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Benefits of ISO 9001 Certification

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    Cost of Quality   Needs Your Attention Not Sometimes But Always   Authors   Manas Chakraborty, Symu Koul, & Suresh Sundararajan, ETS-IV&VS HCL Technologies, Chennai Dr Usha Thakur, ATS Technical Research HCL Technologies, Chennai    Cost of Quality: Needs Your Attention Not Sometimes But Always Page 2 CoQ: Needs Your Attention Not Sometimes But Always © 2010, HCL Technologies Ltd. June 2010    Cost of Quality: Needs Your Attention Not Sometimes But Always Page 3 Contents Introduction ............................................................................................................................................................ 4 Purpose ................................................................................................................................................................... 4 CoQ and Its Relevance ............................................................................................................................................ 5 CoQ Service from HCL ............................................................................................................................................. 7 CoQ as an Integral Part of SDLC ........................................................................................................................ 12 Benefits ................................................................................................................................................................. 14    Cost of Quality: Needs Your Attention Not Sometimes But Always Page 4 Introduction In and of themselves tools and technologies are not very useful and when they end up in the hands of people who do not understand their significance, they are as good as not having any. By the same token a software solution is not very valuable in itself, but it can serve as a powerful tool for enabling and transforming business operations; in fact, it has the potential of giving impressive business results. Of late, IT roles, activities, solutions, and services have come under the scanner of business executives and are being assessed for the extent to which they create (business) value i.e., help company executives in achieving strategic objectives such as giving their company a competitive edge, increasing profit margins, cutting overall operational costs, retaining existing customers and obtaining new ones, increasing customer satisfaction, improving internal communication, and speeding up time-to-market for software products and services. It is, therefore, not surprising that the impact of software solutions and services is increasingly being measured in terms of business criteria such as Return on Investment (ROI) and Return on Quality (ROQ). Moreover, businesses are no longer willing to work within the confines of IT silos; they want IT to adapt easily to the dynamic needs of business without compromising on quality. If the goal of software solutions is to improve the way a business is run so that it becomes more profitable and healthy, then Cost of Quality (CoQ) is a key approach for achieving that kind of improvement. The principles of CoQ are well established in the manufacturing industry, given its long history. 1  Their relevance in determining the quality of software solutions has been understood only in the last couple of decades, mostly in the context of the costs incurred as a result of delivering poor quality software. The main idea behind a CoQ approach is to increase revenue and decrease operational cost by reducing rework and maximizing opportunities. Purpose The purpose of this paper is to illustrate the significance of incorporating CoQ principles in software solutions and to evaluate its impact on business. It also highlights HCL’s capabilities in analyzing IT projects and implementing the CoQ approach across business domains, which bear ample testimony to the fact that CoQ is a business opportunity and not a cost centre. This paper will be of interest to IT professionals who are exploring ways to help their companies speed up time-to-market and cut operational cost. 1  For an interesting read on this see, Matthew Littlefield, The Cost of Quality: Benchmarking Enterprise Quality Management, (2007) http://www.hertzler.com/php/portfolio/white.papers.php [April 2010]->represents when the site was accessed. 
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