Abstract

Companies declare that quality or customer satisfaction is their top priority in order to keep and attract more business in an increasingly competitive marketplace. The cost of quality (COQ) is a tool which can help determine the optimal level of quality investment. COQ analysis enables organizations to identify measure and control the consequences of poor quality. This study attempts to identify the COQ elements across the enterprise resource planning (ERP) implementation phases for the ERP implementation services of consultancy companies. The findings provide guidance to project managers on how best to utilize their limited resources. In summary, we suggest that project teams should focus on “value-added” activities and minimize the cost of “non-value-added” activities at each phase of the ERP implementation project.

Key words: Services, ERP implementation services, quality standard, service quality standard, cost of quality, project management, project quality management, project financial management.