Implementation of quality control measures in project management and its impact on customer satisfaction
Master's Thesis from the year 2009 in the subject Business economics - Business Management, Corporate Governance, grade: 1,8, University of applied sciences Frankfurt a. M., language: English, abstract: 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.
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analyzed assurance in project basic characteristics chapter Check sheet Comp complaint management comprehensive context continuous improvement process corresponding customer satisfaction Definition and delimitation described development of quality drug development EFQM EFQM-model employees enthusiasm characteristics expectations FDQ EH following Töpfer framework of project Hab/Wagner Hereby Historic development ideal typical illustration according increase of customer influencing factors Kaizen Kano-model Kostka/Kostka 2008 management and customer Management Institute 2004 methods and instruments monitoring paragraph PDCA PDCA-cycle performance characteristics pharmaceutical phase planning and implementation problem project completion project implementation project initiation Project Management Institute project management process project planning project process project targets quality assurance measures quality criteria quality management systems quality standards regard relevant RI WKH service quality shows Six sigma projects Source specific Structural frame success Targets of quality term of quality term project management Total quality management Walter Shewhart Winkelhofer 2005 WKDW Zloch ZLWK Zollondz