Case study:Thomas and Brian Brown Pty Ltd

Thomas and Brian Brown Pty Ltd is an organisation that has been in business for 17 years. The owner (Thomas) owns the company jointly with his brother Brian. The company provides warehousing services to a wide range of clients.

The owners decided to take steps to increase the productivity and update the technology used by the business. To start with, the owners would like to update all of the computers used in the offices so that they can implement new software later in the year.

The Project Manager (the learner) contacted the Project Sponsor (Thomas Brown) to discuss the quality requirements of the project and define quality criteria. The Project Manager asked about existing quality policies and procedures.

The Project Sponsor provided the following information:

• The company has a quality manual that provides an overall quality framework for the business. This quality manual is certified under ISO 9001 Quality Management Systems. As such, the company uses the plan, do, check, act cycle. You would like the project to be conducted within this framework.
• Client satisfaction is crucial; therefore, it is important that the employees are satisfied with the new technology.
• You feel it is important that adequate training is provided so that employees do not need to continually seek help to use their new computers.
• You would like to ensure that the equipment is purchased from a reputable supplier and is of a reasonable quality. In particular, you want equipment that does not malfunction or need ongoing or frequent repairs.
• To effectively integrate the new computers and upgrade software next year, the computers must be upgraded.
• Of course, cost efficiency is also important.

The Steering Committee has asked you to initiate a new projectlooking into new technology becoming available that will significantly meet the needs of the customer and will be much better for staff to use than what is currently planned.

Complete Quality Management Plan to implement quality assurance/control in the project according to the agreed quality standards and guidelines. Use the template provided in the Additional Resources. Your plan will need to address:

• the quality management tools and techniques to project processes according to organisational policy
• the quality assurance/control records and audit documentation according to agreed procedures
• the records required or the agreed quality requirements.