There are many tools and techniques that can be used to track and measure quality for projects. Identifying what tools to use will depend on the project, stakeholders and what they want to measure. Samplings of some tools that are beneficially in measuring performance of the project are surveys from stakeholders and customers, a Balance Scorecard which helps to identify key performance indicators of how the project is performing, and Control Charts which help to show that the project is having issues.
One way to ensure customer satisfaction is to ask for customer feedback. This is an “element of quality management” that “entails the gathering of appropriate data and processing it in a way that provides useful information that will remedy problems and suggest ideas for improvement” (Al-Zu’bi et al, 2012, p.10). Figure 1 provides a sample of a survey which could be used for internal as well as external customers to gather their feedback. Feedback can be done throughout the project lifecycle as well as at the project end. Stakeholders need to agree when surveys should be done in order to provide them with data they can use to measure if the project is giving their customers what they were expecting.
|1 – Strongly Disagree||2 – Disagree||3 – Neutral||4 – Agree||5 – Strongly Agree||0 – N/A|
|The product improved my processes|
|The product does not have any defects|
|Documentation was as expected|
|The product quality balances to the cost|
Figure 1 – Survey