Ms. Sheeba Kizhakkayil is part of the Operations and Delivery Excellence group of HiTech Business unit at Tata Consultancy Services (TCS). Based out of TCS' Delhi Office, she is responsible for monitoring and analyzing project performance and providing support to management in ensuring experience of certainty to TCS clients. Sheeba Kizhakkayil has been involved with Software and IT for last 20 years in various roles including project management and the deployment of process models such as ISO and CMMI. She is a CMMI assessor for Services and qualified for Development assessment as well.
Conference Track: Improving Quality with CMMI
In one of our large customer engagements, project teams were experiencing some challenges in meeting a few of the operational SLAs such as First Time Right. Upon analysis, it became clear that many defects were leaking from the DEV to SIT and UAT. To bring consistency in delivery quality, the team has initiated a series of improvement projects. Besides corrective actions, detailed RCA was performed using techniques such as Fishbone analysis. Preventive and improvement actions were identified and tracked to closure. In this presentation, we will share the approach adopted by our team to improve and sustain delivery quality. This initiative has helped the team to achieve full operational SLA compliance and customer satisfaction.