Read the case study below and answer ALL the questions in this section.

Quality Management at Global Green Books Publishing

Global Green Books Publishing is growing its eBook business, satisfying demand for customized eBooks for the college

market and for a growing number of commercial customers. These customers expect a high$-$quality product that works in

each of the environments that their users use $$ various operating systems, eBook readers, and hardware $($desktop

computers, tablets$/$phablets$,$ and smartphones$).$

As part of the standard development process, each eBook goes through several quality checks. When the order is

received, a customer service representative checks the order, and a more senior customer service representative verifies

the order. During the Production Phase, a quality assistant will check the eBook against the job order and customer order

to make sure it is ready for production, and once approved by quality, each of the requested eBook formats are created. A

second quality check is performed by the customer service representative who is assigned to the customer to make sure

that each requested format is ready to release to the customer.

Some customers $($and their eBook users$)$ are complaining about quality problems in the eBooks they have received from

Global Green Books. Sometimes the eBooks do not work correctly in the intended environment. Sometimes, content is

not clear or fuzzy. Sometimes, a quality check will find that not all parts of the requested order have been included in the

eBook. This causes rework before the eBook can come back for a second quality check before being released to the

customer service representative for the final quality check. In each of these cases, the "cost of quality" is the cost of NOT

creating a quality product. Every time the project must rework an eBook to correct a quality defect, the cost of quality

increases.

Samantha and her project managers met with a key group of supervisors who are managing a critical number of the

eBook projects. They reviewed the lessons learned data and brainstormed from their experiences with producing eBooks

to identify some of the quality problems that they were seeing in the eBook projects.

The group agrees that they would like to make some changes to bring their total quality costs below the costs of quality

that they are currently incurring. This means that they want to reduce the costs of failing to meet customer requirements

or expectations and reinvest those savings into preventing problems as they go that do not meet the customer$$s

requirements, and checking to make sure that the eBook and all of its components conform to the customer$$s

requirements. Catching some of the quality problems sooner before the entire eBook is produced will also reduce the

internal failure costs that they are experiencing. These internal failure costs are rework and re$-$checking following the

quality checks by Quality and the customer service representative.

QUESTION $1(20$ Marks$)$

Customers are complaining about quality problems in the eBooks they have received from Global Green

Books. Project quality management aims to ensure that the project achieves what is anticipated. Discuss

the project quality management plan and how this plan can assist Global Green Books in mitigating these

complaints.