Abstract

Several improvement frameworks and practices ? including control charts, 5S, kaizen, lean, Six Sigma, ISO 9000, total quality management (TQM), the software capability maturity model integration (CMMI), IT Infrastructure Library, benchmarking, and the theory of inventive problem solving (TRIZ) ? have evolved to help organizations deal with serious business issues. While these frameworks and practices have become necessary in many ways, they are not always enough when implemented alone. This article presents a case study of one organization?s use of multiple quality frameworks. The organization, IGATE Global Solutions, is a global information technology services company that serves markets in the Americas, Europe, Middle East, Africa and the Asia-Pacific region. IGATE has used this structured framework to successfully implement 1,332 improvements, which had a financial impact of $8.53 million from 2010 to 2012. IGATE involved 3,420 team members across its organization to add business value as well as improve its quality culture. The plan-do-check-act (PDCA) cycle can help continually refine this type of approach.