The quality plan is created by the project manager and project team members by breaking down the project objectives into a work break- down structure. Using a treelike diagramming technique, the project activities are broken down into lower-level activities until specific quality actions can be identified.

The project manager then ensures that these actions are documented and implemented in the sequence that will meet the customer’s requirements and expectations. This enables the project manager to assure the customer that he has a road map to delivering a quality product or service and therefore will satisfy the customer’s needs.

A good quality plan will be able to:

• Identify all of the organization’s external and internal customers.
• Cause the design of a process that produces the features desired by the customer.
• Bring in suppliers early in the process.
• Cause the organization to be responsive to changing customer needs.
• Prove that the process is working and that quality goals are being met.