IBM

The International Business Machines Corporation (IBM) is an American multinational

technology corporation headquartered in Armonk, New York, with operations in over 171
countries. The company began in 1911, founded in Endicott, New York, by trust businessman
Charles Ranlett Flint, as the Computing Tabulating-Recording Company (CTR) and was renamed
“International Business Machines in 1924. IBM is incorporated in New York.

“IBM is built on an ISO 9001:2015 Certified QMS”

ICD aligns its Quality Management System with ISO 9001:2015, an international
standard dedicated to Quality Management Systems (QMS). It outlines a framework for
improving quality and provide products and services that consistently meet the requirements
and expectations of customers.

QMS is a combination of all the processes, resources, assets, and cultural values that
support the goal of customer satisfaction and organizational efficiency.

ISO 9001:2015 is a flexible standard that allows each organization to define what its
objectives and adherence to the standard are. This standard defines the principles that can be used
by businesses to create efficiencies by aligning and streamlining processes throughout the
organization to bring down costs, create new opportunities, meet regulatory requirements, and
help organizations expand into new markets.

How do you achieve customer service excellence?

Watson Health Systems uses the Plan-Do-Check-Act Cycle as the model of ISO 9001:2015,
ensuring continual improvement of the Quality Management System. The clauses of ISO
9001:2015 are covered within the PDCA cycle.
PDCA is a 4-step process approach management method for the control of product and services
to create a cycle of continuous improvement for an organization. PDCA enables organizations
achieve better customer satisfaction and higher levels of customer confidence.
 Plan-Do-Check-Act cycle is a useful tool that can help your team solve problems much
more efficiently. PDCA has some significant advantages:
– Stimulates continuous improvement.
– Enables your team to test possible solutions on a small scale and in a controlled environment.
– Prevents recurring mistakes.

Benefits of a Quality Management System:

1. The ability to consistently provide products and services that meet customer requirements.
2. Allows for the facilitation of improvement opportunities to enhance customer satisfaction.
3. Ability to take a risk-based approach on process improvements.
4. Allows the organization to meet regulatory and quality system requirements.

How IBM creates a culture of learning

Current trends in training and development
The corporate marketplace is quickly changing, and businesses must be flexible and easily
adapt to change. Technology is one of the key drivers in this rapid change, with automation and
artificial intelligence (AI) in the forefront.
Here are four key trends impacting how organizations must rethink training and development:
1. Remote mobile training
Today’s corporations have discovered that it’s no longer just about what employees
need to know, but also when, where and how the development experience enables
performance. With the advancements in mobile technology, companies are relying more
on mobile workforces. Training is migrating to mobile devices where apps provide “just-in-
time” information and recommendations to workers across industries.
2. AI training
AI systems can process unstructured information in a similar way to humans. These
systems understand language patterns and sensory inputs including text, pictures and auditory
cues. AI-based software can customize how training content is delivered to a learner, based on
their learning style, suggest content based on a learner’s past performance and predict what
information is most important for them to learn next.

3. Agile learning
Agile learning is a process that encourages employees to learn by doing and iterate
often, inspiring organizational change and buy-in. For example, IBM has introduced IBM
Garage, a tool for executing, scaling and managing an organization’s multiple transformation
initiatives. Companies like Ford Motor Company and Travelport are using IBM Garages
around the world to create cultures of open collaboration and continuous learning.