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Quality Training and Resources

We will maintain a practical set of links to documents and resources, pertinent to the Quality Management in the IT Services and Support industries.

Over time, we are planning to build some of our own support guides, based on our collective experiences. Please be patient we are a very small team at the moment (and we are also driven by learning experiences and process improvement, within this site development).

Wikipedia Links

A good starting point to understanding the value and application of various quality standards and frameworks, has to be Wikipedia.  Here we find a consistent approach and style to introducing the standards we may want to consider in building a quality mangement system.

 ISO9000  ISO 9000 Family of standards deals with the fundametals of quality systems, including the eight management principles
 ISO20000  ISO 20000 is a relatively new standard for IT service management (ITSM), developed in 2005 and replacing BS 15000
 ITIL  Information Technology Infrastructure Library is a set of practices for IT service management (ITSM)

 Total Quality Management or TQM is an integrative philosophy of management for continuously improving the quality of products and processes.

 Go to BrightHub PM to see a comparison of TQM versus Lean Six Sigma

 CMM  Capability Maturity Model or CMM is a software development model originally created for sub-contracting companies of the US Department of Defence, and evenually leading to the Software Engineering Institute (SEI)

 Capability Maturity Model Integration or CMMI is a process improvement approach to CMM. CMMI can be used to guide process improvement across a project, a division, or an entire organisation.

  Go to BrightHub PM to see a comparison of CMMI versus Six Sigma

 Lean IT  Lean IT is the extension of Lean Manufacturing and Lean Services principles to the development and management of IT products and services. Its central concern, applied in the context of IT, is the elimination of waste, where waste is work that adds no value to a product or service.
 Six Sigma  Six Sigma is a process improvement set of tools and strategies, originally developed by Motorola in 1986. Six Sigma seeks to improve the quality of process outputs by identifying and removing the causes of defects (errors) and minimizing variability in manufactioning andbusiness processes.
 Lean Six Sigma

 Lean Six Sigma is a synergized managerial concept of Lean and Six Sigma that results in the elimination of the seven kinds of wastes/muda (classified as Defects, Overproduction, Transportation, Waiting, Inventory, Motion and Over-Processing) and provision of goods and service at a rate of 3.4 defects per million opportunities (DPMO).

 Go to BrightHub PM to see a well defined comparison of Lean versus Six Sigma

 Lean CMMI  LeanCMMI is an approach to software engineering process improvement that integrates agile computing methods with process design and deployment.
 Malcom Baldridge Award  The Malcolm Baldrige National Quality Award recognizes U.S. organizations in the business, health care, education, and nonprofit sectors for performance excellence. The Baldrige Criteria for Performance Excellence helps organisations assess their improvement efforts, diagnose their overall performance management system, and identify their strengths and opportunities for improvement.


External Links

Resource Link Comments
ASQ Global Community Highly recomended as a portal for just about all things on Quality management theory and training
SEI CMMI  Capability Maturity Model (Integrated) resources at SEI Carnegie Mellon
ITIL Foundation  Providing best practice on IT service management
IEEE Standards  IEEE professional association for standards on software development and testing

Internal Links

Resource Link Comments
ISO Standards  Predomintly looking at ISO9000
Lean and Six Sigma  Useful resources for both Lean and Six Sigma
Total Business Management This is our QualityHelp suggested quality system model for a small to medium size business seeking to improve services and process efficiencies.
Other Resources  A number of very useful sites aimed at supporting multiple standards and frameworks


Updated: 06-03-2014 (KenD)

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