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Challenged to manage and constantly improve its dynamically changing core systems. Perpetual Trustees Australia Limited applies Deming's Total Quality Management methodology to its VAX-COBOL / PowerHouse for VMS environment. The company continuously collects systems' performance data using DECtrace for VMS. On a daily basis. Information Systems Department presents performance data on Control Charts, a decision making tool which provides quick, objective and valid information on when to take action on the system or when to make a change. This paper describes Total Quality Management and how it can be applied to the software industry. Using real life examples this paper shows why Response Time is the parameter of critical importance during the maintenance stage in a systems' life cycle. It then demonstrates how to implement Response Time Management as a chief instrument for never-ending service improvement.
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