ICTSAD504 The Project Quality Management Plan Assessment Answer

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Question :

ICTSAD504 

Implement quality assurance processes for business solutions 

B. Task 2 – Plan quality process, implement quality plan, control and improve quality. 
i. Instructions for students

Task 2 of this assessment requires you to plan quality process, implement quality plan, control and improve quality.  

You must complete 4 parts

Task 2 is structured into 4 parts:

  • Part A – Plan business quality assurance process
  • Part B – Implement quality policies and plans
  • Part C – Control quality assurance process
  • Part D – Improve quality 

The scenario

Description of scenario, if relevant

Scenario – e-Health System
You’re part of a project team working to implement an E-Health System (EHS) for a national hospital that would securely record details of health consultations, treatments, referrals and findings, support dispensing of medications and report on individual and corporate health information requirements.
The project would require upgrades to the IT systems, installation of new hardware in medical/health offices and training of medical staff in the new system and its reporting requirements. 
The following is a list of the main stakeholders and their titles from the Stakeholder Register:
Sr.
Name
Title
Contact
1.
Steve Smith
Director Operations
0415 254 301
2.
Laura Johns
General Manager
0415 254 302
3.
Maria Gilmour
Joint-Director Infrastructure
0415 254 303
4. 
Michael Paterson
Assistant Director – IT
0415 254 304
5. 
Danielle Richard
Project Manager
0415 254 306
The following is a WBS of the project developed by Project Manager:


Important resources for Task 2

To complete Task 2, undertake your own research and refer to the resources below provided on Moodle:

  • PowerPoint Week 1, 2 
  • Quality Management plan template
  • Website of ISO, AS, IEC, W3C

ii. Task 2, Part A – Plan business quality assurance process

Task 2, Part A of this assessment requires you to plan quality assurance by determining requirements, allocate responsibility and communicate policy and procedure.
Answer the questions below using the space provided:

  • Answer all parts of each question
  • Use your own words and give examples wherever possible
  • The quality of your answer is more important than how long it is
  • Enter your answers in this document

You may use various sources of information to inform your answers, including your resources provided by ACBI, books, and online sources. You must acknowledge and cite your sources.  

A1. Determine the quality business performance expectation and bench mark by preparing a list of question. Ask another student to provide the responses. Submit the questions and responses.


A2. Develop business standards and guidelines based on the responses of the questions.
Answer in 100-150 words.

A3. Allocate the quality responsibilities for meeting business standards as per case study.


Task

Responsibility

Quality requirements


Quality Plan


Quality implementation


Control the quality


Improve the quality process


A4. Document expectations, standards and benchmark quality by preparing a quality charter plan.
Answer in 100-150 words.

Business Expectation
Quality Bench marks
Quality Standards

A5. Identify appropriate quality management system guide. Submit quality management template.

A6. Communicate quality policy and procedure to relevant stakeholders by email.

iii. Task 2, Part B – Implement quality policies and plans

Task 2, Part B of this assessment requires you to implement quality policies and quality management plan, distribute and obtain feedback, incorporate feedback in QMP, reporting procedure and skills of stakeholders.
Answer the questions below using the space provided:

  • Answer all parts of each question
  • Use your own words and give examples wherever possible
  • The quality of your answer is more important than how long it is
  • Enter your answers in this document

You may use various sources of information to inform your answers, including your resources provided by ACBI, books, and online sources. You must acknowledge and cite your sources.  

B1. Write the quality policy for business directive. Sample quality policy is given below. Please modify this for given scenario.
Answer in 100-150 words.

B2. Create a QMP (quality management plan) based on the template in the Task 2 A5 template.

B3. Distribute the QMP to key people by writing an email with attachment for feedback.

B4. Analyse the feedback as below and list corrective action and make changes to QMP.
CEO has provided feedback that Quality must focus on the cyber security to avoid hacking by outsider or insider.

B5. Allocate the key responsibility tasks to appropriate person as per QMP.


Sr.

Name

Title

Responsibility as per QMP

1.

Steve Smith

Director Operations


2.

Laura Johns

General Manager


3.

Maria Gilmour

Joint-Director Infrastructure


4. 

Michael Paterson

Assistant Director – IT


5. 

Danielle Richard

Project Manager





B6. Establish and document a quality reporting and monitoring program by making a process flow chart for quality reporting.

B7. Check and document skills of the staff to ensure quality standards are met.

Sr.

Name

Title

Skills and Qualifications

1.

Steve Smith

Director Operations


2.

Laura Johns

General Manager


3.

Maria Gilmour

Joint-Director Infrastructure


4. 

Michael Paterson

Assistant Director – IT


5. 

Danielle Richard

Project Manager





iv. Task 2, Part C – Control quality assurance processes 

Task 2, Part C of this assessment requires you to implement guidelines, obtain feedback, monitor quality, report and record system breakdown and take corrective actions.
Answer the questions below using the space provided:

  • Answer all parts of each question
  • Use your own words and give examples wherever possible
  • The quality of your answer is more important than how long it is
  • Enter your answers in this document

You may use various sources of information to inform your answers, including your resources provided by ACBI, books, and online sources. You must acknowledge and cite your sources.  

C1. Implement quality performance guidelines and prepare a survey to obtain stakeholder feedback including satisfaction to monitor implementation of quality process.

C2. Monitor and report on quality performance to key decision makers as mentioned below.
There is a report that quality process in developing software is not going as per quality management plan. People have complained about not give proper training in the cyber security standards. There is big security risk of hacking by outsiders.

C3. Identify and record breakdown in system and create and take corrective action for the following breakdown.
There is an issue that programmers are not following coding standards and internal documentation for coding.

v. Task 2, Part D – Improve quality

Task 2, Part D of this assessment requires you to collect quality performance issues, quality breakdown, corrective actions, quality improvement responsibility, review benchmarks, quality performance results and review business procedures.

Answer the questions below using the space provided:

  • Answer all parts of each question
  • Use your own words and give examples wherever possible
  • The quality of your answer is more important than how long it is
  • Enter your answers in this document

You may use various sources of information to inform your answers, including your resources provided by ACBI, books, and online sources. You must acknowledge and cite your sources.  

D1. Collect, analyse and measure quality performance results against benchmarks.

D2. Determine the frequency of quality break down and corrective action responsibility.

Complete the following table
Bench mark
Frequency of break down
Responsibility of corrective action
QA awareness


Testing 


Use of standardized tool


Review of code


Errors found


Errors fixed


Design Completeness


Standards training


Cyber security



D3. Identify and list the responsibilities of the person responsible for quality improvement in this project.

D4.Implement the corrective action of improving errors fixed rate by creating an action plan.

Complete the action plan 
Action
Person responsible
Due date


Example oral communication/presentation 

THE SCENARIO: 
You now need to discuss stakeholders at Hospital.
Review and adjust benchmark standards periodically in order to improve quality performance 
Document quality performance results and disseminate the information to stakeholders as appropriate 
Review business procedures at predetermined schedules as part of a management review process and quality reporting function 
Set up a meeting between:
  • Project manager, as role played by you
  • The Director Operations, as role played by a Trainer

WHAT YOU NEED TO DO BEFORE YOUR MEETING:
Organise a day and time for your meeting in line with the availability of the Trainer. This meeting should take approximately 5-10 minutes. 
You are required to lead the meeting. Before your meeting, prepare a documented summary of your proposed review, including its:
  • Review and adjust benchmark
  • Document quality performance issues
  • Review business procedure
Document this summary in the space provided below. Answer in 75-150 words.

WHAT YOU NEED TO DO DURING YOUR MEETING: 
Use the meeting to present your summary of the QMP and discuss quality performance issues, and use the meeting to facilitate discussion and agreement on improve quality functions.



WHAT YOU NEED TO DO AFTER YOUR MEETING:
Record notes of what you discussed, including the feedback gained from your consultation and the agreement from others on the quality improvement, in the tables provided below.
Answer in 75-150 words.


D5. Summary of QMP and quality issues.


D6. Meeting notes – record of discussion


D7. Meeting notes – documented agreement of quality improvement



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Answer :

Quality Management PLAN
Introduction

1.1 Purpose of The Project Quality Management Plan

Every project requires the involvement of an effective quality management plan so that it can help in managing and improving project quality. An effective quality management plan is essential in reducing the costs to handle quality, facilitating continuous improvement, developing the confidence of the stakeholders and reducing the chances of rework.

This project is intended to develop an e-health system for a hospital so that it can effectively record the details of the treatment process, consultants, findings and referrals along with the required corporate health information. Therefore, better quality management is necessary for the project so that it can develop the project more efficiently according to the need of customers, reduce the chances of overhead costs and improve the quality of the project. An effective quality management plan is required for the project because the project is on the introductory phase. Therefore, the qualities of this particular project are: 

  • To reduce the overhead costs
  • To develop projects as per the requirement of the hospital
  • To improve the project quality continuously 

The audiences of the quality management plan are the project team, project manager, senior leaders, as well as sponsors. 

Project Quality Management Overview

2.1 Organization, Responsibilities, and Interfaces

Name
Role
Quality Responsibility
Steve Smith
Director Operations
The director of the operation is involved in securing the growth and profitability of the project. The director of the operation is also involved in mentoring the quality, controlling the costs, producing the services, managing the staff and monitoring the project.
Laura Johns
General Manager
A general manager is involved in formulating project-related policies, monitoring as well as motivating the staff, managing the costs and engaging the vendors in the project.
Maria Gilmour
Joint-Director Infrastructure
The Joint Director of infrastructure is involved in analyzing the computer-related needs of the organization and recommending the upgrades for the executives. Directing, planning as well as auditing the installation along with the maintenance of computer hardware for the project is another responsibility.
Michael Paterson
IT-Assistant Director
Management and execution of the IT infrastructure in the project is the primary responsibility. Moreover, the IT director is also involved in overseeing the technical project by aligning it with the goal so that it can ensure effective project delivery.
Danielle Richard
Project Manager
The project manager is associated with successful initiation, planning, designing, controlling and monitoring the project. The project manager is also involved in managing the project-related risks 

2.2 Tools, Environment, and Interfaces

Tool
Description
Benchmarking
Benchmarking process of a project involves in comparing the result of a project with the predetermined standards so that the efficiencies of the project can be determined (Olsson and Spjelkavik, 2015). The benchmarking standards of this project can be timely delivery, customer satisfaction and negligible overhead costs.
Control charts
Control charts are generally used for illustrating the stability of a process. A control chart is associated with gauging process behaviour over time (Ayre et al. 2018). Therefore, by implementing the tool in the project, the unacceptable variances or acceptable variances of this e-health project can be determined so that the efficiencies of the project can be determined.
Flowcharting 
Flow-charting can help follow the flow of process so that any gap in the project result and the intended outcome can be identified. This quality control tool is useful in analyzing the flaw in the project that successfully measure project quality.

Project Quality Management

The quality of the project can be managed by following three different processes such as quality planning, quality assurance and quality control.

3.1 Quality Planning

For this particular project, it is essential in following the ISO 9000:2000 standards that helps an organization in satisfying customers need, achieving continual improvements and meeting the regulatory requirements. For satisfying the quality standard, it is essential in meeting the need of stakeholders (Dirnagl, U., 2016). Moreover, by developing reasonable and straightforward quality standards, it can be satisfied, by connecting the quality management with the process if a business, the quality standard can be satisfied. For the standard of the project, the quality metric is customer satisfaction. For the product functionality, the quality metric is reduced meantime among the failures. For project management performance, the quality metric is effective quality control. For project deliverables, the quality metric is the quality of services.

The acceptance criteria for the project are completing the user acceptance testing, and the project manager has signed off on the acceptance testing. Moreover, after conducting the restore and backup testing, this project can be acceptable.

3.1.1 Define Project Quality

The quality standard for the project is ISO 9000:2000 standards. The satisfaction of customers reflects the presences and expectation that a customer has with a particular product or services (Wilkinson et al. 2018). For this specific project, the hope of the customer is a better functioning E-health system that can successfully store health-related data without any error.

For developing the project, following the Data protection act 2014 is essential so that it can offer complete privacy and authentication to the user.

Therefore, the customers are the national hospital for whom the project is developing. The project goal is reducing the project overhead costs, satisfying customer’s need and delivering the project within the deadline. 

The critical success fact of this project is timely delivery, lesser overhead, effective functioning of the software with lesser error, and satisfying the complete need of customers. The metrics for success measurement is adequate quality, a lower rate of the defect and am sufficient customer satisfaction.

3.1.2 Measure Project Quality

The metrics for measuring success are effective quality control; lesser meantime among failures, complete satisfaction among customers, reduced defect rate, the better quality of services.  

For measuring the quality standard, it is essential to collect information about the status of this project. After that, it is necessary for measuring and comparing the data with the standards. Then, if it is required, it must be assessed and re-planned.

The data regarding the status of the project must be collected from the project team so that any error can be identified in its earlier stage and recovered. For measuring the quality, it is essential in following the below-mentioned timeframe: 

Different element
Time
Standard identification
Two weeks 
Quality measurement and comparison
Four weeks 
Assessment and re-plan
One week 

3.2 Quality Assurance

For ensuring the quality, involving the quality team is necessary. After that, it is essential to compare the result with the standards.

Moreover, after delivering the project, it is necessary for offering better training to the employees of the national hospital so that they can use it efficiently. Despite the fact, if any bugs occurred, then it needs to be solved immediately. For satisfying the need of the customers, it is essential to monitor the project so that any bugs can be identified and resolved.

3.2.1 Analyze Project Quality

For the quality data, it can be identified that there is a different unnecessary process that can be eliminated for completing the project within an appropriate time. Moreover, at the initial level, some bugs in the software can be observed, which can be reduced by continuous monitoring and controlling.

3.2.2 Improve Project Quality

For eliminating the unsatisfactory performance, it is essential to complete the project within an appropriate time. Moreover, it is also essential in reducing the unnecessary process in the project so that the project can be completed within the appropriate time. Elimination of inefficient process can help complete the project at lesser costs. 

3.3 Quality Control

For controlling the project, it is essential in following the in-process quality control so that bug-free e-health software can be provided to the customers. This quality control process is applicable during the assembly processes. This control process is highly effective because it can detect as well as handle issues in future. Moreover, outgoing quality control will also be useful for the project. This quality control process is applying before submitting a project to the customers so that it can help in identifying bugs in the projects.