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.
1. Quality should be focused on the customer’s needs: This means that the primary objective of ensuring quality in any project or product should be to meet the requirements and expectations of the customer. By understanding and addressing the customer’s needs, we can deliver a high-quality outcome that satisfies their expectations.
2. Quality is focused internally: While it is important to consider the customer’s needs, internal focus on quality is also crucial. This involves setting high standards, establishing efficient processes, and ensuring that the team members have the necessary skills and resources to deliver a quality output. By focusing internally, we can create a culture of excellence and continuous improvement.
3. Quality should be considered from the beginning of the project: Quality should not be an afterthought; it should be integrated into the project right from the start. By considering quality at the beginning, we can plan and design processes that prioritize quality, identify potential risks, and establish metrics to measure and monitor quality throughout the project lifecycle.
4. The execution phase of a project is the most critical to achieve quality targets: While quality should be considered from the beginning, the execution phase is where the rubber meets the road. It is during this phase that the project is implemented, and any deviations from the quality targets can have a significant impact on the final outcome. Therefore, it is crucial to pay close attention to quality during the execution phase to ensure that the project meets the desired quality standards.
5. Quality issues should be discussed openly to find corrective actions: Open and transparent communication is essential when it comes to addressing quality issues. By discussing quality problems openly, team members can collaborate to identify the root causes, brainstorm solutions, and implement corrective actions. This fosters a culture of learning and improvement, ultimately leading to better quality outcomes.
6. Quality problems should be hidden from customers and possibly also managers: This statement is not aligned with the principles of transparency and trust. Hiding quality problems from customers or managers can lead to further issues down the line, erode trust, and damage relationships. It is important to address quality problems openly and honestly, involving stakeholders in the process to find solutions and prevent similar issues in the future.
7. People are keen on producing quality outputs: It is generally true that people take pride in their work and strive to produce quality outputs. When individuals are motivated, engaged, and empowered, they are more likely to deliver high-quality results. By creating a supportive environment, providing the necessary resources, and recognizing and rewarding quality work, we can harness this innate desire for quality and drive better outcomes.
8. Team members do not produce quality outputs without close supervision: While supervision and guidance are important, it is not accurate to assume that team members cannot produce quality outputs without close supervision. With proper training, clear expectations, and a supportive work environment, individuals can take ownership of their work and deliver quality outputs independently. Trusting and empowering team members can foster a sense of responsibility and accountability, leading to better quality outcomes.
I’m in agreement with points 1,2,3,4&8 because I think they are essential in any project quality.
I agree with the points that; quality should be discussed with the customer at the fist meeting, it should be the main focus of the team, quality issues should be discussed with the customers and not hidden from them.
I agree with points 1,3,4 &8. I think they are very important in ensuring the quality of a project output.
With my present experience in the pharmaceutical world i agree with all the statement mentioned above.
From my manufacturing experience, i would agree with points 1, 3 and 5. Points 7 and 8 depend on whether the organization imbibes quality as a value. Quality is culture as this is surely important for organizations that see it as such regardless of whether it is operations, engineering or projects.
I would disagree with point 2 because for quality to be a value in an organization, it has to be first cultural. While it must first be internalized, it should eventually transcend across all employees, stakeholders and even project teams.
While point 4 is true, i am of the opinion that planning, sourcing amd even team selection are crucial for achieving quality goals.
1. Quality should be focused on customer’s needs: Agree.
2. Quality is focused internally: Agree.
3. Quality should be considered from the beginning of the project: Agree.
4. The execution phase of the project is the most crucial to achieve quality targets: Not entirely correct as project lifecycle culminates to its overall quality during the execution phase. Quality is as cost at every phase of the project lifecycle.
5. Quality issues should be discussed openly to find corrective actions: Quality issues are sensitive issues and should be discussed within the project team and wisely.
6. Quality problems should be hidden from customers and possibly also managers: From customers, yes. Any communication of quality issues with customers should be done strategically to protect the customer and also the organization. Quality problems should never be hidden from the managers.
7. People are keen on producing quality outputs: Agree.
8. Team members do not produce quality outputs without close supervision: Strongly disagree for an experienced project team.
I agree with 1,3,4 & 5. Ultimately i believe ethics has a large role in delivering quality projects. Companies that consistently deliver quality projects, you will find have a strong ethics which is robustly adhered to.
An Igbo adage says, when a road is good, it’ll be worth passing through a second time.
The quality of service render would determine is a client should return for more, or look elsewhere.
Quality should largely be based on users’ needs, the company’s ethics, and meeting up with the regulatory standard. Making quality a priority helps the company to gain market control and carve a niche for themselves in the industry