Manage Project Quality - BSBPMG532 Learner Workbook

This learner workbook provides activities and assessments for BSBPMG532: Manage project quality. It includes case studies, competency record, and assessment appeals process. The workbook covers identifying quality objectives and standards, direct observation, product-based methods, portfolios, and questioning. Learners must complete all activities and have them deemed satisfactory by the assessor to demonstrate competence in this unit.

BSBPMG532
Manage project quality
Learner Workbook

Table of Contents
Instructions to Learner.....................................................................................................................3
Assessment instructions....................................................................................................................3
Assessment requirements.................................................................................................................5
Candidate Details.............................................................................................................................6
Assessment – BSBPMG532: Manage project quality.....................................................................6
Activities...........................................................................................................................................7
Activity 1A......................................................................................................................................7
Activity 1A Checklist.......................................................................................................................9
Activity 1B....................................................................................................................................11
Activity 1C....................................................................................................................................12
Activity 1D...................................................................................................................................13
Activity 1D Observation Checklist................................................................................................14
Activity 1A-1D Checklist...............................................................................................................16
Activity 2A....................................................................................................................................17
Activity 2B....................................................................................................................................18
Activity 2C....................................................................................................................................19
Activity 2D...................................................................................................................................20
Activity 2A-2D Checklist...............................................................................................................21
Activity 3A....................................................................................................................................22
Activity 3B....................................................................................................................................23
Activity 3C....................................................................................................................................24
Activity 3A-3C Checklist...............................................................................................................25
Summative Assessments................................................................................................................26
Section A: Skills Activity...............................................................................................................27
Section A: Skills Activity Checklist................................................................................................29
Section B: Knowledge Activity (Q & A).........................................................................................32
Section B: Knowledge Activity (Q&A) Checklist............................................................................33
Section C: Performance Activity...................................................................................................34
Section C: Performance Activity Checklist...................................................................................36
Competency record to be completed by the assessor.....................................................................41
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Case Studies.....................................................................................................................................42
Case Study A – Bob and Jenny’s...................................................................................................42
Case Study B – Quality assurance................................................................................................43
Case Study C – Project outcomes.................................................................................................44
Case Study D – Design team issues..............................................................................................46
Competency record to be completed by the assessor.....................................................................47
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Instructions to Learner
Assessment instructions
Overview
Prior to commencing the assessments, your trainer/assessor will explain each assessment task and
the terms and conditions relating to the submission of your assessment task. Please consult with
your trainer/assessor if you are unsure of any questions. It is important that you understand and
adhere to the terms and conditions, and address fully each assessment task.
Written work
Assessment tasks are used to measure your understanding and underpinning skills and knowledge of
the overall unit of competency. When undertaking any written assessment tasks, please ensure that
you address the following criteria:
 Address each question including any sub-points
 Demonstrate that you have researched the topic thoroughly
 Cover the topic in a logical, structured manner
 Your assessment tasks are well presented, well referenced and word processed
Active participation
It is a condition of enrolment that you actively participate in your studies. Active participation is
completing all the assessment tasks on time.
Plagiarism
Plagiarism is taking and using someone else's thoughts, writings or inventions and representing them
as your own. Plagiarism is a serious act and may result in a learner’s exclusion from a course. When
you have any doubts about including the work of other authors in your assessment, please consult
your trainer/assessor. The following list outlines some of the activities for which a learner can be
accused of plagiarism:
 Presenting any work by another individual as one's own unintentionally
 Handing in assessments markedly similar to or copied from another learner
 Presenting the work of another individual or group as their own work
 Handing in assessments without the adequate acknowledgement of sources used, including
assessments taken totally or in part from the internet.
If it is identified that you have plagiarised within your assessment, then a meeting will be organised
to discuss this with you, and further action may be taken accordingly.
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Collusion
Collusion is the presentation by a learner of an assignment as their own that is, in fact, the result in
whole or in part of unauthorised collaboration with another person or persons. Collusion involves
the cooperation of two or more learners in plagiarism or other forms of academic misconduct and,
as such, both parties are subject to disciplinary action.
Competency outcome
There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory (requires more
training and experience).
Once the learner has completed all the assessments for this unit of competency, the learner will be
awarded “Competent” (C) or “Not Competent” (NC) for the relevant unit of competency.
Confidentiality
The college will treat anything, including information about your job, workplace, employer, with
strict confidence, in accordance with the law. However, you are responsible for ensuring that you do
not provide us with anything regarding any third party including your employer, colleagues and
others, that they do not consent to the disclosure of. While we may ask you to provide information
or details about aspects of your employer and workplace, you are responsible for obtaining
necessary consents and ensuring that privacy rights and confidentiality obligations are not breached
by you in supplying us with such information.
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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 .
Assessment requirements
Assessment can be:
 Direct observation
 Product-based methods e.g. reports, role plays, work samples
 Portfolios – annotated and validated
 Questioning.
The assessment activities in this workbook assess aspects of all the elements, performance criteria,
skills and knowledge and performance requirements of the unit of competency.
To demonstrate competence in this unit, you must undertake all activities in this workbook and have
them deemed satisfactory by the assessor. Once you have demonstrated the required level of
performance, you will be deemed competent in this unit.
As part of the assessment process, all learners must abide by any relevant assessment policies as
provided during induction.
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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: _____________________________________________________________
Email: _____________________________________________________________
Student ID: _____________________________________________________________
Declaration
I declare that no part of this assessment has been copied from another person’s work with the
exception of where I have listed or referenced documents or work and that no part of this
assessment has been written for me by another person. I also understand the assessment
instructions and requirements and consent to being assessed.
Signed: ____________________________________________________________
Date: ____________________________________________________________
If activities have been completed as part of a small group or in pairs, details of the learners
involved should be provided below:
This activity workbook has been completed by the following persons and we acknowledge that it
was a fair team effort where everyone contributed equally to the work completed. We declare that
no part of this assessment has been copied from another person’s work with the exception of where
we have listed or referenced documents or work and that no part of this assessment has been
written for us by another person.
Learner 1: ____________________________________________________________
Signed: ____________________________________________________________
Learner 2: ____________________________________________________________
Signed: ____________________________________________________________
Learner 3: ____________________________________________________________
Signed: ____________________________________________________________
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Activities
Activity 1A
Objective To provide you with an opportunity to identify quality objectives and
standards with input from relevant stakeholders.
Equipment
needed
 Access to peers
 Suitable space for a roleplay.
This activity will need to be observed. The assessor has a checklist of criteria
they will base your assessment on.
This is a roleplay activity to be conducted in groups of four.
You are playing the role of project manager while your colleagues will play
the role of three different stakeholders. You are holding a meeting to identify
two quality objectives/standards from each stakeholder.
You must:
 Introduce yourself
 Explain the reason for the meeting
 Identify the stakeholders’ roles
 Identify a total of six quality objectives/standards to be implemented
(two from each stakeholder)
 Communicate effectively and efficiently
 Guide the meeting and encourage all participants to provide input.
Person A: Customer
You have been a customer for over ten years but are fed up with the number
of product recalls issued over the past year. You are losing faith in the
company as customer service has been very dismissive of your complaints.
Your quality objectives are zero product recalls and an improvement in
customer service (maintain a customer satisfaction rate of 90%).
Person B: Manager
Operational efficiency has been negatively impacted over the last 12 months.
You have recently hired in the workforce but want to see an overall
improvement in operational efficiency by 15%. Defects must also be
decreased, and you want to see a huge drop in the percentage of products
sent out with issues (send out fewer than 5% of products with defect).
Person C: Sponsor
You are becoming increasingly frustrated by the product’s performance.
Competitors are showing 20 hours of use where your company is at 15. You
would like to see this increased to at least 18 hours as soon as possible. You
have also heard that deliveries have been delayed recently, it would improve
company reputation they could achieve 95% of on-time deliveries.
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Project manager- Hi everyone, Good afternoon
(everyone greet the manager)
Project manager- the reason behind this quick meeting is to develop the
quality objectives and standard to improve the product and sales of company.
Manager- but we are doing well.
Project manager- no, there are many different issues and these need to be
solved in order to improve the working. Hence, in this meeting the views of
all the stakeholder will be analysed and objectives will be set. Let’s start with
person A that is customer.
Person A- I have the problem that the customer service of your company is
being getting dismissive and the product recall issued for part years.
Project manager- so what do you think can be the quality objectives?
Person A- the first objective related to zero product recall and second one
relates with maintaining customer satisfaction rate at 90 %.
Project manager- Good, these objective will definitely solve the problem
which the stakeholder that is consumer are facing.
Project manager- next comes the person B that is manager. Please tell your
problem relating to quality.
Person B- thanks for involving us in the meeting. The major problem is that
the operational efficiency is being negatively affected in the last 12 months.
Also, the defects within the product is also high.
Project manager- so what do you think the quality objective will be?
Person B- the first objective is to improve operational efficiency by 15 % and
second one involves send fewer than 5 % product with defects.
Project manager- this is really good that you have set some good objective for
improving the quality.
Now please person C tell your problem and objectives.
Person C- the major issue is that the performance of the product is not good
and the delivery is also delayed. Hence, for this the objective involves
increase to 18 hours’ performance as soon as possible and to achieve 95 % of
on time deliveries.
Project manager- this s good and all the objectives are being set in proper
manner and this is good for the improvement of business. all these objectives
will be communicated to others as well with help of mail.
Activity 1A Checklist
This should be used by the trainer/assessor to document the learner’s performance as relevant to
the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not
satisfactory (NS) for the activity or if reassessment is required.
Task #1 – <Activity 1A>
The student is required to demonstrate ALL Assessmen Reassessmen Comments
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components from the list below t t
Date: Date:
Did the student:
Tick
S NS S NS Assessor
must
record
observation
s in
sufficient
detail to
demonstrat
e their
judgement
of the
student’s
performanc
e against
the criteria
1 Identify quality objectives and standards with
input from relevant stakeholders:
 Confidently play the role of project manager
leading a meeting with stakeholders
 Act professionally at all times
 Encourage all members of the meeting to
share their feelings and input
 Introduce themselves clearly and concisely
 Explain the reason for the meeting, i.e. to
gather input from stakeholders to form a
project quality management plan
 Correctly identify the stakeholders’ roles, i.e.
customer, manager and sponsor
 Identify two quality objectives/standards
from each stakeholder and make a record of
them:
o customer – safety: zero product recalls,
customer service: maintain a customer
satisfaction rate of 90%
o manager – defects: send out fewer than
5% of products with a defect, operational
efficiency: improve operational efficiency
by 15%
o sponsor – performance: increase product
performance to 18 hours of use, delivery:
achieve 95% of on-time deliveries
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 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:
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Activity 1B
Objective To provide you with an opportunity to develop quality metrics for the project
and any product output in a quality management plan.
This activity does not require observation.
Develop and document relevant metrics, standards and criteria for the six
quality objectives identified in Activity 1A.
The project need to be successful and for this it is necessary that proper
quality is being maintained while working. Hence, it is necessary that proper
quality standards and metrics are being followed in order to improve the
working in better and effective manner.
Quality metrics
For all the six objectives the quality metrics involves setting up the KPI that is
Key Performance Indicator. In the case of six objectives the KPI are as follow-
Objectives KPI Criteria and standard
Zero product recalls Past year product
recall
For this ISO 9001-
2015 that is
customer focus will
be used.
Customer satisfaction rate
of 90 %
Achieve satisfaction
rate of 95 %
For this different
codes of conduct will
be followed.
Increasing operational
efficiency by 15 %
Increase efficiency by
18%
Proper compliance
with industry and
organizational policy
will be followed.
Fewer than 5 % of
products with defect
Less than 3% product
with defects
The compliance with
legislation and
regulatory
requirement will be
done.
Product performance at
least 18 hours
Increase performance
by at least 19 hours
For this the proper
focus will be laid on
ISO 9001: 2015
Achieve 95 % on time
deliveries
Attain 97 % of time
deliveries
For this compliance
with code of conduct
will be followed.
Activity 1C
Objectiv
e
To provide you with an opportunity to select quality management methods and
tools for resolving quality issues.
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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
Selec
t
Understan
d
Performanc
e
Revie
w
Chang
e
Captur
e
Mapping X
Flowcharting X
Force field X
Cause and
effect
Mind mapping X
Pareto analysis
SPC
Scattergrams
Matrix analysis
Dot plot
Histogram 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.
This activity will need to be observed. The assessor has a checklist of criteria
they will base your assessment on.
This is a roleplay activity to be conducted in groups of five. You are playing
the role of project manager, and the other participants will make up the
project team and stakeholders.
Refer to Case Study A – Quality requirements
You are holding a meeting to consult the project team and stakeholders on
quality requirements. Using the information from the case study, identify
seven requirements that are essential to the success of this project. Ensure
you lead the meeting efficiently and communicate effectively, and document
your findings.
This meeting is being conducted in order to discuss the quality requirement
for the improvement of the business and its position. Hence, in the seven key
requirement which is essential for the success of the project are as follows-
1. Consistency- The major thing to be considered is to increase the
portion size so that is increases the interest of consumer.
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2. Availability- Along with this another key requirement for making the
project successful is to make the business and its services being
available to the different area of country.
3. Customer experience- In addition to this another thing to be
considered is to bring some new flavours so that consumer gets
attracted towards the company.
4. Reliability- Moreover, another thing to be considered is to work on
improving consistence performance ad to focus on proper transport.
5. Performance- Along with this another aspect to be considered is to
focus on the fact that product of the company melt till it reaches to
the consumer. Thus, for this packaging must be easy and it must be
having facility of reseal.
6. Look- Furthermore, the company also need to work on the packaging
of the product such that it will become successful and quality of the
product will not be affected. Also, the correct audience must be
identified and proper communication must be undertaken
7. Ingredients- In addition to this, company must also involve the use of
organic product within the ice cream so that good quality of product
are being provided to the consumers.
Activity 1D Observation Checklist
This should be used by the trainer/assessor to document the learner’s performance as relevant to
the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not
satisfactory (NS) for the activity or if reassessment is required.
Activity 1D
The student is required to demonstrate ALL
components from the list below
Assessmen
t
Reassessmen
t Comments
Date: Date:
Did the student:
Tick
S NS S NS Assessor
must
record
observation
s in
sufficient
detail to
demonstrat
e their
judgement
of the
student’s
performanc
e against
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the criteria
1 Consult with project team and stakeholders on
quality requirements:
 Confidently play the role of project manager
during a meeting to discuss quality
requirements
 Encourage responses from both the project
team and stakeholders, and show respect for
their input
 Consult all participants to correctly identify
seven quality requirements:
o consistency: units to be internally
consistent
o availability: units to be available in major
outlets across the country
o customer experience: flavours to be
improved and branding to be reviewed
o reliability: enduring and consistent
performance in real-world situations, i.e.
transport
o performance: packaging to be easy to
open and reseal
o look: target audience to be identified
o ingredients: quality to be improved with
organic alternatives explored
 Speak clearly, concisely and professionally at
all times
 Guide the meeting to discuss all seven points.
All task criteria must be satisfactorily demonstrated by the student. The task has been confirmed:
Satisfactory Not Satisfactory
Assessor comments/recommendations for future training/action in cases where the student has
not satisfactorily achieved all criteria:
Assessor Declaration: I declare that I have observed the student perform this task. The task
has been conducted as per assessment procedures and the
instructions provided for this assessment task. I have provided
appropriate feedback to the student.
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Assessor Name:
Assessor Signature:
Date Marked:
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Activity 1A-1D Checklist
This should be used by the trainer/assessor to document the learner’s knowledge as relevant to the
unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory
(NS) for the activity or if reassessment is required.
Activity 1A-1D
Has the activity been answered and performed fully, as required to
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 learner’s
performance was: Not yet satisfactory Satisfactory
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Activity 2A
Objective To provide you with an opportunity to perform quality assurance audit of
project processes for compliance with agreed plans.
This activity does not require observation.
Refer to Case Study B – Quality assurance
You are halfway through Bob and Jenny’s quality management project, and it
is time to perform a quality assurance audit of project processes for
compliance with agreed plans.
As a reminder, these are the agreed plans:
 Consistency: units to be internally consistent
 Availability: units to be available in major outlets across the country
 Customer experience: flavours to be improved and branding to be
reviewed
 Reliability: enduring and consistent performance in real-world situations,
i.e. transport
 Performance: packaging to be easy to open and reseal
 Look: target audience to be identified
 Ingredients: quality to be improved with organic alternatives explored.
Read the feedback and summarise overall conformance to the plan,
highlighting any lessons learned and continuous improvement plans to be
implemented.
With the feedback it is clear that many of the objectives have been attained
and this has resulted in improvement of the business and its performance. for
example, packaging test were conducted and 90 % of them were successful.
This implies the working has improved and this improved the working of the
business to a great extent. also, the company has started negotiating with
local farmers in order to use the organic milk and other dairy products being
used in making the ice cream.
With the above analysis of the feedback it continuous improvement plan
need to be made on the packaging and the tubs that is the container need to
be improved. In case the tubs will not be checked in proper manner then this
will affect the working of the business to a great extent. For this, company
need to test different types of container and the one in which it will be best
suited then it will be selected in better manner.
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Activity 2B
Objective To provide you with an opportunity to identify how to assess quality control
of project and product output according to agreed quality specifications.
This activity does not require observation.
1. Identify five quality control methods that you could implement in the
workplace.
2. How might you assess quality control? Give four methods.
3. Following on from Activity 2A, how is quality control of the project carried
out and are project deliverables meeting quality specifications?
1
For the company to make the project successful it is necessary that proper
quality control methods. The different types of quality control methods which
could have been implemented in workplace is as follows-
1. Inspection and audit is a tool which assist the business in managing the
work and quality n better and effective manner.
2. Another method is monitoring the conformance in accordance with the
specification of the project will also help the company in making the
project successful and with focus on quality.
3. Along with this another method is regular assessment by the individual
and inspection by internal or external agents can also assist in good
quality control.
4. Moreover, the use of reporting variance will also help in effective
making and managing of the quality control.
5. Along with this another method is by recommending ways of
eliminating the causes of unsatisfactory performance.
2
For the project of the business it is necessary that proper quality control is
being measured and implemented. This is because of the reason that in case
the quality will not be ensured then this will be affecting successful completion
of the project.
The first control is monitoring conformance in accordance to product
specification
doing monitoring on regular basis
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another control method is to examine whether project deliverable has been
attained or not.
Last control method is to eliminate the various reason from which
unsatisfactory performance of product is ensured.
3
with respect to the current project, for management of quality and the project
deliverable used is the KPI being set. This is because of the reason that these
KPI will guide the company to work in that direction. Hence, this KPI will assist
the company in improving the quality and performance of the company.
Activity 2C
Objective To provide you with an opportunity to identify causes of variance to quality
metrics and undertake remedial action.
This activity will not require observation.
With reference to the project that you have worked on in Activities 1D to 2B,
provide an example of a variance that could occur within the project.
You should include the following details:
 What the variance is
 How you would identify the variance
 How the variance could affect the project’s quality.
Suggest an appropriate remedial action that could be taken.
The variance is being defined as the deviation within the planned
performance and the actual performance of the company. The variance
occurs in case the standard working criteria has not been attained. For
identifying the variance, actual performance is being deducted from the
budgeted or standard performance. This variance negatively affects the
project and its quality. This is pertaining to the fact that in case actual
performance is not good then this implies that project objective will not be
attained.
Activity 2D
Objective To provide you with an opportunity to maintain a quality management
system for timely recording of quality audit data.
This activity will not require observation.
For one aspect of the project seen from Activity 1D to 2C, explain how you
would maintain a quality management system (QMS) to record audit data
accurately and in good time.
With the analysis of the above activities it is clear that there is requirement of
quality management system for improving the working of the project. In the
current project it was seen that there was unsatisfactory performance
because only 60 % of tubs were holding right amount of ice cream. Hence, this
need to be improved and for this a complete quality management system
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that is
first the correct data need to be collected that is whether the working of the
objective has been tracked correctly or not.
Further the next step involves the amending the data as per the requirement
of the work and then input the data for maintaining the outcome.
Further the data is input and then with help of software it is analysed that
whether there is requirement of improvement or not.
In the end the regular checks are ensured in order to improve the work in
better and effective manner.
Activity 2A-2D Checklist
This should be used by the trainer/assessor to document the learner’s knowledge as relevant to the
unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory
(NS) for the activity or if reassessment is required.
Checklist
Has the activity been answered and performed fully, as required to
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 learner’s
performance was: Not yet satisfactory Satisfactory
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Activity 3A
Objective To provide you with an opportunity to review processes and implement
agreed changes continually throughout the project life cycle.
This activity will not require observation.
Refer to Case Study B – Quality assurance
Review the project processes to assess continuous quality improvement
through the project life cycle.
Identify any changes that may be needed and prepare a short plan on how
you would implement these. (Your plan should be attached to your workbook
if produced on separate paper).
With the comparison of the objectives and the feedback there is requirement of
improvement in the container. This is because the packaging or the container is
the element which is having unsatisfactory performance. For this, company first
must check the different types of the container and must do the trial b using
each and every shape. Thus, this will provide proper detail that which shape of
container will be good for the supply of ice cream so that it does not fall or melt.
Hence, this quality plan will be involving better and effective working to the
company and it will improve the working efficiency of the business.
Activity 3B
Objective To provide you with an opportunity to review project outcomes against
performance requirements.
This activity will not require observation.
Refer to Case Study C – Project outcomes
Review the project outcomes against the performance requirements to
evaluate if quality management processes and procedures were successful.
Write down your conclusions as a short report and ensure you cover the
following points:
 Are the deliverables functioning as expected?
 Are any error rates low enough, and are they fit for purpose?
 Is the deliverable functioning well, and are users adequately supported
and trained?
 Are there enough skilled, confident people in place?
 Are there necessary controls and systems in place, and are they working
sufficiently?
 What routine activities are required to support the project’s success?
 If there are problems, how will they be addressed?
 How do the end results compare with the original project plan, e.g.
quality, schedule and budget?
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The deliverable of the project is working in better manner and the expected
working has taken place.
The error rates are low and this is good for the company and its performance
The deliverables are functioning well and also the users are supporting the
effective working of the business and as a result of this the working will be
improved.
Yes, the employees are very skilled and this is good for the company and as a
result of this overall working of the business will be improved.
Yes, there is use of proper two- way communication channel available for
discussing the quality management plan.
All the activities need to be undertaken and it is necessary that all the routine
activities are proper and this need to be followed in the same manner.
In case of any issue the problem will be solved with help of the comparison of
the actual and planned performance of the company. This is important because
of the reason that in case the deviation will be there then this implies that the
performance is not good.
All the end result of the project is good in terms of quality, budget and schedule.
This is pertaining to the fact that the project has successfully completed but
there is also some requirement of the project.
Activity 3C
Objective To provide you with an opportunity to identify and document lessons learned
and recommended improvements.
This activity does not require observation.
Refer to Case Study C – Project outcomes
Reflect on the project feedback and identify two lessons that you have
learned about managing project quality. You should explain what these are,
and suggest one or more improvements that you could make.
The two lesson learnt from the managing project quality is that the target set
must be accurate. This is particularly because of the reason that in case the
segment will not be good then this be affecting the working of the project.
Moreover, another lesson learnt is that proper communication is very
important. This is necessary for the reason that in case the communication is
not good then this will not result in attainment of the objectives of the project
and its quality.
The improvement which can be undertaken is that proper monitoring system
can be used by the company in order to improve the working of the company in
better and effective manner.
Another recommendation improvement is to set the target one day early. This is
necessary for the reason that it will provide more time to cross- check the work.
Page 23 of 51

Activity 3A-3C Checklist
This should be used by the trainer/assessor to document the learner’s knowledge as relevant to the
unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory
(NS) for the activity or if reassessment is required.
Checklist
Has the activity been answered and performed fully, as required to
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 learner’s
performance was: Not yet satisfactory Satisfactory
Page 24 of 51

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.
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Section A: Skills Activity
Objective: To provide you with an opportunity to show you have the required skills for this unit.
This activity will enable you to demonstrate the following skills:
 Reading:
o identifies, analyses and assesses textual information obtained from a range of sources
and determines how content may be applied to requirements
 Writing:
o develops and documents quality requirements for project plan
o records results of quality audits according to organisational requirements
 Oral communication:
o participates in verbal exchanges using clear language and appropriate non-verbal
features to provide and seek relevant information
o uses active listening and questioning techniques to elicit views and opinions of others
 Numeracy:
o interprets information to determine measurable objectives
o interprets numerical information to measure outcomes against objectives
o uses analytical skills to review and evaluate process and decide on future improvements
 Self-management:
o takes responsibility for identifying and following policies, procedures and standards
 Teamwork:
o selects and uses appropriate communication practices in a range of work contexts
o collaborates with others to foster shared understanding of quality requirements
 Planning and organising:
o sequences and schedules complex activities, monitors actions against goals, adjusting
plans and resources where necessary
 Technology:
o uses digital applications to access, organise, integrate and share relevant information in
effective ways.
Answer the activity in as much detail as possible.
Equipment needed
 Project documentation that includes quality criteria
 Access to a computer and the internet
 Access to peers
 Suitable space for roleplays and workplace activities.
Question 3 will need to be observed. The assessor has a checklist of criteria they will base your
assessment on.
1. Identify and access three different texts on quality management projects in your industry.
Your assessor will provide you with examples where required.
Article 1- Quality Management Systems in Dairy Industry
(https://www.researchgate.net/publication/323424606_Quality_Management_Systems_in_D
airy_Industry)
Article 2- Effect of Frozen Storage Temperature on the Quality of Premium Ice Cream
(https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4726959/)
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Article 3- The Digitization of Ice Cream
(https://digital.hbs.edu/platform-rctom/submission/the-digitization-of-ice-cream/)
2. Summarise two quality objectives and two standards from each text.
Article Quality objectives Quality standards
Article 1- Quality
Management Systems in Dairy
Industry
The objective is of
implementing CCP that is
Critical Control Points for
identifying the problem which
can occur in future.
Along with this another
objective is to implement the
HACCP in order to improve
the quality of the product
relating to ice cream.
The first quality standard
which will be followed is the
compliance with industry
code of practice.
Along with this another
standard will be following the
organizational policy and
system.
Article 2- Effect of Frozen
Storage Temperature on the
Quality of Premium Ice Cream
The main objective identified
in the present article is that
proper test must be
conducted and then change
must be applied.
Another objective for the
quality project management is
that the change being brought
must be fit with respect to the
external environment.
The quality standard which
will be followed is the
industry standard for the ice
cream storage.
Along with this another
standard is the following of
Australian and international
standard relating to the
quality management.
Article 3- The Digitization of
Ice Cream
With respect to this article the
main objective is to ensure
that proper use of latest
technology is being
implemented for monitoring
and preparing the ice cream
Along with this, another
major objective is to ensure
that effective transportation
system is being ensured
within the business so that
there is not any delay within
the delivery.
The quality standard is to
ensure that proper
compliance is being present in
the working of the company
as per the latest regulations
and legislation.
Another quality standard is
that the industry codes of
practices must be followed in
proper and effective manner.
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.
The present role play outlines the discussion relating to the objectives and standard
outlined from the different text being evaluated. It is necessary to discuss these objective
Page 27 of 51

and standard such that some of these can be shortlisted for the company as well.
Person 1- what do you think will be the most important objective to be followed by our
company?
Person 2- the compliance with CCP and HACCP is very necessary for effective working so it
can be included in the business.
Person 3- yes this is a good option but there is also a requirement of using the latest
technology to be used with respect to the preparing and monitoring of the ice cream.
Person 1- yes you both are write but there is also a requirement of testing the product first
and then finalising the change in the business.
Person 2- yes you are also correct so how to finalise the objectives to be implemented?
Person 3- let us rank the objectives and standard in accordance to priority and then select
the first three objectives and first three standards.
Person 1 & 2- yes that’s a great idea we must use that only.
Person 3- hence, in accordance to our priority list the main three objective necessary is to
comply with CCP and HACCP combined together. Then second objective is to use the latest
technology for preparing the company products with better quality. Along with this third
objective is to analyse the fact that change is fit in accordance to external environment and
then the change must be implemented.
Person 2- thus, in accordance to the priority list the standard to be complied involves
following industry standards, another one is to comply with regulation and legislation and
last is to follow Australian and international standard with respect to quality.
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.
As per the role play above the different objective and standard relating to the project from
the original text involves the following-
Objectives
To comply with the framework of CCP and HACCP for improving the management of project
and the quality performance.
Another objective is to implement latest technology in order to improve the performance of
the company.
Further another objective is to analyse the change and test it and then implement the
change in proper manner.
Standards
The first standard to be followed will be compliance with industry standards for better
performance.
Another standard being followed includes adherence to the regulation and legislation.
In addition to this, another standard to be followed is the implementation of Australian and
international standard of quality performance.
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.
Objectives and standard Standard Policy and procedure
CCP and HACCP The standard followed will be
to comply with industry
Implement it in proper
manner by making a
Page 28 of 51

standard flowchart on ow these
element will be followed
Latest technology Compliance with regulation
and legislation
For this proper policy will be
made for research and
development department
along with IT department
Change must be fit Industry practices For this proper policy will be
made for research and
development department
Compliance with industry
standard
Regulation and legislation Proper research and
development policy will be
prepared in order to ensure
that there is compliance with
industry standard
Regulation and legislation Industry guidelines In this case the proper policy
will be prepared including the
regulation and the legislation
which the company had to
follow in any case.
Australian and international
standard
Following all regulation and
legislation
Proper policies and
procedures will be created by
the company in order to
ensure that all the Australian
and international standards
are being followed in proper
manner.
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.
To:
Subject: Communicating the new objectives and standards
Dear sir
This mail is to acknowledge you with the fact that there have been new objectives and
standards being made for the development of the company. different types of text relating to
the quality management project were analysed and from that some of the objectives and
standard were shortlisted to be followed. A copy of these objectives and standards have been
attached within the mail for your review. So please go through these new updated objectives
and standard and please confirm that whether we must continue with these new objectives and
standard or not.
Waiting for your prompt approval and suggestion.
Thank you
7. Refer to Case Study C – Project outcomes
Using the data from the year’s sales, create an appropriate chart to represent the information.
From this, identify:
Page 29 of 51

 Two relevant measurable objectives for future projects
 The outcome against the sales objective
 Two possible future improvements to the overall process.
The measurable objective is to have at least the volume of 465 ml
Another objective is to increase sales in colder months.
The outcome of the sales objective has been attained as on an average the volume of sales.
The sales objective has not been attained as the annual goal of 300000 has not been attained
The possible future improvement includes the following-
Ensure proper targets so that the performance is attained in better and effective manner.
Along with this another recommendation is to install a good communication system so that work
can be effectively done.
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- the whole working of the company
 Audit date-
 Process owners- Bob and Jenny
 Audit criteria- the audit criteria is to ensure that the project is being completed in proper
and effective manner by following all the standards ethics. This is necessary in order to
ensure that the working of the business is good and up to mark.
 Auditor(s)
 Observations- the observation is that the annual sales goal has not been attained and the
number of employees have increase by 12% and they are fully trained relating to quality
management project. Along with this, the audit has observed that 94% of workers have
implemented the changes in their everyday activities. another observation was that the
design team have miscommunicated and because of this, cost of company was missing
 Findings and corrective action requests.
For the corrective action there is need of some correction action and for this there is need to
setting up proper communication channel so that any point is not missed and the objectives of
business are being attained. So when the communication will be good then this will result in
effective attainment of the business objectives and it will grow to a great extent.
9. Refer to Case Study D – Design team issues
Read the problems that have arisen from the third-party design team and complete the
following:
 A sequenced schedule of activities to be completed with their timeframes
Activities Time frame
Meeting with head of the marketing
department to finalise quality objectives
1 month
Contact current design team and get an
update on progress
1 month
Find a back-up design company 3 month
Look at target audience and competitor 2 month
Page 30 of 51

designs
Meet to discuss sample finalised product 1 month
 A list of methods to monitor actions against goals
For the effective monitoring of the action the use of KPI that is Key Performance Indicator will
be used. This technique will assist the company in setting up the indicator and then monitor
the performance against that indicator.
In addition to this, the variance analysis can also be used in order to ensure that action is
properly implemented or not. Under this technique the deviation is being calculated within
the actual and the planned performance.
 Contingency plans and further resources (where possible).
the contingency plan assists the company in making projection for the future changes which
might take place any time. Hence for this the contingency plan
Section A: Skills Activity Checklist
This should be used by the trainer/assessor to document the learner’s knowledge as relevant to the
unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory
(NS) for the activity or if reassessment is required.
Section A: Skills Activity Checklist
Date(s) of assessment
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 learner’s
performance was: Not yet satisfactory Satisfactory
Page 31 of 51

Checklist to be used for the observable part of this activity
This should be used by the trainer/assessor to document the learner’s performance as relevant to
the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not
satisfactory (NS) for the activity or if reassessment is required.
Observation – Section A: Skills Activity Checklist
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 student’s
performance
against the criteria
1 Collaborate and communicate with team to identify
and develop quality requirements:
 Participate in a discussion with team members
to gather input on quality requirements
appropriate to objectives and standards
identified in previous activity
 Fully participate in the interaction
 Encourage others to provide their opinions and
input
 Use clear language
 Demonstrate appropriate positive body
language
 Provide and seek relevant information to the
quality objectives and standards identified
 Actively listen to all participants and allow fair,
equal contributions throughout
 Use a range of questioning techniques to elicit
views and opinions
 Effectively collaborate with the group to identify
relevant and professional quality requirements.
All task criteria must be satisfactorily demonstrated by the student. The task has been confirmed:
Satisfactory Not Satisfactory
Page 32 of 51

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:
Page 33 of 51

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’.
The lean management is being defined as the approach of management which support the
company for the continuous improvement and this involves producing with reduction in time. The
characteristics of lean leader is as follows
1. Communicating the vision
2. Consistently updating standard work
3. Going on gemba walks
4. Developing a culture of continuous improvement
5. Building respectful and team driven organization
6. Keeping employees motivated
7. Maintaining regular training
8. Reinforcing progress and performance with visual management tool and metrics
9. Post continuous improvement
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.
The ISO 9001 deals with the quality management which is an international standard and need to
be followed for good quality standard and accomplish the project in successful manner. The seven
quality principle included within ISO 9001: 2015 are as follows-
1. Customer focus.
2. Leadership.
3. Engagement of people.
4. Process approach.
5. Continuous improvement
6. Evidence-based decision making.
7. Relationship management.
3. What is ‘quality assurance’? (Maximum 100 words)
The quality assurance is being defined as the process through which monitoring takes place
relating to project and its completion and any error within the project are being outlined and
rectified. For the success of the company or the project it is necessary that the quality assurance is
ensured so that proper work is being done and any discrepancy can be solved.
4. List five aspects of a quality assurance audit.
The five different aspect of quality assurance audit are as follows-
 Conformance to plan
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 Governance and decision making.
 Conformance to standards
 Independence and valid processes
 Maintenance of project records.
5. Describe the three steps of implementing quality assurance.
The three steps of implementing the quality assurance involves the following-
 Reviewing the project's current progress and methodology
 Implementing continuous improvement systems
 Applying lessons learned
6. Summarise the main differences between the roles and responsibilities of project managers
and quality managers.
The major difference between the role and responsibility of project manager and quality manager
is that project manager is accountable for focusing on coordination and communication and
having problem solving skills. On the other hand, the role and responsibility of quality manager is
to focus on three components effectively that is time, cost and quality.
7. Fill in the missing information of the PDCA model in quality management:
1. Plan 2. Do
 Planning ahead (analysing and predicting
results)
 Identifying expectation and opportunity
 Developing potential solutions
 Developing action plans
 Executing the plan
 Taking steps to control the plan
 Trialling the changes
 Monitoring and evaluating the plan
3. Check 4. Act
 Checking the actual outcomes
 Comparing results with intended outcomes
 Identifying quality improvements
 Taking action to enhance the process
 Developing strategy for attaining desired
profit
 Identifying further opportunities for
improvement
Section B: Knowledge Activity (Q&A) Checklist
This should be used by the trainer/assessor to document the learner’s knowledge as relevant to the
unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not satisfactory
(NS) for the activity or if reassessment is required.
Checklist
Has the activity been answered and performed fully, as required to 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)
Page 35 of 51

Comments
Provide your comments here:
The learner’s performance was: Not yet satisfactory Satisfactory
Page 36 of 51

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.
Project 1
In the first project the company need to improve the market position of the ice cream which they
are selling.
The short term goal is to analyse the current market need and long term goal is to implement
good marketing strategy.
The stakeholder to be consulted for the setting up of objectives is the owner and top management
The quality metrics will involve the use of KPI wherein the target of increasing 10 % consumer is
being set by the use of various marketing strategies.
Along with this, the quality management tool used for resolving the quality issue was to comply
with all the standard. This is because in case the standards will be followed then there will not be
any of the quality issue being faced.
Project 2
Within the second project, the implementation of new flavour in ice cream is initiated for
improving the quality of business.
Page 37 of 51

The short term goal is to test the different flavours of ice cream with the intended audience.
Further the long term goal involved the implementation of these flavours in practice
The stakeholder consulted before finalising these objective was the owner and market team
because marketing team researched for the latest trend among the consumers.
Further the quality metric used is the calculation of planned value that is the hours scheduled for
the project is multiplied with the hourly rate of project worker to ensure the success of the
project.
Along with the quality management method used was the following of industry and organizational
policies.
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.
Project 1
The project is about improving the marketing strategy for increasing number of consumer
The aim for the project is “To increase the number of consumer by 20 % by investing more in
marketing strategies.”
The project will work by researching the different marketing strategies present and analysing the
most suitable strategy.
The deliverable of the project is to increase the number of consumer
Other value being attached with this project is to retain the existing consumer as well for
improving consumer retention.
Project 2
This project aims at implementing new flavour in ice crease to attract more consumer.
The aim of project is to add more flavours to the product so that new variety is provided to the
consumer.
The project will start by testing different flavours on different types of audience to finalise which
flavour is better.
The deliverable is to finalise single or more flavours which are currently trending among the
consumers.
The other value attached with the project is to attract new target consumer and increase the sales
of the product.
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
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 Undertake remedial action (where required)
 Maintain a quality management system for the timely recording of quality audit data.
Project
deliverable
Deliverable
quality
standard
Quality control
activity
Frequency Who is
responsible
To invest in
marketing
strategy
The marketing
strategy must
be attracting
the consumer
and they
potential
consumer
must be
converted into
the actual
consumer
For this
independent
marketing will
be
undertaken.
This will be
done on
monthly basis
The marketing
team is
responsible for
this
To add new
flavour in the
project range
The quality
standard is to
increase the
consumer by
20 % with help
of new favour
being added.
Testing of new
sample on
some of the
sample will be
undertaken.
This will be
done at time
when different
flavours are
short listed
and need to
be finalised.
For this
operation and
marketing
team is
responsible.
Page 39 of 51

Section C: Performance Activity Checklist
This should be used by the trainer/assessor to document the learner’s performance as relevant to
the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not
satisfactory (NS) for the activity or if reassessment is required.
Section C: Performance Activity Checklist
The student is required to demonstrate ALL
components from the list below
Occasion
1
Occasion
2 Comments
Date: Date:
Did the student: S NS S NS Assessor must record observations
in sufficient detail to demonstrate
their judgement of the student’s
performance against the criteria
1 Manage project quality on at least two
occasions:
 Work with two colleagues on two
separate quality management
projects
 Correctly establish the quality
objectives and standards in
collaboration with stakeholders
 Identify project stakeholders and
their communication needs
 Communicate clearly, effectively
and professionally with
stakeholders and all other
personnel
 Develop quality metrics for the
project working alongside the
relevant personnel
 Identify and implement the
necessary standards for all quality
metrics and requirements
 Document metrics, standards and
criteria according to
organisational policies and
procedures
 Discuss quality requirements to
identify short-term and long-term
goals which are achievable and
realistic
 Support quality requirements
throughout the project
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 Demonstrate a strong
understanding of the project and
deliverables
 Demonstrate a strong
understanding of how deliverables
are to be achieved and the
timeframe
 Distribute information to the
relevant personnel in an
appropriate manner
 Ensure and maintain compliance
records electronically and on
paper (where required)
 Select appropriate quality
management methods and tools
to resolve quality issues
 Use selected tools and techniques
in line with relevant quality
management methodologies.
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:
Page 41 of 51

Checklist to be used for Question 3
This should be used by the trainer/assessor to document the learner’s performance as relevant to
the unit activity. Indicate in the table below if the learner is deemed satisfactory (S) or not
satisfactory (NS) for the activity or if reassessment is required.
Checklist
The student is required to demonstrate ALL
components from the list below
Occasion
1
Occasion
2 Comments
Date: Date:
Did the student: S NS S NS Assessor must record observations
in sufficient detail to demonstrate
their judgement of the student’s
performance against the criteria
1 Implement quality control and
assurance processes for a defined
project using a range of tools and
methodologies:
 Work according to the relevant
quality management plan
 Utilise a range of appropriate
tools and methods to conduct
audits and make the necessary
assessments
 Perform a quality assurance audit
relevant to the project processes
 Remain neutral towards
colleagues and avoid placing
blame
 Ask open questions and allow all
workers to respond
 Communicate effectively with
management and relay essential
information
 Correctly detect any issues or
problems in a timely manner and
take immediate steps to resolve
them
 Report any safety issues
regardless of audit scope
 Check for compliance with the
agreed plans
 Be fluent in the agreed-upon
language of the audit
 Review the project’s current
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progress and methodology
 Implement continuous
improvement systems
 Assess quality control and product
output according to agreed
quality specifications
 Monitor conformance and
conduct root cause analyses
where necessary
 Identify causes of variance to
quality metrics
 Undertake remedial action (where
required) and plan preventative
measures for the future
 Apply lessons learned and make a
record for future projects
 Maintain a quality management
system (QMS) for the timely
recording of quality audit data
 Ascertain whether electronic or
paper-based documentation is
required for the QMS
 Maintain the QMS by:
o inputting correct data
o amending data as required
o running regular checks
o calibrating the system as
required
o maintaining the software
version
o running back-ups, if
applicable.
All task criteria must be satisfactorily demonstrated by the student. The task has been confirmed:
Satisfactory Not Satisfactory
Assessor comments/recommendations for future training/action in cases where the student has not
satisfactorily achieved all criteria:
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Assessor Declaration: I declare that I have observed the student perform this task. The task
has been conducted as per assessment procedures and the instructions
provided for this assessment task. I have provided appropriate feedback
to the student.
Assessor Name:
Assessor Signature:
Date Marked:
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Competency record to be completed by the assessor
This section should be completed by the trainer/assessor to document the overall outcomes of the
learner’s assessments in Learners Workbook. The table below indicates whether the learner is
deemed competent or not competent
Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date
Has the learner completed all required assessments in this workbook to a
satisfactory standard?
Yes No
(Please circle)
Comments from trainer/assessor:
Learner is deemed Not competent Competent
Assessor’s signature
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Case Studies
Case Study A – Bob and Jenny’s
Background
Bob and Jenny’s is a Richmond, Melbourne-based business. The company produces a wide variety of
luxury ice cream, using high-quality ingredients such as milk and other dairy products from family
farmers who do not treat their cows with the synthetic hormones, and produce eggs from hens on
cage-free farms.
Founded in 1999 by Bob Smith and Jenny Adams, the company now has just over 200 employees
and nearly 70 stockists country-wide, with manufacturing and production operations at facilities in
Melbourne and Sydney. Offering flavours such as Vanilla Pod, Cherry Cola, Banana Blitz, and more,
Bob and Jenny’s products are distributed in supermarkets, smaller stores, restaurants, and other
venues.
Company objectives
Bob and Jenny feel that their branding has become boring compared to competitors and are ready
to make some big changes. There has been some negative feedback over the past year, and
stakeholders have been consulted in order to identify quality issues and potential solutions.
INFORMATION FOR STAKEHOLDERS ONLY
Investigations have revealed that portion sizes are not consistent within the tubs, there is a lack of
availability in particular areas of the country, and customers feel the flavours are not very
interesting. There does not seem to be any excitement about the product, and sales show a strong
preference for the main competitors.
INFORMATION FOR PROJECT TEAM ONLY
Quality in ice cream means reliability and that it arrives at its destination in perfect condition.
Reports have shown some journeys have caused the product to melt and had a negative impact on
the packaging, making it difficult to open and reseal. The look of the branding does not appeal to
adults or children, and there have been comments on the lack of organic ingredients.
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Case Study B – Quality assurance
A six-month progress review
Bob and Jenny are happy overall with the changes they have seen so far. There has been a positive
atmosphere in the workplace, and everyone is feeling more optimistic about the future of the
company.
Feedback includes:
 Colleagues are satisfied with your management of the project but comment that progress
could be quicker
 All workers have demonstrated an interest in the project and taken steps to implement the
plan in their everyday activities
 Packaging tests have shown a drastic improvement in being easier to open and reseal –
around 90% of tests have been a success
 Random audits have shown consistency levels to be unsatisfactory, with only 60% of tubs
holding the right amount of ice cream
 Negotiations have started with local farmers to exclusively use organic milk and other dairy
products required
 Flavour tests conducted with random samples and a range of audiences, but results are
inconclusive at this time
 Production managers have stated that a change in flavours would be too costly at this point
 The branding and look of the tubs has not changed, but ideas are being drawn up by a third-
party company
 Colleagues have complained about a lack of communication from management on project
progress and the outcomes of their input
 Availability has increased by 25%, with a concentrated rise in tourist hotspots
 All products transported to these locations have arrived in perfect condition.
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Case Study C – Project outcomes
A 12-month review
The project has reached its completion date, and you now have access to a wealth of information on
how the quality management plan succeeded. Bob and Jenny remain optimistic and have been
pleased with the changes implemented so far, but they feel the next year should build on these
achievements.
The number of employees has increased as profits have risen and this will provide more opportunity
for future improvement plans.
Feedback includes:
 Sales have increased in warmer months as follows: December – 30,111, January – 32,039,
February – 33,019, March – 35,829, and remained steady in the colder months: April –
22,492, May – 20,602, June – 18,902, July – 18,339, August – 17,394, September – 17,021,
October – 16,672, November – 19,302
 Annual sales goal: 300,000 units
 Number of employees increased by 12%, and all have been fully trained in the quality
management project
 Workers have commented that the speed of change has sped up due to the latest intake of
employees
 Audits have revealed 94% of workers implementing changes in their everyday activities
 All packaging tests have been positive, with only negative feedback from damage in transit
(transporter liability)
 Tub volume amounts from random audits (objective 465ml):
Audit number Volume (ml)
1 463ml
2 467ml
3 301ml
4 378ml
5 400ml
6 445ml
7 450ml
8 465ml
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 The switch to local, organic dairy products would use up 85% of the increased profits
 Focus groups conducted across the country which resulted in new flavours being
recommended, and the target audience decided as adults (in line with the luxury branding)
 Third-party company still working on branding design and have overrun on the agreed
timeframe
 Design team have miscommunicated their progress and cost the company $5000 by missing
the deadline (they were recommended from a previous workplace)
 Colleagues have commented on your management style and appreciate your open and
honest approach. However, they would like to receive more personal progress updates
during a project
 Two communication channels now available for the sole purpose of discussing the quality
management plan: email and intranet forum (two employees hired to maintain this
communication)
 Availability has increased by 50% with a concentrated rise in tourist hotspots, especially
Sydney beaches.
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Case Study D – Design team issues
The third-party company working on branding design for Bob and Jenny’s have overrun on the
agreed timeframe. They miscommunicated their progress and cost the company $5000 by missing
the agreed deadline.
Activities to be completed:
 Meeting with head of the marketing department to finalise quality objectives
 Final review and sign-off
 Contact current design team and get an update on progress
 Determine new timeframe and completion dates
 Find a back-up design company
 Look at target audience and competitor designs
 Meet to discuss sample finalised product.
Deadlines:
 Project completion timeframe – 6 months
 First drafts – 1 month
 Review meeting – 1 month
 Alterations to be made – 3 months
 Second review meeting – 4 months
 Final review meeting – 5 months.
Potential problems:
 The design company do not finish the re-branding component of the project
 Further miscommunications on timeframes
 No further funding available from Bob and Jenny for the marketing department.
Page 50 of 51

Competency record to be completed by the assessor
This section should be completed by the trainer/assessor to document the overall outcomes of the
learner’s assessments in Learners Workbook. The table below indicates whether the learner is
deemed competent or not competent
Learner’s name
Assessor’s name
Unit of Competence
(Code and Title)
Date
Has the learner completed all required assessments in this workbook to a
satisfactory standard?
Yes No
(Please circle)
Comments from trainer/assessor:
Learner is deemed Not competent Competent
Assessor’s signature
Page 51 of 51