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Running Head: PROJECT PERFORMANCE AND QUALITY ASSURANCE
MPM357 Project Performance and Quality Assurance
Apple Inc. Customers Survey System
Your Name
April 25, 2017
Running Head: PROJECT PERFORMANCE AND QUALITY ASSURANCE
Table of Contents
Project Outline .............................................................................................................................................. 3
Overall Project Deliverables .......................................................................................................................... 3
Organizational Readiness for Quality Management ..................................................................................... 3
Quality Systems Analysis............................................................................................................................... 4
Six Sigma ................................................................................................................................................... 4
Baldrige Malcolm ..................................................................................................................................... 5
Plan-Do-Check-Act.................................................................................................................................... 6
Week 2: Quality Dimensions and Criteria .................................................................................................... 7
Week 3: Quality Process Improvement Tools and Techniques.................................................................... 8
Week 4: Quality Performance Monitoring and Control ............................................................................... 9
Week 5: Three Levels of Quality Management .......................................................................................... 10
Week 5: Quality Performance Communication Plan ................................................................................. 11
References .................................................................................................................................................. 12
Running Head: PROJECT PERFORMANCE AND QUALITY ASSURANCE
Project Outline
This project involves the development of Apple company web-based survey System. The
company requires a Web-based system that will enable it to get instance reviews from its users
about their products. It will enable the company conduct online survey and analyze the data to
give useful information that will help the company make an effective decision.
Overall Project Deliverables
The company requires all the administrative and legal matters to be completed before deploying
the System. It should be able to handle new customer registration and accounts management,
new questions and survey title set up, customer response validation, response analysis and give
comments based on the analysis results. All these deliverables need to be confirmed prior to
submitting the application to the organization.
Organizational Readiness for Quality Management
Currently, the company is using third party applications and other websites to conduct its survey. The
company is currently facing stiff competitions from its competitors e.g. Microsoft and Google. The
company, therefore, needs its own reliable applications that will help it reach its customers directly and
not through other intermediary organizations. Apple needs to have its own System which will be managed
by its own experts to ensure the integrity of the responses received from its customers. The company
needs an efficient and reliable System on which all the potential risks are known and documented.
Therefore, the company has decided that this System should be bounded by quality management
standards throughout its development. To support this, the company has hired a project manager who will
ensure all the procedures for quality management system are followed when developing the system. This
manager will play a crucial role in leading the team to meet all the organization objectives.
Running Head: PROJECT PERFORMANCE AND QUALITY ASSURANCE
Quality Systems Analysis
It is a requirement that system analysts should be aware of all the driving factors that read to the
required objectives. They should realize that the overall commitments of the business to Total
Quality Management (TQM) will reflect the overall objectives of systems analysis and design.
There are various quality systems available and used for project management. They include
Sigma, Malcolm Bridge and PLAN-Do-Check (Task List, 2012). Each of the systems has its
own pros and cons. The systems can be used independently from each other or be combined to
provide the best results for the project.
Six Sigma
This is a top-down approach that was first developed by Motorola Company in the 1980s. It is
managed by professional and members who ranked using the martial arts ranking systems i.e.
Green Belts, Black Belts, and Master Black Belts. The ranks go with the number of times once
has worked on projects. It has changed the approach to quality management and hence most of
its principles are applied to system analysis projects. It helps system analysts to eliminate all the
defects in their processes, products, or services. This system is used to eliminate defects that are
no more 3.4 defects per million opportunities. It uses both the DMAIC and DMADV
methodologies to attain its goals. These two methodologies involves definition, measurement,
analysis, and control processes (Juran, 2016)
Running Head: PROJECT PERFORMANCE AND QUALITY ASSURANCE
One advantage of using Six Sigma is that it has high ROI for big companies that can afford to
invest on Master Black Belt. This guarantees strong frameworks and lean processes which save
companies a lot of money.
On the other hand, Six Sigma is a very rigid system and has high demands and this counts as one
of its cons. Since apple is a big and strong company that requires perfection, Six Sigma approach
is a suitable choice for the company.
Baldrige Malcolm
This model is adopted by many companies to help them improve their overall performance and
processes. This framework supports organization customers, management, strategic planning,
workforce and the operations. The framework is customizable for each individual organization
and projects. Through this framework, organizations are able to evaluate their performance and
make changes where necessary in order to attain the expected results.
Baldrige Model is well known for providing Quality Awards and national wide support. This
model is flexible enough to be implemented into any size of a business and provide the required
solutions.
Some Advantages of Baldrige Malcolm system includes having sufficient rooms to adapt the
framework and leave more rooms for unrefined processes. It is not meant for specific systems
and hence opportunities are available to all managements including the less experienced.
Baldrige Models will hence be followed in the development of Apple Web-based Survey system
by focusing on leadership, customers in the market, strategic planning, analysis, measurements
workforce focus, processes management, knowledge management, and the final results(Business
Management, 2016). This model allows the system to be broken to down into sub-sections that
Running Head: PROJECT PERFORMANCE AND QUALITY ASSURANCE
can be modeled individually and then combined to form the main system that performs the
expected function.
Plan-Do-Check-Act
Plan-Do-Check-Art is also known as Deming Cycle due to its repeated steps over and over to provide a
continuous cycle of improvement. It has four steps cycle namely; Plan, Do, Check, Act. The plan
indicates the first step which involves beginning of change or a new project. The second step is Do. It
involves testing the change and carrying it out on a small scale. Check is the third step and involves
reviewing and analyzing the test. This step provides beneficial information that helps the project to run
as smoothly. This information will also indicate what need to be refined. The last step is Act and refers to
the actions where the project is implemented. The cycle repeats itself to find the most efficient way of
completing the project (Plan-Do-Check-Act, 2012). One of this model ...