BSBPMG532

Manage project quality

Learner Workbook

Table of Contents

Table of Contents1

Instructions to Learner3

Assessment instructions 3

Assessment requirements 6

Candidate Details7

Assessment BSBPMG532: Manage project quality 7

Activities8

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 Assessments27

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 Jennys 33

Case Study B Quality assurance 34

Case Study C Project outcomes 35

Case Study D Design team issues 37

Competency record to be completed by the assessor38

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 learners 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.

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.

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.

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: SYEDA QUDSIA BASHEER

Email: syedaqudsia18@gmail.com

Student ID RC00003925

Declaration

I declare that no part of this assessment has been copied from another persons 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:

Date:10 September 2023

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 persons 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: ____________________________________________________________

Activities

Assessment requirements

Assessment can be:

• Direct observation
• Product-based methods e.g. reports, role plays, work samples
• Portfolios annotated and validated

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.

Activity 1A

Objective	To provide you with an opportunity to identify quality objectives and standards with input from relevant stakeholders.
Equipment needed	?Access to peers ?Suitable space for a roleplay.
	Person A: Customer PM (Project Manager): Good afternoon, everyone. I am delighted you could be here today. My goal today, as the assigned manager for this endeavour, is to talk about and decide on the quality standards and objectives for our project. Person A: Customer: Hello, I think we need to maintain a customer satisfaction percentage of at least 90% in order to greatly improve customer service. Person B: Manager PM: Good day to you everyone. Let us speak with Person B: Manager right away. Would you mind sharing your quality standards and objectives for this project? Person B: Manager: As a manager, I can say with certainty that I have seen a drop in operational effectiveness during the past 12 months. In order to solve this, I would like to see a 15% overall gain in operational efficiency, a considerable decrease in faults, and a goal of only shipping out 5% of products that have any problems. Person C: Sponsor PM: Good morning, everybody. Let us begin withPerson C: Sponsor right away. Would you mind sharing your quality standards and objectives for our project? Sponsor: Person C Certainly, the inferior performance of our product in comparison to rivals is making me more and more dissatisfied. I anticipate a prompt increase in the product's use duration to a minimum of 18 hours. A 95% on-time delivery percentage is essential for the reputation of our business.

Activity 1A Checklist

This should be used by the trainer/assessor to document the learners 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
The student is required to demonstrate ALL components from the list below			Assessment		Reassessment		Comments
			Date:		Date:
Did the student: Tick			S	NS	S	NS	Assessor must record observations in sufficient detail to demonstrate their judgement of the students performance 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: ocustomer safety: zero product recalls, customer service: maintain a customer satisfaction rate of 90% omanager defects: send out fewer than 5% of products with a defect, operational efficiency: improve operational efficiency by 15% osponsor 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:
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:

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.

Zero Goods Recalls: This statistic involves monitoring and maintaining a zero level for the amount of product recalls. Continuous monitoring, root cause analysis, and corrective action implementation are all part of standards. Keep customer satisfaction at 90%: The benchmark is to regularly achieve or surpass a 90 percent satisfaction rate, which calls for attentive customer care and higher-quality goods. 15% Increase in Operational Efficiency Metrics are primarily used to monitor the fifteen percent improvement target and gauge present operational efficiency. Standards encompass streamlining workflows, cutting waste, and allocating resources as efficiently as possible. Reduce Errors Below 5%: The main statistic is defect rates, which are determined by quality checks and inspections. The goal is to regularly send out less than 5% of items that have any problems, which is accomplished through enhancing the manufacturing and quality control systems. Increase Goods Efficiency to 18 Hours: The item's average usageperiod of time must be raised from the existing 15upto 18 hours, is the metric in this case. The requirement of the standard is to complete this improvement in a predetermined amount of time, necessitating the development and testing of products efforts. 95% on-time deliveries are attained: On-time delivery rates are used to monitor delivery performance. The benchmark is to continuously achieve an on-time delivery rate of 95% or above, which calls for streamlining the logistics of the supply chain and reducing delay.

Activity 1C

Objective

To provide you with an opportunity to select quality management methods and 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/Technique Process Improvement Methodology Step Select Understand Performance Review Change Capture Mapping X X X Flowcharting X X Force field X X X X Cause and effect X X X X Mind mapping X X X X Pareto analysis X X X SPC X X X Scattergrams X X X Matrix analysis X X X Dot plot X X X Histogram X X X

Activity 1D

Objective	To provide you with an opportunity to consult with project team and stakeholders on quality requirements.
Equipment needed	?Access to peers ?Suitable space for a roleplay.
	Consistent Portion: To increase consumer satisfaction, make sure that the frozen cream tubs always contain the designated portion size. Availability: Establishing a national distribution strategy that addresses regional availability difficulties and guarantees that our products are easily accessible throughout the nation. Exciting Flavours: Create and release brand-new, cutting-edge ice cream flavours that thrill and pique the curiosity of our customers. Reliability: Implement efforts to ensure that our frozen treat reaches its destination in pristine condition. Redesign Packaging: Redesign the container to make it more user-friendly, accessible, and resealable. Brand identity: In order to make the branding enticing to adults as well as kids, re-evaluate and revamp it. Organic compounds: To satisfy consumer demand, think about introducing organic components into our products.

Activity 1D Observation Checklist

This should be used by the trainer/assessor to document the learners 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 components from the list below		Assessment		Reassessment		Comments
		Date:		Date:
Did the student: Tick		S	NS	S	NS	Assessor must record observations in sufficient detail to demonstrate their judgement of the students performance 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: oconsistency: units to be internally consistent oavailability: units to be available in major outlets across the country ocustomer experience: flavours to be improved and branding to be reviewed oreliability: enduring and consistent performance in real-world situations, i.e. transport operformance: packaging to be easy to open and reseal olook: target audience to be identified oingredients: 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 instructions provided for this assessment task. I have provided appropriate feedback to the student.
Assessor Name:
Assessor Signature:
Date Marked:

Activity 1A-1D Checklist

This should be used by the trainer/assessor to document the learners 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 assess the competency of the learner?			Yes No (Please circle)
Has sufficient evidence and information been provided by the learner for the activity?			Yes No (Please circle)
Comments
Provide your comments here:
The learners performance was:	Not yet satisfactory	Satisfactory

Activity 2A

Objective

To provide you with an opportunity to perform quality assurance audit of project processes for compliance with agreed plans.

Consistency: Units' internal consistency is significantly improved, and portion sizes routinely fulfil requirements. Availability: Despite improvements, particularly at big stores, some localities continue to experience shortages. This demonstrates the demand for a stronger distribution plan. Customer Experience: While efforts to enhance flavours have been fruitful, there has been some opposition to changes in the branding review, which is still ongoing. Here, ongoing stakeholder interaction is crucial. Reliability: There have been less reports of melting incidents, which indicates that the product is now more reliable throughout transit. Performance: To address earlier complaints, packaging is now simpler to open and reseal. Look: Since further market research is required, defining the intended market continues to be a work in progress. Ingredients: Research into organic substitutes has advanced, but the procedure for enhancing quality still has to be improved. Lessons learnt include the benefit of incremental improvements, the necessity of comprehensive distribution strategies, and the significance of continual stakeholder interaction. For a better project end, ongoing enhancement plans will concentrate on streamlining distribution logistics, concluding the branding review, carrying out more focused market research, and improving ingredient quality.

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.

1. a. "Statistical Process Control"(SPC): Statistical approaches are used to monitor and control the manufacturing process in order to assure consistency and identify variances. b. "Total Quality Management"(TQM): A comprehensive strategy that emphasises customer attention, employee involvement, and continual improvement to uphold high standards. b. Checklists and Inspection: Consistently examining goods, procedures, or services in comparison to predetermined standards to find flaws and irregularities. d. Six Sigma: This data-driven methodology focuses on obtaining almost flawless quality by aiming to decrease errors and variances in operations. e. Root Cause Inspection: Looking into and addressing the root causes of quality problems to stop them from happening again. 2. a. Sampling: Choosing samples at random from an entire batch and process and putting them through rigorous testing to judge their quality. b. Audits: Carrying out either external or internal audits to determine whether quality standards, practices, and legislation are being complied with. c. Consumer feedback: Customer feedback is gathered and analyzed to determine areas for development and to determine how satisfied customers are. d. Key performancemetrics(KPIs): Analyzing predetermined performance indicators to track trends or anomalies and monitor quality. 3. In the context of a project, quality control is implemented by combining the aforementioned techniques, such as routinely inspecting the deliverables of the project, conducting audits to guarantee adherence to project standards, and gathering stakeholder input to gauge their satisfaction. The group working on the project can spot anomalies and take steps to rectify them to ensure that the project's deliverables satisfy the stated quality criteria by monitoring KPIs linked to project quality and performance. This all-encompassing strategy aids in preserving and raising the general standard of the project's outputs.

Activity 2C

Objective

To provide you with an opportunity to identify causes of variance to quality metrics and undertake remedial action.

Product development could be delayed as a result of a probable project deviation. Regular project timetable tracking and milestones'reviews could reveal this deviation. By shortening the validation and testing period, the delay can have an adverse effect on the project's quality and possibly result in substandard quality andassurance. To fix this, we could add more resources or change the project's schedule to allow for extensive testing, ensuring that the quality of the final product is not compromised.

Activity 2D

Objective	To provide you with an opportunity to maintain a quality management system for timely recording of quality audit data.
	We would develop a standardized data gathering method, designate certain staff for entering information, and use digital tools for instantaneous data entry in order to operate a "Quality Management System" orQMSfor reliably and swiftly documenting audit data. Additionally, periodic evaluations and training would guarantee compliance and prompt recording of audit findings.

Activity 2A-2D Checklist

This should be used by the trainer/assessor to document the learners 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 assess the competency of the learner?			Yes No (Please circle)
Has sufficient evidence and information been provided by the learner for the activity?			Yes No (Please circle)
Comments
Provide your comments here:
The learners performance was:	Not yet satisfactory	Satisfactory

Activity 3A

Objective

To provide you with an opportunity to review processes and implement agreed changes continually throughout the project life cycle.

The progress report covers both noteworthy advancements and trouble spots. To guarantee ongoing quality improvement: Respond to coworkers' requests for faster progress by carefully examining the project schedule, discovering any bottlenecks, and possibly allocating more resources. Concentrate on raising consistency levels by changing production procedures and putting more stringent quality control mechanisms in place. Flavour evaluation to assemble definitive results, carry out further flavour testing with varied audiences while fine-tuning the methodology. Implement regular changes to the project, feedback mechanisms, and distinct channels for disseminating input to improve communication with coworkers. Work together with the outside firm to hasten the overhaul of the packaging and branding for better looks and usability. In order to ensure the quality of the ingredients, intensify discussions with nearby farmers to find a dependable supplier of organic dairy products. To ensure prompt and efficient progress, these adjustments will be implemented by reevaluating the project's strategy, allocating resources appropriately, and establishing clear communication channels. The efficient completion of project objectives will be ensured by ongoing monitoring.

Activity 3B

Objective

To provide you with an opportunity to review project outcomes against performance requirements.

It can besaidthat the standard of quality andmanagement systems and procedures have generally been successful after a thorough 12-month review: The project has achieved its 300,000 unit yearly sales target, and seasonal sales growth shows that the items delivered are operating as intended. The results of packaging tests have consistently been positive, and any complaints about shipment damage have been ascribed to transporter negligence, demonstrating minimal mistakes and suitability for purpose. Workers have exhibited high levels of compliance with modifications to their tasks. The creation of new flavours has been driven by consumer feedback and focus groups, harmonising with luxurious branding and adult target market. A knowledgeable and assured workforce has been made possible by the 12% increase in staff and their thorough training in the standard governance project. Email and an intranet forum have been set up as communication channels to support the initiative, fostering openness and cooperation. The project has overall surpassed its quality, schedule, and financial goals, with a 50% increase of availability and significant revenue growth.

Activity 3C

Objective

To provide you with an opportunity to identify and document lessons learned and recommended improvements.

Communication Improvement: The comment emphasizes the necessity for more personalized project progress updates. To solve this, I propose to establish a frequent communication strategy which involves individualized updates for everyone on the team, resulting in a more inclusive knowledgeable project atmosphere. Vendor Management: The outside designer team's overrun and misunderstanding highlights the significance of strong vendor management. To avoid expensive postponements and misalignment with production time-framein the future, I will implement tougher contractual agreements and routinely check vendor activity

Activity 3A-3C Checklist

This should be used by the trainer/assessor to document the learners 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 assess the competency of the learner?			Yes No (Please circle)
Has sufficient evidence and information been provided by the learner for the activity?			Yes No (Please circle)
Comments
Provide your comments here:
The learners performance was:	Not yet satisfactory	Satisfactory

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.

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

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:
• identifies, analyses and assesses textual information obtained from a range of sources and determines how content may be applied to requirements
• Writing:
• develops and documents quality requirements for project plan
• records results of quality audits according to organisational requirements
• Oral communication:
• participates in verbal exchanges using clear language and appropriate non-verbal features to provide and seek relevant information
• uses active listening and questioning techniques to elicit views and opinions of others
• Numeracy:
• interprets information to determine measurable objectives
• interprets numerical information to measure outcomes against objectives
• uses analytical skills to review and evaluate process and decide on future improvements
• Self-management:
• takes responsibility for identifying and following policies, procedures and standards
• Teamwork:
• selects and uses appropriate communication practices in a range of work contexts
• collaborates with others to foster shared understanding of quality requirements
• Planning and organising:
• sequences and schedules complex activities, monitors actions against goals, adjusting plans and resources where necessary
• Technology:
• 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.
2. Dean and D. Manley's "Food Quality Management: Integrating Consumer Feedback for Continuous Improvement" - This book delves into the significance of consumer input in the food business and how it can be used to create continual development. It looks into ways for gathering and analysing customer input, putting quality control measures in place, and improving product quality to match consumer expectations.

Pradip C. Deka's "ISO 22000 Food Safety Management Systems Handbook" - The subject of this manual is ISO 22000, a worldwide recognised standard for food safety management systems. It gives a complete guide to developing and maintaining an effective food safety management system, which is critical for assuring food product quality and safety.

Kim H. Pries and Jon M. Quigley's "Total Quality Management for Project Management" - While not specifically related to the food sector, this book provides useful insights into total quality management (TQM) principles and their application in project management. It includes subjects such as quality planning, process improvement, and customer satisfaction, which may be used to quality management initiatives in the food sector.

2. Summarise two quality objectives and two standards from each text.

Two quality objectives are identified in the first text, "Food Quality Management: Integrating Consumer Feedback for Continuous Improvement," as follows:

Improve Customer Satisfaction: Consistently collect and analyse customer input to find areas for product quality improvement and to meet or surpass consumer expectations.

Ensure Consistent Product Quality: Implement stringent quality control procedures throughout the manufacturing process to ensure consistent product quality while minimising deviations that may influence consumer satisfaction (Saiz-Alvarez, 2020).

Two standards from the second publication, "ISO 22000 Food Safety Management Systems Handbook," are:

ISO 22000 Compliance: Follow ISO 22000 requirements for food safety management systems to assure the safety of food products from manufacturing through distribution.

HACCP (Hazard Analysis and Critical Control Points): Implement a HACCP-based system to detect, analyse, and control food safety hazards at important stages in the manufacturing process, ensuring the highest food safety criteria are fulfilled.

These goals and standards reflect the emphasis on consumer pleasure and food safety, both of which are key parts of quality management in the food sector.

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.

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.

Improve Customer Satisfaction (From Text 1):

Collaboratively Gather Feedback: Participate in feedback methods, such as surveys and taste testing, to gain useful insights into your customers' preferences.

New Product Development: Respond to consumer input by offering novel flavours and goods in response to popular demand (Myedaet al.,2023).

Input from Participants: Participants stressed the necessity of actively incorporating customers in product development. They proposed developing an online feedback platform and doing frequent taste-testing sessions with focus groups.

Maintain Consistent Product Quality (Text 1):

severe Quality Control methods: Implement severe quality control methods at all phases of manufacturing, from ingredient procurement through packaging.

Employee Training: Provide extensive training to all production personnel to ensure that they understand and adhere to quality requirements.

Participant Input: To reduce human error, the group suggested holding frequent quality control workshops for staff and implementing automated quality checks.

Compliance with ISO 22000 (From Text 2):

Documented processes: Create and keep detailed documentation of food safety processes and protocols.

Audits on a regular basis: Conduct internal and external audits on a frequent basis to guarantee compliance with ISO 22000 standards.

Participant Suggestions: Participants proposed establishing a dedicated ISO compliance team in charge of paperwork and performing surprise internal audits to proactively uncover any non-compliance concerns.

HACCP (Hazard Analysis and Critical Control Points) (From Text 2):

Form a cross-functional HACCP team to be in charge of hazard analysis, risk assessment, and control point monitoring (Buck?et al.,2021)

Continuous Monitoring: Use real-time monitoring systems to track crucial control points and take remedial action as soon as possible.

Participants emphasised the need of continual training for HACCP team members as well as incorporating sophisticated monitoring technologies, such as IoT sensors, into the process.

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.

Consumer Input and Product Development:

Policy on Customer Feedback: Create a written policy for collecting and analysing customer feedback.

Product Development Procedure: Create a process for converting customer input into product upgrades (Simpson-Page2020).

Product Quality that is Consistent:

Quality Control Standards: Follow industry-specific quality control standards like HACCP or ISO 22000.

Employee Training Programme: Develop a thorough training programme for all production personnel.

ISO 22000 Certification:

Implementation of ISO 22000: Adhere to the ISO 22000 standard, which includes established processes for food safety management.

Audit and Review Policy: Create procedures to assure compliance by conducting frequent internal and external audits.

HACCP (Hazard Analysis and Critical Control Points):

Develop a HACCP strategy that includes hazard analysis, important control points, and remedial measures.

Procedure for Real-time Monitoring: Establish procedures for real-time monitoring of important control points.

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.

Subject: Quality Specifications and Implementation Summary

Dear sir,

I hope this communication finds you in good health. I'd like to provide a quick description of our recent conversation about quality criteria and their execution for Bob and Jenny's ice cream shop.

Six important quality objectives and standards were defined, including increasing consumer happiness, assuring consistent product quality, ISO 22000 compliance, and HACCP. We also addressed the significance of each requirement's applicable policies and processes, such as feedback from clients' policies, quality control standards, ISO paperwork, and HACCP plans.

Thank you for your insightful comments throughout our discussion. This information will help us improve product quality and safety. Please contact me if you have any further insights or queries.

Best wishes,

7. Refer to Case Study C Project outcomes

Using the data from the years sales, create an appropriate chart to represent the information.

From this, identify:

• Two relevant measurable objectives for future projects

Smoothing Seasonal Sales Fluctuations: To produce a more constant sales pattern throughout the year, one quantifiable goal may be to lessen the large reduction in sales during the cooler months (April to August). The goal may be to boost sales by a certain percentage over the previous year during certain months.

Achievement of Annual Sales aim: Another quantifiable aim may be to regularly reach or surpass the annual sales target of 300,000 units for the whole year. Setting quarterly or monthly sales objectives to measure progress towards the yearly goal might be part of this aim.

• The outcome against the sales objective

The result against the annual sales objective of 300,000 units was only partially met. While sales exceeded expectations during the hot months, they dropped short during the winter months. Future initiatives should strive to increase sales during the colder months in order to reach or exceed the yearly goal.

• Two possible future improvements to the overall process.

Cold-Weather Marketing plan: Create a complete marketing plan focused on presenting ice cream as a year-round delight. Consider special promotions, limited-edition flavours, and co-marketing with similar items.

Improved Supply Chain Management: Reduce transit damage by enhancing packing or cooperating with transportation firms to ensure safe and dependable delivery. This can help to reduce negative feedback about packing while also improving product quality.

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
• Audit date
• Process owners
• Audit criteria
• Auditor(s)
• Observations
• Findings and corrective action requests.

Audited Activity	Audit Date	Process Owners	Audit Criteria	Auditor(s)	Observations	Findings and Corrective Action Requests
Tub Volume Measurement Audit		Production	Tub volume compliance with objective (465ml)		1. Tub 1: 463ml 2. Tub 2: 467ml 3. Tub 3: 301ml 4. Tub 4: 378ml 5. Tub 5: 400ml 6. Tub 6: 445ml 7. Tub 7: 450ml 8. Tub 8: 465ml	Tub 3 and Tub 4 are significantly below the objective, indicating inconsistency. Tub 5, Tub 6, and Tub 7 are slightly above the objective. Further investigation and corrective actions are needed.

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

Meeting with Head of Advertising Division to Conclude Quality Goals

Time span: Within the next week Description: Talk about and settle the quality goals and assumptions for the re-marking project with the top of the showcasing division.

Contact Current Plan Group and Get a Report on Progress

Time period: In two weeks Description: Assess the project's current state, the causes of delays, and their plan for completion by contacting the current design team.

Timeframe: Determine the new timeline and completion dates. In two weeks Description: In light of the update from the plan group, lay out an overhauled project timetable with clear achievements and fulfillment dates.

Timeline: Find a Backup Design Firm In three weeks Description: In the event that the current team is unable to meet the revised deadlines, begin the search for a backup design firm.

Examine the Designs of the Target Audience and Competitors Timeframe: In 4 weeks or less

Depiction: The rebranding process will be informed by an examination of the preferences of the target audience and the branding designs of rivals.

Timetable for Initial Drafts: Within eight weeks (the design team has one month to submit first drafts) Description: The initial design drafts are provided for review by the design team.

Timeline for meeting review: Within nine weeks (within one month of the review meeting) Conduct a review meeting to evaluate the suitability of the initial drafts and solicit suggestions for modifications.

• A list of methods to monitor actions against goals

Regular Progress Reports: Ensure that the design team sends weekly progress reports to track their progress against project milestones.

Milestone Monitoring: Ensure that each milestone (e.g., initial draughts, revisions) is completed on time.

Establish a feedback channel between the department of marketing and the design team to resolve issues as they arise.

• Contingency plans and further resources (where possible).

Backup Design business: Have a backup design business ready to step in if the existing design team is unable to achieve the updated deadlines.

More Budget: Investigate methods for getting more cash to address any cost overruns if necessary.

Contractual Agreements: Make certain that the contract with the present design team contains language addressing penalties for missing deadlines and defining the scope of work.

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.

Answer each question in as much detail as possible.

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

Lean management is a strategy that focuses on reducing waste, increasing efficiency, and providing value to consumers (Albuainainet al.,2022). These are the nine traits of effective lean leaders:

They set a good example by adhering to lean concepts.

They provide teams the authority to make choices.

Continuous Improvement: They promote a continuous improvement culture.

Waste reduction entails identifying and eliminating all types of waste.

Value Stream Optimisation: They optimize value streams.

Respect for People: They recognise and respect the contributions of their workers.

Visual Management: They communicate and track progress using visual tools.

Standardisation: They create and keep standardised procedures.

Customer-Centric: They prioritise the demands and satisfaction of their customers.

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.

By offering a framework for quality management systems, ISO 9001 acts as a basis for project quality requirements. It comprises seven quality principles: customer focus, leadership, employee involvement, process approach, improvement, evidence-based decision-making, and relationship management. These concepts help organisations offer consistent quality and develop continuously.

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

Quality assurance is a systematic procedure that assures goods or services meet set standards and are in accordance with client needs, ensuring consistent quality across a project or process.

4. List five aspects of a quality assurance audit.

Observance of norms and procedures.

The correctness and completeness of the documentation.

Process compliance and efficiency.

Personnel competency evaluation.

Nonconformities or deviations from quality standards must be identified and resolved.

5. Describe the three steps of implementing quality assurance.

Planning include defining quality targets, establishing standards, and developing processes and procedures.

Execution: Carry out the planned processes and procedures while maintaining quality requirements (Tricker, 2019).

Continuously monitor performance, gather data, and make modifications to improve quality and achieve objectives.

6. Summarise the main differences between the roles and responsibilities of project managers and quality managers.

Project managers are concerned with overall project success, whereas quality managers are concerned with product or service quality. Quality managers execute quality standards and processes, whereas project managers supervise tasks, timelines, and resources.

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

1. Plan	2. Do
?Planning ahead (analysing and __predicting___ results) ?Identifying ___issues__ and ___opportunities__ ?Developing __action___ solutions ?Developing _action____ plans	?__Executing___ the plan ?Taking steps to ___follow __ the plan ?__Recording___ the changes ?Monitoring and _controlling____ the plan
3. Check	4. Act
?Checking the _actual____ outcomes ?Comparing results with ___expected __ outcomes ?Identifying _further____ improvements	?Taking action to standardize_____ the process ?Developing _new plans____ ?Identifying further opportunities __for improvement___

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:

• Discuss quality requirements to identify short-term and long-term goals which are achievable and realistic
• Consult stakeholders when establishing objectives and standards
• Develop quality metrics for the project working alongside the relevant personnel
• Select appropriate quality management methods and tools to resolve quality issues.

In my capacity as project manager for two independent projects in my sector, I will first meet with colleagues to learn about the particular quality needs and objectives for each project. I'll make certain that the objectives are both attainable and reasonable, taking into account both short-term and long-term quality improvements. Collaboration with stakeholders will be required to ensure that aims and standards are in line with their expectations (Mahmoodet al.,2022).

To assess and monitor quality, I'll collaborate with necessary staff to build quality measures that are specific to each project's features. To successfully identify and resolve quality concerns, I will select appropriate quality management methodologies and tools, such as Six Sigma or Total Quality Management. In both cases, this technique will aid in the successful control of project quality.

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.

Component	Description
Project Description	Enhance the packaging design and materials for our flagship ice cream products.
Project Objectives	Improve visual appeal, packaging durability, and eco-friendliness.
Project Approach	Collaborate with design experts, conduct customer surveys, and source sustainable packaging materials.
Deliverables	Revised packaging designs, eco-friendly packaging materials, enhanced visual appeal, and improved packaging durability.
Other Values	Sustainability, customer satisfaction, brand image enhancement, and reduced environmental impact.

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.

1st Project: Audit of Project Processes for Quality Assurance of Product Packaging Improvement:

carried out a thorough review of the project procedures to make sure they were in line with the Quality Management Plan.

inspected for conformity to agreed-upon plans, including sustainability criteria and design specifications.

Evaluation of Product Output and Quality Control:

compared samples of packaging to quality specifications, focusing on durability and aesthetics.

made sure that the plan was followed and eco-friendly materials were sourced and used.

Finding the Roots of Variance:

identified design deviations from agreed-upon specifications in packaging.

Researched disparities in material obtaining, pinpointing the main drivers.

Therapeutic Activity:

made the necessary design adjustments to the packaging in collaboration with the design team.

Evaluated material obtaining processes and made restorative moves to guarantee consistence with maintainability principles.

Keeping a Quality Management System in Place:

maintained a digital system for recording data from quality audits, such as modifications to designs and materials and documentation for compliance.

2nd Project: Audit of Project Processes for Quality Assurance and Process Efficiency:

Inspected the process enhancements in great detail to make sure they were in line with the Quality Management Plan.

inspected for compliance with the agreed-upon training guidelines and Lean Six Sigma principles.

Evaluation of Value Control and Item Result:

Analyzed production data to evaluate enhancements in process efficiency and error reduction.

carried out spot checks to guarantee consistency in product output.

Distinguishing proof of Reasons for Change:

uncovered variations in the utilization of resources and production time.

investigated the underlying causes of inefficiencies and errors.

Corrective Action:

Enacted corrective measures to address identified issues, including process adjustments and additional training.

Started process enhancement drives to decrease creation time.

Keeping a Quality Management System in Place:

Developed a digital quality control system

References

Saiz-Alvarez, J.M., 2020. Quality Management Principles Application to Higher Educational Institutions. InQuality Management Principles and Policies in Higher Education(pp. 1-22). IGI Global.

Myeda, N.E., Chua, S.J.L. and Aqillah, N.S., 2023. Adopting quality management (QM) principles in managing facilities management service delivery.International Journal of Quality & Reliability Management.

Buck?, V., Ruel?, D., Ruevi?ius, J. and Buckus, R., 2022. The link between the application of quality management principles and risk management in healthcare. In12th International scientific conference Business and management 2022, May 12-13, 2022, Vilnius, Lithuania(pp. 1-12). VGTU Press.

Simpson-Page, E., Coogan, P., Kron, T., Lowther, N., Murray, R., Noble, C., Smith, I., Wilks, R. and Crowe, S.B., 2022. Webinar and survey on quality management principles within the Australian and New Zealand ACPSEM Workforce.Physical and Engineering Sciences in Medicine,45(3), pp.679-685.

Albuainain, M.N.A.A., Khatibi, A., Azam, S.F. and Tham, J., 2021. Impact of iso total quality management principles on Department of municipal Affairs and Transport.European Journal of Economic and Financial Research,5(3).

Al Deeb, H.M.A., Abdeldayem, M.M., Keir, M.Y.A. and Muthanna, A.M.A., 2020. Impact of Applying Total Quality Management Principles on Improving the Performance of Second Row Leaders: Evidence from Bahrain.

Tricker, R., 2019. The seven principles of quality management. InQuality management systems(pp. 131-136). Routledge.

Mahmood, W., Ismail, S.N. and MdZalli, M.M., 2022. Leadership In Quality Management (TQM) Based On Principles Of Common And Islamic Perspective On The Concept Model Of Continuing Development.Harf-o-Sukhan,6(1), pp.208-217.

Case Studies

Case Study A Bob and Jennys

Background

Bob and Jennys 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 Jennys 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.

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.

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.

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

• 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.

Case Study D Design team issues

The third-party company working on branding design for Bob and Jennys 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.

Competency record to be completed by the assessor

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

Learners name
Assessors name
Unit of Competence (Code and Title)
Date
Has the learner completed all required assessments in this workbook to a satisfactory standard?				Yes No (Please circle)
Comments from trainer/assessor:
Learner is deemed	Not competent		Competent
Assessors signature