Quality Initiative at ISRC
- Quality is a journey with zero defect and customer delight as destination! It is a transformation in the way we think and work together, in what we value and reward and in the way we measure our success.
- For more than 150 years, quality has made Otis the most trusted name in the industry. ISRC, an Otis Company, has adapted ACE- Achieving Competitive Excellence, which is UTC’s worldwide quality strategy.
- In order to follow ACE and meet its Quality Objectives, ISRC has created a well documented Quality Management System-QMS, which focuses on effective offshore development. ISRC QMS has 4 value stream processes: Software Development Life Cycle –SDLC, Software Maintenance Life Cycle-SMLC, Application Acquisition Process-AAP and Application Implementation Process-AIP. These processes have imbibed the best practices of Software Industry standards such as CMMi.
- The processes are supported by well designed work systems which enable standard work. Standard work is the method by which work is simplified and structured to ensure maximum quality, productivity and repeatability over time. Global implementation of HPQC for communicating requirements, prioritizing work and logging and tracking issues is an example of standard work. The tool enforces a standard work practice which is person independent.
- All of these processes have defined metrics and passports (phase end review). The process & project performance metrics are part of Key Quality initiatives and ISRC has created performance dashboard which can be viewed by all employees and customers. The dashboard provides view to real-time performance of all of our customer engagements.
Quality Model - Quality COE:
- ISRC has established Quality COE (Centre of Excellence) and Quality function is organized into 2 Subgroups namely Quality Assurance (QA) Tower and Quality Control (QC) Tower. The Assurance tower provides an Outside-in quality approach and the Control tower provides an inside-out quality improvement approach by deployment of IVV (independent verification & Validation) model.
- QA Tower is primarily responsible for ACE Implementation, Quality Management System (QMS), ACE Review Board (ARB), Process Consulting, Process Improvement and Audits (TPM, EH&S, SOX, ACE & Quality). The goal of QA tower is to institutionalize Gold level process quality within the organization. QA Tower is responsible for defining standards, improve the competencies of the project teams by providing ACE Tools Trainings, deploy design robustness practice and conduct benchmarking studies.
- QC Tower is responsible for product quality. This group uses Mercury Quality Centre (HP) tool as an enabler of the Test management Process. This model has built in centralized control for common Test Management Process, tools and developing people competencies.
- Over past few years the Quality organization is progressing towards institutionalizing defect prevention activities across the organization.
- All processes and related documents are available to the entire organization through the ISRC Quality Management System (QMS) portal.