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Cmm WAS DEVELOPED BY software engineering institute, university of pittsburg, usa

Funded largely by U.S. defense dept

CMM unique quality certification program adopted by soft sector

It is a model used by firms to identify the best practices useful in helping themincrease the maturity of their processes.

Evaluations of firms are done by third parties; these third-party evaluators have varyingdegrees of expertise and creditability.

The highest level of CMM is Level Five; less than a hundred organizations in the worldare certified as Level Five.

Difference between cmm and iso 9000CMM focuses primarily on improving performance, ISO 9000 focus on establishing and

maintaining careful documentation, procedures, and standards.

ISO9000 is a process compliance standard

CMMI is a process improvement model

CMM upgraded to CMMI in 2000

process improvement model for the development and maintenance of productsand services

consists of best practices that addresses productivity, performance, costs, andstakeholder satisfaction

Integrates systems and software disciplines into one process

improvement framework.

Provides a framework for introducing new disciplines as needs

arise.

PCMM helps organizations in developing workforce maturity and addressing critical

people issues

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ADVTG:

o CMMI enables organizations that want to pursue process improvement in multiplefunctional areas to do so with less additional investment for each additionalfunction.

o CMMI supports process integration and product improvement.

o Allows for better business alignment

o Increased customer satisfaction

o Increased return on investment

o Improved employee morale

CMM levels and outsourcing controversy:

Many u.s. govt agencies insist that companies that bid for their business obtain atleast

CCM at level 3. Wheras CIOs in IT companies , increasingly use CMM assessments to

whittle down unfamiliar offshore service providers specially in india

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SERVQUAL:

TQM in SERVICE INDUSTRY:

Service sector is all about interacting with customers. Measuring quality in Services set-up is different from a Mfg. set-

up

Service is perishable, intangible Services are performances that one party offers to another and are

intangible and does not result in transfer of ownership of a tangible asset.

Whereas, manufacturing deals with tangible products.

Services are heterogeneous because performances vary from producer toproducer & consumer to consumer. E.g. all Dentists do not produce the same

service to customers. Services have an element of Simultaneity because, unlike a product,

services are not manufactured in a plant and then delivered to customer.

Here, quality occurs during delivery of service.

Service quality difficult to evaluate then product quality

SERVQUAL:

American school proposed a service quality measuring instrument

called SERVQUAL. It is a scale which asks customers what they expect from excellent

companies in any service sector and their perception towards thelevel of service delivered by a specific company in that sector.

The difference in expectation (E) and perception (P) scores gives themeasure of service quality (SQ). If perceived performance is higherthan the expectations, then it signals the company is able to deliverhigh service quality, and the reverse indicates poor quality.

SQ = PE

Servqual model is basically a gap analysis tool where 5 gaps which exist areanalysed on 5 dimesions.

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Advtg of servqual:

1. Asses service quality from customer perspective2. Track customer expectation over a period of time3. Compare servqual scores against competitors4. Compare expectation & perception of different consumer groups5. Use data on customer which can be given to quality improvement dept.

SERVQUAL analysis method:

SERVQUAL analyses five dimensions of service quality:Reliability, responsiveness, assurance, tangibility, and empathy

SERVQUAL measures expectation and perception of the service on a scale of 1- 7. Each of the five dimensions are weighted according to customer importance.

Following this, the Gap Score for each dimension is calculated by subtracting theExpectation score from the Perception score.

A negative Gap score indicates that the actual service was less than what wasexpected .

Using SERVQUAL, gap scores, we can get an indication of the level of servicequality, and highlight areas requiring improvement.

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TAGHUCHI LOSS FUNCTION

o They are statistical methods developed by Genichi Taguchi to improve the quality of

manufactured goods.o Taguchi method Incorporates quality considerations at an early stage of product designing.

El iminates need for mass inspection at design stage itself

o potential weaknesses of the product and process is identified at an early stage

Quality and the Loss Function:

If any product or service does not perform as per the targeted performance level fulfilling thecustomers needs and expectations, the products or services create loss to the society

Cost includes the tangible cost of warranty and servicing cost as well as the loss of theproduct cost, including the manufacturing, shipping and the government taxes levied on the

product The cost also includes intangible cost like loss of future sales, loss of mrkt reputation

Taguchis focus is more on controlling the variation in product performance

Product does not cause a loss when it is just outside the limits or a slight deviation from target

Main objective of quality improvement programme should be to minimize prdt performancedeviation from its target value

Smaller the variation better the quality

Larger the deviation greater is the loss

Loss directly proportional to square of deviation from target.

Taghuchi equation:

L(Y) = {M/D} {Y-t}, M is monetary loss to producer

L(V) = C (V/delta)2

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Taghuchi experimental design:

Factors which are responsible for prdt and process variation and control them

It eliminates no. of time consuming and costly tests thus saving cost and reducing waste

Objective is to build quality into prdts and process so there is no need to inspect

2 types of factors:

1. Controllable factors:Variable control factor VCF affect variability in performance

Target level factor TCF, affect avg level of performance matching target.

2. Uncontrollable factors: it is noise, overall performance should be insensitive tonoise. Two types of noise.

Outer noise: operating conditions and env.

Inner noise: deterioration in process and prdt control factors and mfg

imperfections

Taghuchi tries to foolproof mfg system and achieve zero defect in prdtn process