IT Services
Group 4
• Jalal Hafidi
• Mathew Joseph
• Tolulope Oke
• Denisa Teme
• Li Wei
Overview
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Total Quality Management (TQM)
Definition of TQM
Evolution of TQM
Quality
o Quality programs
o Cost of Quality
 Philosophy of TQM
o TQM approaches
o TQM tools
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Case Study
Difference between manufacturing and service organization
ITIL
Quality Standards
Failure of TQM efforts
Relations to COBIT5
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Total Quality Management (TQM)
 Have you ever lost your luggage or ordered
goods and they were late?
 Was your issue resolved?
 What in your opinion is TQM?
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What is TQM?
 An integrated effort geared at improving quality throughout the
organization
 Quality & Success, Competitiveness
 Customer Satisfaction & Quality Management
 Customer-defined Quality
 Quality terms should be agreed upon by both parties so as to achieve
the desired aim
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Evolution of TQM
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Question
A successful TQM program incorporates all of the
following except:
a.
b.
c.
d.
Continuous improvement
Employee involvement
Benchmarking
Centralized decision making authority
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Discussion
How do you define quality?
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What is Quality?
 No universal definition of quality
 People view it as:
• “Performance to standards”
• “Meeting the customer’s needs”
• “Satisfying the customer”
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Conformance to specifications
Fitness for use
Value for price paid
Support services
Psychological criteria
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Cost of Quality
Cost
consequences
of poor quality
Cost to achieve
high quality
Prevention
costs
Appraisal
costs
Internal
failure costs
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External failure
costs
Cost of Quality
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Costs of Defects
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Question
All of the following costs are likely to decrease
as a result of better quality except:
a. Customer dissatisfaction costs
b. Maintenance costs
c. Scrap costs
d. Inspection costs
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The Philosophy of TQM
TQM is based on quality management from different
points of view:
 Customer focus
 Continuous improvement
 Employee empowerment
 Use of quality tools
 Two approaches are used in assessing performance:
• Benchmarking approach
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TQM Approaches
 The Plan–Do–Study–Act approach
(PDSA)
 The activities needed to improve
 PDSA cycle:
 Plan: Analyze =>collect
data=>identify problems=>develop
a plan for improvements.
 Do: Implement the changes=>collect
data for evaluation.
 Study: Analyze the data collected=>
evaluate it against the plan
 Act: Communicate the result=>
implement the new procedure
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TQM Tools
 The seven tools of quality control:
 Cause-and-effect diagram
 Flowchart
 Checklist
 Control charts
 Scatter diagrams
 Pareto analysis
 Histogram
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Question
The process of identifying other organizations that
are best at some facet modeling your organization
after them is known as:
a. Continuous improvement
b. Employee empowerment
c. Benchmarking
d. Copycatting
e. Patent infringement
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Case Study Questions
 What is wrong with how Gold Coast Advertising (GCA)
measure its quality? Explain why Gold Coast should ask its
customers about how they define quality.
 Offer suggestions to George Stein on ways of identifying
quality dimensions GCA’s customers consider important.
 What questions would you ask customers to evaluate how
they define quality?
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Quality as Defined by Manufacturing &
Service Organizations
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Process Management
 Old vs. New
 What kind of control is it ?
 Preventive
 Detective
 Corrective
Managing supplier quality
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ITIL
 Information Technology Infrastructure Library
 A globally recognized collection of best
practices for IT service management
 Focuses on aligning IT services with the
needs of business
 Quality management
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Question
ISO 9000 seeks standardization in terms of
a. Products
b. Production procedures
c. Suppliers’ specifications
d. Procedures to manage quality
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Quality Standards
 ISO 9000 Standards
 A set of international quality standards and a
certification demonstrating that companies
have met all the standard specified.
 Development:
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ISO 9000:2000 – Fundamentals and Standards
ISO 9001:2000 – Requirements
ISO 9004:2000 – Guidelines for Performance
 Advantages
 How to receive the ISO certification
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Quality Standards
 ISO 14000
 A set of international standards and a
certification focusing on a company's
environmental responsibility
 Focusing on 3 major areas:
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Management systems
Operations
Environmental systems
 Green Manufacturing and environmental
concerns
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Why TQM Efforts Fail
Lack of a
genuine quality
culture
Failure
Over- and
under-reliance
on statistical
process control
(SPC) methods
Lack of top
management
support and
commitment
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APO11-Managing Quality
Maintain continuous
improvement.
Integrate quality management into
solutions
Perform quality monitoring, control and
reviews
Focus quality management on customers.
Define and manage quality standards, practices and
procedures.
Establish a quality management system
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Relation to COBIT5- Output
 Establish a quality management system
o Quality management plans
 Define and manage quality standards, practices and procedures.
o Quality management standards
 Focus quality management on customers
o Review results of quality of service, including customer feedback
 Perform quality monitoring, control and reviews.
o Results of quality reviews and audits
 Integrate quality management into solutions for development and
service delivery
o Results of solution and service delivery quality monitoring
 Maintain continuous improvement.
o Quality review benchmark results
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THANK YOU
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