1. Creating
A
Mindset of Quality and Delivery
Excellence
An experience sharing
Note: This valuable experience is 1st hand and proved that it works
wonder...as a guest lecture it was shared with M.Tech students of BITs
Pilani......may be of interest/help to you

2. 1. Background
2. Objective
3. Challenges in implementation for a sustainable
system
4. Experience sharing on implementation techniques
(Beyond Book) for success
5. Success-What it leads to
Table of Contents

3. Implementation of quality and Delivery Excellence
system
1. New Delivery Centre
2. New projects and extended projects from other centre
3. New project/ program managers and team members
4. Quality and DE team
Background

4. Objective
1. Implement the Quality system developed in line with CMMI
level 5 and other world class practices for IT Application
Development and Maintenance Services
2. Achieve ISO 9001-2000 certification and CMMI level 5 during
reappraisal within target time of one and half to two years
3. Manage the quality of delivery of projects at par or better than
the other delivery centre at the earliest possible time
4. Achieve or exceed desired client satisfaction
5. Develop a mindset and a quality culture
6. Most important objective was to manage Quality and Delivery

5. 1. New centre and New people to the organization (PMs, Team Leads and
Team Members)
2. Lack of understanding of the defined system
3. Number of projects delivered was increasing exponentially
4. Tendency to skip or non adherence to quality processes during busy delivery
time
5. So called Time constraint
6. Psychology of Student’s syndrome
7. Resistance to document
8. Scared of getting blame
9. Resistance to non acceptance to faults
10. Very small quality team
11. And many more…..
Challenges in implementation for sustainable
system

6. Implementation Techniques for success
Strategy to overcome challenges: Develop PM’s and project’s capability
Techniques applied
1. Daily morning one to one informal friendly meeting with PMs
2. Quality Ambassador program
3. Extensive centre wide technical, process, methods, project management
trainings conducted by the PMs, Team lead, and Team members
4. Develop trainer cum implementation guides across the projects to help each
other
5. Guiding to new projects in implementation and issue resolution
6. Experience sharing, with other projects
7. Recognition and rewards
8. Win : win and harmonious relationship between quality and project teams

7. Ultimately what it resulted into
 Removing the resistance to accept quality processes in the
projects
 An empowered project team with a mindset and culture of
quality and client satisfaction
 Sustainable quality system in projects without much push
from the dedicated quality team
 Achieve certification without much problems and efforts
 Quality team get more time for R&D and innovation to develop
simple yet world class processes and practices
Success: What it leads to