Your Task: Show that you understand and can correctly utilize the Pareto Chart and Swimlane Diagram quality management tools using the following scenarios: The organization wants to create a project to address some of the business issues. Please create a Pareto Chart for the known My eBook issues and provide a recommendation for the scope of the project based on your analysis. The organization wants to improve the eBook production process based on some initial process review discussions. Create a Swimlane diagram to accurately represent the current eBook production process. Based on your analysis, propose an improvement (only 1) to the eBook production & quality management process. Identify the improvement, describe the process change (using the same Swimlane diagram or a new one) and explain how it will improve this business. The information required for this Assignment is in the scenario on the next page. Quality Management at My eBooks Publishing My eBooks Publishing is growing its business, satisfying demand for customized eBooks for the college market and for a growing number of Commercial Customers. An eBook order is like a book order, except that the content is delivered digitally. Orders are usually for several copies of a custom eBook, destined for End Users such as a classroom of students. These Commercial Customers expect a high-quality product that is formatted for the environments that their End Users use - including various operating systems, eBook readers, and hardware (desktop computers, tablets/phablets, and smartphones). eBook orders My eBooks Commercial Customers (Academic institutions) My eBooks Staff: Customer Service Representatives Senior Customer Service Representatives Quality Assistant Production Teams End Users: Students at Algonquin College Learners/Readers of other institutions As part of the standard development process, each eBook goes through several quality checks. When the order is received, a Customer Service Representative validates they have a complete order from their Commercial Customer and then a Senior Customer Service Representative verifies the order is properly documented on a Job Order form. During the Production Phase, Production Teams assembles one eBook with all required additional learning material (like assignment templates, exercise files etc...) and a Quality Assistant will check the eBook against the Job Order to make sure it is ready for production. Once it is approved by the Quality Assistant, copies of the requested eBook are produced in the desired formats. A second quality check is performed by the Customer Service Representative to make sure that each requested eBook and format is ready to release to the Commercial Customer. Some Commercial Customers (and their End Users) are complaining about quality problems in the eBooks they have received from My eBooks. Sometimes the eBooks do not work correctly in the intended environment. Sometimes, content is not clear or remains fuzzy. Sometimes, a quality check will find that not all parts of the requested order have been included in the produced eBook. Other issues occur as well and can be found in Table 1. Frequency 7 18 34 12 Issue Table 1- Issues with eBooks for 1 Year Do not work properly in environment Content not clear or fuzzy Missing parts of order Incorrect title 5 Incorrect language 5 Cover page and info is from wrong edition All of these issues cause some form of rework for the Production Team. Once the Production Teams perform the rework, then the eBook must receive the approval from the Quality Assistant again before being re-created and released to the Customer Service Representative again for their check. Every time the Production Teams must rework an eBook 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. Quality checks are performed on the whole eBook but not on individual components. Many team members don't see quality as their responsibility, it is something done by others. eBooks are not always tested in the same environment used by the End Users of the eBook because users have different equipment than the Customer Service Representatives. End of Scenario