QUESTION 1
1.1

Customer satisfaction – as the Project Manager Faizal has to identity all relevant
stakeholders and use a structured process to determine the relevant quality standards,
and understanding the ultimate quality goals regarding all stakeholders. During a
project the external stakeholders can be customers, suppliers and the public. The
internal stakeholders would be shareholders and employees within an organisation.
There are five steps that Faizal has to follow in the decision-process in order to
develop the relevant quality standards of a Project which are to: Identify all
stakeholders, Prioritise among the Stakeholders requirements, develop standard to
ensure the requirements are met, Make trade-off decisions.

Process management – She must establish a plan and tell her team how they will
execute that plan in order accomplish the project objective. She has to determine
planning process, scope, deliverables, work breakdown structure, appointing people
for specific tasks and the sequence of activities to be followed.

Fact-based management

Empowered performance
1.2 Costs of Conformance: are costs or amounts spent while ensuring that the product your
working on is of good quality. The money spent on conformance is to ensure or to avoid any
failures that could occur on a project. Examples of cost of conformance activities are
auditing, inspections, training, testing, etc.
Costs of Non-Conformance: are costs incurred because quality activities have not been done
on a project or when developing a product. If activities such as inspection of products,
testing, auditing, etc. are not conducted, then when the project or product fails the company
will have to spend more money fixing those failures, and those are the costs of NonConformance.
Examples: to differentiate conformance and Non-Conformance costs, I would like to use the
Ford Kugar as an example. Ford S.A had to recall more than 4500 Kugar SUV’s in S.A.
When you look at this situation you realise that Ford was supposed to conduct cost of
conformance activities on the Ford Kugar by inspecting it to see if there are any problems and
to test the car if it was of good quality and performed as it should.
When it comes to Non-Conformance costs, the Ford company lost money because
conformance activities were not conducted. They had to recall the cars, which meant they
owed their clients, their brand image was tarnished because of the burning Ford Kugar,
meaning they would have to spend money trying to save their image winning over the clients
they lost because of the recall.
QUESTION 2
Question 3
3.1 The main difference between quality assurance and quality control is that quality assurance
activities such as auditing, use of checklists are conducted during the development of a product. On
the other hand, quality control activities are performed after a product has been developed.
I would like to demonstrate this by using baking a cake as an example:
Quality assurance- when baking a cake one has to first buy all the ingredients they will need to make
a cake batter. They will also need the correct tools used for cake baking such as measuring spoons,
bowls, spatulas, a working oven that needs to be preheated to the correct temperature, cake pans
and all other tools needed. A quality assurance activity in cake baking would therefore be using the
recipe to first ensure that you have all the ingredients needed, checking to make sure that you
follow the correct measurements required for the cake and ensuring that you follow all instructions
required.
Quality control- is the process where after you take out the cake from the oven you check how the
cake looks like, for example has it risen well, is the middle of the cake well risen as well? Then comes
the cutting of the cake to taste whether it tastes the way it is supposed to taste. Let’s say you taste
the cake and realise that there is no flavour in the cake all you can smell are eggs instead of it having
a vanilla flavour or maybe strawberry flavour. This as a baker makes you aware that the end product
is not of good quality and therefore cannot be sold to customers.
3.2 The product that I will use is a stand bowl mixer:
Performance – the stand bowl mixer operates on 800w, has 3 bowl accessories which are a stainless
steel balloon whisk, a stainless steel dough hook and an aluminium beater.
Features- low noise, it is a 4.5 litre stainless steel bowl that has a transparent splash guard. It has
built in safety lock, some non-slip rubber feet for stability.
Reliability- the stand bowl mixer is reliable and can last for a long time but by ensuring that it is well
taken care of by not over filling it which would overwork the mixer and therefore damage it quicker.
Durability- it can last up to 2 years without any problems if operated or used according to
instructions. It has a 2-year warranty.
Serviceability- the mixer can be fixed if it breaks down but how long that would take will depend on
the problem.
References
Gido,J.Clements ,JP.(2015) Successful Project Management 6th edition
Branquinho,L.(2017) Ford Kuga recall : What’s gone wrong and who is to
blame ? . Available at : new24.com/wheels/news/guides-and-lists/ford-kugarecall-whats-gone-wrong-and-who-is-to-blame-20170117 (Accessed on 19
August 2022)