Improving Service Level Performance - Phoenix Process Quality Management

Transcription

1 Improving Service Level Performance - Phoenix Process Quality Management

2 If you re traveling on a Boeing or Airbus, drive a BMW, Mercedes, Citroen or Peugeot, banked with Deutsche Bank, used an NCR ATM, bought a Nokia mobile phone or service from BT, traded with JP Morgan or Goldman Sachs, bought an insurance policy from AIG or Aegon, used an AMD based PC, communicated through a CISCO router, read a novel from Penguin enjoying Dr. Pepper, shopped at Dixon s or Nike, then you have been using my services. I am a quiet company enjoying being in my customers shadow I am HCL 2

3 Company Profile HCL Technologies Global Product Engineering, IT Services, Infrastructure, & BPO Company HCL Infosystems Hardware & System Integration company Focused on Indian Market Global Presence Fact Sheet Domestic Presence 26 marketing offices in 16 countries Distributed delivery US, UK, Malaysia, Singapore & India Total Revenue $ 3.3 Bn EBITDA $ 283 Mn Market Cap $ 5.4 bn 35,000 + employees No. 1 PC brand in India 170 offices across the country with over 300 service locations BPO Division A Snapshot Started in the Year, 2001 Ranked # 3 in the Industry Revenue $ 129+ Million # of Employees 10,

4 What s happening to the United States? We re sending our jobs overseas,and it won t be long before they re all gone. Foreign interests are eating our lunch, our product quality is slipping and we re not doing a thing about it The issues 25 years ago weren t that much different than they are today. Quality Digest, Nov 2006

5 Rule#1: Build cars that cannot be improved. Rule #2: And then, improve them.

6 Presentation Path Looking Back What Gurus Say? Quality movement in India Future 6

7 Looking Back 7

8 What Gurus say?

9 Shewhart, Walter A The father of statistical quality control He brought together the disciplines of statistics, engineering and economics. Economic Control of Quality 9

10 Shewhart, Walter A 10

11 Dr.W.Deming Dr. W. Edwards Deming has been called "The Father Of Quality" Dr. Demings 14 points: Create consistency of purpose for improvement of product and service. Adopt the new philosophy. Cease dependence on mass inspection. End the practice of awarding business on price alone. Improve constantly and forever the system of production and service. Institute training. Institute leadership. 11

12 Dr.W.Deming Dr. Demings 14 points: Drive out fear. Break down barriers between staff areas. Eliminate slogans, exhortations, and targets for the workforce. Eliminate numerical quotas. Remove barriers to pride of workmanship. Instigate a vigorous program of education and retraining. Take action to accomplish the transformation. 12

13 Control Chart Voice of the Process Voice of the Customer Process Stability Process Capability Process Improvement 13

14 Process Unstable &Not Capable LNPL LSL USL UNPL Voice of the Customer Voice of the Process 14

15 Process Stable but Not Capable LNPL LSL USL UNPL Voice of the Customer Voice of the Process 15

16 Process Stable & Capable LSL LNPL UNPL USL Voice of the Process Voice of the Customer 16

17 CONTROL CHART 95% 84% 74% 63% 53% 42% 32% 21% 1-Dec 2-Dec 3-Dec 4-Dec 5-Dec 6-Dec 7-Dec 8-Dec 9-Dec 10-Dec 11-Dec 12-Dec 13-Dec 14-Dec 15-Dec 16-Dec 17-Dec 18-Dec 19-Dec 20-Dec 21-Dec 22-Dec 23-Dec 24-Dec Process Unstable and Not Capable Quality Date Quality Avg(X) UNPL LNPL USL LSL 17

18 Process Stable but Not Capable CONTROL CHART 95% 84% 74% 63% 53% 42% 32% 21% 1-Dec 2-Dec 3-Dec 4-Dec 5-Dec 6-Dec 7-Dec 8-Dec 9-Dec 10-Dec 11-Dec 12-Dec 13-Dec 14-Dec 15-Dec 16-Dec 17-Dec 18-Dec 19-Dec 20-Dec 21-Dec 22-Dec Quality 23-Dec 24-Dec Date Quality Avg(X) UNPL LNPL USL LSL 18

19 Process Stable and Capable CONTROL CHART 100% 90% 80% 24-Dec 1-Dec 2-Dec 3-Dec 4-Dec 5-Dec 6-Dec 7-Dec 8-Dec 9-Dec 10-Dec 11-Dec 12-Dec 13-Dec 14-Dec 15-Dec 16-Dec 17-Dec 18-Dec 19-Dec 20-Dec 21-Dec 22-Dec 23-Dec Quality Date Quality Avg(X) UNPL LNPL USL LSL 19

20 Crosby, Philip Four Absolutes of Quality: The First Absolute : THE DEFINITION OF QUALITY IS CONFORMANCE TO REQUIREMENTS, NOT AS GOODNESS The Second Absolute : THE SYSTEM FOR CAUSING QUALITY IS PREVENTIVE, NOT APPRAISAL. The Third Absolute : THE PERFORMANCE STANDARD MUST BE ZERO DEFECT, NOT "THAT'S CLOSE ENOUGH" The Fourth Absolute : THE MEASUREMENT OF QUALITY IS THE PRICE OF NONCONFORMANCE, 20

21 Juran Joseph. M Juran's trilogy: Planning, control, and improvement Break through Vital few and trivial many 21

22 Juran s, Cost of Quality The cost of quality, or not getting it right first time, Classified into: Failure costs Scrap, rework, corrective actions, warranty claims, customer complaints and loss of custom Appraisal costs Inspection, compliance auditing and investigations Prevention costs Training, preventive auditing and process improvement implementation 22

23 Armand V Feigenbaum Originator of Total Quality Control, often referred to as total quality. Concept of the "hidden plant Quoted a figure of up to 40% of the capacity of the plant being wasted. Quality 23

24 Ishikawa, Kaoru Fish bone diagram known as the Cause and Effect diagram Improve the performance of teams in determining potential root causes of their quality problems. 7 QC Tools 24

25 Shigeo Shingo Toyota Production System. JIT (Just-In-Time) philosophy. Poke Yoke system of mistake-proofing Lean Manufacturing 25

26 Dr. Genichi Taguchi Taguchi Methods. The Loss Function Orthogonal Arrays and Linear Graphs Robustness Mahalanobis Taguchi System To Improve Quality, Don t Measure It 26

27 Quality movement in India 80 software centers on the planet that are assessed at CMM Level 5. Of all those centers, 60 are in India. World s first PCMM (People-CMM) Level 5 and CMMi organizations Large number of COPC certified companies Lucas TVS was awarded the Deming award in 2004 Rane Motors was awarded the Deming award in

28 Quality movement in India ISI Quality Council NIQR CII NASSCOM QAI TQMI KPMG 28

29 Quality Awards MBQA Deming Award EFQM Rajiv Gandhi National Quality Award NASSCOM CII IEEE 29

30 Customer Satisfaction 30

31 Six Sigma Invented in Motorola and Promoted by GE 3.4 defects per million opportunities Huge Financial Saving Great Customer Satisfaction This is not the program of the month. This is a discipline.this will be for ever. Jack Welch 31

32 Future: Quality definition Satisfied Customer Satisfied Employee Satisfied Employer 32

33 Future: Two areas of Focus Education Teaching Training Learning Health 33

34 Future: India- a Developed Nation 34