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Transcript of Am2001 Quality Final
8/13/2019 Am2001 Quality Final
http://slidepdf.com/reader/full/am2001-quality-final 1/17
Leveraging Quality Processes
In Technology Businesses
Satyendra Kumar
Padmanabha Rao
8/13/2019 Am2001 Quality Final
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InfosysExcellence
Initiative2000
2001 - 9947 employees
Excellence @ Infosys
1999 - 4000 employees CMM Level 5 in 1999
1997 - 2500 Employees CMM Level 4 in 1997
1993 - 1000 Employees
ISO 9001 Certification
8/13/2019 Am2001 Quality Final
http://slidepdf.com/reader/full/am2001-quality-final 3/17
Infosys Excellence Initiative
Core Processes
Leveraging CMM Level 5
Management Processes
Baldr ige Framewo rk
Business Processes
Six Sigma CFPM
8/13/2019 Am2001 Quality Final
http://slidepdf.com/reader/full/am2001-quality-final 4/17
Industry AverageLevel 4 Companies
Industry Average
Level 5 Companies
Infosys
0
0.5
1
1.5
2
2.5
Nov-
97
Mar-
98
Jul-
98
Oct-
98
Jul-
99
Sep-
99
May-
00
Jan-
01
D e f e c t s / P e r s o n H o u r Industry Average
Level 4 Companies
Industry Average
Level 5 Companies
Infosys
Defect Prevention
Identify Common
Defect Types
Identify Common
Defect Types
Prioritize
Prioritize
Find Solutions
And Pilot
Find Solutions
And Pilot
Implement
Monitor Results
Implement
Monitor Results
Project Level
Organization Wide
Reduction in Defect Injection
Reduction in Delivered Defects0.00
0.05
0.10
0.15
Nov-
97
Mar-
98
Jul-
98
Oct-
98
Jul-
99
Sep-
99
May-
00
Jan-
01 D
e l i v e r e d
d e f e c t s / f u n c t i o n
p o i n t s
Caper Jones 2000
Level 5 Benchmark
Caper Jones 2000
Level 4 Benchmark
8/13/2019 Am2001 Quality Final
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Process Change Management
PL Suggestions
1
1
3
3
4
4
5
5
6
6
Monitor Progress
2
2
Improvements in Productivity
Value as Perceived by Customers1
2
3
4
5
6
7
Honouring
commitments
Delivering
the promise
Partnering Value for
money
Servicing
emerging
needs
Value
R a t i n g s o n
7
p o i n t s c a l e
Jul-
99
Sep-
99
Nov-
99
Jan-
00
Mar-
00
May-
00
Jul-
00
Sep-
00
Nov-
00
Jan-
01
Mar-
01
May-
01
P r o d
u c t i v i t y ( F P / p - m o n t h )
Caper Jones 2000 Productivity Benchmark
Jul-
99
Sep-
99
Nov-
99
Jan-
00
Mar-
00
May-
00
Jul-
00
Sep-
00
Nov-
00
Jan-
01
Mar-
01
May-
01
P r o d
u c t i v i t y ( F P / p - m n t h )
Caper Jones 2000 Productivity Benchmark
8/13/2019 Am2001 Quality Final
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Delivery Response
Robust Deployment
Sustenance through
Systems
Variable Cost
Productivity
CMM & Six Sigma: Components of Delivery Excellence
Customer Value
ReduceProject
Cost
ReduceMaintenance
Cost
IncreaseProductivity
ReduceTime
To Market
ReduceLife cycle
Cost
StrengthenPartnership
IncreaseReliability
ReduceResponse
Time
IncreasePredictability
8/13/2019 Am2001 Quality Final
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Robust Deployment: ROFO - A Unique Approach
Partnering process
definitions
Leadership inprocess deployment
Driving process
evolution
Senior ManagementReviews
Deployment is the responsibility of Delivery
Quality Department Delivery
Practice Units
Working Groups for Process Definition
SQA SEPG
Delivery
Excellence
Managers
PSQA
80+
9947
10+ 200+
25+
WG1 WG2 WG3 WG4 WG n
250
Internal Auditors
Process Council
800+
8/13/2019 Am2001 Quality Final
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Integrated Project Management System
Transforming Intranet into a decision enabler
Project HealthVisibility
Hierarchical Views
On Line Tracking
Project Budgeting
Life Cycle Improvement
ProposalManagement
ContractManagementResource
Management
ProjectManagement
DefectTracking
ProcessManagement
AuditManagement
8/13/2019 Am2001 Quality Final
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Supporting Cost Leadership ….
Variable Cost Productivity
1 1 0 0 7 5 5 0 2 5 0 - 2 5 - 5 0
P r o d u c t i v i t y 2 0 0 0
3 0 0 2 0 0 1 0 0 0 - 1 0 0
P r o d u c t i v i t y 2 0 0 1
Productivity increases by 10 %
Effort
0 1 0 2 0 3 0 4 0 5 0 6 0 7 0 8 0
U S L
Variable Cost 2000
1 6 3 6 6 4
U S L
Variable Cost 2001
Variable costs decreases by 5 %
ReworkReviewTestingTraining
8/13/2019 Am2001 Quality Final
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8/13/2019 Am2001 Quality Final
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Business Process Excellence
Select
Process
Define
As-Is
Develop
Should-Be
Detail
Design
Implement
Process
Monitor
Results
Motorola Six Sigma CFPM Process
Order through Receipt Process»Revenue gain > $ 1 Million
»15% Reduction in renewal time
Talent Deployment Process»96% Readiness In < 22 Days
»70% internal customers > satisfied
Customer Relationship Process»Customer Management Skills
»Relationship Management Process
»Project Initiation Process
8/13/2019 Am2001 Quality Final
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Management Process Excellence
Customer and Market Focused Strategy and Action PlansCustomer and Market Focused Strategy and Action Plans
ResultsTriad
LeadershipTriad
2
StrategicPlanning
2
StrategicPlanning
1Leadership
1Leadership
3
Customer andMarket Focus
3
Customer andMarket Focus
5
Human ResourceFocus
5
Human ResourceFocus
6
ProcessManagement
6
ProcessManagement
7BusinessResults
7BusinessResults
4
Information And Analysis
4
Information And Analysis
Guiding Evolution To World-Class Management Practices
Infosys Leadership System
Customer Value Measurement Support Quality System
Benchmarking - Jugalbandhi
IMC Ramakris hna Bajaj Aw ard
0
250
500
750
1000
A s s e
s s m e n t S c o r e
Scores 450 525 750
MBNQA 1 MBNQA 2 IMC Award
IMC Ramakris hna Bajaj Aw ard
0
250
500
750
1000
A s s e
s s m e n t S c o r e
Scores 450 525 750
MBNQA 1 MBNQA 2 IMC Award
IMC Ramakris hna Bajaj Aw ard
0
250
500
750
1000
A s s e
s s m e n t S c o r e
Scores 450 525 750
MBNQA 1 MBNQA 2 IMC Award
8/13/2019 Am2001 Quality Final
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Coming together to Deliver Customer Value
APAC CAPS CENA ES ESCP EURP SONA WENA
S a t i s f a c t i o n R a t i n g
Customer Satisfaction Internal Partner Satisfaction
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8/13/2019 Am2001 Quality Final
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Quality Process Consulting
A value added service for key customers
To strengthen selected customer relationships
Based on actual implementation experience
A testimonial of customer confidence in Infosys quality
8/13/2019 Am2001 Quality Final
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To Summarize
Core Processes
Leveraging CMM Level 5
Management Processes
Baldr ige Framewo rk
Business Processes
Six Sigma CFPM
8/13/2019 Am2001 Quality Final
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Thank You