Capability Counts 2018

1 & 2 May, 2018

Reston, VA

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Human Error Prevention To OSAP

Mahesh Palagani, CGI

Human Error Prevention To OSAP

How did your improvement help the organization achieve its goals?

Improved customer satisfaction and onshore satisfaction score by 27%. Zero penalties paid to client and Zero RED engagements. Reduction of Human Errors over the last year by 20% and 100% Success on the change deployments with zero escalations. Improved morale of the members and commitment to the organization. Improved automation opportunities by 20% and 60% of the L2 jobs were moved to L1 by shift left initiatives.

How did adoption or use of the CMMI contribute to the improvement?

This model is easy to adopt and systematically implement across the organization step by step and can evaluate implementation benefits at different stages.

Why should this implementation be considered successful?

Improved customer satisfaction and onshore satisfaction score by 27%. Zero penalties paid to client and zero RED engagements. Reduction of human errors over the last year by 20%. 100% success on the change deployments with zero escalations. Improved morale of the members and commitment to the organization. Improved automation opportunities by 20%. 60% of the L2 jobs were moved to L1 by shift left initiatives. Discipline in the team due to process clarity and there by improved team work.


Mahesh Palagani

Mahesh Palagani is versatile leader having 20 years of experience in quality management in the services, development and Business processes. He was an ATM for SVC, DEV and PCMM and worked in various capacities as SEPG Head, BU quality head etc in the telecom, manufacturing, banking and energy domains.