Project Quality Management
Quality is a fascinating concept because it can mean different things to different people. The quality concept is rendered even more complex as it applies to tangible products and intangible services. Quality must always be looked at in sum total. This is because even a simple flaw in a product or service will singularly affect the user enjoyment of that product or service. For example, a café that serves very good food can be marred by poor or rude services. For this reason, quality is often defined as all the characteristics of a product or service that bears on its ability to satisfy implied or stated needs. Stated needs are needs explicitly mentioned by the customer. Implied needs, although not expressly stated, are implicitly expected by the customer. An example of an implied need is that of a hotel guest who expects to have a good night sleep without disturbance.