Initial situation
The initial point of this research paper is the fact that continuous globalisation of world economy is leading to an increase of competitive pressure. To persist in this competitive environment permanent innovation and increase of quality of products and services are necessary as well as an ongoing improvement of processes. Quality here is the key to success of companies and to insure wealth of a society.
In this context it gets more and more evident that existing structures within enterprises often are not sufficient anymore to meet the demands of an increase of speed of change and complexness of the enterprises environment. Organisations are fragmented and structured hierarchical and for that reason too stolid. In that situation projects hardly are completed by using established processes. Therefore new forms of organization are necessary emphasizing on efficiency in internal management and communications.
To solve these challenges in daily business within a company the use of several concepts has proofed to be helpful, organizational processing by using project management in particular. In this contents more and more companies figure out that successful project management not only strengthens competitiveness but also has a positive impact on the efficiency of internal procedures. Therefore it does not surprise that an increasing number of companies use the potential of project management.
In this context it is to be said that not every project is led to a successful end (comp. figure 1). More than half of the projects are cancelled before reaching the project target. Only about 19% are completed successfully.
Requirements for quality management as a part of projects gain relevance in this context. An in the project management integrated quality management that begins with quality issues within the target definition can help avoiding potential deficits in contents and thereby bring projects to a successful end.
Thus an improvement of competitiveness only seems realizable by use of a quality-assured project management. Due to a more and more homogenous range of services of the suppliers in the end-customer market there are few distinguishing criteria. Customer satisfaction is an adequate measure and developing to be the most important influencing factor of competitiveness.
Inhaltsverzeichnis (Table of Contents)
- Introduction and problem outline
- Initial situation
- Problem outline and target of this research paper
- Research process
- Basics of the study
- Terminological basics
- Definition and delimitation of the term project management
- Definition and delimitation of the term of quality management
- Definition and delimitation of the term of customer satisfaction
- Structural frame of quality management
- Historic development of quality management
- Targets of quality management
- Structural frame of project management
- Historic development of project management
- Targets of project management
- Instruments, concepts and systems of project management
- The project process
- Structural frame of customer satisfaction
- Scientific consideration of quality management
- Targets of quality management
- Methods and instruments of quality management
- Situation analysis
- Methods and instruments of quality management within the PDCA-cycle
- Flows of quality management
- Continuous improvement process
- Six sigma
- EFQM-model of Total quality management
- Quality as a project concept at the example of Six sigma
- Quality assurance measures in project management
- Quality assurance in the project process
- Quality assurance at the project initiation
- Quality in project planning and implementation
- Quality assurance in project completion
- Influence of quality assurance on customer satisfaction in projects
- Improvement of basic characteristics of quality management
- Improvement of performance characteristics through quality management
- Improvement of enthusiasm characteristics through quality management
- Summary and conclusion
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This research paper aims to analyze the implementation of quality control measures in project management and their impact on customer satisfaction. The study investigates the relationship between quality management practices, project success, and customer satisfaction. Key themes explored in this paper include:- The definition and delimitation of project management, quality management, and customer satisfaction.
- The historic development and targets of both quality management and project management.
- Methods and instruments of quality management, including the PDCA cycle, Six Sigma, and the EFQM model.
- The influence of quality assurance measures on customer satisfaction in project execution.
Zusammenfassung der Kapitel (Chapter Summaries)
- Introduction and problem outline: This chapter introduces the research topic and defines the problem statement. It outlines the initial situation, the research objectives, and the research process.
- Basics of the study: This chapter presents the theoretical foundation of the research by defining key concepts, including project management, quality management, and customer satisfaction. It explores the historic development and targets of both quality management and project management.
- Scientific consideration of quality management: This chapter examines the principles and practices of quality management in detail. It explores various methods and instruments used to ensure quality, including the PDCA cycle, Six Sigma, and the EFQM model.
- Quality assurance measures in project management: This chapter focuses on the implementation of quality assurance measures within the project process. It discusses the role of quality assurance at different stages of project development, including initiation, planning, implementation, and completion. It also examines the influence of quality assurance on customer satisfaction in projects.
Schlüsselwörter (Keywords)
This research paper focuses on the intersection of quality management, project management, and customer satisfaction. Key concepts explored include quality control measures, project success, customer satisfaction, PDCA cycle, Six Sigma, EFQM model, and continuous improvement processes. The study investigates the impact of effective quality assurance measures on customer satisfaction in project management.- Quote paper
- Markus Nohe (Author), 2009, Implementation of quality control measures in project management and its impact on customer satisfaction, Munich, GRIN Verlag, https://www.grin.com/document/140533
