According to the TQM (Total Quality Management) approach, the project's success indicators are surprisingly based not specifically on on-time delivery, not on keeping the budget, not meeting the scope, and not even on quality - but on customer satisfaction and experience.
Who thinks so? Ford, Motorola, Toyota
TQ is a comprehensive approach focused on constantly improving the quality of products, services, and processes within an organization. It aims to enhance customer satisfaction, increase efficiency, and foster continuous improvement. When applied to project delivery, TQM principles help ensure that projects are completed successfully and meet or exceed stakeholder expectations.
In simpler terms, TQM in project delivery means striving for better quality in every aspect of a project to satisfy both customers and the organization. This involves careful planning, consistent monitoring, and continuous refinement of processes to achieve the best results.
TQM project management best practice
1. Customer Focus: TQM's best practice is to focus on meeting customer needs by involving stakeholders, gathering requirements, and maintaining clear communication during projects.
2. Leadership Commitment: Leadership plays a crucial role in setting the tone for quality. Project leaders must be dedicated to quality improvement, provide necessary resources, and foster a culture of continuous learning and adaptation.
3. Process Improvement: TQM encourages identifying and improving processes to eliminate defects and inefficiencies. In project delivery, this means regularly assessing project workflows, identifying bottlenecks, and finding ways to streamline processes.
4. Employee Involvement: TQM recognizes that employees are the driving force behind quality. In projects, involving team members in decision-making and encouraging their input can lead to innovative solutions and better project outcomes.
5. Continuous Improvement: TQM promotes an ongoing cycle of improvement. In project management, this involves regular evaluations, learning from successes and failures, and implementing changes to enhance future projects.
6. Data-Driven Decisions: TQM relies on data and metrics to make informed decisions. In project delivery, collecting and analyzing data about project performance, timelines, and outcomes helps in making effective decisions and adjustments.
7. Supplier Relationships: TQM extends its principles to suppliers, ensuring that the quality of materials and services provided by external partners align with project goals and requirements.
8. Training and Education: TQM emphasizes the importance of ongoing training and skill development. In project management, this means equipping team members with the necessary knowledge and tools to excel in their roles.
9. Prevention Over Inspection: TQM prioritizes preventing defects and errors over merely detecting them. In projects, this translates to proactive risk management and thorough planning to minimize potential issues.
10. Standardization: TQM seeks to standardize processes and practices to maintain consistent quality. In project delivery, this involves creating standardized project management methodologies and templates for greater efficiency.
In summary, Total Quality Management (TQM) applied to project delivery is about ensuring high-quality outcomes by involving stakeholders, optimizing processes, encouraging continuous improvement, and maintaining a strong focus on customer satisfaction. It's a holistic approach that promotes excellence in all aspects of project management.
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