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.
Table of Contents
1. Introduction and problem outline
1.1 Initial situation
1.2 Problem outline and target of this research paper
1.3 Research process
2. Basics of the study
2.1 Terminological basics
2.1.1 Definition and delimitation of the term project management
2.1.2 Definition and delimitation of the term of quality management
2.1.3 Definition and delimitation of the term of customer satisfaction
2.2 Structural frame of quality management
2.2.1 Historic development of quality management
2.2.2 Targets of quality management
2.3 Structural frame of project management
2.3.1 Historic development of project management
2.3.2 Targets of project management
2.3.3 Instruments, concepts and systems of project management
2.3.4 The project process
2.4 Structural frame of customer satisfaction
3. Scientific consideration of quality management
3.1 Targets of quality management
3.2 Methods and instruments of quality management
3.2.1 Situation analysis
3.2.2 Methods and instruments of quality management within the PDCA cycle
3.3 Flows of quality management
3.3.1 Continuous improvement process
3.3.2 Six sigma
3.3.3 EFQM-model of Total quality management
3.4 Quality as a project concept at the example of Six sigma
4. Quality assurance measures in project management
4.1 Quality assurance in the project process
4.1.1 Quality assurance at the project initiation
4.1.2 Quality in project planning and -implementation
4.1.3 Quality assurance in project completion
4.2 Influence of quality assurance on customer satisfaction in projects
4.2.1 Improvement of basic characteristics of quality management
4.2.2 Improvement of performance characteristics through quality management
4.2.3 Improvement of enthusiasm characteristics through quality management
5. Summary and conclusion
Research Objectives and Topics
This master thesis investigates how quality assurance methods integrated into project management influence project success and increase customer satisfaction to improve organizational competitiveness. The study develops generally valid statements and guidelines for implementing effective quality assurance in project environments.
- Theoretical foundation of project management, quality management, and customer satisfaction.
- Scientific analysis of quality management methods (Six Sigma, PDCA, EFQM).
- Detailed implementation of quality assurance measures during project initiation, planning, and execution.
- Analysis of the relationship between quality assurance and customer satisfaction drivers (basic, performance, and enthusiasm characteristics).
- Case study insights from automotive and pharmaceutical industries.
Excerpt from the book
3.1 Targets of quality management
There are different tools in the scope of quality management to achieve an error-free value-added chain. These are briefly introduced before the concepts and their application are comprehensively described in chapter 3 and specified in the context of project management.
The starting point of a quality initiative within a company or for specific project is to find a concrete definition of all, product-, process- and service quality. On the basis of general definition (comp. paragraph 2.1.2) at this point an expectation of the corporate performance is to be set. For this the quality organization is responsible as well as for management processes and structures for creating quality.74 While defining quality targets it is to be taken care of that these five relevant criteria are fulfilled. They should be:75
specific, so related to a specific sector,
measurable by quantitative parameters or at least concrete qualitative statements,
accepted by all participants,
realistic, so reachable with own resources as well as with a reasonable effort and
terminated.
Summary of Chapters
1. Introduction and problem outline: Discusses the impact of globalization on competitive pressure and justifies the need for structured project management and process quality.
2. Basics of the study: Establishes definitions for project management, quality management, and customer satisfaction and provides a historical context for these fields.
3. Scientific consideration of quality management: Examines theoretical methods and instruments like the PDCA-cycle, Six Sigma, and the EFQM-model as foundations for quality improvement.
4. Quality assurance measures in project management: Analyzes the practical application of quality assurance during project initiation, planning, and completion, and assesses its impact on customer satisfaction.
5. Summary and conclusion: Synthesizes the findings, highlighting the necessity of quality assurance as an indispensable instrument for long-term customer relations and competitiveness.
Key Words
Project Management, Quality Management, Customer Satisfaction, Quality Assurance, Six Sigma, EFQM, Continuous Improvement Process, Kano-Model, Project Process, Quality Gates, Competitive Pressure, Value-Added Chain, Process Optimization, Performance Characteristics, Enthusiasm Characteristics.
Frequently Asked Questions
What is the core focus of this research?
The work investigates the integration of quality assurance measures into project management to enhance project efficiency and ultimately increase customer satisfaction.
What are the primary thematic fields covered?
The thesis covers project management methodology, quality management frameworks, and the psychological and operational factors defining customer satisfaction.
What is the central research question?
The research seeks to determine which aspects of quality assurance in project work have a measurable impact on customer satisfaction and provides a guideline for organizations.
Which scientific methods are employed?
The study uses literature analysis of project and quality management theories and applies these to case studies, such as automobile development and pharmaceutical drug testing.
What does the main part (Chapter 4) focus on?
It details the practical application of quality assurance in the different project phases—initiation, planning, and completion—and analyzes its specific influence on customer satisfaction.
Which key terms characterize this study?
Key terms include Six Sigma, Kano-model, Continuous Improvement Process (CIP), Quality Gates, and Total Quality Management (TQM).
How does the Kano-model influence the study?
The Kano-model is used to classify customer satisfaction into basic, performance, and enthusiasm characteristics, which are then linked to specific project management quality drivers.
Why is the automotive industry used as a case study?
The automotive sector is used to demonstrate the successful implementation of quality gates and standardized quality processes in complex, unique project environments.
- Arbeit zitieren
- Markus Nohe (Autor:in), 2009, Implementation of quality control measures in project management and its impact on customer satisfaction, München, GRIN Verlag, https://www.hausarbeiten.de/document/140533
