it services
DESCRIPTION
IT Services. Group 4 Jalal Hafidi Mathew Joseph Tolulope Oke Denisa Teme Li Wei. Overview. Total Quality Management (TQM) Definition of TQM Evolution of TQM Quality Quality programs Cost of Quality Philosophy of TQM TQM approaches TQM tools Case Study - PowerPoint PPT PresentationTRANSCRIPT
IT Services
Group 4• Jalal Hafidi• Mathew Joseph• Tolulope Oke• Denisa Teme• Li Wei
1 of 26
Overview Total Quality Management (TQM) Definition of TQM Evolution of TQM Quality
o Quality programs o Cost of Quality
Philosophy of TQMo TQM approacheso TQM tools
Case Study Difference between manufacturing and service organization ITIL Quality Standards Failure of TQM efforts Relations to COBIT5
Total Quality Management (TQM)
2 of 26
Have you ever lost your luggage or ordered goods and they were late?
Was your issue resolved?
What in your opinion is TQM?
3 of 26
What is TQM? An integrated effort geared at improving quality throughout
the organization
Quality & Success, Competitiveness
Customer Satisfaction & Quality Management
Customer-defined Quality
Quality terms should be agreed upon by both parties so as to achieve the desired aim
4 of 26
Evolution of TQM
5 of 26
Question A successful TQM program incorporates all of the following except:
a. Continuous improvementb. Employee involvementc. Benchmarkingd. Centralized decision making authority
Discussion
How do you define quality?
6 of 26
What is Quality? No universal definition of quality
People view it as: • “Performance to standards”• “Meeting the customer’s needs”• “Satisfying the customer”
Conformance to specifications Fitness for use Value for price paid Support services Psychological criteria
7 of 26
Cost of Quality
Cost to achieve high quality
Cost consequences of poor quality
Prevention costs
Appraisal costs
Internal failure costs
External failure costs
8 of 26
Cost of Quality
9 of 26
Costs of Defects
10 of 26
QuestionAll of the following costs are likely to decreaseas a result of better quality except:
a. Customer dissatisfaction costsb. Maintenance costsc. Scrap costsd. Inspection costs
11 of 26
12 of 26
The Philosophy of TQM
TQM is based on quality management from different points of view:
Customer focus Continuous improvement Employee empowerment Use of quality tools
Two approaches are used in assessing performance:• Benchmarking approach
13 of 26
TQM Approaches The Plan–Do–Study–Act approach
(PDSA) The activities needed to improve
PDSA cycle: Plan: Analyze =>collect
data=>identify problems=>develop a plan for improvements.
Do: Implement the changes=>collect data for evaluation.
Study: Analyze the data collected=> evaluate it against the plan
Act: Communicate the result=> implement the new procedure
14 of 26
TQM ToolsThe seven tools of quality control:
Cause-and-effect diagram Flowchart Checklist Control charts Scatter diagrams Pareto analysis Histogram
The process of identifying other organizations that
are best at some facet modeling your organization
after them is known as:
a. Continuous improvementb. Employee empowermentc. Benchmarkingd. Copycattinge. Patent infringement
Question
15 of 26
Case Study Questions What is wrong with how Gold Coast Advertising
(GCA) measure its quality? Explain why Gold Coast should ask its customers about how they define quality.
Offer suggestions to George Stein on ways of identifying quality dimensions GCA’s customers consider important.
What questions would you ask customers to evaluate how they define quality?
16 of 26
Quality as Defined by Manufacturing & Service
Organizations
17 of 26
18 of 26
Process Management Old vs. New
What kind of control is it ? Preventive Detective Corrective
Managing supplier quality
ITIL Information Technology Infrastructure
Library
A globally recognized collection of best practices for IT service management Focuses on aligning IT services with the
needs of business Quality management
19 of 26
ISO 9000 seeks standardization in terms of
a. Productsb. Production proceduresc. Suppliers’ specificationsd. Procedures to manage quality
Question
20 of 26
21 of 26
Quality Standards ISO 9000 Standards
A set of international quality standards and a certification demonstrating that companies have met all the standard specified.
Development: ISO 9000:2000 – Fundamentals and Standards ISO 9001:2000 – Requirements ISO 9004:2000 – Guidelines for Performance
Advantages How to receive the ISO certification
22 of 26
Quality Standards ISO 14000
A set of international standards and a certification focusing on a company's environmental responsibility
Focusing on 3 major areas: Management systems Operations Environmental systems
Green Manufacturing and environmental concerns
23 of 26
Why TQM Efforts Fail
Failure
24 of 26
APO11-Managing Quality
Establish a quality management system
Define and manage quality standards, practices and procedures.
Focus quality management on customers.
Perform quality monitoring, control and reviews
Integrate quality management into solutions
Maintain continuous improvement.
25 of 26
Relation to COBIT5- Output
Establish a quality management system o Quality management plans
Define and manage quality standards, practices and procedures.
o Quality management standards Focus quality management on customers
o Review results of quality of service, including customer feedback
Perform quality monitoring, control and reviews.o Results of quality reviews and audits
Integrate quality management into solutions for development and service delivery
o Results of solution and service delivery quality monitoring Maintain continuous improvement.
o Quality review benchmark results
THANK YOU
26 of 26