BSBPMG411-418-CUE405 Mungunbaatar Losolsuren Task 1

Student Assessment Tasks
BSBPMG411 Apply project quality management

techniques
BSBPMG418 Apply project stakeholder engagement

techniques
BSBCUE405 Survey stakeholders to gather and record

information
BSBPMG411 / BSBPMG418 / BSBCUE405 Cluster Student Assessment Tasks
Table of Contents
Table of Contents 2
Assessment Information 3
Assessment Instructions 5
Assessment Task 1: Written Questions 6
Assessment Task 1 Instructions 8
Assessment Task 1 Checklist 11
Assessment Task 2: Project planning 13
Assessment Task 3: Project management activities 21
Assessment Task 4: Project management evaluation 29
© RTO Works 2019 SELC Career College Australia RTO: 91721 SELC-BSBPMG411-418 CUE405-AT-V2019.1.3 Page 2
Assessment Information
The assessment tasks for BSBPMG411 Apply project quality management techniques / BSBCUE405
Survey stakeholders to gather and record information / BSBPMG418 Apply project stakeholder
engagement techniques Cluster are included in this Student Assessment Tasks booklet and outlined in
the assessment plan below.
To be assessed as competent for this unit, you must complete all of the assessment tasks satisfactorily.
Assessment Plan
Assessment Task Overview

1. Written questions You must correctly answer all questions.
2. Project planning You are required to contribute to the project planning
process by developing a Project Quality Management
Plan and a stakeholder Management plan together with
the Project Manager. This will include recording an
interview with the Project Manager.
3. Project management activities You are required to implement stakeholder management
and quality control and assurance procedures to ensure
that the project is conducted to the agreed standards.
4. Project management evaluation You are required to interview the Marketing Manager and
write a report that determines the effectiveness of the
project’s stakeholder engagement and quality
management activities. You are also required to create
an online data storage account and file the submissions
you have made during the assessment in there.
Assessment Preparation
Please read through this assessment thoroughly before beginning any tasks. Ask your assessor for
clarification if you have any questions at all.
When you have read and understood this unit’s assessment tasks, upload your answer file/s into Moodle.
You will receive feedback from your assessor via Moodle.
Keep a copy of all of your work, as the work submitted to your assessor will not be returned to you.
Assessment appeals
If you do not agree with an assessment decision, you can make an assessment appeal as per your RTO’s
assessment appeals process.
You have the right to appeal the outcome of assessment decisions if they feel they have been dealt with
unfairly or have other appropriate grounds for an appeal.
Naming electronic documents

It is important that you name the documents that you create for this Assessment Task in a logical manner.
Each should include:
 Course identification code
 Assessment Task number
 Activity number
 Document title (if appropriate)
 Your own name
 Date it was submitted
For example, BSBPMG411/418/CUE405 Cluster AT3 Project Progress Report Joan Smith 20/04/20
Additional Resources
You will be provided with the following resources before you begin each Assessment Task.
Assessment Task 2
 Project Management Plan Summary
 Briefing Report
 Information Policy and Procedures
 Project Management Policy and Procedures
 Stakeholder Management Plan Template
 Project Quality Management Plan Template
 Recording Form
Assessment Task 3
 Project Schedule
 Project Finances Report
 Interim Project Status Report
 Website Developer Email
 Project Progress Report Template
 Project Change Request Form
Assessment Task 4
 Final Project Status Report
 Recording Form
 Project Management Evaluation Report Template
Assessment Instructions
Each assessment task in this booklet consists of the following:
Before downloading your assessment from Moodle, you must read and understand Student Assessment
Agreement. When you have read, understood and completed this unit’s assessment tasks, you need to tick
() the checkbox to accept the submission statement (Student Assessment Agreement & Student
Declaration) before uploading student Assessment answer file/s. You must click Save Changes on Moodle
to complete the submission process.
You will also receive feedback from your assessor via Moodle. The Assessment Task will be marked as
Satisfactory (S) or Not Satisfactory (NS). If your work has been assessed as being not satisfactory, your
assessor will upload feedback file into Moodle explaining reasons why. Your assessor will also discuss this
verbally with you and provide advice on re-assessment opportunities as per.
Our RTO’s re-assessment policy.
Depending on the task, this may include

 resubmitting incorrect answers to questions (such as short answer questions and case studies)
 resubmitting part or all of a project, depending on how the error impacts on the total outcome of
the task
 redoing a role play after being provided with appropriate feedback about your performance
 being observed a second (or third time) undertaking any tasks/activities that were not
satisfactorily completed the first time, after being provided with appropriate feedback.
Assessment Task Information

This gives you:
 a summary of the assessment task
 information on the resources to be used
 submission requirements
 re-submission opportunities if required
Assessment Task Instructions

These give questions to answer or tasks which are to be completed.
Your answers need to be typed up using software as indicated in the Assessment Task Instructions.
Copy and paste each task’s instructions into a new document and use this as the basis for your assessment
task submission. Include this document’s header and footer.
If you are submitting electronically, give the document a file name that includes the unit identification
number, the task number, your name and the date.
Checklist
This will be used by your assessor to mark your assessment. Read through this as part of your preparation
before beginning the assessment task. It will give you a good idea of what your assessor will be looking for
when marking your responses.
Assessment Task 1: Written Questions
Task summary
This is an open book test, to be completed in the classroom.
A time limit of 2 hours to answer the questions is provided.
You need to answer all of the written questions correctly.
Your answers must be word processed and sent to the assessor as an email attachment.
Required
 Access to textbooks and other learning materials
 Computer with Microsoft Office and internet access
Timing
Your assessor will advise you of the due date of this assessment.
Submit
 Answers to all questions
Assessment criteria
All questions must be answered correctly in order for you to be assessed as having completed the task
satisfactorily.
Re-submission opportunities
You will be provided feedback on their performance by the Assessor. The feedback will indicate if you have
satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
written feedback along with guidance on what you must undertake to demonstrate satisfactory performance.
Re-assessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt with
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any
part of this task or if you have any learning issues or needs that may hinder you when attempting any part of
the assessment.
Written answer question guidance

The following written questions use a range of “instructional words” such as “identify” or “explain”, which tell
you how you should answer the question. Use the definitions below to assist you to provide the type of
response expected.
Note that the following guidance is the minimum level of response required.
Analyse – when a question asks you to analyse something, you should do so in detail, and identify
important points and key features. Generally, you are expected to write a response one or two paragraphs
long.
Compare – when a question asks you to compare something, you will need to show how two or more things
are similar, ensuring that you also indicate the relevance of the consequences. Generally, you are expected
to write a response one or two paragraphs long.
Contrast – when a question asks you to contrast something, you will need to show how two or more things
are different, ensuring you indicate the relevance or the consequences. Generally, you are expected to write
a response one or two paragraphs long.
Discuss – when a question asks you to discuss something, you are required to point out important issues or
features and express some form of critical judgement. Generally, you are expected to write a response one
or two paragraphs long.
Describe – when a question asks you to describe something, you should state the most noticeable qualities
or features. Generally, you are expected to write a response two or three sentences long.
Evaluate – when a question asks you to evaluate something, you should put forward arguments for and
against something. Generally, you are expected to write a response one or two paragraphs long.
Examine – when a question asks you to examine something, this is similar to “analyse”, where you should
provide a detailed response with key points and features and provide critical analysis. Generally, you are
expected to write a response one or two paragraphs long.
Explain – when a question asks you to explain something, you should make clear how or why something
happened or the way it is. Generally, you are expected to write a response two or three sentences long.
Identify – when a question asks you to identify something, this means that you are asked to briefly describe
the required information. Generally, you are expected to write a response two or three sentences long.
List – when a question asks you to list something, this means that you are asked to briefly state information
in a list format.
Outline – when a question asks you to outline something, this means giving only the main points, Generally,
you are expected to write a response a few sentences long.
Summarise – when a question asks you to summarise something, this means (like “outline”) only giving the
main points. Generally, you are expected to write a response a few sentences long.
Assessment Task 1 Instructions
Provide answers to all of the questions below:
1. Discuss the importance of implementing quality assurance processes and requirements.

Provide at least two examples of quality assurance processes and requirements to support your
answer.
Quality assurance is one facet of the larger discipline of quality management. Managing the quality of
production involves many detailed steps of planning, fulfilling and monitoring activities. The quality
assurance function is concerned with confirming that a firm’s quality requirements will be met.
This may seem similar to quality control, another facet of the management process. The “quality assurance”
term is often used interchangeably.
- Quality approaches
- Standards
2. Discuss the importance of implementing quality control processes and requirements. Provide at
least two examples of quality control processes and requirements to support your answer.
Quality control is essential to building a successful business that delivers products that meet or exceed
customers’ expectations. It also forms the basis of an efficient business that minimizes waste and operates
at high levels of productivity. A quality control system based on a recognized standard, such as ISO 9001
published by the International Organization for Standardization, provides a strong foundation for achieving a
wide range of marketing and operational benefits.
-
3. Describe the key quality criteria as referenced in the quality standards in the ISO:9001:2008
Standards. In addition, explain why an organisation may choose to adopt these Standards.
Requirements of ISO:9001:2008 are available for every companies, regardless of size, type and product
provided.
4. Explain how Total Quality Management theory can be applied within an organisation.
TQM is an organization-wide philosophy with its core values centered on continually improving the quality of
its product and services, and the quality of its processes, to meet and exceed customer expectation.
This means that everyone in the organization from top management to the employees plays a role in
providing quality products and services to customers. Even suppliers and the customers themselves are part
of the TQM
5. Explain how the Six Sigma methodology can be applied within an organisation.
The Six Sigma methodology philosophy focuses on better understanding of customer requirements,
improving business systems throughout the organization, and enhancing the organization’s financial
performance. It is used to improve the organization’s products, services and processes across various
disciplines, including production, product development, marketing, sales, finance, and administration. The
Six Sigma management method integrates profound knowledge of statistics, engineering, process, and
project management.
6. Describe the application of cause and effect diagrams for quality control.
Cause and effect diagrams are used in problem-solving situations and in general analysis to identify factors
related to a problem or opportunity to help the problem-solving or analysis team understand how those
factors may cause the given effect, and to help the problem-solving or analysis team focus in “next-steps” in
process improvement.
7. Explain the application of cost benefit analysis to project quality.

Cost benefit analysis is a systematic approach to estimating the strengths and weaknesses of alternatives
used to determine options which provide the best approach to achieving benefits while preserving savings A
CBA may be used to compare completed or potential courses of actions, or to estimate the value against the
cost of a decision, project, or policy.
8. Provide three examples of common project quality standards.

ISO 9001 - The standard was updated in 2015, and now places a greater emphasis on risk management.
The standard is generic, and can be used in any organization in any sector. Over 1,000,000 ISO
certifications have been given out in over 170 countries according to the ISO Survey of Management
System Standard Certifications.
ISO 14001 - ISO 14000 is a family of standards relating to the environment. It includes multiple standards,
similar to ISO 9000. ISO 14001:2015 is the most popular in the family, and is the only one in which an
organization can be certified.
ISO 27000 - Started in 2005, the two most popular standards are ISO 27001:2013 and 27002:2013. 27001
is management-based system, whereas 27002 is a technical document, focused on the individual and
putting a code of conduct in place.
9. Explain the importance of quality standards as part of the project life cycle.
Quality Standards are the requirements or the guidelines in order to meet the expectation of the clients.
Quality standards are different from country to country, the differences should be minimised especially in a
global working environment. Thus in order to meet the expectation of a client, one should ask for clarification
which quality standard he or she prefer.
10. Describe the concept of a stakeholder in a project and give three examples of project
stakeholders.
Stakeholders are people who are invested in the project and who will be affected by your project at any point
along the way, and their input can directly impact the outcome. They are typically the members of a project
team, project managers, executives, project sponsors, customers, and users.
- Steering committee
- Executives
- Resource managers
11. Identify and describe three common problems that can lead in variations in stakeholder
engagement to that described in the Project Management plan.
Wrong communication methods – Every piece of communication the project distributes should have a
purpose. Choose the right communication method for each stakeholder. Consider how the communications
can be two way.
Misunderstand stakeholders needs - Needs are not requirements, requirements are specific attributes of
your deliverable within your project. A project delivers machinery to replace shop floor workers could be
opposed by trade unions who may need the project to fail.
Incorrect management strategy used - Our final problem with stakeholder management is where project
teams choose an inappropriate strategy to deal with a particular stakeholder.
12. Review the following scenario and explain who the stakeholders are. Briefly analyse their
interests and expectations. Your answer should include at least three stakeholders.
A company decides to contract a web site developer to build it a new web site. A number of
suppliers will be approached for quotes. The company has no previous web site as up to now as
it is a new business. The company consists of a Board of Directors, a CEO and five other staff.
I mentioned the stakeholders below.
- Board of Directors
- CEO
- Employees
A stakeholder is a party that has an interest in a company and can either affect or be affected by the
business. The primary stakeholders in a typical corporation are its investors, employees, customers and
suppliers.
13. Describe the following levels of stakeholder engagement and for each level describe at least
two methods of engaging stakeholders and explain why it is crucial to take into account of
stakeholders’ interests and expectations?
a. Inform
For those whom the change has minimal impact, they may just need awareness that something
new is happening. Rather than surprising them later, make an effort to inform them before the
change happens. That way, they can gauge for themselves the impact the change will have on
them.
b. Consult
Gather result on the given information. Analyse that information and identify prospects for further
action.
c. Involve
For those who are closest to the change, it would be better to invite them to participate. Rather
than trying to convince (influence) them to do something different or adopt a new way of doing
things, you could ask for their help in designing the new way.
d. Empower
Empower them to work together to find the way. For example, invite the people who will use a
new information system to design the reports they need to improve on the existing ones.
14. Describe three stakeholder engagement approaches.

Consultation – Involved, but not responsible and not necessarily able to influence outside of consultation
boundaries. Limited two-way engagement: organization asks questions, stakeholders answer.
Partnership – Shared accountability and responsibility. Two-way engagement joint learning, decision making
and actions.
Push communications – One-way engagement. Organization may broadcast to all stakeholders or target
particular stakeholder groups using various channels e.g. email, letter, webcasts, podcasts, videos, leaflets.
15. Explain the concept of the salience model and its relationship to stakeholder analysis.
The Salience Model for project stakeholders is graphically depicted as a Venn diagram. Each assessment
parameter has a major circle and the intersections of each major circle helps you identify project
stakeholders that have multiple needs.
Mentioned below is a description of each type of project stakeholder as per the Salience Model:
 Core – These are the critical project stakeholders.
 Dominant – Such project stakeholders have power and legitimacy.
 Dependent – as per the Salience Model, these project stakeholders have no real power on the
project.
 Dangerous - Appropriately named classification, these stakeholders have power and urgency, but
no legitimacy.
 Latent - Possibly the best category project stakeholders.
 Demanding - Such stakeholders in the Salience Model are people that always seem to think that
their work needs your immediate attention.
 Discretionary - Another wonderful classification of project stakeholders.
 Non-stakeholders - These people are not stakeholders in the project.
16. Explain the concept of the power/interest grid and its relationship to stakeholder analysis.
The Power/Interest Grid contains four quadrants. Each quadrant gives you an indication of the level of
stakeholder management that you’ll have to employ and may also influence the type of communication style.
Stakeholders that lie in the Manage Closely quadrant can easily ensure project failure, if you don’t manage
them properly. For example, suppose you are the project manager of a consulting project. The sign-off
authority on the deliverables is someone who’ll fall in the Manage Closely quadrant in the Power/Interest
Grid. However, your business development manager does not need to be managed closely
17. Identify at least two (2) types of information and its sources when undertaking a survey with
stakeholders
A stakeholder survey can provide useful feedback for an organisation or part of an organisation that is
involved in a two way provision of significant services.
- Questionnaire
- Question-response format
18. Outline at least two (2) procedures and security measures that can be used in an organisation
when accessing, storing, retrieving and sharing data from databases?
Ensure physical database security - In the traditional sense this means keeping your database server in a
secure, locked environment with access controls in place to keep unauthorized people out. But it also
means keeping the database on a separate physical machine, removed from the machines running
application or web servers.
Encrypt data - It is standard procedure in many organizations to encrypt stored data, but it's important to
ensure that backup data is also encrypted and stored separately from the decryption keys.
19. List and explain at least two (2) rights of individuals when they are being surveyed or interviewed
in accordance to Privacy legislation?
 Access to personal information - A person has the right to determine what sort of information about
them is collected and how that information is used. The Privacy Act of 1974 prevents unauthorized
disclosure of personal information held by the federal government. A person has the right to review
their own personal information, ask for corrections and be informed of any disclosures.
 Online privacy - Browsers and social media platforms, such as Facebook and Twitter, allow users to
choose levels of privacy settings, from share everything to only share with friends to share only the
minimum, such as your name, gender and profile picture. Protecting personally identifiable
information is important for preventing identity theft.
20. List and explain at least two (2) legislation and statutory and regulatory requirements to be
considered when surveying stakeholders?
- The Department of Transport (DoT) is embarking on a major reform program to improve the Written-off
Vehicle Register (WOVR) framework.
- Food Standards Australia New Zealand ran a stakeholder satisfaction survey from April through to 21
June 2017. Food Standards News and in direct emails to subscribers and FSANZ committee members.
We received 537 responses to the survey.
21. Outline at least two (2) recording equipment that can be used when recording information during
an interview?
 Digital audio workstation - The digital audio workstation is the primary software used to record, edit,
and mix music on your computer. Their visual design has remained basically the same ever since.
 Microphones - Microphones have been around since long before recording studios ever existed. Yet
ironically, in all those years, very little about them has changed.
Assessment Task 1 Checklist
Student’s name:
Did the student provide a sufficient and Satisfactory

performance Comments
clear answer that addresses the
suggested answer for the following? Yes No
Question 1
Question 2
Question 3
Question 4
Question 5
Question 6
Question 7
Question 8
Question 9
Question 10
Question 11
Question 12
Question 13
Question 14
Question 15
Question 16
Question 17
Question 18
Question 19
Question 20
Question 21
Task Outcome: Satisfactory  Not Satisfactory 
Assessor name
Assessor signature
Date
Assessment Task 2: Project planning
Task summary
In this assessment task, you are required to contribute to the project planning process by developing a
Project Quality Management Plan and a Stakeholder Management Plan together with the Project Manager.
This will include recording an interview with the Project Manager.
This assessment is to be completed in the simulated work environment in the RTO.
Required
 Computer and Microsoft Office
 Access to the Internet for research
 Briefing Report
 Project Management Plan Summary
 Project Management Policy and Procedures
 Stakeholder Management Plan Template
 Project Quality Management Plan Template
 Recording Form
Timing
Your assessor will advise you of the due date of these submissions.
Submit
 Answer all questions
 Recording Form Project manager
 Audio file
 Email with Draft Project Quality Management Plan and Draft Stakeholder Management Plan
attached
 Email with Project Quality Management Plan and Stakeholder Management Plan attached
Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address all
of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to complete
further assessment to demonstrate competence.
the assessment.
Carefully read the following:
Native Bush Spices Australia is based in Coffs Harbour, NSW. The business was established in 2010 to
cater for a demand for Australian native food products. The company has organic certification. The company
manufactures and retails a range of organic, Australian native foods including Native herbs and spices,
Native herbal teas and Native fruit jams and conserves.
Currently the business is selling its products through a number of small supermarkets and health stores
throughout Australia. The company also has a very basic website that includes four pages: Home, About Us,
Products and Contact Details.
The company’s overall business objectives for the next three years are to increase sales and create brand
awareness, develop a broader product range, as well as expand into overseas markets, most likely Hong
Kong, Japan and Singapore.
The company’s target customers are those that enjoy gourmet foods.
The age range of Australian consumers buying products is between 35 and 65.
Most consumers are health conscious, care about protecting the environment and have an average annual
income of $80,000.
The company currently employs the following staff in its head office: CEO, Operations Manager, Marketing
Manager, Customer Service Officer and two administration staff. Ten staff are employed in the factory
making and distributing the products.
It has been decided that a new website is needed as part of the marketing communications strategy. The
new website is seen as a critical part of the company’s expansion strategy. You have been appointed as a
Project Officer on this project to support the Project Manager.
As the new website is seen as a critical part of the company’s expansion strategy, the Project Manager has
stressed the importance of project quality and has tasked you to assist with managing quality within this
project through assisting with determining quality requirements and then implementing quality processes.
The CEO has advised of a strict budget of $11,000 for this project, with no variances allowable. The budget
is based on estimated costs.
A key aim is that customers are attracted to the website and find it easy to use.
Timing is also an issue, as the website should be ready by October to be ready for the Christmas season:
assume that it is currently June.
The company has established procedures for project management, and these are documented in the
Project Management Policy and Procedures.
The website has been identified as being of top priority for the company, and the board has directed that the
project’s quality management plan should be developed prior to the project kick-off. And, as the project will
require committed input from a wide range of internal and external stakeholders, the board has also directed
that the project’s stakeholder management procedures also be established as a high priority.
The Project Management Plan has not been completed, but a summary has been written and this can be
used as a base for developing the other plans that are required.
Complete the following activities:
1. Prepare for a meeting with the Project Manager

In preparation for the meeting, you are required to review the Briefing Report, prepared by the
Project Manager. It contains relevant information on the website project quality objectives and
standards. Review the Project management Plan Summary also.
At the meeting, you will work with the Project Manager to create a Project Quality Management
Plan for the website project. Review the Project Quality Management Plan Template, as you will
be completing this following the meeting with the Project Manager.
The project quality management plan cannot be completed until after the meeting with the
Project Manager but write some notes on what you think would be appropriate for each section
based on the project management policy and procedures.
You will have the opportunity to discuss your notes at the meeting with the Project Manager.
You will also be working with the Project Manager to create a Stakeholder Management Plan, so
review the Stakeholder Management Plan Template, as you will be completing this following the
meeting. Consider also what would be appropriate for this plan given the case study information.
You should bring your own ideas to the meeting, not just expect the Project Manager to tell you
what to write in the plans.
You are required to make a recording of your meeting with the Project Manager and store an
electronic audio version of this with your documents. You will have to use your mobile phone, or
a microphone connected to your workspace or laptop computer.
The quality of the audio recording should be good enough for someone to make out all of your,
and the Project Manager’s, words, so practice recording and storing the audio prior to the
meeting.
Plan the interview to gather maximum information relevant to the project quality. This may
involve writing down the questions you wish to ask prior to the meeting so you can ensure that
the Project Manager give you comprehensive statements on what they expect from you in terms
of project quality.
To comply with privacy legislation, it is important that you inform the Project Manager at the start
of the meeting that you will be making a recording of it. You must gain the interviewee’s
approval to record the meeting.
22. Meet with the Project Manager (your assessor)

The objective of this meeting is to develop the Project Quality Management Plan and the
Stakeholder Management Plan with the Project Manager.
Begin by obtaining the Project Manager’s permission to record the meeting.
Discuss each section of the Project Quality Management Plan as set out in your notes. Only
move on to the next section when both you and the Project Manager have agreed on what you
will write there. Take notes to help you write the plan in more detail after the meeting.
In the same way, discuss your ideas for the Stakeholder Management Plan as set out in your
notes.
During the meeting, you are required to treat the Project Manager fairly and equitably, in a way
that a Project Assistant wold treat a Project Manager in such a company.
During the meeting, you will be required to demonstrate effective communication skills including:
 Speaking clearly and concisely
 Using non-verbal communication to assist with understanding
 Asking questions to identify required information
 Responding to questions as required
 Using active listening techniques to confirm understanding
23. Complete a Recording Form

As set out in the Information Policy and Procedures, a Recording Form should be completed for
every recorded meeting.
When you have concluded your meeting with the Project Manager, listen to the recording you
have made of the interview, sorting and analysing the information you collected, taking notes
where relevant. Collate, sort and analyse the information you have collected, then include the
most relevant information in the Recording Form.
Save the file as set out in the policy and procedures.

When completed, submit the Recording Form and audio file to the Project Manager (your
assessor).
Recording Form
This form is to be completed for each recording made for Native Bush Spices Australia
Interviewer: Project Officer
Interviewee(s): Project Manager
Date: 02/10/2020
Time: 13:00 PM
Was permission to record given to interviewer? Interviewer get the permission to record interview.
Name of audio file: Interview with Project Manager about the project
Topics discussed:
- Stakeholders engagement
- Project quality goals
- The main steps for the objectives
- Satisfaction of the project
24. Develop the Project Quality Management Plan

Use your notes and the information provided at the meeting to complete the Project Quality
Management Plan.
Use the Project Quality Management Plan Template to guide your work.
The project quality management plan still has to be approved by the Project Manager, so save
this document as Draft Project Quality Management Plan.
Quality Management Plan
Purpose
Outline the purpose of the Quality Management Plan
- To increase the profit of the company
- To decrease the expenses as much as possible
- To promote our company more to the consumers
- To make a first step to establish online store
Quality objectives
Describe the quality objectives
- To make an organized company website
- To renew the some other options more easily
- To make easy to having an vital information
- To attract consumers attention
- To establish more possibilities
Quality Standards and Metrics

Include at least 10 quality standards for the Website Design project.
Quality metrics should be chosen for each quality standard. Each should include an explanation of how the
metric applies to the quality of the product or process it is being used to measure. Additionally, any
thresholds or limits should be clearly stated.
Metrics should always be clear, measurable, controllable, and reportable.
Quality Standards:
- ISO9000
- ISO22000
Quality Metrics:
- To measure the outputs of the processes and the outcomes of the procedures followed
- To provide quantitative format to ensure suitable actions, controls or further measures adopted or
tweaked to achieve desired state of outcome
Quality Assurance and Control Mechanisms

Quality Control:
Monitor specific project productions to determine if we meet performance measurement thresholds defined
in the quality management plan
Projects execution and Control
Quality assurance:
Determine if measurement of quality is appropriate by evaluating overall performance on a regular basis to
insure the project will satisfy customer quality expectations
Project execution and control
Quality roles and responsibilities

Project Developer – Quality assurance management, quality audits
Project Supervisor – Quality audits, Mentoring the Project Developer
Project Officer
Project Manager – Quality Mentoring Project officer
Board of Directors Chair – Approval of project phases
Quality methods, techniques and tools to resolve quality issues
Survey to Volunteers – Determine satisfaction of volunteers annually

Survey to clients – Determine satisfaction of clients annually
Volunteers attending High Five Training – Determine success of High Five Training
Staff attending High Five Training – Determine success of High Five Training
Outcome measures – Collect data on retention rate
Outcome measures – Collect date on goal improvement
Quality control and assurance problem reporting

- Failure Testing
- Lack of documentation
- Lack of training
- Lack of statistical control
25. Develop the Stakeholder Management Plan

Use your notes and the information provided at the meeting to complete the Project Quality
Management Plan.
Use the Stakeholder Management Plan Template to guide your work.

The project quality management plan still has to be approved by the Project Manager, so save
this document as Draft Stakeholder Management Plan.
Stakeholder Management Plan
Purpose
Outline the purpose of the Stakeholder Management Plan
- Identify Stakeholders
- Plan Stakeholder Management
- Manage Stakeholder Engagement
- Control Stakeholder Engagement
Stakeholders
Describe all stakeholders associated with the project and their likely and differing interests.
- Project Developer
- Project Supervisor
- Project Officer
- Project Manager
- Board of Directors Chair
Stakeholder engagement methods

Identify and describe suitable forms of engagement with stakeholders and based on their communication
needs.
- One-on-one meetings to discuss vision
- Attendance at requirements workshops as needed
- Attendance at the release planning meeting
- Email communication when program
- Pulled into individual or group meetings as needed
Stakeholder engagement responsibilities

Allocate and describe the stakeholder engagement responsibilities for team members.
 Monitor
 Advocate
 Consult
 Dialogue
 Collaborate
26. Send an email to the Project Manager (your assessor).

The text of the email should be in grammatically correct English, written in an appropriate (polite,
business-like) style.
It should introduce and summarise the contents of the attachment.
The email text should ask the Project Manager to review the draft documents that you have sent
them, and give you their feedback.
Attach your Draft Project Quality Management Plan and Draft Stakeholder Management Plan to
the email:
Dear Project Manager
I would like to summarize the main point of the website project’s quality management plan and
stakeholder management plan. The main purpose of the plan is increase the profit and decrease the
cost. About the objectives, we should rely on the advantage of the new website. Also, I defined all the
roles and responsibilities in the plan. You can see them from the attached files. In the stakeholder
management plan, I mentioned all the stakeholders and their engagement methods.
If you have any question about the draft project quality management and draft stakeholder
management plan.
Please send me an email, after you receive this email.
Sincerely,
Project officer
27. Update the Project Quality Management Plan.

Make a final version of the Project Quality Management Plan that incorporates the Project
Manager’s suggestions and alterations.
Save this version as Project Quality Management Plan

Quality Management Plan
Purpose
Outline the purpose of the Quality Management Plan
- To increase the profit of the company
- To decrease the expenses as much as possible
- To promote our company more to the consumers
- To make a first step to establish online store
Quality objectives
Describe the quality objectives
- To renew the some other options more easily
- To establish appropriate possibilities to get the information
- To attract consumers attention
- To reflect on customer feedback
Quality Standards and Metrics

Include at least 10 quality standards for the Website Design project.
Quality metrics should be chosen for each quality standard. Each should include an explanation of how the
metric applies to the quality of the product or process it is being used to measure. Additionally, any
thresholds or limits should be clearly stated.
Metrics should always be clear, measurable, controllable, and reportable.
Quality Standards:
- ISO9000
- ISO22000
Quality Metrics:
- To measure the outputs of the processes and the outcomes of the procedures followed
- To provide quantitative format to ensure suitable actions, controls or further measures adopted or
tweaked to achieve desired state of outcome
Quality Assurance and Control Mechanisms

Quality Control:
Monitor specific project productions to determine if we meet performance measurement thresholds defined
in the quality management plan
Projects execution and Control
Quality assurance:
Determine if measurement of quality is appropriate by evaluating overall performance on a regular basis to
insure the project will satisfy customer quality expectations
Project execution and control
Quality roles and responsibilities

Project Developer – Quality assurance management, quality audits
Project Supervisor – Quality audits, Mentoring the Project Developer
Project Officer
Project Manager – Quality Mentoring Project officer
Board of Directors Chair – Approval of project phases
Quality methods, techniques and tools to resolve quality issues

Survey to Volunteers – Determine satisfaction of volunteers annually
Survey to clients – Determine satisfaction of clients annually
Volunteers attending training – Determine success of High Five Training
Staff attending training – Determine success of High Five Training
Outcome measures – Collect data on retention rate
Outcome measures – Collect date on goal improvement
Quality control and assurance problem reporting

- Failure Testing
- Lack of documentation
- Lack of training
- Lack of statistical control
28. Update the Stakeholder Management Plan.

Make a final version of the Stakeholder Management Plan that incorporates the Project
Save this version as Project Quality Management Plan
Stakeholder Management Plan
Purpose
Outline the purpose of the Stakeholder Management Plan
- Identify Stakeholders
- Plan Stakeholder Management
- Manage Stakeholder Engagement
- Control Stakeholder Engagement
Stakeholders
Describe all stakeholders associated with the project and their likely and differing interests.
- Project Developer
- Project Supervisor
- Project Officer
- Project Manager
- Board of Directors Chair
Stakeholder engagement methods

Identify and describe suitable forms of engagement with stakeholders and based on their communication
needs.
- One-on-one meetings to discuss vision
- Attendance at requirements workshops as needed
- Attendance at the release planning meeting
- Email communication when program
- Pulled into individual or group meetings as needed
Stakeholder engagement responsibilities

Allocate and describe the stakeholder engagement responsibilities for team members.
 Monitor
 Advocate
 Consult
 Dialogue
 Collaborate
29. Send an email to the Project Manager (your assessor).

When you have modified the plans to reflect the feedback you have received from the Project
Manager, send a copy of these to the Project Manager.
It should introduce and summarise the contents of the attachments.
The email text should also ask the Product Manager to give their approval of these versions of
the documents.
Attach the Project Quality Management Plan and Stakeholder Management Plan to the email.
Dear Project Manager
I hereby to notify you of the project quality management plan and stakeholder management plan by this
email. In the previous email, I summarized the main content of the project quality management plan
and stakeholder management plan. The main difference of draft and exact file, I renewed the purpose
and objectives of the project quality management plan. About the stakeholder management plan, I did
not updated any other.
If you have any question about the project quality management and draft stakeholder management
plan.
Please send me an email, after you receive this email.
Sincerely,
Project officer
Student’s name:
Satisfactory
Did the student: performance Comments
Yes No
Assist with determining the quality requirements of
project stakeholders?
Assist with identifying quantifiable quality criteria for
project deliverables?
Source information to locate and interpret quality
policy and procedures?
Assist with developing quality requirements in the
project plan and processes?
Identify the source of the information in the audio
recording?
Collect and document information as set out in the
Information Policy and Procedures?
Collate, sort and analyse the information collected to
support the writing of the Project Quality Management
Plan?
Ensure the contents of the Recording Form is in line
with the Information Policy and Procedures?
Take comprehensive statements from the Project
Manager to support the development of the Project
Quality Management Plan?
Plan, manage and conduct the interview with the
Project Manager to gather maximum information
relevant to the project quality?
Treat the interviewee fairly and equitably?
At the meeting, demonstrate effective communication
skills including:
 Using non-verbal communication to assist with
understanding
 Using active listening techniques to confirm
understanding?
Identify the stakeholders that are relevant to the
project’s objectives?
Segment the stakeholders’ interests and determine
the best ways to engage them?
Student’s name:
Satisfactory
Yes No
Consider the interests of the project’s stakeholders
when developing the project plans?
Determine and document the communication needs
of the project’s stakeholder?
Communicate information as planned within authority
levels?

Assessor name
Assessor signature
Date
Assessment Task 3: Project management activities
Task summary
In Assessment Task 3 you are required to implement stakeholder management and quality control and
assurance procedures to ensure that the project is conducted to the agreed standards.
Required
 Computer and Microsoft Office
 Access to the Internet for research
 Project Progress Report Template
Timing
Submit
 Conflict Management Presentation
 Project Quality Management Plan Baseline
 Stakeholder Management Plan Baseline
 Project Progress Report
 Email with Project Change Request Form attached
Assessment criteria
the assessment.
The Project Manager has approved your Project Quality Management Plan and Stakeholder Management
Plan.
You are required to hold a meeting with the Project Team to discuss and review the Management Plans.
Additionally, the CEO has asked you to use this as an opportunity to support development of team
members’ interpersonal skills in effective stakeholder engagement, as well as to be clear about behavioural
expectations throughout the life of the project, focussing on conflict management.
1. Prepare for a meeting

You are required to prepare and conduct a 15-minute information and training session on
conflict resolution techniques and procedures as part of the Project Team meeting. You will
need to develop PowerPoint slides to accompany the conflict management training session. You
must also find an interesting short video (maximum 10 minutes) on conflict management to add
interest to your presentation.
Your presentation must address, as a minimum:

 The contents of the Project Quality Management Plan and Stakeholder
Management Plans.
 Introduction to conflict
 Common source of conflict in the workplace
 Preventative strategies for alleviating or eliminating conflict
 Techniques for handling conflict.
Save this file as Conflict Management Presentation.

When completed, submit the presentation to the Project manager (your assessor).
2. Meet with the project team.

You are now required to hold a meeting with staff to review the Project Quality Management
Plan and the Stakeholder Management Plan.
You will also be expected to allocate team roles and responsibilities in relation to stakeholder
management, as well as deliver the conflict management training.
During the meeting you will be required, on at least one occasion, to identify and implement
actions that will address differing interests between the stakeholders. Your goal will be to gain
approval for the baseline versions of your documents from all participants.
Begin the meeting by summarising the information in your Project Quality Management Plan,
encouraging discussion and feedback on your plan. Following the meeting you will be required
to revise these documents to reflect the feedback you receive at the meeting, so take notes on
the feedback that is given.
Then summarise the information in your Stakeholder Management Plan. Encourage discussion
and ask for feedback on this plan also. Ensure team roles and responsibilities are discussed and
agreed on.
Then provide your training on conflict management.
Close the meeting with a summary of the meeting attendees’ feedback and thank them for their
participation.
3. Revise the Project Quality Management Plan.

Make a final version of the Project Quality Management Plan that incorporates the Project
Save this version as Project Quality Management Plan Baseline

When completed, submit the document to the Project manager (your assessor).
4. Update the Stakeholder Management Plan.

Make a final version of the Stakeholder Management Plan that incorporates the Project
Save this version as Stakeholder Management Plan Baseline

When completed, submit the document to the Project manager (your assessor).
The website project has been underway for one month and the Project Manager has received updates from
several project stakeholders as requested. They have asked you to implement quality control processes
according to the agreed quality control processes and guidelines. The report will enable the Project Manager
to initiate appropriate action.
5. Develop a Project Progress Report

You are required to implement quality control processes according to the agreed quality control
processes and guidelines by writing a project progress report.
Review the following documents:

 Project Management Plan
Then develop a Project Progress Report on the implementation of project quality processes that
addresses the following:
 Assessment of the extent to which the project processes to date meet the quality
management plan developed.
 Assessment of the extent to which the website is meeting the quality specifications
documented in the quality management plan.
 Identify causes of variance to quality metrics and action to be taken to address
recommendations.
Use the Project Progress Report Template to develop the report.

When completed, submit your Project Progress Report to the Project Manager (your assessor).
You have just received the following email:
Dear Website Project Team
I recently attended a marketing forum that included some content on effective websites, which focussed
on the inclusion of videos on website. I found this to make the showcased website to be much more
interesting and memorable. I would therefore like to incorporate this into our website development
project. I have made some enquiries with the website developers how have assured me this is
possible. This would involve an additional cost of $4,000, which I am giving permission to add to the
existing budget.
Please complete the relevant documentation and forward it to me for signing off.
Regards
CEO
6. Complete a Project Change Request Form.

Apply quality policies and procedures as set out in the Project Quality Management Plan.
Complete a Project Change Request Form in response to the email that you have received.
7. Send an email to the Project Manager

The objective of this email is to apply quality policies and procedures as set out in the Project
Quality Management Plan.
It should introduce and summarise the contents of the attachment and seek their feedback.
Attach your Project Change Request Form to the email.
Student’s name:
Satisfactory
Yes No
Select and then apply quality management tools and
methodologies to project processes to determine
whether quality requirements are being met?
Maintain quality control records?
Identify the need to complete a change request to
meet quality requirements of the projects and file
accordingly?
Develop a Project Progress report that identifies
shortfalls in quality outcomes and required outcomes?
Develop a Project Progress report that is part of the
ongoing review of project outcomes to assess the
effectiveness of the quality management activities?
Implement quality assurance processes by
completing a project quality evaluation?
Identify and implement actions that address differing
stakeholder interests?
Support and develop team members’ interpersonal
skills?
During the Project Team meeting, distribute team
work effectively?
During the Project Team meeting, identify and clarify
stakeholder expectations?.
Write a stakeholder performance review?
Identify and then address individual stakeholders’
development needs and support stakeholder
engagement?
Following the Project Team meeting, document
stakeholder communication needs?
During the Project Team meeting, ensure that the
stakeholders present agree to the stakeholder
communication methods, content and timing?
Write a Project Progress Report that identifies and
addresses variances, as requested by the Project
Manager?
Student’s name:
Satisfactory
Yes No
Assessor name
Assessor signature
Date
Assessment Task 4: Project management evaluation
Task summary
In this assessment you are required to interview the Marketing Manager and write a report that determines
the effectiveness of the project’s stakeholder engagement and quality management activities. You are also
required to create an online data storage account and file the submissions you have made during the
assessment in there.
Required
 Access to textbooks and other learning materials
 Computer with Microsoft Office and internet access
 Recording Form
 Project Management Evaluation Report Template
Timing
Submit
 Recording Form Marketing Manager Interview
 Audio file
 Project Quality Management Evaluation Report
 Invitation to access an online data storage account
Assessment criteria
the assessment.
The website project has been completed and the website is up and running for one month. Online sales
began within 48 hours of the website going live. The Marketing Manager is looking at new ways to leverage
the new online presence and the Human Resources Manager is trying to calculate the staffing levels that will
be required to satisfy the increased demand for the products.
The Project Manager has written a Final Project Status Report and you have been asked to write an
evaluation of the project’s stakeholder engagement and quality management activities. To ensure that your
report contains feedback from a wide range of stakeholders, you will interview the company’s Marketing
Manager about their engagement during the project.
1. Meet with the Marketing Manager (your assessor)

The objective of this meeting is to determine the Marketing Manager’s satisfaction with the
project’s stakeholder engagement and quality management activities.
You are required to make a recording of your meeting with the Marketing Manager and store an
electronic audio version of this with your documents. As with your interview with the Project
Manager in Assessment Task 2, you will have to use your mobile phone, or a microphone
connected to your workspace or laptop computer.
The quality of the audio recording should be good enough for someone to make out all of your,
and the Marketing Manager’s, words, so practice recording and storing the audio prior to the
meeting.
Plan the interview to gather maximum information relevant to the project quality and stakeholder
involvement. This may involve writing down the questions you wish to ask prior to the meeting
so you can ensure that the Marketing Manager give you comprehensive statements on what
they experienced during the project in terms of project quality.
To comply with privacy legislation, it is important that you inform the Marketing Manager at the
start of the meeting that you will be making a recording of it. You must gain the interviewee’s
approval to record the meeting.
Begin by obtaining the Marketing Manager’s permission to record the meeting.
Discuss the project with the Marketing Manager. In particular, ask whether stakeholder
engagement was, for them, adequate, and whether they felt that the project’s quality objectives
were realised.
During the meeting, you are required to treat the Marketing Manager fairly and equitably, in a
way that a Project Assistant wold treat a Marketing Manager in such a company.

8. Complete a Recording Form

As set out in the Information Policy and Procedures, a Recording Form should be completed for
every recorded meeting.
When you have concluded your meeting with the Project Manager, listen to the recording you
have made of the interview, sorting and analysing the information you collected, taking notes
where relevant. Collate, sort and analyse the information you have collected, then include the
most relevant information in the Recording Form.
Save the file as set out in the policy and procedures.

When completed, submit the Recording Form and audio file to the Project Manager (your
assessor).
9. Write a project quality management evaluation report.

Review the for the following two reports and assess the project’s quality outcomes.
Write an evaluation report on the effectiveness of the quality processes and procedures that
includes:
 Performance against all agreed quality objectives. Evaluate how the project
performed in terms of quality standards as set out in the Final Project Status Report,
including root cause analysis.
 Performance against agreed quality standards
 Performance against baseline stakeholder engagement objectives. Evaluate how
the project performed in terms of stakeholder engagement as set out in the Final Project
Status Report and your interview with the Marketing Manager.
Your report should also outline lessons learned, as well as recommendations for the future.
The report should be about 1 to 2 pages long.
Use the Project Quality Management Evaluation Report Template to guide your work.
When completed, submit your Project Quality Management Evaluation Report to the Project
Manager (your assessor).
You have received the following email from the Project Manager:
Dear Project Officer.

Thank you for your work on the Project Quality Management Evaluation Report. We will certainly
make use of your recommendations in future projects.
I have one last request. I think it would be good if all the Project Team had ongoing access to the
documents that you have developed for this project, as well as the interview audio files and Recording
Forms. It would be great if you would open a Dropbox account and store the files there.
You will be adhering to the Information policy and Procedures if you only give the Project Team
members access to it.
Make sure that all the documents and files are stored in a logical, easy to find system.
Let me know if you have any problems with this.
Regards,
Website Project Manager
10. Create a Dropbox account.

You are required to create a Dropbox (or another data storage service) account.
If you do not already have a Dropbox account, it is possible to set one up for free.
Enter a copy of all of the files you have created for this assessment into your account.
Assess each file to ensure that it is relevant and of the required quality. Dispose of any old
versions of the files or files that are irrelevant for the project.
Each file should be correctly named and filed as set out in the Information Policy and
Procedures.
You are also required to demonstrate that you can file all of your records in a logical structure.
Ensure that you have an overall folder for your work, as well as a sub-folder for each activity you
undertook.
The screen shot should show all the folders and documents.
When completed, send an invitation to the Project Team (your assessor), inviting them to gain
access to the online data storage account.
Student’s name:
Satisfactory
Yes No
Review stakeholder feedback and report on whether
project expectations have been met?
Report on lessons learned and recommendations?
Maintain quality control records as set out in the
Project Management Policy and Procedures?
Maintain quality-control records and audit
documentation as set out in the Information Policy
and Procedures?
Determine whether the project has complied with the
baseline quality requirements?
Report shortfalls in quality outcomes for the project to
the Project Manager to ensure that appropriate action
will be initiated?
Review the project outcomes to determine whether
the quality management activities were effective?
Analyse stakeholder satisfaction to ensure that their
expectations have been met.
Report on any quality management issues and
responses to the Project Manager so the
recommendations can be used for future projects?
Lead a stakeholder performance review?
Identify and address variances to quality management
metrics and share these with the Project Manager?
Identify the source of the information in the audio
recording of the Marketing Manager?
Collect and document information as set out in the
Collate, sort and analyse the information collected to
support the writing of the Project Management
Evaluation Report?
Ensure the contents of the Recording Form is in line
with the Information Policy and Procedures?
Take comprehensive statements from the Marketing
Manager to support the development of the Project
Management Evaluation Report?
As evidenced during the meeting
Student’s name:
Satisfactory
Yes No
Plan, manage and conduct the interview with the
Marketing Manager to gather maximum information
relevant to the project quality?
Treat the interviewee fairly and equitably?
Enter information into a Dropbox account, adhering to
the data security procedures set out in the Information
Policy and Procedures?
Access and store information according the
Create and use communication links within Native
Bush Spices to exchange information?
Assess the relevance of the information they collected
in terms of its intended purpose and dispose of
irrelevant information as set out in the Information
Policy and Procedures?

Assessor name
Assessor signature
Date

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Student Assessment Tasks

BSBPMG411 Apply project quality management

BSBPMG418 Apply project stakeholder engagement

BSBCUE405 Survey stakeholders to gather and record

Assessment Task Overview

Naming electronic documents

Each assessment task in this booklet consists of the following:

Our RTO’s re-assessment policy.

Depending on the task, this may include

Assessment Task Information

Assessment Task Instructions

Assessment Task 1: Written Questions

Written answer question guidance

Assessment Task 1 Instructions

Provide answers to all of the questions below:

1. Discuss the importance of implementing quality assurance processes and requirements.

7. Explain the application of cost benefit analysis to project quality.

8. Provide three examples of common project quality standards.

14. Describe three stakeholder engagement approaches.

Assessment Task 1 Checklist

Did the student provide a sufficient and Satisfactory

Assessment Task 2: Project planning

This assessment is to be completed in the simulated work environment in the RTO.

Assessment Task 2 Instructions

Carefully read the following:

Complete the following activities:

1. Prepare for a meeting with the Project Manager

22. Meet with the Project Manager (your assessor)

Begin by obtaining the Project Manager’s permission to record the meeting.

23. Complete a Recording Form

Save the file as set out in the policy and procedures.

Interviewer: Project Officer

Interviewee(s): Project Manager

24. Develop the Project Quality Management Plan

Quality Management Plan

Quality Standards and Metrics

Quality Assurance and Control Mechanisms

Quality roles and responsibilities

Quality methods, techniques and tools to resolve quality issues

Survey to Volunteers – Determine satisfaction of volunteers annually

Quality control and assurance problem reporting

25. Develop the Stakeholder Management Plan

Use the Stakeholder Management Plan Template to guide your work.

Stakeholder Management Plan

Stakeholder engagement methods

Stakeholder engagement responsibilities

26. Send an email to the Project Manager (your assessor).

Dear Project Manager

27. Update the Project Quality Management Plan.

Save this version as Project Quality Management Plan

Quality Standards and Metrics

Quality Assurance and Control Mechanisms

Quality roles and responsibilities

Quality methods, techniques and tools to resolve quality issues

Quality control and assurance problem reporting

28. Update the Stakeholder Management Plan.

Save this version as Project Quality Management Plan

Stakeholder Management Plan

Stakeholder engagement methods

Stakeholder engagement responsibilities

29. Send an email to the Project Manager (your assessor).

Dear Project Manager

Assessment Task 2 Checklist