Managing Project Quality

Assignment Task one:

Sticky Bubble Gum

Case Study

Luan
9393820

Barbosa

Lopes

BARBOSA LOPES, Luan

Student number: 9393820
Professor: Dr Vaughan Coffey

01 Review of the Quality Manual and Documents

Provided
The topics of the standard that are presented in the Quality Manual of the
company were compared to what is stablished by the ISO 9001:2008. The Sticky
Bubble Gum (SBG) has a manual that does not cover all topics of the Quality
Management Systems Requirements, the topics 4.1, 6, 7.3, 7.6, 8.1 and 8.4 are
not presented in the companys document, consequently were not commented in
this comparison.

4 Quality management system

4.2 Documentation Requirements
The documentation of the case study is in conformity with the ISO
9001:2008 counting with all the documents required by the standard, including
the records. With regards to the quality manual, it covers all that is required by
the standard. The control of documents is made as the procedure P 4.2 of the
ISO defines including review and approval issue, proper distribution and control
of obsolete documents. In addition, the company adopt records to provide
evidence of conformity to requirements.

5 Management responsibility
5.1 Management commitment
The top management is in entirely agreement with the standard, following
the totality of the range of required tasks, being dedicated to stablish, maintain
and continue improving the quality management system.
5.2 Customer focus
The company has the customers requirements determinate and
forwarded to the responsible department in the search for solve them, conform
sets the ISO 9001: 208.
5.3 Quality policy
The SBG quality policy is not in concordance with what the ISO 9001:28
stablishes, since the standard states that the quality policy must be appropriate
to the purpose of the organization and the case study does not follow this
statement. While the purpose of the company says that they are committed to
providing the best quality bubble gun in the world today the quality policy is
based in provide a bubble gun that only meets the requirements of their clients.
A product which addresses the customers needs not necessarily has the best
quality that can be achieved. Furthermore, the standard requires the guarantee
of a framework for stablishing and reviewing quality objectives is not even

BARBOSA LOPES, Luan

Student number: 9393820
Professor: Dr Vaughan Coffey
mentioned in the quality policy of the SBG. The existence of a framework is
indispensable due it provides the quality aims to accompany the changes in the
clients needs.

5.4 Planning
The SBG quality objectives are in agreement with the standard being
measurable and discussed at the management meeting of each department, just
as the ISO 9001:2008 stablish when
mentioning that it has to be established at relevant functions and levels within
the organization. In addition, the quality management system planning is
according to the standard.
5.5 Responsibility, authority and communication
According to the ISO specifications, responsibilities and authorities must
be defined and communicated within the organization, but the company only
attach a chart to specify these aspects, which is not the more effective way to do
this, since is informal and may not be noticed by a huge number of people that
must have to. Moreover, the management representative has responsibilities
which according to the ISO include the maintenance of the processes, but the
company does not mention this aspect. Without the management developing the
task of maintenance, the entire process can be lost during the time.
5.6 Management review
The BSG management review is compatible with what is stablished in the
standard, being the company prepared to possible changes and improvements at
the quality management system

7 Product realization
7.1 Planning of product realization
With regards to the planning, the SBG is not in accordance with the item
that includes the measurement to the product and also do not mention the
document records that would be used to provide evidences of the realization of
the processes, including the results.
7.2 Customer-related process
The company determines all the requirements stablished by the standard,
but the recording of the results of the review are not mentioned by them.
7.4 Purchasing
The procedures to guarantee that the products are in conformance with
the requirement adopted by the SBG are the process stated by the standard. The
company also has the evaluation and selection of suppliers, the specifications
and review of documents, and verification of purchased products just as the ISO
specify.

BARBOSA LOPES, Luan

Student number: 9393820
Professor: Dr Vaughan Coffey
7.5 Production and service provision
The company adopt a control of production and service provision exactly
as the standard recommend, following all the applicable conditions cited by the
ISO. In addition, the identification and preservation methods stated by the
standard are followed by SBG.

8 Measurement, analysis and improvement

8.2 Monitoring and measurement
The monitoring of customer satisfaction is in compliance to the ISO,
having a determined method that can be found in the Costumer Related Process
Procedure, the Management Responsibility Procedure and in the QMS
Measurements table. The internal audit is overall fulfilled in
accordance to the standard, however the SBGs document does not cite the
necessity of impartiality, which is stated by the standard and means that
auditors are not indicated to audit their own work. Moreover, the ISO states that
the audit shall be recorded and maintained, but SBG does not mention that in
their document. On the other hand, the company is in totally agreement to the
standard with regards to the monitoring and measurement of processes, which
are suitable and show the ability of the process to achieve the planed results.
Furthermore, the monitoring and measurement of product is in compliance to the
ISO likewise.
8.3 Control of Nonconforming Product
The control of nonconforming product adopted by SBG ensure that the
product that are not adequate are identified and avoided to be used or delivered.
Nevertheless, the ISO states that the company must procedure to eliminate the
nonconforming and also take attitudes to impede the use of these products, but
SBG does not specify what would be done in this case.
8.5 Corrective and preventive action
The standard states that the company has to adopt corrective and
preventive actions, however the SBG document only stablish the corrective
actions. Taking preventive action is much easier and cheaper than corrective
actions and the company should to improve these activities. In addition, the
standard states that the documented procedure shall be stablished to define
requirements for, among other things, records of the results of action taken and
the company does not have such records.

BARBOSA LOPES, Luan

Student number: 9393820
Professor: Dr Vaughan Coffey

2 Quality Policy Improvement

The Quality police must be appropriate to the purpose of the organization.
The SBGs purpose is to provide the best bubble gum of the world using only
quality product, well trained labours and a high quality control. The current
quality policy of the company does not cover all these topics, making it look like
the company only wants to deliver the product requested by the client, therefore
this is the point which need to be improved. A new quality policy would be:
Sticky Bubble Gum will provide a product which outperforms the requirements
of our clients, delivering it on time and without any defects. We are fully
committed to offer high quality bubble gums made with excellent products, by
well-trained labours, also achieving the high standard of corporate excellence
and client satisfaction. Moreover, we will always be working to improve our
quality management system, adapting it to the market necessity.

BARBOSA LOPES, Luan

Student number: 9393820
Professor: Dr Vaughan Coffey

3 Identification of the Sticky Bubble Gums

stakeholders, their main points of interest and
how the company may manage each one
There are several ways to classify the different stakeholders, although the
most common is the classification into internal and external. Internal
stakeholders are all persons or entities closest to the organization and include its
owners, workers and managers. As for external stakeholders, these include
customers, suppliers, creditors, state and other persons or entities outside the
organization but that it has some kind of interest and that somehow can
influence.
The success of any enterprise depends on the participation of stakeholders
and its stakeholders and so it is necessary to ensure that their needs and
expectations are known and considered by the company. Overall, these
expectations involve satisfaction of needs, maximizing financial and ethical
behaviour of an administrator.
Owners: The main interests are the profits, reputation, and corporation general
results. To deal with them, the company must be profitable, maintained as high
quality and profitable and inform general results.
Workers: The main interests are having fare wages, secure and good
environmental conditions, and attention to their thoughts and necessities. To
deal with them, the company must pay fair salaries, always evaluating their
work, provide the necessary conditions to work and regular meetings to hear the
employees.
Managers: The main interests are new projects, products and strategies of the
corporation, and also general results and profits of the company. To deal with
them, the company must accomplish periodical performance and planning
meetings.
Customers: The main interests are quality and price of products, fast delivering
and appropriated treatment by the company. To deal with them, the company
must guarantee fair prices, quality products and deliver them on the right time.
Suppliers: The main interests are the maintenance of the contract and payment
by the provided products. To deal with them, the company must guarantee
payment and insure the maintenance of contracts.
Creditors: The main interest is the return on the investment and income
receiving. To deal with them, the company must insure good returns and always
inform about the company situation.
State: The main interests is taxation, employment and legalities. To deal with
them, the company must be in good standing with taxes and legal statements,
and also provide employment.

BARBOSA LOPES, Luan

Student number: 9393820
Professor: Dr Vaughan Coffey

4 Measurable objectives that could be adopted

by Sticky Bubble Gum
The company will implement a system of contact with customers to collect
data of satisfaction with the products and delivery. Trough surveys and clients
feedback the SBG will know the aspects that need to be improved and defects
which have to be extinct. The system will be implemented in three months
collecting data from 100% of the products.
The company will launch a new advertising program, increasing by 5% the
spends in publicity. The advertisement will expose to public the high quality of
the bubble gum, presenting it as the best bubble gum of the world. This action
claims the business expansion, making the brand increase the sales in the next
year.
The company will replace the current software responsible to administrate
the deliveries, providing training to all employees which will use it. The policy
also will be restructured and the objective is to reduce to zero the delays in the
deliveries at the finish of the implementations.

BARBOSA LOPES, Luan

Student number: 9393820
Professor: Dr Vaughan Coffey

Reference List
ISO, (2008). ISO 9001:2008 Quality Management Systems - Requirements.
Retrieved
From:
http://www.saiglobal.com.ezp01.library.qut.edu.au/PDFTemp/osu-201
Sticky Bubble Gum Quality Manual, (2002).