indira panchakarlaSr, Manager Product QA| realpageFrisco, Tx, United States
Looking for perspectives on what are some of the key quality metrics to drive growth, improve client satisfacton and reduce costs Saving Changes...
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Sergio Luis ConteHelping to create solutions for everyone| Worldwide based OrganizationsBuenos Aires, Argentina
Perhaps I will be obvious but I like to clarify my line of thought. The only quality a project manager is accountable for is project quality. Project quality as any other things related to project are defined from product quality. All related to product definition is on the field of business analysis. Project quality is composed by project quality control (activities that are used to evaluate whether your product or service meets the product requirements) and project quality assurance (actives that are used to evaluate if project processes are used effectively to produce quality project deliverables). So, that is the only contribution the project can make to client satisfaction. Regarding to reduce costs while it could achieve with project quality mainly thanks process improvement is not a direct benefit. In fact, when you put quality in place at the first time you will not reduce costs. With all that said, when you decide about project quality, you have to decide two main things: 1-if you will use both components (assurance and control). 2-about what project deliverables you will perform quality activities. Tipical measure related to assurance is all related to justify you are spending money in prevention. For example to measure the number of defects. Quality control is above to measure how you fix problems. For example, number of deviations in final products from requirements. When you start meassure prevention then you will find that fixes (control) are not needed and you will find that your cost will be reduced because the cost of fix defects (including it the loss of reputation and client satisfaction if the defect is discovered by clients) are 100-1000 or more greater. Saving Changes...
you are missing a key objective which is increasing employee satisfaction. Sir Richard Branson stated his priorities correctly - focus on employees first, then customers, then shareholders...
Kiron
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1 reply by Sante Delle-Vergini, PhD
Apr 15, 2018 5:47 PM
Sante Delle-Vergini, PhD
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Usually it's the other way around: shareholder, customer, employee. Elon Musk has been pretty successful. What would you say his priority list is?
you are missing a key objective which is increasing employee satisfaction. Sir Richard Branson stated his priorities correctly - focus on employees first, then customers, then shareholders...
Kiron
Usually it's the other way around: shareholder, customer, employee. Elon Musk has been pretty successful. What would you say his priority list is?
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1 reply by Kiron Bondale
Apr 16, 2018 7:03 AM
Kiron Bondale
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I'd have to believe that he's customer-focused first but not sure where he'd prioritize employees relative to shareholders. The advantage Branson has over other chairpeople/CEOs is that his holding company is not publicly traded so can play the long game.
Kiron
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George MonnatTechnical Delivery Manager| Kapsch TrafficCom North AmericaAustin, Tx, United States
As part of the employee aspect, getting the right team together is crucial. But many of us walk into situations with an existing team, meaning we have to improve their satisfaction as best we can.
As PMs, I think we have to focus on all three aspects near equally and simultaneously, because a failure with any of the three can ruin a project. Satisfaction fast tracking :) Saving Changes...
I am a big believer in the inverted triangle pyramid in management. In few words 1. Empowered Sales/customer service units and let the independently and directly be in contact with clients. the needs of customers will drive the whole company customer service. 2. In order to do so, you need to invert the hierarchy structure of the company and empower R&D (development of service or products).
You might need to read Haier case study and the inverted triangle and how Zhang turned it into one of the best companies in the world. Saving Changes...
Usually it's the other way around: shareholder, customer, employee. Elon Musk has been pretty successful. What would you say his priority list is?
I'd have to believe that he's customer-focused first but not sure where he'd prioritize employees relative to shareholders. The advantage Branson has over other chairpeople/CEOs is that his holding company is not publicly traded so can play the long game.
