The Founding Father of TQM was W. Edwards Deming. His background came from statistics and he soon later applied his theories to quality.
His theories soon found a new home in the U.S. Navy and later he took his practices to Japan were it was more widely accepted.
What is quality
Quality Meeting and exceeding customers expectations
1 3 Introduction
Deming has 14 quality points but can be summed up in 4 main points
1. Plan Identify the Problem and develop the plan for improvement
2. Do Implement the plan on a test basis
3. Study/Check Access the plan is it working
4. Act Institutionalize improvement continue the cycle
1 4 Status-How is TQM used in Information Systems
Here are the methods used from TQM in IS
Pareto Analysis-Which is a diagram for tallying the percentage of defects causes to identiy major quality problems.
Flow charts- A diagram of the steps in a process helps focus on where in a process a quality problem might exist.
Check Sheet- A fact finding tool for tallying the number of defects for a list of previously identified problem causes.
Histogram- A diagram showing the frequency of data related to quality problems
3 5 Status-How is TQM used in Information Systems
Scatter Diagram- A graph showing the relationship between two variables in a process identifies a pattern that may cause a quality problem
Statistical Process Control Chart-A chart with statistical upper and lower limit if the process stays between these limits over time it is in control and a problem does not exist
Cause and Effect Diagrams-Also called a fishbone diagram a graph of the causes of a quality problem divided into categories
3 6 Objective-I.S. Quality Control Incorporated into Businesses
Kentucky Fried Chicken-Statistical Process Control
Xerox-Benchmarking-The first step in quality control
NASA-Benchmarking-The first step in quality control
4 7 Kentucky Fried Chicken
KFCs Quality Control
Specific Example- Drive Through Time
Systems used to address this problem
5 8 Xerox
Uses Intelligence programs to keep up with competitors-one of the best by the APQC
6 9 Xerox
Practices that Xerox used for Benchmarking with I.S. systems
1. Decentralizing intelligence networks to leverage experience expertise and resources across the company.
2. Incorporating information technology to help collect sort organize and disseminate the vast amount of publicly available information.
6 10 Xerox
Practices that Xerox used for Benchmarking with I.S. systems (contd)
3. Interrelating customer needs feedback evaluation and implementation to maximize the impact of competitive intelligence.
4. Use analytical frameworks to test hypotheses and develop recommendations.
6 11 NASA
NASA wants to achieve continuous improvement in Benchmarking
NASA serves ASQC
NASAs steps in benchmarking
1. Plan the benchmarking project
2. Collecting data and information
3. Analyze the data for performance gaps and enablers
4. Improving the process by adapting enablers and best practices
7 12 Analysis
All companies need some sort of data management or information to keep up with competitors.
For quality control to be implemented all employees including management are needed to participate interpretation and implementation of data.
All quality control tools must be up to date to contribute to continuous improvement and benchmarking.
The customer sets the standard of quality and you must either meet or exceed customers expectation.
Business should look at the right information systems that will propel them into benchmarking.
Education is key in interpreting data at levels in the corporate ladder. This helps everyone to be on the same page.
Update systems constantly to give you the advantage over competitors
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