Implementation of quality control measures in project management and its impact on customer satisfaction

Table of Contents

1. Introduction and problem outline

1.1 Initial situation

1.2 Problem outline and target of this research paper

1.3 Research process

2. Basics of the study

2.1 Terminological basics

2.1.1 Definition and delimitation of the term project management

2.1.2 Definition and delimitation of the term of quality management

2.1.3 Definition and delimitation of the term of customer satisfaction

2.2 Structural frame of quality management

2.2.1 Historic development of quality management

2.2.2 Targets of quality management

2.3 Structural frame of project management

2.3.1 Historic development of project management

2.3.2 Targets of project management

2.3.3 Instruments, concepts and systems of project management

2.3.4 The project process

2.4 Structural frame of customer satisfaction

3. Scientific consideration of quality management

3.1 Targets of quality management

3.2 Methods and instruments of quality management

3.2.1 Situation analysis

3.2.2 Methods and instruments of quality management within the PDCA cycle

3.3 Flows of quality management

3.3.1 Continuous improvement process

3.3.2 Six sigma

3.3.3 EFQM-model of Total quality management

3.4 Quality as a project concept at the example of Six sigma

4. Quality assurance measures in project management

4.1 Quality assurance in the project process

4.1.1 Quality assurance at the project initiation

4.1.2 Quality in project planning and -implementation

4.1.3 Quality assurance in project completion

4.2 Influence of quality assurance on customer satisfaction in projects

4.2.1 Improvement of basic characteristics of quality management

4.2.2 Improvement of performance characteristics through quality management

4.2.3 Improvement of enthusiasm characteristics through quality management

5. Summary and conclusion

Research Objectives and Topics

This master thesis investigates how quality assurance methods integrated into project management influence project success and increase customer satisfaction to improve organizational competitiveness. The study develops generally valid statements and guidelines for implementing effective quality assurance in project environments.

• Theoretical foundation of project management, quality management, and customer satisfaction.
• Scientific analysis of quality management methods (Six Sigma, PDCA, EFQM).
• Detailed implementation of quality assurance measures during project initiation, planning, and execution.
• Analysis of the relationship between quality assurance and customer satisfaction drivers (basic, performance, and enthusiasm characteristics).
• Case study insights from automotive and pharmaceutical industries.

Excerpt from the book

Summary of Chapters

1. Introduction and problem outline: Discusses the impact of globalization on competitive pressure and justifies the need for structured project management and process quality.

2. Basics of the study: Establishes definitions for project management, quality management, and customer satisfaction and provides a historical context for these fields.

3. Scientific consideration of quality management: Examines theoretical methods and instruments like the PDCA-cycle, Six Sigma, and the EFQM-model as foundations for quality improvement.

4. Quality assurance measures in project management: Analyzes the practical application of quality assurance during project initiation, planning, and completion, and assesses its impact on customer satisfaction.

5. Summary and conclusion: Synthesizes the findings, highlighting the necessity of quality assurance as an indispensable instrument for long-term customer relations and competitiveness.

Key Words

Project Management, Quality Management, Customer Satisfaction, Quality Assurance, Six Sigma, EFQM, Continuous Improvement Process, Kano-Model, Project Process, Quality Gates, Competitive Pressure, Value-Added Chain, Process Optimization, Performance Characteristics, Enthusiasm Characteristics.

Frequently Asked Questions

What is the core focus of this research?

The work investigates the integration of quality assurance measures into project management to enhance project efficiency and ultimately increase customer satisfaction.

What are the primary thematic fields covered?

The thesis covers project management methodology, quality management frameworks, and the psychological and operational factors defining customer satisfaction.

What is the central research question?

The research seeks to determine which aspects of quality assurance in project work have a measurable impact on customer satisfaction and provides a guideline for organizations.

Which scientific methods are employed?

The study uses literature analysis of project and quality management theories and applies these to case studies, such as automobile development and pharmaceutical drug testing.

What does the main part (Chapter 4) focus on?

It details the practical application of quality assurance in the different project phases—initiation, planning, and completion—and analyzes its specific influence on customer satisfaction.

Which key terms characterize this study?

Key terms include Six Sigma, Kano-model, Continuous Improvement Process (CIP), Quality Gates, and Total Quality Management (TQM).

How does the Kano-model influence the study?

The Kano-model is used to classify customer satisfaction into basic, performance, and enthusiasm characteristics, which are then linked to specific project management quality drivers.

Why is the automotive industry used as a case study?

The automotive sector is used to demonstrate the successful implementation of quality gates and standardized quality processes in complex, unique project environments.