Applying the Total Quality Management Method in ICT Business

Kokonaisvaltaisen laatujohtamisen malli TQM (Total Quality Management) on noussut yhdeksi merkittävimmistä konsepteista globaalissa liiketoiminnassa, missä laatu on tärkeä kilpailutekijä. Tämä diplomityö pureutuu nykyaikaiseen kokonaisvaltaisen laatujohtamisen konseptiin, joka nostaa perinteisen laatuajattelun uudelle tasolle. Moderni laatujohtamisajattelu on kasvanut koskemaan yrityksen toiminnan kaikkia osa-alueita. Työn tavoitteena on TietoEnator Käsittely ja Verkkopalvelut liiketoiminta-alueen osalta laadun sekä liiketoiminnallisen suorituskyvyn parantaminen kokonaisvaltaisesti. Ennen varsinaisen laatujohtamis-konseptin käsittelyä työ esittelee ensin yleisellä tasolla perinteistä laatu käsitettä sekä käsittelee lyhyestiICT-liiketoimintaa ja siihen liittyviä standardeja. Lopuksi tutkimus esittelee priorisoituja parannusehdotuksia ja askeleita jotka auttavat organisaatiota saavuttamaan kokonaisvaltaisen laatujohtamiskonseptin mukaisia pyrkimyksiä.

A Semantic wiki for quality management in software development projects

Quality management has become a strategic issue for organisations and is very valuable to produce quality software. However, quality management systems (QMS) are not easy to implement and maintain. The authors' experience shows the benefits of developing a QMS by first formalising it using semantic web ontologies and then putting them into practice through a semantic wiki. The QMS ontology that has been developed captures the core concepts of a traditional QMS and combines them with concepts coming from the MPIu'a development process model, which is geared towards obtaining usable and accessible software products. Then, the ontology semantics is directly put into play by a semantics-aware tool, the Semantic MediaWiki. The developed QMS tool is being used for 2 years by the GRIHO research group, where it has manages almost 50 software development projects taking into account the quality management issues. It has also been externally audited by a quality certification organisation. Its users are very satisfied with their daily work with the tool, which manages all the documents created during project development and also allows them to collaborate, thanks to the wiki features.

Community structure and water quality in Mediterranean streams of a Natural Park (Sant Llorenç del Munt, NE Spain)

Se estudian las comunidades de macroinvertebrados de los ríos del Parque Natural de Sant Llorenç del Munt i la Serra de l'Obac (Barcelona, NE España) y su relación con las condiciones de flujo de los ríos. Hasta 78 localidades se visitaron en dos ocasiones (invierno y verano de 1996) y en 26 de ellas se tomaron muestras de macroinvertebrados. Mientras en invierno el 63 % de los kilÛmetros investigados tenía flujo continuo y menos del 1% estaba seco, en verano solo el 26% tenía flujo continuo, un 20% estaba totalmente seco y el resto presentaba pozas en su lecho. A pesar de ello el número de familias de macroinvertebrados fue de 54 en invierno y 94 en verano, siendo dominantes en este último caso los heterópteros, coleópteros, odonatos y dípteros, mientras que en invierno los tricópteros y plecópteros eran más diversos. En general, la comunidad presentó una estrategia trófica recolectora aunque la proporción de los ramoneadores y depredadores aumentó en verano. El estudio de las comunidades mediante el análisis de su abundancia en los dos perÌodos, mostró que las variables temporales (flujo, temperatura) o las relacionadas con el incremento de la producciÛn primaria (oxÌgeno, pH) explicaban la mayor parte de la variabilidad con los elementos mas reófilos propios de invierno y los leníticos de verano, mientras que otros factores fisicoquímicos no eran relevantes. Calculado el índice biológico BMWP' se demostró que los valores en verano eran superiores o similares a los de invierno lo que se explica por la mayor diversidad aunque la calificaciÛn individual de cada una de las familias encontradas en verano fuera menor que las halladas en invierno.

Describing and Analyzing Information Technology through Total Quality Management and Process Management: Case Stora Enso Newsprint

Laatu on osaltaan vahvistamassa asemaansa liike-elämässä yritysten kilpaillessa kansainvälisillä markkinoilla niin hinnalla kuin laadulla. Tämä suuntaus on synnyttänyt useita laatuohjelmia, joita käytetään ahkerasti yritysten kokonais- valtaisen laatujohtamisen (TQM) toteuttamisessa. Laatujohtaminen kattaa yrityksen kaikki toiminnot ja luo vaatimuksia myös yrityksen tukitoimintojen kehittämiselle ja parantamiselle. Näihin lukeutuu myös tämän tutkimuksen kohde tietohallinto (IT). Tutkielman tavoitteena oli kuvata IT prosessin nykytila. Tutkielmassa laadittu prosessikuvaus pohjautuu prosessijohtamisen teoriaan ja kohdeyrityksen käyttämään laatupalkinto kriteeristöön. Tutkimusmenetelmänä prosessin nykytilan selvittämiseksi käytettiin teemahaastattelutta. Prosessin nykytilan ja sille asetettujen vaatimusten selvittämiseksi haastateltiin IT prosessin asiakkaita. Prosessianalyysi, tärkeimpien ala-prosessien tunnistaminen ja parannusalueiden löytäminen ovat tämän tutkielman keskeisemmät tulokset. Tutkielma painottui IT prosessin heikkouksien ja parannuskohteiden etsimiseen jatkuvan kehittämisen pohjaksi, ei niinkään prosessin radikaaliin uudistamiseen. Tutkielmassa esitellään TQM:n periaatteet, laatutyökaluja sekä prosessijohtamisen terminologia, periaatteet ja sen systemaattinen toteutus. Työ antaa myös kuvan siitä, miten TQM ja prosessijohtaminen niveltyvät yrityksen laatutyössä.

Impact of quality improvement tools on the performance of firms using different quality management systems

This study compares the impact of quality management tools on the performance of organisations utilising the ISO 9001:2000 standard as a basis for a quality-management system band those utilising the EFQM model for this purpose. A survey is conducted among 107 experienced and independent quality-management assessors. The study finds that organisations with qualitymanagement systems based on the ISO 9001:2000 standard tend to use general-purpose qualitative tools, and that these do have a relatively positive impact on their general performance. In contrast, organisations adopting the EFQM model tend to use more specialised quantitative tools, which produce significant improvements in specific aspects of their performance. The findings of the study will enable organisations to choose the most effective quality-improvement tools for their particular quality strategy

Master data quality management in a global enterprise

In a networked business environment the visibility requirements towards the supply operations and customer interface has become tighter. In order to meet those requirements the master data of case company is seen as an enabler. However the current state of master data and its quality are not seen good enough to meet those requirements. In this thesis the target of research was to develop a process for managing master data quality as a continuous process and find solutions to cleanse the current customer and supplier data to meet the quality requirements defined in that process. Based on the theory of Master Data Management and data cleansing, small amount of master data was analyzed and cleansed using one commercial data cleansing solution available on the market. This was conducted in cooperation with the vendor as a proof of concept. In the proof of concept the cleansing solution’s applicability to improve the quality of current master data was proved. Based on those findings and the theory of data management the recommendations and proposals for improving the quality of data were given. In the results was also discovered that the biggest reasons for poor data quality is the lack of data governance in the company, and the current master data solutions and its restrictions.

Quality management of outsourcing welded structure: case China

For any international companies who wish to enter the Chinese market, quality is base on the fundamental. The companies are coming to realize the importance of quality gradually, thus companies have been put the quality problems on the agenda. The competitiveness of companies comes from quality. Quality is the key to success, and it can decide that the companies can be accepted or eliminated by the market. Due to the obvious benefits, the demand of the method of how to achieve high quality of product keeps growing. During achieving the high quality process, the main troubles come from the impact between Eastern and Western culture. Chinese culture which is different with Western one have lasted as long as five thousand years. Such a culture deeply rooted in the hearts of Chinese people, and effected generation after generation of Chinese people's working style and ways of thinking. This thesis determines how to find a good fit point between Eastern and Western culture. Doing right thing by the right way. The nature of improving quality is improving management level in fact. "How to manage, who should be managed", the thesis explains the basic and best option to achieve those. It describes three-dimension-style management to monitoring the working process. This kind of management style can inspect production process from horizontal and vertical direction. In this management way, it defines effective evaluation system to every subcontractor, and makes the companies to achieve the ultimate goal - satisfy quality. Because of the importance of human factor, the thesis determines the range of training of the inspector and welder due to the current situation of China. The results show that in order to reach reliable training effective evaluation, not only the quality of the human but also the ultimate goal of product quality.

Use Of Systems Approach with Total Quality Management in Industrial Organizations

The objective of the work has been to study why systems thinking should be used in combination with TQM, what are the main benefits of the integration and how it could best be done. The work analyzes the development of systems thinking and TQM with time and the main differences between them. The work defines prerequisites for adopting a systems approach and the organizational factors which embody the development of an efficient learning organization. The work proposes a model based on combination of an interactive management model and redesign to be used for application of systems approach with TQM in practice. The results of the work indicate that there are clear differences between systems thinking and TQM which justify their combination. Systems approach provides an additional complementary perspective to quality management. TQM is focused on optimizing operations at the operational level while interactive management and redesign of organization are focused on optimization operations at the conceptual level providing a holistic system for value generation. The empirical study demonstrates the applicability of the proposed model in one case study company but its application is tenable and possible also beyond this particular company. System dynamic modeling and other systems based techniques like cognitive mapping are useful methods for increasing understanding and learning about the behavior of systems. The empirical study emphasizes the importance of using a proper early warning system.

INFLUENTIAL FACTORS IN SURFACE WATER QUALITY IN CATCHMENTS WITHIN THE PAMPA BIOME WITH DIFFERENT LAND USE1

The aim of this study was to identify, by multivariate statistical technique, the physic, chemical and biological variables that best characterize the quality of surface waters in two small rural catchments with different land uses (eucalyptus silviculture (SC) vs. pasture and extensive livestock (LC)) located in Rosário do Sul, RS - Brazil. Monitoring was conducted during the months of August 2011 to August 2012 and the following parameters were analyzed: Ca2+, Mg2+, K+, SO42-, Cl-, pH, electrical conductivity, turbidity, alkalinity, suspended and dissolved solids, biochemical oxygen demand , total coliforms, Escherichia coli and temperature, flow and rainfall. Through the use of FA/PCA, it was found that the model best fit to express water quality of in LC that was composed of five factors which account for 83.5% of the total variance, while for SC, four factors accounted for 85.12% of the variance. In LC, the five main factors were, respectively, soluble salts, diffuse pollution, solid, and both anthropogenic and organic factors. In SC, the four factors were namely: soluble salts, mineral, nutritional and diffuse pollution factors. The results of this study showed that by replacing the traditional soil usage (pasture and livestock) with planted forest, diffuse pollution was attenuated but, however, it did not result in major changes in the physical-chemical and biological characteristics of the water. Another point to note is that factorial analysis did not result in a large reduction in the number of variables, once the best model fit occurred with the addition of 15 of 18 analyzed variables (LC) and 17 of 18 analyzed variables (SC).

Tabular cusum control charts of chemical variables applied to the control of surface water quality

The aim of this study was to evaluate the application possibility of tabular CUSUM control charts in the quality control of chemical variables in surface water. It was performed bibliographic and field research to collect water samples from 2003 to 2009, totaling 30 samples, some monthly and others semi-annual in order to observe the variables that regulate water quality. It was found that these charts may be applied to control the quality of river water; showing to be effective in the perception of changes during the process, especially for small samples (n=1) which there is no repetition as in this research. It was also concluded that the Mandurim River does not presents significant levels of pollution.

Pedological characterization and land use and occupation: influences on water quality in a watershed located in the zona da mata (MG)

In order to verify the influence of class and use and occupation of land on water quality, it was performed the characterization and analyzes of land use and monitoring of seven springs inserted in a watershed located in the rural of Viçosa city - Minas Gerais (MG) state, in Brazil. Through soil analyzes, carried out in five different profiles, it was possible to identify three distinct pedological classes: Argisol, Cambisol and Latosol. Furthermore, the concentrations of Fe, Mn, Cu, Zn, Cr, Cd, Pb and Ni were identified in each of the horizons in the considered profiles. Water samples were collected and analyzed monthly, over eight months, twenty two parameters of water quality. Comparing the results of each survey, it was possible to identify a relation between water quality and land use in the round of the springs, considering color, BOD, DO, E. coli and Mn as the most affected parameters, influenced mainly by soil characteristics and the presence of a large percentage of pasture in the study area.

Mapping of use and occupation of the soil and irrigation water quality in the city of Salto do Lontra-Paraná, Brazil

The objective of this study consisted on mapping the use and soil occupation and evaluation of the quality of irrigation water used in Salto do Lontra, in the state of Paraná, Brazil. Images of the satellite SPOT-5 were used to perform the supervised classification of the Maximum Likelihood algorithm - MAXVER, and the water quality parameters analyzed were pH, EC, HCO3-, Cl-, PO4(3-), NO3-, turbidity, temperature and thermotolerant coliforms in two distinct rainfall periods. The water quality data were subjected to statistical analysis by the techniques of PCA and FA, to identify the most relevant variables in assessing the quality of irrigation water. The characterization of soil use and occupation by the classifier MAXVER allowed the identification of the following classes: crops, bare soil/stubble, forests and urban area. The PCA technique applied to irrigation water quality data explained 53.27% of the variation in water quality among the sampled points. Nitrate, thermotolerant coliforms, temperature, electrical conductivity and bicarbonate were the parameters that best explained the spatial variation of water quality.

Water quality indicators for environmental and resistance profile of Escherichia coli strains isolated in Rio Cascavel, Paraná, Brazil

In this article it was evaluated the quality of water in the Cascavel river, in the city of Cascavel - Paraná using microbiological indicators, physical and chemical pollution and susceptibility / resistance in strains of Escherichia coli isolated antimicrobial trade. The water sampling was conducted between 2010-July and 2011-June at three points: a) near the source, b) urban area, c) rural area. The samples were analyzed for physical, chemical and microbiological variables: temperature, pH, color, turbidity, electrical conductivity, total nitrogen and total phosphorus, total coliforms (CT), fecal coliform (CTe) and Escherichia coli. Tests were also performed to nine antimicrobial commercial resistances. The variables studied indicated that the Cascavel river water was presented at disagreement with the resolution 357/2005 CONAMA (class I), ranking in the index as regular water quality. The physical, chemical and rainfall did not affect the growth of CT and CTe, with higher counts of E. coli in the urban area. The greatest resistance profiles of the strains of E. coli isolated from Cascavel river water was found in section 2, the urban area as a probable consequence of human influence on water quality.

Process approach in quality management - Case: ECO process development in EMS industry

The aim of the thesis was to study quality management with process approach and to find out how to utilize process management to improve quality. The operating environment of organizations has changed. Organizations are focusing on their core competences and networking with suppliers and customers to ensure more effective and efficient value creation for the end customer. Quality management is moving from inspection of the output to prevention of problems from occurring in the first place and management thinking is changing from functional approach to process approach. In the theoretical part of the thesis, it is studied how to define quality, how to achieve good quality, how to improve quality, and how to make sure the improvement goes on as never ending cycle. A selection of quality tools is introduced. Process approach to quality management is described and compared to functional approach, which is the traditional way to manage operations and quality. The customer focus is also studied, and it is presented, that to ensure long term customer commitment, organization needs to react to changing customer requirements and wishes by constantly improving the processes. In the experimental part the theories are tested in a process improvement business case. It is shown how to execute a process improvement project starting from defining the customer requirements, continuing to defining the process ownership, roles and responsibilities, boundaries, interfaces and the actual process activities. The control points and measures are determined for the process, as well as the feedback and corrective action process, to ensure continual improvement can be achieved and to enable verification that customer requirements are fulfilled.