding solution to the challenge. For instance if a learner is struggling, I can talk to my colleagues if they have had similar experience and how they tackled it.
I think the situation/ issue determines whether it should be openly discussed with customers or not… It’s better to be diplomatic when discussing quality issues with parents. Of course, the manager should be aware of quality issues in order to know where to step in to manage the situation.
Supervision is essential to maintain quality. It serves as a tool for appraisal of teachers.
1. Customer needs should take precedence when prioritizing quality.
2. Quality primarily pertains to internal aspects.
3. Quality should be a consideration right from the start of a project.
I agree with some of the points mentioned above on Quality. Likening this to my real life experience as a Caterer/baker.
I will say that Quality is like aiming to make the best cake possible. You should always keep in mind what the person eating the cake (the customer) likes. The most important rule is focusing on what the customer wants.
Now it’s not just about the customer. One has to pay attention to the cake making process from the start. Don’t wait until it’s in the oven to think about making it great. Plan it out carefully and make sure you have the right ingredients and tools.
While baking (the execution phase) is critical, it’s not the only important step. Quality matters at every stage, from choosing the recipe (planning) to mixing the ingredients (design) to checking if it’s baked just right (testing).
Whenever something goes wrong with the cake, it’s best to talk about it and figure out how to fix it. Hiding problems won’t make the cake taste better, this is where the importance of open communication comes in
The problems shouldn’t be hidden from the consumers(who will eat the cake) or the team members helping out in the kitchen. Keeping secrets about quality issues is a big no-no. Honesty is the best policy here.
When it comes to the people making the cake (the team members), most of them want to make it the best they can. They take pride in their baking skills.
You don’t always have to watch over their shoulder while they’re baking. Many can make a great cake on their own if they know what’s expected and have the right tools.
In a nutshell, quality is about making the best cake having the customer’s interest at heart, planning carefully, being open about problems, and trusting your team members to do their best.
My opinion on the true statement of quality is detailed below.
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.
Team members do not produce quality outputs without close supervision.
• I agree with the assertion that quality should put the demands of the customer first since customers will offer insightful input, which the team can use to enhance project outcomes.
• I disagree that quality is an internal focus because feedback on projects should come from all stakeholders and the project manager needs to create a structure (such as weekly regular status reports) to collect this feedback since it is essential for the project to advance to the next stage. Therefore, if quality issues are restricted to internal stakeholders exclusively, it may have an impact on the project’s output quality.
• The project manager will be able to control project outputs from beginning to end if quality is taken into account from the beginning. It is vital to begin planning for project quality outputs from the project’s inception.
• The project’s execution phase is vital for reaching quality goals since it is here that the planning stage’s theoretical elements are transformed into concrete actions and put into practice.
• Yes, as this respects the principles of project management—transparency and integrity—and also creates confidence among project team members and stakeholders, quality issues should be publicly discussed to identify corrective solutions.
• Yes, as it should be, people are eager to create high-quality results.
• Team members cannot generate high-quality results without constant oversight. strongly object.
• No, project quality issues shouldn’t be kept a secret from clients and perhaps even managers.
I consider the following statements false because quality should be the number one priority for all members of a project team.
• Quality problems should be concealed from customers and possibly managers.
• Team members do not produce quality outputs without close supervision.
Everyone should be involved in total quality management while also identifying and correcting quality problems at every stage of a project. Additionally, team members are capable of producing high-quality outputs without close supervision, especially if they are given the proper training and resources.
The following statements are considered true because quality is ultimately about meeting the needs of the customer. It is important to focus on quality throughout the entire project life cycle, from inception to execution to completion. Quality issues should be openly discussed and addressed so that they can be corrected before they cause any problems. Additionally, individuals are generally motivated to produce high-quality work, especially if they are allowed to learn and grow.
• 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.
• Individuals are enthusiastic about producing high-quality outcomes.
I would agree with the majority of the points with the exception of the last three which were
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.
Quality is a teamwork and should not be hidden from the manager or staff. The expectations of the customer should also be taken into consideration and the project team should try to exceed them.
As a project manager ensure quality from the starting of a product in a particular way that there is rule and standard to that production. So when you start getting feedback or complain about it that means the standard is been compromised so is the duty for internal control to ensure the quality of the end product before it go to customers or public for use. Secondly if it is project not product the project manager must ensure thet the lay down standard of that process is duly followed from the beginning to the end without lapses.