Capstone Assignment Instructions and Solution Tasks

Below you will find the scenario, instructions, and helpful notes as you complete this assignment.

Scenario

Your skills as a quality pro have gained you fame and notoriety. US Corp, an insurance services corporation, has hired you to improve the results they are getting from following their present quality plan and system. They have budgeted a fortune to complete a three$-$year project to establish a national command center and implement formal continuous improvement throughout the organization. The leadership has reviewed results from the first year $($see provided case study$)$ of the project and are not satisfied with the results. Employees and project team members are demoralized and have lost confidence in the current quality plan.

The leadership submitted the first$-$year case study to you and have asked you to perform the following tasks in the hopes of getting back on track and having a successful finish to the project.

Solution Tasks

After reviewing the provided case study, use the Quality Plan template to define a new quality plan for US Corp which addresses the following concerns and accomplishes the desires of the leadership mentioned in the scenario above. For each item below, add a clause or clauses to your new quality plan document describing the new approach which will solve the problems in the provided case study.

a$.$ How can the organization use quality principles to gain more employee participation?

b$.$ What tool can the team, who was recruited to revisit the Contact Center Project scope problem, use to clarify the processes involved?

c$.$ The pace of project tasks is slow. One of the factors slowing the pace is communication. What solution could be implemented to improve the effectiveness of communication between people involved in project tasks?

d$.$ Due to erratic results of early improvement projects and issues with standardizing changes, the leadership is seeking to adopt a more effective formal change methodology. What do you recommend?

e$.$ Review QA$$s business process management strategy and vision statement. If you apply Deming's $14$ Fourteen Points of Management, consider how well the statements align to them. Add clauses as needed to your new quality plan to make appropriate adjustments that align the organization with these principles.