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Project Management Work Book and Pmp®/Capm® Exam Study Guide, Tenth Edition by Frank P. Saladis, Harold Kerzner

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Chapter 20. QUALITY MANAGEMENT

Note

The key to managing quality is to maintain a continuous awareness that quality is defined by the customer. Quality is a continuously improving process where lessons learned are used to enhance future products and services in order to retain existing customers, win back lost customers, and win new customers. The quality process includes planning for quality, organizing for quality, executing the work, monitoring the work, solving problems by identifying causes of poor quality, re-planning, and establishing preventive measures to reduce defects and poor quality.

There are several approaches and principles to achieving quality. These include:

  • Determining the cost of quality

  • Zero defect programs

  • Total Quality Management (TQM)

  • Reliability engineering

These principles and others have been established by organizations worldwide and are being implemented for the basic reason that quality is of strategic importance to a company. Quality is linked to profitability, it is a competitive weapon, it is an integral part of strategic planning, and it requires an organization-wide commitment. Every employee in any organization is responsible for quality.

Glossary of terms ...

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