Customer Expectations: A client needs to do some maintenance on his house by having a window frame refurbished by cleaning and protected it from rust, and repainted. He also mentioned that the putty has hardened and became brittle and does not properly seal the glass and frame against water and rain. He wants the refurbished and painted window frame to last for 8-10 years before it needs maintenance again as this is the typical time period that suppliers of paint, such as Plascon and Dulux guarantee their products.

Project Response: Please do the following in developing a project response towards ensuring quality of the refurbishing project

1. Develop a specification including quality metrics (quality criteria, tolerances, methods and responsibilities) for the important refurbishing steps of the above-mentioned window frame in order to adhere to the clients expectations.

Note: Take care that you define your quality metrics in such a way that it includes in-process as well as appraisal verifications. At the end you must be able to guarantee the client an 8-10 year lifespan and have confidence in that guarantee.