(BQ) Part 2 book "Project management" has contents: Risk and opportunities management, project organisation - structures and teams, management and leadership in projects, control, supply chain issues, problem-solving and decision-making, project completion and review, improving project performance. | 9 Stakeholders and quality Principles 1 Achieving a certain level of quality is one of the primary objectives of most projects, and there are costs associated with this. 2 Quality is a subjective property and is judged by each of the project stakeholders. The outcome has an important impact on customer retention and future trust in projects. 3 Some elements of quality will require conformance, others provide the opportunity for real performance to be demonstrated, while others provide the opportunity for business improvement. Learning objectives By the time you have completed this chapter, you should be able to: ➔ identify various definitions of quality of product and service ➔ recognise a process for managing a basic level of quality achievement through the concept of the quality bridge ➔ identify the benefits of improving quality performance. Contents Introduction 200 The concept of quality and quality management 201 Quality performance and conformance 205 Towards quality improvement 210 Summary 212 Key terms 213 Relevant areas of the Bodies of Knowledge 213 Project management in practice: Adopting a standard for project planning – useful discipline or unnecessary constraint? 214 Topics for discussion 215 Further information 215 References 216 Chapter 9 Stakeholders and quality Motorola’s RAZR (and subsequent derivatives) has been one of the best-selling mobile phones ever. By mid 2006, sales had almost topped another retail phenomenon, Apple’s iPod, and nearly 50 million units had been sold. Not bad for a project that was delivered months late and did not meet the specification that had been provided for it. The phone was wider than had been specified, cost more and was initially seen as only a high-end niche product. So, was the development project a success? If judged by sales figures of the product alone, and the resultant business value of the project, the answer is certainly ‘yes’. Part of the .
