PRJM6008 - ERP System Implementation: Project Quality Management

This project quality management plan outlines the strategy for ensuring quality in the development and implementation of an ERP system at ABZ IT Company, a multinational organization facing challenges in centralizing operations across its geographically dispersed branch offices. The plan details the organizational context, project scope, objectives, and critical success factors, emphasizing the importance of completing the project within the scheduled time and budget. It identifies key performance indicators such as connectivity between branch offices and effective communication among internal and external parties. The plan also covers customer and supplier identification, product deliverables, customer requirements, quality planning metrics, cost of quality, quality assurance, and quality control measures. The aim is to develop a digital platform that facilitates centralized control, improves communication, and enhances the overall operational efficiency of the enterprise, with a focus on risk management and stakeholder satisfaction. The plan also focuses on quality standards and policies to ensure that the digital platform meets the specified requirements and contributes to the organization's vision and mission.

Project Quality Management plan

Executive Summary
The ABZ IT Company is going to propose a project for developing digital platform and online
management system by implementing the ERP system in the organization. The aim of this project is
to develop a quality management plan for ensuring the quality of service and facilitation in the
operational working of the enterprise. The scope of the project is to develop a digital platform for
the enterprise so that the integration of the different departments and branch offices can be
managed by having a centralized control on the data entry. The Enterprise resource planning system
is the best solution for managing the connectivity between the internal departments and external
department for the easy retrieval of the status report and other relevant information to keep align
the business process according to the organization mission and vision. The cost of quality is the
methodology which is used to determine the resource utilization by keeping track of quality of
services and facilities to manage the failure of the traditional business processes. The centralization
and controlling of the business processes can be done by implementing the quality control
measures. The critical review of the business process should be done so that gaps can be easily
identified. The verification and validation of the processing tools is required so that risks can be
minimized.
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Contents
1. Step 1: Quality Management: A Organizational perspective.........................................................3
Organization Context.........................................................................................................................3
Organization vision and Mission:.......................................................................................................3
Critical Success Factors......................................................................................................................3
Key Performance indicators...............................................................................................................4
2. Step 2: Project Definition...............................................................................................................4
Project Scope.....................................................................................................................................4
Project Objectives..............................................................................................................................5
3. Step 3: Customer and Supplier Identification................................................................................5
Target Audience................................................................................................................................5
Departments......................................................................................................................................7
Interface with the supplier................................................................................................................8
4. Step 4: Product Definition.............................................................................................................8
Project Deliverables...........................................................................................................................8
5. Step 5: Customer Requirement.....................................................................................................9
6. Step 6: Quality Planning: Define Metrics and Acceptance criteria...............................................11
7. Step 7: Quality planning: Establish the quality efforts and cost of quality...................................11
8. Step 8 Quality Assurance.............................................................................................................14
9. Step 9: Quality Control................................................................................................................15
10. Step 10: Reflection...................................................................................................................16
11. In References:..........................................................................................................................16
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1. Step 1: Quality Management: A Organizational perspective
Organization Context
The ABZ IT Company is a multinational company which is having its head quarter at Sydney and
branch offices in India, Queensland, Brisbane, New South Wales, and California. The organization is
facing problem in managing the operation and functionalities of the branch offices. The
centralization is the major issue in the working culture of the enterprise. The connectivity between
the internal and external staff members is not accurately done due to the deficiency of the network.
The firm is going to propose a project for developing digital platform and online management system
by implementing the ERP system in the organization. It helps in developing communication links
within the branch offices and head quarter. The focus should be given on providing quality of service
and control for fostering the digitization in the company infrastructure.
The aim of this project is to develop a quality management plan for ensuring the quality of service
and facilitation in the operational working of the enterprise.
Organization vision and Mission:
The enterprise wants to increase connectivity between their employees who are geographically
dispersed in the branch offices. The total financial condition of the enterprise can be judged and
calculated by having the centralized control on the branch offices.
Critical Success Factors
Completion of project within the scheduled time: The success of the project depends on the work
breakdown structure created for implementing the digital platform in the working environment of
the business unit. The duration of the project activities should be allocated by analysing the
capability of the employees to complete the given tasks within the estimated time. It helps in
minimizing the risks of project delay occurrence. The accuracy in the allocation of time duration
helps in completing the project successfully within the expected date of delivery1.
Completion of Project within the estimated cost and budget: The success of the project depends on
the development of the cost estimation plan associated with the implementation of the digital
platform in the working environment of the business unit. The cost should be allocated to the
activities by analysing the market rate of the labour class and resources used in synchronizing the
1 Adelakun, O. Quality planning: A conceptual framework for improving information system
success. Ebook. 1st ed. 2015.
3

project development life cycle. The accuracy in the allocation of cost helps in completing the project
successfully within the expected budget of the proposed project.
Key Performance indicators
Connectivity between the branch offices and head quarter: The performance of the developed
project can be judged by analysing the connectivity between the branch offices and the head quarter
so that the balance between the operational procedures can be maintained. The flow of information
and data increases the capability of the team members. The financial stability and profit earned by
the organization can be easily calculated2. It helps in providing the centralization among the business
processes to achieve the common objective of the organization. The centralised control on the
branch offices helps in managing communication which in turn increases the operational efficiency
of the company.
Communication between internal and external parties: The development of the digital platform
helps in managing communication between the employees who are geographically dispersed in the
branch offices of the enterprise. The internal and external staff members can communicate
effectively and handle their grievances. It helps in increasing the bonding and coordination between
the employees.
2. Step 2: Project Definition
Project Scope
The scope of the project is to develop a digital platform for the enterprise so that the integration of
the different departments and branch offices can be managed by having a centralized control on the
data entry. The focus should be given on:
 Digitizing the working platform of the enterprise
 Managing centralized control over the branch offices and head quarters
 Communication links between the internal and external working parties
 Identifying the financial condition of the enterprise
 Easy flow of information and data between various departments
 Synchronizing project activities with the ultimate goal of the project
 Identifying risks and issues which can come in the implementation process of the digital
platform
 Developing quality standard for the digital platform
2 Almgren, K. and Bach, C. ERP system and their impact on organizations: A proposed
scheme for ERP success. Ebook. 1st ed. 2014.
4

 Identifying quality assurance policies
 Developing stakeholder management plan
 Identifying target audience
 Distributing role and responsibilities
 Developing quality control policies
Project Objectives
The objectives of the project are:
 To give new working platform to the employees
 Having centralized control over the flow of information and business processes
 Organizing connectivity between the internal and external staff members
 Developing the interface with the supplier
 Coordination and cooperation among the team members
 Analysing the financial stability of the enterprise
3. Step 3: Customer and Supplier Identification
Target Audience
Customers Department Description
Project Manager Planning department Project manager is responsible for
organizing the flow of activities in
a systematic order by allocating
the duration of time required to
complete the given task
Project Director Top level management The requirement and
identification of the gaps in the
working environment of the
enterprise is predicted by the
director so that accurate plan can
be developed for optimizing the
operational efficiency of the
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enterprise3
Project Owner Top level management The owner gives the approval of
the proposed project according to
the requirement specification
plan. He gives the project budget
for the development of the
undertaken plan
Project Sponsor Top level management The sponsor provides funding to
the undertaken project so that it
can smoothly completed within
the expected date of delivery by
managing the supply of resources
Planning engineer Planning department The project plan is developed by
the planning engineer for
fostering the sequence of
activities
IT engineer IT Department IT engineer is responsible for
developing the list of software,
hardware, and network support
required for es
System analyst IT Department The system analyst analyses and
forecast the quality of output and
working of the proposed project.
It helps in evaluating the risks
associated with the project.
Software Developer IT Department The software developer develops
the software design which is
capable of fulfilling the
requirement paced by the project
owner in their requirement
specification plan
Coder IT Department The coder develops the
programming code to make the
3 Amini, M., and Safavi, N. Critical Success factors for ERP implementation. International
Journal of computer science and information technology, 5(16). 2013.
6

software design functional
Tester IT Department The test plan and procedures are
prepared by the tester for testing
the operational functionality of
the developed project
Consultant Top level management The new marketing trends and
innovative ideas are provided by
the consultant so that updated
version of the software can be
developed
Administrator Admin The monitoring of the project
cycle is done by the administrator
by keeping check of the project
status report
Quality Manager Quality control department The quality manager develops the
quality standard and control
policies for the analysis of the
software program
Financial Manager Accounts The cost estimation and budget
for the undertaken project is
developed by the financial
manager
Risk Manager Planning Department The risks identification and setting
of priority to the risk resolution
program is done by the risk
manager so that risks can be
avoided at top priority
Departments
Planning Department:
The efficiency of the project development life cycle depends on the accuracy of the work breakdown
structure which is developed for scheduling and allocation of resources, cost, and time so that the
undertaken project can be completed on time. The inaccuracy in setting of duration to the project
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activities will result in the project failure due to the delay of the completion process4. The focus
should be given on identification of risks at an starting phase of the project so that risk resolution
program can be developed which helps in avoiding the risks at top priority.
IT department:
The IT department is responsible for developing digital platform and online management system by
implementing the ERP system in the organization. The software design should be according to the
requirement placed by the project owner so that level of satisfaction and quality can be achieved.
Interface with the supplier
There are different communication tools used for managing meetings and verbal interaction with the
IT and planning department. The most commonly used communication tools are audio conferencing,
round table discussion, face to face interview, video calling, emails, circulars, notices, and
newsletter. Weekly meetings are arranged with the departments so that accuracy in the quality of
the project can be achieved. The face to face interaction helps in analysing the status of the project.
4. Step 4: Product Definition
Project Deliverables
The development of the ERP software helps in eliminating the problem of decentralization which
occurs in the working schedule of the project. The digital control on the flow of information and data
helps in increasing the efficiency of the enterprise by predicting the financial stability of the
organization.
Project Deliverables Description
Centralization control over the
branch offices
The proposed project helps in managing the centralized
control over the business branch offices which are located in
different cities and countries. The financial stability and
alignment of the business processes can be done according to
the goal and mission of the organization5. All the branch offices
work in the direction of common objective of the enterprise
Connectivity between the internal
department of the enterprise
The linking and work alignment of the internal staff members
and department can be done so that chaos and conflict can be
4 Bhonde, B., and Shaikh, A. Review of project quality plan. International Journal for
research emerging science and technology, 2(1). 2015.
5 Carroll, N., and Richardson, I. Software quality plan: A review report. Ebook. 1st ed. 2015.
8

avoided by providing relevant and required information at a
time to the working employees as demanded. The working
capability of the employees can be improved by setting and
giving targets of work according to the milestone of the
project6.
Enhancing operational capabilities The on-time delivery of the reports and files to the staff
members helps in increasing coordination among them which
directly result in increasing the operational capabilities of the
enterprise
Control over business processes The business processes of the branch offices are get aligned
with the core process of the head quarter so that common
objectives can be created. The automation in the processes
helps in increasing the working capabilities of the employees.
The critical path of the project can be identified at an early
stage so that required action plan can be developed to
complete it within the estimated time of the project.
5. Step 5: Customer Requirement
The customers associated with the ABZ IT Company is facing problem in carrying out their operation
due to decentralization control in the branch offices and head quarter. The financial status and
operational process of the enterprise are difficult to monitor which results in the difference in the
working procedures of the branch offices and head quarter. The Enterprise resource planning system
is the best solution for managing the connectivity between the internal departments and external
department for the easy retrieval of the status report and other relevant information to keep align
the business process according to the organization mission and vision. The integration of different
departments such as accounting, human resource, IT, and other can be easily done by organizing the
single database for the organization. The inventory can be controlled by fostering the supply chain
management program. The wastage of money can be avoided. The central database helps in
reducing the memory space and increases the flow of information. The productivity of the
organization can be improved by tracking the timeline of the project7. The automation in the tedious
6 Rupcic, N. Implementing Enterprise resource planning in small enterprise: A case study.
International conference on managing change to achieve quality development. 2018.
7 Elragal, A., and Serafi, A. The effect of ERP system implementation on business
performance: An exploratory case study. Ebook. 1st ed. 2011.
9

tasks helps in reducing the overloading of the work from the manpower. The risks associated with
the project can be easily determined. The monitoring of the business processes can be easily
controlled and optimized.
The qualitative research methodology is used for collecting the requirement of the undergoing
project. The interview session is organized with the internal and external staff members so that gaps
in the connectivity can be identified. The questionnaire is prepared for analysing the thoughts and
views of the focused group about the problems and relevant solution provided to resolve the
scenario of the organization and facilitates the operational program of the enterprise. The study of
the literature helps in getting relevant solution to fulfil the requirement of the customers.
The requirements of the customers which are identified are listed below:
Requirement Resolution
Connectivity between internal departments The integration of different departments such as
accounting, human resource, IT, and other can
be easily done by organizing the single database
for the organization8.
Connectivity between head quarter and branch
offices
The centralized control over the branch offices
and headquarter by developing the single
database
Increasing Operational Efficiency The automation in the tedious tasks helps in
reducing the overloading of the work from the
manpower.
Resource management The scheduling of the project activities by
allocating resources, cost, and time helps in
reducing the environment of conflict
Risk identification and management Tracking of the business operation helps in
identified risks at an early stage of the project so
that action plan can be prepared
8 Kharaiweish, M. Project Monitoring and control measures. International Journal of
computer science and information technology, 5(5). 2013.
10

6. Step 6: Quality Planning: Define Metrics and Acceptance criteria
Customer based quality management program is developed so that continuous improvement plan
for the organization can be developed. The focus should be given on the inspection of the business
processes so that quality standard can be effectively developed which helps in meeting the
requirement of the customers. The control points of internal and external departments should be
clearly identified so that tracking of the operation can be easily implemented. The overriding of the
information should be avoided so that memory can be effectively utilized. The central database is
created for keeping track of operational policies of the enterprise. The checklist of quality is
prepared to highlight the gaps and obscure in the working schedule. It helps in managing the
automation in the internal and external department. The linking and work alignment of the internal
staff members and department can be done so that chaos and conflict can be avoided by providing
relevant and required information at a time to the working employees as demanded. The working
capability of the employees can be improved by setting and giving targets of work according to the
milestone of the project. The central database helps in reducing the memory space and increases
the flow of information. The qualityissues which exist with the system working can be identified so
that adequate solution can be provided to keep align the operations of the departments.
Requirement Quality Metrics Acceptance criteria
Connectivity between internal
departments
Traceability and auditing of
data
Low memory utilization by
managing central database
Connectivity between head
quarter and branch offices
Record keeping On-time retrieval of
information as desired
Increasing Operational
Efficiency
Identifying actual work flow
management program
Automation in aligning business
operations
Resource management Tracking of project schedule
and timeline
Setting priority to the critical
path
Risk identification and
management
Auditing of the business
operations
Minimizing risks Impact on the
business processes
7. Step 7: Quality planning: Establish the quality efforts and cost of quality
The cost of quality is the methodology which is used to determine the resource utilization by keeping
track of quality of services and facilities to manage the failure of the traditional business processes.
11

The potential saving of cost can be done by keeping track of inventory control and resource
allocation process so that operational efficiency can be improved9. The quality of the undertaken
project can be preserved by developing the cost of quality.
Process cost Model:
The diagram below shows the process cost model:
Cost Of quality
Cost of Conformance Cost of Non-conformance
Cost incurred on getting quality certification Loss of existing customers
Deploying inspection and testing program Identifying loss of good will and reputation
Developing quality standards Rework required by the staff members
Deployment of consultant Resources are not adequately used
Deployment of training and development
program
Requirement of the owner does not meet
9 Jackson, J., and Ombui, K. 2012. "Effects Of Procurement Planning on service delivery in
state corporation". International Journal Of business and change management 5 (3).
12

Salaries and wages provided to the employees Internal failure of the system
Risks Prevention cost External failure cost
Documentation Providing warranty
Performance appraisal cost
Test plan and procedures
Process Cost Model:
Activities Cost ($)
Cost incurred on getting quality certification 1200
Deploying inspection and testing program 4000
Developing quality standards 500
Deployment of consultant 1300
Deployment of training and development
program
3200
Salaries and wages provided to the employees 2800
Risks Prevention cost 1546
Documentation 6432
Performance appraisal cost 1234
Test plan and procedures 4321
Loss of existing customers 3241
Identifying loss of good will and reputation 1400
Rework required by the staff members 1370
Resources are not adequately used 5430
Requirement of the owner does not meet 1435
Internal failure of the system 4567
External failure cost 4352
Providing warranty 1200
Total Cost 49,528
8. Step 8 Quality Assurance
Requirement Action Plan
Connectivity between internal Linking of the internal department through the implementation
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departments of the ERP system
Connectivity between head
quarter and branch offices
Developing central database for the branch offices and head
quarter10
Increasing Operational
Efficiency
Resource allocation program
One preventive action plan:
The scheduling of project activities should be done by developing the work breakdown structure so
that critical path of the project can be identified at an early stage and risks impact can be minimized.
It helps in the allocation of resources, cost and time required to complete the given activities. The
milestones for the employees are set to avoid chaotic environment.
The relationship between quality management, total quality management, quality assurance, and
their application is described below in the table:
Quality
management
Total quality
management
Quality assurance Application Relationship
Traceability and
auditing of data
Customer
satisfaction
Training program Connectivity
between internal
departments
Direct
Record keeping Process thinking Reviewing
process
Connectivity
between head
quarter and
branch offices
Indirect
Identifying actual
work flow
management
program
Strategic thinking Auditing Increasing
Operational
Efficiency
Direct
Tracking of
project schedule
and timeline
Integration Direct
Auditing of the Communication
10 James, A. 2012. A New Introduction To Supply Chain And Supply Chain Management:
Definition And Theories Perspectives. International Journal Of International Business
Research 5 (1).
14

business
operations
9. Step 9: Quality Control
The centralization and controlling of the business processes can be done by implementing the
quality control measures. The critical review of the business process should be done so that gaps can
be easily identified. The verification and validation of the processing tools is required so that risks
can be minimized11. The agenda of the quality control is set by reviewing the customer requirement
plan.
The corrective action plan is that the allocation of responsibilities and authorities to the staff
members should be done during the project start-up phase so that projected tasks can be done
within the given milestone with accuracy.
The cause and effect diagram, checklist, and flowcharts are prepared for managing the quality of the
undertaken project. The diagram below shows the cause and effect diagram for the ERP
implementation:
10. Step 10: Reflection
The research program helps me in improving my skills to enhance the quality of the undertaken
project. From the study of the project, I understand that the efficiency of the project can be
improved by developing the effective quality standards and control. The interview session is
11 Kang, B. Research support building and infrastructure modernization. Ebook. 1st ed. 2010.
15

organized with the internal and external staff members so that gaps in the connectivity can be
identified. I realise that the milestone of the project can be achieved if risks associated with the
activities can be predicted during the project start-up phase. The critical review of the business
process should be done so that gaps can be easily identified.
11. In References:
Adelakun, O. Quality planning: A conceptual framework for improving information system success.
Ebook. 1st ed. 2015.
https://pdfs.semanticscholar.org/7be2/98196219a7d805f605ef3466186725e1a9e2.pdf
Almgren, K. and Bach, C. ERP system and their impact on organizations: A proposed scheme for ERP
success. Ebook. 1st ed. 2014.
https://www.asee.org/documents/zones/zone1/2014/Student/PDFs/6.pdf
Amini, M., and Safavi, N. Critical Success factors for ERP implementation. International Journal of
computer science and information technology, 5(16). 2013.
https://www.researchgate.net/publication/244484470_Review_Paper_Critical_Success_Factors_for
_ERP_Implementation
Bhonde, B., and Shaikh, A. Review of project quality plan. International Journal for research
emerging science and technology, 2(1). 2015. https://ijrest.net/downloads/volume-2/issue-1/pid-
212015-06.pdf
Carroll, N., and Richardson, I. Software quality plan: A review report. Ebook. 1st ed. 2015.
https://www.researchgate.net/publication/291325792_Software_Quality_Plan_A_Review_Report
Elragal, A., and Serafi, A. The effect of ERP system implementation on business performance: An
exploratory case study. Ebook. 1st ed. 2011.
https://ibimapublishing.com/articles/CIBIMA/2011/670212/670212.pdf
Jackson, J., and Ombui, K. 2012. "Effects Of Procurement Planning on service delivery in state
corporation". International Journal Of business and change management 5 (3).
https://pdfs.semanticscholar.org/8be4/9d38c0e4576571c75aa6a26726237275119a.pdf.
James, A. 2012. A New Introduction To Supply Chain And Supply Chain Management: Definition And
Theories Perspectives. International Journal Of International Business Research 5 (1).
https://www.worldcat.org/title/purchasing-and-supply-chain-management/oclc/967523255.
16

Kang, B. Research support building and infrastructure modernization. Ebook. 1st ed. 2010.
https://www-ssrl.slac.stanford.edu/lcls/reviews/rsb_project/2009_rsb_may18-19/
supporting_docs/rsb_risk_management_plan.pdf.
Kharaiweish, M. Project Monitoring and control measures. International Journal of computer science
and information technology, 5(5). 2013. http://airccse.org/journal/jcsit/5513ijcsit03.pdf
Rupcic, N. Implementing Enterprise resource planning in small enterprise: A case study. International
conference on managing change to achieve quality development. 2018.
https://www.researchgate.net/publication/325367355_IMPLEMENTING_ENTERPRISE_RESOURCE_P
LANNING_IN_SMALL_ENTERPRISES_A_CASE_STUDY
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