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55 views26 pages

TQM Presentation

Uploaded by

AshutoshJhaNikhil
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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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
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
Improve
Improve quality of
Increase customer responsiveness from
development
satisfaction support
process
departments

Improve
Increase employee Strengthen brand
relationship with
satisfaction level image of Genesis
suppliers

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 it

A 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
Demonstrat
Offer Real
Broad
Direct World
Range
Support
perspective to
from
of Microsoft
Experience
e Expertise
Business Strategies

T
ec
h
ni
c
al
E
x
p
er
ts
a
re
L
o
c
al
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   < 30
 < 60   < 120   > 120  < 24   < 48  > 48 
Closure  Mins.
 Mins.  Mins.  Mins.  Hours  Hours  Hour
Time  
INITIAL DATA (CALL CLASSIFICATION)
Call Closure Time  < 30 min  < 60  min  < 120  min  > 120 min Others

  426 42 37 152 2

450
400
350
300
250
200
150
100
50
0
 < 30 min  > 120 min < 60 min < 120 min others
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 26
Not aware of change rule 12 38
Printing 11 49
Await user confirmation 6 55
Others 6 61
70 Deletion of ID 4 65
60
50
40
30
20
10
0
Log in Not aware of Printing Await user Others Deletion of ID
change rule confirmation
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 Total
Log in 39 39
Printing 16 55
Await user confirmation 4 59
Not Aware of change rule 3 62
Others 3 65
Deletion of ID 2 67

80
70
60
50
40
30
20
10
0
Log in Printing Await user Not Aware of Others Deletion of ID
confirmation change rule
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

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