1. Infotech Enterprises Limited www.infotech-enterprises.com Quality as Value Arbitrage B V R Mohan Reddy, Infotech Enterprises Limited May 23, 2009.

2. 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 3 rd in ISO 27001 certifications after Japan & Britain with 204 certifications. ISO 9001 - India has more than 7700 companies certified for ISO 9001.

3. 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)

4. Short term & Long term initiatives Greater Cost EfficiencyIncrease 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 3Utilisation: 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

5. Our Success Story -.PPT People Process Tools Technology Training

6. Quality Tools – Our Experience Sl. No.CategoryTool 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 ….

7. 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.com 11, Software Units Layout, Madhapur, Hyderabad – 500081 Tel: +91-40-66624355, Fax: +91-40-23101405 Email: info@infotechsw.com