Question

Customer Expectations: A client needs to do some maintenance on his house by having a window frame refurbished by cleaning and protected it from rust, and repainted. He also mentioned that the putty has hardened and became brittle and does not properly seal the glass and frame against water and rain. He wants the refurbished and painted window frame to last for 8-10 years before it needs maintenance again as this is the typical time period that suppliers of paint, such as Plascon and Dulux guarantee their products.

Project Response: Please do the following in developing a project response towards ensuring quality of the refurbishing project

1. Develop a specification including quality metrics (quality criteria, tolerances, methods and responsibilities) for the important refurbishing steps of the above-mentioned window frame in order to adhere to the client’s expectations.

Note: Take care that you define your quality metrics in such a way that it includes in-process as well as appraisal verifications. At the end you must be able to guarantee the client an 8-10 year lifespan and have confidence in that guarantee.

Answer 1

ANSWER

INTRODUCTION

Customer Expectations play very important role in customer satisfaction. In this project question we have to develop a project response towards ensuring quality refurbishment of window frames. As per the information provided in this question a client needs to do some maintenance on his house by having a window frame refurbished by cleaning and protected it from rust, and repainted. He also mentioned that the putty has hardened and became brittle and does not properly seal the glass and frame against water and rain. He wants the refurbished and painted window frame to last for 8-10 years before it needs maintenance again as this is the typical time period that suppliers of paint, such as Plascon and Dulux guarantee their products. As a manufacturer of the window frame we have to provide specification of window frame to the customers.

SPECIFICATION OF THE PROJECT

In this project we have to provide specification for window frame. Specification parameters of these window frames are given as follows -

1. These window frames are good in quality as it can safe home from dust, rain and helps in cleaning.

2. These window frames can protect the walls of the house from sun effect.

3. Window frames are good in quality and we provide 10 years guarantee to all our clients and customers.

4. Quality of these products is excellent because we use best quality material in these window frames.

5. Organization provide all the services to the customer in the warranty period.

6. In the warranty period repaint service is also provided by the organization.

7. If customer found any difficulty in the guarantee period then organization is responsible for providing services at customer's doorstep.