Mini Case 09_Sona Ngoh.docx - INFS 724 Mini-Case Study 09...

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INFS 724 Mini-Case Study 09: Quality Management at Global Green Books Publishing Sona Ngoh Mini Case 9 – Due Apr 13, 2018, 11:59 PM INFS 724: Project & Change Management-Noteboom Submit mini case 9 Each question is worth 5 points A recorded lecture is posted. Comment on the following aspects of the case study: a) Consider the problems that Samantha and the group identified. What do you think are the causes of these problems? The case mentions the following problems found by Samantha and her team. 1. Team members do not know what the customer expects and just do the tasks assigned without knowing what is “good” 2. Quality checks are done at the beginning and the end of the whole eBook, but not on each component –content formats, correct conversions or desktop publishing. 3. These two factors lead to a perception among team members that quality is just simply some testing by some other groups (quality and customer service), rather than a way of working and reviewing or checking work as they proceed. Further, many team members don’t even see quality as their responsibility, because it’s something done by someone else. The problems identified by Samantha and her team can be tied to the lack of quality plans for their e- book projects. Considering the problems identified it is obvious that the people who actually do the work and could ensure quality at first attempt neither know what quality is expected nor have the motivation to ensure quality which they see as the responsibility of other people.

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