Effective integration of IT in any organisation has become a vital step in increasing its prosperity. The IT infrastructure of an organisation is expansive and includes items such as hardware, software, databases and networks.
Our team of IT experts take the issue of IT quality with the seriousness it deserves. We work with our clients to ensure that quality is maintained in the IT realm. We facilitate quality improvements in IT and service support by making providing integration, user satisfaction and flexibility within the decision process and augmenting them throughout the review phase.
Quality management means that standards are embedded and enforces within the organisation. To ensure that quality is achieved, we use a TQM strategy where we:
• Set quality standards and measures on customer wants and needs.
• Establish quality as a shared responsibility.
• Set precise measurements and standards such as dashboard measures to provide quick quality status information.
• Use existing process measures
• Align quality measures with business objectives.
• Focus on correcting any processes that have failed in seeking short term solutions.
We use the portfolio dashboard metrics to measure the performance of our IT outsourcing services.
• Portfolio Mix – Does the funding of the IT project align with the strategic objectives of the IT project?
• Is our funding aligned to strategic objectives?
• Demand & Capacity – Are our prioritisation and sequencing right for the capacity of the IT project?
• Value – For the project, to what extent have the objectives been archived?
• Portfolio Health – For the IT projects going on, how is the execution so far?
• Financial Management – Are the project budgets being managed efficiently and what are the results?
• Metrics – We use several measures to ascertain the quality of services we offer your business. They include:
◦ Throughput: Business transactions per hour/week/month.
◦ Quality: Number and severity of feature or bug fix requests.
◦ Satisfaction: average time taken to close a helpdesk ticket.
◦ Projects: earned value metrics.
◦ Maintenance: severity and size of the backlog.
◦ Processes: number of exemptions in governance processes.
◦ Skills: percentage of staff obtaining core skills