Quality Management at eBook Publishing

eBook Publishing is growing its business, satisfying demand for customized e$-$books for the

college market and for a growing number of Commercial Customers. An e$-$book order is like a

book order, except that the content is delivered digitally. Orders are usually for several copies

of a custom e$-$book, destined for End Users such as a classroom of students. These Commercial

Customers expect a high$-$quality product that is formatted for the digital environments of their

End Users $-$ including various operating systems, e$-$book readers, and hardware $($desktop

computers, tablets$/$phablets$,$ and smartphones$).$

eBook Publishing Staff:

Customer Service Representatives

Senior Customer Service Representatives

Quality Assistant

Production Teams

As part of the standard development process, each e$-$book order goes through several steps.

The process begins when a Customer Service Representative receives an order from their

Commercial Customer. The CSR validates that the information in the order is complete and

then a Senior Customer Service Representative verifies the order is properly documented on a

Job Order form. During the production phase, Production Teams assemble one single e$-$book

with all required additional learning material $($like assignment templates, exercise files to be

included with the e$-$book$)$ and a Quality Assistant will check the single e$-$book against the Job

Order to make sure it is correct and ready for production of the complete order. Once it is

approved by the Quality Assistant, all copies of the requested e$-$books in the order are

produced in the desired formats. A second quality check is performed by the Customer Service

Representative to make sure that the order is complete and is ready to release to the

Commercial Customer.

Some Commercial Customers $($and their End Users$)$ are complaining about quality problems

with e$-$books they have received from eBook Publishing. Sometimes the e$-$books do not workcorrectly in the intended digital environment. Sometimes the content is

blurry. Sometimes, a quality check will find that the e$-$book order is missing parts. These and

other issues summarized in Table $1$ are causing headaches.

Table $1-$ Issues with eBooks for $1$ Year

All of these issues cause some form of rework for the Production Team. Once the Production

Teams perform the rework, then the e$-$book must receive the approval from the Quality

Assistant again before being re$-$created and released to the Customer Service Representative.

Every time the Production Teams must rework an e$-$book order to correct a quality defect, the

cost of quality increases.

Some initial process review discussions have identified that:

The customer's requirements are never discussed with the Production Teams.

Many team members don't see quality as their responsibility, they think it should be the

responsibility of the Quality Assistants.

Due to resource constraints, the e$-$books are not always tested in the same digital

environment as the End Users prefer.

End of Case StudyYour Task:

Demonstrate your understanding of the V$-$Model by applying it to the Case Study below. You

can present your work in a graphical form or in text format.

Please be sure to:

Describe your scenario and the need for a testing strategy

Describe the "left" and "right" sides of your V$-$Model in a concise manner

Explain why:

$1$ of your tests is a Verify step

$1$ of your tests is a Validate step

Prepare a clear, concise, and professional submission. Spelling and grammar count.

The Case Study from which you wil create a scenrio is provided below. You may expand the

case study or adjust it to fit your needs. The scenario in which you apply V$-$Model is up to you.