Update and validate integrated quality management system model manual: IBM BTO global competency Bangalore

Abstract

IBM BTO (Business Transformation Outsourcing) is an arm of IBM Business Consulting Services within IBM Global Services. IBM Business Consulting Services provides business value to clients through a BTO program that combines process, people and technology transformation through an outsourced delivery model. A primary concern and challenge with adoption of an outsourcing strategy lies in ensuring that the high level of quality which has been achieved in house, prior to outsourcing, is not diluted - even to the slightest extent. In the absence of correct checks and balances, companies run the risk of jeopardizing their relationship with customers through the inability to provide continuous good service and are in danger of failing to improve productivity and in all likelihood lose their clientele. To this effect BTO's Integrated Quality Management System (IQMS) was conceived as a robust and comprehensive approach towards ascending global leadership in the realm of outsourcing of Business Processes. Compliance to this single comprehensive system would suffice to meeting the various stipulations of leading quality models like e-SCM,COPC, BS 7799, and ISO 9000. The Organizational imperative is to deliver Products/Services to Clients within the framework of Environment using Resources of various kinds. The QMS model addresses the key components of the organizational imperative i.e. Products and Services, Clients, Environment and Resources. Life cycle refers to the series of changes or operations undergone by a resource right from its inception up to its end. The central idea is to provide a holistic approach for every factor is: Initiation (Identify), Planning (Profile and Procure), Execution (Deploy, maintain, upgrade) or Closure (Retire).The first phase of the given Project centered on upgrading the IQMS Model Manual by creating Factor specific content in the Activity Definitions of Life Cycle stages for the Factors. In the second phase, the IQMS model was validated by mapping the model requirements against the requirements for standards like eSCM-SP, COPC, ISO9001 :2000, BS7799 and BS15000.Scope of the Project includes:1. Creating context specific content for the Activity definitions of the Factor Life Cycle stages2. Reviewing all the Activity definitions and Artifacts in the model manual to ensure there is uniformity across the Factors3. Mapping the requirements of eSCM-SP, COPC, ISO 9001:2000, BS7799 and BS 15000 standards on to the relevant Factor Life Cycle stages in the IQMSFramework4. Developing a version of the IQMS Model Manual ready for Assisted Deployment The approach adopted for the project centered on brainstorming to identify a comprehensive set of activities to be performed in each life cycle stage for each of the factors. These activities were then put in to the Level 2 definitions of the Life Cycle stages for the Factor. The challenge was to identify the activities specific to each factor and then integrate them in to the IQMS Framework such that the management of each factor is taken care of without disturbing the uniformity of the 7X7 approach. In the second phase of the project, the approach involved going through each of the major standards with a view to understand the contextual interpretation of the certification requirements. Then the standard requirements were mapped on to the specific Factor Life Cycle stages. The idea was to understand the spirit of the standard requirements and to incorporate the key learning in to the IQMS model manual. Project Management techniques were used to ensure that the project was on time and any delays were immediately escalated to the project guide and the process owners. All deliverables were submitted to the satisfaction of authorities at the end of the project.