REEKITA IMPLEMENTATION PLAN

NORTHEASTERN UNIVERSITY, CPS (EDUCATIONAL PROJECT)

NORTHEASTERN UNIVERSITY, CPS (EDUCATIONAL PROJECT)

REJUVENATE SALON

NORTHEASTERN UNIVERSITY,

CPS (EDUCATIONAL PROJECT)

Quality Management Plan

Implementing and Executing Quality

Management Plan Reekita Shah Alias Gala

B O S T O N , M A

2 | P a g e O P E N A R E J U V E N A T E S A L O N

Document Author Reekita Gala Dated: March 19, 2016

Quality Management Implementation Plan Revision History

REVISION HISTORY

REVISION # DATE OF RELEASE OWNER SUMMARY OF CHANGES

1.0 5/2009 PMO Management Plan template

.

Quality Management Implementation Plan Revision Approvals

NAME ROLE DATE

Insert Project Approvals here

.



TABLE OF CONTENTS

2.0 Management Overview for managing PROJECT quality ................................................... 9

INTRODUCTION

1.1 PURPOSE:

The purpose of this document is to guide the team how to integrate and implement the quality plan with

the overall project plan. This document ensures that the customer receives acceptable quality

deliverables or products complying with the quality standards of regulatory, customer, client,

organization and services at the completion of the project. The following diagram illustrates the

procedure for integrating quality management throughout the project management plan.

The project management plan must involve these three quality processes activities through project

lifecycle to manage quality and deliver quality product or services.



1.2 PROJECT OVERVIEW:

Overview: This Rejuvenate project is to open a Salon that is committed to provide high quality

services to all its customers. This project strives to accomplish complete customer satisfaction by

providing numerous services at a very affordable and reasonable price, using quality products and

machineries for all its services, providing comfortable, safe, secured and enjoyable ambience that is

conveniently located with diverse, hardworking, friendly, professional and qualified staff members.

Project Sponsor: Establish XYZ cooperate company-manufacturing cosmetics past 10 years.

Budget and Schedule: The overall budget of this project is $200,000*/- and it is scheduled to open

by 21st, December 2016.

Objective: The main objective of initiating this project is to generate net profit of approximately

$200,000-$250,000 per year by opening one center and expanding this business by selling chains

and franchisee to qualifying buyers in the coming 5-7 years.

•Define product and project quality standards and procedures

Plan and Define Quality

•Acts as a communication tool for and during project execution

•Focus on Process improvements during executing the project

Undertake Quality Assurance

• Involve key stakeholders for quality testing

•Monitor and control the project quality deliverables

•Check and test to meet quality requirements and acceptance criteria

Control Quality

• Integrated quality plan with project management plan to manage quality throughout project lifecycle for the Project Success

Managing Project Quality



Mission: Enhance customer's personal appearance by providing quality services to build their self-

confidence and make them feel truly beautiful and provide customer satisfactory services.

Purpose: Expand this business in various countries and make it an international brand name. This

purpose will be accomplish by providing customer satisfaction, quality services, branding and

expanding the business through selling franchise and opening multiple chains in different countries

and cities.

Target Market: All age groups and gender

Keys to success: The various keys to success of this project are mention below:

o Services: Rejuvenate will provide full-service related to beauty. Customers will have

multiple options for choosing the services as per their needs whether to relax or enhance

beauty at a very affordable and reasonable price.

o Quality: Rejuvenate will be maintaining quality standards and processes throughout the

operations of the business for maintaining customers satisfaction and to take

precautionary action related to public health, safety and security.

o Location: Rejuvenate will be located in a safe and secured location and will be easy to

commute.

o Reputation: Rejuvenate will provide guarantee for customer satisfaction and promote

itself by word of mouth and marketing strategies.

o Ambience: Rejuvenate will have a theme-based ambience that will be smoothing and

comfortable for the customer.

o Timings: Rejuvenate will be flexible with timings as per the needs of the customer.

o Staff: Rejuvenate will hire only professionals and qualifying staff to perform the

services. This center will have rotational staff members to maintain safety, security and to

provide best quality services.

1.3 Project Scope

The purpose of this project is to open a salon that provides services to all age group and gender. This

project targets to generate revenue and expand the business in the international market over the period

of few years. The project's overall budget is $200,000/* and scheduled to be completed on 21st,

December 2016. The project Quality Management Plan will be applicable to all the deliverables,

project activities, standards and requirements defined and mentioned in this plan.



1.3.1 Project Quality Scope includes these major Deliverables: The major deliverables of this

project are as follows:

Location

Marketing

Catalog

Make up Cosmetics

Products

Staff

Equipments

Interiors

Staff Licenses

Services

Business plan

Financial Loan

Contracts and Agreements

Project Management

Staff Training

Business Insurance

1.3.2 Project Exclusion:

We do not perform any ill legal services in our center.

Estheticians and Dermatologist without state licenses will not be part of our staff member.

We do not provide gym, medical services related to serious health and permanent tattoo.

1.3.3 User Acceptance Criteria:

The services provided in the salon and spa should be conduct in a professional and ethical

manner.

The products and machines used for services should be of high quality.

The prices for the services should be reasonable and affordable.

1.3.4 Project Constraints:

Finish the project by 12/21/2016

Project must meet quality requirements of the project



All changes needs to be approved by the sponsor of the project

All legal documentations, licenses and working permit should be complete as per quality

standards.

Project management plan must be approve before project execution.

Project deliverables must comply with quality standards to be accepted.

1.3.5 Project Milestones:

1.3.6 Project Stakeholders:

The following list mentions the key stakeholders of this project.

Sponsor

Esthetic Technician

Staff Members

Accountant

Marketing Team

Customers

Local Business owner

High level Milestone Start Date Closing Date

Starting Project 01/20//2016 12/21/2016

Project Plan Approval 03/01/2016 03/22/2016

Finalize Location 03/10/2016 04/30//2016

Interiors 05/01/2016 12/18/2016

Marketing Plan and Designs 07/01/2016 07/30/2016

Marketing 08/08/2016 04/01/2017

Recruiting Staff 10/10/2016 12/12/2016

Staff Training 12/13/2016 12/20/2016

Finance 04/01/2016 06/12/2017

Licenses and Insurance 04/01/2016 04/30/2016

Opening of the Center n/a 12/21/2016

Finalize Dealers, Products, Cosmetics and

Equipments

06/01/2016 07/30/2016

Final market review 11/15/16 12/15/2016



Interior Designer

Government Regulatory Department

Local Public

Project team

Trainer

QC Manager

Procurement Manager

Project Manager.

NOTE: This plan includes Stakeholder Analysis from quality management perspective. Please

refer to APPENDIX A



2.0 MANAGEMENT OVERVIEW FOR MANAGING PROJECT QUALITY

2.1 Organizational Quality Standards Influenced by Sower (2011, pg: 26) Retrieved from:" http://asq.org/learn-

about-quality/total-quality-management/overview/overview.html"

The approach that will be use to manage quality on this project for the process, products as well as

services will mainly be "TQM" described as management approach for customer satisfaction. In

this approach, the management and the employees will be involved in continuous quality

improvement and will be totally committed to implement quality into the cross- functional project

processes for ultimate customer satisfaction.

The key elements of this approach are as follows:

Customer-focused

Total employment involvement

Process- centered

Integrated system

Strategic and systematic approach

Continual improvements

Fact based decision making

Communications

Other than TQM approach, Organization may also make use of any one of the following approach as

per the organizations requirements.

Quality circles, zero defects, benchmarking, PDCA, SERVQUAL,ISO 9000:2015

2.2 Organization Work Culture and Roles and Responsibilities of Quality Management:

The main responsibility to execute and manage project quality is of project manager but she/ he

may delegate work to the team members. The sponsor is responsible for the auditing process to

inspect the project deliverables. The following table describes the organizations work culture and

designated roles and responsibilities of project quality management process.



Categories Work Culture Responsibilities for Quality Activities Role

Mission

"Ethical behavior, customer

satisfaction. Climate for

continuous improvement

ROI a performance measure."

Create and implement the strategy for

controlling quality based on customer

satisfaction, ethical behavior and continuous

improvements.

PM, Sponsor

and Project

Team

Perform transitional reviews to verify if we

work is performed as planned.

PM

Customer

satisfaction

"Use systematic approach for

seeking out, understanding and

satisfying both internal as well

as external customers"

1. Create and implement a systematic

approach for total customer satisfaction.

2. Develop stakeholder engagement

strategies.

PM, Sponsor

and Project

Team

Collect requirements, Perform quality

assessment and quality control activities.

PM & Team

Suppliers "Partnership" Create contracts or agreements for

partnerships with suppliers

PM

Verify Procurement Documents PM

Objectives

"Deliberate balance of long

term goals with successive short

term objectives"

Define quality on basis of customers

expectations and quality objectives

PM and

Sponsor

Review Project scope statement PM

Improvement

"Understanding and

continuously improvement the

process"

1. Create plan for continuous improvements

based on customer requirements

2. Control quality by monitoring growth in

achieving goals for continuous improvements

3. Develop strategies for integrated systems

to manage quality

4. Implement the standards defined by the

organization for managing quality

PM, Sponsor

and Project

Team

5.Perform quality review of Project

Management Plan and performance report to

validate if work has improved on the project,

and if work is performed as per planned.

6. Maintain a risk register

7. Update Quality Plan if any changes to the

project plan.

8. Evaluate continuously

9. Implement Quality into the project

processes.

Project Team,

PM, Sponsor

Problem-

Solving

"Predominately participative

and interdisciplinary problem

solving and decision-making

based on substantive data"

1. Develop strategies for problem solving

related to quality

2.Develop and involve team approach for

problem solving

3. Document Quality issues or problems

PM, Sponsor

and Project

Team



SOAR7, TQM work culture ch-1, pg 11, retrieved from: "http://src.alionscience.com/pdf/RAC-

1ST/SOAR7_1st_Chapter.pdf"

Jobs and

People

"Management and employee

involvements, work teams and

integrated functions"

1. Create contracts and agreements for the

goals to achieve quality, quality assurance

and measures to control quality that surge

throughout in the center.

2. Involve team for quality management,

assurance and controlling process.

PM and

Sponsor

3) Review and Assessment process PM& Team

Management

style

"Open style with clear and

consistent objective, which

encourage group derived

continuous improvements"

1. Delegate the power for taking decisions

and determine deadlines for the putting the

quality plan into action by using all

resources.

2. Provide with the resources committed to

manage quality. eg: money, machines,

products, people and

Training

Sponsor

Review Scope Statement& PM plan Sponsor

Role of

Manager

" Communicate , consult,

delegate, coach, mentor,

remove barriers and establish

trust"

Create training materials and train employees

for quality assurance and control based on

company standards and values

PM

Review training materials PM and

Sponsor

Reward and

Recognition

"Individual and group

recognition rewards and

negotiated criteria"

Announce rewards for achievements of goals

and develop negotiation criteria.

Sponsor and

PM

Review work performance PM and

Sponsor

Measurement

"Data used to understand and

continuous improve processes"

Measure improvements in the organization

with regard to quality

PM and Team

Perform quality audit in center PM and

Sponsor



3.0 Standards and Challenges of Implementing Integrated Quality and Project Management

plan

3.1 Core Concept for Implementing Quality Management

(Retrieved from Sower 2011, Influenced by: Deming’s 14 Points on Quality Management,)

The organization will follow the core concept on implementing total quality management; it is a set

of management practices to increase the quality and productivity in the organization.

1. Create constancy of purpose for improving products and services.

2. Adopt the new philosophy.

3. Cease dependence on inspection to achieve quality.

4. End the practice of awarding business on price alone; instead, minimize total cost by working

with a single supplier.

5. Improve constantly and forever every process for planning, production and service.

6. Institute training on the job.

7. Adopt and institute leadership.

8. Drive out fear.

9. Break down barriers between staff areas.

10. Eliminate slogans, exhortations and targets for the workforce.

11. Eliminate numerical quotas for the workforce and numerical goals for management.

12. Remove barriers that rob people of pride of workmanship, and eliminate the annual rating or

merit system.

13. Institute a vigorous program of education and self-improvement for everyone.

14. Put everybody in the company to work accomplishing the transformation

3.2 Challenges in implementing Quality Management plan

Some of the challenges that must overcome by the management and the team during implementing

QMP are as follows:

"Bad attitudes/abdication of responsibility/management infallibility

Competitive markets has various options for several services

Lack of leadership for quality

Deficiency of cultural dynamism

Inadequate resources for total quality management

Lack of customer focus

Lack of effective measurement of quality improvement

Poor Project Planning

Lack of management commitment

Resistance of the workforce

Lack of proper training/Inadequate Human Resource Development"

Review APPENDIX- A (stakeholder's challenges)

http://asq.org/learn-about-quality/total-quality-management/overview/overview.html



3.3 Quality Standards for implementing integrating quality plan with project plan

Quality plan will be implement using "TQM" approach complying with the core concept defined by the

organization.

The quality processes will implement aligning with project management plan to manage quality effectively

throughout project lifecycle.

An ongoing measuring/monitoring (process control) system will be installed to ensure success

This process will involve implementing quality activities of each process throughout the project, complying

with the standards and procedures defined in quality plan.

The project manager will be responsible to ensure quality activities meet the customer's quality requirements

mention in the quality assurance plan and the outcome of the activity meets customer acceptance criteria

during testing and measuring to control quality on the project. -

(REVIEW WBS DICTIONARY TO VIEW REQUIRED RESOURCES & COST FOR THE MAJOR

DELIVERABLES, QUALITY REQUIREMENTS AND ACCEPTANCE CRITERIA- APPENDIX B)

He/ She will be responsible to inform the team members and the relevant stakeholders when a quality

activity approaching and their responsibilities regarding the quality activity.- (VIEW STAKEHOLDER

INTERESTS -APPENDIX A)

Once the activity has produced the deliverable, Testing should take place within the project as planned in

quality control plan.

Testing will take place for the deliverables focusing on details to ensure quality deliverables

Deliverables should be test throughout the project.

PM will be responsible to perform quality audits with QA team, review the report, and communicate the results

to the team members and the relevant stakeholders.(VIEW AUDIT REPORT TEMPLATE- APPENDIX C)

Audit will take place twice during the project once during middle phase of the project and once before the

project is complete in the final phase to ensure the stakeholders and sponsor that deliverables were improve as

per the change requests.

All audit reporting communication will follow as per the reporting communication matrix in quality plan-

(VIEW REPORTING COMMUNICATION MATRIX- APPENDIX D)

Change requests after the outcome reports will process following the procedure defined in change management

plan. These guidelines will ensure integrated quality and project management plan.

All approved change requests must be audit before implementation. The impact of change requests and

approved change request on the project should be review on three categories: corrective action, preventive

action and defect repair.

Perform Post- implementation audits for improvements in the salon based on the quality plan



4.0 Quality Audit

4.1 Purpose: The purpose for quality audit process is to ensure the project activities comply with the

standards, chosen approach, appropriate procedures and processes to manage quality during executing

the project plan and to verify if proper controls are applied. The quality audit report will help to identify

major concerns of the stakeholders, provide corrective actions and recommendations to align and

implement as per the project plan.

Project Quality Audits will ensure indentifying best practices, processes or activities that are not using

best practices, Benchmark best practices, helps the team implement best practice and assures the sponsor

that project is processing as planned. It will guide the organization on how the project management

procedure will work in the practice.

The main benefit of audit process is to collect relevant data, review data to avoid mistakes, identify

faults or defects and implement corrective actions to align the project with planed schedule, cost and

scope baselines.

Audit will be perform in four stages as following: define success criteria, create an interview

format, conduct research and write an audit report.

Collect Data

• Interviews

Review

•Recommend actions

Act

•Change requests



4.2 Integrated quality audit and project processes

The audit process will take place twice during project execution to ensure quality standards and procedures

are followed as per planned. The following are the two reasons for performing audit while project execution:

To avoid errors or defects and recommend corrective actions for producing quality deliverables

To ensure changes are implementing as per approval, acceptance criteria and for the improvement of the

deliverable.

To direct and manage project work all change requests and approved change requests will be review for the

impact on the project. All reviews must perform based on one of the criteria mention below: According to

PMI (pg81),

"Corrective action: An intentional activity that realign the performance of the project work with the project

management plan

Preventive action: An intentional activity that ensures the future performance of the project work is aligned

with the project management plan

Defect repair: An intentional activity to modify a nonconforming product or product component".

The following diagram illustrates the procedure for project audits and reviews throughout the project

management process to integrate quality management process. PROJECT AUDIT REVIEWS AND ACTIVITIES

4.4 Audit Reports: APPENDIX-C- Template

Audit report will be use to identify concerns, challenges and issues within the project during executing

project work. The reports will guide us to resolve the issues before they become major problems for

managing project work. This document will provide relevant information and data that will be helpful

for decision-making process on the project. It will ensure we deliver on time by proactively managing

risks on the project.

• REVIEW DOCUMENTS AND HISTORIC DATA PROCESS GROUPS

•PROJECT OBJECTIVE

•PROJECT CHARTER INITIATION

•PROJECT PLAN

•DELIVERABLE, SCOPE, SCHEDULE AND COST PLANNING

•CREATE PROJECT TEAM

•SET CONTROL MEASURES EXECUTION

•DEFINE PROJECT MEASURES

•PERFORMANCE EVALUATION MONITOR AND CONTROL

•SIGNOFF, DOCUMENTATION

•LESSONS LEARNT CLOSING



5.0 Quality Metrics and Measures Quality Metrics are detected during Plan Quality Management. They are use to measure and validate

quality deliverables against defined standards of quality management. The quality requirements are

measure against the quality metrics to produce quantifiable quality deliverable. Project Audits are use

to verify if the project quality comply with the defined metrics and measures of project quality

management plan. The purpose of quality metrics is to describe specifically the project or product

attributes and how quality control process will measure it. Some of the inputs for Metrics and Measures

for Project Management are mention below: Influenced by Center for business practices

"Inputs

What is the approximate number of current projects?

On average, how many "full time equivelants" are assigned to a project?

What is the average length of a typical project?

What is the average fully burdened cost of a resource (person)?

Approximately how many people are available to work projects? -

What % of projects meet customer expectations (quality)?

What % of projects are delivered on-time?

What % of projects receive adequate resources (quality & quantity)?

What % of your projects directly drive new/increase revenue?

What is the average monthly revenue stream of these projects?

How frequently does the introduction of new development projects interfere with existing

production processes?

What is the average dollar impact of these interruptions?

Do you know of any situations where a project has been undertaken that repeats functionality in

another project?

Summary Project Statistics

Average Project Resource Cost

Average Annual Project Expenditures

Anticipated annual successful projects

Anticipated annual on-time projects

Capacity Based on Current Workload

Capacity Based on Staffing

Average number of challenged projects

Analysis Category

Cost Reduction

Early termination of problem projects

Productivity gain through improved resource allocation

Cost Avoidance

No functionality repeats across projects Revenue Increase

Time to market reduction

Increase in Project Turnover

Resulting in additional revenue generating projects

Revenue Protection

Improved structure/process lessening impact to production systems generating revenue



Measures for Quality Metrics are as follows:

Scrap - Waste - Rejects - Error rates - Rework - Shortages - Product defects - Deviation from standard

- Product failures - Inventory adjustments - Percentage of tasks completed properly - Number of

accidents - Customer complaints

Reference: Center for business practices, Project management metrics and measures, retrieved

from:"http://www.pmsolutions.com/audio/PM_Performance_and_Value_List_of_Measures.pdf"

6.0 Ethics and Impact of poor ethics

6.1 Unethical Actions:

Ethics play a very important role while managing and executing integrated project quality plan. Ethics

is about doing the right thing the very first time. Accepting responsibility is part of ethical behavior.

People who pass blame are not behaving ethically. In a total quality management setting, people are

responsible for their performance.

The most important components of corporate social responsibility include the ethical aspects of the

following issues: safety, health and security of the public, consumer relations, best business practices,

marketplace activities, human rights, governance, environmental engagement, community involvement

and social development. Each team member will be abiding by the actions listed for performing

according to the best practices of project management.

The unethical actions that must avoid during the process of the project are mention below:

Intentionally presenting wrong report

Leaking Confidential information

Intentionally giving misinformation

Intentionally using unreliable data

Intentionally avoiding testing standards while performing project work



6.2 Impact of poor ethics in relation to quality of project and deliverables:

If any team member does not perform ethically in relation to quality of the project and

deliverables, it can have various impacts on the project. The list of impacts is list below:

It can lead towards the increase costs of non-conformance that includes things such as payments

made out on warranties, re-work or scrap, and/or damage to reputation.

Increases the chances of losing trust

Increases the chance of Losing value

Increases the chance of losing integrity

Increases miscommunications, misunderstandings and issues between team members on the

project

Danger to public health, safety and security

Increases the cost of risks on the project

Increases projects risks and makes it difficult to manage effectively.

Project constraints will be affected due to poor quality of project and deliverables

All the above factors will lead towards one thing PROJECT FAILURE, if quality is not manage

ethically on the project. Poor ethics means Poor Quality of project and deliverables.

APPENDIX-A STAKEHOLDER ANALYSIS

ASSESSMENT OF STAKEHOLDER INTEREST

This matrix evaluates key stakeholders, type of stakeholder, interest, influence and involvement levels on the project. It demonstrates challenges for

implementing quality plan and future actions with communication strategy

Categories type: actively involve, retain support, reassure & prevent surprises

Scale:1-5, 1 being the lowest and 5 being the highest level.

STAKEHOLDER PROJECT INTEREST OR

BENEFITS

WHAT THEY CAN CONTRIBUTE POTENTIAL ISSUES /

PROBLEMS

FUTURE ACTIONS &

COMMUNICATIONS

CATEGORY

INFLUENCE

(1-5)

INTEREST

(1-5)

INVOLVEMENT

(1-5)

PROJECT

SPONSOR

PRODUCE QUALITY

DELIVERABLES FOR

OPENING A SALON

COMPLETE THE

PROJECT ON TIME AND

WITHIN BUDGET

FUNDS AND

FINAL

APPROVALS

DELIVERABLE

MAY FAIL IN TESTING

PROCEDURE LEADING

TOWARDS PROJECT

DELAY AND BE OVER

BUDGET

UPDATE PROGRESS REPORT

BI- WEEKLY

SUPPORT 5 5 5

PROJECT

MANAGER

MANAGE AND

SUCCESSFULLY

COMPLETE

INTEGRATED PROJECT

PLAN

PROJECT

MANAGEMENT

UNKNOWN RISKS MAY

APPEAR, TEAM MEMBER

DOES NOT PERFORM AS

PER QUALITY

REQUIREMENTS

MONITOR RISK REGISTER AND

QUALITY PLAN ONCE A WEEK

REVIEW PROGRESS REPORT

UPDATES

EMAIL: BI-WEEKLY

ACTIVE 5 5 5

QA MANAGER THE DELIVERABLES

MEET THE ACCEPTANCE

CRITERIA AND

STANDARDS DEFINED IN

QMP

QUALITY

MANAGEMENT

SOME ACTIVITIES

RELATED TO A

DELIVERABLE ARE

SKIPPED ON THE PROJECT

AUDIT PERFORMANCE

EVALUATION FORM

MONTHLY ,

UPDATE AND REVIEW

PROJECT PROGRESS

EMAIL: WEEKLY

ACTIVE 5 5 5

PROCUREMENT

MANAGER

ALL PROCUREMENT

ACTIVITIES ARE

INCLUDED IN WBS

ACCORDING TO THE

STANDARDS AND

ACCEPTANCE CRITERIA

OF QMP

PROCUREMENT

MANAGEMENT

THE CONTRACT TERMS

AND CONDITIONS

VIOLATED

PROCUREMENT

ACTIVITIES ARE NOT

PERFORMED AS PER

QUALITY REQUIREMENTS

REVIEW THE PROCUREMENT

ACTIVITIES,

PROGRESS REPORT UPDATES

WEEKLY: EMAIL

ACTIVE 5 5 5

TRAINER TRAINING CURRICULUM

AND MATERIAL IS READY

ONE MONTH BEFORE

THE TRAINING

MILESTONE

CONDUCT TRAINING AND

RECOMMEND CHANGES FOR

IMPROVEMENTS

ADDITION OF SERVICES TO

THE APPROVED

CURRICULUM

MAKE CONTRACT WITH CLEAR

TERMS AND CONDITIONS

MEETING : WHEN NEEDED

REASSURE

&

PREVENT

SURPRISES

2 4 4

INTERIOR

DESIGNER

PLAN AND DESIGN OF

THE INTERIORS ARE

APPROVED BY THE

REGULATORY

STANDARDS

PLAN, DESIGN, PURCHASE

FURNITURE AND SETUP INTERIORS

CHANGES IN PLAN ,

DESIGN OR SETUP ARE NOT

UPDATED

REGULARLY UPDATE WORK

COMPLETED RELATED TO

INTERIORS

EMAIL: WEEKLY

ACTIVE 5 5 5

MARKETING

MANAGER

MARKETING

REQUIREMENTS ARE

CLEARLY DEFINED WITH

MILESTONE DATES,

QUALITY STANDARDS

AND CHECKLIST OF

PLAN, DESIGN AND IMPLEMENT

MARKETING

THE GRAPHIC DESIGNER

IS NOT AVAILABLE ON

TIME

RESOURCE AVAILABILITY

REPORT, PROJECT STATUS

REPORT

EMAIL: WEEKLY

ACTIVE 5 5 5



WHAT NEEDS TO BE

DESIGNED

GOVERNMENT

&

REGULATORY

DEPARTMENT

THE PROJECT PLAN IS IN

COMPLIANCE TO THE

REGULATORY LAWS AND

RULES

ISSUE LICENSES SUPPORTING DOCUMENTS

ARE NOT SUBMITTED ON

TIME

MAKE A LIST OF DOCUMENTS

REQUIRED FOR ISSUING

LICENSE

REASSURE

AND

PREVENT

SURPRISES

5 5 2

PROJECT TEAM GET APPRECIATED BY

PROMOTIONS OR BONUS

FOR QUALITY WORK

PERFORM PROJECT ACTIVITIES TO

PRODUCE QUALITY DELIVERABLES

MANAGEMENT IS NOT

MOTIVATING

KEEP REWARDING WITH

APPRECIATION AND CASH

ACTIVE 5 5 5

SALON STAFF TRAINING INVOLVES

RULES AND

REGULATIONS FOR

PERFORMING

ACCORDING TO QUALITY

PLAN

PERFORM SERVICES AND MAINTAIN

QUALITY STANDARDS IN THE SALON

NEW LAWS AND

SERVICES ARE ADDED

AFTER TRAINING IS

COMPLETED

KEEP UPDATING NEW SERVICES

AND TRAIN THE STAFF

ACTIVE 5 5 5



Implementation and Execution of Integrated Quality Plan

APPENDIX- B WBS DICTIONARY

This plan includes the following components for implementing and executing the integrated quality plan:

DELIVERABLES

RESOURCES

COST

QUALITY REQUIREMENTS

ACCEPTANCE CRITERIA

METRICS

RECOMMENDED ACTIONS & STRATEGIES

RESPONSE PLAN FOR THE METRICS BEING MISSED

RISK IMPACTS OF THE METRICS BEING MISSED

Require

ment

ID#

Deliverables Requirement

Type

Technical Specifications and Requirement

Description

Customer Acceptance

Criteria

Resources

Resources

Type

Cost Mileston

e Date

Metrics

Recommended

Actions &

Strategy: (Audit

to validate with

Matrices)

Risk Impact if

Matrices are

missed

Response plan

if Matrices are

missed

1.0 Project

Management

Plan

BUSINESS Project management Plan includes integration,

scope, schedule, cost, quality, HR, risk,

communications, procurement, stakeholders to

comply with quality requirements on the

project. In addition, The project management

plan not only include integration, scope,

schedule, cost, quality, HR, risk,

communications, procurement, stakeholders

but it is also 100% compliance with all the

five process groups from PMI

Project Management Plan

should be approve by

sponsor and reviewed by

project manager before

project executes.

PROJECT

MANAGER,

BUSINESS

PLAN

Work

Material

Cost

$50/hr 03/22/20

16

100%

compliance

with PMI

processes,

standards

and

procedures.

Audit once 30%

work is

completed ,

Once before

final completion

Quality of the

deliverables

will not meet

the acceptance

criteria,

Delay in

project

schedule,

Increase in cost

of resources

due to extra

time

Processes:

Integration,

Stakeholder

management,

Scope,

Schedule, HR,

Cost and

Quality

Do not execute

the project till

plan is

approved,

Request

Change,

Evaluate the

impact of CR,

Perform audit

of approved

change request,

Update project

plans and

stakeholders,

Implement

approved

Change request

2.0 Business Plan

BUSINESS The business plan supplements with basic

components like description, summary, cost,

team members, and market survey to cover all

functionality of the business. In addition, to

description, summary, cost, team members,

and market survey the business plan also

includes analysis of the company.

Business plan should

involve SWOT analysis of

the company

PROJECT

MANAGER,

SME,

SPONSOR,

BENCHMAR

K

DOCUMENT

Work

Material

Cost

$50/hr 02/27/20

16

Includes

SWOT

analysis

Audit once 30%

work is

completed,

Once before

final completion

The internal

and external

factors will not

be identified

that will affect

the company’s

future

performance,

Do not execute

the project till

plan is

approved,

Request

Change,

Evaluate the

impact of CR,



Delay in

schedule for

implementing

change,

Increase cost

for the extra

use of the

resources

Processes:

Scope,

Schedule, HR,

Cost,

Integration,

Stakeholder

management

and Quality

Perform audit

of approved

change request,

Update project

plans and

stakeholders,

Implement

approved

Change request

3.0 Staff Licenses

REGULATOR

Y

The staff is in 100% conformance with the

state rules and regulations to meet the quality

and mandatory requirements. In addition to

state rules and regulations, the staff member

also has a 100% valid state License that meets

100% to the standards of cosmetology to work

legally in the salon.

Staff must be 100%

Licensed by MA state for

Cosmetology, Esthetician

and Nails technician

HR

MANAGER,

QUALITY

PLAN

Work

Material

Cost

$50/hr 12/12/20

16

100%

compliance

with

regulatory

standards of

cosmetolog

y

Audit once

during interview

Once before

signing the

contract

The customer

can register a

court case,

Salon Business

License can be

confiscated,

Services

performed by

the staff

member can be

dangerous for

the client with

regard to

health, safety

and security

standards.

Processes: Procurement,

HR, Cost,

Stakeholder

management,

Scope,

Schedule and

Quality

Terminate the

staff member

till the a valid

License is not

produced as per

quality

standards,

Update the

project plans

and

stakeholders

4.0 Financial

Loan

BUSINESS The Financial Loan is durable for 5 years to

buy some time to pay off. In addition to 5

years, the bank also provides the plan for

extension of 10 years of loan in order to plan

for mitigation.

Business should be

approve for 30 % loan

based on the cost of

overall business

FINANCIAL

ADVISOR,

COST PLAN

Work

Material

Cost

$50/hr 12/20/20

16

30% loan

must be

approved

Audit the

process of Loan

approval when

project is

executed up to

30%

Once before

final Loan

approval

Project could

stop halfway

due to lack of

finance, some

activities may

delay due to

lack of cash,

affect overall

progress of the

project.

Quality of the

product may

compromise

Processes:

All project

Use

management

reserves of

30%,

Update project

Plans and

stakeholders



Management

Process

5.0 Business

Insurance

REGULATOR

Y

Business Insurance is purchase from a reliable

company for better security. In addition to

reliable company, the business insurance also

gives 100% coverage for malfunctioning in

the business.

Business should have

General Liability

Insurance, Commercial

Property Insurance,

Business Owner's Policy,

Professional Liability

Insurance, Workers

Compensation Insurance,

Umbrella Insurance and

cyber Liability Insurance

PROCUREM

ENT

MANAGER,

COST PLAN

Work

Material

Cost

$50/hr 04/30/20

16

100%

coverage for

malfunction

ing in the

business,

Business

should have

General

Liability

Insurance,

Commercial

Property

Insurance,

Business

Owner's

Policy,

Professional

Liability

Insurance,

Workers

Compensati

on

Insurance,

Umbrella

Insurance

and cyber

Liability

Insurance

Audit the

checklist for

insurances,

licenses and

regulatory

standards before

buying the

insurance

Increase project

cost, business

License will

terminate,

project might

have to be

terminating,

and Regulatory

matters can

increase the

schedule.

Processes:

All project

management

processes

Buy the

missing

insurances as

soon as

possible,

Request

Change,

Evaluate the

impact of CR,

Perform audit

of approved

change request,

Update project

plans and

stakeholders,

Implement

approved

Change request

6.0 Contracts,

Agreements

and Licenses

REGULATOR

Y

The Contracts, Agreements and Licenses are

in 100% conformance to the business and

service standards to avoid problems in the

business on later stages. In addition to

conformance to business and service

standards, the contracts, agreements and

Licenses are notarize from the lawyer, once all

the parties have agreed to sign.

Contracts, Agreements

and license should include

100% of the standards

mention in quality plan for

clear terms and conditions.

PROCUREM

ENT

MANAGER,

QUALITY

PLAN

Work

Material

Cost

$50/hr 12/12/20

16

100%

comply with

the relevant

quality

standards of

regulatory

and

business

Audit the

checklist for

contracts,

licenses and

regulatory

standards before

signing the

contract

Regulatory

issues, schedule

delay, increase

in cost, quality

is compromised

if work is

outsourced.

Processes:

Procurement,

Cost, Schedule,

Scope, Quality,

Stakeholders,

HR

Terminate old

contracts and

make new

contracts as per

the matrices

Issue Change

request for the

Licenses and

Contracts,

Evaluate the

impact of CR,

Perform audit

of approved

change request,

Update project

plans and

stakeholders,

Implement

approved

Change request

7.0 Location

NON-

FUNCTIONAL

The Location of the salon is 100% in

conformance with the standards of public

health, safety and security department for

performing smooth business operations. In

addition to, 100% in conformance with the

Location of the salon

should be Boston

PROJECT

MANAGER,

REQUIREME

NTS PLAN

Work

Material

Cost

$50,00

0/-

04/30/20

16

Location

should be

safe and

secured ,

should meet

Audit the

standards and

location

requirements

during finding

Project

schedule delay,

Increase cost,

regulatory

Ask external

audit expert to

audit the

location as per

the



standards of public health, safety and security

department, the location is select in public

area.

100% to the

quality

standards of

health and

safety

the location

Audit once

before signing

the lease

issues,

Scope change

Processes:

Schedule, Cost,

Procurement,

Stakeholder

management

Quality and

Scope

requirements

and standards,

Request

changes to the

location as per

the Audit

report,

Audit the

approved

changed

requests,

Update project

plans and

stakeholders,

Implement

approved

changed

requests

8.0 Interiors

NON-

FUNCTIONAL

The interior of the salon fulfills the basic

esthetics of hygienic, safe, secured and

healthy ambience for quality requirements and

100% quality standards of the project. In

addition to hygienic, safe, secured and healthy

ambience, the interiors is theme based,

comfortable and cozy for better aesthetics of

the salon.

The furniture used for

interiors must be of Deco

Enzo

PROJECT

MANAGER,

FURNITURE,

INTERIOR

MATERIALS

Work

Material

Cost

$70,00

0/-

12/18/20

16

Interiors

plan must

100%

comply to

the quality

standards of

regulatory

Keep auditing

every month for

quality purpose

during project

execution

Project

schedule delay,

Increase cost,

regulatory

issues,

Scope change

Processes:

Schedule, Cost,

Procurement,

Quality, Scope,

Stakeholder

management

Ask external

audit expert to

audit the

location as per

the

requirements

and standards,

Request

changes to the

location as per

the Audit

report,

Audit the

approved

changed

requests,

Update project

plans and

stakeholders,

Implement

approved CR

9.0 Marketing BUSINESS The marketing plan covers basic

characteristics of the salon like affordable

prices, hair, skin and body relaxation related

services to attract the customers. In addition

to, affordable prices, hair, skin and body

relaxation related services the marketing plan

also includes special 50% discount offers.

The marketing plan must

include special discounts

for new customers

MARKETING

MANAGER,

DESIGNER,

SOFTWARE

Work

Material

Cost

$20,00

0/-

07/30/20

16

Marketing

strategy

should

include 50%

discount for

new

customers

Audit once 30%

of marketing

plan and design

is ready.

Audit once

before

implementing

the plan and

printing the

designs

Increase cost of

reprint, less

customer walk-

in, delay in

project activity,

scope change,

Quality is

compromised,

stakeholder is

dissatisfied

Processes:

Integration,

Schedule, Cost,

Procurement,

Quality, Scope,

Stakeholder

Scrap the

printout and

designs and

create new

ones,

Request

Change,

Evaluate the

impact of CR,

Perform audit

of approved

change request,

Update project

plans and

stakeholders,



management

Implement

approved

Change request

10.

0

Catalog

BUSINESS The Catalog includes all characteristic

features like price, services, contact

information and terms and conditions to meet

basic functionality in the salon. In addition to

price, services, contact information, terms,

and conditions, the catalog also includes

$100* extra for special rates of the services

from expert esthetician.

The catalog should include

the list of names and

photographs of the staff

members performing

various services

MARKETING

MANAGER,

SOFTWARE,

DESIGNER

Work

Material

Cost

$2000/

-

07/30/20

16

Must

include

features like

price,

services,

contact

information

terms and

conditions,

$100* extra

for special

rates of the

services

from expert

esthetician,

list of

names and

photographs

of the staff

members

performing

various

services

Audit once 30%

of catalog plan

and design is

ready.

Audit once

before

implementing

and printing the

designs

Increase cost of

reprint, less

customer walk-

in, delay in

project activity,

scope change,

Quality is

compromised,

stakeholder is

dissatisfied

Processes:

Integration,

Schedule, Cost,

Procurement,

Quality, Scope,

Stakeholder

management

Scrap the

printout and

designs and

create new

ones,

Request

Change,

Evaluate the

impact of CR,

Perform audit

of approved

change request,

Update project

plans and

stakeholders,

Implement

approved

Change request

11.

0

Make-up

Cosmetics

NON-

FUNCTIONAL

Cosmetics used for the services are of XYZ

company to maintain the perceived quality of

our brand name. In addition to XYZ company,

the cosmetics are purchase from other branded

companies.

The cosmetics used for

services must be of MAC,

Bobby Brown and

L'Oreal.

SUBJECT

MATTER

EXPERT/QA

MANAGER,

COSMETICS

LIST

Work

Material

Cost

$3000/

-

07/30/20

16

100%

comply with

the quality

standards of

clients

safety and

health

Audit the

cosmetic

ingredients

requirements

once before

researching the

cosmetics to

purchase.

Audit once

before

purchasing

Increase cost of

re -purchase,

delay in project

activity, scope

change, Quality

is

compromised,

stakeholder is

dissatisfied

Processes:

Integration,

Schedule, Cost,

Procurement,

Quality, Scope,

Stakeholder

management

Scrap the

cosmetics or

return

and purchase

new ones,

Request

Change,

Evaluate the

impact of CR,

Perform audit

of approved

change request,

Update project

plans and

stakeholders,

Implement

approved

Change request

12.

0

Products

NON-

FUNCTIONAL

Products used for the services are 100 %

compliance with Public health, safety and

security standards for maintaining high quality

in the salon. In addition to high quality, the

products are purchase from branded

companies.

The products used for

services must be of Paul

Mitchell

SUBJECT

MATTER

EXPERT/QA

MANAGER,

PRODUCTS

LIST

Work

Material

Cost

$3000/

-

07/30/20

16

100%

comply with

the quality

standards of

clients

safety and

health

Audit the

product

ingredients

requirements

once before

researching the

products to

purchase.

Audit once

Increase cost of

re -purchase,

delay in project

activity, Scope

change, Quality

is

compromised,

Stakeholder is

dissatisfied

Processes:

Scrap the

products or

return,

Purchase new

ones,

Request

Change,

Evaluate the

impact of CR,

Perform audit



before

purchasing

Integration,

Schedule, Cost,

Procurement,

Quality, Scope,

Stakeholder

management

of approved

change request,

Update project

plans and

stakeholders,

Implement

approved

Change request

13.

0

Equipments

NON-

FUNCTIONAL

Equipments used for the services are 100%

compliance with the standards of Control of

Substances Hazardous to Health (COSHH) for

customer safety. In addition to compliance

with the standards of Control of Substances

Hazardous to Health (COSHH), the

equipments should be functioning without

defect.

Check the electrical and

mechanical components

that include bolts, screws,

nuts and other

mechanisms. Equipments

must have return policy

for defect or faulty

equipments

SUBJECT

MATTER

EXPERT/ QA

MANAGER,

EQUIPMENT

S LIST

Work

Material

Cost

$3000/

-

07/30/20

16

100%

comply with

the quality

standards of

clients

safety and

health

Audit the

machine

requirements

once before

researching the

products to

purchase.

Audit once

before

purchasing

Increase cost of

re -purchase,

delay in project

activity, Scope

change, Quality

is

compromised,

Stakeholder is

dissatisfied

Processes:

Integration,

Schedule, Cost,

Procurement,

Quality, Scope,

Stakeholder

management

Return the

equipments,

Purchase new

ones,

Request

Change,

Evaluate the

impact of CR,

Perform audit

of approved

change request,

Update project

plans and

stakeholders,

Implement

approved

Change request

14.

0

Staff

NON-

FUNCTIONAL

The staff members are train to behave 100 %

compliance with the code of ethics for

appropriate business operational environment.

In addition to 100 % compliance with the code

of ethics, the staff members are observe while

working to comply with 100% customer's

quality standards.

Minimum 20Customers

feedback form should be

filled for the services

performed by the staff

members during training

period

PROJECT

MANAGER,

HR,

HR PLAN,

TRAINING,

TRAINER

Work

Cost

Material

$10,00

0/-

12/12/20

16

100%

complies to

the code of

conduct,

quality

standards of

clients

safety

Audit the staff

resumes once

before recruiting

and once during

training sessions

Loss of

reputation,

increase cost

for building

reputation, staff

morale is low,

regulatory

issues.

Processes: Integration,

Schedule, Cost,

Procurement,

Quality, Scope,

Stakeholder

management

Train the staff

or terminate,

Update project

plans and

stakeholders

15.

0

Services

NON-

FUNCTIONAL

The services performed in the salon should be

100% compliance with the cosmetology MA

state policies and standards to meet quality

requirements in the salon. In addition to 100%

compliance with cosmetology MA state

policies and standards, the services are

perform should be 100% in compliance with

public health, safety and security standards to

avoid legal matters in future.

All services should be

performed by

professionals and 100%

Licensed esthetician

QA

MANAGER,

TRAINING,

TRAINER

Work

Material

Cost

$40/hr 10/12/20

16

100%

complies to

the quality

standards of

clients

safety

Audit the

procedures of

services once

before

performing in

training sessions

Audit once

during the

training sessions

Loss of

reputation,

increase cost

for building

reputation, staff

morale is low,

regulatory

issues.


Schedule, Cost,

Procurement,

Quality, Scope,

Stakeholder

Request

Change,

Evaluate the

impact of CR,

Perform audit

of approved

change request,

Update project

plans and

stakeholders,

Implement

approved

Change request



management

16.

0

Staff Training

BUSINESS The staff training should comply with quality

100 % standards of health, safety and security

for fulfillment of quality training requirement.

In addition, to100% complies with quality

standards of health, safety and security the

training should include undertaking terms and

conditions from the customers for demo

services.

Staff Training should

include demos and hands

on experience for the staff

to train them on of how to

use equipments, make up

cosmetics and products

TRAINER,

TRAINING

MATERIALS,

INTERIOR

SETUP

Work

Material

Cost

$50/hr 12/20/20

16

Training

and training

materials

are 100%

compliance

with the

code of

conduct,

quality

standards of

clients

safety

Audit the

training material

once before

printing.

Once after

printing the

material

Audit the

training plan

once before 10

days of the

schedule training

date

Audit training

procedures

during training

secessions

Loss of

reputation,

increase cost

for building

reputation and

re printing the

training

material, staff

morale is low,

regulatory

issues, delay in

schedule,

quality is

compromised


Schedule, Cost,

Procurement,

Quality, Scope,

Stakeholder

management

Scrap the

printed training

material,

Design and

print new ones,

Request

Change,

Evaluate the

impact of CR,

Perform audit

of approved

change request,

Update project

plans and

stakeholders,

Implement

approved

Change request



APPENDIX-C AUDIT REPORT TEMPLATE

This template will be use during the audit process of executing the project to report findings

PROJECT AUDIT REPORT TEMPLATE

PROJECT TITLE: DATE:

PROJECT

SPONSOR:

PROJECT

MANAGER:

REPORT

PERIOD:

REPORT CIRCULATED TO:

-

-

-

-

-

-

-

-

-

-

-

-

-

-

PROJECT AUDIT OVERVIEW

SUMMARY OF MAIN AUDIT FINDINGS:



APPENDIX-D REPORTING COMMUNICATIONS

The following matrix must be used for reporting communications of quality management

Type of

Communication Method / Tool Frequency/

Schedule Information Participants /

Responsible

Recurring Communication Activities Project Internal:

Sponsor Meetings Web conference Monthly Project status report and

Service status report

Project Manager

Project Meetings In- person at

Company

conference room

Weekly and

on risk event

Project status report,

problems, risks, changed

requirements

Project Mgr

Project Team

Out sources team

Interior Reports Email on Word

document

Bi-weekly Interiors status

- progress

- forecast

- risks

Interiors Team (

Outsources)

Milestone Meetings In- person at

Company

conference room

Before

milestones

Project status report

(progress)

Project Mgr

Project Team

Members

Out sources

(interior

designers,

marketing team)

Sponsor

Sharing of project

data

Support System

on company

website

When

available

All project documentation

and reports

Project Mgr(s)

Project Team

Members

Final Project

Meeting

In- person at

Company

conference room

Every week

of last month

Wrap-up documents

Final quality assurance and

audit reports

Customer Acceptance Test

Report

Project Mgr

Project Team

Out sources

Sponsor

Communication Activities Project External:

Project status report Excel sheet Monthly Project status

- progress

- forecast

- risks

Project Manager

Project Team

Sponsor

Meetings In- person at

Company

conference room

Monthly Project updates, Discussions,

Suggestions and Feedbacks

Project Manager,

Project team

members,

Sponsor

References

Sower, Victor E, Essentials of Quality, Wiley, 2011. ISBN: 978-0-470-50959-3

Project Management Institute. (2013). A Guide to the Project Management Body of Knowledge,

Fifth Edition (PMBOK Guides).Newtown square, pennsylvania: project Management Institute,

Inc.

TSQ, Total Quality Management, Retrieved from:" http://asq.org/learn-about-quality/total-

quality-management/overview/overview.html"

SOAR Chapter 1, Examples of cultural change required (pg11), Retrieved from:

"http://src.alionscience.com/pdf/RAC-1ST/SOAR7_1st_Chapter.pdf"

Center for business practices, Project management metrics and measures, retrieved

from:"http://www.pmsolutions.com/audio/PM_Performance_and_Value_List_of_Measures.pdf"

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