“Quality in a service or product

is not what you put into it. It is

what the client or customer gets
out of it.”
~Peter Drucker

QUALITY
MANAGEMENT
PLAN FOR
PROVISION OF FOOD AND
BEVERAGE SERVICES

ALEXANDER MARSHALL – 3686046

TANYA AGARWAL – 3629859
YEONG CHUA – 3675464
 Infrastructure Project Management Group

EXECUTIVE SUMMARY

This report presents a detailed review of quality management plan and various
other models that have been adapted to improve service quality by the
Infrastructure Project Management Group. Thereafter it traces how the quality
tools are important in determining the success and improve the delivery of
services. Service quality is related to provision of goods and services that meet the
expectations of the customers. Standards is the key feature in the concept of quality
and the term ‘quality’ is the consistency or excellence of standards in products or
services.

The report suggests various quality tools to be adapted like the check sheet,
benchmarking, pareto chart and Ishikawa diagram to ensure customer satisfaction,
cost reduction, defect reduction and morale. This helps in building a continual
focus on process improvement that prevents errors from occurring. The focus
remains on improving customer service and reduce waste in the business. The
application of techniques identifies and eliminates the weaknesses. With the help
of a quality management plan, it will be verified that the project deliverables meet
the defined quality standards and the deliverables created are followed and are
effective.
The quality objectives, quality standards, quality control and assurance activities
and quality tools are defined in this report to meet the standards and requirements
provided by the Australian Antarctic Division.

The industry is highly competitive and it requires customer loyalty, high quality
service and excellent food in order to be a success. The implementation of a quality
management plan will give a push to the business and strive to success.

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TABLE OF CONTENTS

EXECUTIVE SUMMARY ............................................................................................ 2

1. INTRODUCTION................................................................................................. 4
1.1 Background ......................................................................................................................................4
1.2 Vision ................................................................................................................................................4
2. PROJECT SCOPE..................................................................................................... 4
2.1 Purpose .............................................................................................................................................4
2.2 Objective ...........................................................................................................................................4
3. PROJECT QUALITY MANAGEMENT PLAN ...................................................... 5
3.1 Overview ..........................................................................................................................................5
3.2 Reasons to develop quality management plan for provision of food and beverage
services ...................................................................................................................................................5
5. PROJECT ASSUMPTIONS .................................................................................. 7
5.1 Requirements from tender documentation..........................................................................7
5.2 Project Stakeholder ..................................................................................................................7
5.3 Work-Breakdown structure ...........................................................................................................8
5.4 Key project phases as a schedule ...........................................................................................9
6. QUALITY DEFINITION ..................................................................................... 10
7. QUALITY ASSURANCE ..................................................................................... 12
8. QUALITY CONTROL ......................................................................................... 13
8.1 Importance of quality control ............................................................................................. 13
9. APPLICATION OF QUALITY MANAGEMENT TOOLS AND
TECHNIQUES ............................................................................................................. 14
10. CONCLUSION ................................................................................................. 18
11. REFERENCES ................................................................................................... 19

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1. INTRODUCTION

1.1 Background
Infrastructure Project Management Group is a strong reputed company based in
Melbourne and it is known for delivering high quality projects. The company is 20
years old which is their key source of business advantage. The focal point for the
project planning processes is quality instead of being an idea in retrospect.
The company has undertaken the responsibility of developing a quality plan for
the tender proposed by Australian Antarctic Division (AAD) which it wins by
responding to publicly listed requests for tender. One of the main focuses of this
plan is to ensure a high-quality outcome through substantive actions.
AAD is seeking for an operator to provide high quality café services located at
Tasmania with the emphasis on prompt service and value for money. Thus, a
quality management plan is implemented to ensure that the purpose of
undertaking this project is fulfilled by the end result. This report talks about the
strategies that respond to the challenges by providing a series of guidelines for the
provision of food and beverage services to the Australian Antarctic Division.

1.2 Vision
To deliver a high-quality project by investing, planning, modifying and managing
the required services in accordance to the Australian Antarctic Division.

2. PROJECT SCOPE

2.1 Purpose
The purpose of Infrastructure Project Management Group is to provide high
quality café services with a wide range of food and beverages, focusing on fast
service and incentive for money.

2.2 Objective
• To provide a diverse range of food and beverages of high quality and fairly
priced for approximately 300 permanent staff and an additional 50 to 150
expeditioners, plus tourists and visitors all year round.
• To train the staff appropriately with professionalism and courteousness at all
times, providing quick service.

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3. PROJECT QUALITY MANAGEMENT PLAN

3.1 Overview

Project Quality Management includes the processes and activities of the

performing organization that determine quality policies, objectives and
responsibilities so that the project will satisfy the needs for which it was
undertaken (Snyder 2013, p. 99).
• Project quality management ensures that the end result meets the customer
expectations and fulfils the project objectives.
• It also increases certainty and reduces the risk of project failure which results
in meeting defined and agreed standards.
• A Project Quality Management Plan is a formal structure that characterizes the
project management processes that will be applied to guarantee that the task
is overseen as per important techniques and measures so the delivery of
project outputs can be confirmed by the Steering Committee as 'fit for
purpose’.

3.2 Reasons to develop quality management plan for provision of food and
beverage services

• An overview of the quality approaches will be adopted in managing with the

project and delivering the final service.
• Agreed processes for the management of changes, problems, issues and
incidents will develop amid the procedure of provision of the services.
• Confirmation of the roles and duties of relevant parties in the project’s
governance in the procedure of provision of the services.

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4. PROJECT BRIEF

1. Title of the project Quality management plan for the

provision of food and beverage services
to the Australian Antarctic Division

2. Location 203 Channel Highway, Kingston,

Tasmania

3. Client Australian Antarctic Division (AAD)

4. Project management consultant Infrastructure Project Management

Group

5. Period of contract 3 years

6. Contract start date 1st July 2015

7. Type of project Provision of high quality and value for

money services

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5. PROJECT ASSUMPTIONS

5.1 Requirements from tender documentation

• To satisfy the scope of the project

• An assorted range of food and beverages that is of high quality and gives good value
for money.
• Appropriately trained staff, proficient and considerate, constantly and provide
prompt service.
• A transition-in plan laying out the proposed activities and timing schedule related
with setting up café operations and also a transition-out plan outlining the same if a
new operator is appointed.
• A variety of services under categories of beverages, morning tea, lunch, afternoon tea
and snacks.
• In house functions like visiting dignitaries, VIP’s external groups or internal staff
functions, training sessions and a quotation that is competitive and good value for
money to cater for the proposed AAD functions.
• Vending machines, including its maintenance.
• Display of prices and availability of EFTPOS services.
• Provision of minor equipment and assets such as utensils, coffee machine, crockery,
cash register, display stands and any additional refrigeration/food display areas that
are needed.
• Equipment bought on site and electrical equipment must be tested and tagged prior
to use. Suitable takeaway containers for food and beverages with the requirement for
recycling disposal.
• Meet the waste management and recycling requirements provided by AAD.

5.2 Project Stakeholder

Role Responsibilities
Project sponsor Sponsoring the complete project

Department of environment and Check on the quality of the services and if the
energy Australian Antarctic required standards are met
Division

Project manager Monitor the whole work and guide the entire team

Provide knowledge and skills and perform the work

Project team to implement and control the project

The staff/managers To ensure that the work is done according to the

plan and standard quality

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Finance team To ensure the stability of the services provided to

the café and the stability of the collection of the
money.
Human resource team To ensure the staff hired are professionally trained
and have a clean background
Marketing team To promote the quality of the food and service
Supplier To ensure that the quality is good and delivery is on
time and on rational price
Customers To test the new food and service to see of the
expectations are met in terms of quality and price

Key stakeholders

5.3 Work-Breakdown structure

Activity Activity Name Description Duration

code
1 Proposal
2 Read/summarise RFT Ensure all points are covered and 1 day
documents addressed during proposal
3 Produce preliminary start Ensure project will result in profit 5 days
up and running budgets
4 Assess necessary What new equipment is required and 5 days
equipment purchases and does the need justify the expected cost?
associated costs
5 Plan for potential licenses What permits and licences are required, 2 days
and permits how much will they cost, and how long
will they take to get approved?
6 Obtain insurance quotes How much will all of the required 1 day
insurance cost?
7 Assemble proposal for Assemble a report with information 5 days
response to RFT addressing all points in the RFT
document
8 Obtain project approval 0 days
9 Planning
10 Put out ad for hiring staff Write and publish an ad to hire staff to 1 day
work in the café
11 Obtain real quotes for all Obtain specific prices for all new 5 days
equipment equipment and ensure it fits in the
budget
12 Ascertain specific fit-out How much will it cost to fit out the café? 5 days
costs
13 Executing
14 Offer staff positions Hire staff 3 days
15 Purchase equipment Finally purchase all new equipment 5 days
16 Purchase insurance Buy the insurance 1 day
17 Fit out cafe Fit out the café 5 days
18 Open Open the café ready for training 0 days
Total time (as per Gantt Chart) 34 days

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5.4 Key project phases as a schedule

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6. QUALITY DEFINITION

The different tasks required to open this café will require many different
definitions of quality, depending on the nature of each individual task. These
different definitions vary from product to service based, with sub-definitions in
between. Drawing from Garvin’s (1984) definitions of quality, we will focus on a
manufacturing definition of quality, or “conformance to requirements” (Garvin
1984, p. 28, Crosby 1979, p. 17), when it comes to our final product, and so
conformance to requirements will become the overarching goal for our quality
plan. From a customer’s perspective, price is also important in terms of a
perception of quality, and so our pricing regime will have to be structured to
ensure our customers believe our products to be of high quality but also good
enough value to regularly purchase. Finally, as the core of our business after the
project is complete will be based around customer service, a focus during the
project, especially with the incoming staff, on service quality will be vital.

Conformance to requirements is the bedrock of our quality management plan.

This will be evident before the project has even begun in earnest, with all aspects
of our proposal must meet the requirements of the request for tender being
responded to. This includes; conforming for licences and permits, ensuring the
equipment we intend to buy will meet the needs of the business, and also the level
of insurance quoted. A focus on conformance to requirements will then continue
throughout the project, including for; ensuring the staffing levels meet the
requirements for the business, that the equipment purchased will meet every
requirement demanded of it, and that the final fit-out of the café will ensure a
smooth day-to-day running of the business.

According to Garvin, a customer’s perception of quality is often linked to price

(1984, p. 28). With this in mind, to ensure the perception of quality at the end of
this project is in line with the integral quality the pricing of menu items will have
to be carefully considered. The profit expectations of the business will have to be
tempered with value, customer expectations, as well as the expectations laid out
in the request for tender.

As customer service will play the most important ongoing role in the success of
the café after the completion of this project, a focus on service quality from the
outset of the project will help to ensure success. Parasuraman, Zeithaml and
Berry’s (1985) ten determinants of service quality are all very important when it
comes to service, there are three that will form the core of this project to ensure
long term success. These three are: reliability, competence, and courtesy.
Reliability has two main facets: that a staff member will regularly arrive on time
for their shifts, and that they will provide a similar level of service to every
customer, every time. These are both equally important, as staff not showing up
on time or at all will quickly make a business difficult to run, and consistent service
delivery is key for returning customers, which in turn is key for a successful
business.

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Competence is relatively self-explanatory and benefits the business for a variety of

reasons. The first of these is that competent staff will have knowledge of a wider
range of tasks, making them more useful throughout the business. Secondly,
competent staff provide a more positive customer experience by being more
efficient, more knowledgeable, and better value for the owner of the business.
Finally, courtesy is important because customers have an expectation that the staff
serving them will have a level of courtesy towards them, and will be quickly put
off if this expectation, or requirement, is not met.

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7. QUALITY ASSURANCE

Project Process Quality Quality Assurance Quality Who is

Phases Standards/ Activity Outcome Responsib
Stakeholder le
Expectations
APPROVAL The Antarctic Café A proposal about Approval of Project
OF PROJECT will strike interest project budget & cost, permits, license Manager
of public and timeline and the and project
strongly supported requirements to open proposal by
by Australian the café all approved stakeholders and
Antarctic Division by the right project sponsors
authorities

PLANNING The café has at least An ad about hiring Staffs hired are all Human
OF PROJECT a minimum café staffs are skilful and well Resource
STAFF requirement published on social equipped with Head
number of staffs media and interview information about
and the staffs hired are made to hire AAT & AAD
for the café are potential staffs.
skilful and has Training sessions are
information about given to staffs hired to
Australian make sure they are
Antarctic Division equipped with
and Australian information about
Antarctic Territory. AAD & AAT

PLANNING All equipment for Obtain a range of All equipment is Supplier

OF PROJECT café are good prices for equipment within project and Project
EQUIPMENT quality and within to make comparison budget. The Manager
given budget. and come out with the equipment works
best decision. Make well and come
sure all equipment with warranties.
comes with proper
quotes and invoice.

EXECUTION The café is ready to Make sure the project The café is done Project
OF PROJECT operate on the goes smoothly and within the project Manager
according timeline deal with any timeline and
with no delay or contingency stakeholders are
technical problems. immediately. satisfied with the
café.

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8. QUALITY CONTROL

8.1 Importance of quality control

Quality control monitors the project deliverables to verify that the deliverables are
of acceptable quality and there is customer satisfaction.

customer
satsifaction

less rework
If quality better
improves? productivity

process
imporvement

It is important to define quality before measuring it. To do this, the following must
be determined –
Metrics
Metrics are the actual numerical information which will quantify the execution of
something by. This method is helpful in determining whether the plan is meeting
the objectives or not. It measures some aspect of success in achieving the objectives.
Detection methods
To quantify the execution, it is necessary to decide how the performance numbers
will be measured.
Monitor quality
The measurements and metrics will be closely monitored and based on this data,
it will be determined if the processes need corrective action, fine-tuning or
escalation.
Fine tune processes
The processes which have been diverged from expectations will be required to
bring back to the satisfactory performance level.

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 Infrastructure Project Management Group

9. APPLICATION OF QUALITY MANAGEMENT TOOLS AND

TECHNIQUES

The main emphasis of this project plan is to deliver high quality outcome with good
value of money increasing customer satisfaction.
The quality tools will be continually used to improve the services. The tools and
techniques that form the quality management plan can be separated into different
phases.
Gathering information
• Employee Information Gathering
Employees are experts in their functional area. It is therefore important to
accumulate data from the employees through inside and out one on one meeting
controlled by the undertaking supervisor. The interviews will likewise enable us
to assess the level of learning and preparation for every employee. We can also use
these sessions to get ready, instruct, answer questions and address concerns before
quality tools and techniques are executed.
• Process identification and mapping
Prior to enhancing the plan, it is important to recognise and comprehend the
current procedures. The procedures need to be distinguished into logical
segments. Flowcharts is an important tool to map the processes so that the
functions of the service can be understood and also the possible improvement
points.
• Benchmarking
Any industry is highly competitive and to ensure that we remain a strong choice
relative, it is important to have a valuable source of information other firms as we
can improve our own processes. Actual situations can be helpful as through that
we can study using which tools and techniques the firm succeeded or failed.
Through this observation, we can improve by identifying the problems and
drawbacks with the competitor implementation and resolve them.
Informal benchmarking – using publicly available information for comparison
Product benchmarking – designing and improving on current offerings and
services by analysing the competitors’ strengths, weaknesses and possible
improvements.
Process benchmarking – studying and analysing the process and system of another
firm by initiating a formal relationship and improve our own processes.
• Market research
In quality management, one of the most important factors is customer satisfaction
and for that it is necessary to know what the customer wants and how they
perceive us in order to serve them better. Market research can be done through
social media platforms, interviews or daily customer interactions. This would keep
us informed about the current needs of the customer.

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Check sheet

Check sheets are helpful in data gathering which will help in identifying problem
areas at a very basic level.

Daily check sheet

Date Completed by Comments
Activity Mon Tue Wed Thu Fri
Opening routines
5 minutes pre-service
with all cooks, prep
cooks
Sanitizer in place and
change as needed
Service area
Customer line of sight
is clean
Check freshness and
garnishes
Manage staff without
impacting business
Updated menu and
menu display
Clean sale counter
Mop the floor
Kitchen
Clean cooktops
Clean sink
Clean table top
Clean walls near food
prep area
Mop the floor
Empty waste bins
Clean dishwasher
Clean microwave
Empty waste bins
Café area
Clean and wipe tables
Clean and wipe chairs
Align and straighten
tables and chairs
Mop the floor
Set tables
Clean display
counters
Office

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Mop the floor

Furniture in place
Empty trash bin
Maintenance
Vending machine
Coffee machine
Fridge
Freezer
Closing routine
All food properly
labelled and stored
All staff checked out
and supervised before
leaving
Dirty towels removed
and stored properly
Pull product for next
shift

Pareto chart

The information from check sheet can be used to create a pareto chart to identify
and prioritise the occurrence of events (Snyder 2013). These are based on the 80/20
rule where approximately 80% of problems are created by the 20% of the causes.
These charts are useful in allowing us to maximize the return of investment of the
quality efforts.

Overall service survey

100 120.00
90
80 100.00
70 80.00
60
50 60.00
40
30 40.00
20 20.00
10
0 0.00

Count Cumulative %

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Ishikawa diagram

Once the predominant causes are identified, ishikawa diagram can be used to
identify the root causes of the problem. It is important to treat the cause of the
problem rather than treating the symptom of the problem (Snyder 2013).

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10. CONCLUSION

In conclusion, quality management plan is an integral part of a project management

plan. It includes all the processes and procedures for ensuring quality planning,
assurance and control which will help in providing high quality food and beverage
services to the Australian Antarctic Division Department. The project management
team is therefore involved in the quality system and suitable training to enhance the
skills. Also, regular review and examination to audit the quality requirements,
achievement of project objectives and customer satisfaction leading to a quality
management plan being fully obtained and amendments in the system are
implemented.
It is crucial to the success that all the established physical and performance standards
are met and by doing so, the Infrastructure Project Management group ensures that
the project will achieve high level of customer satisfaction and the services will be
measured and fall within the establishes standards and tolerances.

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11. REFERENCES

Advantages & Disadvantages of Total Quality Management Strategies, viewed 22 October

2017,
<http://smallbusiness.chron.com/advantages-disadvantages-total-quality-
management-strategies-22160.html>.

Al-Ibrahim, A 2014, "Quality Management and Its Role in Improving Service Quality
in Public Sector", Journal of Business and Management Sciences, vol. 2, no. 6, pp. 123-
147.

Assignment on Quality management 2017, viewed 21 October 2017,

<http://assignmenthub.blogspot.com.au/2014/03/assignment-on-quality-
management.html>.

Benefits of Quality Management Systems, viewed 22 October 2017,

<http://www.brighthubpm.com/methods-strategies/104270-what-are-the-benefits-
of-a-quality-management-system/>.

Crosby, PB 1979, Quality is free: the art of making quality certain, McGraw -Hill, New
York

Garvin, DA 1984, ‘What Does “Product Quality” Really Mean?’, Sloan Management
Review (pre-1986), vol. 26, no. 1, pp. 25.

Improving the Productivity of a Service Team 2017, viewed 21 October 2017,

<https://www.isixsigma.com/methodology/dmaic-methodology/improving-the-
productivity-of-a-service-team/>

Parasuraman, A, Zeithmal, VA & Berry, LL 1985, “A Conceptual Model of Service

Quality and Its Implications for Future Research”, Journal of Marketing, vol. 49, no. 4,
pp.41-50.

Rumane & Razzak, A 2013, Quality Tools for Managing Construction Projects.

Simpson1201, Quality management strategy example, viewed 21 October 2017,

<https://www.slideshare.net/selinasimpson1201/quality-management-strategy-
example>.

Snyder, C 2013, A User's Manual to the PMBOK Guide, 5th edn, Wiley, Hoboken.

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