電腦信息技術(shù)的質(zhì)量.ppt

Its About Time: Quality in Information Technology Services,Christopher S. Peebles Associate Vice President & Dean for Information Technology Indiana University,Paper Presented at the Shanghai Quality Control Association and the China-America Networking Symposium Shanghai, CHINA August 2002,現(xiàn)在是時(shí)候了: 電腦信息技術(shù)的質(zhì)量,Christopher S. Peebles 印第安那大學(xué) 副校長(zhǎng)和電腦資訊技術(shù)系系主任,Paper Presented at the Shanghai Quality Control Association and the China-America Networking Symposium Shanghai, CHINA August 2002,The IT Paradox: Where is the Value? I.,Computers are not as easy to use as telephones, toasters, or televisions Neither hardware nor software approaches “ Six Sigma” quality. The Internet, Intranets, and especially Local Area Networks are not as reliable as the telephone system. The failure rate of desktop and laptop computers from the most reliable manufacturers can exceed 30 percent per year (Ed Kolinka, Quality International Limited).,這個(gè)IT的荒謬?yán)碚? 價(jià)值在何處? I.,計(jì)算機(jī) 沒(méi)有電話，烤面包機(jī)，或電視容易用 既非硬件也非軟件能接近 “ 六個(gè)事業(yè)戰(zhàn)略” 優(yōu)質(zhì). 這國(guó)際網(wǎng)路，內(nèi)部網(wǎng)路，和尤其本地網(wǎng)路遠(yuǎn)不及電話系統(tǒng)可靠 每一年從最可靠的制造廠出廠的書(shū)桌型和膝蓋型電腦 能達(dá)到超過(guò)百分之30的失敗率 (Ed Kolinka, Quality International Limited).,The IT Paradox: Where is the Value? II.,The probability that most major software packages - word processors, spreadsheets, databases - will do something unexpected and perhaps destructive each day is close to 100 percent. The investment of time and effort required to master most major software packages can be in excess of the value they add to any task. In summary, Information Technology has the power to destroy rather than add value.,這個(gè)IT的荒謬?yán)碚? 價(jià)值在何處? II.,每一天最主要軟件 - 文字處理，數(shù)據(jù)處理，資料庫(kù) - 這失敗的概率或破壞性幾乎達(dá)到百分之百。 要學(xué)會(huì)這些主要的電腦軟件，所需要的時(shí)間和精力，幾乎超過(guò)他們所帶來(lái)的價(jià)值。 總而言之, 電腦資訊技術(shù)帶來(lái)的負(fù)面價(jià)值超過(guò)正面價(jià)值。,The IT Paradox: Where is the Value? III.,IT and Value Creation Its all about time: powers of automation and augmentation IT and Value Destruction Its all about time: wasted time due to poor operating systems, poorly crafted applications, and mysterious, opaque user interfaces IT and Value Protection Its all about time: time spent in support and education,這個(gè)IT的荒謬?yán)碚? 價(jià)值在何處? III.,信息科學(xué)創(chuàng)造價(jià)值 現(xiàn)在是時(shí)候了 : 自動(dòng)化及加強(qiáng)措施帶來(lái)力量 信息科學(xué)摧毀價(jià)值 現(xiàn)在是時(shí)候了 : 浪費(fèi)的時(shí)間是因?yàn)榱淤|(zhì)操作命令系統(tǒng)，劣質(zhì)技術(shù)工人及應(yīng)用軟體，神秘，不流暢的用戶溝通 信息科學(xué)保護(hù)價(jià)值 現(xiàn)在是時(shí)候了 : 加強(qiáng)支援系統(tǒng)和教育,Delivery of Quality and Value in IT Services: Critical Dimensions,Vendor selection and management of variety in hardware and software User (customer) education Multidimensional support services Measurement of customer perceptions of quality for these three (and all other areas) of IT services. Measurement of “value added” by IT to the enterprise,增加信息科學(xué)的質(zhì)量和價(jià)值: 關(guān)鍵的措施,電腦硬件軟件的廠商選擇和管理 教育用戶 多方面地提供協(xié)助服務(wù) 測(cè)量用戶對(duì)信息科學(xué)質(zhì)量的理解 測(cè)量信息科學(xué)對(duì)整個(gè)企業(yè)所增加的價(jià)值,Information Technology and IT Support at Indiana University,印第安那大學(xué)的信息科學(xué)及支援設(shè)施,IU in Outline,Founded in 1820 $2B Annual Budget 8 campuses 90,000 students 3,900 faculty 878 degree programs; 1,000 majors; 60 programs ranked within top 20 of their type nationally University highly regarded as research and teaching institution,IU的概述,1820年成立 年預(yù)算20乙 8個(gè)校園 九萬(wàn)多位學(xué)生 3,900位教授及行政管理人員 878 不同的學(xué)位; 一千多種主修課； 六十多種課程在全國(guó)排前二十名 有名氣的教學(xué)及研究機(jī)構(gòu),Indiana University-Bloomington in Outline,Original campus of Indiana University A research campus with the full range of graduate and undergraduate programs in the arts, sciences, and professions. Prototypical “Big10” residential campus $795M Annual Budget 36,000 students 1,600 faculty; 4,900 appointed staff,印第安那大學(xué)-Bloomington 的概述,印第安那大學(xué)最早期的校園 具全藝術(shù)，科學(xué)，和專業(yè)等研究院及大學(xué)部的課程 具備 “Big10” 原型的居住大學(xué)生活 年度預(yù)算七乙九千五百萬(wàn) 三萬(wàn)六千名學(xué)生 一千六百位教授; 四千九百位任用人員,IT at IU in Outline,Academic programs in IT through computer science, library and information sciences, engineering and technology, and most notably through new School of Informatics CIO: Vice President Michael A. McRobbie $70M annual budget Technology services offered university-wide UITS comprises 500 FTE staff, organized into crosscutting units (e.g. finance and HR) and four technology divisions (Teaching & Learning Information Technology,Telecommunications, University Information Systems, Research and Academic Computing),IT 在 IU 概述,學(xué)術(shù)程序在IT遍及電腦科學(xué)，圖書(shū)館和信息科學(xué), 工程和技術(shù)，尤其是新近成立的信息科學(xué)學(xué)校 信息科學(xué)負(fù)責(zé)人: 副董事長(zhǎng)Michael A. McRobbie 7千萬(wàn)左右年度預(yù)算 服務(wù)整個(gè)大學(xué) UITS包括500位全職人員, 分布在不同的部門(mén)，(例如 財(cái)政及人事部)和四個(gè)技術(shù)部門(mén)(教學(xué)和學(xué)習(xí)信息科學(xué)，電訊, 大學(xué)信息科學(xué), 研究及學(xué)術(shù)計(jì)算技術(shù)),University Information Technology Services Indiana University,Telecommunications Internet, Intranet, Voice, Video, Data, National and International Network Management (TransPAC, Internet2, STARTAP ) Research and Academic Computing High Performance Computing; High Performance Storage Systems Scientific Applications University Information Systems University Business Processes Teaching and Learning Information Technology Student Computing; Classroom Technology; Course Development General IT Support,印第安那大學(xué)的信息科學(xué)部門(mén),電訊 國(guó)際互連網(wǎng), 公司內(nèi)部連網(wǎng), 聲音, 錄象帶, 數(shù)據(jù)處理, 國(guó)內(nèi)及國(guó)際網(wǎng)路管理(TransPAC, Internet2, STARTAP ) 研究及學(xué)術(shù)計(jì)算技術(shù) 高性能計(jì)算技術(shù); 高性能存儲(chǔ)系統(tǒng)，科學(xué)研究應(yīng)用 大學(xué)信息科學(xué) 處理大學(xué)經(jīng)營(yíng)管理 教學(xué)和學(xué)習(xí)信息科學(xué) 學(xué)生計(jì)算技術(shù); 課堂學(xué)習(xí)技術(shù); 課程研制發(fā)展 一般信息科學(xué)支援設(shè)施,Measures of Performance and Success,Do not have measures like EVA and “profit” as a measure for the success of university IT organizations Must draw exemplars from business and benchmarks from wherever they are available Organization performance: IBM “Adaptive Organization” and “Customer Relationship Management” Measurement: “The Balanced Scorecard” and “ Counting What Counts”,性能及成功的測(cè)量方法,不要用EVA和“利潤(rùn)”作為大學(xué) IT 部門(mén)成功的測(cè)量標(biāo)準(zhǔn) 從可供使用事務(wù)和水準(zhǔn)以例說(shuō)明 組織性能:IBM “適應(yīng)機(jī)構(gòu)” and “顧客關(guān)系管理” 測(cè)量方法: “平衡得分卡” 和 “ 只算實(shí)際有效的”,Performance Measures for All Organizations, Including University IT Organizations,Robert Kaplan and David Norton. The Balanced Scorecard. HBS Press, Boston, MA, 1996. Four dimensions of retrospective and prospective measures Financial perspective: deployment (and growth) of revenue, ABC against internal (historical) and external benchmarks Customer perspective: customer satisfaction measures, number of partnerships with faculty in teaching and research, support of university business processes, support of library processes Internal perspective: process measures, classic IT measures of availability, cost-of-poor-quality, speed and depth of development cycles Learning perspective: employee satisfaction, employee development (MSCE, CCNE, etc.), personal alignment of employee goals with position,所有組織的性能及成功的測(cè)量方法, 包括大學(xué)的信息科學(xué)部門(mén),Robert Kaplan and David Norton. The Balanced Scorecard. HBS Press, Boston, MA, 1996. 回顧和預(yù)期的四角 從財(cái)政狀況來(lái)看: 利潤(rùn)收益支出的成長(zhǎng), 和內(nèi)部(歷史性)及外部水準(zhǔn)來(lái)比較 從顧客關(guān)系來(lái)看: 顧客滿意程度, 有幾個(gè)教學(xué)及研究伙伴, 大學(xué)經(jīng)營(yíng)管理支援系統(tǒng), 圖書(shū)館管理支援設(shè)施 從內(nèi)部來(lái)看: 過(guò)程測(cè)量, 傳統(tǒng)IT實(shí)用性測(cè)量, 劣質(zhì)帶來(lái)昂貴耗費(fèi), 開(kāi)發(fā)周期的速度和深度 從學(xué)習(xí)的觀點(diǎn)來(lái)看 : 員工的滿意度, 員工的開(kāi)發(fā) (MSCE, CCNE, etc.), 員工個(gè)人設(shè)定的目標(biāo)與實(shí)力地位,University Information Technology Services Performance Measures,Organized on the Basis of Teams and Services Teams Responsible for the Cost and Quality of their Services Investment in renewal of intellectual capital and skills Process mapping Activity Based Costing of all Services Regular measurement of customer satisfaction (some yearly, others daily),大學(xué)信息科學(xué)部門(mén) 成功的測(cè)量方法,以團(tuán)隊(duì)和服務(wù)來(lái)分別 負(fù)責(zé)服務(wù)成本和質(zhì)量的隊(duì)伍 -投資于更新智慧財(cái)產(chǎn)和技術(shù) -過(guò)程圖 -以服務(wù)成本為主的活動(dòng) -固定的顧客滿意程度的測(cè)量 (年度制, 或每日),Activities Based Cost and Management,活動(dòng)為主的成本和管理,Customer Surveys I,Yearly Survey of All Services Independent Survey Research Center; 2000 faculty, staff, students on the Bloomington Campus; 51 percent return of questionnaire. Demographic data: computer ownership, level of expertise, etc. Proportion who use each service. Each service rated 1=“not at all satisfied”; 5=“very satisfied” Space for written comments.,顧客問(wèn)卷調(diào)查 I,年度的服務(wù)問(wèn)卷調(diào)查 -獨(dú)力的調(diào)查研究中心; 2000 教授, 員工, 在 Bloomington 校園的學(xué)生; 收回百分之51的問(wèn)卷. -區(qū)域性的資料: 多少人有電腦, 專精的程度, 等等. 多少人用每一個(gè)服務(wù). -服務(wù)的分?jǐn)?shù) 1=“不滿意”; 5=“很滿意” -留空間寫(xiě)評(píng)語(yǔ).,Customer Surveys II,Daily Survey of Support Center Customers Sample is 45 randomly selected users. Three questions - to be answered “Yes” or “No.” 1) Did you receive an answer to your question or a solution to your problem? 2) Did you receive this answer or solution in a timely manner? (Customer defines “timely.) 3) Were you treated with courtesy and respect?,顧客問(wèn)卷調(diào)查 II,顧客中心的每日調(diào)查 隨機(jī)化選45個(gè)顧客. 三個(gè)可以回答 “是” 或 “不是” 的問(wèn)題 1) 你的問(wèn)題得到答案，和問(wèn)題得到解決嗎? 2) 等待時(shí)間久嗎? (顧客寫(xiě)下 “時(shí)間.) 3) 他們對(duì)你客氣嗎?,User demographics: ownership,用戶地區(qū) : 所有權(quán),User demographics: time spent using computer per week,用戶地區(qū) : 每星期二用在電腦上的時(shí)間,Management of Variation: Software Site Licenses, Bloomington Campus, 2000 Quality and Cost Measures,License agreements with Microsoft, Corel, SPSS, Symantec, Oracle, AutoDesk, Sun, IBM, etc. for operating systems, personal productivity applications, database, and statistical analysis applications, security systems, and graphical software, etc. Cost: $2,182,274. Unit cost per application suite: $20.72. User base: 43,000 students, faculty, staff. Percent use: 98 percent. Satisfaction score: 4.3/5.0 Percent satisfied: 95.2 percent.,變化管理 : 軟體使用執(zhí)照協(xié)議, Bloomington校園, 2000 質(zhì)量和成本測(cè)量,和 Microsoft, Corel, SPSS, Symantec, Oracle, AutoDesk, Sun, IBM等應(yīng)用系統(tǒng)，資料庫(kù)，安全系統(tǒng)，圖形，統(tǒng)計(jì)和分析等軟體有使用執(zhí)照協(xié)議。 -成本: 2,182,274美元.應(yīng)用系統(tǒng)的單價(jià)是20.72美元. -用戶: 43,000 學(xué)生, 教授, 員工. 百分之98使用率 -滿意程度: 4.3/5.0 滿意百分比: 95.2 .,Education Program Quality and Cost Measures 2000,Education Certification classes (1 week long) in operating systems configuration and maintenance during 2000. Cost: $64,000. 500 students. Unit cost: $128.00/student. Satisfaction score: 4.27/5.0 Percent satisfied: 95 percent Application-specific classes (90 minutes - 3 hours in length) during 2000. Cost: $443,000. 17,600 students. Unit cost: $25.00/student Satisfaction score: 4.1/5.0 Percent satisfied: 95 percent.,2000年教育編寫(xiě)程序質(zhì)量和成本測(cè)量,2000年教育證書(shū)課 (1 周) 集中于操作數(shù)據(jù)命令系統(tǒng)結(jié)構(gòu)和維修. 成本: $64,000. 500 學(xué)生. 單位成本: $128.00/一個(gè)學(xué)生. 滿意得分: 4.27/5.0 滿意百分比: 百分之95 2000年應(yīng)用課(90分鐘 - 3小時(shí)長(zhǎng)). 成本: $443,000. 17,600 學(xué)生.單位成本 : $25.00/ 一個(gè)學(xué)生 滿意得分 : 4.1/5.0 滿意百分比 : 百分之95.,Support for IT Services,General Support Center Knowledge Base Telephone, E-Mail, Walk-in Specialized Support Statistics and Mathematics Advanced Visualization Unix Database Humanities Teaching and Learning Distributed Support Local Support Providers,IT 服務(wù)的支援設(shè)施,一般支援設(shè)施中心 知識(shí)作為基礎(chǔ) 電話，電子郵件，無(wú)預(yù)約 專門(mén)技能支援設(shè)施 統(tǒng)計(jì)和數(shù)學(xué) 進(jìn)一步的識(shí)別 Unix 數(shù)據(jù)庫(kù) 人文主義 教學(xué)及學(xué)習(xí) 分布式支援設(shè)施 提供支援本地性,General Support Quality and Cost Measures 2000,KnowledgeBase Cost: $493,000 6,050,000 page accesses Unit cost: $0.08/access Satisfaction score: 3.81/5.0 Percent satisfied: 94 percent Telephone Support Cost: $502,000 71,000 calls answered Unit cost: $7.00/call Satisfaction score: 3.95/5.0 Percent satisfied: 90 percent Walk-in Support Cost: $221,000 60,000 customers served Unit cost: $3.69/contact Satisfaction score: 4.09/5.0 Percent satisfied: 96 percent,2000年一般地支援設(shè)施質(zhì)量和成本測(cè)量,知識(shí)庫(kù) 成本: $493,000 存取6,050,000 頁(yè) 單位成本: $0.08/存取 滿意得分 : 3.81/5.0 滿意百分比: 百分之 94 -電話提供支援 成本 : $502,000 回答71,000 呼叫 單位成本 : $7.00/呼叫 滿意得分 : 3.95/5.0 滿意百分比: 百分之 90 -提供支援給沒(méi)有預(yù)約的 成本 : $221,000 60,000 customers served Unit cost: $3.69/contact 滿意得分 : 4.09/5.0 滿意百分比: 百分之 96,General Support Quality and Cost Measures Daily Support Center Survey Results 2000,Aggregate proportions of daily survey results for 2000 1) “Yes” Got a solution or answer 92.7 percent 2) “Yes” Got it in a timely manner 94.6 percent 3) “Yes” Treated with courtesy and respect 99.5 percent,2000年一般地支援設(shè)施質(zhì)量和成本測(cè)量 每日提供支援中心調(diào)查結(jié)果,2000年每日測(cè)量結(jié)果的整個(gè)比例 proportions of daily survey results for 1) “是的” 有結(jié)果或答案是百分之92.7 2) “是的” 很短的時(shí)間回答是百分之94.6 3) “是的” 態(tài)度很好是百分之99.5,Selected Specialized Support Quality and Cost Measures 2000,Statistics and Mathematics Consulting Cost: $115,000 3,000 contacts Unit cost: $38.00/contact Satisfaction score: 3.87/5.0 Percent satisfied: 86 percent Unix Consulting Support Cost: $411,000 4,000 contacts Unit cost: $103.00 contact Satisfaction score: 4.49/5.0 Percent satisfied: 99 percent Library and Electronic Text Support (Humanities Computing) Cost: $22,000 1,000 contacts Unit costs: $22.00/contact Cost: $71