Customer Satisfaction Case Study

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Recommended: Critically evaluate the importance of project quality management for the success of programmes

Customer Satisfaction: Customer satisfaction is a key measure of a project 's quality. It 's important to keep in mind that project quality management is concerned with both the product of the project and the management of the project. If the customer doesn 't feel the product produced by the project meets their needs or if the way the project was run didn 't meet their expectations, then the customer is very likely to consider the project quality as poor, regardless of what the project manager or team thinks. As a result, not only is it important to make sure the project requirements are met, managing customer expectations is also a critical activity that you need to handle well for your project to succeed. Prevention over Inspection: The Cost of …show more content…

QC is a reactive means by which quality is gauged and monitored, and QC includes all operational techniques and activities used to fulfil requirements for quality. These techniques and activities are agreed with customers and/or stakeholders before project work is commenced. QC involves verification of output conformance to desired quality levels. This means that the ICT solution is checked against customer requirements, with various checks being conducted at planned points in the development lifecycle. Teams will use, amongst other techniques, structured walkthroughs, testing and code inspections to ensure that the solution meets the agreed set of requirements. Quality Control is used, in conjunction with the quality improvement activity, to isolate and provide feedback on the causes of quality problems. By using this approach consistently, across projects, the feedback mechanism works towards identifying root-cause problems, and then developing strategies to eliminating these problems. Using this holistic approach ensures that teams achieve ever higher levels of

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