IT Services

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