TQM and employee involvement in infosys

1. By
Aflah
Sharath G Pillai
Jithin C
Juliet C F
Sameeda

3.  Quality of service
 Process of service
 Service quality
 System crash

4.  DMAIC (Define,Measure,Analysis,Improve &
control)
THIS IS ORGANIZATIONAL BASED
 DMADV(Define,Measure,Analyze, Develope,
& Verify)
THIS IS BASED ON CUSTOMER NEEDS AND
SATIFACTIONS

5.  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

6. Products Offering Service 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 Developmen
t &Maintenance,
 Corporate Performance
Management,
 Enterprise Quality
Services
 Infrastructure Services
 Packages Application
Services
 Product Engineering
 Systems Integration

7.  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

9.  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”

11.  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

13.  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

15.  This phase entails formulation of solution for the issues
identified and implementing them in the project.

16.  Weekly Status Report
 Analysis of incident
 On-call resolution
 Process knowledge

17.  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.

18.  Skill management
 Sales collaboration
 Employee network management
 Knowledge networks
 Employee on-boarding
 Alumni networks

20.  Powers the employee engagement platforms by
automatically providing suggestions and recommendations
in six default dimensions

21.  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