Quality

August 24, 2025
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What is Quality?

In project management, quality refers to how well a product, service, or process meets the requirements and expectations set by stakeholders. It is not just about the outcome, but also about the processes used to achieve it. Maintaining high quality involves planning, assurance, and control to ensure the result is fit for purpose. It means delivering work that meets standards, satisfies customer needs, and avoids defects or rework.

Both objective standards and subjective expectations define quality. For example, a product might meet all technical requirements but still fall short if users find it difficult to use. Project teams must therefore consider both measurable criteria and stakeholder satisfaction when managing this aspect of a project. It is a shared responsibility across all project roles.

Key Points

  • Its management includes three main processes: planning, assurance, and control.
  • High quality means meeting or exceeding stakeholder expectations while staying within scope, time, and cost limits.
  • It applies to both the deliverables and the processes used to produce them.
  • Continuous improvement methods like PDCA (Plan-Do-Check-Act) help maintain and raise quality standards over time.
  • Teams should incorporate it into the project from the outset, rather than adding it at the end.

Related Terms

  • The process of quality assurance helps ensure that project activities will meet the planned standards.
  • Quality control involves monitoring specific project results to determine whether they comply with relevant standards.
  • A quality management plan outlines how a project team will implement quality requirements.
  • Scope creep can negatively affect quality by introducing unapproved changes that lead to rushed or incomplete work.
  • The project charter often includes initial quality expectations that guide further planning and execution.

Quality: Example

A construction company builds a school with high-grade materials and within budget, but the final building has poor ventilation and classroom layout. Although the project team met the technical requirements, user satisfaction is low. The project team learns that considering functional use and stakeholder feedback earlier in the project would have improved overall quality.

Quality: Best Practices

  • Define standards clearly at the beginning of the project.
  • Regularly involve stakeholders to confirm the project team is meeting their expectations.
  • Use checklists, audits, and reviews to monitor performance throughout the project.
  • Train team members in processes and standards.
  • Make quality improvement a continuous goal, not just a final check before delivery.

Additional Resources

Quality - Project Quality Management, Third Edition: Why, What and How     Quality - Quality Management: How to Achieve Sustainability in Projects

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