BSBPMG532 Manage Project Quality: Stakeholder Input and Objectives

This document provides solutions to activities from the BSBPMG532 Manage Project Quality Learner Workbook. It includes a role-play activity (Activity 1A) focused on identifying quality objectives and standards with input from various stakeholders (customer, manager, and sponsor). The solution presents a sample dialogue where a project manager facilitates a meeting to gather quality objectives related to product recalls, customer satisfaction, operational efficiency, defect reduction, product performance, and on-time deliveries. Checklists are provided for assessing performance in each activity. The document also includes summative assessments covering skills, knowledge, and performance, along with case studies to apply project quality management principles. Desklib provides similar solved assignments.

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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