Total Quality Project Management Training Lecture Notes for Graduates

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Quality as a concept is difficult to grasp and much confusion surrounds it.

This is accessioned by the fact that quality is usually used in a contextual manner and it is meant to distinguish one organization, event, service or a process from another.

These differing definitions cause confusion and misunderstanding when two parties are attempting to determine what is required of a product or service.

Thus, a definition of quality in management is that quality is the degree to which inherent characteristics fulfils requirements.

Characteristics refer to a distinguishing feature.

For example, it may be a physical feature, or functional.

A physical feature is that which is amenable to the sensory system i.e.

can be seen, felt, and so on.

For instance, one may want to see a certain feature such as colour in a product.

Quality from the perspective of both the producer and the customer.

The producer’s eyes see quality as the extent to which a product and/or service conforms to design.

This involves doing things right.

However, the customer sees quality as the degree to which the design of a product/or service achieves its purpose.

This is what is referred to as doing the right things.

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