Customer - driven project management : building quality into project processes

Library	Item Barcode	Call Number	Material Type	Item Category 1	Status
Searching... PSZ JB	30000004893131	HD69.P75 B38 2001	Open Access Book	Book	Searching... Unknown
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Summary

Publisher's Note: Products purchased from Third Party sellers are not guaranteed by the publisher for quality, authenticity, or access to any online entitlements included with the product.

ET CUSTOMERS CREATE YOUR SUCCESS!

With New Cases and Scheduling Applications -- and New Insights on Project Management in the Internet Age!

Complete resource for project managers and project executives on project quality management! Practical guide to doing the right job -- and getting the job done right the first time!

See how embedded quality assures customer satisfaction--and how to schedule quality into the project process. This newly revised Customer-Driven Project Management steers you to improved project quality management through total customer involvement. Featuring new chapters on the Internet, quality scheduling, project review, and personal and professional growth planning, this provocative guide offers updated techniques that can help you:

* Understand customers -- and their needs and expectations
* Keep customers productively involved in project management
* Embed quality into the product early in the process
* Make organizations work better with project-driven business models
* Market your PM skills with "Brand You" methods
* Short-circuit stumbles with senior management "insurance"
* Put free PM 'Net tools to work for you
* Predict the life cycle of e-businesses
* Draw ideas and inspiration from the Project Management Institute's Body of Knowledge on project quality management.

Designed as a practical step-by-step guide for working project managers and executives, Customer-Driven Project Management is also a superb resource for those who aspire to fully understand the concept of project quality management and to achieve the Project Management Professional (PMP) certification. Helpful guide for anyone who wants to get any kind of team project done better, faster, cheaper, and with greater customer satisfaction.

Author Notes

Bruce T. Barkley is co-author of the first edition of this book, faculty member with the Keller Graduate School of Management in Atlanta, Georgia, and Project Administrator with Universal Avionics Corporation, a global high-tech electronics firm. Mr. Barkley has served as Vice President of The Learning Group Corporation, instructor with the University of Maryland and Manager of Consulting for the Maryland Center for Quality and Productivity. He is the recipient of the University of Maryland's "Excellence in Teaching" award.

James H. Saylor is the author of the TOM FIELD MANUAL, TOM SIMPLIFIED, and co-author of the first edition of this book. He is the founder of The Business Coach (the businesscoach.org) and Vice President of Operations and Logistics for ELKAY PLASTICS COMPANY. Mr. Saylor has over 30 years' experience in organizational management, integrated logistics support, and training. He has coached, trained, and facilitated many public and private organizations in achieving their specific goals.

Preface to the Second Edition	p. xvii
Acknowledgments	p. xxxiii
Chapter 1. Project Management in the E-World: Changing Rules and Roles	p. 1
Introduction	p. 1
Leveraging Customer Value	p. 2
Linkages to Quality	p. 14
Business-to-Business (B2B)	p. 15
Main Points	p. 16
Chapter 2. Customer-Driven Quality and Scheduling	p. 17
Introduction	p. 17
Quality Tools and Techniques	p. 18
Tools	p. 20
Scheduling as Team Motivator	p. 23
Quality Is Scheduled	p. 24
Project Quality Management Principles: The Backdrop to Scheduling	p. 32
Quality as Driver	p. 36
Project Planning	p. 37
Scheduling	p. 40
Baselining the Schedule Is a Quality Management Action	p. 41
Resource Planning	p. 43
Long-Term Staff Planning	p. 44
Preparing Staffing Policy and Plans	p. 44
Schedule Review	p. 46
Main Points	p. 47
Chapter 3. Project Management and Quality	p. 49
Introduction	p. 49
Why Customer-Driven Project Management?	p. 51
Customer-Driven Project Management	p. 60
Main Points	p. 75
Chapter 4. Historical Perspective on Project Quality Management	p. 79
Introduction	p. 79
Foundation of Project Management	p. 81
Foundation of Total Quality Management	p. 89
Project Quality Management	p. 108
The Quality Movement	p. 108
Quality Planning	p. 110
Quality Assurance	p. 110
Quality Control	p. 111
Continuous Process Involvement	p. 111
What's Next in Quality: Future Issues and Opportunities	p. 111
Main Points	p. 112
Chapter 5. Leadership and Quality	p. 117
Introduction	p. 117
CDPM Requires a Total Quality Management Environment	p. 119
Project Management System	p. 135
CDPM Team Structure	p. 139
Main Points	p. 144
Chapter 6. The Eight-Step Process	p. 147
Introduction	p. 147
Focus	p. 149
Teamwork	p. 151
Customer-Driven Project Management Improvement Methodology	p. 153
Main Points	p. 188
Chapter 7. A Summary of Tools	p. 191
Introduction	p. 191
Customer-Driven Teams	p. 192
People Involvement Tools and Techniques	p. 192
Definition Tools and Techniques	p. 193
Understanding Tools and Techniques	p. 193
Selection Tools and Techniques	p. 194
Analysis Tools and Techniques	p. 194
Project Management Tools and Techniques	p. 195
System Development Tools and Techniques	p. 195
Use of Tools and Techniques within the CDPM Improvement Methodology	p. 196
Use of CDPM Tools and Techniques for Systems Development Project	p. 200
Main Points	p. 201
Chapter 8. Quality Project Review	p. 203
The Project Management System	p. 203
The Maturity Model and Project Review	p. 207
Project Management Phases: A Senior Management Perspective	p. 207
Phase 1 Concept--Clarify Customer Requirements and Generate and Select Projects	p. 208
Phase 2 Project Definition	p. 210
Phase 3 Design and Implementation	p. 213
Phase 4 Project Closeout and Follow-on	p. 214
Tools and Techniques	p. 215
Project Reviews for Actionable Information	p. 217
Main Points	p. 219
Chapter 9. Customer-Driven Teams (CDTs)	p. 221
Introduction	p. 221
Traditional Project Teams	p. 222
Customer-Driven Teams (CDTs)	p. 223
Foundations for Establishing Customer-Driven Teams	p. 227
Establishing a Customer-Driven Team	p. 228
The Customer Project Leader	p. 230
The Project Facilitator	p. 231
Customer-Driven Team Members	p. 233
The Customer-Driven Team in Project Management and Team Development	p. 235
Applications of Customer-Driven Teams	p. 240
Main Points	p. 243
Chapter 10. "Brand You" and Professional Growth	p. 245
Ability to Work in Teams	p. 249
Customer Orientation	p. 249
Ability to See "Work Flows" and the "Big Picture"	p. 250
Ability to Do and Lead Quality Work	p. 250
Ability to Do a High Quantity of Good Work	p. 250
Use of Resources and Time	p. 250
Communications	p. 250
Interpersonal Relationships	p. 251
Conceptual Skills	p. 251
Problem-Solving Skills	p. 251
Job Knowledge	p. 251
Organization of Work	p. 251
Personal Initiative	p. 252
Coaching and Mentoring Staff	p. 252
Technical and Professional Competence	p. 252
Performance Appraisal	p. 252
Empowerment	p. 256
Preserving the Wonder in Project Management	p. 258
Main Points	p. 259
Chapter 11. Quality Team Skills	p. 261
Introduction	p. 261
Individual Involvement	p. 261
Teams	p. 263
Communication	p. 274
Listening	p. 277
Focus Setting	p. 278
Meetings	p. 282
Brainstorming	p. 288
Presentations	p. 292
Main Points	p. 299
Chapter 12. Translating Expectations to Specifications	p. 307
Introduction	p. 307
Quality Function Deployment	p. 312
Benchmarking	p. 317
Metrics	p. 322
Main Points	p. 325
Chapter 13. Process Tools	p. 331
Introduction	p. 331
Process Diagram	p. 337
Input/Output Analysis	p. 343
Supplier/Customer Analysis	p. 346
Main Points	p. 351
Chapter 14. Tools for Quality Decisions	p. 353
Introduction	p. 353
Selection Techniques	p. 353
Decision Making	p. 362
Main Points	p. 365
Chapter 15. Work Flows	p. 367
Introduction	p. 367
Process Analysis	p. 368
Work-Flow Analysis	p. 370
Cause-and-Effect Analysis	p. 373
Data Statistical Analysis	p. 377
Force-field Analysis	p. 395
Main Points	p. 396
Chapter 16. Work Breakdown and Scheduling	p. 399
Introduction	p. 399
Contract	p. 402
Work Breakdown Structure	p. 404
Task List	p. 410
Project Schedule	p. 411
Risk Management	p. 427
Project Management Information System	p. 441
Main Points	p. 443
Chapter 17. More Tools	p. 447
Introduction	p. 447
Concurrent Engineering	p. 449
Quality Function Deployment	p. 451
Robust Design	p. 451
Statistical Process Control	p. 455
Cost of Poor Quality	p. 456
Systems Development/Improvement Methodologies within the DoD	p. 458
Main Points	p. 460
Chapter 18. Some Future Considerations	p. 463
Introduction	p. 463
CDPM Application Considerations	p. 465
CDPM Application Process	p. 466
Application of CDPM in the Future	p. 494
Main Points	p. 498
Appendix A. Cases in Project Quality Management	p. 501
Case 1 The Huntsville Case	p. 501
Case 2 Logistics Communication	p. 512
Case 3 Computer-Based Training	p. 517
Case 4 Higher Education	p. 520
Case 5 Health Care Finances	p. 524
Minicases and Exercises	p. 526
Appendix B. Project Quality Management: PMI Body of Knowledge	p. 547
B.1 Quality Planning	p. 550
B.2 Quality Assurance	p. 554
B.3 Quality Control	p. 555
Appendix C. Assessment	p. 561
Introduction	p. 561
Individual Assessment	p. 562
Team Assessment	p. 566
Abbreviations and Acronyms	p. 573
Glossary	p. 575
Bibliography	p. 591
Index	p. 595

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Author Notes

Table of Contents