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Reekita Quality Management Plan- Final project for OPEN A SALON

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Reekita Quality Management Plan- Final project for OPEN A SALON

  1. 1. REJUVENATE - SALON & SPA NORTHEASTERN UNIVERSITY, CPS (EDUCATIONAL PROJECT) 2016 Project Management Plan Responsible for Quality Management Plan Reekita Shah Alias Gala N O R W O O D , M A - 0 2 0 6 2
  2. 2. P a g e | 2 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 Version Control The following is the document for version control for revisions to this document. Version Number Date of Issue Author(s) Brief Description of Change 0.9 11/15/05 Name1 - Project Manager Phase 1 - Preliminary draft for business case 1.0 1/27/06 Name1 - Project Manager Phase 1 & 2 – conform to new review template, update for deliverables Abbreviations and Definitions PQMP Project quality management plan PMP Project Management plan PMI Project management institute PM Project Manager QA Quality Assurance QC Quality Control CCB Change control board CMP Change management plan QAP Quality assurance plan QCP Quality control plan INPUTS AND REFERENCES 1. Project Management Plan 2. Project Scope Management Plan 3. Project Cost Statement and Plan 4. Project Requirements Document and Traceability Matrix 5. Schedule Management Plan 6. Stakeholder Register 7. Communication Management Plan 8. Project Charter 9. Project Risk Register 10. Project Procurement Management Plan 11. Organization Process Assets and Enterprise Environmental Factors
  3. 3. P a g e | 3 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 INDEX Introduction to Quality Management 1.0 Introduction......................................................................................................................Page 1-7 1.1 Purpose of the PQMP 1.2 Project Objectives 1.3 Project Background 1.4 Project Scope Project Quality Management Plan Matrix-APPENDIX A (Page 41-44) 2.0 Service Quality Standards.............................................................................................Page 8-12 2.1 Organizational Quality Standards 2.2 Customer Quality Standards 2.3 Project Quality Standards 2.4 Regulatory Quality Standards 2.5 Goals of the project 3.0 Organization and Management....................................................................................Page 13-15 3.1 Organizational Responsibilities for Project Quality 3.2 Project Quality Tools 4.0 Service Quality Requirements.......................................................................................Page 16-19 4.1 Customer Requirements 4.2 Technical Specifications 4.3 Product Deliverables Acceptance Criteria Project Quality Assurance Plan Matrix- APPENDIX B (Page 45-49) 5.0 Quality Assurance Plan..................................................................................................Page 20-23 5.1 Quality Assurance Activities 5.2 Quality Assurance Responsibilities 5.3 Quality Assurance Review and Audit Procedure 5.4 Customer Acceptance Testing 5.5 Process Improvement Plan Project Quality Control Plan Matrix- APPENDIX C (Page 51-55) 6.0 Quality Control Plan........................................................................................................Page 24-27 6.1 Quality Control Activities 6.2 Quality Control Responsibilities 6.3 Metrics 6.4 Non-compliance reporting 6.3.1 Project Deliverables Status 6.3.2 Product Deliverables Status 6.3.3 Reporting and Communications and Recurring Communications Matrix 6.5 Change Management Plan 7.0 Documentation and Checklists.........................................................................................Page 28-40 7.1 Quality management process by PMI 7.2 Quality process checklist 7.3 Quality requirements review checklist 7.4 Checklist for quality control 7.5 Salon equipments checklist 7.6 Requirements for how to open a salon 7.7 Change request Form
  4. 4. P a g e | 4 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 1.0 Introduction This document mainly delivers quality management plan, quality metrics, quality checklist, process improvement plan and change management plan. It will provide guidance to the project manager, project team and management to manage, assurance and control quality throughout the project. The quality management plan is create by the inputs from performance baseline (cost, schedule and cost), stakeholder register, risk register, organizational process assets and enterprise environmental factors to manage quality in an integrated system. This plan identifies quality requirements, standard process, tools, technique, approaches, roles and responsibilities for the project and its deliverables. 1.1 Purpose of the Project Quality Management Plan (PQMP) The purpose of this document is to define the use of processes, tools and standards to manage quality in an effective manner on a project. This plan defines how to manage and use the activities of quality assurance and quality control on the project activities and on the project deliverable. It validates the completed deliverables are in compliance to the acceptance criteria of the project quality requirements and stakeholder's requirements. Project Quality Management plan provides a structure for quality assurance and quality control for the team to perform confidently and produce quality work on the project. The components of this plan are mention below:  Quality objectives  Project Background  Project Scope  Quality standards  Organizational responsibilities for quality  Quality requirements  Quality assurance plan  Quality control plan 1.2 Project Quality Objective The objective of quality management plan is to identify quality standards and procedures related to project deliverables and project processes to assure and control quality on this project. The main aim of this plan is continuous improvement with regard to quality and use of integrate quality processes to accomplish the quality objectives on this project. The following are the quality objectives that imply throughout the project for the assurance and controlling project deliverables and processes:  The deliverables should meet all the quality project requirements as described in this plan
  5. 5. P a g e | 5 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016  The deliverables must comply with defined government and business standards and procedures  The deliverables must comply with the best practices of project management  The deliverables must meet the expectations of relevant stakeholders  The deliverables should be in the best interest of public health, safety and security 1.3 Project Background  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.  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:  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.  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.  Location: Rejuvenate will be located in a safe and secured location and will be easy to commute.  Reputation: Rejuvenate will provide guarantee for customer satisfaction and promote itself by word of mouth and marketing strategies.
  6. 6. P a g e | 6 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016  Ambience: Rejuvenate will have a theme-based ambience that will be smoothing and comfortable for the customer.  Timings: Rejuvenate will be flexible with timings as per the needs of the customer.  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. 1.4 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. 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 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.
  7. 7. P a g e | 7 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 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. Project Milestone: The project high-level milestones are as follows: 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. Project Stakeholders: Sponsor, Esthetic Technician, Staff, Accountant, Marketing Team, Customers, Local Business owner, Interior Designer, Government Regulatory Department, Local Public, Project team and Project Manager 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
  8. 8. P a g e | 8 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 Quality Planning To manage quality at the extremely highest-level plan, do, check, act approach has been implied to quality planning. This plan has divided this approach into three process groups Quality Planning, Quality Assurance and Quality Control. This process will guide us how to implement, monitor and control quality on our project for project success. 2.0 Service Quality Standards This section identifies the quality standards related to organization, project, regulatory and customer. It also mentions the goals to achieve by the project and the roles and responsibilities that are relevant to manage, assess, monitor and control quality on this project. 2.1 Organizational Quality Standards Influenced by Sower (2011, pg: 26) 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 Retrieved from:" http://asq.org/learn-about-quality/total-quality-management/overview/overview.html"
  9. 9. P a g e | 9 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 2.2 Users'(client) Quality Standards The basic approach for the client quality standards on this project will be on basis of International Organization for Standardization (ISO 9000:2015). Other than that, some of the additional quality standards defined below should comply with the clients requirements. By BTEC Higher Nationals units, (2011):  "Health, safety and security practices: current and relevant legislation. eg Health and Safety at Work Act 1974;  Control of Substances Hazardous to Health (COSHH);  Reporting of Injuries, Diseases and Dangerous Occurrences Regulations (RIDDOR);  Codes of practice relevant to the center (eg: waxing services, massage and esthetics services).  Security practices (buildings, equipment, client/staff possessions, stock, cash and equivalents, client data)  Quality standards such as British Standards Institution (BSI)"  Established professional standards by Boston government for salon operations like: "Technicians wash hands satisfactorily and after every services performed, Technicians use approved gloves when handling chemicals, Technicians must have infection and rash-free skin Discard all bio-hazards appropriately". The standards mention above will be use by the project team to manage quality. These standards will guide the management on how should staff/clinic comply with the quality standards of health, safety and security practices, improve the use of resources, improve the process of risk management, customer satisfaction as the products and services will deliver as committed. Retrieved from:"https://qualifications.pearson.com/content/dam/pdf/BTEC-Higher-Nationals/Hair-and-Beauty- Management/2010/Specification/BH023073-HNCD-Hair-Beauty-Management-units.pdf" 2.3 Project Quality Standards: Project team will perform project work as per the standard of code of conduct of project management. Some of the standards established for this project are as follows:  Perform as per planned in project management plan  Communicate and update regularly  Solve conflicts by peaceful communication  Be honest with each other and trust each other  Perform and partner as a team  Perform ethically on this project  Listen to others  Behave and perform with quality minded from the initiation to completion of the project.  Perform with integrity by doing what is committed  Incorporate the organizations and project standards of practicing into this project.
  10. 10. P a g e | 10 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 2.4 Project Regulatory Quality Standards: The project quality must comply with the regulatory standards mention below: (By the Commonwealth of Massachusetts Division of Professional Licensure for opening a salon and spa)  "Policy No. 06-01 Salons cannot use names incorrectly suggesting the salon provides healing or medical benefits. Names such as “healing”, “medical”, “med”, “clinical” or “wellness” are prohibited.  Policy No. 06-02 Salon names using ethnic, gender, or age specific terms may violate Massachusetts law and may be rejected or delay processing of an application.  Policy No. 06-03 Salons are prohibited from providing non-cosmetology services that may endanger public health or safety: 1. Medical services, eyelash tinting, teeth whitening, use of cutting blades, and other such services may not be provided anywhere within a cosmetology salon. Applications with such services on them shall be denied. 2. Permanent makeup, electrology, tattooing, acupuncture, massage, and tanning machines may be utilized in separate, distinct areas identified on the floor plan. 3. Salons may be located in other businesses if independently owned, operated, and separate from those businesses. Such circumstances must be clearly documented on the application for Board review". Retrieved from: "http://www.mass.gov/ocabr/docs/dpl/boards/hd/hssalap.pdf" All regulatory standards must comply with the Consumer Affairs and Business Regulations: By the Division of Professional Licensure:  "References herein to "salon" shall mean a "shop," as defined in M.G.L. c. 112, § 87T and referred to in M.G.L. c. 112, §§ 87T through 87KK.  The salon licenses must be issued by the Board according to the type of licences.  A salon license may be issued to an individual, partnership or corporation.  No person shall operate a cosmetology salon, manicuring salon or aesthetics salon without first obtaining from the Board a license to operate such salon.  Every person contemplating the opening of a cosmetology salon, manicuring salon or aesthetics salon shall file the appropriate application for a salon license with the Board, pay required fees, and arrange for the premises to be inspected and approved by the Board. The
  11. 11. P a g e | 11 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 Board will not issue a license for any premises if required local permits and certificates have not been obtained or if the Board's inspection reveals that the premises are in violation of 240 CMR 3.00.  A salon license is valid only for the location stated on the license and is not transferable or assignable. Salon owners must immediately notify the Board in writing of the contemplated sale or change in ownership of a salon. The purchaser of a salon which has previously been licensed by the Board must file a new application for salon license with the Board, pay required fees, and have the premises inspected and approved by the Board. A salon owner seeking to change the location of a salon shall notify the Board in writing at least 30 days before any such change in location. Upon approval of the new location by the Board, the license for the previous location will be cancelled and the Board will issue a new salon license for the new location.  Salon licenses must be displayed in a conspicuous place in the salon.  All cosmetologists, operators, instructors, manicurists, aestheticians, and demonstrators must conspicuously post their current individual license and health certificate at their place of employment.  "Gender-based pricing is prohibited by the Massachusetts Public Accommodations Act (M.G.L. c. 272, §§ 92A and 98). Prices must be based on factors such as hair length or difficulty of styling"  Follow recommended infection control procedure of the Centers for Disease Control regarding all bloodborne pathogens, which includes HIV infection.  All "Cosmetology" services, as defined in M.G.L. c. 112, § 87T, including those rendered in connection with the arrangement of any wig, wiglet or hair piece upon the head of any patron, if offered for pay, must be performed in a licensed salon by licensed personnel only.  "SMOKING IS PROHIBITED WHILE WEARING A SHAMPOO CAPE, OR WHILE HAIR LACQUER OR HAIR SPRAY IS BEING USED." Retrieved from: "http://www.mass.gov/ocabr/licensee/dpl-boards/hd/regulations/rules-and-regs/240-cmr-300- salons.html#3.01"  Secure the appropriate building/plumbing/gas/electrical/mechanical permits through ISD’s.
  12. 12. P a g e | 12 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 To consider Planning: According to city of Boston Gov,  "Site Cleanliness License: Submit dumpster site plan, maintenance schedule, disposal contract, and rodent/pest control contract to ISD Environmental Services Division, 1010 Mass Ave, 4th Floor.  Storefront Signage: If you are located in a landmark building, Historic District, or Main Streets District, your signs will have to undergo design review with that board/organization. If not, they still may need to be reviewed by the Boston Redevelopment Authority.  Flammability Certificates: (Flame Certs) Required for each item in the shop that could pose a fire hazard. This includes but is not limited to: any carpet, tapestry/ceiling tile, curtain, any upholstered chair, couch, or non-metal furniture (including pedicure chairs), any wall covering, and other decorations.  Annual Permit: required by the Boston Fire Department to store certain flammable chemicals onsite."  The project quality must comply with the Boston Public Health Commission. Retrieved from :" http://www.cityofboston.gov/images_documents/AV%20Salon%20Printable%20updated_tcm3-27760.pdf" 2.5 Goal of the Project Team: The main aim of Project Team is to achieve the goals mention below:  Quality work  Perform in a manner that does not affect the traveling public  No violations of laws  Meet the project Milestones  Respond in a timely manner  Complete this project safely  Perform as a team  Customer satisfaction
  13. 13. P a g e | 13 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 3.0 Organizational and Management 3.1 Organizational Responsibilities for Project Quality (Influenced by SOAR7 ch-1, pg 11) The organizational responsibilities are delegate as per the activities of the TQM approach. Total Quality Management is about listening to customers, doing the right thing the very first time, identifying the cost of conformance and working on prevention measures, taking ownership and standing by the commitments for project quality. The Project Manager will be responsible for Quality Assurance and controlling activities and process, but he/she may delegate various tasks for internal functions of quality assurance on this project, the quality assurance activities are divided among the team members and management based on the organization approach for managing project quality. Each quality assurance and controlling activity defined in this plan is assign to a team member. The responsibilities are delegate based on the categories like mission, customer requirements, suppliers, objectives, continuous improvements, problem solving, jobs and people, management style, role of manager, rewards and recognition and measurement. The Project Manager, Project Team and the Project Sponsor will be responsible for implementing these project quality activities. Retrieved from: "http://src.alionscience.com/pdf/RAC-1ST/SOAR7_1st_Chapter.pdf" The following are the basic responsibilities of the Organization. These responsibilities are divided as per the quality process of Planning, Assurance, and Monitor and Control Project Sponsor: The owner of the cosmetic company sponsoring the project will be responsible for final approvals on the project. The project sponsor will be part of review and audit process the outcome of the deliverables. Project Manager: The project manager will be responsible for delegating tasks to the project team. Manage, assess, monitor, control and implement quality on this project. He/ She will be responsible to manage the entire project and producing quality deliverables for the success of the project. The project manager will be part of all the processes related to quality. Project Team: Project team includes Subject Matter Experts, QA manager, Procurement Manager, and Project Co-coordinator, Business Analyst, Marketing Team, Financial Advisor, Branch Manager and Lawyer. The PM will be delegating the tasks or activities to the team members. Project team will be responsible for collecting requirement, assessing data, reviewing quality on the project.
  14. 14. P a g e | 14 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 The following table defines the roles and responsibilities of Organizational Responsibilities for Project Quality. (Influenced by SOAR7 ch-1, pg 11) 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 Improvemen t "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
  15. 15. P a g e | 15 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 Retrieved from: "http://src.alionscience.com/pdf/RAC-1ST/SOAR7_1st_Chapter.pdf" 3.2 Quality Tools The following are the Quality Management Tools will be used to measure quality on the project.  Cause & Effect Diagram  Check Sheets  Meetings  Control Charts  Flowcharts  Pareto Diagram  Histogram  Scatter Diagrams  Expert Judgment  Project Documents (For additional, quality management tools and description refer to quality assurance tools section) 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 Measuremen t "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
  16. 16. P a g e | 16 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 4.0 Service Quality Requirements Objective: The primary benefits of meeting quality requirements include less rework, lower project costs, higher productivity, increased profitability and stakeholder satisfaction. 4.1 Customer Requirements The customer's requirements will be categorize as technical, users, regulatory, business, non- functional and functional as per the deliverables of the project. Data Collection for Customer Requirements: This project has two types of users' walk-ins and returnable. Users' requirements data collection is further assess to define customer requirements on this project. The outcome of data assessment of the users' for the project is mention below: (Data was collect personally by surveying 30 clients in an operating salon of Norwood, MA).  The employees must be friendly, professional, ethical, helpful, informative and presentable.  The services performed in the center must be safe as secured.  The employees must be quick in responding to customer's request.  The procedure for billing the customer's must be simple and fast.  The infrastructure of the center must appear to be attractive, hygienic and upscale.  The service provider must be easily approachable for the customer.  The staff members should always be willing to listen to customer and solve their concerns.  The staff members must be loyal, honest and should possess communication skills.  The products used for the services should be of high quality and should not be use beyond their expiration date.  The machines and other electronic equipments used in the center should be of high quality and full operational without any risks.  The prices should be reasonable for the services provided in the center.  Special discounts or packages should be offer for the returning clients.  The marketing plan or strategy should involve attractive discount offers.  The clinic must have a business License to operate legally.  The estheticians and dermatologist should have a Cosmetology License from the state.  The Catalog should look attractive and include all the services and prices offered in the center.  The Location of the center must be centrally located, near to commute and in a safe public area.  The business and services must operate as per the project management plan.  The services provided in the center must be better in terms of price, quality and variety from its competitors. In order for the project to be successful, it is important to collect data, analyze and assess to create and fulfill customer requirements. Customer requests are create based on accurate data and project deliverables. These requests will further be use for quality review and audit process. The type of customer requests is mention in the quality requirements table below.
  17. 17. P a g e | 17 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 4.2 Technical Specifications The specific and measurable technical attributes of the project is specify based on the WBS deliverables, type of customer requests and quality standards and procedures mention in QMP. The technical specification is use to add specific and measurable details to customer requests for further quality assessment against customer's acceptance criteria of the project. The technical specifications of this project are mention below:  Project Management Plan includes integration, scope, schedule, cost, quality, HR, risk, communications, procurement, stakeholders to comply with quality requirements on the project. In addition, it is also 100% comply with all the five process groups from PMI.  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, the plan also includes analysis of the company.  The Staff is 100% conformance with the state rules and regulations to meet the quality and mandatory requirements. In addition, the staff member also has a 100% valid state License that meets 100% to the standards of cosmetology to work legally in the salon.  The Financial Loan is durable for 5 years to buy some time to pay off. In addition, the bank also provides the plan for extension of 10 years of loan in order to plan for mitigation.  Business Insurance is purchase from a reliable company for better security. In addition, the business insurance also gives 100% coverage for malfunctioning in the business.  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, the contracts, agreements and licenses are notarize from the lawyer, once all the parties have agreed to sign.  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, the location is select in public area.  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, the interior is theme based, comfortable and cozy for better aesthetics of the salon.
  18. 18. P a g e | 18 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016  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, the marketing plan also includes special 50 % discount offers.  The Catalog includes all characteristic features like price, services, contact information and terms and conditions to meet basic functionality in the salon. In addition, the catalog also includes $100* extra for special rates of the services from expert esthetician.  Cosmetics used for the services are of XYZ company to maintain the perceived quality of our brand name. In addition, the cosmetics are purchase from other branded companies.  Products used for the services are 100 % compliance with Public health, safety and security standards for maintaining high quality in the salon. In addition, the products are purchase from branded companies.  Equipments used for the services are 100% compliance with the standards of Control of Substances Hazardous to Health (COSHH) for customer safety. In addition, the equipments should be functioning without defect.  The staff members are train to behave 100 % compliance with the code of ethics for appropriate business operational environment. In addition, the staff members are observe while working to comply with 100% customer's quality standards.  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, the services are perform should be 100% in compliance with public health, safety and security standards to avoid legal matters in future.  The staff training should comply with quality 100 % standards of health, safety and security for fulfillment of quality training requirement. In addition, the training should include undertaking terms and conditions from the customers for demo services.
  19. 19. P a g e | 19 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 4.3 Service Deliverables Acceptance Criteria The established quality standards related to customer, project, regulatory, organization, and the users' collected data would be use to determine the deliverables acceptance criteria that will be use for customer acceptance testing. The following are the acceptance criteria for this project:  Location: The Location must be in Boston area of Massachusetts State.  Marketing: The marketing plan must include special discounts for new customers.  Financial Loan: Business should be approve for 30 % loan based on the cost of overall business  Catalog: The catalog should include the list of names and photographs of the staff members performing various services  Makeup Cosmetics: The cosmetics used for services must be of MAC, Bobby Brown and L'Oreal  Products: The products used for services must be of Paul Mitchell  Staff: Minimum 20 Customers feedback form should be filled for the services performed by the staff members during training period  Equipments: Check the electrical and mechanical components that include bolts, screws, nuts and other mechanisms. Equipments must have return policy for defect or faulty equipments  Interiors: The furniture used for interiors must be of Deco Enzo  Services: All services should be performed by professionals and 100% Licensed esthetician  Staff Licenses: Staff must be 100% Licensed by MA state for Cosmetology, Esthetician and Nails technician  Contracts, Agreements and License: Contracts, Agreements and license should include 100% standards mention in quality plan for clear terms and conditions.  Business Insurance: 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  Business Plan: Business plan should involve SWOT analysis of the company  Project Management Plan: Project Management Plan should be approve by sponsor and reviewed by project manager before project executes.  Staff Training: 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.
  20. 20. P a g e | 20 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 5.0 Quality Assurance Plan The purpose of Quality Assurance Plan is to ensure that appropriate quality standards and definitions are use for project deliverables as planned and audit the process. This plan will guide on quality assurance activities, quality assurance responsibility, procedures to review and audit the identified requirements, Customer acceptance testing and process improvement plan. 5.1 Quality Assurance Activities Quality assurance activities are essential for managing and controlling quality on the project. The activities are defining on basis of quality standards, collected quality requirements and customer's acceptance criteria for each deliverables of the WBS on the project. The quality assurance activities are review, assess and audit for delivering quality deliverable on the project. The quality assurance activities of this project defined in the table below at the end of this section will be use by all team members and management for managing quality on the project. 5.2 Quality Assurance Responsibilities The Project Manager will be responsible for Quality Assurance and controlling activities and process, but he/she may delegate various tasks for internal functions of quality assurance on this project. The quality assurance activities are divided among the team members and management based on the organization approach for managing project quality. Each quality assurance activity defined in this plan is assign to a team member. He/She must follow the activities as defined for quality assurance. 5.3 Quality Assurance Review and Audit Procedure The main motive of review and audit procedure is to measure deliverables for managing, controlling and improving quality standards on the project. Quality Assurance activities are review by the project manager and team members related to the deliverables. The auditing procedure will be conduct by the management, sponsor or SME. He/ She may use various tools and techniques of quality plan, quality assurance and quality monitor and control that are compliance with PMI tools and techniques along with the standards define in quality management plan in order to perform review and audit procedure. The frequency of the review and audit procedure is schedule as per the activities requirements.
  21. 21. P a g e | 21 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 5.4 Customer Acceptance Testing Customer Acceptance Testing will be on basis of the framework of integrated test. The main purpose of quality framework is to ensure the customer that the quality of the deliverables has maintained throughout the project life cycle. Customer Acceptance testing is an integrated part of quality framework. It will be perform by assessing the measurable and specific customer requirements, quality standards and acceptance criteria for each deliverable. The frequency of testing will depend upon the requirement for acceptance testing over the period of the lifecycle. It can be performing weekly, monthly or on daily basis. The gatekeeper in the project milestone table is to ensure that customer acceptance testing needs to take place for the project deliverables before it crosses the milestone date. Sponsor or SME will be present during customer acceptance testing for reviewing and auditing the procedures followed during testing to satisfy the acceptance criteria and accept the results or reports of quality assurance for each deliverable. The three categories of customer acceptance testing are as follows: Operational Acceptance Test, Contract and Regulation Acceptance Test and Business Acceptance Test.  Operational Acceptance Test: This testing will be performed to verify if the processes and procedures are operational as per planned. This testing will verify the readiness to operate the salon business. This testing will performed by auditing training and demo sessions on daily basis, evaluating the list of services to be perform, hands on experience of the staff, checking the functionality of all electronic equipments, products to be use according to skin types, makeup cosmetics, procedures for quality hygiene maintenance of the salon, security procedures, and procedures for disaster recovery.  Contract , Regulatory and Legal Standards Testing: This testing will be performed to test the products, equipments, recruitment, loans, interiors and all necessary deliverables have followed the terms and conditions of government, legal and safety quality standards that complies with the acceptance criteria of the customer. This testing will be perform by verifying and auditing the contracts, agreements, business licenses, insurances, staff licenses, project management plan documents, the interior design and plan and any additional procurement documents created during the lifecycle of the project.  Business Acceptance Testing: This testing will be performed to test the business plan, implementation of marketing strategies, project management plan, location for business, staff members behavior and background check, business stationary items, catalog, furniture of interiors, clients comfort level, training material, miscellaneous and finances are in compliance with the business quality standards and acceptance criteria. This testing will be performing by using auditing tool and technique for each of the deliverables related to Business. Quality Analysis: The outcome of testing will be as pass or fail results in the form of the report for each of the deliverable. The Assessment of the report will help the customer decide for further investigation and for the need of process improvement depending on the results. If the results are positive then it will indicate that the deliverable has passed the criteria for quality assurance and it is acceptable for the customer and if the results are negative then it will indicate for that the deliverable has not passed the test for quality assurance and need process improvement.
  22. 22. P a g e | 22 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 The table mention below includes the list of milestones, gatekeeper for testing process and their completion dates. The process of review and audit will be performing in compliance to the dates mention below for the customer acceptance testing. 5.5 Process Improvement Plan The process improvement plan is a systematic approach for quality improvements in the process and project based on the analysis of performance. The purpose for process improvement plan is to improve the performance on the project. The process used for improvement in project will be on basis of TQM method. The steps involved in this process are as follows: Influenced by Duke University School of medicine,  "Focus: Define and verify the process to be improved  Analyze: Collect and analyze data to establish baselines, identify root causes and point toward possible solutions  Develop: Based on the data, develop action plans for improvement, including implementation, communication, and measuring/monitoring  Execute: Implement the action plans, on a pilot basis as indicated, and  Evaluate: Install an ongoing measuring/monitoring (process control) system to ensure success". Retrieved from: "http://patientsafetyed.duhs.duke.edu/module_a/methods/methods.html" High level Milestone Gatekeeper (CAT) Completion Date Project Completion 12/12/2016 12/21/2016 Project Plan Approval 03/18/2016 03/22/2016 Finalize Location 04/20/2016 04/30//2016 Interiors 09/20/2016, 10/20/2016 11/20/2016, 12/21/2016 12/18/2016 Marketing Plan and Designs 07/20/2016 07/30/2016 Marketing 11/01/2016 04/01/2017 Recruiting Staff 10/09/2016 12/12/2016 Staff Training 12/21/2016 12/20/2016 Finance 05/30/2016 06/12/2017 Licenses and Insurance 04/20/2016 04/30/2016 Opening of the Center 12/20/2016 12/21/2016 Finalize Dealers, Products, Cosmetics and equipments 05/30/2016 -07/20/2016 07/30/2016
  23. 23. P a g e | 23 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 According to PMI, quality assessment tools and techniques that can be use for quality assurance are mention in the table below: Tools and Technique Description Project Quality Planning Cost- Benefit analysis Compares the cost of the quality step to the expected benefit Cost of quality Includes all costs incurred over the life of the product by investment in preventing non- conformance requirements, and rework due to failure. Seven Basic Quality tools 7QC tools are use within the context of PDCA cycle to solve quality- related problems. Benchmarking Involves comparing actual or planned project practices to those of comparable projects to identify best practices, generate ideas for improvements and provide a basis for measuring. Design of experiments Statistical method of identifying which factor may influence specific variables of the product or process under development or in production. It is also use to determine the number and type of tests and their impact on cost of quality. Statistical sampling Involves choosing part of population of interest for inspection Additional quality planning tools (by PMI) This involves braining storming, force field analysis, nominal group technique, quality management and control tools Meetings Team members, experts or management meet to discuss, use tools and techniques and to make decisions. Project Quality Assurance Quality Management and control tools Affinity diagram, process decision program charts, interrelationship digraphs, tree diagram, prioritization matrices, activity network diagrams, matrix diagrams Quality audits Is a structured, independent process to determine if project activities comply with organizational and project policies, processes, and procedures Process Analysis It examines problem experienced, constraints experienced, and non-value- added activities identified during process operation. Process Analysis includes root cause analysis a specific technique to identify problem, underlying causes that lead to it and develop preventive actions. Project Quality Monitor and Control Seven basic quality tools Same as above Statistical sampling Samples are selected and tested as defined in quality management plan Inspection It is an examination of a work product to determine if it conforms to document standards. The results of an inspection generally include measurements and may be conduct at any level. Reviews, peer reviews, audits or walkthroughs as all known as types of inspection. An inspection is also use to validate defect repairs. Approved change requests review All approved changes should be review to verify that they were implementing as approved. For further details on tools and techniques refer to PMBOK guide* Project Management Institute. (2013). A Guide to the Project Management Body of Knowledge, Fifth Edition (PMBOK Guides, Quality chapter).Newtown square, pennsylvania: project Management Institute, Inc.
  24. 24. P a g e | 24 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 6.0 QUALITY CONTROL PLAN The quality control plan is use to provide validated deliverables with the help of monitoring specific project results to determine if the deliverables comply with the specified and defined quality standards. This plan provides with quality control activities and responsibilities along with recommendations for quality control by eliminating the unsatisfactory results. The table documents the quality control plan components that are as follows: 6.1 Quality control activities: These activities are determine by customer requirements, quality standards and acceptance criteria 6.2 Quality control responsibilities: The overall quality control responsibilities are of project manager about 25%* quality responsibilities are of project sponsor 6.3 Metrics: Metrics are use to validate the quality control activities on the project 6.4 Non-compliance reporting: The project team will document and maintain all records of project and product for reporting to the customer on the project. These documents will be useful for assessments and will provide as evidence. It will be useful for customer to trace and assess the performance throughout the project life cycle. The project team will commonly share the reporting data and reports produced as part of quality review and audit online on reporting software. o Project Deliverables Status: The records include the process and product assessments reports, metrics, monthly/ weekly status, completed checklists, compliance reports. This reports the status of the project deliverables. o Product Deliverables Status: The records include the process and product assessments reports, metrics, monthly/ weekly status, completed checklists, compliance reports. This reports the status of product deliverables. o 6.4.1 Communication and Reporting: The project team will follow the principles for reporting and distributing information among the stakeholders within the project(Internal) and outside the project(External).The following table describe how often the reporting will take place, the type of reports or information, medium of communication, and the type of meetings that are based on internal and external recurring communication activities.
  25. 25. P a g e | 25 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 Recurring Communication Activities 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
  26. 26. P a g e | 26 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 6.5 Change Management Plan Change management plan is a part of formal project management plan documenting the changes that are tracked on the project from the initiation to closing process to manage changes effectively. The change requests will be distinguish by project management or executive level. The changes affecting the project goals and the scope of the project will categorize into Project management level and changes that are not affecting the goals and scope of the project will categorize into executive level. The change request will be process by the established procedures and standards in this document. The change request will be document in the change management matrix. The CCB will be responsible for reviewing the change requests on both levels and the sponsor will be responsible for either approve or reject the change request. 6.5.1Change Procedure The change requests are used to manage changes on the project with the project baselines for the success of the project. All changes to the baselines are tracked and requested for change, these requests would be assessed to verify the impact of change on other deliverables. The change can be requested from any stakeholder on the project by submitting a formal change request form. The change requests flow mention below would be used for requesting change on this project. All change requested would flow as per the process designed below. STEP 1-GENERATE CR A stakeholder requesting change will complete the CR Form and send the completed form to the Project Manager STEP 2-EVALUATE CR Project manager will review the CR and provide an estimated level of effort to process, and develop a proposed solution for the suggested change STEP 3-AUTHORIZE CR Approval to move forward with incorporating the suggested change into the project/product STEP 4-IMPLEMENT CR If approved, make the necessary adjustments to carry out the requested change and communicate CR status to the submitter and other stakeholders LOG UPDATED STATUS REPORT STATUS
  27. 27. P a g e | 27 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 6.5.2 Change Management Support The stakeholder who submits a change request must use the CRM tool accessible through company website under support section. Any stakeholder who is not able to submit the request through the support system must email the change request to the project manager responsible for managing change on this project. She/he will then follow the procedure mention in this plan. 6.5.3 Change Control Board (CCB) The requested change will only be approved after the CCB has reviewed the form and the sponsor has approved the change request. The following table describes the roles and responsibilities of all the members of the CCB. Role Responsibility Sponsor Review and Approve CR SME's Review and suggestion Financial advisor Review and suggestion Project Manager Change management plan, Assess, review, suggestion and involve in decision making process Quality Manager Review and suggestion Procurement manager Review and suggestion 6.5.4 Change Request Policy  The change request must be submitted through, the change request procedure mention in this plan. The change request form should be submitted on the company support section.  CCB will be responsible for reviewing and giving suggestions for the change requests.  The sponsor will be authorized to approve or reject change request at all levels.  The project manager will be responsible for implementing and updating the project documents and stakeholders Change Request Form ( Refer to Section 7.7)
  28. 28. P a g e | 28 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 7.0 Documentation and Checklists 7.1 Quality Management Process: According to PMI The project management plan must comply with the quality process, tools and techniques of PMI. Knowledge Areas Major Processes Primary Inputs Tools & Techniques Primary Outputs QUALITY Quality Planning Identifying which quality standards are relevant to the project and determining how to satisfy them. 1. Enterprise environmental factors 2. Organizational Process Assets 3. Project Scope Statement 4. Project Management Plan 1. Cost-Benefit analysis 2.Benchmarking 3. Design of experiments 4. Cost of quality (COQ) 5. Additional quality Planning Tools 1. Quality management plan 2. Quality Metrics 3. Quality Checklists 4. Process Improvement Plan 5. Quality Baseline 6. Project Management Plan (updates) Perform Quality Assurance Applying the planned systematic quality activities to ensure that project employs all processes needed to meet requirements 1. Quality management plan 2. Quality Metrics 3. Process Improvement Plan 4. Work performance Information 5. Quality control Measurements 6. Approved Change Requests 7. Implemented Corrective Actions 8. Implemented Preventive Actions 9. Implemented 1. Quality planning tools and techniques 2. Quality audits 3. Process analysis 4. Quality control tools and techniques 1. Requested Changes 2. Corrective Actions 3. Organization process assets (updates) 4. Project management plan (updates)
  29. 29. P a g e | 29 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 Change Requests 10. Implemented Defect Repair Perform Quality Control Monitoring specific project results to determine whether they comply with relevant quality standards and identifying ways to eliminate causes of unsatisfactory performance. 1. Quality management plan 2. Quality Metrics 3. Quality Checklists 4. Organization process assets 5. Work performance Information 6. Approved Change Requests 7. Deliverables 1. Cause and effect diagram 2. Control charts 3. Flow-charting 4. Histogram 5. Pareto chart 6. Run Chart 7. Scatter diagram 8. Statistical sampling 9. Inspection 10. Defect repair review 1. Quality Control Measurements 2. Validated Defect Repair 3. Quality Base line (updates) 4. Recommended Corrective Actions 5. Recommended Preventive Actions 6. Requested Changes 7. Recommended Defect Repair 8. Organization process assets (updates) 9. Validated deliverables 10. Project management plan (updates)
  30. 30. P a g e | 30 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 7.2 Quality Checklists Template Quality Checklist Template Retrieved from: "www.ProjectManagementDocs.com" Quality Checklist Project: Date: Verification Quality Item Yes No N/A Date Comments Does the project have an approved quality management plan? Has the quality management plan been reviewed by all stakeholders? Do all stakeholders have access to the quality management plan? Is the quality management plan consistent with the rest of the overall project plan? Have product quality metrics been established, reviewed, and agreed upon? Have process quality metrics been established, reviewed, and agreed upon? Do all metrics support a quality standard which is acceptable to the customer? Do all metrics have agreed upon collection mechanisms? Do all metrics have an agreed upon collection frequency? Have quality metrics review meetings been scheduled throughout the project's duration? Are all metrics clear, measurable, controllable, and reportable? Is the project team familiar with the project's quality review process? Does the project have an appropriate number of resources assigned for quality assurance and
  31. 31. P a g e | 31 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 control? Has the project team established a repository for all quality documentation? Do all team members have access to the quality documentation repository? Have all appropriate team members been notified of their required participation in quality reviews? Have quality responsibilities been assigned and documented and the applicable personnel notified? Have product and process quality standards been established, documented, and communicated? Have quality thresholds and limits been established, documented, and communicated? Does the change control process accommodate project changes based on quality improvements? Has a project quality manager been assigned? Is the project sponsor aware of his/her responsibilities relating to quality acceptance? Is the customer aware of his/her responsibilities relating to quality acceptance?
  32. 32. P a g e | 32 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 7.3 Example Requirements Review Checklist: Intended use of this checklist When examining a set of requirements (which may be in a Statement of Work), the reviewer might use the following questions to see that the document is adequate, perhaps while doing some type of review. ID Defect Type Items to Examine 1.1 Organization and Structure of the Documentation 1 Standards Have appropriate requirements documentation standards been followed? 2 Standards Are all figures, tables, and diagrams labeled and referenced? 3 Standards Are all terms and units of measure defined? 4 Standards Are all requirements written at a consistent and appropriate level of detail? 5 Standards Are individual requirements rated (or ranked), with descriptions of priority provided? 6 Unverifiable Do the requirements provide an adequate basis for test? 1.2 Completeness and Correctness 7 Correctness Are all internal cross-references to other requirements correct? [For modifiability, minimize cross-references.] 8 Incomplete Are all classes of users described? Are the user characteristics described? 9 Incomplete Does the specification include all known customer needs? Are all the tasks the user wants to perform specified? 10 Incomplete Does each functional requirement specify input and output, as well as function, as appropriate? 11 Incomplete Have all dependencies on other systems been identified? (applications or application interfaces, databases, communications subsystems, networking, etc.) 12 Incomplete Are user documentation and training requirements addressed? 13 Incomplete Are the products and machines specified? 14 Incomplete Have all derived requirements been included? (those implied by the system or software requirements, generally constraints on development or verification) 15 Incomplete Has full life cycle support been addressed, including maintenance? 16 Incomplete Are any design or implementation constraints described? 17 Incomplete Are all reliability, recoverability (business continuity), and performance requirements properly specified? 18 Incomplete Are all security requirements properly specified? 19 Incomplete Are all safety requirements properly specified? 20 Incomplete Have all data privacy requirements been included? 21 Incomplete Are time critical functions identified, and timing criteria specified for
  33. 33. P a g e | 33 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 them? 22 Incomplete Have any regulatory, legislative, or standards-driven requirements been addressed? 23 Incomplete Have all quality attributes (characteristics) been properly specified (i.e. efficiency, flexibility, interoperability, maintainability, portability, reusability, usability, availability) 24 Interface Have the customer interface requirements been addressed? Are they correct? 25 Interface Are all communication interfaces defined? Are they correct? 1.3 Consistency and Clarity 26 Inconsistent Does the specification agree with all relevant higher level documents? 27 Inconsistent Are the requirements free of duplication and conflict with other requirements? 28 Inconsistent Is each requirement written in consistent, clear, concise language? 29 Ambiguous Does each requirement have only one interpretation? If a term could have multiple meanings, is it defined? 30 Unverifiable Is each requirement verifiable by testing, demonstration, review, or analysis? 31 Unverifiable Are there measurable acceptance criteria for each functional and non- functional requirement? Traceability 32 Interface Is each requirement uniquely and correctly identified? 33 Interface Is each requirement traceable to its source (including derived requirements)? Special Issues 34 Other Is each requirement in scope for the project? 35 Other Are all requirements actually requirements, not design or implementation solutions? 36 Other Are the time-critical functions identified, and timing criteria specified for them? 37 Other Are all significant consumers of scarce resources identified? 38 Other Have internationalization issues been adequately addressed?
  34. 34. P a g e | 34 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 7.4 Checklist for Quality Control Project: Reviewed By: Review Date(s): Project Schedule Yes No Comments Resource allocations do not exceed 100%? Project Schedule (MS Project Plan or other schedule tool) is base lined? All tasks (excluding summary & milestone) have resources assigned? All project phases realistically represented? Change Management Documentation Review Yes No Comments CCB minutes are updated weekly with next actions, owners, and due dates? Change Orders are properly documented and contain all necessary impact assessments and approvals? Approved change orders are reflected in the schedule? Risk & Issue Documentation Review Yes No Comments Risks & Issues are properly documented in the tracking tool? Risks & Issues not open greater than 30 days? Risks & Issues properly categorized? Requirements Traceability Matrix Audit Yes No Comments User requirements are traced? Requirements uniquely identified and traced to design document(s)? Have business processes impacted by the project been identified? Test Plan & Review/Inspection Yes No Comments
  35. 35. P a g e | 35 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 customer test plan defines coverage requirements? Realistic testing & repair work estimates in project schedule? Integration test ? Design Document Inspection Yes No Comments Approvals obtained and documented in the design or a corresponding document? Design free of spelling and grammar errors? Proper template used to create the design? General Observations [Replace this text with information regarding the results of the quality assessment.] Actions ID Action Item Assigned To Due By [mm/dd/yyyy] [mm/dd/yyyy] [mm/dd/yyyy] Comments Approvals Project Customer: _________________________ Date: ___/___/____
  36. 36. P a g e | 36 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 7.5 Salon Equipments checklist COMBS AND BRUSHES You need to have the right hair brushes and hairdressing combs in your beauty salon. Here is a list: • Square Brush • Rattail Comb • Wide-Toothed Comb • Tail-End Comb • Round Brush • Two Vent Brushes • Paddle Brush • Two Smoothing Brushes • Thermal Brush • Teasing • Wide- Tooth Brushes • Rat-Tail Comb • Two-Tail Comb • Regular Brushes And Combs • Pitchfork • Rake Hair Brushes And Combs ELECTRONIC GROOMING EQUIPMENT You can ask your hairstylist for suggestions and recommendations on the types of scissors and clippers that they would like to use. Here is a sample list: • Trimming Scissors • Barber Scissors • Hair Clippers • Ridged Curling Iron • Curling Iron • Hair Straightener • Big Barrel Curler • Curling Comb Hair Dryer
  37. 37. P a g e | 37 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 HAIR STYLING TOOLS To keep up with the different hair styling demands of your customers, you will need the latest hair styling tools. Always check some hair styling magazines to get an idea about the latest styling tools that are used in this business, but here is a sample list: • Hair Straighteners • Blow Dryers • Diffusers • Hair Curlers • Hot Rollers • Multi-Styling Kits OTHER SUPPLIES The other supplies that you would require for your hair salon include: • Hair Clips • Mixing Bowls • Aprons • Water Sprayers • Applicator Brushes • Paper Towels • Handheld Mirrors • Geyser • Rubber Gloves • Plastic Gloves • Hair Steamers/Hair Processors • Hood Dryers • Shampoo Bowls PROFESSIONAL HAIR CARE PRODUCTS • Shampoos • Conditioners • Hair Straightening And Perming Kits • Styling Gels • Serums • Mousse • Hair Colors • Hair Dyes • Hair Extensions • Wigs
  38. 38. P a g e | 38 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 FURNITURES HAIR STYLING CHAIRS: This is the most basic furniture that you will require for your hair salon. You will find a variety of hair styling chairs that comes in different colors and forms. HAIR STYLING STATION: A hair styling station should include a mirror, storage drawers, tool compartments or tool holders and an electrical outlet. There are various designs and amenities provided with the hair styling station that you can choose from. CARTS AND TROLLEYS: This very important furniture equipment allows hairstylist have all the styling tools right next to them while attending to a client. It enables easy storage and portability of the styling tools and keeps you organized. RECEPTION DESK: The first place that your clients see is the reception area. So you will need a reception desk that is stylish. You can choose a large or a small reception desk; it depends on the layout of your salon, the size of your business and your budget. WAITING AREA CHAIRS: You may not be able to attend to every client simultaneously. Clients might need to wait few minutes before their preferred stylist is free, hence the need for waiting area chairs for such clients. Waiting area seats can be either chairs or a couch, depending on your budget. Moinsights, List of salon equipments, retrieved from:" https://moinsights.wordpress.com/tag/list-of-salon- equipment/"
  39. 39. P a g e | 39 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 7.6 Requirements checklist on how to open a salon in MA 1. BUSINESS PLANNING  Draft a business plan 2. LOCATION  Choose a location and draft a detailed floor plan 3. ZONING AND PERMITTING  Contact the Building Department and determine which building permits or certificates you may need.  Ensure signage meets regulation.  Check with the Conservation Commission that you meet wetland regulation. 4. LICENSING  Become (or hire) a registered master barber and obtain a barber shop license  Obtain additional necessary permits or licenses 5. BUSINESS CERTIFICATE  Get a Doing Business As (DBA) Certificate from the City Clerk (only if company will be a sole proprietorship or general partnership). 6. TAXES  Visit the City Assessor's Office  File the appropriate forms then begin bill payments in person or by mail 7. INTERNAL REVENUE SERVICE  Call the Internal Revenue Service office in Boston  File federal tax forms for your business  Get a federal tax identification number 8. MASSACHUSETTS DEPARTMENT OF REVENUE  Contact the Massachusetts Department of Revenue  File Massachusetts state tax forms for your business  Get a Sales Tax Registration Number and Certificate 9. INSURANCE  Do a risk assessment and inventory of your business’s facility and property
  40. 40. P a g e | 40 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 PROJECT CHANGE REQUEST FORM This Project Change Request Form must be completed to request approval for a significant business, technical or financial change to the approved requirements in the original Project Plan. Please attach any supporting documentation that will be helpful for the approval process. Please submit the form to the Steering Committee Chairperson, with a copy to the ISD Project Office. 1. PROJECT DETAILS Name of Project File references Marval P/Tracker Central 2. REQUEST DETAILS Date of Request Request No. Name of Requestor Project Position 3. CHANGE DETAILS Project Category Proposed Change Reason for Variance Scope Time Cost Quality Risk Management Communications Other (add cat. name) 4. CHANGE JUSTIFICATION Priority Immediate Essential Urgent High Medium Low Intended outcome(s) Expected benefit(s) 5. IMPACT OF CHANGE List any important impact of the change(s) on the Project deliverables 6. FORM DISTRIBUTION LIST Name Position/Department Distribution method Date distributed 7. SUPPORTING DOCUMENTATION CHANGE APPROVAL RESPONSE DETAILS (To be completed by project sponsor) Approved (Yes/No) Decision date Decision made by Decision reason Resulting Action
  41. 41. P a g e | 41 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 The following table describes the requirements for each deliverables depending upon their type and their acceptance criteria who is responsible to meet the acceptance criteria. QUALITY MANAGEMENT PLAN MATRIX- APPENDIX A Req uire ment ID# Deliverables Requirement Type Technical Specifications and Requirement Description Customer Acceptance Criteria Responsibilit y 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 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 3.0 Staff Licenses REGULATORY 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 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 Business should be approve for 30 % loan based on the cost of overall business FINANCIAL ADVISOR
  42. 42. P a g e | 42 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 loan in order to plan for mitigation. 5.0 Business Insurance REGULATORY 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 PROCUREME NT MANAGER 6.0 Contracts, Agreements and Licenses REGULATORY 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. PROCUREME NT MANAGER 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 standards of public health, safety and security department, the location is select in public area. Location of the salon should be Boston PROJECT MANAGER 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 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 10.0 Catalog BUSINESS The Catalog includes all characteristic features like The catalog should include the list of MARKETING
  43. 43. P a g e | 43 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 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. names and photographs of the staff members performing various services MANAGER 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 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 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 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 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 All services should be performed by professionals and 100% Licensed esthetician QA MANAGER
  44. 44. P a g e | 44 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 avoid legal matters in future. 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
  45. 45. P a g e | 45 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 The following table documents the requirements ID, deliverables, quality standards, quality assurance and controlling activities, person responsible for the activities, frequency, occurrence, quality assessment checklist, Outcome for pass or fail and quality implementation plan. Quality Assurance Plan Matrix- APPENDIX B Re qui re me nt ID # WBS # Quality Standards Quality Assurance Activity, Tools and Technique Responsibility Occurrence and frequency QA Audit Activity Occurrence and frequency Responsibility Quality Assessment Test (Checklist) Quality Analysis Results: Pass/ Fail Quality Implementation Plan "Focus: Define and verify the process to be improved Analyze: Collect and analyze data to establish baselines, identify root causes and point toward possible solutions Develop: Based on the data, develop action plans for improvement, including implementation, communication, and measuring/monitoring Execute: Implement the action plans, on a pilot basis as indicated, Evaluate: Install an ongoing measuring/monitoring (process control) system to ensure success" 1.0 Project Managem ent Plan 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 also100% 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. Benchmark Project management plan, Review PMBOK for processes and standard, Review project charter PROJECT MANAGER 03/05/ 2016 And when needed during planning Audit the project management plan 03/18/2016 Once during planning phase SPONSOR Does the project management plan include PMI standards and procedures? Does the plan include all the processes and knowledge area? Do we need to improve? 2.0 Business Plan 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 Review OPA, Benchmark business plan for planning PROJECT MANAGER 02/15/2016 And when needed during planning Audit the Business plan before approval 02/25/2016 Once during planning phase SPONSOR Does the plan include SWOT analysis? Does the plan include basic cost and schedule? Does the plan include other components of business plan?
  46. 46. P a g e | 46 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 analysis of the company; Business plan should involve SWOT analysis of the company. 3.0 Staff Licenses 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 be100% Licensed by MA state for Cosmetology, Esthetician and Nails technician Review Quality standards in the quality plan for interviewing process, Review staff License details HR MANAGER 10/09/2016 And when needed during interviewing process Audit the staff licenses by verifying the license number and identification of the staff 12/10/2016 And when needed during recruiting and signing contracts PROJECT MANAGER Does the staff member have a valid cosmetology License? Does the staff member have a valid work permit? Does the License comply with regulatory and legal standards? 4.0 Financial Loan 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 Review Cost Statement, Review Risk Register, Review loans terms and conditions FINANCIAL ADVISOR 04/01/2016 And when needed Audit the terms and conditions for the loan approval 05/30/2016 And when needed PROJECT MANAGER Does the Loan approve for 30%? Does the Loan mention the terms and conditions clearly? Does the Loan mention the approval amount and time for paying back? 5.0 Business Insurance 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 Review the list of insurance requirements in Quality Plan, Review terms and conditions of insurance PROCUREMEN T MANAGER 04/01/2016 And when needed Audit the list of Insurance purchased and verify the criteria for insurance coverage 04/28/2016 And when needed PROJECT MANAGER Do the insurances cover all aspects of running the business smoothly? Do the insurances specify the terms and conditions clearly? Are the sources reliable and trustworthy? 6.0 Contracts, Agreemen ts and Licenses The Contracts, Agreements and Licenses are 100% conformance with the business and service standards to avoid problems in the business on later stages. In addition to100% conformance with the 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 Licenses should include 100% of the standards mention in quality plan for clear terms and conditions Review Procurement Document, Review notarization procedure, Review terms and conditions for contracts or agreements Review the list of requirements for Licenses required PROCUREMEN T MANAGER When needed Audit the contracts and agreements terms and conditions Audit the Licenses purchased When needed PROJECT MANAGER Does the contract include all the required terms and conditions as per quality and standards? Has the lawyer notarized the contracts, agreements and licenses? Do we have all the required Licenses to operate the business smoothly? 7.0 Location The Location of the salon is 100% conformance Review PROJECT 03/10/2016 Audit the 04/20/2016 SPONSOR Does the Location comply with the
  47. 47. P a g e | 47 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 with the standards of public health, safety and security department for performing smooth business operations. In addition to, 100% conformance with the standards of public health, safety and security department, the location is select in public area; Location of the salon should be Boston Quality Standards in Quality plan, Review requirements document, Review various locations in Boston MANAGER And when needed Location as per the requirements documents and quality standards mention in QMP And when needed quality, business and regulatory standards? Does the Location meet the business requirements? Is the Location safe and secured for customers? Is the Location in public area of Boston? 8.0 Interiors 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 Review quality standards for interiors in QMP, Review Requirements Documents, Review Scope management plan, Review the work in progress PROJECT MANAGER 05/01/2016 Once every month till work is completed Audit the interiors as per the quality standards 09/20/2016 And when needed SPONSOR Does the interior design plan comply with quality, business and regulatory standards? Are the furniture used of the Deco Enzo? Is the ambience theme comfortable and cozy? Does the interior's meet all the project requirements? 9.0 Marketing 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 Review requirements document, Review quality standards for marketing MARKETING MANAGER 07/01/2016 And when needed Audit the marketing designs by verifying with requirements documents 07/20/2016 PROJECT MANAGER Does the marketing cover all aspects for business? Does the strategy include 50% discount for new customer? Does the marketing plan cover implementation process as per quality standards? Has the plan included to designs all the requirements of stationary, entrance board, catalog, feedback forms consultation forms and outdoor marketing. 10. 0 Catalog 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 Review requirement document, Review HR plan, Review catalog design MARKETING MANAGER 07/01/2016 And when needed Verify the catalog design with quality requirements document 07/20/2016 PROJECT MANAGER Does the catalog look attractive? Does the catalog include all the services and prices? Does the catalog include the names and pictures of the experts along with special rate of additional $100* 11. 0 Make-up Cosmetics Cosmetics used for the services are of XYZ company to maintain the perceived quality of Review Quality QA MANAGER 06/01/2016 Audit the makeup 07/29/2016 PROJECT MANAGER Are ABC company's makeup cosmetic used?
  48. 48. P a g e | 48 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 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. Standards for cosmetics in QMP, Review requirements document, Review cosmetics ingredients And when needed cosmetics during training and demo Does the makeup cosmetic kit include cosmetics from MAC, Bobby Brown and L'Oreal? Are the makeup cosmetics safe to use on the clients? Do the makeup cosmetics comply with the regulatory, business and client's standards? 12. 0 Products 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 Review Quality standards for products in QMP, Review requirements document, Review products ingredients QA MANAGER 06/01/2016 And when needed Audit products used during training and demo 07/29/2016 PROJECT MANAGER The products used are from Paul Mitchell? Does the product comply with regulatory, business and clients standards? Are the products safe to use on the clients? 13. 0 Equipmen ts 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 100% 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 Review Quality standards for Equipments, Review requirements documents, Review return policy and functionality QA MANAGER 06/01/2016 And when needed Audit the equipments functionality during training demo 07/29/2016 PROJECT MANAGER Are the equipments in working and proper standardized order? Were the equipments mechanical and electrical components checked before purchasing? Do the equipments comply with regulatory, business and clients standards? Do the equipments have good return policy? Are the equipments safe and easy to use? 14. 0 Staff The staff members are train to behave 100% compliance to 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 20 Customers feedback form should be filled for the services performed by the staff members during training period Review Quality management plan for standards, training requirements, review requirements document, Review staff PROJECT MANAGER 12/13/2016 And when needed Audit customer feedback form from training demo, Audit staff background before recruiting 12/20/2016 SPONSOR Is the staff behavior in compliance to code of ethics? Is the staff background check clear? Does the client have positive customer feedback? Is the staff performing above average for the training? Are the customer satisfied by the staff performance and services? Is there any additional customer's feedback for the staff?
  49. 49. P a g e | 49 REJUVENATE SALON Document Author Reekita Shah Alias Gala Monday, April 25, 2016 resumes before interviewing, Perform quality assessment for feedback forms. 15. 0 Services The services performed in the salon comply 100% 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 in 100% 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 Review quality standards in QMP, Review HR plan, Review the list of services salon will be providing QA MANAGER 12/12/2016 And when needed Audit services during training demo 12/21/2016 PROJECT MANAGER Is the list of all services completed? Do the services performed comply with the business, regulatory and client's standards? Are the services safe to perform on the client? 16. 0 Staff Training The staff training should comply 100% with quality 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. Review quality training materials and requirements, Review quality standards in QMP TRAINER 12/12/2016 And when needed Audit training demo process 12/21/2016 SPONSOR Does the training material comply with quality standards of business, clients and regulatory? Does the training include demo of services, products, cosmetics and equipments? Are the staff members having hands on experience for performing the services? Are the clients comfortable with the trainee's services? Are the undertaking taken from the client before performing the services? Are the clients feeling secured, safe, comfortable and cozy? Is the hygiene maintained while performing the services?

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