Overview
Customer's Quality Expectations document from the Customer's and User's perspectives, the quality expected from the final product. The Customer's Quality Expectations are established in SU4 Preparing a Project Brief as part of the Project Brief. The Acceptance Criteria are developed from the Customer's Quality Expectations, involving the users and Project Assurance's from the users.
The Project Approach chosen in SU5 Defining a Project Approach must be capable of satisfying the Customer's Quality Expectations. Customer's Quality Expectations are an important feed into IP1 Planning Quality as the Project Quality Plan shows how the Customer's Quality Expectations will be achieved and and the standards that will need to be applied in order to achieve that quality.
The Customer's Quality Expectations should include information such as:
- Reference to any existing Customer QMS and Supplier QMS to be used
- References to standards products should conform to
- How the products of the project will managed by the Business
- How the impact of the changes on people will be managed
- How the organisation will manage the change after the project is completed
- Expected levels of staff and customer satisfaction with the products of the project.
Tips
A detailed Project Mandate should contain Customer's Quality Expectations. This is not often the case, therefore the Project Manager needs to develop the Customer's Quality Expectations in discussion with:
Notes
- Usually the use of the word “quality” implies “high quality”. PRINCE2 takes a different approach. Quality is based on the customer's needs and expectations
- Customer's Quality Expectations must be realistically achievable in the project
- Customer’s Quality Expectations form a complete list of Acceptance Criteria to define what will constitute a product acceptable to the customer.
Case studies and examples
Related links
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