Project Quality Responsibility
When all stakeholders on a project work towards ensuring project quality it “reduces the amount of rework or inefficiency” as well a “firm’s effective management of technology and quality lead to better market position and increased competitiveness” (Loke, et al, 2012 p.782). Being able to deliver a quality product or service so the customer is not impacted can potentially result in the customer receiving a better product or service. “Reliable products and low defect rates reflect an ethical approach of management’s care for its customers” as it will show that a company’s ethics are that they have “good quality management.” (Foster, 2010, p.107)
The best way to have quality on any project is for all stakeholders to be part of the development of what they feel quality is and how it should be measured. “Effective collaboration are useful for capturing cost savings, enhancing customer satisfaction, facilitating synergies, adding value to all supply chain partners and ultimately remaining competitive in the industry” (Loke, et al, 2012, p.777).
Both internal and external stakeholders need to be involved in quality on projects. Internal stakeholders need to identify their expectations for what quality levels both the internal and external resources should perform on the project. The resources will need to agree to provide that level of quality. Documenting how those quality levels are measured needs to be clear and concise so all parties, which includes stakeholders, can monitor and track quality throughout the project.
Project Quality Measurements
At the start of the project, identifying and documenting how the project team will measure quality throughout the life of the project will help ensure the end product is of quality that everyone can be proud of. “Creating a quality management system can help organizations and other stakeholders in satisfying customer needs and expectations” (Szabo, 2011, p.75). These measurements will help identify if the project is a success or failure.
Szabo (2011, p.88) identified what is required by an organization in monitoring and measuring for quality during the project lifecycle:
- Customer satisfaction
- Internal audits
- Making process
- Product compliance has been established
- Demonstrate the product compliance
- Ensure quality management system compliance
- Continuously improve effectiveness of the quality management system
When defining what the objectives of quality are that needs to be measured, the stakeholders need to ensure they are obtainable, set specific goals, make sure they are understandable, and state specific deadlines. (Kerzner, 2009, Location 19385). Making sure you understand what the project scope and objective is helps ensure that customer and stakeholder satisfaction will be an important aspect when developing the quality measurements.