Scenario
Additional Information
Product Description

Quality notes from the Daily Log
The Director of Information Technology Division (DIT) has been asked to ensure that any changes to the
outsourced staff employment contracts adhere to employment law. The DIT will review future job descriptions
of the transferred staff before the final contract is signed with the selected service provider.
The service level agreement between MFH and the selected service provider will specify the type and quality of
service required. The selected service provider must follow the industry standards for providing outsourced
services.
MFH has a quality management system which contains a document control procedure for all its documentation,
however this does not include change management.
All project documents will be subject to a quality review. Nominated products will require a formal approval
record signed-off by the quality review chair.
Extract from the draft Quality Management Strategy (may contain errors)
Introduction
1. This document defines the approach to be taken to achieve the required quality levels during the project.
2. The Project Board will have overall responsibility for the Quality Management Strategy.3. Project Assurance will provide assurance on the implementation of the Quality Management Strategy.
Quality management procedure – Quality standards
4. The selected service provider will operate to industry standards for providing outsourced services.
5. MFH document standards will be used.
Records
6. A Quality Register will be maintained to record the planned quality events and the actual results from the
quality activities.
7. Configuration Item Records will be maintained for each product to describe its status, version and variant.
8. Approval records for products that require them will be stored in the quality database.
Roles and responsibilities
9. The DIT will check that the employment contracts for outsourced staff adhere to employment law.
10. Team Managers will provide details of quality checks that have been carried out.
11. Team Managers will ensure that the Quality Register is updated with the names of team members who are
involved in the review process.
12. The Senior User will review the Product Descriptions of the products to be produced by the selected service
provider to ensure that they can be achieved.
The service level agreement contains a number of technical terms that are missing from its glossary of terms.

Scenario
Additional Information
Product Description

Quality notes from the Daily Log
The Director of Information Technology Division (DIT) has been asked to ensure that any changes to the
outsourced staff employment contracts adhere to employment law. The DIT will review future job descriptions
of the transferred staff before the final contract is signed with the selected service provider.
The service level agreement between MFH and the selected service provider will specify the type and quality of
service required. The selected service provider must follow the industry standards for providing outsourced
services.
MFH has a quality management system which contains a document control procedure for all its documentation,
however this does not include change management.
All project documents will be subject to a quality review. Nominated products will require a formal approval
record signed-off by the quality review chair.
Extract from the draft Quality Management Strategy (may contain errors)
Introduction
1. This document defines the approach to be taken to achieve the required quality levels during the project.
2. The Project Board will have overall responsibility for the Quality Management Strategy.3. Project Assurance will provide assurance on the implementation of the Quality Management Strategy.
Quality management procedure – Quality standards
4. The selected service provider will operate to industry standards for providing outsourced services.
5. MFH document standards will be used.
Records
6. A Quality Register will be maintained to record the planned quality events and the actual results from the
quality activities.
7. Configuration Item Records will be maintained for each product to describe its status, version and variant.
8. Approval records for products that require them will be stored in the quality database.
Roles and responsibilities
9. The DIT will check that the employment contracts for outsourced staff adhere to employment law.
10. Team Managers will provide details of quality checks that have been carried out.
11. Team Managers will ensure that the Quality Register is updated with the names of team members who are
involved in the review process.
12. The Senior User will review the Product Descriptions of the products to be produced by the selected service
provider to ensure that they can be achieved.
None of the reviewers have proof-reading skills.

Scenario
Additional Information
Product Description

Quality notes from the Daily Log
The Director of Information Technology Division (DIT) has been asked to ensure that any changes to the
outsourced staff employment contracts adhere to employment law. The DIT will review future job descriptions
of the transferred staff before the final contract is signed with the selected service provider.
The service level agreement between MFH and the selected service provider will specify the type and quality of
service required. The selected service provider must follow the industry standards for providing outsourced
services.
MFH has a quality management system which contains a document control procedure for all its documentation,
however this does not include change management.
All project documents will be subject to a quality review. Nominated products will require a formal approval
record signed-off by the quality review chair.
Extract from the draft Quality Management Strategy (may contain errors)
Introduction
1. This document defines the approach to be taken to achieve the required quality levels during the project.
2. The Project Board will have overall responsibility for the Quality Management Strategy.3. Project Assurance will provide assurance on the implementation of the Quality Management Strategy.
Quality management procedure – Quality standards
4. The selected service provider will operate to industry standards for providing outsourced services.
5. MFH document standards will be used.
Records
6. A Quality Register will be maintained to record the planned quality events and the actual results from the
quality activities.
7. Configuration Item Records will be maintained for each product to describe its status, version and variant.
8. Approval records for products that require them will be stored in the quality database.
Roles and responsibilities
9. The DIT will check that the employment contracts for outsourced staff adhere to employment law.
10. Team Managers will provide details of quality checks that have been carried out.
11. Team Managers will ensure that the Quality Register is updated with the names of team members who are
involved in the review process.
12. The Senior User will review the Product Descriptions of the products to be produced by the selected service
provider to ensure that they can be achieved.
The service level agreement looks like any other MFH document.

Scenario
Additional Information
Product Description

Quality notes from the Daily Log
The Director of Information Technology Division (DIT) has been asked to ensure that any changes to the
outsourced staff employment contracts adhere to employment law. The DIT will review future job descriptions
of the transferred staff before the final contract is signed with the selected service provider.
The service level agreement between MFH and the selected service provider will specify the type and quality of
service required. The selected service provider must follow the industry standards for providing outsourced
services.
MFH has a quality management system which contains a document control procedure for all its documentation,
however this does not include change management.
All project documents will be subject to a quality review. Nominated products will require a formal approval
record signed-off by the quality review chair.
Extract from the draft Quality Management Strategy (may contain errors)
Introduction
1. This document defines the approach to be taken to achieve the required quality levels during the project.
2. The Project Board will have overall responsibility for the Quality Management Strategy.3. Project Assurance will provide assurance on the implementation of the Quality Management Strategy.
Quality management procedure – Quality standards
4. The selected service provider will operate to industry standards for providing outsourced services.
5. MFH document standards will be used.
Records
6. A Quality Register will be maintained to record the planned quality events and the actual results from the
quality activities.
7. Configuration Item Records will be maintained for each product to describe its status, version and variant.
8. Approval records for products that require them will be stored in the quality database.
Roles and responsibilities
9. The DIT will check that the employment contracts for outsourced staff adhere to employment law.
10. Team Managers will provide details of quality checks that have been carried out.
11. Team Managers will ensure that the Quality Register is updated with the names of team members who are
involved in the review process.
12. The Senior User will review the Product Descriptions of the products to be produced by the selected service
provider to ensure that they can be achieved.
Although it is not specified in the current corporate branding standards, the MFH corporate logo should be
shown on the front page of the service level agreement.

Scenario
Additional Information
Product Description

Quality notes from the Daily Log
The Director of Information Technology Division (DIT) has been asked to ensure that any changes to the
outsourced staff employment contracts adhere to employment law. The DIT will review future job descriptions
of the transferred staff before the final contract is signed with the selected service provider.
The service level agreement between MFH and the selected service provider will specify the type and quality of
service required. The selected service provider must follow the industry standards for providing outsourced
services.
MFH has a quality management system which contains a document control procedure for all its documentation,
however this does not include change management.All project documents will be subject to a quality review. Nominated products will require a formal approval
record signed-off by the quality review chair.
Extract from the draft Quality Management Strategy (may contain errors)
Introduction
1. This document defines the approach to be taken to achieve the required quality levels during the project.
2. The Project Board will have overall responsibility for the Quality Management Strategy.
3. Project Assurance will provide assurance on the implementation of the Quality Management Strategy.
Quality management procedure – Quality standards
4. The selected service provider will operate to industry standards for providing outsourced services.
5. MFH document standards will be used.
Records
6. A Quality Register will be maintained to record the planned quality events and the actual results from the
quality activities.
7. Configuration Item Records will be maintained for each product to describe its status, version and variant.
8. Approval records for products that require them will be stored in the quality database.
Roles and responsibilities
9. The DIT will check that the employment contracts for outsourced staff adhere to employment law.
10. Team Managers will provide details of quality checks that have been carried out.
11. Team Managers will ensure that the Quality Register is updated with the names of team members who are
involved in the review process.
12. The Senior User will review the Product Descriptions of the products to be produced by the selected service
provider to ensure that they can be achieved.
Which is a correctly defined acceptance criterion for the running cost of the outsourced service?