Quality Planning and Analysis: Supermarket Construction Project Report

This project focuses on quality planning and analysis for the design and construction of a supermarket in New South Wales, Australia. The project, undertaken by VU Project Services and PWC Constructions, addresses key functions such as design management, scheduling, materials management, crew tracking, quality control, contract management, and document management. The analysis includes stakeholder analysis, capturing customer needs using various methods like customer satisfaction studies, consumer call method analysis, concept testing, brand testing, and price testing, culminating in a Kano analysis to categorize customer requirements. Design requirements are translated from customer needs using Quality Function Deployment (QFD), and a Design Risk Analysis (FMEA) is performed. The project further covers supplier selection and evaluation, including identifying components and developing selection criteria. Statistical Process Control (SPC) is implemented, involving process identification, SPC chart construction, and analysis using appropriate tools and techniques. Finally, the project addresses problem-solving, identifying issues and utilizing relevant tools to resolve them, providing a comprehensive approach to quality management in construction projects.

Running head: QUALITY PLANNING AND ANALYSIS
Design and completion of a Work: Construction of a Supermarket
Student Name:
University Name:

1QUALITY PLANNING AND ANALYSIS
Table of Contents
Part 1: Introduction..........................................................................................................................2
Part 2: Customer Satisfaction..........................................................................................................3
2.1. Stakeholder Analysis............................................................................................................3
2.2. Capturing the Customer Needs.............................................................................................4
2.3. Customer Needs Analysis (Kano Analysis).........................................................................7
Part 3: Design Requirements.........................................................................................................12
3.1. Translating Customer Needs into Design Requirements (QFD)........................................12
3.2. Design Risk Analysis (FMEA)...........................................................................................15
Part 4: Supplier Selection and Evaluation.....................................................................................16
4.1. Identifying the Components, Elements, Parts, etc..............................................................16
4.2. Developing the Supplier Selection Criteria........................................................................18
4.3. Constructing and Using a Supplier Selection System........................................................19
4.4. Conclusion..........................................................................................................................21
Part 5: Statistical Process Control..................................................................................................21
5.1. Identifying the Processes....................................................................................................21
5.2. Constructing and Using a SPC Chart..................................................................................22
5.2.1 Tools as well as techniques used to analyse the quality of the selected process..........22
5.2.2 Steps followed into SPC analysis and justifications into decisions..............................23
5.2.3 Results of the SPC analysis with use of proper tools and techniques..........................24
Part 6: Problem-Solving................................................................................................................28
6.1. Identifying Problems and Using Problem-Solving Tools...................................................28
6.2. Constructing and Using Problem-Solving Tools................................................................29
References......................................................................................................................................31

2QUALITY PLANNING AND ANALYSIS
Part 1: Introduction
This paper is concentrated on quality coming up with and analysis for the look and
completion of a piece that's construction of a market in New South Wales of Australia. The
project is being undertaken by a project management organization named VU Project services
with PWC Constructions. VU Project comes may be a national management practice that
provides services and delivers little to large-scale comes to scope, on time and inside budget
whereas delivering outstanding business results (Mitchell and Zmud 2015). The standard coming
up with and analysis activities in context to the work of constructing a market has some
necessary key functions and characteristics that area unit illustrated as below:
Design Management: the look of the market shall be drained knowledgeable manner in
order that client finds it to be enticing and spacious.
Scheduling: the correct time management of the activities needed to complete
construction of the market is an important side therefore it's to be drained coming up with part.
Materials Management: The materials being procured for construction of the market need
to be managed properly throughout acquisition similarly as progress of the work.
Crew tracking: The members or staff accessible for the development activities need to be
managed properly by deploying them to figure front and managing their active operating hours
(Krajewski, Ritzman and Malhotra 2013).
Quality control: There ought to be a provision to examine the development website
remotely.

3QUALITY PLANNING AND ANALYSIS
Contract management: Standardized communications need to be maintained and there
ought to be updated record of all communications between consumer and contractor.
Document management: The documentation of each activity is important for the success
of any project. Hence, each document being ready need to be distributed among the contractor,
consumer and alternative stakeholders for reviewing, redaction and recording their choices.
Part 2: Customer Satisfaction
2.1. Stakeholder Analysis
Stakeholder Needs
Project Manager  Pay, operating conditions and Job Security.
 Recognition for in completion of project.
Civil Engineer  Skilled expertise within the construction activities.
 Ability to handle engineering connected activities.
Site Supervisor  Ability to manage staff and alternative crew for construction.
 Credibility for completion of the development activities.
Contractor  Name and whole image for construction comes.
 Profitability and growth of business.
Supplier  Increase in client base and profit.
 Comply with consumer needs.
Architect  Skilled expertise within the style and building activities.
 Excellence reward and recognition for enticing style.
Procurement Manager  Maintenance of high standards material for construction.
 Management of materials from acquisition to equipped in

4QUALITY PLANNING AND ANALYSIS
work front.
Electrician  Maintaining such electrical standards.
 Professional expertise in electrical installations and fittings.
Plumber  Guaranteeing high standards for piping materials.
 Developing a name in plumbing and healthful works.
Buyer (Customer)  Luxury, spacious and comfy place to remain.
 Affordable value with basic amenities.
2.2. Capturing the Customer Needs
In this section, the assorted strategies for capturing the wants of consumer’s area unit
illustrated as below:
Studies on the satisfaction of consumers - client satisfaction will be determined with the
assistance of mensuration customers in context to the standard of product and repair provided to
customers using:
Methods that area unit informal, for instance conducting conferences with staffs and
evaluating of product or service scorecards.
The questionnaires targeted on past similarly as gift customers (Zwikael et al. 2014).
Consumer call method analysis - The motivation that drives the purchasers for purchasing
a selected product or service and also the method of their higher cognitive process will be
evaluated using:
Surveys and questionnaires being ready by own.

5QUALITY PLANNING AND ANALYSIS
Results that are gathered from survey through analysis on the market that has relevancy
to the business.
Concept testing - The testing on acceptance and potency of promoting concepts will be
done through:
The surveys to see if the purchasers or potential customers realize the merchandise to be
helpful and rational to use.
Conducting individual conferences or targeted gatherings with the purchasers to visualize
however they react to the concepts associated with promoting (Zeng et al. 2015).
Brand testing - the purchasers feeling concerning the brand similarly as product names
will be determined by:
Using focus gatherings and studies supposed to judge evangelical reactions to the item
and whole names.
Engaging marking specialists to review the whole's execution in showcase utilizing
existing accessible brand analysis.
Price testing - It will be found out on however purchasers live} sensitive to price changes
by utilizing equations that measure financial gain duplicating the number of things being sold-
out by the price of everything (Kerzner 2013). These tests allow problem solving whether or not
the mixture financial gain expanded or diminished within the wake of rolling out price
enhancements by:
Calculating changes within the amounts of things requested by the purchasers obtainable
changes in item valuing.

6QUALITY PLANNING AND ANALYSIS
Measuring the result of item evaluating on item request.
The summarization of 2 strategies that may be used for capturing the wants of client
during this explicit context of constructing a market exploitation SWOT analysis is provided as
below:
Customer Satisfaction studies
Strengths
 Data will are available the shape of a narrative, observations and descriptions.
 Data that emerges area unit descriptive and probably wealthy in details.
 Focuses on each in progress method similarly because the outcome of a product.
Weaknesses
 Fundamentally interpretative and is basically subject to private interpretation.
 Requires a scientific approach.
Opportunities
 Theory or hypothesis do not seem to be established.
 Findings area unit emerging and unendingly development.
 It is alpha in nature.
Threats
 Surveys area unit the first instrument of knowledge assortment.
 Measures of verification do not seem to be done by measures of validity or
dependableness.

7QUALITY PLANNING AND ANALYSIS
Price testing
Strengths
 Broad market coverage.
 Strong relationship with suppliers.
 Wide potentialities of usage.
 Easy to use.
Weaknesses
 Lack of data.
 Slow ongoing.
 Improper calculation of revenue.
Opportunities
 Governments support in growing native market.
 Chances to enhance performance and revenue.
Threats
 Other indirect competitors coming into the sector to vie directly.
 Changing costs of things with relation to demand.
2.3. Customer Needs Analysis (Kano Analysis)
The method “Studies on client satisfaction” is that the most fitted approach for capturing
the wants of consumers during this context of constructing a market.

8QUALITY PLANNING AND ANALYSIS
The Kano model is useful in reading a careful comprehension on the wants of customer's.
The Kano model addresses 3 types of consumer wants, for instance,
Fulfilling basic needs: permits a company to induce into the market.
Fulfilling execution needs: permits a company to support and keep targeted.
Fulfilling excitement needs: permits a company to exceed expectations and build up a
whole image.
Figure 1: Illustration of Kano Model
(Source: Todorovic et al. 2015, pp. 120)
The Kano analysis has been accustomed capture the client desires in context to the
development of a market and people area unit incontestable as below:
:

9QUALITY PLANNING AND ANALYSIS
Customer Needs Process of identifying
the needs
Actual information or data
Wants
Affordable price Price testing The price of items in the supermarket must be
affordable.
Healthy shopping Customer satisfaction
studies and Consumer
decision process
The neighborhood or environment must be
friendly to live in.
Basic amenities Concept testing There must be all basic amenities available in
the locality.
Proper transportation Positioning research Transport facilities should be good and
adequate.
Attractive design Customer satisfaction
studies
Design of the supermarket should be attractive.
Luxury and spacious Customer satisfaction
studies
The space in the supermarket should be
adequate.
Proper accommodation Brand testing There should be separate places designated for
different purposes.
Parking facility Consumer decision
process research
Parking garage should be available for private
transportation.
Healthy relationship
with customers
Customer service audit The employees should be friendly in nature
and must respond to the queries.
Safety and security Positioning research The supermarket should be in a safe place and
built with proper safety measures.
Musts
Previous experience of
employees
Advertising and
promotion research
The employees must have at least 5 years of
experience in this particular field of work.
Building approval from
regulatory authorities
Concept testing The builder must show the approval of
building being received from regulatory
authorities.
Evidence of the land
approval by the
statutory bodies
Brand testing The builder must show the evidence of the land
approval by the statutory bodies.
Intimate any delays on
the project
Concept testing The builder must intimate about any delays in
the project.
Conduct periodical Brand testing The builder must conduct periodical meetings

10QUALITY PLANNING AND ANALYSIS
meetings to illustrate the issues.
Understand desires and
expectations about the
project
Advertising and
promotion research and
Customer satisfaction
studies
The builder must be aware of the needs, desires
and expectations from the supermarket.
Complete the project
within the estimated
price
Price testing The builder must complete the project within
the estimated price and there should not be any
hidden costs.
Complete the project
within a stipulated time
Brand testing The builder must complete the project within
the determined time.
Take safety measures to
avoid accidents at site
Brand testing The builder must be aware of the safety
measures that ought to be taken at construction
site.
Maintain consistency in
providing service
throughout the project
Consumer decision
process research
There must be provision to provide support and
proper response to inquiries during the entire
project.
Desirables
Should be designed by
reputed architect, civil/
structural engineer
Brand testing The designing of the supermarket should be
done by reputed architect, civil/ structural
engineer so that it looks beautiful and
attractive.
Completion of the
project as per the
drawings and finalized
specifications
Customer service audit The construction must be completed according
to the agreed drawings and specifications.
Use of good quality
materials in
construction
Concept testing Good quality materials should be used in
construction.
Design of supermarket
to be maintenance-free
Consumer decision
process research
The supermarket should be designed in such a
manner so that it remains free of maintenance
costs.

11QUALITY PLANNING AND ANALYSIS
Informed periodically
on the actual progress
at construction site
Customer satisfaction
studies
The progress of the project should be informed
on a periodic basis.