REEKITA IMPLEMENTATION PLAN

NORTHEASTERN UNIVERSITY, CPS (EDUCATIONAL PROJECT)
NORTHEASTERN UNIVERSITY, CPS (EDUCATIONAL PROJECT)
REJUVENATE SALON
NORTHEASTERN UNIVERSITY,
CPS (EDUCATIONAL PROJECT)
Quality Management
Plan
Implementing and Executing Quality
Management Plan
Reekita Shah Alias Gala
B O S T O N , M A

2 | P a g e O P E N A R E J U V E N A T E S A L O N
Document Author Reekita Gala Dated: March 19, 2016
Quality Management Implementation Plan Revision History
REVISION HISTORY
REVISION # DATE OF RELEASE OWNER SUMMARY OF CHANGES
1.0 5/2009 PMO Management Plan template
.
Quality Management Implementation Plan Revision Approvals
NAME ROLE DATE
Insert Project Approvals here
.

TABLE OF CONTENTS
2.0 Management Overview for managing PROJECT quality...................................................9
INTRODUCTION
1.1 PURPOSE:
The purpose of this document is to guide the team how to integrate and implement the quality plan with
the overall project plan. This document ensures that the customer receives acceptable quality
deliverables or products complying with the quality standards of regulatory, customer, client,
organization and services at the completion of the project. The following diagram illustrates the
procedure for integrating quality management throughout the project management plan.
The project management plan must involve these three quality processes activities through project
lifecycle to manage quality and deliver quality product or services.

1.2 PROJECT OVERVIEW:
 Overview: This Rejuvenate project is to open a Salon that is committed to provide high quality
services to all its customers. This project strives to accomplish complete customer satisfaction by
providing numerous services at a very affordable and reasonable price, using quality products and
machineries for all its services, providing comfortable, safe, secured and enjoyable ambience that is
conveniently located with diverse, hardworking, friendly, professional and qualified staff members.
 Project Sponsor: Establish XYZ cooperate company-manufacturing cosmetics past 10 years.
 Budget and Schedule: The overall budget of this project is $200,000*/- and it is scheduled to open
by 21st, December 2016.
 Objective: The main objective of initiating this project is to generate net profit of approximately
$200,000-$250,000 per year by opening one center and expanding this business by selling chains
and franchisee to qualifying buyers in the coming 5-7 years.
•Define product and
project quality
standards and
procedures
Plan and Define
Quality
•Acts as a
communication
tool for and
during project
execution
•Focus on Process
improvements
during executing
the project
Undertake Quality
Assurance
•Involve key
stakeholders for
quality testing
•Monitor and control
the project quality
deliverables
•Check and test to
meet quality
requirements and
acceptance criteria
Control Quality
•Integrated quality
plan with project
management plan
to manage quality
throughout project
lifecycle for the
Project Success
Managing Project
Quality

 Mission: Enhance customer's personal appearance by providing quality services to build their self-
confidence and make them feel truly beautiful and provide customer satisfactory services.
 Purpose: Expand this business in various countries and make it an international brand name. This
purpose will be accomplish by providing customer satisfaction, quality services, branding and
expanding the business through selling franchise and opening multiple chains in different countries
and cities.
 Target Market: All age groups and gender
 Keys to success: The various keys to success of this project are mention below:
o Services: Rejuvenate will provide full-service related to beauty. Customers will have
multiple options for choosing the services as per their needs whether to relax or enhance
beauty at a very affordable and reasonable price.
o Quality: Rejuvenate will be maintaining quality standards and processes throughout the
operations of the business for maintaining customers satisfaction and to take
precautionary action related to public health, safety and security.
o Location: Rejuvenate will be located in a safe and secured location and will be easy to
commute.
o Reputation: Rejuvenate will provide guarantee for customer satisfaction and promote
itself by word of mouth and marketing strategies.
o Ambience: Rejuvenate will have a theme-based ambience that will be smoothing and
comfortable for the customer.
o Timings: Rejuvenate will be flexible with timings as per the needs of the customer.
o Staff: Rejuvenate will hire only professionals and qualifying staff to perform the
services. This center will have rotational staff members to maintain safety, security and to
provide best quality services.
1.3 Project Scope
The purpose of this project is to open a salon that provides services to all age group and gender. This
project targets to generate revenue and expand the business in the international market over the period
of few years. The project's overall budget is $200,000/* and scheduled to be completed on 21st,
December 2016. The project Quality Management Plan will be applicable to all the deliverables,
project activities, standards and requirements defined and mentioned in this plan.

1.3.1 Project Quality Scope includes these major Deliverables: The major deliverables of this
project are as follows:
 Location
 Marketing
 Catalog
 Make up Cosmetics
 Products
 Staff
 Equipments
 Interiors
 Staff Licenses
 Services
 Business plan
 Financial Loan
 Contracts and Agreements
 Project Management
 Staff Training
 Business Insurance
1.3.2 Project Exclusion:
 We do not perform any ill legal services in our center.
 Estheticians and Dermatologist without state licenses will not be part of our staff member.
 We do not provide gym, medical services related to serious health and permanent tattoo.
1.3.3 User Acceptance Criteria:
 The services provided in the salon and spa should be conduct in a professional and ethical
manner.
 The products and machines used for services should be of high quality.
 The prices for the services should be reasonable and affordable.
1.3.4 Project Constraints:
 Finish the project by 12/21/2016
 Project must meet quality requirements of the project

 All changes needs to be approved by the sponsor of the project
 All legal documentations, licenses and working permit should be complete as per quality
standards.
 Project management plan must be approve before project execution.
 Project deliverables must comply with quality standards to be accepted.
1.3.5 Project Milestones:
1.3.6 Project Stakeholders:
The following list mentions the key stakeholders of this project.
 Sponsor
 Esthetic Technician
 Staff Members
 Accountant
 Marketing Team
 Customers
 Local Business owner
High level Milestone Start Date Closing Date
Starting Project 01/20//2016 12/21/2016
Project Plan Approval 03/01/2016 03/22/2016
Finalize Location 03/10/2016 04/30//2016
Interiors 05/01/2016 12/18/2016
Marketing Plan and Designs 07/01/2016 07/30/2016
Marketing 08/08/2016 04/01/2017
Recruiting Staff 10/10/2016 12/12/2016
Staff Training 12/13/2016 12/20/2016
Finance 04/01/2016 06/12/2017
Licenses and Insurance 04/01/2016 04/30/2016
Opening of the Center n/a 12/21/2016
Finalize Dealers, Products, Cosmetics and
Equipments
06/01/2016 07/30/2016
Final market review 11/15/16 12/15/2016

 Interior Designer
 Government Regulatory Department
 Local Public
 Project team
 Trainer
 QC Manager
 Procurement Manager
 Project Manager.
NOTE: This plan includes Stakeholder Analysis from quality management perspective. Please
refer to APPENDIX A

2.0 MANAGEMENT OVERVIEW FOR MANAGING PROJECT QUALITY
2.1 Organizational Quality Standards Influenced by Sower (2011, pg: 26) Retrieved from:" http://asq.org/learn-
about-quality/total-quality-management/overview/overview.html"
The approach that will be use to manage quality on this project for the process, products as well as
services will mainly be "TQM" described as management approach for customer satisfaction. In
this approach, the management and the employees will be involved in continuous quality
improvement and will be totally committed to implement quality into the cross- functional project
processes for ultimate customer satisfaction.
The key elements of this approach are as follows:
 Customer-focused
 Total employment involvement
 Process- centered
 Integrated system
 Strategic and systematic approach
 Continual improvements
 Fact based decision making
 Communications
Other than TQM approach, Organization may also make use of any one of the following approach as
per the organizations requirements.
 Quality circles, zero defects, benchmarking, PDCA, SERVQUAL,ISO 9000:2015
2.2 Organization Work Culture and Roles and Responsibilities of Quality Management:
The main responsibility to execute and manage project quality is of project manager but she/ he
may delegate work to the team members. The sponsor is responsible for the auditing process to
inspect the project deliverables. The following table describes the organizations work culture and
designated roles and responsibilities of project quality management process.

Categories Work Culture Responsibilities for Quality Activities Role
Mission "Ethical behavior, customer
satisfaction. Climate for
continuous improvement
ROI a performance measure."
Create and implement the strategy for
controlling quality based on customer
satisfaction, ethical behavior and continuous
improvements.
PM, Sponsor
and Project
Team
Perform transitional reviews to verify if we
work is performed as planned.
PM
Customer
satisfaction
"Use systematic approach for
seeking out, understanding and
satisfying both internal as well
as external customers"
1. Create and implement a systematic
approach for total customer satisfaction.
2. Develop stakeholder engagement
strategies.
PM, Sponsor
and Project
Team
Collect requirements, Perform quality
assessment and quality control activities.
PM & Team
Suppliers "Partnership" Create contracts or agreements for
partnerships with suppliers
PM
Verify Procurement Documents PM
Objectives "Deliberate balance of long
term goals with successive short
term objectives"
Define quality on basis of customers
expectations and quality objectives
PM and
Sponsor
Review Project scope statement PM
Improvement "Understanding and
continuously improvement the
process"
 1. Create plan for continuous improvements
based on customer requirements
2. Control quality by monitoring growth in
achieving goals for continuous improvements
3. Develop strategies for integrated systems
to manage quality
4. Implement the standards defined by the
organization for managing quality
PM, Sponsor
and Project
Team
5.Perform quality review of Project
Management Plan and performance report to
validate if work has improved on the project,
and if work is performed as per planned.
6. Maintain a risk register
7. Update Quality Plan if any changes to the
project plan.
8. Evaluate continuously
9. Implement Quality into the project
processes.
Project Team,
PM, Sponsor
Problem-
Solving
"Predominately participative
and interdisciplinary problem
solving and decision-making
based on substantive data"
1. Develop strategies for problem solving
related to quality
2.Develop and involve team approach for
problem solving
3. Document Quality issues or problems
PM, Sponsor
and Project
Team

SOAR7, TQM work culture ch-1, pg 11, retrieved from: "http://src.alionscience.com/pdf/RAC-
1ST/SOAR7_1st_Chapter.pdf"
Jobs and
People
"Management and employee
involvements, work teams and
integrated functions"
1. Create contracts and agreements for the
goals to achieve quality, quality assurance
and measures to control quality that surge
throughout in the center.
2. Involve team for quality management,
assurance and controlling process.
PM and
Sponsor
3) Review and Assessment process PM& Team
Management
style
"Open style with clear and
consistent objective, which
encourage group derived
continuous improvements"
1. Delegate the power for taking decisions
and determine deadlines for the putting the
quality plan into action by using all
resources.
2. Provide with the resources committed to
manage quality. eg: money, machines,
products, people and
Training
Sponsor
Review Scope Statement& PM plan Sponsor
Role of
Manager
" Communicate , consult,
delegate, coach, mentor,
remove barriers and establish
trust"
Create training materials and train employees
for quality assurance and control based on
company standards and values
PM
Review training materials PM and
Sponsor
Reward and
Recognition
"Individual and group
recognition rewards and
negotiated criteria"
Announce rewards for achievements of goals
and develop negotiation criteria.
Sponsor and
PM
Review work performance PM and
Sponsor
Measurement "Data used to understand and
continuous improve processes"
Measure improvements in the organization
with regard to quality
PM and Team
Perform quality audit in center PM and
Sponsor

3.0 Standards and Challenges of Implementing Integrated Quality and Project Management
plan
3.1 Core Concept for Implementing Quality Management
(Retrieved from Sower 2011, Influenced by: Deming’s 14 Points on Quality Management,)
The organization will follow the core concept on implementing total quality management; it is a set
of management practices to increase the quality and productivity in the organization.
1. Create constancy of purpose for improving products and services.
2. Adopt the new philosophy.
3. Cease dependence on inspection to achieve quality.
4. End the practice of awarding business on price alone; instead, minimize total cost by working
with a single supplier.
5. Improve constantly and forever every process for planning, production and service.
6. Institute training on the job.
7. Adopt and institute leadership.
8. Drive out fear.
9. Break down barriers between staff areas.
10. Eliminate slogans, exhortations and targets for the workforce.
11. Eliminate numerical quotas for the workforce and numerical goals for management.
12. Remove barriers that rob people of pride of workmanship, and eliminate the annual rating or
merit system.
13. Institute a vigorous program of education and self-improvement for everyone.
14. Put everybody in the company to work accomplishing the transformation
3.2 Challenges in implementing Quality Management plan
Some of the challenges that must overcome by the management and the team during implementing
QMP are as follows:
 "Bad attitudes/abdication of responsibility/management infallibility
 Competitive markets has various options for several services
 Lack of leadership for quality
 Deficiency of cultural dynamism
 Inadequate resources for total quality management
 Lack of customer focus
 Lack of effective measurement of quality improvement
 Poor Project Planning
 Lack of management commitment
 Resistance of the workforce
 Lack of proper training/Inadequate Human Resource Development"
Review APPENDIX- A (stakeholder's challenges)

3.3 Quality Standards for implementing integrating quality plan with project plan
 Quality plan will be implement using "TQM" approach complying with the core concept defined by the
organization.
 The quality processes will implement aligning with project management plan to manage quality effectively
throughout project lifecycle.
 An ongoing measuring/monitoring (process control) system will be installed to ensure success
 This process will involve implementing quality activities of each process throughout the project, complying
with the standards and procedures defined in quality plan.
 The project manager will be responsible to ensure quality activities meet the customer's quality requirements
mention in the quality assurance plan and the outcome of the activity meets customer acceptance criteria
during testing and measuring to control quality on the project. -
(REVIEW WBS DICTIONARY TO VIEW REQUIRED RESOURCES & COST FOR THE MAJOR
DELIVERABLES, QUALITY REQUIREMENTS AND ACCEPTANCE CRITERIA- APPENDIX B)
 He/ She will be responsible to inform the team members and the relevant stakeholders when a quality
activity approaching and their responsibilities regarding the quality activity.- (VIEW STAKEHOLDER
INTERESTS -APPENDIX A)
 Once the activity has produced the deliverable, Testing should take place within the project as planned in
quality control plan.
 Testing will take place for the deliverables focusing on details to ensure quality deliverables
 Deliverables should be test throughout the project.
 PM will be responsible to perform quality audits with QA team, review the report, and communicate the results
to the team members and the relevant stakeholders.(VIEW AUDIT REPORT TEMPLATE- APPENDIX C)
 Audit will take place twice during the project once during middle phase of the project and once before the
project is complete in the final phase to ensure the stakeholders and sponsor that deliverables were improve as
per the change requests.
 All audit reporting communication will follow as per the reporting communication matrix in quality plan-
(VIEW REPORTING COMMUNICATION MATRIX- APPENDIX D)
 Change requests after the outcome reports will process following the procedure defined in change management
plan. These guidelines will ensure integrated quality and project management plan.
 All approved change requests must be audit before implementation. The impact of change requests and
approved change request on the project should be review on three categories: corrective action, preventive
action and defect repair.
 Perform Post- implementation audits for improvements in the salon based on the quality plan

4.0 Quality Audit
4.1 Purpose: The purpose for quality audit process is to ensure the project activities comply with the
standards, chosen approach, appropriate procedures and processes to manage quality during executing
the project plan and to verify if proper controls are applied. The quality audit report will help to identify
major concerns of the stakeholders, provide corrective actions and recommendations to align and
implement as per the project plan.
Project Quality Audits will ensure indentifying best practices, processes or activities that are not using
best practices, Benchmark best practices, helps the team implement best practice and assures the sponsor
that project is processing as planned. It will guide the organization on how the project management
procedure will work in the practice.
The main benefit of audit process is to collect relevant data, review data to avoid mistakes, identify
faults or defects and implement corrective actions to align the project with planed schedule, cost and
scope baselines.
Audit will be perform in four stages as following: define success criteria, create an interview
format, conduct research and write an audit report.
Collect
Data
•Interviews
Review
•Recommend
actions
Act
•Change
requests

4.2 Integrated quality audit and project processes
The audit process will take place twice during project execution to ensure quality standards and procedures
are followed as per planned. The following are the two reasons for performing audit while project execution:
 To avoid errors or defects and recommend corrective actions for producing quality deliverables
 To ensure changes are implementing as per approval, acceptance criteria and for the improvement of the
deliverable.
To direct and manage project work all change requests and approved change requests will be review for the
impact on the project. All reviews must perform based on one of the criteria mention below: According to
PMI (pg81),
 "Corrective action: An intentional activity that realign the performance of the project work with the project
management plan
 Preventive action: An intentional activity that ensures the future performance of the project work is aligned
with the project management plan
 Defect repair: An intentional activity to modify a nonconforming product or product component".
The following diagram illustrates the procedure for project audits and reviews throughout the project
management process to integrate quality management process.
PROJECT AUDIT REVIEWS AND ACTIVITIES
4.4 Audit Reports: APPENDIX-C- Template
Audit report will be use to identify concerns, challenges and issues within the project during executing
project work. The reports will guide us to resolve the issues before they become major problems for
managing project work. This document will provide relevant information and data that will be helpful
for decision-making process on the project. It will ensure we deliver on time by proactively managing
risks on the project.
• REVIEW DOCUMENTS AND HISTORIC DATAPROCESS GROUPS
•PROJECT OBJECTIVE
•PROJECT CHARTERINITIATION
•PROJECT PLAN
•DELIVERABLE, SCOPE, SCHEDULE AND COSTPLANNING
•CREATE PROJECT TEAM
•SET CONTROL MEASURESEXECUTION
•DEFINE PROJECT MEASURES
•PERFORMANCE EVALUATIONMONITOR AND CONTROL
•SIGNOFF, DOCUMENTATION
•LESSONS LEARNTCLOSING

5.0 Quality Metrics and Measures
Quality Metrics are detected during Plan Quality Management. They are use to measure and validate
quality deliverables against defined standards of quality management. The quality requirements are
measure against the quality metrics to produce quantifiable quality deliverable. Project Audits are use
to verify if the project quality comply with the defined metrics and measures of project quality
management plan. The purpose of quality metrics is to describe specifically the project or product
attributes and how quality control process will measure it. Some of the inputs for Metrics and Measures
for Project Management are mention below: Influenced by Center for business practices
"Inputs
 What is the approximate number of current projects?
 On average, how many "full time equivelants" are assigned to a project?
 What is the average length of a typical project?
 What is the average fully burdened cost of a resource (person)?
 Approximately how many people are available to work projects? -
 What % of projects meet customer expectations (quality)?
 What % of projects are delivered on-time?
 What % of projects receive adequate resources (quality & quantity)?
 What % of your projects directly drive new/increase revenue?
 What is the average monthly revenue stream of these projects?
 How frequently does the introduction of new development projects interfere with existing
production processes?
 What is the average dollar impact of these interruptions?
 Do you know of any situations where a project has been undertaken that repeats functionality in
another project?
Summary Project Statistics
 Average Project Resource Cost
 Average Annual Project Expenditures
 Anticipated annual successful projects
 Anticipated annual on-time projects
 Capacity Based on Current Workload
 Capacity Based on Staffing
 Average number of challenged projects
Analysis Category
Cost Reduction
 Early termination of problem projects
 Productivity gain through improved resource allocation
Cost Avoidance
 No functionality repeats across projects Revenue Increase
Time to market reduction
 Increase in Project Turnover
 Resulting in additional revenue generating projects
Revenue Protection
 Improved structure/process lessening impact to production systems generating revenue

Measures for Quality Metrics are as follows:
Scrap - Waste - Rejects - Error rates - Rework - Shortages - Product defects - Deviation from standard
- Product failures - Inventory adjustments - Percentage of tasks completed properly - Number of
accidents - Customer complaints
Reference: Center for business practices, Project management metrics and measures, retrieved
from:"http://www.pmsolutions.com/audio/PM_Performance_and_Value_List_of_Measures.pdf"
6.0 Ethics and Impact of poor ethics
6.1 Unethical Actions:
Ethics play a very important role while managing and executing integrated project quality plan. Ethics
is about doing the right thing the very first time. Accepting responsibility is part of ethical behavior.
People who pass blame are not behaving ethically. In a total quality management setting, people are
responsible for their performance.
The most important components of corporate social responsibility include the ethical aspects of the
following issues: safety, health and security of the public, consumer relations, best business practices,
marketplace activities, human rights, governance, environmental engagement, community involvement
and social development. Each team member will be abiding by the actions listed for performing
according to the best practices of project management.
The unethical actions that must avoid during the process of the project are mention below:
 Intentionally presenting wrong report
 Leaking Confidential information
 Intentionally giving misinformation
 Intentionally using unreliable data
 Intentionally avoiding testing standards while performing project work

6.2 Impact of poor ethics in relation to quality of project and deliverables:
If any team member does not perform ethically in relation to quality of the project and
deliverables, it can have various impacts on the project. The list of impacts is list below:
 It can lead towards the increase costs of non-conformance that includes things such as payments
made out on warranties, re-work or scrap, and/or damage to reputation.
 Increases the chances of losing trust
 Increases the chance of Losing value
 Increases the chance of losing integrity
 Increases miscommunications, misunderstandings and issues between team members on the
project
 Danger to public health, safety and security
 Increases the cost of risks on the project
 Increases projects risks and makes it difficult to manage effectively.
 Project constraints will be affected due to poor quality of project and deliverables
All the above factors will lead towards one thing PROJECT FAILURE, if quality is not manage
ethically on the project. Poor ethics means Poor Quality of project and deliverables.

APPENDIX-A STAKEHOLDER ANALYSIS
ASSESSMENT OF STAKEHOLDER INTEREST
This matrix evaluates key stakeholders, type of stakeholder, interest, influence and involvement levels on the project. It demonstrates challenges for
implementing quality plan and future actions with communication strategy
Categories type: actively involve, retain support, reassure & prevent surprises
Scale:1-5, 1 being the lowest and 5 being the highest level.
STAKEHOLDER PROJECT INTEREST OR
BENEFITS
WHAT THEY CAN CONTRIBUTE POTENTIAL ISSUES /
PROBLEMS
FUTURE ACTIONS &
COMMUNICATIONS
CATEGORY INFLUENCE
(1-5)
INTEREST
(1-5)
INVOLVEMENT
(1-5)
PROJECT
SPONSOR
PRODUCE QUALITY
DELIVERABLES FOR
OPENING A SALON
COMPLETE THE
PROJECT ON TIME AND
WITHIN BUDGET
FUNDS AND
FINAL
APPROVALS
DELIVERABLE
MAY FAIL IN TESTING
PROCEDURE LEADING
TOWARDS PROJECT
DELAY AND BE OVER
BUDGET
UPDATE PROGRESS REPORT
BI- WEEKLY
SUPPORT 5 5 5
PROJECT
MANAGER
MANAGE AND
SUCCESSFULLY
COMPLETE
INTEGRATED PROJECT
PLAN
PROJECT
MANAGEMENT
UNKNOWN RISKS MAY
APPEAR, TEAM MEMBER
DOES NOT PERFORM AS
PER QUALITY
REQUIREMENTS
MONITOR RISK REGISTER AND
QUALITY PLAN ONCE A WEEK
REVIEW PROGRESS REPORT
UPDATES
EMAIL: BI-WEEKLY
ACTIVE 5 5 5
QA MANAGER THE DELIVERABLES
MEET THE ACCEPTANCE
CRITERIA AND
STANDARDS DEFINED IN
QMP
QUALITY
MANAGEMENT
SOME ACTIVITIES
RELATED TO A
DELIVERABLE ARE
SKIPPED ON THE PROJECT
AUDIT PERFORMANCE
EVALUATION FORM
MONTHLY ,
UPDATE AND REVIEW
PROJECT PROGRESS
EMAIL: WEEKLY
ACTIVE 5 5 5
PROCUREMENT
MANAGER
ALL PROCUREMENT
ACTIVITIES ARE
INCLUDED IN WBS
ACCORDING TO THE
STANDARDS AND
ACCEPTANCE CRITERIA
OF QMP
PROCUREMENT
MANAGEMENT
THE CONTRACT TERMS
AND CONDITIONS
VIOLATED
PROCUREMENT
ACTIVITIES ARE NOT
PERFORMED AS PER
QUALITY REQUIREMENTS
REVIEW THE PROCUREMENT
ACTIVITIES,
PROGRESS REPORT UPDATES
WEEKLY: EMAIL
ACTIVE 5 5 5
TRAINER TRAINING CURRICULUM
AND MATERIAL IS READY
ONE MONTH BEFORE
THE TRAINING
MILESTONE
CONDUCT TRAINING AND
RECOMMEND CHANGES FOR
IMPROVEMENTS
ADDITION OF SERVICES TO
THE APPROVED
CURRICULUM
MAKE CONTRACT WITH CLEAR
TERMS AND CONDITIONS
MEETING : WHEN NEEDED
REASSURE
&
PREVENT
SURPRISES
2 4 4
INTERIOR
DESIGNER
PLAN AND DESIGN OF
THE INTERIORS ARE
APPROVED BY THE
REGULATORY
STANDARDS
PLAN, DESIGN, PURCHASE
FURNITURE AND SETUP INTERIORS
CHANGES IN PLAN ,
DESIGN OR SETUP ARE NOT
UPDATED
REGULARLY UPDATE WORK
COMPLETED RELATED TO
INTERIORS
EMAIL: WEEKLY
ACTIVE 5 5 5
MARKETING
MANAGER
MARKETING
REQUIREMENTS ARE
CLEARLY DEFINED WITH
MILESTONE DATES,
QUALITY STANDARDS
AND CHECKLIST OF
PLAN, DESIGN AND IMPLEMENT
MARKETING
THE GRAPHIC DESIGNER
IS NOT AVAILABLE ON
TIME
RESOURCE AVAILABILITY
REPORT, PROJECT STATUS
REPORT
EMAIL: WEEKLY
ACTIVE 5 5 5

WHAT NEEDS TO BE
DESIGNED
GOVERNMENT
&
REGULATORY
DEPARTMENT
THE PROJECT PLAN IS IN
COMPLIANCE TO THE
REGULATORY LAWS AND
RULES
ISSUE LICENSES SUPPORTING DOCUMENTS
ARE NOT SUBMITTED ON
TIME
MAKE A LIST OF DOCUMENTS
REQUIRED FOR ISSUING
LICENSE
REASSURE
AND
PREVENT
SURPRISES
5 5 2
PROJECT TEAM GET APPRECIATED BY
PROMOTIONS OR BONUS
FOR QUALITY WORK
PERFORM PROJECT ACTIVITIES TO
PRODUCE QUALITY DELIVERABLES
MANAGEMENT IS NOT
MOTIVATING
KEEP REWARDING WITH
APPRECIATION AND CASH
ACTIVE 5 5 5
SALON STAFF TRAINING INVOLVES
RULES AND
REGULATIONS FOR
PERFORMING
ACCORDING TO QUALITY
PLAN
PERFORM SERVICES AND MAINTAIN
QUALITY STANDARDS IN THE SALON
NEW LAWS AND
SERVICES ARE ADDED
AFTER TRAINING IS
COMPLETED
KEEP UPDATING NEW SERVICES
AND TRAIN THE STAFF
ACTIVE 5 5 5

Implementation and Execution of Integrated Quality Plan
APPENDIX- B WBS DICTIONARY
This plan includes the following components for implementing and executing the integrated quality plan:
 DELIVERABLES
 RESOURCES
 COST
 QUALITY REQUIREMENTS
 ACCEPTANCE CRITERIA
 METRICS
 RECOMMENDED ACTIONS & STRATEGIES
 RESPONSE PLAN FOR THE METRICS BEING MISSED
 RISK IMPACTS OF THE METRICS BEING MISSED
Require
ment
ID#
Deliverables Requirement
Type
Technical Specifications and Requirement
Description
Customer Acceptance
Criteria
Resources Resources
Type
Cost Mileston
e Date
Metrics Recommended
Actions &
Strategy: (Audit
to validate with
Matrices)
Risk Impact if
Matrices are
missed
Response plan
if Matrices are
missed
1.0 Project
Management
Plan
BUSINESS Project management Plan includes integration,
scope, schedule, cost, quality, HR, risk,
communications, procurement, stakeholders to
comply with quality requirements on the
project. In addition, The project management
plan not only include integration, scope,
schedule, cost, quality, HR, risk,
communications, procurement, stakeholders
but it is also 100% compliance with all the
five process groups from PMI
Project Management Plan
should be approve by
sponsor and reviewed by
project manager before
project executes.
PROJECT
MANAGER,
BUSINESS
PLAN
Work
Material
Cost
$50/hr 03/22/20
16
100%
compliance
with PMI
processes,
standards
and
procedures.
Audit once 30%
work is
completed ,
Once before
final completion
Quality of the
deliverables
will not meet
the acceptance
criteria,
Delay in
project
schedule,
Increase in cost
of resources
due to extra
time
Processes:
Integration,
Stakeholder
management,
Scope,
Schedule, HR,
Cost and
Quality
Do not execute
the project till
plan is
approved,
Request
Change,
Evaluate the
impact of CR,
Perform audit
of approved
change request,
Update project
plans and
stakeholders,
Implement
approved
Change request
2.0 Business Plan BUSINESS The business plan supplements with basic
components like description, summary, cost,
team members, and market survey to cover all
functionality of the business. In addition, to
description, summary, cost, team members,
and market survey the business plan also
includes analysis of the company.
Business plan should
involve SWOT analysis of
the company
PROJECT
MANAGER,
SME,
SPONSOR,
BENCHMAR
K
DOCUMENT
Work
Material
Cost
$50/hr 02/27/20
16
Includes
SWOT
analysis
Audit once 30%
work is
completed,
Once before
final completion
The internal
and external
factors will not
be identified
that will affect
the company’s
future
performance,
Do not execute
the project till
plan is
approved,
Request
Change,
Evaluate the
impact of CR,

Delay in
schedule for
implementing
change,
Increase cost
for the extra
use of the
resources
Processes:
Scope,
Schedule, HR,
Cost,
Integration,
Stakeholder
management
and Quality
Perform audit
of approved
change request,
Update project
plans and
stakeholders,
Implement
approved
Change request
3.0 Staff Licenses REGULATOR
Y
The staff is in 100% conformance with the
state rules and regulations to meet the quality
and mandatory requirements. In addition to
state rules and regulations, the staff member
also has a 100% valid state License that meets
100% to the standards of cosmetology to work
legally in the salon.
Staff must be 100%
Licensed by MA state for
Cosmetology, Esthetician
and Nails technician
HR
MANAGER,
QUALITY
PLAN
Work
Material
Cost
$50/hr 12/12/20
16
100%
compliance
with
regulatory
standards of
cosmetolog
y
Audit once
during interview
Once before
signing the
contract
The customer
can register a
court case,
Salon Business
License can be
confiscated,
Services
performed by
the staff
member can be
dangerous for
the client with
regard to
health, safety
and security
standards.
Processes:
Procurement,
HR, Cost,
Stakeholder
management,
Scope,
Schedule and
Quality
Terminate the
staff member
till the a valid
License is not
produced as per
quality
standards,
Update the
project plans
and
stakeholders
4.0 Financial
Loan
BUSINESS The Financial Loan is durable for 5 years to
buy some time to pay off. In addition to 5
years, the bank also provides the plan for
extension of 10 years of loan in order to plan
for mitigation.
Business should be
approve for 30 % loan
based on the cost of
overall business
FINANCIAL
ADVISOR,
COST PLAN
Work
Material
Cost
$50/hr 12/20/20
16
30% loan
must be
approved
Audit the
process of Loan
approval when
project is
executed up to
30%
Once before
final Loan
approval
Project could
stop halfway
due to lack of
finance, some
activities may
delay due to
lack of cash,
affect overall
progress of the
project.
Quality of the
product may
compromise
Processes:
All project
Use
management
reserves of
30%,
Update project
Plans and
stakeholders

Management
Process
5.0 Business
Insurance
REGULATOR
Y
Business Insurance is purchase from a reliable
company for better security. In addition to
reliable company, the business insurance also
gives 100% coverage for malfunctioning in
the business.
Business should have
General Liability
Insurance, Commercial
Property Insurance,
Business Owner's Policy,
Professional Liability
Insurance, Workers
Compensation Insurance,
Umbrella Insurance and
cyber Liability Insurance
PROCUREM
ENT
MANAGER,
COST PLAN
Work
Material
Cost
$50/hr 04/30/20
16
100%
coverage for
malfunction
ing in the
business,
Business
should have
General
Liability
Insurance,
Commercial
Property
Insurance,
Business
Owner's
Policy,
Professional
Liability
Insurance,
Workers
Compensati
on
Insurance,
Umbrella
Insurance
and cyber
Liability
Insurance
Audit the
checklist for
insurances,
licenses and
regulatory
standards before
buying the
insurance
Increase project
cost, business
License will
terminate,
project might
have to be
terminating,
and Regulatory
matters can
increase the
schedule.
Processes:
All project
management
processes
Buy the
missing
insurances as
soon as
possible,
Request
Change,
Evaluate the
impact of CR,
Perform audit
of approved
change request,
Update project
plans and
stakeholders,
Implement
approved
Change request
6.0 Contracts,
Agreements
and Licenses
REGULATOR
Y
The Contracts, Agreements and Licenses are
in 100% conformance to the business and
service standards to avoid problems in the
business on later stages. In addition to
conformance to business and service
standards, the contracts, agreements and
Licenses are notarize from the lawyer, once all
the parties have agreed to sign.
Contracts, Agreements
and license should include
100% of the standards
mention in quality plan for
clear terms and conditions.
PROCUREM
ENT
MANAGER,
QUALITY
PLAN
Work
Material
Cost
$50/hr 12/12/20
16
100%
comply with
the relevant
quality
standards of
regulatory
and
business
Audit the
checklist for
contracts,
licenses and
regulatory
standards before
signing the
contract
Regulatory
issues, schedule
delay, increase
in cost, quality
is compromised
if work is
outsourced.
Processes:
Procurement,
Cost, Schedule,
Scope, Quality,
Stakeholders,
HR
Terminate old
contracts and
make new
contracts as per
the matrices
Issue Change
request for the
Licenses and
Contracts,
Evaluate the
impact of CR,
Perform audit
of approved
change request,
Update project
plans and
stakeholders,
Implement
approved
Change request
7.0 Location NON-
FUNCTIONAL
The Location of the salon is 100% in
conformance with the standards of public
health, safety and security department for
performing smooth business operations. In
addition to, 100% in conformance with the
Location of the salon
should be Boston
PROJECT
MANAGER,
REQUIREME
NTS PLAN
Work
Material
Cost
$50,00
0/-
04/30/20
16
Location
should be
safe and
secured ,
should meet
Audit the
standards and
location
requirements
during finding
Project
schedule delay,
Increase cost,
regulatory
Ask external
audit expert to
audit the
location as per
the

standards of public health, safety and security
department, the location is select in public
area.
100% to the
quality
standards of
health and
safety
the location
Audit once
before signing
the lease
issues,
Scope change
Processes:
Schedule, Cost,
Procurement,
Stakeholder
management
Quality and
Scope
requirements
and standards,
Request
changes to the
location as per
the Audit
report,
Audit the
approved
changed
requests,
Update project
plans and
stakeholders,
Implement
approved
changed
requests
8.0 Interiors NON-
FUNCTIONAL
The interior of the salon fulfills the basic
esthetics of hygienic, safe, secured and
healthy ambience for quality requirements and
100% quality standards of the project. In
addition to hygienic, safe, secured and healthy
ambience, the interiors is theme based,
comfortable and cozy for better aesthetics of
the salon.
The furniture used for
interiors must be of Deco
Enzo
PROJECT
MANAGER,
FURNITURE,
INTERIOR
MATERIALS
Work
Material
Cost
$70,00
0/-
12/18/20
16
Interiors
plan must
100%
comply to
the quality
standards of
regulatory
Keep auditing
every month for
quality purpose
during project
execution
Project
schedule delay,
Increase cost,
regulatory
issues,
Scope change
Processes:
Schedule, Cost,
Procurement,
Quality, Scope,
Stakeholder
management
Ask external
audit expert to
audit the
location as per
the
requirements
and standards,
Request
changes to the
location as per
the Audit
report,
Audit the
approved
changed
requests,
Update project
plans and
stakeholders,
Implement
approved CR
9.0 Marketing BUSINESS The marketing plan covers basic
characteristics of the salon like affordable
prices, hair, skin and body relaxation related
services to attract the customers. In addition
to, affordable prices, hair, skin and body
relaxation related services the marketing plan
also includes special 50% discount offers.
The marketing plan must
include special discounts
for new customers
MARKETING
MANAGER,
DESIGNER,
SOFTWARE
Work
Material
Cost
$20,00
0/-
07/30/20
16
Marketing
strategy
should
include 50%
discount for
new
customers
Audit once 30%
of marketing
plan and design
is ready.
Audit once
before
implementing
the plan and
printing the
designs
Increase cost of
reprint, less
customer walk-
in, delay in
project activity,
scope change,
Quality is
compromised,
stakeholder is
dissatisfied
Processes:
Integration,
Schedule, Cost,
Procurement,
Quality, Scope,
Stakeholder
Scrap the
printout and
designs and
create new
ones,
Request
Change,
Evaluate the
impact of CR,
Perform audit
of approved
change request,
Update project
plans and
stakeholders,

management Implement
approved
Change request
10.
0
Catalog BUSINESS The Catalog includes all characteristic
features like price, services, contact
information and terms and conditions to meet
basic functionality in the salon. In addition to
price, services, contact information, terms,
and conditions, the catalog also includes
$100* extra for special rates of the services
from expert esthetician.
The catalog should include
the list of names and
photographs of the staff
members performing
various services
MARKETING
MANAGER,
SOFTWARE,
DESIGNER
Work
Material
Cost
$2000/
-
07/30/20
16
Must
include
features like
price,
services,
contact
information
terms and
conditions,
$100* extra
for special
rates of the
services
from expert
esthetician,
list of
names and
photographs
of the staff
members
performing
various
services
Audit once 30%
of catalog plan
and design is
ready.
Audit once
before
implementing
and printing the
designs
Increase cost of
reprint, less
customer walk-
in, delay in
project activity,
scope change,
Quality is
compromised,
stakeholder is
dissatisfied
Processes:
Integration,
Schedule, Cost,
Procurement,
Quality, Scope,
Stakeholder
management
Scrap the
printout and
designs and
create new
ones,
Request
Change,
Evaluate the
impact of CR,
Perform audit
of approved
change request,
Update project
plans and
stakeholders,
Implement
approved
Change request
11.
0
Make-up
Cosmetics
NON-
FUNCTIONAL
Cosmetics used for the services are of XYZ
company to maintain the perceived quality of
our brand name. In addition to XYZ company,
the cosmetics are purchase from other branded
companies.
The cosmetics used for
services must be of MAC,
Bobby Brown and
L'Oreal.
SUBJECT
MATTER
EXPERT/QA
MANAGER,
COSMETICS
LIST
Work
Material
Cost
$3000/
-
07/30/20
16
100%
comply with
the quality
standards of
clients
safety and
health
Audit the
cosmetic
ingredients
requirements
once before
researching the
cosmetics to
purchase.
Audit once
before
purchasing
Increase cost of
re -purchase,
delay in project
activity, scope
change, Quality
is
compromised,
stakeholder is
dissatisfied
Processes:
Integration,
Schedule, Cost,
Procurement,
Quality, Scope,
Stakeholder
management
Scrap the
cosmetics or
return
and purchase
new ones,
Request
Change,
Evaluate the
impact of CR,
Perform audit
of approved
change request,
Update project
plans and
stakeholders,
Implement
approved
Change request
12.
0
Products NON-
FUNCTIONAL
Products used for the services are 100 %
compliance with Public health, safety and
security standards for maintaining high quality
in the salon. In addition to high quality, the
products are purchase from branded
companies.
The products used for
services must be of Paul
Mitchell
SUBJECT
MATTER
EXPERT/QA
MANAGER,
PRODUCTS
LIST
Work
Material
Cost
$3000/
-
07/30/20
16
100%
comply with
the quality
standards of
clients
safety and
health
Audit the
product
ingredients
requirements
once before
researching the
products to
purchase.
Audit once
Increase cost of
re -purchase,
delay in project
activity, Scope
change, Quality
is
compromised,
Stakeholder is
dissatisfied
Processes:
Scrap the
products or
return,
Purchase new
ones,
Request
Change,
Evaluate the
impact of CR,
Perform audit

before
purchasing
Integration,
Schedule, Cost,
Procurement,
Quality, Scope,
Stakeholder
management
of approved
change request,
Update project
plans and
stakeholders,
Implement
approved
Change request
13.
0
Equipments NON-
FUNCTIONAL
Equipments used for the services are 100%
compliance with the standards of Control of
Substances Hazardous to Health (COSHH) for
customer safety. In addition to compliance
with the standards of Control of Substances
Hazardous to Health (COSHH), the
equipments should be functioning without
defect.
Check the electrical and
mechanical components
that include bolts, screws,
nuts and other
mechanisms. Equipments
must have return policy
for defect or faulty
equipments
SUBJECT
MATTER
EXPERT/ QA
MANAGER,
EQUIPMENT
S LIST
Work
Material
Cost
$3000/
-
07/30/20
16
100%
comply with
the quality
standards of
clients
safety and
health
Audit the
machine
requirements
once before
researching the
products to
purchase.
Audit once
before
purchasing
Increase cost of
re -purchase,
delay in project
activity, Scope
change, Quality
is
compromised,
Stakeholder is
dissatisfied
Processes:
Integration,
Schedule, Cost,
Procurement,
Quality, Scope,
Stakeholder
management
Return the
equipments,
Purchase new
ones,
Request
Change,
Evaluate the
impact of CR,
Perform audit
of approved
change request,
Update project
plans and
stakeholders,
Implement
approved
Change request
14.
0
Staff NON-
FUNCTIONAL
The staff members are train to behave 100 %
compliance with the code of ethics for
appropriate business operational environment.
In addition to 100 % compliance with the code
of ethics, the staff members are observe while
working to comply with 100% customer's
quality standards.
Minimum 20Customers
feedback form should be
filled for the services
performed by the staff
members during training
period
PROJECT
MANAGER,
HR,
HR PLAN,
TRAINING,
TRAINER
Work
Cost
Material
$10,00
0/-
12/12/20
16
100%
complies to
the code of
conduct,
quality
standards of
clients
safety
Audit the staff
resumes once
before recruiting
and once during
training sessions
Loss of
reputation,
increase cost
for building
reputation, staff
morale is low,
regulatory
issues.
Processes:
Integration,
Schedule, Cost,
Procurement,
Quality, Scope,
Stakeholder
management
Train the staff
or terminate,
Update project
plans and
stakeholders
15.
0
Services NON-
FUNCTIONAL
The services performed in the salon should be
100% compliance with the cosmetology MA
state policies and standards to meet quality
requirements in the salon. In addition to 100%
compliance with cosmetology MA state
policies and standards, the services are
perform should be 100% in compliance with
public health, safety and security standards to
avoid legal matters in future.
All services should be
performed by
professionals and 100%
Licensed esthetician
QA
MANAGER,
TRAINING,
TRAINER
Work
Material
Cost
$40/hr 10/12/20
16
100%
complies to
the quality
standards of
clients
safety
Audit the
procedures of
services once
before
performing in
training sessions
Audit once
during the
training sessions
Loss of
reputation,
increase cost
for building
reputation, staff
morale is low,
regulatory
issues.
Processes:
Integration,
Schedule, Cost,
Procurement,
Quality, Scope,
Stakeholder
Request
Change,
Evaluate the
impact of CR,
Perform audit
of approved
change request,
Update project
plans and
stakeholders,
Implement
approved
Change request

management
16.
0
Staff Training BUSINESS The staff training should comply with quality
100 % standards of health, safety and security
for fulfillment of quality training requirement.
In addition, to100% complies with quality
standards of health, safety and security the
training should include undertaking terms and
conditions from the customers for demo
services.
Staff Training should
include demos and hands
on experience for the staff
to train them on of how to
use equipments, make up
cosmetics and products
TRAINER,
TRAINING
MATERIALS,
INTERIOR
SETUP
Work
Material
Cost
$50/hr 12/20/20
16
Training
and training
materials
are 100%
compliance
with the
code of
conduct,
quality
standards of
clients
safety
Audit the
training material
once before
printing.
Once after
printing the
material
Audit the
training plan
once before 10
days of the
schedule training
date
Audit training
procedures
during training
secessions
Loss of
reputation,
increase cost
for building
reputation and
re printing the
training
material, staff
morale is low,
regulatory
issues, delay in
schedule,
quality is
compromised
Processes:
Integration,
Schedule, Cost,
Procurement,
Quality, Scope,
Stakeholder
management
Scrap the
printed training
material,
Design and
print new ones,
Request
Change,
Evaluate the
impact of CR,
Perform audit
of approved
change request,
Update project
plans and
stakeholders,
Implement
approved
Change request

APPENDIX-C AUDIT REPORT TEMPLATE
This template will be use during the audit process of executing the project to report findings
PROJECT AUDIT REPORT TEMPLATE
PROJECT TITLE: DATE:
PROJECT
SPONSOR:
PROJECT
MANAGER:
REPORT
PERIOD:
REPORT CIRCULATED TO:
-
-
-
-
-
-
-
-
-
-
-
-
-
-
PROJECT AUDIT OVERVIEW
SUMMARY OF MAIN AUDIT FINDINGS:

APPENDIX-D REPORTING COMMUNICATIONS
The following matrix must be used for reporting communications of quality management
Type of
Communication
Method / Tool Frequency/
Schedule
Information Participants /
Responsible
Recurring Communication Activities Project Internal:
Sponsor Meetings Web conference Monthly Project status report and
Service status report
Project Manager
Project Meetings In- person at
Company
conference room
Weekly and
on risk event
Project status report,
problems, risks, changed
requirements
Project Mgr
Project Team
Out sources team
Interior Reports Email on Word
document
Bi-weekly Interiors status
- progress
- forecast
- risks
Interiors Team (
Outsources)
Milestone Meetings In- person at
Company
conference room
Before
milestones
Project status report
(progress)
Project Mgr
Project Team
Members
Out sources
(interior
designers,
marketing team)
Sponsor
Sharing of project
data
Support System
on company
website
When
available
All project documentation
and reports
Project Mgr(s)
Project Team
Members
Final Project
Meeting
In- person at
Company
conference room
Every week
of last month
Wrap-up documents
Final quality assurance and
audit reports
Customer Acceptance Test
Report
Project Mgr
Project Team
Out sources
Sponsor
Communication Activities Project External:
Project status report Excel sheet Monthly Project status
- progress
- forecast
- risks
Project Manager
Project Team
Sponsor
Meetings In- person at
Company
conference room
Monthly Project updates, Discussions,
Suggestions and Feedbacks
Project Manager,
Project team
members,
Sponsor

References
Sower, Victor E, Essentials of Quality, Wiley, 2011. ISBN: 978-0-470-50959-3
Project Management Institute. (2013). A Guide to the Project Management Body of Knowledge,
Fifth Edition (PMBOK Guides).Newtown square, pennsylvania: project Management Institute,
Inc.
TSQ, Total Quality Management, Retrieved from:" http://asq.org/learn-about-quality/total-
quality-management/overview/overview.html"
SOAR Chapter 1, Examples of cultural change required (pg11), Retrieved from:
"http://src.alionscience.com/pdf/RAC-1ST/SOAR7_1st_Chapter.pdf"
Center for business practices, Project management metrics and measures, retrieved
from:"http://www.pmsolutions.com/audio/PM_Performance_and_Value_List_of_Measures.pdf"

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