Service Quality in an Engineering Laboratory


Melan, Eugene H.   (1987, ASQC)   IBM Corporation, Kingston, NY

41st Annual Quality Congress, May 1987, Minneapolis, MN    Vol. 41    No. 0
QICID: 3361    May 1987    pp. 638-647
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Article Abstract

A focus on the quality of the business process has become pervasive throughout the IBM Corporation. Quality focus on the business process refers to the effort to improve the effectiveness, efficiency and adaptability of complex processes found in business operations. The approach taken is on eof applying principles of process management to the various functions within service, administration, manufacturing and product development. Areas such as finance, purchasing, warehousing and marketing are applying these results with excellent results in terms of cost savings, productivity and operational effectiveness. This paper describes how these principles are being applied to support operations within product development.Laboratory service processes involve such technical operations as materials and thermal analysis, reliability and qualification testing and release engineering. These processes have a quality focus in the context of applying process management principles of ownership, definition, measurements and continuous improvement. Various service aspects of applying these principles within the product development process are described.



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