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    PQM - T03

    Uploaded by

    Harinie Sutharson
    The document discusses customer satisfaction measurement in a customer-focused organization. It states that both the means and outcomes of measuring customer satisfaction are important. The means include factors like perceived company image, customer expectations, and perceived value. The outcome is the customer satisfaction score. Understanding both can help organizations identify areas for improvement and increase customer satisfaction, loyalty, and business success. Quality management is more effective when prevention is planned for rather than inspecting afterwards. Considering internal and external aspects during quality planning can help evaluate factors like resource availability, past project experience, stakeholder needs, industry standards and market conditions. The key items that must be in a quality management plan are quality planning/policy, quality objectives, and key project deliverables to be reviewed

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    PQM - T03

    Uploaded by

    Harinie Sutharson
    8 views3 pages
    The document discusses customer satisfaction measurement in a customer-focused organization. It states that both the means and outcomes of measuring customer satisfaction are important. The means include factors like perceived company image, customer expectations, and perceived value. The outcome is the customer satisfaction score. Understanding both can help organizations identify areas for improvement and increase customer satisfaction, loyalty, and business success. Quality management is more effective when prevention is planned for rather than inspecting afterwards. Considering internal and external aspects during quality planning can help evaluate factors like resource availability, past project experience, stakeholder needs, industry standards and market conditions. The key items that must be in a quality management plan are quality planning/policy, quality objectives, and key project deliverables to be reviewed

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    The document discusses customer satisfaction measurement in a customer-focused organization. It states that both the means and outcomes of measuring customer satisfaction are important. The means include factors like perceived company image, customer expectations, and perceived value. The outcome is the customer satisfaction score. Understanding both can help organizations identify areas for improvement and increase customer satisfaction, loyalty, and business success. Quality management is more effective when prevention is planned for rather than inspecting afterwards. Considering internal and external aspects during quality planning can help evaluate factors like resource availability, past project experience, stakeholder needs, industry standards and market conditions. The key items that must be in a quality management plan are quality planning/policy, quality objectives, and key project deliverables to be reviewed

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    8 views3 pages

    PQM - T03

    Uploaded by

    Harinie Sutharson
    The document discusses customer satisfaction measurement in a customer-focused organization. It states that both the means and outcomes of measuring customer satisfaction are important. The means include factors like perceived company image, customer expectations, and perceived value. The outcome is the customer satisfaction score. Understanding both can help organizations identify areas for improvement and increase customer satisfaction, loyalty, and business success. Quality management is more effective when prevention is planned for rather than inspecting afterwards. Considering internal and external aspects during quality planning can help evaluate factors like resource availability, past project experience, stakeholder needs, industry standards and market conditions. The key items that must be in a quality management plan are quality planning/policy, quality objectives, and key project deliverables to be reviewed

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 3

    CT073-3-M-PQM-Project Quality Management

    Tutorial 03
    1. Observe the image below and evaluate which of the following phases would be crucial in
    identifying customer satisfaction? 1st , 2nd , 5th

    2. Customer Satisfaction measurement variables will differ depending on what type of


    satisfaction is being researched and agreed upon. Evaluate whether the means or the
    outcome would be of more importance in a customer-focused organization. Services are
    more customer focused.

    In a customer-focused organization, both the means and outcome of measuring


    customer satisfaction are important.

    The means of measuring customer satisfaction include factors such as


    perceived company image,
    customer expectations,
    supposed quality, and
    perceived value.
    The outcome of measuring customer satisfaction is the customer satisfaction score.
    Understanding the factors that contribute to customer satisfaction can help
    organizations identify areas for improvement and take action to address them. In a
    customer-focused organization that provides services, it is particularly important to
    focus on the means of measuring customer satisfaction because services are
    intangible and difficult to measure. By focusing on both the means and the outcome
    of measuring customer satisfaction, organizations can identify areas for improvement
    and take action to increase customer satisfaction, which can lead to increased
    customer loyalty and business success.

    3. Quality management needs to plan in and not inspected in. Justify with your own words.
    More effective, efficient and proactive

    Prevention is better than cure.


    Cost Savings
    Continuous improvement
    Customer satisfaction

    4. Which of the Quality Planning Inputs require evaluations of both internal and external
    aspects of the project?
    PMP
    Resource availability
    Experience from past projects
    Scope statement
    Stakeholder register
    OPA
    EEF
    Industry standard and regulations
    Market and political conditions
    Customer requirements
    5. What are the three crucial items that must be incorporated into the Quality Management
    Plan?
    Quality planning / Policy
    Quality objectives
    Key project deliverables to be reviewed for a satisfactory quality level
    Quality standards
    Quality control
    Quality assurance
    Quality tools
    Quality roles and responsibilities
    Plan for reporting quality control and assurance problems
    Reporting plan

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