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Quality ManagementQuality management for IT services is a systematic way of ensuring that all the activities necessary to design, develop and implement IT services which satisfy the requirements of the organization and of Users take place as planned and that the activities are carried out cost effectively. Quality Improvement W. Edwards Deming is best known for his management philosophy establishing quality, productivity, and competitive position. He has formulated 14 points of attention for managers, some of these points a more appropriate for Service Management: - Break down barriers between departments;
- Management should learn their responsibilities, and tale on leadership;
- Improve constantly;
- Institute a programme of education and self-improvement.
The following diagram is the Deming cycle for the quality improvement. The philosophy is to keep improving the quality of an organization. It is defined by four keys: - Plan: Design or revise business process components to improve results
- Do: Implement the plan and measure its performance
- Check: Assess the measurements and report the results to decision makers
- Act: Decide on changes needed to improve the process
The consolidation phase enables the organization to take stock of what has been taking place and to ensure made to processes that require documentation (both to allow processes to be repeatable and to facilitate recognition of the achievement of some form of quality standard). Quality Standards An important set of International Standards for Quality Assurance is the ISO 9000 range, a set of five standards for a Quality Assurance system that is accepted around the world. At the turn of the millennium, 90 or so countries have adopted ISO 9000 as the cornerstone of their national standards. When you purchase a product or service from a company that is registered to the appropriate ISO 9000 standard; you have important assurances that the quality of what you will receive will be as you expect. For instance car companies make business with suppliers only if they are ISO 9000 certified. The most comprehensive of the standards is ISO 9001. It applies to industries involved in the design, development, manufacturing, and installation and servicing of products or services.
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