How can you align client expectations with quality control processes?

2 Plan quality control activities

Once you have defined the quality criteria, you need to plan the quality control activities that will ensure that your deliverables meet them. Quality control activities are the tasks and processes that check the quality of your deliverables against the quality criteria. For example, quality control activities can include testing, inspection, review, audit, and validation. You need to schedule these activities in your project plan and allocate enough time, resources, and budget for them. You also need to inform your clients and stakeholders about these activities and their expected outcomes and deliverables, such as reports, feedback, and approvals.

3 Implement quality control procedures

As you execute your project, you need to implement the quality control procedures that will monitor and control the quality of your deliverables. Quality control procedures are the rules and guidelines that define how the quality control activities will be performed and documented. For example, quality control procedures can include standards, policies, checklists, templates, and tools. You need to follow these procedures consistently and accurately and document the results and findings of your quality control activities. You also need to communicate these results and findings to your clients and stakeholders and address any issues or discrepancies that may arise.

4 Manage quality expectations

Throughout your project, you need to manage the quality expectations of your clients and stakeholders. Quality expectations are the subjective and emotional aspects of how your clients and stakeholders perceive and evaluate the quality of your deliverables. For example, quality expectations can include satisfaction, trust, value, and loyalty. You need to manage these expectations by maintaining regular and transparent communication with your clients and stakeholders, providing them with updates, feedback, and reports on the quality of your deliverables, and soliciting their input and feedback on the quality of your deliverables. You also need to manage any changes or deviations that may affect the quality of your deliverables or the quality criteria and negotiate and agree on the appropriate actions and solutions.

5 Evaluate quality performance

At the end of your project, you need to evaluate the quality performance of your project and your deliverables. Quality performance is the objective and factual assessment of how well your deliverables met the quality criteria and the quality expectations of your clients and stakeholders. For example, quality performance can include metrics, indicators, scores, and ratings. You need to evaluate these performance measures and compare them with the planned and expected quality outcomes and objectives. You also need to share these results and outcomes with your clients and stakeholders and celebrate and acknowledge the achievements and successes of your project and your deliverables.

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?