TQM IN INFOSYS

By

Aflah

Sharath G Pillai

Jithin C

Juliet C F

Sameeda

TQM IN SERVICE Quality of service Process of service Service quality System crash

APPROACHES OF SIX SIGMA DMAIC

(Define,Measure,Analysis,Improve & control)

THIS IS ORGANIZATIONAL BASED DMADV(Define,Measure,Analyze,

Develope, & Verify)THIS IS BASED ON CUSTOMER NEEDS AND SATIFACTIONS

INTRODUCTION TO INFOSYS Established by N. R. Narayana Murthy and six engineers in Pune

Started in 1981 by seven people with US$ 250,headquartered in Bangalore, India

Revenues of US$ of 8.25 billion, profit US$1.75 billion & total Asset of 9.53 billion

First IT Company from India to be listed on NASDAQ.

First Indian Company to Introduce Employee Stock Options(ESOP) program

Offices in Germany, Sweden, Belgium, Australia, Canada ,China and two development centers in the US

Employee strength grows to over 160,405

PRODUCTS AND SERVICES

Products Offering Service Offering

Finacle Flypp Infosys Edge Infosys HIMI Infosys MaskIT Health Benefit Exchange Infosys mConnect Infosys Research On

Demand Infosys Unified

Communication and Collaboration (UC)

iTransform Supply Chain Visibility

Application Development &Maintenance,

Corporate Performance Management,

Enterprise Quality Services

Infrastructure Services Packages Application

Services Product Engineering Systems Integration

CHALLENGES FACED BY INFOSYS Fixed Price base: number of resources utilized in

inversely proportional to the project profit margins. Provides flexibility in deciding the number of resources.

Service Level Agreement (SLA): SLA leads to penalty and hence loss of revenue for the vendor, making it essential to put a control mechanism in place which keeps a strict vigilance on SLA

Increased turnaround time (TAT): time taken for incident creation to its closure. It is related to the SLA of an incident

PROBLEM - DEFINITION

CRITICAL SUCCESS FACTORS Reduction in turn around time: Lead to

cash(L2C) and Trouble to resolve(T2R), L2C TAT has direct impact on revenue. T2R whereas customer delight is a stake Reduction in volume of incidents : change in

technology led to exponential increase in volume of incidents

Resource Optimization : customer is adopting Multi-vendor theory in order to maintain cost pressure on the service provider

Customer Delight: right solution to the customer in first go itself. “ Right First Time”

ANALYSIS PHASE SLA: 1. Lack of code reusability2. Critical repetitive incident being

handled differently3. Delayed action on incidents accepted4. Dependency on other interfaces5. Lack of knowledge sharing in the team

PARETO ANALYSIS

ANALYSIS - CONTINUATION Turnaround time (TAT) : Define in

various ways based on project specific scenarios. TAT is analyzed to determine the key cause of increase in incident cycle time.

Volume of incidents : to facilitate the reduction in number of incidents

IMPROVEMENT PHASE – STRATEGY CATALOGUE

This phase entails formulation of solution for the issues identified and implementing them in the project.

CONTROL PHASE Weekly Status Report Analysis of incident On-call resolution Process knowledge

EMPLOYEE ENGAGEMENT PLATFORM Effective collaboration through the real-

time sharing of information and ideas Sharing thoughts, perspectives and data

with the growth of geographical boundaries

Increase employee productivity & continuous innovation.

SOLUTION Skill management Sales collaboration Employee network management Knowledge networks Employee on-boarding Alumni networks

ARCHITECT DIAGRAM

SOCIALEDGE CONTEXT ENGINE

Powers the employee engagement platforms by automatically providing suggestions and recommendations in six default dimensions

AFTER IMPLEMENTATION Reduction in SLA Misses1. Reduction of number incidents being

solved within time2. Time was saved per incident3. Increase in number of incidents being

solved Reduction in incident Volume 1. Efficient use of resources and efforts

spend by resources

THANK YOU