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IT Quality Management Tools and Techniques
- 1. IT Quality Management Presented By: Chandrakala Yadav (PG B-120) PGDM - SYSTEMS
- 2. TOPICS TO DISCUSS • Ishikawa Diagram • CTQ (Critical-to-quality) Tree • Kaizen Principle • References
- 3. 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
- 4. 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
- 5. 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
- 6. 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
- 7. • 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
- 8. 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
- 9. 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
- 10. How to implement CTQ Tree ? Identify the Voice of the Customer Understand customer requirement parameters Prioritize the parameters Converts the requirements into CTQs
- 11. 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
- 12. 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
- 14. 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
- 15. 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/#
Editor's Notes
- Concept of Ishikawa diagram was introduced by “Kaoru Ishikawa” in 1968 while he was working for quality management in Kawasaki shipyards, Originated in Japan Purpose is not to find solution but to determine the root cause of the problem Fish Bone Diagram - graphical representation of cause-effect relationship which resembles skeleton of a fish Applications – Product design and quality defect prevention, to identify potential factors causing an overall effect
- http://www.ibm.com/developerworks/lotus/library/fishbone/
- A critical to quality (CTQ) is the flowchart process of identifying quality features or characteristics in regard to the customer and to identify the problems. This is the process of analysing the inputs and outputs and find out the path that influence the standard or quality of process outputs Enable to measure characteristics of product/process whose performance standards or specification limits must be met CTQs represent the product or service characteristics as defined by the customer/user. They may include upper and lower specification limits or any other factors. A CTQ must be an actionable, quantitative business specification Customer satisfaction is a primary factor in the development of CTQ parameters CTQs are used to decompose broad customer requirements into more easily quantified elements
- A critical to quality (CTQ) is the flowchart process of identifying quality features or characteristics in regard to the customer and to identify the problems. This is the process of analysing the inputs and outputs and find out the path that influence the standard or quality of process outputs Enable to measure characteristics of product/process whose performance standards or specification limits must be met CTQs represent the product or service characteristics as defined by the customer/user. They may include upper and lower specification limits or any other factors. A CTQ must be an actionable, quantitative business specification Customer satisfaction is a primary factor in the development of CTQ parameters CTQs are used to decompose broad customer requirements into more easily quantified elements
- A critical to quality (CTQ) is the flowchart process of identifying quality features or characteristics in regard to the customer and to identify the problems. This is the process of analysing the inputs and outputs and find out the path that influence the standard or quality of process outputs Enable to measure characteristics of product/process whose performance standards or specification limits must be met CTQs represent the product or service characteristics as defined by the customer/user. They may include upper and lower specification limits or any other factors. A CTQ must be an actionable, quantitative business specification Customer satisfaction is a primary factor in the development of CTQ parameters CTQs are used to decompose broad customer requirements into more easily quantified elements
- 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/ A critical to quality (CTQ) is the flowchart process of identifying quality features or characteristics in regard to the customer and to identify the problems. This is the process of analysing the inputs and outputs and find out the path that influence the standard or quality of process outputs Enable to measure characteristics of product/process whose performance standards or specification limits must be met CTQs represent the product or service characteristics as defined by the customer/user. They may include upper and lower specification limits or any other factors. A CTQ must be an actionable, quantitative business specification Customer satisfaction is a primary factor in the development of CTQ parameters CTQs are used to decompose broad customer requirements into more easily quantified elements
- According to the Kaizen philosophy, a series of small improvements made continuously over a long period of time can result in drastic improvement in business process Important characteristic – finding root cause of error and correcting them, Each error seen as an opportunity in the path of improvement
- According to the Kaizen philosophy, a series of small improvements made continuously over a long period of time can result in drastic improvement in business process Important characteristic – finding root cause of error and correcting them, Each error seen as an opportunity in the path of improvement
- It's important to note that Kaizen is a way of thinking, not a project to complete. To implement it, all employees should receive training on the concept of Kaizen, and should have some guidelines in terms of what they need to do before implementing a change. For example, it may be fine for an office worker to change his or her handling of paperwork without any discussion. A change in the production process, though, may impact multiple teams, and should be discussed with all impacted parties before implementation. In addition, most production steps will be subject to safety regulations and will have detailed documentation on accurate performance, and these need to be in place before a change is made. It's also important that management be trained and be behind the effort. Kaizen will result in many more suggestions for improvements and changes, and will take away from a rigid focus on moving items quickly through the existing production process. Management must be ready to accept some time away from current work to focus on changes with longer-range impact.
- According to the Kaizen philosophy, a series of small improvements made continuously over a long period of time can result in drastic improvement in business process Important characteristic – finding root cause of error and correcting them, Each error seen as an opportunity in the path of improvement