BSBPMG532

Manage project quality

Learner Workbook
Table of Contents
Table of Contents...........................................................................................................................1
Instructions to Learner...................................................................................................................3
Assessment instructions................................................................................................................3
Assessment requirements.............................................................................................................6
Candidate Details...........................................................................................................................7
Assessment – BSBPMG532: Manage project quality.....................................................................7
Activities........................................................................................................................................8
Activity 1A......................................................................................................................................8
Activity 1A Checklist.....................................................................................................................10
Activity 1B....................................................................................................................................12
Activity 1C....................................................................................................................................13
Activity 1D...................................................................................................................................14
Activity 1D Observation Checklist................................................................................................15
Activity 1A-1D Checklist...............................................................................................................17
Activity 2A....................................................................................................................................18
Activity 2B....................................................................................................................................19
Activity 2C....................................................................................................................................20
Activity 2D...................................................................................................................................21
Activity 2A-2D Checklist...............................................................................................................22
Activity 3A....................................................................................................................................23
Activity 3B....................................................................................................................................24
Activity 3C....................................................................................................................................25
Activity 3A-3C Checklist...............................................................................................................26
Summative Assessments..............................................................................................................27
Section A: Skills Activity...............................................................................................................28
Section B: Knowledge Activity (Q & A).........................................................................................30
Section C: Performance Activity...................................................................................................31
Case Studies.....................................................................................................................................33
Case Study A – Bob and Jenny’s...................................................................................................33
Case Study B – Quality assurance................................................................................................34
Case Study C – Project outcomes.................................................................................................35

1
Case Study D – Design team issues..............................................................................................37
Competency record to be completed by the assessor...................................................................38

2
Instructions to Learner
Assessment instructions
Overview
Prior to commencing the assessments, your trainer/assessor will explain each assessment task and
the terms and conditions relating to the submission of your assessment task. Please consult with
your trainer/assessor if you are unsure of any questions. It is important that you understand and
adhere to the terms and conditions, and address fully each assessment task.

Written work
Assessment tasks are used to measure your understanding and underpinning skills and knowledge of
the overall unit of competency. When undertaking any written assessment tasks, please ensure that
you address the following criteria:

 Address each question including any sub-points

 Demonstrate that you have researched the topic thoroughly

 Cover the topic in a logical, structured manner

 Your assessment tasks are well presented, well referenced and word processed

Active participation
It is a condition of enrolment that you actively participate in your studies. Active participation is
completing all the assessment tasks on time.

Plagiarism
Plagiarism is taking and using someone else's thoughts, writings or inventions and representing them
as your own. Plagiarism is a serious act and may result in a learner’s exclusion from a course. When
you have any doubts about including the work of other authors in your assessment, please consult
your trainer/assessor. The following list outlines some of the activities for which a learner can be
accused of plagiarism:

 Presenting any work by another individual as one's own unintentionally

 Handing in assessments markedly similar to or copied from another learner

 Presenting the work of another individual or group as their own work

 Handing in assessments without the adequate acknowledgement of sources used, including

assessments taken totally or in part from the internet.

If it is identified that you have plagiarised within your assessment, then a meeting will be organised
to discuss this with you, and further action may be taken accordingly.

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Collusion
Collusion is the presentation by a learner of an assignment as their own that is, in fact, the result in
whole or in part of unauthorised collaboration with another person or persons. Collusion involves
the cooperation of two or more learners in plagiarism or other forms of academic misconduct and,
as such, both parties are subject to disciplinary action.

Competency outcome
There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory (requires more
training and experience).

Once the learner has completed all the assessments for this unit of competency, the learner will be
awarded “Competent” (C) or “Not Competent” (NC) for the relevant unit of competency.

Confidentiality
The college will treat anything, including information about your job, workplace, employer, with
strict confidence, in accordance with the law. However, you are responsible for ensuring that you do
not provide us with anything regarding any third party including your employer, colleagues and
others, that they do not consent to the disclosure of. While we may ask you to provide information
or details about aspects of your employer and workplace, you are responsible for obtaining
necessary consents and ensuring that privacy rights and confidentiality obligations are not breached
by you in supplying us with such information.

4
Assessment appeals process
If you feel that you have been unfairly treated during your assessment, and you are not happy with
your assessment and/or the outcome as a result of that treatment, you have the right to lodge an
appeal. You must first discuss the issue with your trainer/assessor. If you would like to proceed
further with the request after discussions with your trainer/assessor, you need to lodge your appeal
via the complaint and appeal form which is available on the college website.

Recognised prior learning

Learners will be able to have their previous experience or expertise recognised on request.

Special needs
Learners with special needs should notify their trainer/assessor to request any required adjustments
as soon as possible. This will enable the trainer/assessor to address the identified needs
immediately.

5
Assessment requirements
Assessment can be:
 Direct observation

 Product-based methods e.g. reports, role plays, work samples

 Portfolios – annotated and validated

 Questioning.

The assessment activities in this workbook assess aspects of all the elements, performance criteria,
skills and knowledge and performance requirements of the unit of competency.

To demonstrate competence in this unit, you must undertake all activities in this workbook and have
them deemed satisfactory by the assessor. Once you have demonstrated the required level of
performance, you will be deemed competent in this unit.

As part of the assessment process, all learners must abide by any relevant assessment policies as
provided during induction.

6
Candidate Details
Assessment – BSBPMG532: Manage project quality
Please complete the following activities and hand in to your trainer/assessor for marking. This forms
part of your assessment for BSBPMG532: Manage project quality.

Name: AARIF KHAN

Email: [email protected]

Student ID: RC00000553

Declaration

I declare that no part of this assessment has been copied from another person’s work with the
exception of where I have listed or referenced documents or work and that no part of this
assessment has been written for me by another person. I also understand the assessment
instructions and requirements and consent to being assessed.

Signed: AARIF

Date: 14/05/2022

If activities have been completed as part of a small group or in pairs, details of the learners
involved should be provided below:

This activity workbook has been completed by the following persons and we acknowledge that it
was a fair team effort where everyone contributed equally to the work completed. We declare that
no part of this assessment has been copied from another person’s work with the exception of where
we have listed or referenced documents or work and that no part of this assessment has been
written for us by another person.

Learner 1: ____________________________________________________________

Signed: ____________________________________________________________

Learner 2: ____________________________________________________________

Signed: ____________________________________________________________

Learner 3: ____________________________________________________________

Signed: ____________________________________________________________

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Activities
Activity 1A
Objective To provide you with an opportunity to identify quality objectives and
standards with input from relevant stakeholders.
Equipment  Access to peers
needed  Suitable space for a roleplay.
This activity will need to be observed. The assessor has a checklist of criteria
they will base your assessment on.

This is a roleplay activity to be conducted in groups of four.

You are playing the role of project manager while your colleagues will play
the role of three different stakeholders. You are holding a meeting to identify
two quality objectives/standards from each stakeholder.

You must:

 Introduce yourself
 Explain the reason for the meeting
 Identify the stakeholders’ roles
 Identify a total of six quality objectives/standards to be implemented
(two from each stakeholder)
 Communicate effectively and efficiently
 Guide the meeting and encourage all participants to provide input.

Person A: Customer

You have been a customer for over ten years but are fed up with the number
of product recalls issued over the past year. You are losing faith in the
company as customer service has been very dismissive of your complaints.
Your quality objectives are zero product recalls and an improvement in
customer service (maintain a customer satisfaction rate of 90%).

Person B: Manager

Operational efficiency has been negatively impacted over the last 12 months.
You have recently hired in the workforce but want to see an overall
improvement in operational efficiency by 15%. Defects must also be
decreased, and you want to see a huge drop in the percentage of products
sent out with issues (send out fewer than 5% of products with defect).

Person C: Sponsor

You are becoming increasingly frustrated by the product’s performance.

Competitors are showing 20 hours of use where your company is at 15. You
would like to see this increased to at least 18 hours as soon as possible. You
have also heard that deliveries have been delayed recently, it would improve
company reputation they could achieve 95% of on-time deliveries.

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Hey I go by Askari as the majority of you definitely know. I'm project
administrator on this quality task and I am trusting your full collaboration
concerning finishing this undertaking with the concurred quality. The sole
motivation behind this gathering is to recognize two quality targets/norms from
every partner. Our clients are the renowned partners of our organization and to
address their portion we have Mister David; he has been a client for more than
decade however is tired of the quantity of item reviews gave throughout the
last year. After top to bottom conversation Mr. David gave us the criticism that
he is losing confidence in the organization as client support has been
exceptionally pompous of clients' objections.
His quality targets are:
• Zero item reviews and
• An improvement in client support (keep a consumer loyalty pace of 90%)

Mr. Wasi as of late joined the labor force as a chief and understood that
functional proficiency has been harmed throughout the course of recent
months. Mr. Wasi gave his criticism about quality targets as:
• A general improvement in functional proficiency by 15%
• Deserts should likewise be diminished, and you need to see an immense drop
in the level of items conveyed with issues (convey less than 5% of items with
imperfection).

Our support Mark endeavors are turning out to be progressively baffled by the
item's presentation. He is stressed that contenders are showing 20 hours of
purpose where our organization is at 15. Mr. Mark mentioned to see
• the expanded to somewhere around 18 hours straightaway
• additionally our conveyances have been deferred as of late; it would further
develop organization notoriety by accomplishing 95% of on-time conveyances.

Much thanks to you for coming and aiding me in understanding the quality
targets for our organization.

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Activity 1A Checklist
This should be used by the trainer/assessor to document the learner’s performance as relevant to
the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not
satisfactory (NS) for the activity or if reassessment is required.

Task #1 – <Activity 1A>

The student is required to demonstrate ALL Assessmen Reassessmen
components from the list below t t Comments
Date: Date:

Did the student: S NS S NS Assessor

Tick must
record
observation
s in
sufficient
detail to

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demonstrat
e their
judgement
of the
student’s
performanc
e against
the criteria

1 Identify quality objectives and standards with

input from relevant stakeholders:
 Confidently play the role of project manager
leading a meeting with stakeholders
 Act professionally at all times
 Encourage all members of the meeting to
share their feelings and input
 Introduce themselves clearly and concisely
 Explain the reason for the meeting, i.e. to
gather input from stakeholders to form a
project quality management plan
 Correctly identify the stakeholders’ roles, i.e.
customer, manager and sponsor
 Identify two quality objectives/standards
from each stakeholder and make a record of
them:
o customer – safety: zero product recalls,
customer service: maintain a customer
satisfaction rate of 90%
o manager – defects: send out fewer than
5% of products with a defect, operational
efficiency: improve operational efficiency
by 15%
o sponsor – performance: increase product
performance to 18 hours of use, delivery:
achieve 95% of on-time deliveries
 Effectively and efficiently communicate.

All task criteria must be satisfactorily demonstrated by the student. The task has been confirmed:

Satisfactory Not Satisfactory

Assessor comments/recommendations for future training/action in cases where the student has
not satisfactorily achieved all criteria:

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Assessor Declaration: I declare that I have observed the student perform this task. The
task has been conducted as per assessment procedures and the
instructions provided for this assessment task. I have provided
appropriate feedback to the student.

Assessor Name:

Assessor Signature:

Date Marked:

12
Activity 1B
Objective To provide you with an opportunity to develop quality metrics for the project
and any product output in a quality management plan.
This activity does not require observation.

Develop and document relevant metrics, standards and criteria for the six
quality objectives identified in Activity 1A.

Product Recalls - Half yearly Six Monthly

Quality
Management
Review (QMR)

Customer keep a consumer Quarterly Quarter Monthly

Satisfaction loyalty pace of QMR
90%

Operational Generally Quarterly Quarter Monthly

Efficiency speaking QMR
improvement by
15%

Defects convey less than Quarterly Quarter Monthly

5% of items with QMR
imperfection

Hours of expanded to Quarterly

Operation something like
18 hours

On-time 95% of on-time Monthly Monthly QMR

deliveries conveyances

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Activity 1C
Objectiv To provide you with an opportunity to select quality management methods and
e tools for resolving quality issues.
This activity does not require observation.

Select the appropriate quality management tools and methods for resolving the
different stages of quality issues. Put an ‘X’ in the relevant box if the tool or
technique can help with the stated process improvement step.

Tool/ Process Improvement Methodology Step

Technique Selec Understan Performanc Revie Chang Captur
t d e w e e
Mapping X X X
Flowcharting X X X
Force field X X X
Cause and X
effect
Mind mapping X X X
Pareto analysis X
SPC X X
Scattergrams X X
Matrix analysis X X
Dot plot X X X X

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Histogram X X

Activity 1D
Objective To provide you with an opportunity to consult with project team and
stakeholders on quality requirements.
Equipment  Access to peers
needed  Suitable space for a roleplay.
This activity will need to be observed. The assessor has a checklist of criteria
they will base your assessment on.

This is a roleplay activity to be conducted in groups of five. You are playing

the role of project manager, and the other participants will make up the
project team and stakeholders.

Refer to Case Study A – Quality requirements

You are holding a meeting to consult the project team and stakeholders on
quality requirements. Using the information from the case study, identify
seven requirements that are essential to the success of this project. Ensure
you lead the meeting efficiently and communicate effectively, and document
your findings.

Askari: Hi Everyone welcome to the task meeting I truly value your presence.
We are here today to distinguish quality prerequisites for the Bob and Jenny's

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Ice cream parlor.

Partner 1: I need to add that after brief examination I have understood that
piece sizes of the frozen yogurt in the parlor are not steady inside the tubs. The
item consistency is vital for the outcome of the business.

Askari: Yes, I could impeccably comprehend that the item consistency is the
premise of business achievement.

Project Team member1: Quality in frozen yogurt implies dependability and

consistency. So that is a major obstacle to cross.

Partner 2: At this stage I like to make reference to that there is an absence of

accessibility of items specifically region of the country.

Project Team part 2: Being a store network supervisor I can comprehend the
accessibility issues for a frozen yogurt. It is normal that the item show up at its
objective in wonderful condition. Reports have shown some excursions have
made the item liquefy and adversely affected the bundling, making it hard to
open and reseal.

Partner 3: Customers feel the flavors are not exceptionally intriguing. There
doesn't appear to be any fervor about the item, and deals show areas of
strength for a for the principal contenders.

Project Team part 3:

The vibe of the marking doesn't interest grown-ups or youngsters, and there
have been remarks on the absence of natural fixings.

Askari: After the conversation I reached the resolution that the accompanying
quality prerequisite is fundamental for the business achievement.

1. Consistency: units to be inside predictable

2. Accessibility: units to be accessible in significant outlets the nation over

3. Client experience: flavors to be improved and marking to be assessed

4. Unwavering quality: persevering and predictable execution in certifiable

circumstances, for example transport

5. Execution: bundling to be not difficult to open and reseal

6. Look: main interest group to be distinguished

7. Fixings: quality to be improved with natural choices investigated.

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Activity 1D Observation Checklist
This should be used by the trainer/assessor to document the learner’s performance as relevant to
the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not
satisfactory (NS) for the activity or if reassessment is required.

Activity 1D
The student is required to demonstrate ALL Assessmen Reassessmen
components from the list below t t Comments
Date: Date:

Did the student: S NS S NS Assessor

Tick must
record
observation
s in
sufficient
detail to
demonstrat
e their
judgement
of the

17
student’s
performanc
e against
the criteria

1 Consult with project team and stakeholders on

quality requirements:
 Confidently play the role of project manager
during a meeting to discuss quality
requirements
 Encourage responses from both the project
team and stakeholders, and show respect for
their input
 Consult all participants to correctly identify
seven quality requirements:
o consistency: units to be internally
consistent
o availability: units to be available in major
outlets across the country
o customer experience: flavours to be
improved and branding to be reviewed
o reliability: enduring and consistent
performance in real-world situations, i.e.
transport
o performance: packaging to be easy to
open and reseal
o look: target audience to be identified
o ingredients: quality to be improved with
organic alternatives explored
 Speak clearly, concisely and professionally at
all times
 Guide the meeting to discuss all seven points.

All task criteria must be satisfactorily demonstrated by the student. The task has been confirmed:

Satisfactory Not Satisfactory

Assessor comments/recommendations for future training/action in cases where the student has
not satisfactorily achieved all criteria:

Assessor Declaration: I declare that I have observed the student perform this task. The task
has been conducted as per assessment procedures and the

18
instructions provided for this assessment task. I have provided
appropriate feedback to the student.

Assessor Name:

Assessor Signature:

Date Marked:

19
Activity 1A-1D Checklist
This should be used by the trainer/assessor to document the learner’s knowledge as relevant to the
unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory
(NS) for the activity or if reassessment is required.

Activity 1A-1D

Has the activity been answered and performed fully, as required to Yes No
assess the competency of the learner? (Please circle)

Has sufficient evidence and information been provided by the Yes No

learner for the activity? (Please circle)

Comments

Provide your comments here:

The learner’s
Not yet satisfactory Satisfactory
performance was:

20
Activity 2A
Objective To provide you with an opportunity to perform quality assurance audit of
project processes for compliance with agreed plans.
This activity does not require observation.

Refer to Case Study B – Quality assurance

You are halfway through Bob and Jenny’s quality management project, and it
is time to perform a quality assurance audit of project processes for
compliance with agreed plans.

As a reminder, these are the agreed plans:

 Consistency: units to be internally consistent

 Availability: units to be available in major outlets across the country
 Customer experience: flavours to be improved and branding to be
reviewed
 Reliability: enduring and consistent performance in real-world situations,
i.e. transport
 Performance: packaging to be easy to open and reseal
 Look: target audience to be identified
 Ingredients: quality to be improved with organic alternatives explored.

Read the feedback and summarise overall conformance to the plan,

highlighting any lessons learned and continuous improvement plans to be
implemented.

Quality confirmation reviews might include:

⮚ Conformance to design
⮚ Administration and navigation.
⮚ Conformance to norms
⮚ Freedom and substantial cycles
⮚ Support of undertaking records.

Deliberate audit
 Partners are happy with your administration of the venture however remark
that progress could be speedier
 All specialists have exhibited an interest in the venture and done whatever it
takes to carry out the arrangement in their regular exercises
 Accessibility has expanded by 25%, with a moved ascent in traveller areas of
interest
 All items moved to these areas have shown up in wonderful condition.
 Discussions have begun with neighbourhood ranchers to only utilize natural
milk and other dairy items required

Nonstop improvement
 Flavor tests directed with irregular examples and a scope of crowds, yet
results are uncertain right now
 Creation supervisors have expressed that an adjustment of flavours would be
excessively exorbitant as of now

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 The marking and look of the tubs has not changed, however thoughts are
being drawn up by an outsider organization
 Bundling tests have shown an extraordinary improvement in being more
straightforward to open and reseal - around 90% of tests have been a triumph

Illustrations learned
 Irregular reviews have shown consistency levels to be unsuitable, with just
60% of tubs holding the perfect proportion of frozen yogurt
 Partners have griped about an absence of correspondence from the board on
project progress and the results of their feedback.

Activity 2B
Objective To provide you with an opportunity to identify how to assess quality control
of project and product output according to agreed quality specifications.
This activity does not require observation.

1. Identify five quality control methods that you could implement in the
workplace.
⮚ Assessments and reviews in consistence with rules
⮚ Checking conformance to the detail
⮚ Normal appraisal by the individual or the checking of assessments by
inner or outer specialists
⮚ Prescribing ways of killing reasons for unacceptable execution of items
or cycles
⮚ Announcing differences.
2. How might you assess quality control? Give four methods.
⮚ Checking conformance to item particulars

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⮚ Checking of normal examinations by inside or outside specialists.
⮚ Inspecting whether the undertaking expectations have been met or are
on target to be met
⮚ Prescribing ways of wiping out reasons for inadmissible execution of
items or cycles
3. Following on from Activity 2A, how is quality control of the project carried
out and are project deliverables meeting quality specifications?
Different quality control activities, like assessments and reviews, may require
fundamental documentation; in these cases, you should keep records and
papers by hierarchical and administrative guidelines.

Activity 2C
Objective To provide you with an opportunity to identify causes of variance to quality
metrics and undertake remedial action.
This activity will not require observation.

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With reference to the project that you have worked on in Activities 1D to 2B,
provide an example of a variance that could occur within the project.

You should include the following details:

 What the variance is

 How you would identify the variance
 How the variance could affect the project’s quality.

Suggest an appropriate remedial action that could be taken.

The underlying driver investigation was completed to recognize difference:

Issue? Change in flavors would be excessively expensive

How? The presentation of various flavors required new

creation lines

Why? Old creation lines can't cook the new flavors

Arrangement? Work on the nature of existing flavors

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Activity 2D
Objective To provide you with an opportunity to maintain a quality management
system for timely recording of quality audit data.
This activity will not require observation.

For one aspect of the project seen from Activity 1D to 2C, explain how you
would maintain a quality management system (QMS) to record audit data
accurately and in good time.

To guarantee that the QMS can deliver precise quality review information, I
found a way following ways to guarantee that it is kept up with. This might
include:
 Contributing right information
 Correcting information as required
 Keeping up with the product form
 Adjusting the framework as required.
 Running normal checks
 Running reinforcements, if relevant.

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Activity 2A-2D Checklist
This should be used by the trainer/assessor to document the learner’s knowledge as relevant to the
unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory
(NS) for the activity or if reassessment is required.

Checklist

Has the activity been answered and performed fully, as required to Yes No
assess the competency of the learner? (Please circle)

Has sufficient evidence and information been provided by the Yes No

learner for the activity? (Please circle)

Comments

Provide your comments here:

The learner’s
Not yet satisfactory Satisfactory
performance was:

26
Activity 3A
Objective To provide you with an opportunity to review processes and implement
agreed changes continually throughout the project life cycle.
This activity will not require observation.

Refer to Case Study B – Quality assurance

Review the project processes to assess continuous quality improvement

through the project life cycle.

Identify any changes that may be needed and prepare a short plan on how
you would implement these. (Your plan should be attached to your workbook
if produced on separate paper).

Survey varieties
At the point when contrasts and different occasions happen during the
undertaking time period, you should make a move to guarantee that quality
points are adjusted so they stay feasible all through the task; as examined all
through this unit, inflexible estimations that are unbending can deliver the
venture fall flat, unviable, and as neglecting to meet the quality goals.
Changes might include:
⮚ Modified measurements and gauges
⮚ Activities inside laid out authoritative structure, strategies, and schedules.
⮚ Difference the board
⮚ Activities inside concurred authorisation and cutoff points

Survey process
It is basic to assess techniques and alterations to apply persistent turn of events
and quality administration upgrades for future activities. It is crucial for survey,
review project quality administration to find what worked out positively and
what turned out poorly.

Great survey processes are:

⮚ In light of sound proof and realities
⮚ Sufficiently recorded, in accordance with authoritative necessities and
methodology.
⮚ Properly organized to work with viable exploring
⮚ In light of all parts of the task

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Activity 3B
Objective To provide you with an opportunity to review project outcomes against
performance requirements.
This activity will not require observation.

Refer to Case Study C – Project outcomes

Review the project outcomes against the performance requirements to

evaluate if quality management processes and procedures were successful.
Write down your conclusions as a short report and ensure you cover the
following points:

 Are the deliverables functioning as expected?

 Are any error rates low enough, and are they fit for purpose?
 Is the deliverable functioning well, and are users adequately supported
and trained?
Number of workers expanded by 12%, and all have been completely prepared
in the quality administration project
 Are there enough skilled, confident people in place?
Laborers have remarked that the speed of progress has accelerated because of
the most recent admission of workers
 Are there necessary controls and systems in place, and are they working
sufficiently?
Reviews have uncovered 94% of laborers carrying out changes in their ordinary
exercises.
 What routine activities are required to support the project’s success?
Intermittent reviews are required.

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 If there are problems, how will they be addressed?
Outsider organization actually working on marking plan and have invaded on
the concurred time period.

Configuration group have miscommunicated their advancement and cost the

organization $5000 by missing the cutoff time.

Two correspondence channels now accessible for the sole reason for talking
about the quality administration plan: email and intranet gathering.

 How do the end results compare with the original project plan, e.g.
quality, schedule and budget?
o deals objective missed by 18,278 units
o meeting with partners expected to talk about the feasibility of expenditure
85% of the expanded benefits to change to nearby, natural dairy items.
o plan perspectives have missed cutoff times
o by and large benefits have expanded close by labor force number ascent

Activity 3C
Objective To provide you with an opportunity to identify and document lessons learned
and recommended improvements.
This activity does not require observation.

Refer to Case Study C – Project outcomes

29
Reflect on the project feedback and identify two lessons that you have
learned about managing project quality. You should explain what these are,
and suggest one or more improvements that you could make.

I have gained from the survey that the quantity of representatives has
expanded as benefits host risen Third-get-together organization actually
working on marking plan and have overwhelmed in the concurred time period
Design group have miscommunicated their advancement and cost the
organization $5000 by missing the cutoff time Two correspondence channels
now accessible for the sole motivation behind examining the quality
administration plan: email and intranet gathering.

Example Learned
• Correspondence ought to be serious and exact
• Future drives that intelligently follow this one will expand on the achievement
and benefits got hitherto.

Upgrades
Upgrades are arrangements and further developed rehearses got from quality
administration illustrations acquired from related knowledge.

Enhancements might include:

⮚ Give more private advancement refreshes during an undertaking
⮚ Two correspondence channels now accessible for the sole motivation behind
talking about the quality administration plan: email and intranet discussion

30
Activity 3A-3C Checklist
This should be used by the trainer/assessor to document the learner’s knowledge as relevant to the
unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory
(NS) for the activity or if reassessment is required.

Checklist
Has the activity been answered and performed fully, as required to Yes No
assess the competency of the learner? (Please circle)

Has sufficient evidence and information been provided by the Yes No

learner for the activity? (Please circle)

Comments

Provide your comments here:

The learner’s
Not yet satisfactory Satisfactory
performance was:

31
Summative Assessments
The summative assessments are the major activities designed to assess your skills, knowledge and
performance, as required to show competency in this unit. These activities should be completed
after finishing the Learner Guide. You should complete these as stated below and as instructed by
your trainer/assessor.

Skills, knowledge, and performance may be termed as:

 Skills – skill requirements, required skills, essential skills, foundation skills

 Knowledge – knowledge requirements, required knowledge, essential knowledge,

knowledge evidence

 Performance – evidence requirements, critical aspects of assessment, performance

evidence.

Section A: Skills Activity

The Skills Activity is designed to be a series of demonstrative tasks that should be assessed by
observation (by the assessor or third party, depending on the circumstances). In some cases, skills
will be demonstrated in writing, where the criteria fits.

It will demonstrate all of the skills required for this unit of competency – your assessor will provide
further instructions to you, if necessary.

Section B: Knowledge Activity (Q & A)

The Knowledge Activity is designed to be a verbal questionnaire where the assessor asks you a series
of questions to confirm your competency for all of the required knowledge in the unit of
competency.

Section C: Performance Activity

The Performance Activity is designed to be a practical activity performed either in the workplace or a
simulated environment. You should demonstrate the required practical tasks for the unit of
competency and be observed by the assessor and/or third party, as applicable to the situation. If the
third party is required to observe you, you will need to make the required arrangements with them.

32
If necessary for the activities, you should attach completed written answers, portfolios, or any
evidence of competency to this workbook.

33
Section A: Skills Activity
Objective: To provide you with an opportunity to show you have the required skills for this unit.

This activity will enable you to demonstrate the following skills:

 Reading:
o identifies, analyses and assesses textual information obtained from a range of sources
and determines how content may be applied to requirements
 Writing:
o develops and documents quality requirements for project plan
o records results of quality audits according to organisational requirements
 Oral communication:
o participates in verbal exchanges using clear language and appropriate non-verbal
features to provide and seek relevant information
o uses active listening and questioning techniques to elicit views and opinions of others
 Numeracy:
o interprets information to determine measurable objectives
o interprets numerical information to measure outcomes against objectives
o uses analytical skills to review and evaluate process and decide on future improvements
 Self-management:
o takes responsibility for identifying and following policies, procedures and standards
 Teamwork:
o selects and uses appropriate communication practices in a range of work contexts
o collaborates with others to foster shared understanding of quality requirements
 Planning and organising:
o sequences and schedules complex activities, monitors actions against goals, adjusting
plans and resources where necessary
 Technology:
o uses digital applications to access, organise, integrate and share relevant information in
effective ways.

Answer the activity in as much detail as possible.

Equipment needed

 Project documentation that includes quality criteria

 Access to a computer and the internet
 Access to peers
 Suitable space for roleplays and workplace activities.

Question 3 will need to be observed. The assessor has a checklist of criteria they will base your
assessment on.

1. Identify and access three different texts on quality management projects in your industry.
Your assessor will provide you with examples where required.

Quality Control
When you have an arrangement set up, quality control becomes an integral factor. This is the
course of truly examining and testing what you spread out in the arranging stage to ensure it is
possible.

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Quality Assurance
While quality control includes assessing the genuine items or administrations in the field, quality
confirmation is exploring the conveyance cycle of administrations or the quality administration
assembling of products.

Quality Improvement
At last, subsequent to finishing the quality control process, you really want to completely survey
your discoveries and think of a method for further developing your strategies going ahead.
Quality control the board is unproductive in the event that you are not able to make changes
when they are essential
2. Summarise two quality objectives and two standards from each text.

• Dependability Enduring and predictable execution in certifiable circumstances

• Accessibility The accessibility of a help
• Convenience Requirements connected with usability, for example, a container of espresso that is
simple for everybody to open and reseal.
• Client Experience-To ensure consumer loyalty

3. This activity will need to be observed.

This is a roleplay activity to be conducted in groups of three or four. Hold a discussion with the
other participants to collaborate and gather input on quality requirements for the objectives
and standards identified in Question 2.

Ensure you use clear language and positive body language to provide and seek relevant
information, and actively listen to all participants during the interaction. You will need to
question each person equally and respectfully to elicit their views and opinions.

Mr Johnson: What are the quality objectives in your sense or idea?

Mr William: I think the quality objectives are the values and goals of the product and the services of
the company or organization.
Mr Richard: In my opinion quality objectives are specific to different departments of the organization
and project of the team.
Mr Johnson: I think both of you have a clear idea about the quality objectives.

4. Document the six quality objectives and standards from the original texts alongside the ideas
and opinions from the interaction in Question 3. At this point, all suggestions should be
considered and noted in the documentation.

• Guarantee frameworks gave are fit to reason

• To improving consumer loyalty
• Keep up with elevated degree of framework dependability
• Give a responsive client care.
• Keep up with the capacity to recuperate the frameworks in case of a calamity
• Expanding generally speaking execution

5. Using relevant documentation and the internet, identify any standards, policies and
procedures that are necessary to implement for all six of the quality requirements.

ISO 9000 is a series, or family, of value the executives norms, while ISO 9001 is a norm inside the
family. The ISO 9000 group of norms additionally contains a singular standard named ISO 9000. This

35
standard spreads out the basics and jargon for quality administration frameworks (QMS). ISO 9000 is
characterized as a bunch of global norms on quality administration and quality confirmation created
to assist companies with really recording the quality framework components expected to keep a
proficient quality framework. They are not intended for any one industry and can be applied to
associations of any size.

6. Create an email that summarises the information from Questions 4 & 5 and send to your
roleplay colleagues. Ensure the body of the email is clear, concise, professional and easy to
understand.
Dear Manager,

Trust that you are getting along nicely. I have recorded six quality goals and norms from the first
texts close by the thoughts and sentiments. As well as recognized the ISO 9000 standard with
respect to the quality prerequisite.

PM Please go through the record and give input straightaway.

Kind regards,
Project manger

7. Refer to Case Study C – Project outcomes

Using the data from the year’s sales, create an appropriate chart to represent the information.

From this, identify:

 Two relevant measurable objectives for future projects

• Increment worker fulfillment by 30% before the year's over.
• An informative goal, such as presenting 2 new ability preparing approaches.
 The outcome against the sales objective
• The diminishing in the deals.
• Lower consumer loyalty
 Two possible future improvements to the overall process.
• The developing reception of computerized reasoning in the working environment
• The development of the labor force to incorporate both on-and shaky sheet ability.

8. Refer to Case Study C – Project outcomes

Using the audit data on content volume, complete an audit report with the following
requirements:

 Audited activity
Leading business generally execution.
 Audit date
21.03.2022
 Process owners
Project manager
 Audit criteria
Sales and performance
 Auditor(s)
Bob and Jenny

36
 Observations
 Number of representatives expanded by 12%, and all has been completely prepared in the
quality administration project. Laborers have remarked that the speed of progress has
accelerated because of the most recent admission of workers. Reviews have uncovered 94% of
laborers executing changes in their regular exercises. All bundling tests have been positive, with
just regrettable criticism from harm on the way.
 Findings and corrective action requests.
• Updating or supplanting gear.
• Recalibrating apparatuses.
• Refreshing work processes.
• Retraining workers on approaches and strategies.

9. Refer to Case Study D – Design team issues

Read the problems that have arisen from the third-party design team and complete the
following:

 A sequenced schedule of activities to be completed with their timeframes

Activities Timeframe
Project fruition time span 6 months
First drafts 1 month
Survey meeting 1 month
Modifications to be made 3 months
Second survey meeting 4 months
Last survey meeting 5 months

 A list of methods to monitor actions against goals

• Consistence observing
• Setting observing
• Recipient observing
• Monetary observing
• Hierarchical observing

 Contingency plans and further resources (where possible).

Alternate course of action is to permit the association to get back to its everyday tasks as fast as
conceivable after an unanticipated occasion. The emergency course of action safeguards assets,
limits client burden and distinguishes key staff, relegating explicit obligations with regards to the
recuperation.

Section B: Knowledge Activity (Q & A)

Objective: To provide you with an opportunity to show you have the required knowledge for this
unit.

The answers to the following questions will enable you to demonstrate your knowledge of:

 Quality management theory

 Relevant project quality standards that apply in the organisation
 Quality assurance and control techniques, key tools and methodologies
 Roles and responsibilities of quality management personnel
 Methods for managing continuous improvement.

37
Answer each question in as much detail as possible.

1. Briefly summarise ‘lean management’ and give nine characteristics of an effective ‘lean
leader’.

Lean administration is a way to deal with dealing with an association that upholds the idea of
persistent improvement, a drawn out way to deal with work that deliberately looks to
accomplish little, gradual changes in processes to further develop proficiency and quality.
Attributes of a compelling 'lean pioneer
• Compulsiveness
• Venture Embracement.
• Tireless Pursuit of Perfection.
• Over the top Customer Focus.
• Hero of Simplicity.
• Living the Gemba Style.
• Legitimate
• Upstanding
• Aware.
2. Briefly describe the role of ISO 9001 in all project quality standards and identify the seven
quality principles it includes from ISO 9001:2015.
ISO 9001 is the world's most perceived Quality Management System (QMS) standard. It plans to
assist associations with addressing the requirements of their clients and different partners all the
more really. This is accomplished by building a structure to guarantee steady quality in the
arrangement of products as well as administrations.

3. What is ‘quality assurance’? (Maximum 100 words)

Quality confirmation (QA) is an approach to forestalling missteps and imperfections in made items
and keeping away from issues while conveying items or administrations to clients; which ISO 9000
characterizes as "a component of value the executives zeroed in on giving certainty that quality
prerequisites will be satisfied".
4. List five aspects of a quality assurance audit.
• Honesty
• Exactness
• Objectivity
• Idealness
• Lucidity

5. Describe the three steps of implementing quality assurance.

Step 1: Identify Organizational Goals.
Step 2: Customer Feedback.
Step 3: Implement Continuous Improvements

6. Summarise the main differences between the roles and responsibilities of project managers
and quality managers.
The task chief is liable for everyday administration of the undertaking and should be able in dealing
with the six parts of a venture, i.e., scope, plan, finance, hazard, quality and assets. Then again,
Quality Manager is responsible for directing the creation interaction to ensure that all items fulfil
steady guidelines. Their obligations incorporate creating and executing quality control tests,
reviewing items at different stages and composing reports recording creation issues.

7. Fill in the missing information of the PDCA model in quality management:

38
1. Plan 2. Do

 Planning ahead (analysing and evaluating  Implement the plan

results)
 Taking steps to review the plan
 Identifying problems and issues
 Make the changes
 Developing required solutions
 Monitoring and controlling the plan
 Developing contingency plans

3. Check 4. Act

 Checking the actual outcomes  Taking action to analyse the process

 Comparing results with expected outcomes  Developing improvement process
 Identifying the requirement improvements  Identifying further opportunities to
improve

Section C: Performance Activity

Objective: To provide you with an opportunity to demonstrate the required performance
elements for this unit.

This activity will enable you to demonstrate the following performance evidence:

 Manage project quality on at least two occasions.

In the course of the above, the candidate must:

 Document a quality-management plan

 Implement quality control and assurance processes for a defined project using a range of
tools and methodologies.

Answer the activity in as much detail as possible.

Equipment needed

 Relevant project documentation including quality criteria, evidence of quality monitoring

and improvement practices
 Access to peers and suitable workspaces for activities.

Questions 1 & 3 will need to be observed. The assessor has a checklist of criteria they will base
your assessment on. Question 2 requires submission of documentation.

1. As a real or simulated workplace activity as directed by the assessor, you must work with two
colleagues on two separate quality management projects. These projects should be relevant to
your business industry and experience.

For both projects, you must:

39
 Discuss quality requirements to identify short-term and long-term goals which are
achievable and realistic
Two tasks I have chosen are
1. Project 1 Construction
Quality in development industry can be characterized as the achievement of satisfactory degrees of
execution from development exercises. This exhibition would be accomplished when the movement
meets or surpasses the prerequisite of the client or the proprietor. The nature of any item or
administration is accomplished when it adjusts to the ideal determinations. Accomplishing quality in
development industry in lengthy run is an extreme issue and has been an issue. Wasteful or no act of
value the board methodology will bring about extraordinary loss of time, cash, material, assets. For
instance, in building site, the originator would determine a specific grade of cement. The project
worker will utilize the elements of the substantial with the end goal that the ideal grade of cement is
gotten. The quality in development connects with the accompanying goals

1. Fulfilment of Contract Specifications

2. Finishing of Project inside Time
3. Improving Customer/Owner Satisfaction
4. Inspiration and Empowerment of Employees
5. Keeping away from Disputes and Claims
6. Execution in light of Purpose

Short term goals

Improving Customer/Owner Satisfaction

Long Term Goal

Turning into the market chief in development industry

2. Project 2 IT
 Reliability
 Consistency
 Availability
 Usability
 Maintainability
 Customer Services

Short term goals

Giving the predictable and solid item

Long Term
Objective enhanced the organization picture on the lookout

 Consult stakeholders when establishing objectives and standards

Construction Project 1
 The client
 The main contractor
 Designers
 Subcontractors
 People employed in any capacity in the project
 Local authorities

40
 The end users
 Professional bodies
 Local residents

IT project 2
 Project Manager
 Project Team
 Management Company or Top Management
 Sponsors or Investors
 Third-party vendors or subcontractors
 Customers

 Develop quality metrics for the project working alongside the relevant personnel

Project 1
Contract specifications

Success criteria Quality Control Frequency Responsible

NO variance in Record and Report Quarterly QA team

Specifications

Customer service

Success criteria Quality Control Frequency Responsible

100% customer Customer feedback Yearly QA team

satisfaction

Delivery on time

Success criteria Quality Control Frequency Responsible

No schedule delay Project Charter Weekly Project Team

Project 2
Reliability of Software

Success criteria Quality Control Frequency Responsible

No defects Software Testing Quarterly QA team

Usability

Success criteria Quality Control Frequency Responsible

100% compliant Record and Report Yearly QA team

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 Select appropriate quality management methods and tools to resolve quality issues.
There are various strategies for quality administration and procedures that can be used. They
include:
 Kaizen
 Zero Defect Programs
 Six Sigma
 Quality Circle
 Taguchi Methods
 the Toyota Production System
 Kansei Engineering
 TRIZ
 BPR
 OQRM
 ISO, and
 Top Down & Bottom-Up approaches

2. Working with your team, develop a quality management plan that will be appropriate for each
of your projects. Once this has been decided, you must then be responsible for producing a
document of this according to organisational policy and procedures (examples to be provided
by the assessor). Once completed, the plans should be attached to your workbook.

Your plans must contain:

 What the project is

 What it aims to achieve
 How the project will work
 The deliverables
 Other values.

IT Project Quality Management Plan

Project Title:Kitchen Renovation Project Number: MJ00865
Project Leader/Manager: Muhammad Bilgrami Anticipated Project Start Date: 09/06/2022
Sponsor: Alex.co Date Prepared: 06/04/2022

Quality Management Strategy

The objectives for quality administration of data innovation projects at Virginia Tech are to
guarantee:
• Project expectations meet their expressed necessities.
• Project the board processes are fittingly followed.

Quality administration is performed all through the venture lifecycle with extraordinary
thoughtfulness regarding:
1. Quality Planning - principally during the venture arranging process.
2. Quality Assurance (QA) - principally during the venture execution process.
3. sQuality Control (QC) - fundamentally during the task observing and controlling interaction.
4. Free Verification and Validation (IV&V) - unmistakably acted in all task processes aside from
commencement. (Note: IV&V is expected for exceptionally high gamble, complex undertakings.)

42
1 Quality Planning
Quality is how much the undertaking satisfies prerequisites. Quality administration arranging decides
quality arrangements and techniques applicable to the venture for both task expectations and
undertaking processes, characterizes who is liable for what, and reports consistence.
The quality administration plan recognizes these key parts:
Objects of quality review Quality Measure Quality Evaluation Methods

Project Deliverables Deliverable Quality Standards Quality Control Activities

Project Processes Process Quality Quality Assurance Activities

Standards Stakeholder
Expectations

Coming up next is a short clarification of every one of the parts of the quality administration plan.
Project Deliverables and The key venture expectations and cycles subject to quality
Project Processes audit.

Deliverable Quality Standards The quality norms that are the "actions" used to decide an
and Customer Satisfaction effective result for a deliverable. These principles might shift
reliant upon the kind of data innovation project. The consumer
loyalty models portray when every deliverable is finished and
satisfactory as characterized by the client. Expectations are
considered in contrast to these standards

Process Quality Standards and The quality norms that are the "actions" used to decide
Stakeholder Expectations whether venture work processes are being followed. Partner
assumptions portray when an undertaking cycle is viable as
characterized by the venture partners. A model is the audit and
endorsement of all high effect changes to the task.

Quality Control Activities The quality control exercises that screen and check that the
venture expectations satisfy characterized quality guidelines.

Quality Assurance Activities The quality confirmation exercises that screen and check that
the cycles used to oversee and make the expectations are
followed and are viable.

2 Quality Assurance
The focal point of value confirmation is on the cycles utilized in the task. Quality affirmation
guarantees that venture processes are utilized actually to create quality task expectations. It includes
keeping and meeting guidelines, persistently further developing task work, and remedying project
absconds. The accompanying table distinguishes:
• The venture processes subject to quality confirmation.
• The quality norms and partner assumptions for that interaction.
• The quality confirmation movement - e.g., quality review or audits, code survey - that will be
executed to screen that undertaking processes are appropriately followed.

43
• How frequently or when the quality confirmation movement will be performed.
• The name of the individual answerable for completing and investigating the quality affirmation
movement.

Project Process Process Quality Quality Frequency/Interval Who is

Standards/ Assurance Responsible
Stakeholder Activity
Expectations

Compliant to the The end product Quality Audit Quarterly QA team

contract meet the
requirement contract
requirement

Completion on Deliver the Record and Yearly QA team

time project on 30th Report
of April

Customer No complaints or Customer After every project QA team

Satisfaction negative feedback
feedback

3 Quality Control
The focal point of value control is on the expectations of the venture. Quality control screens project
expectations to check that the expectations are of adequate quality and the client is fulfilled. The
accompanying table recognizes:
• The significant expectations of the venture that will be tried for adequate quality level.
• The quality norms and consumer loyalty models laid out for the task deliverable. Included are any
hierarchical norms that should be followed.
• The quality control exercises that will be executed to screen the nature of the expectations.
• How frequently or when the quality control action will be performed.
• The name of the individual answerable for doing and giving an account of the quality control
movement.
Project Process Process Quality Quality Frequency/Interval Who is
Standards/ Assurance Responsible
Stakeholder Activity
Expectations

Completely The conveyed inspection or Before giving over Third party

Renovated item coordinate confirmation of to customer auditor
kitchen as per with the completed
the given concurred products
requirements specifications

White High quality verification of After arriving at Muhammad

merchandise by white goods consistence with designated spot Bilgrami Quality

44
Miele specifications Prior to conveying assu
undertaking to
customer

Culmination on Delivery on time monitoring of Before conveying Neil Hilton

time exercises, task to customer Project Manager

4 Quality Tools
Coming up next are instances of devices that can be utilized to help quality administration execution.
Click an instrument name for clarifications and models.
Tool Name Tool Purpose/Use

Money saving advantage For Quality Control. Looks at the expense of the quality cycle to
Analysis the normal advantage

Control Charts For Quality Control. Used to decide whether an interaction is

steady or unsurprising, inside limits

Benchmarking For Quality Control. Looks at current undertaking cycles to

equivalent tasks

Plan of Experiments For Quality Control. A measurable technique to decide compelling

elements on an item or cycle

Factual Sampling For Quality Control. Picking a delegate test from a populace of
interest for investigation

Cost of Quality For Quality Control. Costs brought about for quality, incorporates
cost of conformance and cost of non-conformance

Six Sigma For Quality Control. Works on the nature of cycle yields by
recognizing and eliminating reasons for mistakes

Quality Audits For Quality Assurance. Consistence with approaches, principles,

and cycles

Process Analysis For Quality Assurance. Arranged nonstop improvement of cycles

5 Quality Control and Assurance

Issue Tracking If you don't utilize a workable strategy to follow quality issues, e.g., wiki, email,
tagging framework, JIRA, then the accompanying logs can be utilized to organize, record, and track
to conclusion things revealed through quality administration exercises. The table headings are
instances of data you might wish to gather.

45
Quality Control Log
Exception ID Review Date Deliverable Findings Resolution Resolution
Number Reviewed Date

Quality Assurance Log

Exception ID Review Date Deliverable Findings Resolution Resolution
Number Reviewed Date

IT Project Quality Management Plan

Project Title: Website Launch Project Number: MJ00865
Project Leader/Manager: Muhammad Bilgrami Anticipated Project Start Date: 09/06/2022
Sponsor: GoDaddy Date Prepared: 06/04/2022

Quality Management Strategy

The objectives for quality administration of data innovation projects at Virginia Tech are to
guarantee:
• Project expectations meet their expressed necessities.
• Project the board processes are suitably followed.

Quality administration is performed all through the undertaking lifecycle with exceptional
thoughtfulness regarding:
5. Quality Planning - fundamentally during the task arranging process.
6. Quality Assurance (QA) - fundamentally during the task execution process.
7. Quality Control (QC) - fundamentally during the task observing and controlling interaction.
8. Autonomous Verification and Validation (IV&V) - undeniably acted in all task processes aside from
commencement. (Note: IV&V is expected for exceptionally high gamble, complex tasks.)

6 Quality Planning
Quality is how much the undertaking satisfies necessities. Quality administration arranging decides
quality approaches and methods pertinent to the undertaking for both venture expectations and
task processes, characterizes who is liable for what, and records consistence.
The quality administration plan recognizes these key parts:
Objects of quality review Quality Measure Quality Evaluation Methods

46
Project Deliverables Deliverable Quality Standards Quality Control Activities

Project Processes Process Quality Quality Assurance Activities

Standards

Stakeholder Expectations

Coming up next is a concise clarification of every one of the parts of the quality administration plan.
Project Deliverables and The key undertaking expectations and cycles subject to quality
Project Processes survey.

Deliverable Quality Standards The quality guidelines that are the "actions" used to decide a
and Customer Satisfaction fruitful result for a deliverable. These principles might fluctuate
subject to the kind of data innovation project. The consumer
loyalty models depict when every deliverable is finished and
satisfactory as characterized by the client. Expectations are
considered in contrast to these rules

Process Quality Standards and The quality guidelines that are the "actions" used to decide
Stakeholder Expectations whether task work processes are being followed. Partner
assumptions depict when an undertaking cycle is viable as
characterized by the task partners. A model is the audit and
endorsement of all high effect changes to the task.

Quality Control Activities The quality control exercises that screen and check that the task
expectations satisfy characterized quality guidelines.

Quality Assurance Activities The quality confirmation exercises that screen and check that
the cycles used to oversee and make the expectations are
followed and are compelling.

8 Quality Control
The focal point of value control is on the expectations of the task. Quality control screens project
expectations to check that the expectations are of satisfactory quality and the client is fulfilled. The
accompanying table recognizes:
• The significant expectations of the task that will be tried for adequate quality level.
• The quality principles and consumer loyalty models laid out for the venture deliverable. Included
are any hierarchical principles that should be followed.
• The quality control exercises that will be executed to screen the nature of the expectations.
• How frequently or when the quality control movement will be performed.
• The name of the individual answerable for doing and writing about the quality control action.
Project Process Quality Quality Frequency/Interval Who is
Process Standards/Stakeholder Assurance Responsible
Expectations Activity

47
Sending off a The site work Website Before giving over Muhammad
completely impeccably without Testing to client and Bilgrami
practical site delays or crashes utilizing third intermittently after Quality
to sell clothing party that Insurance
products. supervisor

Site with the The completely Checkpoint After arriving at Mark Joe
choice of practical shopping Review designated spot Website
shopping cart basket no sweat of use Prior to conveying designer
undertaking to
customer

Site subject in Aesthetically alluring Beta launch After conveying Sandy Hill
light colors site with the light venture to Website
variety themes customer Designer

9 Quality Tools
Coming up next are instances of apparatuses that can be utilized to help quality administration
execution. Click a device name for clarifications and models.
Tool Name Tool Purpose/Use

Cost-Benefit Analysis For Quality Control. Looks at the expense of the quality
interaction to the normal advantage

Control Charts For Quality Control. Used to decide whether an interaction is

steady or unsurprising, inside limits

Benchmarking For Quality Control. Looks at current undertaking cycles to

tantamount ventures

Design of Experiments For Quality Control. A measurable technique to decide persuasive

variables on an item or interaction

Statistical Sampling For Quality Control. Picking a delegate test from a populace of
interest for investigation

Cost of Quality For Quality Control. Costs brought about for quality, incorporates
cost of conformance and cost of non-conformance

Six Sigma For Quality Control. Works on the nature of cycle yields by
distinguishing and eliminating reasons for mistakes

Quality Audits For Quality Assurance. Consistence with arrangements,

guidelines, and cycles

Process Analysis For Quality Assurance. Arranged consistent improvement of

cycles

48
10 Quality Control and Assurance
Issue Tracking If you don't utilize a workable technique to follow quality issues, e.g., wiki, email,
tagging framework, JIRA, then, at that point, the accompanying logs can be utilized to organize,
record, and track to conclusion things revealed through quality administration exercises. The table
headings are instances of data you might wish to gather.

Quality Control Log

Exception ID Review Date Deliverable Findings Resolution Resolution
Number Reviewed Date

Quality Assurance Log

Exception ID Review Date Deliverable Findings Resolution Resolution
Number Reviewed Date

3. Implement quality control and assurance processes from your quality management plans for
both projects. Ensure you utilise a range of appropriate tools and methods to conduct audits
and make the necessary assessments.

For both projects, you must:

 Perform a quality assurance audit of the project processes

 Check for compliance with the agreed plans
 Assess quality control and product output according to agreed quality specifications
 Identify causes of variance to quality metrics
 Undertake remedial action (where required)
 Maintain a quality management system for the timely recording of quality audit data.

Project 1:
 Play out a quality confirmation review pertinent to the venture processes
Quality Objective Criteria Satisfied

Consistent to the The finished result meet the agreement necessity Y/N
agreement requirement

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Fruition on time Deliver the undertaking on 30th of April Y/N

Client Satisfaction No protests or negative input Y/N

Project 2:
 Play out a quality confirmation review pertinent to the task processes
Quality Objective Criteria Satisfied

Usability No defects Y/N

Reliability 100% Compliant Y/N

Customer Satisfaction 0% Negative feedback Y/N

Maintainability No bugs Y/N

50
 Check for consistence with the concurred plans

 Survey quality control and item yield as indicated by concurred quality particulars

 Recognize reasons for fluctuation to quality measurements

Project 1:
Finishing on time Deliver the undertaking on Y/N
30th of April

Causes of variance

 The white products didn't follow through on time. The conveyance was moved to the
outsider project worker.

 Remedial action

Orchestrate the statements from three unique outsider workers for hire and save the punishment
for deferred conveyance.

Project 2:
Maintainability No bugs Y/N

Reasons for fluctuation

The Website support was out obtained to the outsider project worker

 Therapeutic activity

The site upkeep ought to be moved to the best organization around.

Project 1
 Keep a quality administration framework for the opportune recording of
value review information Following advances ought to be taken to keep
a quality administration framework
Contributing right information

Correcting the information

Keeping up with the framework as required

Keeping up with the most recent form of programming

Aligning the framework

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Running the customary checks

Running the customary back ups

Project 2

 Maintain a quality management system for the timely recording of quality audit data
Following steps should be taken to maintain a quality management system

Inputting correct data

Amending the data

Maintaining the system as required

Maintaining the latest version of software

Calibrating the system

Running the regular checks

Running the regular back ups

Case Studies

Case Study A – Bob and Jenny’s

Background
Bob and Jenny’s is a Richmond, Melbourne-based business. The company produces a wide variety of
luxury ice cream, using high-quality ingredients such as milk and other dairy products from family
farmers who do not treat their cows with the synthetic hormones, and produce eggs from hens on
cage-free farms.

Founded in 1999 by Bob Smith and Jenny Adams, the company now has just over 200 employees
and nearly 70 stockists country-wide, with manufacturing and production operations at facilities in
Melbourne and Sydney. Offering flavours such as Vanilla Pod, Cherry Cola, Banana Blitz, and more,
Bob and Jenny’s products are distributed in supermarkets, smaller stores, restaurants, and other
venues.

Company objectives
Bob and Jenny feel that their branding has become boring compared to competitors and are ready
to make some big changes. There has been some negative feedback over the past year, and
stakeholders have been consulted in order to identify quality issues and potential solutions.

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INFORMATION FOR STAKEHOLDERS ONLY
Investigations have revealed that portion sizes are not consistent within the tubs, there is a lack of
availability in particular areas of the country, and customers feel the flavours are not very
interesting. There does not seem to be any excitement about the product, and sales show a strong
preference for the main competitors.

INFORMATION FOR PROJECT TEAM ONLY

Quality in ice cream means reliability and that it arrives at its destination in perfect condition.
Reports have shown some journeys have caused the product to melt and had a negative impact on
the packaging, making it difficult to open and reseal. The look of the branding does not appeal to
adults or children, and there have been comments on the lack of organic ingredients.

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Case Study B – Quality assurance
A six-month progress review
Bob and Jenny are happy overall with the changes they have seen so far. There has been a positive
atmosphere in the workplace, and everyone is feeling more optimistic about the future of the
company.

Feedback includes:
 Colleagues are satisfied with your management of the project but comment that progress
could be quicker

 All workers have demonstrated an interest in the project and taken steps to implement the
plan in their everyday activities

 Packaging tests have shown a drastic improvement in being easier to open and reseal –
around 90% of tests have been a success

 Random audits have shown consistency levels to be unsatisfactory, with only 60% of tubs
holding the right amount of ice cream

 Negotiations have started with local farmers to exclusively use organic milk and other dairy
products required

 Flavour tests conducted with random samples and a range of audiences, but results are
inconclusive at this time

 Production managers have stated that a change in flavours would be too costly at this point

 The branding and look of the tubs has not changed, but ideas are being drawn up by a third-
party company

 Colleagues have complained about a lack of communication from management on project

progress and the outcomes of their input

 Availability has increased by 25%, with a concentrated rise in tourist hotspots

 All products transported to these locations have arrived in perfect condition.

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Case Study C – Project outcomes
A 12-month review
The project has reached its completion date, and you now have access to a wealth of information on
how the quality management plan succeeded. Bob and Jenny remain optimistic and have been
pleased with the changes implemented so far, but they feel the next year should build on these
achievements.

The number of employees has increased as profits have risen and this will provide more opportunity
for future improvement plans.

Feedback includes:
 Sales have increased in warmer months as follows: December – 30,111, January – 32,039,
February – 33,019, March – 35,829, and remained steady in the colder months: April –
22,492, May – 20,602, June – 18,902, July – 18,339, August – 17,394, September – 17,021,
October – 16,672, November – 19,302

 Annual sales goal: 300,000 units

 Number of employees increased by 12%, and all have been fully trained in the quality
management project

 Workers have commented that the speed of change has sped up due to the latest intake of
employees

 Audits have revealed 94% of workers implementing changes in their everyday activities

 All packaging tests have been positive, with only negative feedback from damage in transit
(transporter liability)

 Tub volume amounts from random audits (objective 465ml):

Audit number Volume (ml)

1 463ml

2 467ml

3 301ml

4 378ml

5 400ml

6 445ml

7 450ml

8 465ml

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 The switch to local, organic dairy products would use up 85% of the increased profits

 Focus groups conducted across the country which resulted in new flavours being
recommended, and the target audience decided as adults (in line with the luxury branding)

 Third-party company still working on branding design and have overrun on the agreed
timeframe

 Design team have miscommunicated their progress and cost the company $5000 by missing
the deadline (they were recommended from a previous workplace)

 Colleagues have commented on your management style and appreciate your open and
honest approach. However, they would like to receive more personal progress updates
during a project

 Two communication channels now available for the sole purpose of discussing the quality
management plan: email and intranet forum (two employees hired to maintain this
communication)

 Availability has increased by 50% with a concentrated rise in tourist hotspots, especially
Sydney beaches.

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Case Study D – Design team issues
The third-party company working on branding design for Bob and Jenny’s have overrun on the
agreed timeframe. They miscommunicated their progress and cost the company $5000 by missing
the agreed deadline.

Activities to be completed:
 Meeting with head of the marketing department to finalise quality objectives

 Final review and sign-off

 Contact current design team and get an update on progress

 Determine new timeframe and completion dates

 Find a back-up design company

 Look at target audience and competitor designs

 Meet to discuss sample finalised product.

Deadlines:
 Project completion timeframe – 6 months

 First drafts – 1 month

 Review meeting – 1 month

 Alterations to be made – 3 months

 Second review meeting – 4 months

 Final review meeting – 5 months.

Potential problems:
 The design company do not finish the re-branding component of the project

 Further miscommunications on timeframes

 No further funding available from Bob and Jenny for the marketing department.

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Competency record to be completed by the assessor
This section should be completed by the trainer/assessor to document the overall outcomes of the
learner’s assessments in Learners Workbook. The table below indicates whether the learner is
deemed competent or not competent

Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date
Has the learner completed all required assessments in this workbook to a Yes No
satisfactory standard?
(Please circle)

Comments from trainer/assessor:

Learner is deemed Not competent Competent

Assessor’s signature

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