How is quality defined in the context of program management?

Quality in the context of program management is primarily defined by the customer’s expectations. This perspective emphasizes that the ultimate measure of quality is whether the program meets the demands and needs of its end-users. It recognizes that customers have specific requirements and expectations regarding both the outcome and the overall experience, which should be the guiding force in determining what constitutes quality.

By focusing on the customer's expectations, program managers can ensure that the deliverables align with what is most valuable to the stakeholders. This approach helps in creating a strong relationship with customers by actively engaging with them to understand their needs, and it encourages a customer-centric mindset throughout the life cycle of the program.

Other approaches, such as relying solely on project managers' standards, continuous testing and adjustments, or industry benchmarks, may not adequately capture the nuances of what quality means to the customer. While these factors can contribute to quality assurance processes, they lack the direct tie to customer satisfaction that is vital for defining quality in program management. Hence, understanding and meeting customer expectations remains the cornerstone of quality in this context.