5.1 Introduction
The critical aspect of quality as far as projects are concerned is to provide the customers with the systems that they need and which meet their requirements at a price they can afford. In order to achieve this, quality has to be built into a product. It cannot be added to a product after it has been produced, without great difficulty and cost. It is like trying to alter the foundations of a building once it is complete.
To build in quality requires a commitment from all parties involved in the project, from the project sponsor through all the levels of management, the technical staff, customers and users and the clerical support staff. Back in 1979, Philip Crosby wrote a book in which this is the opening paragraph:
‘Quality ...
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