Assessment of Project Quality Management Practices: In The Case of Awash, Dashen and United Bank

Abstract

The banking industry is one of the largest investments in Ethiopia. Almost all the services in the banking sectors are implemented as a project. Hence, project quality management has undeniable importance to those banking sectors to deliver their service with the desired quality. Since the services delivered by those banking sectors are almost similar quality is the key to with their competitors by increasing customer satisfaction. The main objective of the research is to explore the project quality management practice in selected private banks, find the potential gaps and put possible recommendations for those gaps. The empirical data were obtained from qualitative research methods and thematic analysis is used to analyze the raw data and generate a meaningful conclusion. Reliability and validity have also been taken into consideration. The result of this study indicates that those private banks do not have separate project quality management process which includes Plan Quality Management, Manage Quality, and Control Quality. They perform it implicitly by integrating with other tasks. The study also reveals other gaps in their project quality management process, which are lack of commitment, awareness and skill in different stakeholders and poor communication between them. For better and improved project quality management practices in those banks the researcher mainly recommends that there should be a separate and independent process of project quality management processes. This will make the banks to give it appropriate attention and manage it well.