An IT Quality Management Plan based on a app for a music academy(ie interactive

Question

An IT Quality Management Plan based on a app for a music academy(ie interactive tutor).

The plan should include:

A short statement that reflects your team’s philosophy or objective for ensuring that you deliver a quality system to your client.

Include the examples of quality based metrics found in Table 10.3 (below), and then develop 2 process metrics, 2 product metrics, and 2 project metrics that can be use to monitor the quality of your project.

Develop and describe a set of verification activities that your project team could implement in order to ensure quality.

Develop and describe a set of validation activities that your project team could implement in order to ensure quality.

Table 10.3 Examples of Process, Product, and Project Metrics Type Process Metric Description Defect arrival rate Defects by phase Defect backlog Fix response time Defective fixes The number of defects found over a specific period of time The number of defects found during each phase of the project The number of defects waiting to be fixed The average time it takes to fix a defect The number of fixes that created new defects Product Mean time to failure Defect density Customer found defects Customer satisfaction Average or mean time elapsed until a product fails The number of defects per lines of code (LOC) or function points The number of defects found by the customer An index to measure customer satisfaction-e.g., scale from 1 (very unsatisfied) to 5 (very satisfied) Project Scope change requests Scope change approvals Overdue tasks The number of scope changes requested by the client or sponsor The number of scope changes that were approved The number of tasks that were started but not finished by the expected date or time The number of tasks that should have started but have been delayed The number of tasks (and dollar amount of tasks) that have cost more to complete than expected Budgeted cost of work performed (BCWP) The number of resources assigned to more than one task The number of project team members who quit or were terminated The number of training hours per project team member Tasks that should have started Over budgeted tasks Earned value Over allocated resources Turnover Training hours

Explanation / Answer

A. A short statement that reflects your team's philosophy or objective for ensuring that you deliver a quality system to your client.

Answer :

My Customer Service Teams Quality Management Principles

CRM = Customer Relationship Management

My team's philosophy is deliver the best possible service to our customers with three principles of Ease, Expertise and Experience.

  

- Ease : To communicate to the customer that a business or an company is easy to deal with, the first thing organisaiton need to do is be accessible. Getting in touch with the company should be something which can be achieved in the least number of steps possible. Then comes the easy of dealing with the company.

- Experience : This is where the communication through action comes into play. A great customer experience and relations are build by rewarding the customer, being pleasant to interact with.

- Expertise : Expertise is where the cream of the CRM lies. While everything else will maintain CRM implementation at basic hygine standards, issue resolution tops it all. While easy and experience feel great and makes the interaction with your company a pleasant experience to the customer, expertise is what they're there for. So by effective issue resolution & follows ups, the CRM implementation comes full circle.

B.  Other than the examples of quality-based metrics ( process, product, ad project) table 9.1 on page 246 5th edition marchewka, develop and describe two process metrics, two product metrics, and two project metrics that can be used to monitor the quality of your project.

Answer :

Two metrics that can be used to monitor quality for my customer service project are

- AHT or Average Handle time. This provides upper and lower limits for quality. Having a lower AHT will allow customer service agents to service agents to handle more phone calls from customers in a shorter span of time. However having an extremely short AHT will result in a scenario where quality and customer experience are being hampered in order to meet productivity metrics.

- Net Promoters Score : This score measures the possibility of an existing customer recommending our business or our firm to another customer when asked. This allows us to measure the quality and the satisfaction hat a customer derives from our business.

C. Develop and describe a set of verification activities that your project team could implement to ensure quality.

Training and Post Training Analysis

Capturing individual and team performance data from on the job training and post training Using operational, managerial and organisational performance metrics that would be sued to measure team, individual team members and operational performance that would compare it to the performance prior and during training. Other performance metrics, audits, screening would be used to measure the magnitude or success.  

D. Develop and describe a set validation activities that your project team could implement to ensure quality.

Customer Feedback through surveys is the best validation for my team's customer service project. Having a customer satisfaction survey that is precise in nature could help validate wether or not the quality in our customer service is upto the mark or not.

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