November 05, 2007

Operations Management Lesson 9 Exercise

Operations Management Lesson 9 Exercise

Before joining IBM I have worked in a company producing and distributing credit cards. In this company the 3 main sectors managing credit cards are: New Accounts, Credits, Call Center.

This company ran a particular application that allows employees to know all the necessary information about:

-        a single account belonging the whole account portfolio of the company

-        any credit card information of a single account

-        any account credit status information

This application was developed by an IBM Business Partner, worldwide reputation.

The Business Partner produced more than one version per year and several releases of this product, customer requirements were incessant and the developing of new functionalities seemed infinite. When I joined IBM I got in touch with some people responsible of this application and they told me how important the Quality Assurance step for this project was. They wanted to be 100% sure that all customer requirements were met. The QA process defined:

-        input based on customer requirements

-        ISO 9000 certification

-        Quality standards of the product

-        Quality control of these standards

-        Number of defects in test phase

-        Appraisal costs (internal and external)

At the end, in order to:

-        avoid external-extra quality costs,

-        achieve customer satisfaction,

-        ensure the work was compliant with customer requirements,

customer acceptance test occurred.


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