Online Program

Thursday, February 20
PS1 Poster Session I & Opening Mixer Thu, Feb 20, 5:15 PM - 6:45 PM
Bayshore II-IV

Managing IBM Technical Service Delivery Around the Globe with Statistical Process Control (302843)

David Northcutt, IBM, ASA Member 
*Michael Roehl, IBM 

Keywords: SPC, global, worldwide, services, large-scale, analytics, quality

IBM uses a management system with SPC at its core to consistently manage its service delivery around the globe. The management system has been operational since 2007, with more than 1,800 delivery analysts driving business results across six continents in a wide variety of technical service competencies. The management system has a single, coherent approach that enables many granularities, from a single view of large delivery centers down to operational aspects of an individual customer.