TQM in Infosys By Onkar Mayekar

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 OfferingService 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 reusability 2. Critical repetitive incident being handled differently 3. Delayed action on incidents accepted 4. Dependency on other interfaces 5. 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 Misses 1. Reduction of number incidents being solved within time 2. Time was saved per incident 3. Increase in number of incidents being solved  Reduction in incident Volume 1. Efficient use of resources and efforts spend by resources

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