RMIT UNIVERSITY

School of Business IT and Logistics

Course/Unit code OMGT 1039 Assignment number 2 Assignment due date 6/5/24 Group/Session name (if applicable) Group 10

Course/Unit name Operations Management (2410) Program title

Lecturer/Teacher’s name Dr Ahmad Abareshi Tutor / Marker’s name (if applicable) Dr Ahmad Abareshi

This statement should be completed and signed by the student(s) participating in preparation of the assignment.

Declaration and statement of authorship:

1. I/we hold a copy of this assignment, which can be produced if the original is lost/damaged.

2. This assignment is my/our original work and no part of it has been copied from any other student’s work or from any other source except where due acknowledgment is made.

3. No part of this assignment has been written for me/us by any other person except where such collaboration has been authorised by the lecturer/teacher concerned and is clearly acknowledged in the assignment.

4. I/we have not previously submitted or currently submitting this work for any other course/unit.

5. This work may be reproduced and/or communicated for the purpose of detecting plagiarism.

6. I/we give permission for a copy of my/our marked work to be retained by the School for review by external examiners.

7. I/we understand that plagiarism is the presentation of the work, idea or creation of another person as though it is your own. It is a form of cheating and is a very serious academic offence that may lead to expulsion from the University. Plagiarised material can be drawn from, and presented in, written, graphic and visual form, including electronic data, and oral presentations. Plagiarism occurs when the origin of the material used is not appropriately cited.

8. Enabling plagiarism is the act of assisting or allowing another person to plagiarise or to copy your work.

Family name Given name Student number Student signature Date

Magdaraog Klarc S3943242 [signature] 29/04/2024

Rahmani Mario S3914826 [signature] 29/04/2024

Haddad Soli S3717551 [signature] 29/04/2024

Fashogbon Olusegun S3842345 [signature] 29/04/2024

Haonan Ma S3996915 [signature] 29/04/2024

Further information relating to the penalties for plagiarism, which range from a notation on your student file to expulsion from the University, is contained in Regulation 6.1.1 'Student Discipline' www.rmit.edu.au/browse;ID=[part-unreadable] and Academic Policy: 'Plagiarism' www.rmit.edu.au/browse;ID=[part-unreadable]

Assessor’s comments Grade School date stamp

(Office use only)

Executive Summary

The Melbourne Metro Rail Project, a large-scale infrastructure endeavor, demands meticulous quality management throughout its lifecycle to ensure success. This summary highlights the project's quality management challenges and proposes comprehensive strategies to uphold standards, mitigate risks, and enhance long-term value.

Key challenges include construction quality, air pollution, and water contamination, all of which demand proactive solutions. Ensuring structural integrity amidst diverse geological conditions and urban settings is paramount. Innovations in air quality management are necessary to mitigate dust pollution and particulate matter emissions, safeguarding community health. Similarly, preventing water and groundwater contamination is vital for environmental sustainability.

A holistic approach to quality management is proposed, integrating robust procedures, technological advancements, stakeholder collaboration, continuous improvement, environmental protection, and proactive risk management. By embracing these strategies, stakeholders can mitigate risks, adhere to standards, and maximize project value.

In conclusion, the successful completion of the Melbourne Metro Rail Project hinges on meticulous quality management practices. Embracing a comprehensive approach ensures safety, sustainability, and stakeholder satisfaction, culminating in a high-quality metro system meeting the needs of present and future generations.

Contents

Introduction............................................................................................................................4

Company Information............................................................................................................4

Lit review...............................................................................................................................5

Data analysis..........................................................................................................................6

Key Findings..........................................................................................................................6

Construction...........................................................................................................................7

Air quality............................................................................................................................7

Water and ground water contamination...................................................................................7

Discussion............................................................................................................................8

Recommendations..................................................................................................................9

Conclusion.........................................................................................................................10

Appendix............................................................................................................................10

References.........................................................................................................................10

Introduction

In construction project, managing quality play's imperative role because any negligence may lead to irreparable serious consequences. For large infrastructure projects Melbourne Metro Tunnel, quality is most important aspect of the project. In this context, the report aims to provide an exhaustive analysis of the quality management challenges faced by the project and propose reasonable solutions through recommendations. Take the air quality during

construction as an example. If it is not properly managed, it will pose a serious threat to the health of workers and local residents. In addition, if cracks or other problems occur in the tunnel structure, catastrophic safety incidents may occur. Through a comprehensive analysis of company background information, relevant literature research and on-site survey data, this report will focus on the main quality management problems encountered by the project in terms of construction quality, air quality and groundwater pollution. Next, the report will put forward practical countermeasures and suggestions for these problems, hoping to point out the direction for the metro tunnel company's quality management work.

Company Information

Metro rail Australia is a company that specialize within the rail transportation industry. Being founded in 2009 and gaining an agreement with the Victorian government of Australia to become the main metropolitan that's going to be used within Melbourne (IBIS World 2023). The company is a large-scale transportation company that can handle over 400 thousand customers per day and handles over 1000 suppliers that focuses on an increase in value for money (SAP 2020). The company also has gained an annual growth of 7.8% between 2019 to 2023 and a revenue value of 2.5 billion dollars (IBIS World 2023). Their main place of operations is in Melbourne working hand in hand with public transport Victoria and Sydney. Metros network within Melbourne has 15 lines 219 stations and 220 trains in service (IBIS World 2023). As of 2023 Metro Rail Company has over 6 thousand employees employed within their company and subsidiaries under the company's control and their current Chief Executive Officer (CEO) is Raymond O'Flaherty (IBIS World 2023). Their trains come from multiple different companies such as Comeng with 115 trains in service, HCMT with 61 trains and Siemens with 70 trains and X'Trapolis with 208 trains as of 2019 (Vic World 2023). Currently Metro Rail Company has no competitors within Victoria as the agreement between the Victorian government allows metro to be the main metropolitan rail transportation within Melbourne (IBIS World 2023).

Literature review

Quality management represents one of the most significant research themes in operations management and is a widely accepted organisational goal for many businesses spanning across but not limited to manufacturing, health care, service, and education industries (Nair 2005). It can be depicted as the act of overseeing organisational activities to ensure the products and services offered are consistent (CFI 2022). Therefore, it is characterised by the constant search for continuous improvements in processes to gain efficiency, sustainability, and competitiveness (Cristina Fernandes et al. 2019). Furthermore, quality management can be further dissected into four key components. This involves quality planning or the process of identifying standards to uphold. Quality improvement involves acting amongst the desired planning outcomes while quality control and assurance demonstrate the continued effort to uphold a process's credibility in achieving desired outcomes (CFI 2022). The significance of quality management has only escalated in recent times as consumers are becoming more demanding and searching for companies to meet their needs in terms of products and services and go above and beyond set expectations. Therefore, there is a direct correlation between quality management and customer satisfaction, and ultimately, an

organisations competitive advantage (Cristina Fernandes et al. 2019). Moreover, shoppers now possess powers procured from advancements in technology and can easily broadcast objective reviews regarding the level of satisfaction they have received from a product or service purchased from an organisation. Surveys suggest that 26% of consumers have used social media to voice grievances about a company and its products (CFI 2022), further highlighting the pressures and significance of quality management as an embedded culture in the success of organisations.

Air pollution has become a significant problem due to rapid industrialisation and urbanisation. It is one of the leading global issues and leads to substantial amounts of deaths annually with the transportation sector playing a pivotal role in the increase of air pollutants (Ismail et al. 2022). This is highly prominent in traffic infrastructure construction and road reconstruction. It is noted that in highly populated urban areas, the transportation sector consists of sources of anthropogenic pollutant emissions and has a negative effect on the well-being of urban habitats (Sun et al. 2021). Road and tunnel infrastructure remains the most common public infrastructure, therefore, constant improvement and investment is critical in a global city such as Melbourne to ensure the long-term sustainability of this city's vital traffic management. Many key studies have been conducted and analysed to solve the issue of air pollution in the pre and post construction phase of the assigned project. One of the key solutions proposed in (Ismail et al. 2022), was in response to the rapid urbanisation happening and the need for a response due to the increased pollutants in the air. This proposal demonstrated the benefits of a commercialised outdoor air filter at the construction site aimed at reducing the visible pollutants in the air. Surveys were undertaken with the results from the respondents agreeing that the innovative outdoor filter could be a commercialised product within the construction industry (Ismail et al. 2022).

Data analysis

After identifying Metro's history and concerns, we can analyse its quality management using data gathered from interviews with managers and sources, identifying problems with air quality, water and ground water contamination, and construction in order to optimise quality management and uncover hidden patterns.

As previously said, the repercussions of bad management may be very damaging to safety and can represent a danger of damage to both the project and workers, resulting in infrastructure collapse during the operation of the metro rails development. Through talks with our contact Bulend Cantor (Operations manager quality management on projects), we may develop Cause-and-Effect Diagrams depicting the consequences of inadequate quality management (see below). as it is known to help us systematically analyse the root causes of the issue by visually representing the various factors that may contribute to a metro issue of maintaining a high level of margin to ensure government standards and reducing the risk of damage to both the project and personnel that can cause infrastructure collapse.

Cause-and-Effect Diagrams

But diving into qualitative an article form (Melbourne Metro Rail Project) illustrates the importance quality management in this case I would like to look at the issue of air quality to gain a greater understand of metro problem. The article states that Particulate matter in the atmosphere includes a variety of particle kinds and sizes. Smaller particles are classed as PM10 (less than 10 microns in diameter) or PM2.5 (less than 2.5 microns). The health consequences of particles are highly determined by their size. Smaller particles may reach the lungs' gas exchange regions (alveoli), posing a larger risk to human health. Larger particles may have an aesthetic influence on surfaces, particularly they settle. This subject allows us to witness the type of air quality that would be acceptable to uphold a good quality management.

Furthermore, Using the above-mentioned metrics, we can further use this data to analyse and determine which of this issues/ problem can classify an areas according to degree of importance

This helps Metro Rail way break down to discover and establish the underlying causes of faults or difficulties with some of the key areas of focus. It saves time by concentrating on the core causes of the situation at hand. According to article from PROJECT MANAGEMENT (by Ryan Buma | Sep 15, 2021) we can analyze that planning is vital because ignoring quality makes it more difficult to complete a successful project. Prior to project execution, the project manager establishes the criteria that must be met in order for the project to be considered successful and [part-unreadable] of its well-being of workers and their environment around them.

Key Findings

It was found that during the construction and testing phase of the metro tunnel project, there are multiple aspects that need to be checked. These include the air quality, the construction quality, durability of the structure, vulnerability tests, evacuations areas and procedures. These findings could potentially lead to construction damage, environmental damage, and ecological damage to the surrounding areas which can be highly costly to both the business and other businesses involved.

Construction

These are the core findings to suggest that the main problem is maintaining the highest quality margin to ensure governmental standards and reducing risk of damage to both the project and personnel that can cause infrastructure collapse. These are done through geotechnical investigations. Through these investigations it was found that ground of Melbourne had large varieties of ground conditions that can heavily impact the construction as some construction materials need to be used while some need to be mixed to accommodate the different type of ground (Haycock, 2023) (Barnard, 2024). The quality manager would need to check the tunnel for any sort of cracks or deformities when constructing the tunnel. These also include ways to see micro cracks that can leak and cause large amounts of post damage within the tunnel and surrounding area (Haycock 2023). It was also found that during the construction Cross Yarra Partnership (CYP) found consistent minor mistakes within the construction and did not action these findings to prevent recurrences (Greaves, 2022). This can cause micro cracks and could form deformations or measurement inaccuracies which can lead to rectifying procedures to reduce or eliminate these constructional problems (Greaves, 2022).

Air quality

Air quality is an essential part when developing a metro tunnel for any city. Metro has listed this as a key factor when developing the construction of the tunnel. Due to the location of the whole rail, it would be in a highly dense area of the city where construction is just around the corner and where people navigate. By developing the tunnel within this densely populated area it can impact the air quality of the surrounding area (Greaves, 2022). This can also lead to an increase in dust within the tunnel both during construction and the completion of the tunnel. Metro aims to limit the additional air pollution that can affect the community during the construction and after completion of the tunnel (Greaves, 2022).it is also important to maintain and track the air quality during the construction process also prevent threatred animals and fauna within the area (Greaves, 2022). This is an issue where some animals and nearby water ways can be contaminated by foreign materials both during the excavation of materials that can lead to dust and fine materials being in the water and animals and fauna being damaged or hurt. This can also occur during the transportation of extracted materials as well (Greaves, 2022).

Water and ground water contamination

Ground water can cause a major problem and may potentially delay the construction timeframe considerably if not properly inspected or properly maintained. During the construction phase and also the completion and inspection of the structure they need to test both the ground water to cause any sort of corrosion or damage to the structure within high concentrations of water. This is done through the uses dewatering the areas with ground water and create a dry space to continue drilling the tunnels (Greaves, 2022). These areas would also need to be dry after the implementation of the tunnel to prevent pressure from potentially wet ground causing it to cave into the tunnel. The extraction of the ground water and transportation would also need to be treated before the disposal to prevent environmental damage (Greaves, 2022). This can be measured through a a filtration device that tests the pH levels of the water and whether or not it has been contaminated from the construction materials (Greaves, 2022). When rain comes in, it can also be a challenge to mitigate the environmental as the dust and small debris of the construction can spill into the water ways and can raise concern potentially causing ecological damage to the river and surrounding while life (Greaves, 2022).

Discussion

The Metro System's Melbourne Tunnel Project faces serious quality management challenges on a number of fronts. The construction industry has always faced strict quality management requirements, as any defects may lead to serious consequences. For this metro tunnel project, the top priority of quality control is to ensure the integrity and durability of the tunnel structure. Even tiny cracks may expand and deepen under long-term use and extreme environments, eventually causing dangerous failure or collapse. Construction

quality is crucial because even minor defects can lead to catastrophic failure of the infrastructure in the future (Greaves, 2022). Sydney's new subway project that is about to inaugurated in 2024 is handling by WeBuild Group and the company has developed a complete quality plan and operation instruction manual from the beginning, which clearly stipulates the specific standards and inspection requirements from raw materials to each construction link (WeBuild, 2024). At the same time, they also make extensive use of advanced big data analysis and artificial intelligence technology to monitor construction site conditions in real time through equipment such as drones and Internet of Things sensors.

Data analysis identified some concerning lapses in Metro’s project, with minor unresolved errors during the Cross Yarra Partnership's construction process that could lead to micro-cracks, deformation and measurement errors in the future. Geological exploration shows that Melbourne's geological conditions are diverse, which not only requires the use of different construction materials and methods for different soil qualities, but also makes quality inspections for cracks and structural integrity more complex (Haycock, 2023). Modern projects are large and complex, involving coordination among hundreds of contractors and suppliers. If there is a slight oversight in quality control, the entire project may be affected (Cristina Fernandes et al., 2019).

Since the construction site is located in the city centre, Metro must pay special attention to dust pollution and noise issues during the construction process to avoid causing too much interference to the normal life of urban residents. Although some dust reduction measures have been taken, research shows that traditional spray dust suppression cannot completely control harmful fine particles such as PM2.5. The project cuts through Melbourne's dense urban core, creating an air quality conundrum similar to those faced by other developing cities around the world. With so many arterial roads, homes and businesses directly exposed to the works, Metro cannot take the issue of particulate matter and dust lightly. Research shows that smaller particles are the most harmful and can penetrate deep into people's lungs and may cause respiratory diseases (Greaves, 2022). While some innovative outdoor filtration solutions may help mitigate pollution, Metro's operations inherently generate toxic clouds - simply transporting mined materials poses significant risks to air quality, so comprehensive mitigation options are urgently needed to protect community health (Ismail et al., 2022). The Singapore Mass Rapid Transit (MRT) Corporation has established a complete sewage treatment and reuse

system to classify and collect construction site drainage and domestic sewage . After different levels of treatment, resource utilization is achieved and the risk of pollution from external discharge is avoided (Patel and Padhya, 2021). In general, Singapore MRT has achieved normalized, systematic and intelligent management of water pollution control, which is worthy of Metro's study and reference. Maintaining quality in this regard requires implementing advanced filtration systems from the start of the project and continuous monitoring of the pH value and harmful pathogens in the wastewater. Any quality failure that releases surface toxins into waterways can have serious environmental consequences, so special attention should be paid (Sun et al., 2021).

It is obvious that the road to quality excellence in Melbourne Metro construction is full of difficulties and obstacles, with technical complexities and ecological traps scattered throughout every link. Strict process controls, advanced monitoring technology and extensive personnel training mechanisms may help establish a comprehensive quality culture capable of delivering this legacy infrastructure project to world-class standards. However, if the complexity of the challenge is underestimated, quality management efforts may quickly collapse, causing serious damage to the environment, and may even lead to catastrophic structural failure (Nair, 2005). The reputation of the Metro system and Melbourne's sustainable development process are highly dependent on the strategic planning of quality management.

Recommendations

The successful completion of large-scale infrastructure projects, such as the Melbourne Metro Rail Project, hinges on the meticulous management of quality at every stage of development. In constructing a modern and efficient metro system, stakeholders are confronted with many challenges, from ensuring structural integrity to mitigating environmental impacts. Thus, a comprehensive and systematic approach to quality management becomes paramount. This summary examines key strategies and measures necessary to uphold rigorous quality standards throughout the project lifecycle, emphasizing the importance of proactive measures, technological advancements, collaborative efforts, and risk mitigation strategies in achieving project success.

Firstly, real-time monitoring capabilities will help facilitate the early detection of quality issues, while BIM enables better coordination among project stakeholders and enhances construction accuracy, further bolstering quality management efforts. This can be achieved by leveraging more advanced technologies such as Building Information Modeling (BIM) and remote sensing tools.

Collaboration and open communication among project teams, contractors, and stakeholders are essential for fostering a culture of transparency and problem-solving. Clear reporting channels ensure that quality issues are promptly addressed, preventing potential escalations and promoting a proactive approach to quality management. Furthermore, effective supplier and contractor management processes are vital for ensuring that materials and services meet established quality standards. Regular evaluations and performance reviews enable the identification of areas for improvement or non-compliance, supporting ongoing quality optimization efforts.

Secondly, more comprehensive training programs for project personnel will play a pivotal role in enhancing quality management skills and knowledge; By equipping team members with expertise in quality assurance techniques, inspection procedures, and standards compliance, these programs will contribute to the overall effectiveness of the quality management initiatives. As continuous improvement lies at the heart of quality management, driving enhancements within the project team, soliciting feedback, conducting post-project reviews, and implementing lessons learned, will allow stakeholders to refine the quality management processes and practices.

Lastly is the implementation of more proactive risk management strategies including risk assessments, contingency plans, and resource allocation, which are essential for identifying, assessing, and mitigating quality-related risks throughout the project lifecycle. By anticipating and addressing potential risks proactively, stakeholders can safeguard project quality and minimize disruptions.

In short summary, a more holistic approach to quality management, integrating robust procedures, advanced technologies, stakeholder collaboration, continuous improvement, environmental protection measures, and proactive risk management, is essential for ensuring the successful completion of the Melbourne Metro Rail Project as by implementing these recommendations, stakeholders can address the quality management issues effectively, ensuring project success while minimizing risks.

Conclusion

In conclusion, the Melbourne Metro Rail Project faces substantial quality management challenges that require immediate attention and comprehensive solutions. Our report has delved into various aspects of quality management, ranging from construction quality to air and water pollution concerns. These issues, if left unaddressed, could not only jeopardize the safety of the project and its personnel but also have significant environmental and financial implications.

Construction quality emerges as a critical area of focus, given the potential for minor defects to escalate into catastrophic failures over time. With Melbourne's diverse geological conditions and the complexity of modern tunnel projects, meticulous quality control measures are imperative to ensure structural integrity and long-term durability. Additionally, air quality during construction poses significant challenges, necessitating innovative solutions to mitigate dust pollution and minimize harmful particulate matter emissions, especially in densely populated urban areas.

Moreover, the management of water and groundwater contamination presents another set of challenges, requiring proactive measures to prevent environmental damage and ensure the sustainability of aquatic ecosystems. By implementing more advanced filtration systems and continuous monitoring protocols, the project can mitigate the risks associated with water pollution and safeguard the surrounding environment.

To address these multifaceted challenges effectively, a holistic approach to quality management is indispensable. This approach should encompass robust procedures, technological advancements, stakeholder collaboration, continuous improvement initiatives, environmental protection measures, and proactive risk management strategies. By integrating these elements into the project's quality management framework, stakeholders can mitigate risks, ensure adherence to standards, and maximize the project's overall quality and long-term value to the community.

In short, the successful completion of the Melbourne Metro Rail Project hinges on the meticulous management of quality at every stage of development. By embracing a comprehensive quality management approach and implementing the recommendations outlined in this report, stakeholders can navigate the complexities of large-scale infrastructure projects while delivering a safe, sustainable, and high-quality metro system that meets the needs of both current and future generations.

Appendix

Interviewer: Thank you for participating in this interview and helping our team conduct our research in completing our assignment. Can you please state your position?

I'm happy to be here and I hope I can assist as much as possible with your research. My official role is project delivery manager for Metro and specialise in Operations management and Quality management within projects.

Interviewer: What do you mainly do within the quality management processes?

My role within the Metro Tunnel Project is to ultimately ensure that the project is completed within the designated time frame outlined in our project requirements while ensuring that all quality management processes have been followed. We have quite a lengthy list on quality management processes to say the least but working in a dangerous environment means we need strict processes in place related to constantly checking air quality for the safety of our workers, making sure evacuation areas are intact, and also conducting vulnerability tests to ensure the structure is safe for further operation.

Interviewer: What are the main quality management issues you’re facing?

I won’t be able to go into the specifics of it due to certain aspects being confidential. However, in any tunnel construction project and as previously mentioned, quality management issues can arise from maintaining the air quality during and after the completion of the project. Construction-related noise is something we have to be on top of, especially because we are in a highly densely populated area with a lot of foot traffic, and we also need to maintain safety protocols for our workers too.

Interviewer: What type of data do you look for when analyzing data quality management?

Most of my feedback comes directly from our machinery used and I will interpret the feedback on our specialised computers and software. I also receive reports from other workers and also day to day feedback from people on the frontline and ask for regular updates and statuses on what exactly is happening.

Interviewer: What other factors do you have to consider when you try and/or maintain a high level of quality in construction?

There are always two key factors in any given project that I have worked for, and they are especially relevant in the context of quality management. It’s both the time and money aspect. We have limited resources, pressured for time, and have countless amounts of stakeholders who are consciously invested in this project.

References

— 2023, Independent Assurance Report to Parliament 2022-23: 14 Maintaining Railway Assets across Metropolitan Melbourne, 9 March, viewed 16 April 2024, <https://www.audit.vic.gov.au/sites/default/files/2023-03/20230309_Maintaining-Railway-Assets-Across-Metropolitan-Melbourne_0.pdf>.

Barnard, L 2024, Tunnel vision: the Challenges Building Melbourne’s New A$12.6bn Megaproject, Construction Briefing, viewed 15 April 2024, <https://www.constructionbriefing.com/news/tunnel-vision-the-challenges-building-melbourne-s-new-a-12.6bn-megaproject/> 8034706.article#:~:text=In%202019%20construction%20of%20the>.

CFI 2022, Quality Management, Corporate Finance Institute, viewed 3 May 2024, <https://corporatefinanceinstitute.com/resources/management/quality-management/>.

Cristina Fernandes, A, Sampaio, P, Sameiro, M & Quang Truong, H 2019, MyApps Portal, Proquest.com, viewed 3 May 2024, <https://www.proquest.com/docview/1847842739?accountid=13552&pq-originsite=primo&sourceType=Scholarly%20Journals>.

Greaves, A 2022, Independent Assurance Report to Parliament Melbourne Metro Tunnel Phase 2: Main Works, VAGO, viewed 16 April 2024, <https://www.audit.vic.gov.au/sites/default/files/2022-11/20220622_Melbourne-Metro-Tunnel-Phase-2-Main-Works.pdf>.

Hatch, P 2023, Testing Delays Could Push Metro Tunnel Opening into Late 2025, The Age, viewed 16 April 2024, <https://www.theage.com.au/national/victoria/testing-delays-could-push-metro-tunnel-opening-into-late-2025-20231012-p5ebtr.html>.

Haycock, L 2023, Solving Construction Challenges on the Melbourne Metro Tunnel Project, Create, viewed 16 April 2024, <https://createdigital.org.au/solving-construction-challenges-on-the-melbourne-metro-tunnel-project/>.

IBIS World 2023, Metro Trains Australia Pty Ltd - History, services.ibisworld.com, IBIS World, viewed 18 April 2024, <https://my.ibisworld.com/au/en/company-reports/448287/history#overview>.

Ismail, A, Farhana, NA, Husin, A, Ahmad, N & Jamil, SJT 2022, ‘Marketability Potential of Innovative Outdoor Air Filter to Improve Air Quality at the Construction Site’, International Journal of Academic Research in Business and Social Sciences, vol. 12, no. 11.

Jones, M. 2020. Hong Kong brings robots to MTR amid smart transport push. Tech Wire Asia. https://techwireasia.com/06/2020/hong-kong-brings-robots-to-mtr-amid-ongoing-smart-transport-push/.

Nair, A 2005, ‘Meta-analysis of the relationship between quality management practices and firm performance-implications for quality management theory development’, Journal of Operations Management, vol. 24, no. 6, pp. 948–975.

Patel, N. & Padhya, H. 2021. The Study of Mass Rapid Transit System: A Case Study of Singapore Mass Rapid Transit (SMRT). International Journal of Research in Engineering and Science. 9(1), pp.94–97.

SAP 2020, Efficient, Effective and compliant, Intelligent Spend Management , SAP, viewed 17 April 2024, <https://www.sap.com/bin/sapdxc/proxy.inmsl.attachment.3891.15785.pitch-deck.pdf>.

Srinivasan, A & Kurey, B 2014, Creating a culture of quality, Harvard Business Review, viewed 3 May 2024, <https://hbr.org/2014/04/creating-a-culture-of-quality>.

Sun, C, Zhang, W, Luo, Y & Li, J 2021, ‘Road construction and air quality: Empirical study of cities in China’, Journal of Cleaner Production, vol. 319, p. 128649.

Vicsig 2024, VICSIG, vicsig.net, viewed 17 April 2024, <https://vicsig.net/suburban/fleet>.

Victoria State Government & Melbourne Metro Rail 2023, MELBOURNE METRO RAIL PROJECT ENVIRONMENT EFFECTS STATEMENT SUMMARY REPORT MMRA | Environment Effects Statement 1, 22 June, viewed 12 April 2024, <https://www.bigbuild.vic.gov.au/__data/assets/pdf_file/0015/51063/MT-Summary-Report.pdf>.

Victorian Auditor-General's Office 2024, Metro Tunnel Project: Phase 3 – Systems integration, Testing and Commissioning | Victorian Auditor-General’s Office, www.audit.vic.gov.au, viewed 22 April 2024, <https://www.audit.vic.gov.au/report/metro-tunnel-project-phase-3-systems-integration-testing-and-commissioning>.

WeBuild 2024. Sydney Metro Northwest | WeBuild Group. webuildgroup. <https://www.webuildgroup.com/en/projects/railways-underground/north-west-rail-link/>. Viewed 6 May 2024

Klarc

Magdaraog

Mario Alejandro

Ceep Rahmani

Soli Haddad

Olusegun

Fashogbon

Haonan Ma

I did the formatting, company

background and the key findings of

the report. I also did an interview

with a quality manager with the

metro company.

I did the recommendations,

conclusion and executive summary.

I did the literature review and

helped with the interview transcript

with the quality manager at metro.

I Did the Data analysis

I did the Intro and discussion part