Running head: QUALITY MANAGEMENT

Customer Support System Quality Management Plan

Week 5 Project Group B
CMIS 3005 Project Management
Walden University

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Table of Contents

Introduction......................................................................................................................3
Quality Planning..............................................................................................................3
Relevant quality standards system processes..............................................................3
Variables that have the most influence on overall outcome........................................3
Defining responsibilities .............................................................................................3
Quality Assurance............................................................................................................4
Quality audit................................................................................................................4
Quality standards.........................................................................................................4
Quality Control................................................................................................................5
Acceptance decisions...................................................................................................5
Rework actions............................................................................................................5
Process adjustments.....................................................................................................6
Quality Improvement.......................................................................................................6

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Customer Support System Quality Management Plan

Introduction
The goal of this quality management plan is to assure project deliverables meet their
stated requirements, including but not limited to: functionality and features, system outputs,
performance, and reliability and maintainability (Schwalbe, page 316).
Quality Planning
Relevant quality standards and system processes. (Schwalbe, page 316). The CSS will
serve as the main support utility for the company; it will pull information from other systems to
complete reservations, payments, refunds, updates, and any other customer service requests.
Customer facing utilities include mobile integration, online chat support, and self-service on the
website. Additional functional requirements include the integration with social media to expand
the customers usability of the web site and maintain an online calendar of all company
adventures.
Variables that have the most influence on overall outcome. (Schwalbe, page 316).
The CSS will need to integrate with three other existing systems, the first system is the
Billing/Accounting system, the second is the Booking/Reservations system, and the third is the
Social Media/Marketing system.
Defining quality monitoring responsibilities. ( Virginia Tech, 2013). The quality of the
products produced by Geeks-on-Ropes will always be the responsibility of each team member.
The goal of the team is to provide quality work, minimal impacts to the customer, timely
responses, leave no unresolved issues, and a proud finish. Specific responsibilities of the quality
assurance, control, and improvement are defined below:

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Title
Project Sponsor
Project Manager
Project Team

Quality Management Duties

Clearly articulate so that the customer and the team understands the
essential professional standards, laws, and codes which must be
incorporated into the project (ACQNotes, 2013).
Document stakeholders expectations; ensure the customer's quality
objectives are clearly articulated; utilize the expertise of the team to
achieve top level quality (ACQNotes, 2013).
Delivering a quality project; monitoring the quality of their own work;
keeping the commitments for completion of their portion of the project
(ACQNotes, 2013).

Quality Assurance
Quality audit. A quality audit will be scheduled at the end of each system development
step (planning, analysis, design, implementation, and maintenance) to review specific areas for
compliance with policies, standards, and processes. Quality management activities will be
reviewed to help identify where lessons were learned and pinpoint areas that need improvement
(Schwalbe, 2014, p. 319). Unit testing at the end of each sprint and phase of the project
represent the processes to be used for ensuring quality standards are maintained.
Quality Standards. Quality assurance must adhere to the change control procedure
defined in the overall project management plan. Any quality issues must be resolved within five
business days. In order to satisfy stakeholder expectations, project status will be communicated
monthly at the review meetings, and quality resolution efforts will be reported at the end of the
five day period to the project sponsors.
Quality Control
The primary deliverable for the CSS project which will be subject to quality review is a
customer service web application that integrates with the primary information systems currently

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in use by Geeks-on-Ropes Limited. The primary elements required to meet quality standards are
the system design-including how the web application integrates with billing, booking, and social
media and marketing systems-and the interface of the web application itself. The project team
will follow the Zero Defects (Schwalbe, 2014, p. 337) method as defined by Philip B. Crosby.
Acceptance decisions at the end of each development stage, and after audits are
conducted, decisions will be made to determine if the products or services produced as part of
the project will be accepted or rejected (Schwalbe, page 319). The acceptance criteria for each
stage of the project is that the software be 99% defect free. The web application must adhere to
web application standards defined by the World Wide Web Consortium including accessibility
standards defined in W2Cs Web Accessibility Initiative. The acceptance criteria for system
integration is that the system maintain 100% data integrity in the exchange and recording of
information in the companys database.
Rework actions after the acceptance decisions are made, then action will be taken to
bring rejected items into compliance with product requirements, specifications, or other
stakeholder expectations (Schwalbe, page 320). Rework requirements will be assigned to the
QA team for immediate action in the next sprint. As part of the rework, an estimated delivery
time for maintenance items will be provided within one day of acceptance failure, and the
updates and fixes will be built into the system as soon as they are completed without waiting for
the next build cycle.
Process adjustments to further control quality in the project, after acceptance decisions
are made and rework actions are being taken, adjustments to correct or prevent further quality
problems based on quality control measurements (Schwalbe, page 320) will be made. Any

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recommendations for hardware upgrade must be approved by the project sponsor. Each
adjustment will be recorded in the lessons learned report and the weekly recap for integration in
the next sprint by the quality assurance team.
Quality Improvement
When corrective actions are identified, quality improvements will be implemented to
increase the effectiveness and efficiency of the project (ACQNotes, 2013). Quality improvement
is the primary responsibility of the project manager for the CSS project; however, the PM will
provide reports to top management about suggested improvements in order to benefit the entire
company. The PM will work with company leadership to support the companys philosophy
and commitment to quality, implement company-wide training programs in quality concepts and
principles, implement measurement programs to establish and track quality levels, and actively
demonstrate the importance of quality (Schwalbe, 2014, p. 341). The core method for
improving quality during the project and throughout the company is an application of Capability
Maturity Model Integration (CMMI). The goal of Geeks-on-Ropes is to obtain a CMMI
capability level of four where projects are quantitatively managed (Schwalbe, 2014, p. 345).

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References
ACQNotes. (2013, July 7). Sample Quality Management Plan. Retrieved from
http://www.acqnotes.com: http://www.acqnotes.com/Attachments/Sample%20Quality
%20Management%20Plan.pdf
Schwalbe, K. (2014). Information technology project management (Revised 7th ed.). Boston:
Course Technology/Cengage Learning.
Virginia Tech. (2013). Information Technology. Retrieved from Virginia Tech:
http://www.itplanning.org.vt.edu/pm/qualitymgmtplan.html