Chapter 6
Project Quality
Quality is a desired characteristic of the products and services we acquire; it often means different things to different stakeholders. For example, when buying a new car, quality may mean luxury in the form of heated leather seats and adaptive cruise control to one buyer; to another buyer, quality may mean reliability and economical vehicle operation and maintenance. Sometimes stakeholders are able to articulate the characteristics of quality that they value; other times they cannot put their quality requirements into words and they argue that they know quality when they see or experience it.
Quality is a characteristic of a project or product; quality projects or products are those that meet stakeholder expectations—there ...
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