ABSTRACT
There are two elements to Quality: Client Satisfaction, often known as the Voice of the Customer (VOC), and Resource Utilization, also known as the Voice of Business (VOB). Often these elements can be in conflict. The level of client satisfaction provided must be affordable to the provider. There is no point having a happy client if the project management company has run at a loss. On the other hand if efficient use of resources in the form of cost saving is the dominant element, customer satisfaction will suffer. This chapter considers; what the client wants and efficient resource utilization, approaches to quality and the over-coming of common project problems using a Six Sigma approach.
