CASE STUDY - MGT4108 Quality 23F Quality Management at eBook Publishing eBook Publishing is growing its business, satisfying demand for customized e-books for the college market and for a growing number of Commercial Customers. An e-book order is like a book order, except that the content is delivered digitally. Orders are usually for several copies of a custom e-book, destined for End Users such as a classroom of students. These Commercial Customers expect a high-quality product that is formatted for the digital environments of their End Users - including various operating systems, e-book readers, and hardware (desktop computers, tablets/phablets, and smartphones). End Users: eBook Students at orders eBooks Publishing Commercial Customers Algonquin College (Academic institutions) Learners/Readers of other institutions eBook Publishing Staff: Customer Service Representatives Senior Customer Service Representatives 00 00 Quality Assistant Production Teams As part of the standard development process, each e-book order goes through several steps. The process begins when a Customer Service Representative receives an order from their Commercial Customer. The CSR validates that the information in the order is complete and then a Senior Customer Service Representative verifies the order is properly documented on a Job Order form. During the production phase, Production Teams assemble one single e-book with all required additional learning material (like assignment templates, exercise files to be included with the e-book) and a Quality Assistant will check the single e-book against the Job Order to make sure it is correct and ready for production of the complete order. Once it is approved by the Quality Assistant, all copies of the requested e-books in the order are produced in the desired formats. A second quality check is performed by the Customer Service Representative to make sure that the order is complete and is ready to release to the Commercial Customer