IN IT SECTOR By:
• Indudhar
• Jayant
• Mahantesh
• Karthik
WHAT IS TQM?
• TQM is an integrated organizational approach in
delighting customers (both external and internal) by
meeting their expectations on a continuous basis
through everyone involved with the organizational
working on continuous improvement in all
products/processes along with proper problem
solving methodology.
• “TO DELIVER HIGHEST VALUE AT LOWEST
COST” is the main objective of TQM
• Total – Made up of the whole (or) Complete.
• Quality – Degree of Excellence a product or
service provides to the customer in present
and future.
• Management – Act , art, or manner of
handling , controlling, directing, etc.
TQM is the art of managing the whole to
achieve excellence.
Scope of TQM
TQM is the foundation for activities, which includes:
• Commitment by senior management and all employees
• Meeting customer requirements
• Reducing development cycle times
• Improvement teams
• Reducing product and service costs
• Systems to facilitate improvement
• Employee involvement and empowerment
• Recognition and celebration
• Challenging quantified goals and benchmarking
• Focus on processes / improvement plans
This shows that TQM must be practiced in all activities, by all
personnel, in Manufacturing, Marketing, Engineering,
R&D, Sales, Purchasing, HR, etc.
5 Principles of TQM
• Produce quality work the first time.
• Focus on the customer.
• Have a strategic approach to improvement.
• Improve continuously.
• Encourage mutual respect and teamwork.
Benefits of Implementing TQM
– Image of the organization has improved.
– Reduction in inventory.
– Shorter lead time in design, manufacturing, procurement
service etc.,
– Reduction in rejections and complaints.
– Customer satisfaction.
– Quality cost % to turnover reduction.
– Lower manufacturing cost.
– Continuous improvement.
Six Sigma at Wipro Technologies: Thrust
on Quality
• Wipro Limited was established in 1945 and
commenced its operations in 1946 as a
vegetable oil company.
• In the early 1980s, Wipro diversified into the
Information Technology sector
91% of the projects are completed on
schedule against industry average of 55%.
An overview of Six Sigma
What is Six Sigma?
• The word is a statistical term that measures how far a
given process deviates from perfection.
• Six Sigma is named after the process that has six
standard deviations on each side of the specification
window.
• It is a disciplined, data-driven approach and
methodology for eliminating defects.
• The central idea behind Six Sigma is that if you can
measure how many “defects” you have in a process,
you can systematically figure out how to eliminate
them and get as close to “zero defects” as possible.
The key challenges involved were:
• Reduce the data transfer time
• Reduce the risk
• Avoid interruption due to LAN/WAN
downtime.
• Parallel availability of the switch for the other
administrative tasks during the same period.
At WIPRO, Six Sigma means:
• Have products and services meet global
benchmarks
• Ensure robust processes within the
organization
• Consistently meet and exceed customer
expectations
• Make Quality a culture within.
Six Sigma Methodologies:
Six Sigma
Developing New Improving Existing
Processes Processes
Reengineering
DSSS+ DSSP DCAM DMAIC TQSS CFP
DSSS+ (Developing Six Sigma Software) - Software Development
DSSP (Designing Six Sigma Process & Product) –Software Development
DCAM (Design for Customer Satisfaction and Manufacturability)-
Hardware design & Manufacture
DMAIC (Define, Measure, Analyze, Improve, Control) - Helpdesk, Infra
support, Call centre
TQSS (Transactional Quality Using Six sigma)- defect reduction
CFPM (Cross Functional Process Mapping) - Cross functional
streamlining of process
People at Six Sigma
• Green Belts (GB)- trained in Six Sigma who spend a portion of
their time completing projects, but maintain their regular work
role and responsibilities. 10% to 50% of their time on their
project(s).
• Black Belts (BB)- the experts in Six Sigma methodologies and its
usage. Heart and soul of the Six Sigma quality initiative. complete
four to six projects per year with savings of $230,000 per year.
• Champions- Facilitate the leadership, implementation and
deployment of Six Sigma philosophy
Six Sigma concepts have played an important role
in:
• Improving performance through a precise quantitative
understanding of the customer’s requirements thereby
bringing in customer focus
• Improving the effectiveness in upstream processes of the
software development life cycle by defect reduction (software
defects reduced by 50%) and cycle time reduction (rework in
software down from 12% to 5%).
• Waste elimination and increased productivity up to 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.
Benefits to customers:
• 30-40% lower total cost of ownership
• 20-30% higher productivity
• On-time deliveries (93% projects completed
on time)
• Lower field defect rates (67% lower than
industry average).
Resources and Gains at Six Sigma:
1400
1200
1000
800 Black Belts
Projects
600 Savings(Millions)
400
200
0
1997-98 1998-99 1999-2000 2000-01 2001-02 2006-07
Thank you
