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TQM Study in Computer Operations Department

TQM Study in Computer Operations Department. CEM 515 Saeed A Al- Saeed (936091 ) Prepared for Dr. Abdulaziz A. Bubshait. Mission of the Computer Operations Department. Provide Computer hosting environment for company business lines systems. Windows based hosting environment.

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TQM Study in Computer Operations Department

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  1. TQM Study in Computer Operations Department CEM 515 Saeed A Al-Saeed (936091) Prepared for Dr. Abdulaziz A. Bubshait

  2. Mission of the Computer Operations Department • Provide Computer hosting environment for company business lines systems. • Windows based hosting environment. • Unix Based hosting Environment • Maintains corporate computer systems such as Email and internet services.

  3. Problem statement • Lack of traceable service management system. • Current customer’s service requests are received through: • Emails • Phone calls.

  4. Effects • Delay on service execution • Rework of finished work • Unbalanced workload among support analysts. • Lack of service requests history • Lack of knowledge for new employees

  5. Pareto

  6. Force field analysis • Customers push to get there requests done. • Management push to get requests completed. • Seek to have good relationship with customers. • Lack of coordination among support teams. • Absence of proper service request management system • Lack of evaluation based on achievement • Absence of request dispatcher.

  7. Cause and effect diagram

  8. Solution • Have an online workflow-based system to circulate service requests. • Assign dispatcher for coming requests. • Streamline communication among different support teams and smoothen communication. • Establish response evaluation criteria • Evaluate analysts based on their performance in response to assigned requests. • Stop receiving service request through other channels.

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