tqm - spc tools
DESCRIPTION
Quality management systems in a small IT firm.. Also given some SPC tools based analysis of data..TRANSCRIPT
GENESIS FUTURISTIC TECHNOLOGIES LIMITED
Total Quality Management
By:
Ashutosh Kumar Jha – 91011Mohd Faraz Khan – 91033Nikhil Soni – 91038Nishant Singh – 91039Soumya Saxena – 91055
ABOUT THE COMPANY
Software Development
Industrial Training
Reverse Engineering
Hosting Services
IT Consultancy
CORE AREAS OF OPERATIONS
Software Development
Application Software GPS Solution Web Technologies Telecommunication Projects System S/w & Network Solution CAD Projects
CORE AREAS OF OPERATIONS
Research & Development Bio-Matrices
GPS (Global Positioning System) Mobile Commerce Bluetooth Smart Card Based Solution Industrial Training
CORE AREAS OF OPERATIONS
Hosting Services
Setup of High Speed and Reliable Dial UP Internet connectivity
VPN Cyber Cafe operation Web Design & Hosting, Email Setup Internet Advertising Local Content & Directory Service 24 hrs Connectivity through cable.
QUALITY MANAGEMENT - OBJECTIVES
Increase customer
satisfaction
Improve quality of
development process
Improve responsiveness from support departments
Increase employee
satisfaction level
Improve relationship
with suppliers
Strengthen brand image of
Genesis
Increase profitability of
the organization
QUALITY MANAGEMENT - COMMITMENT
A Quality Management Approach,
Effective Software Engineering Technology (methods and tools)
Formal Technical reviews that are applied throughout the software process
A Multi-tiered Testing strategy, Control of Software documentation and the changes made to itA procedure to assure compliance with software development standards, and measurement and reporting mechanisms.
SOFTWARE QUALITY TEAM
Evaluations to be performed
Audits and reviews to be performed
Standards that are applicable to the project (e.g., ISO 9001 etc.)
Procedures for error reporting and tracking
Documents to be produced by the SQA group>
Amount of feedback provided to Software project team
QUALITY POLICY
ISO 9001:2000 Development of customized software Website Designing GIS and GPS development Embedded Software Development System Development
Microsoft GOLD certified for services related to software development
ADVANTAGES FROM MCPS
Demonstrate Expertise
Broad Range of Experience
Direct Support from Microsoft
Offer Real World perspective to Business Strategies
Technical Experts are Local
STATISTICAL PROCESS CONTROL
Main Problem To Be Resolved
Very High Response Time for IT (Hardware & Software) Problems
Reported By Internal Customers
METHODOLOGY
Problem = Customer desire - actual status
Call
Closure
Time
< 30
Mins.
< 60
Mins.
< 120
Mins.
> 120 Mins.
< 24
Hours
< 48 Hours
> 48
Hour
INITIAL DATA (CALL CLASSIFICATION)
Call Closure Time < 30 min < 60 min < 120 min > 120 min Others
426 42 37 152 2
< 30 min > 120 min
< 60 min < 120 min
others0
50100150200250300350400450
INITIAL DATA
Average time taken for <30mins calls - 97 mins
Reduce this time by 50% and bring down to 48mins
Identify the major causes of delay in closure
ROOT CAUSE IDENTIFICATION – PHASE 1
Reasons for Problems Count Cumulative Total
Log in 26 26Not aware of change rule 12 38Printing 11 49Await user confirmation 6 55Others 6 61Deletion of ID 4 65
0
10
20
30
40
50
60
70
ROOT CAUSE IDENTIFICATION – PHASE 1
Log In, Awareness and Printing were reason for around 70% of all delays
Awareness was easier to handle comparatively and hence handled first
Measures taken
Inform all the engineers through mailers
Develop a standard procedure for recording call data
RESULTS – PHASE 1
Operator Call 1 Call 2 Call 3
Op 001 45 43 51
Op 002 55 57 52
Op 003 39 43 45
Op 004 52 54 47
Op 005 57 59 61
Op 006 72 45 53
Op 007 61 71 58
Op 008 47 45 43
RESULTS – PHASE 1
RESULTS – PHASE 1
ROOT CAUSE IDENTIFICATION – PHASE 2
Reasons for Problems Count TotalLog in 39 39Printing 16 55Await user confirmation 4 59Not Aware of change rule 3 62Others 3 65Deletion of ID 2 67
020406080
MEASURES TAKEN
All printers throughout the organization were reinstalled and setup on each PC by the support team personnel
Log In issues were handled before allotting new Ids and certain set of rules and do’s and don’ts were notified to every employee and supplier of the organization.
RESULTS – PHASE 2
Operator Call 1 Call 2 Call 3
Op 001 38 43 40
Op 002 49 44 52
Op 003 39 43 45
Op 004 52 54 47
Op 005 47 59 51
Op 006 39 43 55
Op 007 42 43 39
Op 008 54 41 51
RESULTS – PHASE 2
RESULTS – PHASE 2
CONCLUSION
Tools used Paretto Chart Histogram X-Bar and R Control Charts
Average Downtime came down from 120 minutes to 46 minutes
THANK YOU