it quality management
TRANSCRIPT
IT Quality Management
Presented By: Chandrakala Yadav (PG B-120)
PGDM - SYSTEMS
TOPICS TO DISCUSS
• Ishikawa Diagram
• CTQ (Critical-to-quality) Tree
• Kaizen Principle
• References
ISHIKAWA DIAGRAM
• Introduced by KAORU ISHIKAWA in 1968, Kawasaki shipyards in Japan
• Problem analysis tool – shows causes and their effects for a given problem
• Not to find solution but identify to root cause of the problem
• Fish Bone Diagram - graphical representation of cause-effect relationship
• APPLICATIONS – Quality management & Problem analysis
Where to use Ishikawa diagram ?
• Structured approach to determine root cause of a problem
When to use
• Complicated problems
• Many possible causes for a problem
When not to use
• Problem is very simple
• Team size too small
• Experts already available
How to implement Ishikawa diagram ?
Major steps are:
1) Define the problem (complicated, critical, permanent fix)
2) Brainstorm - identify major causes and categorize into relevant groups, identify secondary causes for the major causes
3) Arrive at root cause
Example : Server Crash
Category Description Implications
Method Way of doing things Programs written in LotusScript, Java may cause server overload
Men People Inexperienced administrators
Machine Hardware Insufficient hardware configuration
Technology
Any technology used Third party tools
Policies Policies used by organization
Scheduled agents and APIs
• LotusScript code of scheduled agent
• The agent had approx. 5000 lines of code with lots of loops and checks
• A FOR loop ran almost 5,000 times, and each time it ran, 100 IF statements were evaluated
CTQ (CRITICAL-TO-QUALITY) TREE
• Flowchart process - Measures characteristics of a product or process to meet performance standards or specification limits
• Customer satisfaction is a primary factor in the development of CTQ concept
• CTQs decompose broad customer requirements into more easily quantified elements. A CTQ must be an actionable, quantitative business specification
• APPLICATION - Designing of a product/service, Continuous improvement projects like Six Sigma projects
When to use CTQ Tree ?
• Critical to quality is implemented when the quality of output is affected
• It is applicable where an input determines what happens next in the process
• It is usually applied for measuring whether inputs or outputs are meeting needs
How to implement CTQ Tree ?
Identify the Voice of the Customer
Understand customer
requirement
parameters
Prioritize the
parameters
Converts the
requirements into CTQs
Example : Call Center
VOC
It takes too long for resolution
Call handling
time
Resolution TAT
No consistency in information
shared/resolution
Accuracy for
complaint resolution
Training throughput
Training efficiency
KAIZEN PRINCIPLE
• Japanese philosophy which is based on continuous improvement
• Improve productivity or quality through incremental steps
• Important characteristics
– Finding root cause of error and correcting them
- More PROESS-FOUSED than result-focused
• Collaboration – discuss improvement, measure customer satisfaction, error rates
How to implement KAIZEN ?
• Training to employees
• Guidelines in terms of what they need to do before implementing a change
• Management should lead the process
REFERENCES
• http://www.ibm.com/developerworks/lotus/library/fishbone/
• http://en.wikipedia.org/wiki/Ishikawa_diagram
• http://sixsigmabasics.com/six-sigma/statistics/critical-to-quality.html
• http://www.sixsigmaonline.org/six-sigma-training-certification-information/articles/six-sigma-%E2%80%93-defining-critical-to-quality-.html
• http://www.whatissixsigma.net/ctq-tree/
• http://www.brighthubpm.com/project-planning/100172-explaining-the-kaizen-principle/#