. What tool can the team, who was recruited to revisit the Contact Center Project scope problem, use to clarify the processes involved?

Capstone Activity Instructions and Prompts
Review the case study document and the scenario below, follow the instructions below to complete this
activity.
Scenario:
Your skills as a quality pro have gained you fame and notoriety. US Corp has hired you to improve the
results they are getting from their present quality plan and system. They have budgeted a fortune to
complete a three-year project to establish a national command center and implement formal
continuous improvement throughout the organization. The leadership has reviewed results from the
first year of the project and are not satisfied with the results. Employees and project team members are
demoralized and have lost confidence in the current plan.
The leadership submitted the first-year case study to you and have asked you to perform the following
tasks in the hopes of getting back on track and having a successful finish to the project.
Solution Tasks:
After reviewing the Use the Quality Plan template to define a new quality plan for US Corp which
addresses the following concerns. For each item below, add a clause or clauses to your new quality plan
document describing the new approach you will use instead of what was indicated in the provided case
study.
a. How can the organization use quality principles to gain more employee participation?
b. What tool can the team, who was recruited to revisit the Contact Center Project scope problem, use
to clarify the processes involved?
c. The pace of project tasks is slow. One of the factors slowing the pace is communication. What solution
could be implemented to improve the effectiveness of communication between people involved in
project tasks?
d. Due to erratic results of early improvement projects and issues with standardizing changes, the
leadership is seeking to adopt a more effective formal change methodology. What do you recommend?
e. Review QA’s business process management strategy and vision statement. If you apply Deming’s 14
Obligations of Top Management, consider how well does the statement align? Add clauses as needed to
your new quality plan to make the appropriate adjustments to align the organization with these
principles.
For best results with this exercise:
 Add Definitions for terms that you wish to ensure are understood.
 Use the Appendices and Reference section to list documents you refer to in your quality plan.
For this exercise, you do not need to create a reference document listed.
 Quality Objectives are referenced as the 19 key performance metrics listed on the Company
Portal Dashboard. It is appropriate for you to add your own metrics as desired.

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