Quality management systems in a small IT firm.. Also given some SPC tools based analysis of data..

1. Total Quality Management Genesis Futuristic Technologies Limited By: Ashutosh Kumar Jha – 91011 Mohd Faraz Khan – 91033 Nikhil Soni – 91038 Nishant Singh – 91039 Soumya Saxena – 91055

2. About the company

3. Core areas of operations Software Development Application Software GPS Solution Web Technologies Telecommunication Projects System S/w & Network Solution CAD Projects

4. Core areas of operations Research & Development Bio-Matrices GPS (Global Positioning System) Mobile Commerce Bluetooth Smart Card Based Solution Industrial Training

5. 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.

6. Quality management - objectives

7. Quality management - commitment

8. 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

9. 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

10. Advantages from MCPs

11. Statistical Process control Main Problem To Be Resolved Very High Response Time for IT (Hardware & Software) Problems Reported By Internal Customers

12. methodology Problem = Customer desire - actual status

13. Initial data (Call classification)

15. Reduce this time by 50% and bring down to 48mins

18. Awareness was easier to handle comparatively and hence handled first

19. Measures taken

20. Inform all the engineers through mailers

22. Results – phase 1

23. Results – phase 1

24. Root cause identification – phase 2

25. 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.

26. Results – phase 2

27. Results – phase 2

28. Results – phase 2

29. conclusion Tools used Paretto Chart Histogram X-Bar and R Control Charts Average Downtime came down from 120 minutes to 46 minutes

30. THANK YOU