Commenced in January 2007
Paper Count: 30318
The Evolution of Quality Improvement Methodology in Malaysia-s IT Industry: The Past, Current and Future
Abstract:There are various approaches to implement quality improvements. Organizations aim for a management standard which is capable of providing customers with quality assurance on their product/service via continuous process improvement. Carefully planned steps are necessary to ensure the right quality improvement methodology (QIM) and business operations are consistent, reliable and truly meet the customers' needs. This paper traces the evolution of QIM in Malaysia-s Information Technology (IT) industry in the past, current and future; and highlights some of the thought of researchers who contributed to the science and practice of quality, and identifies leading methodologies in use today. Some of the misconceptions and mistakes leading to quality system failures will also be examined and discussed. This paper aims to provide a general overview of different types of QIMs available for IT businesses in maximizing business advantages, enhancing product quality, improving process routines and increasing performance earnings.
Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1057801Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 3050
 R. A. Wahid, "Beyond Certification: The Maintenance of ISO 9000 in Malaysian Service Organizations." vol. Doctor of Philosophy: The University of Waikato, 2010, p. 414.
 www.msc.com.my, "MSC Malaysia Information Technology Service Management (CDP ITSM) Program." vol. 2011.
 "MSC Malaysia Information Technology Service Management (CDP ITSM) Programme Guideline," C. D. D. (MDec), Ed. Cyberjaya, pp. 1-9.
 A. Kumar, "ICT to play bedrock role in 10th Malaysia Plan," Computerworld Malaysia, 2010.
 "ICT is key enabler in 10th Plan blueprint," in Star Publications (M) Bhd: TechCentral, 2010.
 N. Mohd Hairul Nizam Md, R. Ahmad, and N. H. Hassan, "Resistance factors in the implementation of software process improvement project," in Information Technology, ITSim. International Symposium, 2008, pp. 1-10.
 Josiane Brietzke and A. Rabelo, "Resistance Factors in Software Processes Improvement," CLEI Electronic Journal, vol. 9, June 2006.
 M. Mohammad, R. Mann, N. Grigg, and J. P. Wagner, "The right improvement initiative for the right situation: A contextual and systems approach," Computers and Industrial Engineering (CIE), 40th International Conference, pp. 1-6, 25-28 2010.
 A. Sergej and S. Liudmila, "Striving for Business Excellence in Belarus − Tendencies of quality management in IT industry," in Baltic Business School: University of Kalmar. Sweden, 2006, p. 103.
 D. Stelzer, W. Mellis, and G. Herzwurm, "Software process improvement via ISO 9000? Results of two surveys among European software houses," in System Sciences, 1996., Proceedings of the Twenty- Ninth Hawaii International Conference on, 1996, pp. 703-712 vol.1.
 A. C. Tonini, M. de Mesquita Spinola, and F. J. Barbin Laurindo, "Six Sigma and Software Development Process: DMAIC Improvements," in Technology Management for the Global Future, PICMET, 2006, pp. 2815-2823.
 J. D. Jens and D.-P. Su Mi, "Lean production, six sigma quality, TQM and company culture," The TQM Magazine, vol. 18, pp. 263 - 281, 2006.
 R. Andersson, H. Eriksson, and H. Torstensson, "Similarities and differences between TQM, six sigma and lean," in The TQM Magazine. vol. 18, 2006, pp. 282 - 296.
 T. K. Varkoi and T. K. Makinen, "Case study of CMM and SPICE comparison in software process assessment," in Engineering and Technology Management, Pioneering New Technologies: Management Issues and Challenges in the Third Millennium.(IEMC) Proceedings. International Conference on, 1998, pp. 477-482.
 R. C. Bamford and W. J. Deibler, II, "Standards-comparing, contrasting ISO 9001 and the SEI capability maturity model," Computer, vol. 26, pp. 68-70, 1993.
 R. F. de Sousa Pereira and M. M. da Silva, "A Maturity Model for Implementing ITIL v3," in Services (SERVICES-1), 6th World Congress on, 2010, pp. 399-406.
 A. M. J. Hass, J. Johansen, and J. Pries-Heje, "Does ISO 9001 increase software development maturity?," in 24th ,Euromicro Conference Proceedings. 1998, pp. 860-866 vol.2.
 D. Nave, "How to Compare Six Sigma, Lean and the Theory of Constraints," in Quality Progress. vol. March, 2002.
 T. Bendell, "A review and comparison of six sigma and the lean organisations," The TQM Magazine, vol. 18, pp. 255 - 262, 2006.
 P. Catherwood, "What's different about Six Sigma?," in Manufacturing Engineer, 2002, pp. 186-189.
 W. Y. Wong, C. W. Lee, and K. Y. Tshai, "A Roadmap to Quality Improvement Methodology Selection," in 3rd IEEE International Conference of Emergency Management and Management Science, ICEMMS Beijing, p. 310-315, 2012.
 A. T. Ali, "Implementing international quality system standards: The Malaysian experience," Asia Pacific Journal of Quality Management, vol. 3, p. 28, 1994.
 D. S. Chang and L. K. Lo, "Measuring the relative efficiency of a firm-s ability to achieve organizational benefits after ISO Certification," Total Quality Management, vol. 16, pp. 57-69, 2005.
 E. Naveh and A. A. Marcus, "When does the ISO 9000 quality assurance standard lead to performance improvement? Assimilation and going beyond," Engineering Management, IEEE Transactions on, vol. 51, pp. 352-363, 2004.
 P. Chan, S. Durant, V. Gall, and M. Raisinghani, "Aligning Six Sigma and ITIL: Implications For IT Service Management," CONF-IRM Proceedings, vol. 7, 2008.
 R. L. Edgeman, D. Bigio, and T. Ferleman, "Six Sigma and Business Excellence: Strategic and Tactical Examination of IT Service Level Management at the Office of the Chief Technology Officer of Washington, DC," Quality and Reliability Engineering International, vol. 21, pp. 257-273, 2005.
 A. Hochstein, R. Zarnekow, and W. Brenner, "ITIL as Common Practice Reference Model for IT Service Management: Formal Assessment and Implications for Practice," in Proceedings of the IEEE International Conference, 2005, pp. 704 - 710.
 C. V. Brown, D. W. DeHayes, J. A. Hoffer, E. W. Martin, and W. C. Perkins, Managing Information Technology, 7th Edition ed. New Jersey: Prentice Hall, 2012.
 Z. Shaohua, W. Peng, D. Zhigang, and Z. Yuwei, "Organization ITIL Process Integration Based on Web Services," in Software Engineering, 2009. WCSE '09. WRI World Congress on, 2009, pp. 412-416.
 H. B. Esmaili, H. Gardesh, and S. S. Sikari, "Validating ITIL maturity to strategic business-IT alignment," 2nd International Conference in Computer Technology and Development (ICCTD), 2010, pp. 556-561.
 http://www.businessballs.com/sixsigma.htm. vol. 2011.
 C. Seow and L. Jiying, "Innovation in Maintenance Strategy through Six Sigma: Insights of a Malaysian SME," in Management of Innovation and Technology, 2006 IEEE International Conference on, 2006, pp. 793- 797.
 M. Kaufman and R. Dorin, "Adopting a Lifecycle Approach to Software Quality Management," Newton: Hurwitz & Associates, 2007.
 www.asq.org/learn-about-quality/, "Quality Assurance and Quality Control." vol. 2012.
 M. Kumar, J. Antony, R. K. Singh, M. K. Tiwari, and D. Perry, "Implementing the Lean Sigma framework in an Indian SME: a case study," Production Planning & Control, vol. 17, pp. 407-423, 2006.
 S. Sivakumar and K. Muthusamy, "Critical success factors in Six Sigma implementation; A case study of MNCs in Malaysia," in IEEE International Conference on Quality and Reliability, ICQR, 2011, pp. 536-540.
 A. A. Latif, M. M. Din, and R. Ismail, "Challenges in Adopting and Integrating ITIL and CMMi in ICT Division of a Public Utility Company," in Second International Conference on Engineering and Applications (ICCEA), 2010, pp. 81-86.
 J. Antony and C. Fergusson, "Six Sigma in the software industry: results from a pilot study," Managerial Auditing Journal, vol. 19, pp. 1025- 1032, 2004.
 M. D. M. Suffian and M. R. Abdullah, "Establishing a defect prediction model using a combination of product metrics as predictors via Six Sigma methodology," in Information Technology (ITSim), International Symposium in, 2010, pp. 1087-1092.
 U. Sharma, "Implementing Lean principles with the Six Sigma advantage: How a battery company realized significant improvements," Journal of Organizational Excellence, vol. 22, pp. 43-52, 2003.
 G. Byrne, D. Lubowe, and A. Blitz, "Using a Lean Six Sigma approach to drive innovation," in Strategy & Leadership. vol. 35, E. G. P. Limited, Ed., 2007, pp. 5-10.
 M. Duncan, "Six Sigma methodology: reducing defects in business processes," Filtration & Separation, vol. 43, pp. 34-36, 2006/2.
 B. Smith, "Lean and Six Sigma- A One-Two Punch," in Quality Progress. vol. April 2003: American Society for Quality, 2003, pp. 37- 41.
 A. K. Jeong, Y. Seun, Choi, and T.-H. Kim, "Management Environment for Software Process Improvement," in Computer Science and its Applications, 2008. CSA '08. International Symposium on, 2008, pp. 292-296.
 P. Youngkyu, P. Hyuncheol, C. Hojin, and B. Jongmoon, "A Study on the Application of Six Sigma Tools to PSP/TSP for Process Improvement," in Computer and Information Science, and 1st IEEE/ACIS International Workshop on Component-Based Software Engineering, Software Architecture and Reuse. ICIS-COMSAR 2006. 5th IEEE/ACIS International Conference on, 2006, pp. 174-179.
 T. Pfeifer, W. Reissiger, and C. Canales, "Integrating six sigma with quality management systems," in TQM Magazine. vol. 16, 2004, pp. 241-249.
 J. Antony and R. Banuelas, "Key ingredients for the effective implementation of Six Sigma program," Measuring Business Excellence, pp. 20-27, 2002.
 A. T. R. Bon, "Quality measurement in lean manufacturing," in Instrumentation, Communications, Information Technology, and Biomedical Engineering (ICICI-BME), 2009, pp. 1-7, 23-25
 E. D. Arnheiter and J. Maleyeff, "The integration of lean management and Six Sigma," in The TQM Magazine. vol. 17, 2005, pp. 5-18.
 d. K. Henk, P. S. V. John, v. d. H. Jaap, B. Soren, and J. M. M. D. Ronald, "Lean Six Sigma in Healthcare," Journal for Healthcare Quality, vol. 28, pp. 4-11, 2006.
 D. N├ñslund, "Lean, six sigma and lean sigma: fads or real process improvement methods?," Business Process Management Journal, vol. 14, pp. 269-287, 2008.
 J. Antony, J. L. Escamilla, and P. Caine, "Lean Sigma
[production and supply chain management]," Manufacturing Engineer, vol. 82, pp. 40- 42, 2003.
 M. L. George, "Lean Six Sigma for Service," US: McGraw-Hill, 2003.
 B. Hurley, T. Taylor, J. Levett, C. Huber, and E. Hahn, "Implementation of six sigma and lean methodology into the anticoagulation management process," Journal of Thrombosis and Thrombolysis, vol. 25, pp. 106- 106, 2008.
 J. Langabeer, J. DelliFraine, J. Heineke, and I. Abbass, "Implementation of Lean and Six Sigma quality initiatives in hospitals: A goal theoretic perspective," Operations Management Research, vol. 2, pp. 13-27, 2009.
 A. C. Tonini, F. J. B. Laurindo, and M. de Spinola, "An Application of Six Sigma with Lean Production Practices for Identifying Common Causes of Software Process Variability," in Management of Engineering and Technology, Portland International Center for, 2007, pp. 2482- 2490.
 M. F. David, J. M. Martin, and M. David, "Lean Sigma and simulation, so what's the correlation?," in Proceedings of the 2005 Winter Simulation Conference, 2005.
 A. A. Latif, M. M. Din, and R. Ismail, "Challenges in Adopting and Integrating ITIL and CMMi in ICT Division of a Public Utility Company," in Computer Engineering and Applications (ICCEA), Second International Conference on, 2010, pp. 81-86.
 H. Zhitao, P. Zavarsky, and R. Ruhl, "An Efficient Framework for IT Controls of Bill 198 (Canada Sarbanes-Oxley) Compliance by Aligning COBIT 4.1, ITIL v3 and ISO/IEC 27002," in Computational Science and Engineering, 2009. CSE '09. International Conference on, 2009, pp. 386-391.
 Q. Feng and K. C. Kapur, "New to Six Sigma? An Introduction to Six Sigma for Students and New Quality Practitioners," 2007.
 J. H. Gerald, J. H. William, W. H. Roger, and A. Z. Stephen, "The impact of Six Sigma improvement--A glimpse into the future of statistics," The American Statistician, vol. 53, pp. 208-215, 1999.
 U. D. Kumar, "Six Sigma ÔÇö Status and Trends," in Handbook of Performability Engineering, 2008, pp. 225-234.
 L.-C. Tang, S.-W. Lam, and T.-N. Goh, "A Tasks-based Six Sigma Roadmap for Healthcare Services," in Handbook of Performability Engineering, 2008, pp. 1011-1024.
 R. Russ, D. Sperling, F. Rometsch, and P. Louis, "Applying Six Sigma in the Field of Software Engineering," in Software Process and Product Measurement, 2008, pp. 36-47.
 H. Chen, K. Chen, T. Chang, and C. Hsu, "An application of six sigma methodology to enhance leisure service quality," Quality and Quantity.
 C. Tao, S. Chen, and L. Chang, "Apply 6-sigma methodology in measuring the competition quality of satisfaction performanceÔÇöan example of ISP Industry," Quality and Quantity, vol. 43, pp. 677-694, 2009.
 K. Chen, L. Ouyang, C. Hsu, and C. Wu, "The communion bridge to Six Sigma and process capability indices," Quality and Quantity, vol. 43, pp. 463-469, 2009.
 R. Caulcutt, "Why is Six Sigma so successful?," Journal of Applied Statistics, vol. 28, pp. 301-306, 2001.
 S. Puaar, "Mission Improvement," in IEE Manufacturing Engineer. vol. JUNE/JULY, 2003.