A Case Study of New Method "SAFETY Framework" that Devise the Quality Improvement Measures in the Operation of Information Systems(<Special Issue>Project Quality and Customer Satisfaction)

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  • 情報システム運用における品質改善策を考案する新手法「SAFETYフレームワーク」の一事例(<特集>プロジェクトの品質と顧客満足)
  • 情報システム運用における品質改善策を考案する新手法「SAFETYフレームワーク」の一事例
  • ジョウホウ システム ウンヨウ ニ オケル ヒンシツ カイゼンサク オ コウアン スル シン シュホウ 「 SAFETY フレームワーク 」 ノ イチジレイ

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Abstract

In maintenance and operation of information system, it is extremely difficult to crimp operation mistakes and troubles completely. Program developers and maintenance operators have modified cause in case of trouble, and have improved feedback on review, however, mistakes and troubles have still occurred. Besides, we have gone to a great deal of trouble to post handling and explaining to client. As for countermeasures, we made use of tree diagram, matrix diagram, 5 Whys analysis, and Mind Map[○!R] etc, we couldn't determine proper root cause, because most of members included offshore members haven't experienced enough quality management. Therefore, we used SCAMPER, which are new-products development and the method for idea, and then devised "SAFETY Framework". This is the method to consider countermeasures of compulsory association in IT service management. In addition, it is available if members wouldn't have any knowledge about quality management and experiences, so I make a suggestion below. This paper shows a way of thinking about "SAFETY Framework" and an improvement example of maintenance and operation to which "SAFETY Framework" is applied.

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