Total Quality Management is the mantra at Tranquilmoney. Our culture requires quality in all aspects of the company's operations, with processes being done right the first time and defects and waste eradicated from operations.
Quality practices have been introduced at every stage of the delivery process to build, improve, monitor and ensure quality.
The TQM system helps plan and monitor daily work management. Every employee is either accountable for some results or directly responsible for them. For every result there may be one or more success indicators, or managing points. For every result there may be one or more process indicators, or checking points. These are integrated in a single place with the help of the TQM Automation system, called TQM Online, which enables:
PDCA Cycle (Plan Do Check Act) is followed to ensure Quality. The application, job setup and processes are designed to meet the committed accuracy level.
Each process is designed to ensure productivity, quality and delivery. When a project is signed / for pilot processing, a DRM (Design Review Meeting) is conducted. The team works out the Detailed Project Specifications and Clarifications document. The Metrics for each process and person is decided so performance can be measured.
Process Conformance Report (PCR / Checklist) and Quality Control Process Chart (QCPC) both for product and process are maintained.
Training: The training program for any new recruit is designed in such a way to ensure quality. The induction program includes training on TQM concepts and other QC tools. Existing employees undergo training programs on Six Sigma, ISO 9000 and Testing.
SOPs and WIS: A set of Work Instructions (WIS) and Standard Operating Procedure (SOPs) are defined for each process that there is no deviation to the instruction / specification. Exceptions are handled immediately to avoid bottlenecks.
Stage Inspection: Stage inspection is carried during each process and final inspection is done for the whole product/ process. When a new project is started Quality Assurance check is done to ensure client's specifications are met.
Quality audits are carried out each quarter for each department to ensure that SLAs are met, processes are being followed, and required documents are maintained. If there is a Customer complaint or Non-Conformance on any process or people a detailed causal analysis is done to identify the root cause and come up with a preventive action plan.
Audits are conducted by a team of trained Internal Quality Auditors. The Auditors are identified based on their experience and qualification. The HR team identifies the training requirement and sends the team for Quality related training like Six Sigma, ISO 9000 and Testing.
Quality Testing: Product testing and Process testing are done by a team of QC analysts / testers. They report to the Conformance Executive or the Project Manager.
Metrics are defined for each process and person responsible for the process. Performance Metrics are based in PQDCM (Productivity, Quality, Delivery, Cost and Morale) model. Each individual is reviewed with PQDCM metrics each week, so as the process.
Each individual is measured based on their performance and additional incentive is given for innovative and creative ideas which implemented will increase productivity or reduced operational cost.
Customer satisfaction surveys are conducted to get feedback on each project.
New requirements, learnings during reviews, quality audits, non-conformance meetings are recorded and routed for incorporation into existing processes or new processes are defined.
Det Norske Veritas (DNV) conducts an external audit at Tranquilmoney's back office in India once a year. The internal audit team conducts audits once a quarter.