GENESIS FUTURISTIC TECHNOLOGIES LIMITED

Total Quality Management

By:

Ashutosh Kumar Jha – 91011Mohd Faraz Khan – 91033Nikhil Soni – 91038Nishant Singh – 91039Soumya Saxena – 91055

ABOUT THE COMPANY

Software Development

Industrial Training

Reverse Engineering

Hosting Services

IT Consultancy

CORE AREAS OF OPERATIONS

Software Development

Application Software GPS Solution Web Technologies Telecommunication Projects System S/w & Network Solution CAD Projects

CORE AREAS OF OPERATIONS

Research & Development Bio-Matrices

GPS (Global Positioning System) Mobile Commerce Bluetooth Smart Card Based Solution Industrial Training

CORE AREAS OF OPERATIONS

Hosting Services

Setup of High Speed and Reliable Dial UP Internet connectivity

VPN Cyber Cafe operation Web Design & Hosting, Email Setup Internet Advertising Local Content & Directory Service 24 hrs Connectivity through cable.

QUALITY MANAGEMENT - OBJECTIVES

Increase customer

satisfaction

Improve quality of

development process

Improve responsiveness from support departments

Increase employee

satisfaction level

Improve relationship

with suppliers

Strengthen brand image of

Genesis

Increase profitability of

the organization

QUALITY MANAGEMENT - COMMITMENT

A Quality Management Approach,

Effective Software Engineering Technology (methods and tools)

Formal Technical reviews that are applied throughout the software process

A Multi-tiered Testing strategy, Control of Software documentation and the changes made to itA procedure to assure compliance with software development standards, and measurement and reporting mechanisms.

SOFTWARE QUALITY TEAM

Evaluations to be performed

Audits and reviews to be performed

Standards that are applicable to the project (e.g., ISO 9001 etc.)

Procedures for error reporting and tracking

Documents to be produced by the SQA group>

Amount of feedback provided to Software project team

QUALITY POLICY

ISO 9001:2000 Development of customized software Website Designing GIS and GPS development Embedded Software Development System Development

Microsoft GOLD certified for services related to software development

ADVANTAGES FROM MCPS

Demonstrate Expertise

Broad Range of Experience

Direct Support from Microsoft

Offer Real World perspective to Business Strategies

Technical Experts are Local

STATISTICAL PROCESS CONTROL

Main Problem To Be Resolved

Very High Response Time for IT (Hardware & Software) Problems

Reported By Internal Customers

METHODOLOGY

Problem = Customer desire - actual status

Call 

Closure

Time

 < 30

 Mins.

 

 < 60 

 Mins.

 < 120 

 Mins.

 > 120 Mins.

 < 24 

 Hours

 < 48 Hours

 > 48 

 Hour

INITIAL DATA (CALL CLASSIFICATION)

Call Closure Time  < 30 min  < 60  min  < 120  min  > 120 min Others

  426 42 37 152 2

 < 30 min  > 120 min

< 60 min < 120 min

others0

50100150200250300350400450

INITIAL DATA

Average time taken for <30mins calls - 97 mins

Reduce this time by 50% and bring down to 48mins

Identify the major causes of delay in closure

ROOT CAUSE IDENTIFICATION – PHASE 1

Reasons for Problems Count Cumulative Total

Log in 26 26Not aware of change rule 12 38Printing 11 49Await user confirmation 6 55Others 6 61Deletion of ID 4 65

0

10

20

30

40

50

60

70

ROOT CAUSE IDENTIFICATION – PHASE 1

Log In, Awareness and Printing were reason for around 70% of all delays

Awareness was easier to handle comparatively and hence handled first

Measures taken

Inform all the engineers through mailers

Develop a standard procedure for recording call data

RESULTS – PHASE 1

Operator Call 1 Call 2 Call 3

Op 001 45 43 51

Op 002 55 57 52

Op 003 39 43 45

Op 004 52 54 47

Op 005 57 59 61

Op 006 72 45 53

Op 007 61 71 58

Op 008 47 45 43

RESULTS – PHASE 1

RESULTS – PHASE 1

ROOT CAUSE IDENTIFICATION – PHASE 2

Reasons for Problems Count TotalLog in 39 39Printing 16 55Await user confirmation 4 59Not Aware of change rule 3 62Others 3 65Deletion of ID 2 67

020406080

MEASURES TAKEN

All printers throughout the organization were reinstalled and setup on each PC by the support team personnel

Log In issues were handled before allotting new Ids and certain set of rules and do’s and don’ts were notified to every employee and supplier of the organization.

RESULTS – PHASE 2

Operator Call 1 Call 2 Call 3

Op 001 38 43 40

Op 002 49 44 52

Op 003 39 43 45

Op 004 52 54 47

Op 005 47 59 51

Op 006 39 43 55

Op 007 42 43 39

Op 008 54 41 51

RESULTS – PHASE 2

RESULTS – PHASE 2

CONCLUSION

Tools used Paretto Chart Histogram X-Bar and R Control Charts

Average Downtime came down from 120 minutes to 46 minutes

THANK YOU