1 November 2007 | Region Syddanmark © 2007 IBM Corporation
IBM Quality Management Strategy
2
Quality Management
November 2007 | Region Syddanmark © 2007 IBM Corporation
En proces…
Process
Input
Process
Output
Input
Output
Policies Objectives Directions Requirements LegislationProcess
Input
Output
Output
Management
People Equipment Finances Facilities Buildings Etc.Resources
Quality Management
4 November 2007 | Region Syddanmark © 2007 IBM Corporation
Vores processer ……
Solution
Development
IT Operational
Service
Solution
Deployment
Solution Requirements
Analysis and Design
Solution Build
Solution Test
Solution Acceptance
Change Management
Release Management
Configuration Management
Service Execution
Data and Storage
Management
Event Management
Incident Management
Problem Management
User Contact management
5
Quality Management
November 2007 | Region Syddanmark © 2007 IBM Corporation
THE IBM PRM-IT MODEL: 41 Processes
Core Alignment Process
• Extended Alignment Process
Core Alignment Process • Extended Alignment Process
PRM-IT V2
IT Governance and Management System
IT Governance and Management System Framework
IT Governance and Management Capabilities IT Management System Operation IT Governance and Management System
Evaluation
IT Governance and Management System Framework
IT Governance and Management Capabilities IT Management System Operation IT Governance and Management System
Evaluation
IT Customer Relationships
Stakeholder Requirements Management IT Customer Transformation Management Service Marketing and Sales
ÂService Level Management
Customer Satisfaction Management
Stakeholder Requirements Management IT Customer Transformation Management Service Marketing and Sales
ÂService Level Management
Customer Satisfaction Management
IT Administration
ÂFinancial Management
• Asset Management • Supplier Relationship Management Service Pricing and
Contract Administration Workforce Management Knowledge Management
ÂFinancial Management
• Asset Management • Supplier Relationship Management
Service Pricing and Contract Administration Workforce Management Knowledge Management
IT Resilience
Compliance Management • Security Management ÂAvailability Management ÂCapacity Management Facility Management ÂIT Service Continuity Management Compliance Management • Security Management ÂAvailability Management ÂCapacity Management Facility Management ÂIT Service Continuity ManagementIT Operational Services
• Service Execution • Data Management • Event Management • User Contact ManagementÂIncident Management
ÂProblem Management
• Service Execution • Data Management • Event Management • User Contact Management
ÂIncident Management ÂProblem Management
Solution Deployment
ÂChange Management ÂRelease Management ÂConfiguration Management ÂChange Management ÂRelease Management ÂConfiguration ManagementIT Direction
• IT Strategy IT Research and Innovation Architecture Management Risk Management IT Portfolio Management Program and Project Management• IT Strategy
IT Research and Innovation Architecture Management Risk Management IT Portfolio Management Program and Project Management
Solution Development
• Solution Requirements • Solution Analysis and Design • Solution Build Solution Test Solution Acceptance
• Solution Requirements • Solution Analysis and Design • Solution Build
Solution Test Solution Acceptance
IT Governance and Management System
IT Governance and Management System Framework
IT Governance and Management Capabilities IT Management System Operation IT Governance and Management System
Evaluation
IT Governance and Management System Framework
IT Governance and Management Capabilities IT Management System Operation IT Governance and Management System
Evaluation
IT Customer Relationships
Stakeholder Requirements Management IT Customer Transformation Management Service Marketing and Sales
ÂService Level Management
Customer Satisfaction Management
Stakeholder Requirements Management IT Customer Transformation Management Service Marketing and Sales
ÂService Level Management
Customer Satisfaction Management
IT Administration
ÂFinancial Management
• Asset Management • Supplier Relationship Management Service Pricing and
Contract Administration Workforce Management Knowledge Management
ÂFinancial Management
• Asset Management • Supplier Relationship Management
Service Pricing and Contract Administration Workforce Management Knowledge Management
IT Resilience
Compliance Management • Security Management ÂAvailability Management ÂCapacity Management Facility Management ÂIT Service Continuity Management Compliance Management • Security Management ÂAvailability Management ÂCapacity Management Facility Management ÂIT Service Continuity ManagementIT Operational Services
• Service Execution • Data Management • Event Management • User Contact ManagementÂIncident Management
ÂProblem Management
• Service Execution • Data Management • Event Management • User Contact Management
ÂIncident Management ÂProblem Management
Solution Deployment
ÂChange Management ÂRelease Management ÂConfiguration Management ÂChange Management ÂRelease Management ÂConfiguration ManagementIT Direction
• IT Strategy IT Research and Innovation Architecture Management Risk Management IT Portfolio Management Program and Project Management• IT Strategy
IT Research and Innovation Architecture Management Risk Management IT Portfolio Management Program and Project Management
Solution Development
• Solution Requirements • Solution Analysis and Design • Solution Build Solution Test Solution Acceptance
• Solution Requirements • Solution Analysis and Design • Solution Build
Solution Test Solution Acceptance
Quality Management
7 November 2007 | Region Syddanmark © 2007 IBM Corporation
Value added Services
Process udviklings metode
Mini bar
Fast checkout
Pay TV
Hygiene
Primary Service
Service / Ydelse
Hotel
Night
Svimming Pool
8Quality Management
November 2007 | Region Syddanmark © 2007 IBM Corporation
IBM Quality Management Strategy
Quality Management
10 November 2007 | Region Syddanmark © 2007 IBM Corporation
Målinger
Internal audits
(Once a year)
Management review
(Once a year)
External audits
(Once a year)
Customer satisfaction
Corporate audits
Quality objectives / KPI (Monthly)
Service Level Agreements (Monthly)
Availability analysis
Outage analysis
11
Quality Management
November 2007 | Region Syddanmark © 2007 IBM Corporation
IBM Quality Management Strategy
Quality Management
13 November 2007 | Region Syddanmark © 2007 IBM Corporation
En model…. En abstraktion af noget
14
Quality Management
November 2007 | Region Syddanmark © 2007 IBM Corporation
ITSM Metamodel – one page overview
Service Element Service Group Service Segment Service Design Service Product Service Service Theme Business Component Accountability Level Business Competency Organisation Location Location Type Service Design Selection Policy Service Design Financial Model Service Tier Service Catalog Job Role
Role Skill Service Flow
Process Activity Process Flow Activity Flow Process Flow Activity Flow Task Work Instruction Technical Component Model
Use Case Technical
Component Deployment Unit Operational Requirement (NFR) Operational Model Physical Data Repository Physical Database Design Activity Flow Logical Data Model Canonical Mapping Information Model Service Provision Process Organisation Service Offering
Data & Information Tools/Technology Met a -m odel domai n s
Quality Management
Holdbarhed…..….
ITD DK organization chart Entire organization
SDO Jens Jacobsen Supp ort RFS & T PS Bent Max F ilipsen Cu sto mer F acing Operations Cu sto mer F acing Operations
APMM Account Lead Customer Facing IT Outsourcing I Danske BankDPE Steve Chiffins/ Bent F ilstrup APMM DPE Russ Mccarty IT Outsourcing I Danske Bank Account Lead NSD 3 departments EUS 1 department SSO APMM Technical Account Lead
Danske Bank Technical Account Lead IT Outsou rcing I NSD 4 departments SSO EUS 9 departments RDM Bettin a Nyhu usLockwood F inance and Business Operations Peter Skytteg aard Ervin Valentin Bu siness Compliance Jens Christensen Service Management Jane Frørup IT D DK Bjarn e Christiansen ITD Nordic John Hansen Secretary Susanne Hinz Deployment Office Eng agement & Business Integration ServicesAndré Greve
16 November 2007 | Region Syddanmark © 2007 IBM Corporation
Hvad er vigtigt……
Mennesker på arbejde har brug for at
Opleve inklusion
Opleve sig i kontrol
Opleve sig betragtet som kompetent
Hvordan kan I give hinanden den oplevelse?
17
Quality Management
November 2007 | Region Syddanmark © 2007 IBM Corporation
Og hva’ så…..
Quality Management
Demings cirkel….
Kvalitetsstyring
Planlægge
Udføre
Måle
Forbedre
Sig, hvad du gør
Gør, det du siger
Mål, om du har gjort det
Gem en registrering på det
Lav ikke samme fejl to gange
19 November 2007 | Region Syddanmark © 2007 IBM Corporation
November 2007| Region Syddanmark
© 2007 IBM Corporation