It quality management

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/#