Quality Management Report: Process Improvement Proposal for Alpha Data

This report provides a comprehensive analysis of quality management principles and their application within Alpha Data, a leading ICT firm. It begins with an introduction to quality management and its importance, followed by a detailed proposal for a process improvement project. The project proposa...Read More

Quality Management

Table of Contents
Introduction......................................................................................................................................1
Question 1........................................................................................................................................1
1. Preparation of proposal for process improvement project which must include:.....................1
a) Description of Alpha Data......................................................................................................1
b) Existent problem along with opportunities identified.............................................................2
c) Proposed solution and its execution........................................................................................5
Question 2........................................................................................................................................7
What do you mean by quality and quality management?...........................................................7
Conclusion.......................................................................................................................................8
References........................................................................................................................................8

Introduction
Quality management refers to discipline for making sure that benefits, outputs as well as
processes by which they are being delivered addresses requirements of stakeholder and are apt
for purpose. Basically, it denotes act for overseeing distinct tasks along with activities in firm for
making sure that services, products and means utilised for attaining them are consistent (Abbas,
2020). This leads attainment of desired levels of quality in an organization. For understanding
the concept of quality management, Alpha Data is being considered which was founded in 1981
which is headquartered in Abu Dhabi which is ICT firm and are one of the largest system
integrators within UAE. This report comprises of proposal of process improvement project along
with different aspects related with this. In addition to this, it comprises of quality as well as
quality management.
Question 1
1. Preparation of proposal for process improvement project which must include:
a) Description of Alpha Data
The leading system integrator within Middle East named Alpha Data has evolved from
team of two employees to 900 workforce who are liable for building up ICT infrastructure
solutions for for various organization. They work with their clients by aggregation of deep-level
business along with technical expertise (Das, Roy and Nampi, 2020). Alpha Data has an
extended knowledge of latest technologies as well as possess highly capable delivery and service
infrastructure strengthens their positioning among IT companies that are present within UAE.
They have established strong industry tie ups with higher level of accreditation attained with
Cisco, Juniper, HP, Microsoft Partner and Belden. This enables them within delivery of best
solution to their customers via teams of post sales, pre-sales, support experts and project
execution. They have became highly preferred service provider of choice with their diverse
portfolio of offerings that comprises of new technologies which involves mobility, big data,
Internet of Things, cloud and security that are being designed for aiding customers to improvise
their processes, minimise data centre as well as infrastructure cost, management of risks &
governance and enhancement of revenue (Israel, McMillen and Adams, 2020).
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b) Existent problem along with opportunities identified
The proactive task that is liable for identification, analysis and improvisation of existent
business processes in an organisation for optimisation as well as accomplishment of new
standards or quotos of quality is referred to as process improvement. For this, it is important for
Alpha Data to identify their existing problems so that accordingly improvisations can be made
within their overall activities (Ma, Zhang and Yin, 2020). The well-defined rules for attainment
of formulated business process improvement are illustrated beneath:
 Addressing the existent processes, their health in terms of whether they are sufficient to
carry out processes of firm and role played by them in the organisation.
 Identification of how broken processes can be aligned with goals of firm for ensuring that
they can be attained or with this or not.
 Specify how improvised results will add value to the core operations that are being
carried out by Alpha Data.
 Identification as well as reorganisation of resources available to firm (in terms of IT,
systems, manpower and others) for effectual process improvisation execution (Pedrosa,
Menezes and Figueiredo, 2020).
With respect to this, Alpha Data can opt for making use of Balanced scorecard which acts
as a strategic performance management tool which can be utilised by management for keeping
track of activities that are being carried out by employees in their control as well as monitor
consequences which are being raised by these actions. Basically, it denotes a performance metric
which is being utilised for identification and improvisation of different internal business
functions along with their external outcomes (Sanchez-Marquez and et. al, 2020). This is being
used by Alpha Data for measuring as well as rendering feedback which will enable them to
interpret data as well as utilise it for formulation of effectual decisions. The balanced scorecard
with respect to Alpha Data is specified beneath:
Balanced Scorecard- Finance: This inspires determination of significant higher level of
financial measures. Here, Alpha Data makes use of information like income, expenditures and
sales for understanding financial performance. This also involve how they look to their
shareholders.
Strategic Objective Metric Target
Enhance market shares within Increase 10% of shares Amplify market shares by 10%
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mobile software market per year for upcoming 5 years.
Increase international market
sales
Revenue Attain £ 30bn revenue within
international markets
Balanced Scorecard- Customer Value: This promotes determination of measures with
respect to what is crucial for their stakeholders and customers (Segarra-Ciprés, Escrig-Tena and
García-Juan, 2020).
Perspectives from consumers are gathered for their satisfaction in terms of price, quality
and availability of services.
Strategic Objective Metric Target
Create more applications for
mobile phone users
Add around 20 new apps
within playstore.
Security based app for dealing
with current threats.
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Illustration 1: Balanced Scorecard

Enhancement within customer
services in international
markets.
Minimise customer service
complaints by around 20%.
Illustrate 5% decline within
complaints every quarter.
Balanced Scorecard- Process & Internal Operations: This boost evidence with respect
to in what they have to excel at (Syu, Chang and Pan, 2020). In context of Alpha Data, they
identify that how well their software are manufactured.
Strategic Objective Metric Target
Amplify HR activities
(Recruitment and selection,
training & development)
Utilise software for enhancing
profitability of organisation by
10% each year.
Have around 50% of
employees with knowledge of
latest technologies.
Enhance productivity of
software engineers
Productivity rate enhancement
by 10%.
Show 1.5% increase for 3
years annually.
Balanced Scorecard- Learning & Internal Growth: This supports determination of
measures which are liable for answering question how improvisation can be carried out by
creation of values and innovation (Volchko and et. al, 2020). For this, Alpha Data can capture
information in an effectual manner.
Strategic Objective Metric Target
Improvise job satisfaction of
employees
Decline turnover rate of
employees by 5%.
Decrease turnover ratio by 3%
each year.
Improvise training of entry-
level employees.
Amplify internal promotion
rates by around 15%.
Promote additional 5% of
internal workforce each year.
Pareto Chart: The graph which illustrates frequency of shortcoming along with their
cumulative influence is defined as a Pareto chart. They are liable for finding defects for ranking
for observing that which factor needs enhancement through which overall operations of firm can
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be enhanced (Yu, Park and Hong, 2020). This will enable Alpha Data to identify which entities
will create a maximum impact and needs enhancement within those.
The graph illustrates different cumulative frequencies with respect to impact that is
created by them. It is clear from graph that appropriate enhancements have to be made within
HR activities so that overall cost can be reduced (Abbas, 2020). The productivity of software
engineer creates a minimum impact.
From the above balanced scorecard and Pareto Chart the problem which is faced is time
and cost that is being utilised for carrying out human resource activities and this can be invested
by Alpha Data in management of their operations. This factor or issue has to be addressed so that
certain other problems related with this can be minimised (Das, Roy and Nampi, 2020). Cost in
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Illustration 2: Pareto Chart

this illustrates all the activities that are being carried out by Alpha Data i.e. activities HR have to
do and outcome which is attained through them. This implies that there is an opportunity for
growth in human resource activities which will lead organisation to have impelling outcomes.
c) Proposed solution and its execution
The major issue which is being faced by Alpha Data is with their HR activities like when
traditional methods are being utilised for recruitment and selection then there are higher chances
for biasses. Along with this, appropriate methods have to be undertaken by which training and
other aspects in context of HR activities can be minimised (Israel, McMillen and Adams, 2020).
With respect to this organisation can opt for making use of Artificial intelligence. The ability
computer-controlled robot or digital computer that is liable for carrying out tasks related with
intelligent beings is defined as artificial intelligence. Basically, it implies simulation of human
intelligence within machines which are being programmed for carrying out human actions. The
HR of Alpha Data can make use of AI within different aspects. The planning as well as its
implementation has been illustrated below: Talent Management: Every organisation possess human capital requirements for
meeting needs of workforce. For this, HR of Alpha Data need to undertake activities like
performance & employee management, talent acquisition and many others. For an
instance Greenhouse Software is merging IBM-AI capabilities which will match jobs to
candidates on the basis of their interest areas, skills and personalities (Ma, Zhang and
Yin, 2020). This enables Alpha Data to sort out applications ahead of time as well as
keeping talent funnel ready. Access to HR Business Transaction data: HR members or managers can access data of
employees according to authorization. For an example, job history of an employee,
performance rating or team information. With respect to this, conversional AI can be
utilised for bringing in analytical as well as key performance indicator information like
top performers, pending transaction requests and top performers by asking chatbots. Team Training: Team managers in Alpha Data can formulate plans in context of digital
training opportunities for their team depending on skill-gap assessments (Pedrosa,
Menezes and Figueiredo, 2020). Again conversational AI (Usage of messaging apps,
chatbots and speech-based assistants which will automate interaction as well as creation
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of personalised customer experiences) can be utilised as this will aid employees as well
as managers for tracking training progress. Hiring Process: Cognitive solutions (utilise computerised models for simulation of
human thought processes within critical solution in which answers are uncertain) will
assist Alpha Data to tap within multiple data sources as well as furnish new insights with
respect to amplified profiles of candidates for improvising the process of hiring as well as
recruitment (Sanchez-Marquez and et. al, 2020). Automation of low-value and repetitive tasks: AI illustrates opportunity for human
resources for automating repetitive and low value tasks as well as enhancement of focus
on strategic work. Within Alpha Data general HR activities comprises of large amount of
time which is being spent on standard on-boarding processes for triaging common
queries, new employees and requests made by employees along with basic benefits for
management.
 Sentiment Analysis: AI based tool can be utilised for giving insight into issues as well as
work processes which will aid within resolving problems which may lead to nag the
performance of employees along with their impact. Like Alpha Data can opt for
perception system which utilises machine language processing algorithms. This will
allow firm to iron out issues associated with well-being of employees along with
employee engagement (Segarra-Ciprés, Escrig-Tena and García-Juan, 2020).
The area of improvisation along with the ways in which it can be improvised are
illustrated above. In addition to this the, timeline with reference to Alpha Data has been specified
beneath:
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Question 2
What do you mean by quality and quality management?
The ongoing process for building as well as sustaining relationship through assessing,
evaluating and accomplishing stated as well as implied requirements is referred to as quality. It
denotes pragmatic representation as superiority or non-inferiority of something which is apt for
their deliberate rationale while bringing in satisfaction with respect to expectations of customer
(Syu, Chang and Pan, 2020). Basically, it implies conditional, perceptual as well as somewhat
subjective attribute which may be understood differently by distinct individuals. Within Alpha
Data, it illustrates measures for state of having excellence or being free in terms of defects,
relevant variations along with deficiencies. The totality of characteristics and features of a
service or products which possess ability for satisfying implied needs.
Quality is both an approach and perspective for enhancement of satisfaction of
customers, minimisation of cycle time as well as cost and elimination of errors along with
rework through usage of defined tools Pareto Analysis, Root Cause Analysis and many others.
As per above question, Alpha Data has opted for making use of Pareto Analysis as well as
Balanced Scorecard for identification of issues which leads to hamper their performance along
with quality of operations which are being carried out by them (Volchko and et. al, 2020). The
extent to which set of inherent characteristics accomplish requirements is denoted by quality.
This involves customer specification in terms of accuracy, delivery, reliability and availability.
Quality management illustrates that services, products and organisation is consistent in
terms of ways in which they render their services. Management of functions and activities which
are involved within identification of quality policies along with their execution. It has four major
components, they are illustrated beneath with respect to Alpha Data:
Quality Planning: This illustrates quality standards which are essential as well as renders
appropriate guidance to their stakeholders with respect to quality management. In context of
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Alpha Data, management identifies expectations of their stakeholders, determine success criteria,
internal as well as external standards, ways in which continuous improvement can be attained
and carrying out communication with other processes. Basically, it illustrates quality standards
that are essential for furnishing guidelines to stakeholders with respect to how quality
management can be carried out with respect to project. This involves stakeholder expectations
(priorities with respect to area affected), success criteria (acceptable tolerances for attainment of
objectives), standards applicable (external & internal) along with process which has to be
followed through which continuous improvisation can be attained.
Quality Assurance: Here, reviews are being taken which can also be utilised for quality
control. This is liable for covering entire project lifecycle and is not only concentrated to peculiar
phase. In Alpha Data, quality assurance make sure that other phases are being carried out in an
adequate manner and their operations are adhering to corporate standards for specified project.
This comprises of pre-planned activities, regular reviews along with autonomous audit for
verifying that work is conducted consistently with respect to specified procedures for rendering
confidence to stakeholders so that they can be satisfied with adequate standards and quality
rendered to them.
Quality Control: Within Alpha Data with respect to this stage, inspection, testing as well
as quality measurements are carried out which are liable for verifying that deliverables of project
meets specifications (Yu, Park and Hong, 2020). Along with this, it ensures that expectations of
their probable customers are addressed. The exact review method entirely depends on technical
nature of product which are being constituted by project. With respect to this, Alpha Data can
identify core strength of software which is being formulated by them along with this, they are
liable for identification what problems exist and how they can be resolved. It can be carried out
by usage of distinct tools like process control chart, pareto chart and many others.
Quality Improvement: There might be opportunities for improvisation of management
processes while life of project or software on which team is working. For this Alpha Data can opt
for making use of Six Sigma, ISO 9000, TQM or any other industry standard. If there exist any
kind of variance within the software which is being formulated by them then Alpha Data need to
correct it by identification of root cause behind this so that there goals as well as priorities can be
attained.
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Conclusion
From above it can be concluded that, process improvement is a vital procedure for each
organisation as this leads them within identification of issues as well as well as devising an
appropriate solution for respective problem which has been identified. Through this firm can
attain desired results within stipulated time frame. Quality illustrates the extent up to which
peculiar service addresses the requirement of stakeholders. Furthermore, quality management
emphasise on quality of products for attaining consistency within their deliverables.
References
Books & Journals
Abbas, J., 2020. Impact of total quality management on corporate sustainability through the
mediating effect of knowledge management. Journal of Cleaner Production, 244,
p.118806.
Das, S., Roy, K. and Nampi, T., 2020. Total Quality Management and Quality Engineering.
In Handbook of Research on Developments and Trends in Industrial and Materials
Engineering (pp. 451-468). IGI Global.
Israel, N., McMillen, J.C. and Adams, D.R., 2020. Development of Quality Management
Capacity in Child-Serving Nonprofit Agencies. Administration and Policy in Mental
Health and Mental Health Services Research, 47(1), pp.94-106.
Ma, Y., Zhang, Q. and Yin, H., 2020. Environmental management and labor productivity: The
moderating role of quality management. Journal of environmental management, 255,
p.109795.
Pedrosa, G., Menezes, V. and Figueiredo, R., 2020, January. A Quality Management-Based
Approach to Evaluate Public Services: A Case Study in Brazil. In Proceedings of the
53rd Hawaii International Conference on System Sciences.
Sanchez-Marquez, R. and et. al, 2020. Diagnosis of quality management systems using data
analytics–A case study in the manufacturing sector. Computers in Industry, 115,
p.103183.
Segarra-Ciprés, M., Escrig-Tena, A.B. and García-Juan, B., 2020. The link between quality
management and innovation performance: a content analysis of survey-based
research. Total Quality Management & Business Excellence, 31(1-2), pp.1-22.
Syu, W.J., Chang, T.K. and Pan, S.Y., 2020. Establishment of an Automatic Real-Time
Monitoring System for Irrigation Water Quality Management. International Journal of
Environmental Research and Public Health, 17(3), p.737.
Volchko, Y. and et. al, 2020. Assessing costs and benefits of improved soil quality management
in remediation projects: A study of an urban site contaminated with PAH and
metals. Science of The Total Environment, 707, p.135582.
Yu, G.J., Park, M. and Hong, K.H., 2020. A strategy perspective on total quality
management. Total Quality Management & Business Excellence, 31(1-2), pp.68-81.
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