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 that quality should priotize the customer’s needs. The customer is king and the reason for being in business therefore , quality should be priotized around the customer’s needs.
I also agree that quality should be considered from the project inception. Quality can only reflect in the output if it is injected into the entire process from the very beginning.
I agree that the execution phase of a project is crucial for achieving quality goals. Execution is the starting point of a project and the effective plannings and take off strategies determine the achievement of its quality goals.
Finally, quality issues should be openly discussed to identify corrective actions. Quality should be an everywhere and everybody discussion so that everyone keeps abreast of the product expectation that it should be nothing short of the agreed specification and if anything different results, it is easily noticed by anybody and immediate corrective measure is taken to ensure quality delivery throughout.
On the way round, I wont agree with the followings.
– That quality is an internal focus. Quality is more than an internal focus. It is an external focus as well.
Quality problems should be concealed from customers and possibly managers. This is a way of compromising quality and it is not in favour of the organization over time.
Individuals are enthusiastic about producing high quality outcomes. This generalization for everybody and so cannot be said to be true.
Team members do not produce quality outputs without close supervision. This statement might be true in part but not entirely. Some employee work with little or no supervision and their delivery is tested and trusted anytime.
I agree that quality should prioritize the customer’s needs as it should be centred on the customer’s expectations or requirements that should be met.
I disagree with quality been an internal focus only, as all hands must be on deck to ensure the quality of the project, that is, both the internal and external focus are crucial to the project’s quality.
I agree that quality should be considered from the project’s inception. In essence from the starting point or early stage of a project plan, quality should be considered.
The execution phase of a project is crucial for achieving quality goals. I agree with this because the execution phase is paramount to its quality as its quality is paramount to achieving project objectives.
Quality issues should be openly discussed to identify corrective actions. This ensures transparency and good flow of communication. Discussing quality helps identifying challenges and proferring solutions to these challenges.
Quality problems should be concealed from customers and possibly managers. I disagree with this because stakeholders and customers ought to be engaged in the execution process of the project and bringing to their notice, possible quality problems, as this builds trust and enhances transparency, assurance and accountability.
Individuals are enthusiastic about producing high-quality outcomes. I agree to this since it’s a personal goal of each team members to produce high quality outcomes, this is seen as a project success.
Team members do not produce quality outputs without close supervision. Close supervisor should be to an extent. Team members should be given the space and autonomy to do what they do best
Unlimited close supervision does not give room for the full exploration of team member’s skills and knowledge to the fullest, thereby obstructing sufficient evaluation and assessment of team members’ performance against expectations, or an explicit or implicit set of standards.
Sunday Nathaniel Ngwamah,
Cohort 12, team 10
I agree with the following statements:
“Quality should prioritize the customer’s need”, “Quality should be considered from the project’s inception”, “The execution phase of a project is crucial for achieving quality goals”, “Team members do not produce quality outputs without close supervision.”
The essence of a project or product is to serve a need. Apart from the longevity and usefulness of a project, the user or beneficiary should determine what a quality is.
For the final output quality of a project to come out as expected too, it has to be defined from the inception and kept in view while it is being pursued throughout all phases of the project.
Execution is equally as important in the project as the conception phase, and therefore the project manager needs to be diligent throughout the execution phase to ensure final quality.
Finally, team members need to be led, monitored, reminded and motivated towards quality production for it to be realised.
Here are my reactions to the quality concept prompts:
1. Quality should prioritize the customer’s needs. Agreed with, because the customer’s needs are one determinant of quality service or product. I agree with this.
2. Quality is an internal focus: I disagree because all the stakeholders (both internal and external) are involved in assuring quality through different mechanisms. For example, from customers’ feedback, quality is enhanced.
3. Quality should be considered from the project’s inception: Indeed, quality assurance is planned (set standards and expectations), monitored, and evaluated. During a project’s inception, quality is one of the items to focus on early.
4. The execution phase of a project is crucial for achieving quality goals: Agreed with this because the plan made should be consistent even in the execution. The standards should be complied with during the execution to match effectiveness and efficiency.
5. Quality issues should be openly discussed to identify corrective actions: Yes, especially in a team everyone is concerned, so the project manager should ensure transparency in all stages of the project quality assurance.
6. Quality problems should be concealed from customers and possibly managers: This is not accurate because all the stakeholders should be informed on the quality plan, implementation, and outcomes for decision-making. Managers should access the report and other relevant documentation with evidence. Customers should be allowed to provide feedback and from this, improvement is possible.
7. Individuals are enthusiastic about producing high-quality outcomes: This is conditional to the organizational culture and project situation. If the staffing is friendly, motivation is practical, resources are readily available, quality is well planned and has been made a priority, indeed individuals are committed and excited to assure high-quality throughout each step of the project.
8.Team members do not produce quality outputs without close supervision: This depends on the organizational culture and work environment (safeguarding). For instance, when the staffing is considerate, the staff are informed and motivated, resources are supplied, quality is well planned and has been made a priority (clear expectations), training is provided, etc indeed individuals are committed and excited to harness high-quality outcomes with less supervision. Close supoervsion might be interpreted as distrust which is an indicator of micromanagement and this ultimately means less quality.
Quality is a factor to underscore for project to achieve its goal.
I agree with both definitions because characteristics of a product to meet customer quality is same as outputs or service conformed with requirements. To achieve customer quality or outputs conformed with requirements , quality should be applied at all level to meet quality targets.
Quality should prioritize the customer’s needs. quality target
Quality is an internal focus. both internal an external focus.
Quality should be considered from the project’s inception. right from the concept.
The execution phase of a project is crucial for achieving quality goals. not only the execution phase but all phases of a project are crucial to achieve quality goals.
Quality issues should be openly discussed to identify corrective actions. honest and opened discussion will not only identify corrective actions but would improve the quality of the outputs.
Quality problems should be concealed from customers and possibly managers. not all problems should be discuss with stakeholders as their feedback would definitely help us improve the quality.
Individuals are enthusiastic about producing high-quality outcomes.
Team members do not produce quality outputs without close supervision. not all the time because a skillful team sometimes does not require micromanagement
Cohort 12-Team 2
* Quality should prioritize the customer’s needs – I Agree
* Quality is an internal focus – I Disagree
* Quality should be considered from the project’s inception – I Agree
* The execution phase of a project is crucial for achieving quality goals – I Agree
* Quality issues should be openly discussed to identify corrective actions – I Agree
* Quality problems should be concealed from customers and possibly managers – I Disagree
* Individuals are enthusiastic about producing high-quality outcomes – I Agree
* Team members do not produce quality outputs without close supervision – I Disagree
I agree with the notion that quality should be considered from the project inception..
This is so because , from the beginning of the project, all team players involved , from the sponsor of the project down to the various teams involved in carrying out the project needs to be on the same page.tbey have to spell out the terms on the expectations of the project.
A sponsor wants to minimize cost thereby releasing minimal funds that will affect the execution of the project as well as undermining the quality of the project puts the project managers and his or her team at risk .which may lead to the revocation of licence and government legislations. Bearing in mind that all projects have specified laid down procedures and standard to be followed.
From the above statements about quality, I agreed with all except no. 6 which says that quality problems should be concealed from customers and possibly managers. This is not correct because it can tarnish the image of the company.
Quality is bringing out the best of the company’s goods or services for customers’ consumption bearing in mind the organization’s image and standard.
Making the customers’ needs and expectation a priority is key to quality delivery. From the inception of the project, the project manager must have quality at the back of his mind because of the organization’s image. Having this at the back of his mind should prompt him into ensuring that the team members are encouraged, closely supervised to execute a quality project that will produce quality and desired outcome that will satisfy the customer’s needs.
Quality means delivering outcomes that meet or exceed predefined standards and stakeholder expectations. It involves ensuring that processes, products, and deliverables align with specified requirements, demonstrating reliability, durability, and effectiveness. Quality management encompasses rigorous planning, continuous monitoring, and proactive risk mitigation to uphold high standards throughout the project lifecycle. Ultimately, achieving quality in project management leads to successful outcomes and stakeholder satisfaction.
Quality should prioritize the customer’s needs:
Agree: Prioritizing the customer’s needs ensures that the final product or service aligns with what the customer values, leading to higher satisfaction and success.
Quality is an internal focus:
Disagree: While internal processes are essential, the ultimate measure of quality is often external – meeting or exceeding customer expectations.
Quality should be considered from the project’s inception:
Agree: Considering quality from the beginning helps in setting the right standards, identifying potential issues early, and preventing costly rework.
The execution phase of a project is crucial for achieving quality goals:
Agree: Execution is where plans are put into action, and the quality of execution significantly impacts the final outcome.
Quality issues should be openly discussed to identify corrective actions:
Agree: Open discussion is vital for continuous improvement. Identifying and addressing quality issues openly helps in finding effective solutions.
Quality problems should be concealed from customers and possibly managers:
Disagree: Transparency is crucial. Concealing quality problems can lead to trust issues, and it’s better to address issues openly for effective resolution.
Individuals are enthusiastic about producing high-quality outcomes:
Agree: Enthusiasm and commitment to quality are often key drivers for achieving high standards in outcomes.
Team members do not produce quality outputs without close supervision:
Disagree: While supervision can be important, a well-motivated and trained team can produce quality outputs independently. Trust and empowerment are essential for fostering a quality-driven culture.