creating a quality policy and plan

Ronak Raval Rakesh Nandi Anish Kadri

Kajal Dave Urmeet Kaur Nirali Rawal

The Cornorstone
Respect for the individual Service to the customer Excellence in everything company does

 Everyone in IBM has customers, either inside or outside the company, who uses the output of his or her job; only if each person strives for and achieves defect-free work can we reach our objective of superior quality. Key: Defect-free operation

Phase wise implementation

Phase 1 (1980s)
Product leadership, quality circles, quality teams, defect-free working and quality

Phase 2 (1985)
Focus on business processes, getting processes right,

Phase 3 (1990)
Market-driven quality

Phase 1
Essential ingredients of IBMs strategy

A committed will to improve Senior management commitment Total organizational involvement Customer orientation Visible management individual, departmental, functional and plant Defined (annual) goals and related targets Technical and educational support Visible recognition / reward Relentless communication

Phase 2
Business Process Improvements

Critical & systematic analysis of business process Concept : Removing defects from a business process & to improve efficiency by understanding supplier & customer requirements, process definition, defect measurement, root cause removal and adapting the process to assure relevancy to business needs Process ownership, allocation of responsibilities to line management as process owners across organization Responsibilities clarified, for process owners and at functional levels

The outcomes
Error free installation of new products Enormous improvement opportunities in new products Software coding yields to the improvement process Stunning results from improving mundane accounting practices Supplier partnership hit paydirt, AQLs to PPMs.

Phase 3
Market-Driven Quality

Creating structure for five initiatives for leadership

Defining market needs better. Eliminating defects. Reducing product cycle time. Increasing employee participation. Implementing common measurements.

Policy changes to support the changed goals and practices

Eg. Policy no. 132 stating delivery of defect-free total solutions to anything in the market place, and delivering them on time, every time.

Secret of Success
Everything begins with a massive commitment Education flows from top Individuals set and modify their own objectives to cope up improved goals. Six sigma applied to almost everything. Attaining a very tightly closed loop process between development, manufacturing, marketing, service, and the customer. The customized version of Five Ups from Motorola, USA.

Thank You

Phase 2 : Details
Clarification of responsibilities for process owners
Determining and documenting process requirements and securing customer concurrence. Defining the sub-processes including information used by the process. Designating line manager ownership over each sub-process. Identifying implementers and assuring application of quality management principles. Ensuring documentation of task level procedures. Identifying critical success factors and key dependencies in order to meet the needs of the business during the tactical and strategic time frame. Establishing measurement and setting targets to monitor and continuously improve process effectiveness and efficiency. Rating the process/sub-process against defined quality standards and control criteria. Reporting process status and progress. Identifying and implementing changes to the process to meet the needs of the business. Ensuring that information integrity exists throughout the process including integrity of measurements at all levels. Back Resolving or escalating cross-functional issues.

Phase 2 : Details
Functional responsibilities as overall guidelines. Quality support for:
Coordinating education/training in the application of quality tools and techniques to the business processes. Providing an independent assessment of quality improvement activities to achieve appropriate efficiency levels.

Controller support for:

Assisting the process owner with implementation methods and process analysis tools. Conducting reviews and tests of process efficiency and effectiveness.

Communication support for:

Providing a comprehensive programme to communicate and reinforce the quality focus on business process.
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