Ishikawa and Itil

Parallels between Ishikawa and ITIL
Parmjit Singh

Student Number - 08238401

Course Title Postgraduate Certificate in IT Service Management
Module Title INSM013DL: Quality and IT Service
Tutor Susan Bailey

Quality Management is fundamental in delivering services; Quality Management is established out of three main elements. These are identified as quality control, quality assurance and quality improvement. Quality Management has evolved through the theories of the reputed Quality Guru’s. The concept of Quality has seen a number of the Quality Gurus explore Quality with varying perspectives. Using their own experiences, knowledge and industry background the Quality Gurus have developed their own values and philosophy which constitute Quality.

Philip Crosby has been recognised by coining the phrases zero defects and right first time. Crosby view is that management must take prime responsibility for Quality, and workers only follow their manager’s example. By defining the Four Absolutes of Quality Management Crosby as Quality is the conformance to requirements and that Quality prevention is preferable to Quality inspection. The third absolute is that Zero defects is the Quality performance standard, and finally Quality is measured in monetary terms – the price of non-conformance. Crosby theories leant more on the side of behavioural and motivational viewpoints of quality rather than the traditional statistical aspects.

Joseph Juan is referred to as an exponent of Quality, his influence on business and manufacturing processes is deep and wide. In 1937, he founded the Pareto Principle (Named after Italian Economist, Vilfredo Pareto), also known as the 80-20 rule, which states that 80% of effects come from 20% of causes. As a theory it achieved a sort of universality that could be applied to almost anything, from 20% of customers buying 80% of products, to 80% of production errors being made by 20% of workers.

Juran defined three...