A Complete Guide to IT Quality Management

By the end of the training course, participants will be able to:

• Define quality principles in systems development, to enhance user and client interaction and experience
• Understand international frameworks and quality principles
• Identify, design and implement objective quality controls within an enterprise
• Understand current and future trends within IT Quality Management
• Appreciate the risk of stakeholders, clients and third-party vendors in a commercial enterprise to maintain IT Quality

COURSE OUTLINE

Overview - Quality Management

• Quality Management Overview
• Information Technology Evolution
• Applying Quality Management to IT Development
• Identifying Characteristics and Requirements of the Customer and User
• Choosing Quality Management and Key Performance Indicators

The Human Element

• Key factors to identify human and social needs required with technology interaction
• How to set the strategic design for success
• Identifying what experiences the customer desires, when they don't often know themselves
• Models and Approaches for Human Computer Interaction
• Case Study

International Standards and Quality Management Principles

• ISO/IEC 9000 - Quality Management
• Management Principles and IT Quality/Service Requirements
• How to Engage the Customer Focus during design (JAD, Agile, SSADM)
• How to Implement IT Leadership as a Management Principle
• How to Engage all Stakeholders in the Quality Process
• Case Study

Building on Quality Management Principles

• How to implement Quality in IT Processes, Practice and Procedure
• Understanding System Approach, Dependencies and Quality Outcomes
• How to define Continual Improvement in IT Quality Management
• Assuring Clear Analytical Information and measurable results for Quality Outcomes in IT
• Ensuring Quality Principles with Stakeholders and Third Party Vendors
• Case Study

Ensuring IT Quality Management and Measuring Success

• How to Establish Key Performance Indicators
• Objectivities and Subjectivities in Analytical Outcomes
• Driving Revenue and Executive Stakeholder Reporting
• Best Practice Management in adopting and implementing IT Quality Management
• Continual Process Improvement
• The Future Trends in IT Quality Management

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.