M08

QUALITY CONTROL MANAGEMENT

Assessment Paper
DIRECTION TO THE CANDIDATE:
1. This Assessment Paper (AP) is to assess your performance on prepare Quality
Management Plan (QMP), propose Customer Satisfaction Survey improvements,
perform statutory compliance planning, perform vendor and service provider
assessment and verify sign off project report. Please complete the assignment below
within 14 days.
2. Carefully review the submission checklist and contact your resource person for
consultation. You must complete all steps satisfactorily within the time given.
3. Submit complete AP (in Softcopy PDF format). No mark will be given to late submission
hence will be given Not Yet Competent as result. Passing mark is 70%.
4. Range number of pages and the minimum contents of AP are recommended as follows:

Report Content Minimum Number of Page

Cover Page 1 page
Executive Summary 1 page
Project Background 1 page
Report 5 pages
Conclusion 1 page
TOTAL: 9 pages
5. Your report font must be Calibri, and the font size must be 12.

ASSESSMENT QUESTION:
You work as Facilities Management Manager for a property developer and management
organisation. You believe that the service delivered by your organisation to the stakeholders,
tenants and users could be improved, therefore you decided to write a briefing paper to the
senior management of the organisation on the roles and benefit of the effective management
procedures including the quality management plan and customer feedback. You may wish to
use your own organisation upon which to produce your assignment clearly stating your own
organisation’s operation.
Write a briefing paper aimed at senior management on the roles and benefits of effective
Quality Management procedures including the development of a Quality Management plan.
The paper should include:
1) An introduction to the principles of Quality Management along with a description of the
benefits to stakeholders, tenants and users. Describe what steps your department would
take to implement a quality standard to ensure consistent and ongoing measurement and
review the quality management process.
2) A description how your department would need to take to measure the current level of
customer satisfaction compared to the required level of service.
3) A description of what steps your department would need to do to ensure the people and
organisation legitimately do business in accordance with the laws and regulations in
Malaysia.
4) How vendor and service provider performance could be gathered and assessed and how
this information could be used to improvement overall performance?