Syntel is an IT services and consulting company headquartered in Michigan, USA. It ensures customer satisfaction through continual process improvement and timely delivery of high quality services. The company believes in continuous process improvement to deliver solutions worldwide. The Quality Assurance Group is an independent team that ensures process compliance and facilitation to meet objectives. It defines the quality management system using standards like CMMI, ISO, and SAS 70. The QA process involves planning, doing, checking, and acting to deliver consistent results. Quality assurance also relies on strict definitions of acceptable and unacceptable products and services.

1. SYNTEL
Consider It
Done!!!
By
Shivani Chaudhary
B-36

2. 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

3. 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

4. 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

5. 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

6. Quality Assurance process

7. • 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

8. • 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

9. 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.

10. • 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

11. 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

12. THE QMS PROCESS

13. 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