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How can you resolve conflicts over project quality standards or expectations?

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As an engineering manager, you may encounter conflicts over project quality standards or expectations among your team members, stakeholders, or clients. These conflicts can arise from different perspectives, assumptions, preferences, or goals regarding the quality of the project deliverables, processes, or outcomes. How can you resolve these conflicts effectively and constructively? Here are some tips to help you.

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Francisco Saldívar Catalán

Líder en Gestión de Proyectos y Operaciones en Construcción | Futuro Consultor Especializado, LinkedIn Top Voice y…
Danilo De Santis Cavalcante Ferreira

Gest?o empresarial | Gerente de Solu??es | Gerente de Opera??o

1 Identify the sources of conflict

The first step is to identify the sources of conflict over project quality standards or expectations. You can use various tools and methods, such as stakeholder analysis, requirements elicitation, quality planning, or communication matrices, to understand the needs, expectations, roles, and responsibilities of each party involved in the project. You can also solicit feedback, listen actively, and ask clarifying questions to uncover the underlying issues, interests, and concerns of each party.

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Rehan Ahmad Khan

Forward-Thinking Mechanical Project Engineer | 5+ Years of Experience | QHSE, MEP, FLS, HVAC | Project Coordination| Project Management | Operations Management | Team Leadership | Seeking forward thinking Opportunities
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Resolving conflicts over project quality standards or expectations requires effective communication, collaboration, and a proactive approach. Here are some steps you can take to address and resolve such conflicts Understand the Concerns Review Project Documentation Facilitate Open Communication Hold a Team Meeting Mediation Clarify Expectations Adjust Expectations if Necessary Seek Consensus Document Agreements Continuous Monitoring and Feedback Learn from the Conflict Use the conflict as a learning opportunity. Identify what led to the conflict and implement measures to prevent similar issues in future projects. Remember that conflicts are a natural part of any project, and the key is to address them proactively and constructively.

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2 Define and agree on quality criteria

The next step is to define and agree on quality criteria for the project. Quality criteria are the measurable attributes or characteristics that define the quality of the project deliverables, processes, or outcomes. You can use various tools and methods, such as quality checklists, quality metrics, quality audits, or quality control charts, to establish and monitor the quality criteria for the project. You can also involve the relevant parties in defining and agreeing on the quality criteria, and document them clearly and transparently.

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Francisco Saldívar Catalán

Líder en Gestión de Proyectos y Operaciones en Construcción | Futuro Consultor Especializado, LinkedIn Top Voice y Conferencista TED | MBA & Magíster en Gestión de la Construcción
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Existen criterios, indicadores y estándares para definir el nivel de calidad de un producto o servicio. Los primeros tratan de una condición que debe cumplir el producto o servicio. Luego, los indicadores, son un instrumento (numérico por lo general) que miden y valoran la calidad definida en el alcance. Por último, los estándares, son un rango en el cual el producto o servicio es aceptable, utilizando un criterio o un indicador definido. Sin importan lo que se use para definir la calidad, lo importante, es que sea conocido y aceptado por el cliente para evitar controversias.

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Danilo De Santis Cavalcante Ferreira

Gest?o empresarial | Gerente de Solu??es | Gerente de Opera??o
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Os critérios de qualidade devem estar sempre alinhados com a estratégia do projeto e da companhia. Conhecendo o propósito e o target para cada desenvolvimento, é possível definir as melhoras metodologias e o caminhos a se seguir. é primordial estar atento também aos regulamentos aplicáveis, pois de nada adianta lan?ar um produto de qualidade, que n?o atenda aos requisitos exigidos (ANATEL, INMETRO, etc.).

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3 Negotiate and compromise

The third step is to negotiate and compromise over project quality standards or expectations. Negotiation is a process of finding a mutually acceptable solution to a conflict by exchanging offers and concessions. Compromise is a form of negotiation where each party gives up something of value to reach an agreement. You can use various tools and methods, such as win-win, win-lose, or lose-lose strategies, BATNA (best alternative to a negotiated agreement), or ZOPA (zone of possible agreement), to negotiate and compromise over project quality standards or expectations. You can also apply the principles of fairness, respect, trust, and collaboration to foster a positive and constructive negotiation climate.

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Sean Coyne

Sr Director Software Engineering at GoodRx | Adjunct Professor Generative AI & Data Science at USD
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Negotiation is not about winning or losing, it is about brining to light information and knowledge that one party might not have, so that both sides can see the full picture. From there, weigh the two options in terms of ROI and risk, as well as determining if there are options for iterative improvement. The standard of quality that is necessary for the firmware of a pacemaker, is likely not the same quality required for an e-commerce store, due to risk, and ROI.

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Danilo De Santis Cavalcante Ferreira

Gest?o empresarial | Gerente de Solu??es | Gerente de Opera??o
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A negocia??o é fundamental para se evitar frustra??es ou mesmo prejuízos futuros. O sonho de todo gestor é ter verba e prazo ilimitados para o desenvolvimento do melhor projeto possível. Mas é preciso ter cautela, pois isso pode resultar em um projeto maravilhoso, que jamais trará retorno sobre o investimento realizado ou mesmo que perderá o timing do mercado. Desta forma, os stakeholders precisam entrar em comum acordo do que será melhor para a companhia, deixando de lado os egos e focando no resultado e crescimento da empresa.

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4 Implement and evaluate

The fourth step is to implement and evaluate the agreed project quality standards or expectations. Implementation is the process of executing the project according to the agreed quality criteria, while evaluation is the process of assessing the performance and results of the project against the agreed quality criteria. You can use various tools and methods, such as quality assurance, quality control, quality improvement, or quality reviews, to implement and evaluate the project quality standards or expectations. You can also communicate regularly, provide feedback, and celebrate achievements to reinforce the commitment and satisfaction of each party.

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Danilo De Santis Cavalcante Ferreira

Gest?o empresarial | Gerente de Solu??es | Gerente de Opera??o
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Existem diversas formas de se implementar/avaliar um projeto, desde a mais complexa até a famosa tentativa e erro. Todas s?o válidas, desde que alinhadas à uma estratégia sólida. Particularmente, acredito que as ferramentas nos fazem ir além, e podem mitigar riscos ou problemas que poderiam passar despercebidos. Para tanto utilizar um FMEA e Plano de Controle, podem ser a chave para um projeto que atenda aos requisitos estabelecidos.

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5 Learn and improve

The final step is to learn and improve from the experience of resolving conflicts over project quality standards or expectations. Learning is the process of acquiring new knowledge, skills, or attitudes from the experience, while improvement is the process of applying the learning to enhance the quality of the project or future projects. You can use various tools and methods, such as lessons learned, retrospectives, or feedback loops, to learn and improve from the experience. You can also acknowledge the contributions, challenges, and learnings of each party, and appreciate the value of diversity and difference in enhancing the quality of the project.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you resolve conflicts over project quality standards or expectations?

1

2

3

4

5

6

1 Identify the sources of conflict

2 Define and agree on quality criteria

3 Negotiate and compromise

4 Implement and evaluate

5 Learn and improve

6 Here’s what else to consider

Engineering Management

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How can you resolve conflicts over project quality standards or expectations?

1

2

3

4

5

6

1 Identify the sources of conflict

2 Define and agree on quality criteria

3 Negotiate and compromise

4 Implement and evaluate

5 Learn and improve

6 Here’s what else to consider

Engineering Management

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