Managing value and quality in design

Abstract

The role of stakeholders in defining project values influences product quality expectations as well as designers' expectations in meeting these goals. Ultimately, these determine the functional, physical and symbolic product characteristics that are necessary to achieve customer satisfaction. The issues of value and quality are compared within the context of design management, including their theoretical and philosophical underpinnings as well as current management techniques. Value and quality can be misunderstood and confused; therefore, it is vital for stakeholders to have a common understanding of terminology and meaning. This is particularly true of customers who need to be engaged in a straightforward manner. Our research into the management of value delivery in design is used to explore opportunities for incorporating design quality indicator (DQI) assessments into a project management system that ensures the delivery of stakeholder value during the design stage. Opportunities for customization of the DQI content and the context of application at this stage of a project (as opposed to assessments during and after construction) are explored and may be key to success in delivering value in addition to product quality.