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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: [email protected]