ABSTRACT
PMBOK defines project quality management as the 'processes and activities that determine quality policies, objectives and responsibilities', contributing to satisfying the project's objectives. Through a process predicated on continuous improvement, quality management ensures that both the project's physical requirements and process requirements are addressed. The concept of quality and total quality management has been with us for decades, possibly dating back to the military projects of World War II and the collective works of Shewhart, Deming, Crosby Juran, Ishikawa and Feigenbaum-the acknowledged fathers of the quality revolution. Quality can be assured with reference to three different types of documents: a detailed quality manual that sets out the organisational quality objectives and policies; an operating procedure required by a particular business unit; or specific work instructions nominating how a given activity needs to be performed.
