Manage ICT Project Quality

Customer Needs – Indicating that products will meet customer needs. This is often phrased in
marketing terms. E.g. the principle that products will “delight consumers” or “be affordable, safe
and reliable.”

Customer Preferences – Indicating that products will be designed to customer requirements, be

customisable or be offered in variety designed to suit customer preferences.

Service & Experience – A customer service and/or customer experience principle.

Listening – A commitment to listen to the customer and use their input to improve quality.

Compliance – Compliance to regulations and standards

Health & Safety – Committing to a safe product.

Defects – A commitment to work towards zero defects in products and services.

Accuracy – Accuracy beyond zero defects such as accurate product descriptions. E.g. a principle of
honesty and directness.

Testing – Specifically mentioning how you will test. E.g. mentioning that every item is tested before
it gets out the door.

Waste – A commitment to work towards zero waste.

Improvement – The principle that you will continually improve.

Industry Specific – Stating your value proposition. In other words, promising to be good at
something.

People - A commitment to have a positive impact on the communities in which you operate.

Privacy – If your firm handles a good deal of customer data, promise to secure it and keep it private.

Environment – A commitment to environmentally responsible products, services and operations.

Sourcing – The principle that parts materials and services will be responsibly sourced

Reference: https://simplicable.com/new/quality-policy 26/09/2019

Organisational Quality Standards/Policy Examples