Arvind VermaArvind Verma 2727Snigdha KotnalaSnigdha Kotnala 1919Parikshit KanaseParikshit Kanase 1616Devendra SinghDevendra Singh 4343

Quality Management at WIPROQuality Management at WIPRO

About Wipro• Wipro is the first PCMM Level 5 and SEI CMMi Level 5 certified IT

Services Company

• globally. Wipro provides comprehensive IT solutions and services(including systems integration, IS outsourcing, package implementation, software application development and maintenance) and Research & Development services (hardware and software design, development and implementation) to corporations globally.

• Wipro's unique value proposition is further delivered through our pioneering Offshore

• Outsourcing Model and stringent Quality Processes of SEI and SixSigma.

About Wipro (Cont..)

• Wipro’s position of leadership in the IT business is built on a strong foundation of quality processes (Six Sigma and ISO 9000), Knowledge Management, Innovation & People processes (P-CMM: People Capability Maturity Model). Wipro InfoTech was also one of the earliest adopters of Six Sigma. Besides offering Six Sigma consulting services, the company has used Six Sigma methodology to improve internal process performance in diverse areas to bring about quicker deliveries, higher reliability, simplified processes for customers and employees, call response and personal productivity.

• Today, Wipro address the IT needs of a diverse base of India's largest corporate houses and multi-nationals. Wipro serves its customers round the clock through 8 call centers located across the country. The customer base straddles various cross-sections of the industry including Government, Banking & Insurance, Finance, Telecom, Manufacturing, Healthcare and IT enabled services.

• Fuelled by quality and excellence Wipro blazes ahead with the vision to become the world's leading IT services provider.

How they have done better

Salient features of Wipro’s quality program

•Most mature Six Sigma program in the industry - Ensures that 91% of its projects are completed on schedule, much above the industry average of 55%

•World's first company to be awarded PCMM Level 5 and CMMi Level 5

•World's first SEI CMM ver 1.1 Level 5 software services company

•Defect prevention - Post release defect rates at less than 0.2 per KLOC, amongst the lowest in the industry•Cycle time reduction due to lower rework rate•Cost of failure avoidance and high project visibility

The DSSS (Development of Six Sigma Software) methodologyWipro has the DSSS methodology for software development. The methodology uses rigorous in-process metrics and cause analysis throughout the software development lifecycle for defect free deliveries and lower customer cost of application development.

1) Why the necessity of any Quality Management System Module was felt by the Company?

To get high Customer satisfaction index

To maintain Competitive lead

To adopt best quality practices

Win global outsourcing contracts

2) Which particular quality model Company has selected?2) Which particular quality model Company has selected?

ISO 9000Six SigmaSEI CMMPCMM and CMMi

3) How the implementation plan was prepared and which 3) How the implementation plan was prepared and which organization members were involved? organization members were involved?

All Head of the deptt and top Management people were involved

4) Was there any resistance to change from employees for 4) Was there any resistance to change from employees for implementing this quality models. If yes, how they manage implementing this quality models. If yes, how they manage

resistance to change?resistance to change?

No, there was no resistance to change

5) What are the benefits received due to implementation of 5) What are the benefits received due to implementation of quality model of the organization?quality model of the organization?

PCMM•Matching of changing customer needs with available competencies•on-time, on-budget project deliveries regardless of project size and complexity

Six SIGMA•Six Sigma brings in customer focus•Defect reduction (software defects reduced by 50%) •Cycle time reduction (rework in software down from 12% to 5%) leading to improved product quality•Waste elimination and increased productivity upto 35%•Cost of failure avoidance (Installation failures down from 4.5% to 1% in hardware business)•Tangible cost savings due to lower application development cost for customer

5) What are the benefits received due to implementation of 5) What are the benefits received due to implementation of quality model of the organization?quality model of the organization?

CMM•Better control of products and processes•Lower effort and schedule overruns (91% projects completed on schedule as opposed to an industry average of 55%)•Better project risk management •Significantly reduced costs (cost savings upto 35%)•High customer satisfaction

CMMi•Better requirements specification•More powerful design evaluation•Enhanced quantitative project management techniques•Highest possible value to customers

6) What are the pitfalls of quality model implementation?6) What are the pitfalls of quality model implementation?

Excessive documentation in form of

-Quality policy statement-Quality objectives-Quality Manual-Quality Procedures-Work Instructions-Quality Records

7) What is the contribution of Quality Management System in 7) What is the contribution of Quality Management System in improving business results?improving business results?

Enhanced productivity upto 35%cost savings upto 35% and faster time-to-market upto 75%.An over 50-90 per cent cycle time reduction over 35 projects involving customers enabled time and cost savings and faster time-to-revenueWorld wide recognition & credibilityQualification to bid on new contracts worldwideImproved corporate quality imagecustomer retention and increased scope for future engagements.

Ex: In a project for a retailer, the company reduced the test case execution time and brought down the number of test cases from 848 to 167. giving benefits to the Wipro team and the to the customer in terms of reduced execution time and test result analysis time.

8) How you measure effectiveness of Quality Management 8) How you measure effectiveness of Quality Management System ongoing basis? System ongoing basis?

-As per Quality Plan-In-process inspection-Final product inspection-Clear records - pass / fail- External Inspection-Review product nonconformities and customer complaints-Record results and discuss in management review

Thank You !!!Thank You !!!