1. 1 © Mahindra Satyam 2009 Quality Management System Mahindra Satyam’s Quality Guide ISO 9000 - 15 Slides

2. 2 © Mahindra Satyam 2009 What is ISO 9000 ?  International Standard for Quality Assurance  Quality by focus on “process” and not on “product”  ISO defines “whats” and not “hows”  Focus on – documented Quality system covering all ISO requirements – functioning in compliance to the documented Quality System Mahindra Satyam Confidential

3. 3 © Mahindra Satyam 2009 ISO means Equal Principles are applicable for  10 or 10,000 employees  products or services  this country or that country – Standard is renamed as – ANSI / ASQC Q90 in USA – ISO : IS 9000 in India – BS EN 9000 in UK Mahindra Satyam Confidential

4. 4 © Mahindra Satyam 2009 ISO 9000 Series 9000Quality Management and Quality Assurance Standards 9003Model for Quality Assurance in Final Inspection and Tests 9002Model for Quality Assurance in Production, Installation and Servicing 9001Model for Quality Assurance in Design, Production, Installation and Servicing - All elements Mahindra Satyam Confidential

5. 5 © Mahindra Satyam 2009 INPUTS OUTPUTS PROCESS Software Project Mahindra Satyam Confidential

6. 6 © Mahindra Satyam 2009 Servicing Delivery Testing Contract Design Execution Method Man Machine Money Very Good Equipment Rework Reject Status Customer Supplied Product Software Project - Life Cycle Mahindra Satyam Confidential

7. 7 © Mahindra Satyam 2009 Servicing Delivery Testing Contract Design Execution Method Man Machine Money Very Good Equipment Rework Reject Status Customer’s Product 4.3 4.4 4.6 4.18 4.9 4.11 4.10 4.14 4.13 4.15 4.19 ISO 4.7 4.12 Software Project - Life Cycle Mahindra Satyam Confidential

8. 8 © Mahindra Satyam 2009 20 ISO Clauses: 4.1Management Responsibility 4.2Quality System 4.3Contract Review 4.4Design Control 4.5Document and Data Control 4.6Purchasing 4.7Control of Customer Supplied Product 4.8Product Identification and Traceability Software Project - Life Cycle Mahindra Satyam Confidential

9. 9 © Mahindra Satyam 2009 20 ISO Clauses (Contd.): 4.9Process Control 4.10Inspection and Testing 4.11Control of Inspection, measuring, and test equipment 4.12Inspection and test Status 4.13Control of nonconforming product 4.14Corrective and preventive action 4.15Handling, storage, packaging and Delivery Software Project - Life Cycle Mahindra Satyam Confidential

10. 10 © Mahindra Satyam 2009 20 ISO Clauses (Contd.): 4.16Control of Quality Records 4.17Internal Quality Audits 4.18Training 4.19Servicing 4.20Statistical Techniques Software Project - Life Cycle Mahindra Satyam Confidential

11. 11 © Mahindra Satyam 2009 Servicing Delivery Testing Contract Design Execution Method Man Machine Money Very Good Equipment Rework Reject Status Customer’s Product 4.3 4.4 4.6 4.18 4.9 4.11 4.10 4.14 4.13 4.15 4.19 ISO 4.7 4.12 Software Project - Life Cycle Mahindra Satyam Confidential

12. 12 © Mahindra Satyam 2009 ISO - Benefits  Market Advantage (Europe in particular)  Baseline standard for Quality System  Serves as a Foundation for other programs (TQM, Baldridge, SEI-CMM etc....)  Reduces Audit Redundancies  Documented System offers the potential for cost improvement Mahindra Satyam Confidential

13. 13 © Mahindra Satyam 2009 ISO - Summary  Document What you Do  Do What you Documented  Check on the Difference  Act on the Difference  Analyze the Results  Improve the QMS Mahindra Satyam Confidential

14. 14 © Mahindra Satyam 2009 Mahindra Satyam Confidential Mahindra Satyam’s Quality Certification  ISO 9001 Certification – TickIT Scheme – March, 1995  ITAA Certification for Y2K process – May, 1997

15. 15 © Mahindra Satyam 2009