Infotech Enterprises Limited

www.infotech-enterprises.com

Quality as Value Arbitrage

B V R Mohan Reddy,Infotech Enterprises LimitedMay 23, 2009.

Introduction

• Quality as value arbitrage – clients derive higher value through quality.

• Initial outsourcing advantage for the clients - cost arbitrage.

• India advantage – capacity & capability.

• Looking forward - value and innovation.

• Focus of Indian companies - on processes & certifications

But

Quality is beyond these

Statistics:

CMMI - India has 57 level 5 companies out of 181 world wide. India has 224 CMMI companies out of 2400 companies covering 60 nations world wide.

ISO 27001 - India ranks 3rd in ISO 27001 certifications after Japan & Britain with 204 certifications.

ISO 9001 - India has more than 7700 companies certified for ISO 9001.

Quality

• Quality has many definitions.

• Quality = Maximization of Perceived Value.

• Quality to us is Customer satisfaction

• Quality is measured constantly through:

Transactional Customer Feedback,

Periodic Market Feedback,

Independent surveys)

Short term & Long term initiativesGreater Cost Efficiency Increase value

1 Cost:

Focused cost reduction, Reduce costs through good design of proceses, services and products; Embed quality in design (Lean, VSM, FMEA, Mistake proofing)

Value chain:

Go up the value chain. Create business impact to the customer. Increase customer engagement. Creation of intellectual property to the customer. Services at the same or reduced price but increased value. Mitigate risks of Customers by addressing the requirement of their Customers. Partner with customer’s for their success

2 Productivity:

Enhanced productivity levels, Build quality through matured robust processes – continuous improvement. Improve process capability. Reducing system inefficiencies. Process benchmarking.

Innovation:

Structured innovation. Six Sigma initiatives

3 Utilisation:

Improved utilization of resources - men, material and money (Capital expenditure). Improved employee performance management.

Knowledge management:

Domain as well Technology expertise; Gain & share knowledge

3 (Cost) X 3 (Value) Matrix Continued

Our Success Story - .PPT

People

Process

ToolsTechnology

Training

1

Leadership drive and Total Employee Engagement

for continual improvement

Employee Friendly Policies & Career

Development plans

Recognition & Rewards – Associate/ Team of the

Month

Team Building – Annual Outing, Townhall Sessions

Cultural Events – Infotsav Annual Day, Woman’s

Day, Kids Carnival, Christmas Day Celebrations

Cynosure Contest initiated since 2008

Voluntary participation by associates in Corporate

Social Responsibility initiatives

Focus teams to implement actions to improve ASAT

index

People

1

1

Process Focus

Manuals Templates Checklists Guidelines Procedures Records

4

132

82

363

172129

Procedures

Frameworks

Guidelines, Templates, Checklists

(Functional/departmental)

Other Documentation, review records Coding standards, Customer Specific

Standards, Third Party tools, Information etc

Defines Approach and Responsibility

References

Answers How

Defines Who What When

Quality Policy

Manual

AS9100

ISO 9000 2001

CMMI Level 5

Integrated QMS encompasses ISO 9001, ISO 27001, AS 9100, CMMi, ACE

1

Tools Technology Training

Quality Tools – Our Experience

Sl. No. Category Tool

1 Problem Solving tools

1. Quality Clinic process charts (QCPC) to continuously analyze processes for quality improvement opportunities.

2. Relentless Root cause analysis (RRCA) to prevent recurrence of the problems. Define, Investigate, Verify, and Ensure (DIVE) are the steps.

3. Mistake proofing

4. Market Feedback Analysis (MFA) to understand customer perspective and performance expectations.

2 Process Improvement / Waste elimination tools

1. 6S to promote a visual and efficient workplace as well as a ‘refreshing’ environment.

2. Process Management through strategies and lessons learnt

3. Standard Work to ensure maximum quality, productivity and repeatability over time.

4. Total Productive Maintenance to achieve maximum equipment effectiveness.

5. Value Stream Mapping to improve turn around time and waste elimination.

6. 3P / Set-up reduction

3 Decision Making Tools

1. Passport System to strengthen necessary reviews / approvals for effective and efficient decision making

Apply quality tools on day to day activities, help the organisations to reduce waste, increase productivity and quality. Few of the tools ….

Our Vision: Delivering innovative solution together for a better future

Our Mission: Provide the best technology services and solutions to industry and governments world wide

Effective institutionalization of Quality tools

Encouragement of employees

Value creation – a movement across the company

Conclusion

Q&A

Thank You

www.infotech-enterprises.com11, Software Units Layout, Madhapur, Hyderabad – 500081

Tel: +91-40-66624355, Fax: +91-40-23101405Email: info@infotechsw.com