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TQM implementation in IBM

Presented by AKS Prakhar

What is TQM
ISO defines TQM as: TQM is a management approach of an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society.

Japanese four process steps of TQM


1.Kaizen Focuses on Continuous Process Improvement, to make processes visible, repeatable and measurable. 2.Atarimae Hinshitsu Focuses on intangible effects on processes and ways to optimize and reduce their effects. 3.Kansei Examining the way the user applies the product leads to improvement in the product itself. 4.Miryokuteki Hinshitsu Broadens management concern beyond the immediate product.
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CASE STUDY

Problem : Improve the quality and efficiency of software testing processes in IT Optimization, On Demand Business, On Demand Workplace, Workload Management
Solution : An automated provisioning process that standardizes release management, reduces manual operations and optimizes resource utilization
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IBM Tivoli Development Labs to reap more than $2 million savings with release management initiative.

Overview :
Automating information technology and business processes is helping organizations worldwide realize enormous savings. Example: Tivoli Development Labs, the IBM team responsible for testing Tivoli software prior to its release. Tivoli Development Labs develops enterprise-class software that supports numerous 65 heterogeneous operating system platforms. Each product undergoes extensive, mandatory testing across the supported platforms.
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Streamlining the building and repurposing of test systems helps lower costs, improve quality and reduce time to market for new products. Automating information technology and business processes is helping organizations worldwide realize enormous savings. Example: Tivoli Development Labs, the IBM team responsible for testing Tivoli software prior to its release. Tivoli Development Labs develops enterprise-class software that supports numerous heterogeneous operating system platforms
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Why Become an On Demand Business?

Automating provisioning processes using best practices


To help the business meet increasingly aggressive software delivery schedules, Tivoli Development Labs had to standardize release management processes, automate routine and manual tasks and more efficiently use its resources. This would help testers ensure consistency in the test environment and enable them to spend more time testing the software to improve product quality.
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The benefits realized through automation of provisioning testing processes and use of Tivoli Provisioning Manager software have been enormous. The Tivoli Development Labs team reports that Phase 1 of the project resulted in a 94 percent reduction in attended time to provision software, with more than 1,200 person-hours saved over the first seven months of the project.
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Savings to reach several million dollars

Implementing a quality system internal


ISO 9001 sets out eight quality management principles. These include: customer focus leadership - a commitment to quality by the leaders of the organization involvement of people - everyone in the organization having a part to play making sure that those processes which create quality are identified continual improvement of the system.
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Implementing a quality system external


External systems are those that involve people outside the organization - e.g. suppliers Today, many businesses have long supply chains in which they source materials, parts and finished goods from across the globe. This has led to a change in attitude. Instead of a company having a 'them' and 'us attitude where 'them' are the suppliers, it now makes sense to see the process as a shared one in which everyone relies on each other. This is known as interdependence
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Conclusion of Case Study


In world trade, for buyers and sellers to work together there must be trust. Standards can provide the necessary bridge of confidence and understanding that builds mutual trust, helping trade to thrive. IBM was the world's first national standards making body. Today it is the most prestigious international standards institution. It works with the British government, manufacturers and other stakeholders to create quality standards. These guarantee fitness for purpose, and help British manufacturers to gain a competitive edge both in the UK and internationally. IBM assists British businesses in all markets to grow and to concentrate on meeting customers' requirements.

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Thank You

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