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Enhancing project Management Effectiveness Through Quality Management Systems and CRM Processes

Abstract of the Student #Thesis: Ivan Gradev

In this thesis, we will analyze the role of Quality Management Systems (QMS) and Customer Relationship Management (CRM) processes in increasing the effectiveness of project management. The construction of a QMS is based on the international standards of the ISO 9000 series, with ISO 9001 being the most widely implemented. This standard ensures compliance with specific requirements across various stages, including design, development, production, installation, and service.

Each organization should select a standard that encompasses all its activities, even if it includes references to activities the company does not perform. For a company to function effectively and efficiently, it must implement and manage multiple interactive activities. An activity that converts input requirements into output requirements is treated as a process. Applying a system of processes within an organization, along with the implementation, interaction, and management of these processes, constitutes a "process-oriented model." The advantage of this model is continuous management achieved by integrating individual processes into a cohesive system, facilitating their combination and interaction.

TechMetrics Ltd. has chosen the ISO 9001:2008 standard for implementing its QMS. When implementing such a model, the company must emphasize the importance of:

  • Understanding and meeting requirements

  • Monitoring processes relevant to value creation

  • Obtaining output data as a result of process efficiency

  • Continuously improving processes based on objective measurements

After undergoing the required procedures, the company is certified according to ISO 9001:2008 and continues its activities in accordance with established standards. TechMetrics Ltd. has created a Quality Manual, where all company activities and related procedures are described.

This thesis will also address the CRM processes implemented in the company and examine how managing these CRM processes through the ISO 9001:2008 standards increases the effectiveness of project management.

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