Suneetha Kalluri is the Delivery Assurance Manager of Hi Tech Solutions Unit (ISU) at Tata Consultancy Services (TCS) Limited. Suneetha holds a Master’s degree in Information Systems and has over 13 years of work experience in the industry of which 2 years were in software development. For the past 11 years, Suneetha has been part of the Delivery Excellence Group, managing delivery assurance, audits, and process improvements. Suneetha is responsible for implementing process for Metrics and Customer Satisfaction analysis in the ISU. She is responsible for the further deployment and improvement of Metrics and CSS in the ISU.
Conference Track: Creative Approaches to CMMI Adoption
The quality of services is measured by a set of metrics at various frequency intervals (mostly monthly), as per process. This periodic measurement will not yield the desired end measure and may not meet the given targets when constraints are introduced during process execution. This session will introduce our approach, a real-time process control that deployed on various service models and monitored for one and half years. The project's productivity in terms of utilization, increased by 10% (Y-o-Y). This approach of in-process controlling, referred to as a lead measure, helped the projects in achieving a significant improvement/benchmark of services performance and meeting the customer-given targets.