The Quality Management Plan outlines standards and metrics for the Operation PC Installation project. It includes pre-administered client surveys, hardware/software supplier selection, and customer satisfaction ratings standards. Key metrics are a 50% survey response rate, supplier evaluations, and user satisfaction ratings after installation. Problem reporting and corrective actions will have clear roles. Suppliers will be closely monitored and changes documented with sign-off. Quality metrics and checklists are provided to measure success.

1. Quality Management Plan
Project Name: Operation PC installation
Introduction
The main goal of this project is to deploy a new workstation installation for Herriard head
office with networking domain system. This project provides to improve the work
efficiency by providing a workstation for each of office staff. The new office network
environment should increase information flow which should reduce the mistakes and
delay of forwarding paper documents.
Quality Standards
1. Pre administered “Client Surveys” standards: Pre administered “Client Surveys”
standard will be referred to corporate standards for developing and administering
surveys to employees. Quantitative and qualitative information will be collected
through survey.
2. Hardware and software supplier selection standards: Regarding of supplier
selection, Herriard need to rethink about cooperate standards. So far Herriard has
been using services of a local System Integration firm called Wollocomp,
however since upgrading computer infrastructure Harriard will reconsider the
standards of supplier selection.
3. Customer Satisfaction Ratings standards: For customer satisfaction will be
performed after workstation installation completed. Customer Satisfaction Ratings
standards will be measured by the several aspect such as how improve efficiency
for work and communication at workplaces.
Metrics
Metrics measure quality performance. Several metrics apply for this project and more
may be developed as the project progress. The project team will use a few metrics as
follows;
1. Survey response rate: For the survey to be successful, target survey response rate
is 50% of head office staffs including managements.
2. Supplier Evaluation sheet: Project team will prepare for the supplier list after
evaluation. Evaluation will be based on the quote provided by hardware and
software supplier including current system support service provider Wollocomp.
3. User satisfaction after installation of PCs: After workstation installation, all head
office staffs must complete the evaluation for new workstation system. According
to the user’s evaluation, Customer Satisfaction Ratings will be rated.
Problem Reporting and Corrective Action Process
Projects plan will include clear roles and responsibilities for all stakeholders. The person
who is responsible for the individual task should report problem to appropriate managers.
This project will be covered for office work station installation; however Harriard will
perform three projects at the same time. Other 2projects are laptop installation for Sales
offices and CAD system for designers. Each individual understands that other 2projects
will be undergoing as well.
Supplier Quality and Control
The project manager will closely monitor work performed by suppliers with assistance
from our supplier management department. The contract must clearly state quality and

2. metrics. Also every time supplier offered some changed, these changes will be
documented and signed by both party. Without sigh off, changed made may not be
accepted.
Quality Metrics
September 29, 2009
Project Name: Operation PC installation
The following quality metrics apply to this project:
1. Survey response rate: In order for survey to be successful, a response rate of at
least 50% must be archived. Surveys will be posted through Intranet site so
advised all office staffs to access to Intranet to perform survey and submit
thorough Intranet. The submitted survey through Intranet will automatically track
the rate. To archive 50% response rate, project team will notify all necessary
information such as duration of survey and how to access survey foams by email.
2. Supplier Evaluation sheet: Supplier Evaluation sheet will be created based on the
quote provided by hardware and software supplier. This evaluation sheet will
provide view of judging supplier.
3. User satisfaction after installation of PCs: Customer Satisfaction Ratings will be
rated based on the evaluation after workstation installations. This evaluation will
be completed by all the head office staffs and to be used to make comparison
before and after workstation instillation project how work environment improve.
For example, question will be asked as follows; Communication with other
department will be improved after this project? And provided answer will be 1 for
become Worse, 2 for Fair, 3 for remain Same, 4 for Improved, 5 for become
Better.
Quality Checklist
September 29, 2009
Project Name: Operation PC installation
Checklist Purpose: Preparing survey for Customer Satisfaction Ratings
□ Check and analyse the questions to ask.
□ Check and analyse the proper answer for ratings.
□ Notify the survey for evaluation for all the head office staffs.
□ Distribute survey for evaluation system after workstation installation.