Customer-driven Project Management: A New Paradigm in Total Quality Implementation
Synthesizing and broadening the popular management techniques of Total Quality Management (TQM) and Project Management (PM) for the first time, this exciting book offers project managers, team members, and business leaders a dynamic new tool for continually assessing the customer's quality improvement needs and delivering superior products and services. Called Customer-Driven Project Management (CDPM), it demonstrates the benefits of up-front quality improvement analysis, customer-driven teams, and new "empowerment" actions that make all employees key players in the organization.
The core of this comprehensive book is a new step-by-step CDPM process all organizations can follow when performing projects - whether large or small. You'll get a useful review of the basic principles and new applications of TQM and project management...the changing roles of managers in organizations...the importance of front-end analysis...the reorganization of the project structure for greater efficiency...self-assessment techniques and individual growth opportunities to "reenergize" the organization...the unique, ongoing role of the customer...and much more!
For all those involved in projects, this book puts quality improvement and project management "on line" for the first time, shows how to react quickly and effectively to changing customer needs, lays out the steps for delivering outstanding products and services, and gives all companies a strong competitive edge in today's tough global economy!
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lntroduction to CustomerDriven Project Management
The Foundation of CustomerDriven Project Management
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action activities analyze assessment benchmarking brainstorming cause-and-effect diagram CDPM improvement methodology CDPM process chart communication concept consensus continuous improvement cost critical customer and supplier customer needs customer-driven project management customer-driven project team customer-driven team customer's decision define determine empowered empowerment ensure evaluation example Figure focus focuses Gantt chart goal house of quality identified improvement opportunities inputs involves issues leadership measurement meeting ment metric monitoring needs and expectations organization organization's organizational output Pareto chart perform and improve phase problem process diagram process owners project deliverable project lead team project management system project process project steering team provides quality function deployment quality improvement relationships risk satisfy the customer selection specific Statistical process control step supplier project steering target team leader team members teamwork tion tomer tomer-driven tools and techniques total customer satisfaction total quality management vision