SYNTEL Consider It

Done!!!By

Shivani ChaudharyB-36

About the company• FOUNDER: Bharat Desai, Neerja Sethi• COMPANY TYPE: IT services and consulting• HEADQUATERED: Michigan, USA• SERVICES: IT, Business consulting and

Outsourcing• REVENUE: 911 Million USD

POLICY• We ensure customer satisfaction through

continual process improvement and timely delivery of high quality information technology services

• Therefore, Syntel as a company beliefs in Continuous Process Improvement Technique to deliver its solutions (IT) worldwide

Quality ASSURANCE PROCESS•  Delivering consistent results is at the core of

quality assurance procedures

• To deliver products and services with consistent results, you can implement the Shewhart Cycle, which uses four steps: Plan, Do, Check and Act (PDCA)

• Quality assurance relies on a strict definition of what is acceptable and not acceptable from a product or service

THE SYNTEL WAY OF DOING IT..

• Quality Assurance Group (QAG) is an independent team within Syntel

• Objective of ensuring process compliance and process facilitation to meet the objectives

• QAG enables project teams to deliver high-quality work products

• rigorous process trainings, process facilitations, stringent process compliance checks and institutionalization

Quality Assurance process

• QAG plays a vital role in defining the wide Quality Management System with– CMMi model– ISO standards– SAS 70 controls – industry best practices

Capability Maturity Model Integration (CMMI) is a process improvement training and appraisal program

– AG collects the metrics data from projects and consolidates the same at an organizational level

– This analyse the current process performance and improvements

• Internal process compliance checks are conducted by QA Auditors

• It measures the performance and its effectiveness using a Project Quality Index (PQI) checklist framed in-line with CMMi expectations

• QAG provides process consulting services to clients in terms of conducting gap analysis of the existing process to the industry standards and models such as CMMi

CMMi levels• Initial (chaotic, ad hoc, individual heroics) - the starting

point for use of a new or undocumented repeat process.• Repeatable - the process is at least documented

sufficiently such that repeating the same steps may be attempted.

• Defined - the process is defined/confirmed as a standard business processes.

• Managed - the process is quantitatively managed in accordance with agreed-upon metrics.

• Optimizing - process management includes deliberate process optimization/improvement.

• defines process inline with the practices, structuring and defining metrics framework and conducting process compliance checks

• QAG has a detailed process to obtain, analyse and measure the level of Customer Satisfaction (CSAT)

• Customer feedback is obtained on various parameters

THE PROCESS• Syntel’s Quality Management System

Comprises of three main steps:– Quality management as the apex

document– Department manuals(HR, Marketing,

Finance, Operations etc.)– Processes, guidelines, forms,

templates, checklists.QMS documents are kept in the QA portal of the company

THE QMS PROCESS

THE BASE..• Syntel has the base CMI, SIX SIGMA and ISO

as their base for quality assurance

• So keeping these three things as their basics, Syntel tends to move towards attaining its goal

• As shown in the previous slide quality management, focus, implementation and checks is carried out by these standards