Quality Functional Manual

QWAY-FM000 I Ver 4.1

Copyright © 2023, Tech Mahindra. All rights reserved.

Company Confidential Quality Function Manual

Table of Contents
Table of CONTENTS
1 INTRODUCTION ....................................................................................................................... 3
2 POLICIES, OBJECTIVES.............................................................................................................. 3
3 CONTEXT OF ORGANIZATION .................................................................................................. 3
4 ORGANIZATION STRUCTURE ................................................................................................... 4
4.1 ORGANISATION CHART .................................................................................................................. 5
4.2 ROLES AND RESPONSIBILITIES ......................................................................................................... 5
5 KEY PROCESSES/SUB-FUNCTIONS ............................................................................................ 5
5.1 SBU DA TEAM ............................................................................................................................ 6
5.1.1 DA checks done during the Project Management lifecycle: 8
5.1.2 Delivery Excellence Partner Program (DEP) 8
5.2 PROCESS EXCELLENCE GROUP ......................................................................................................... 9
5.2.1 PEG 9
5.2.2 Metrics Council 10
5.2.3 Business Excellence – The Mahindra Way (TMW) 11
5.3 AUTOMATION ............................................................................................................................ 12
5.4 COMPLIANCE ............................................................................................................................. 12
5.4.1 Central Audit Function 13
5.4.2 Support Unit Assurance (SUA) 14
5.5 OPERATIONS SUPPORT ................................................................................................................ 15
6 INTERFACES WITH OTHER FUNCTIONS................................................................................... 16
7 RISK MANAGEMENT .............................................................................................................. 16
8 SERVICE LEVEL NORMS (SLN) ................................................................................................. 16
9 QUALITY RECORDS ................................................................................................................ 17
10 STATUS REPORTING TO MANAGEMENT ................................................................................ 18
11 ESCALATION MATRIX ............................................................................................................ 18
12 REFERENCES .......................................................................................................................... 18
13 GLOSSARY ............................................................................................................................. 19
14 DOCUMENT HISTORY ............................................................................................................ 20
15 ANNEXURE 1 BALANCED SCORECARD – QWAY ...................................................................... 22
16 ANNEXURE2 – ROLES AND RESPONSIBILITIES ........................................................................ 22

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1 INTRODUCTION

Quality Function in Tech Mahindra is called as QWAY and it is primarily a function in IT Division that provides
an independent view on the progress made towards meeting business objectives and customer requirements.
Through quality policy deployment, QWAY helps to ensure that overall management processes, support
function processes, engineering practices, and project / programs are executed as per the defined standards
& processes and ensure that the monitoring of the performance is done at regular frequency.
QWAY is also responsible for establishing and maintaining the Business Management System (BMS) compliant
with various best in class quality models (TMW) and latest industry standards like ISO 9001:2015, ISO 20000-
1:2018; ISO 27001:2013, ISO 22301:2019, CMMI Level 5 (v2.0), TL9000(RH6.2/MH5.6) and in line with the
company’s business objectives.

2 POLICIES, OBJECTIVES

Quality Policy: We are committed to provide solutions and services to our customers, which are
predictable, relevant and reliable. We will strive to enhance customer experience through collaborative
approach to innovation and continual process improvements.

Qway Charter is defined to operationalize and agree on how the Quality policy and the Quality objectives
are met. The main tenets being to design, develop and deploy systems, processes and methods to meet the
needs (current & future) of Tech M delivery function to enable them to cater the customer needs.
The Quality Objectives are derived from the Quality Policy:
• Building best in class methods/processes, adopting relevant tools and global best practices & being
certified for the international standards.
• Enabling the implementation through industrialisation of processes built
• Encourage continuous improvements by employing PDCA methodology and build a system of healthy
comparisons through regular benchmarks.
The Quality objectives are translated into quantified objectives for QWAY. These are then cascaded and
translated into the Balanced Scorecard. Refer Annexure 1 at the end of the document.

3 CONTEXT OF ORGANIZATION

Tech Mahindra offers convergent, digital, design experiences, innovation platforms and reusable assets which
connect across several technologies to deliver tangible business value and experiences to our stakeholders. In
order to achieve greater agility towards executing agreed goals, the organization moved towards a federated
structure, which in Tech M parlance came to be known as ‘SBU Structure’.
Within Tech Mahindra, QWAY is an independent function enabling delivery units to achieve their objective
and customer satisfaction.
Refer APEX Manual (GOV-PO000) for detail on relevant Internal and External Issues that affect the ability to
achieve the intended results of Tech Mahindra’s Quality Management System.

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Following table gives an understanding of the needs and expectation of interested parties and how are these
monitored and reviewed.

Interested Monitoring & Review

Needs/Expectation Objectives
Party mechanism

Customers • Project deliverables • On time delivery, • Customer reviews and

(External) as agreed, reliability • Right First Time, relationship management
and value • Zero defect • Customer feedback
• Management review

Customers • Keeping aligned • Industry standard • Management reviews

(Internal) with relevant processes/practices and • SBU/IBG/IBU Level Reviews
processes/practices measurement metrics

Delivery • Guidance and • Achieving the target of QI, • CSAT surveys

teams support for delivery Audit Adherence, Project • Management reviews
excellence Maturity levels, project • SBU level reviews
metrics and customer and
contractually specified KPIs
• Process improvements

External • Complying with the • Implement and sustain the • Periodic audits
Auditing chosen industry compliance to standard • Closure of NC’s on time
Agencies & standards as scoped requirements
Internal Audit • Objective evidence for
Groups assessments

Internal • Guidance and • Achieving set SLNs of • ICSAT surveys,

Support support for support business processes • management reviews
Functions functions excellence excellence and customer, • SBU level reviews.
contractually specified KPIs
and Audit Adherence
• Process improvements

4 ORGANIZATION STRUCTURE

In line with IT Division’s philosophy - ‘Connected World, Connected Experiences’ the QWAY function is
structured and organized into central Qway Functions such as PEG, MC, OS(PMO), TMW, DEP and SBU Delivery
Assurance (DA).
QWAY function focuses on implementation of Quality Policy, QM practices, drives organization-level initiatives
and quality improvements including BMS process definition, deployment and enhancement.
QWAY Team aligned with the SBUs (referred as DA – Delivery Assurance) supports projects to enable process
implementation, ensure delivery excellence and customer satisfaction

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This alignment helps QWAY to become an integral part of the delivery organization and help foster customer
centricity and improve operational effectiveness and efficiency.

4.1 Organisation Chart

4.2 Roles and Responsibilities

Refer Annexure 2

5 KEY PROCESSES/SUB-FUNCTIONS

The Business Management System (BMS) of Tech Mahindra is an integrated system of processes based on the
PDCA cycle (Plan–Do-Check–Act) focusing on continuous improvement of our products and services. It meets
the requirements of international standards like ISO 9001, ISO 27001, ISO 27701, ISO 27017, ISO 27018, ISO
20000, ISO 22301, TL9000 and AS9100.
The purpose of Tech Mahindra’s Business Management System is to:
• Establish Tech Mahindra wide processes to implement quality policy & other policies outlined in the
Apex manual
• Consistently provide products and services which meet/exceed requirements of relevant interested
parties which include All associates, Customer amongst others
• Describe the interaction between various processes used in developing, testing and maintaining the
products and services
BMS processes cater to all Processes starting from Lead Generation till Order to Delivery and support function
processes through the BMS components shown below:

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5.1 SBU DA Team

SBU DA team ensures implementation of process, policies, and procedures as defined in Business
Management Systems. Quality Consultants associated with the delivery unit provide consultation to the
projects, monitor implementation of these processes, help in building improvements through various
improvement mechanisms such as Maturity Level improvement and Quality Index.

Scope:
SBU DA teams are aligned to the SBUs. Adherence and monitoring of the projects in scope is achieved by DA
through various assurance activities.

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SBU DA Activities:

PLAN DO
• Responsible for implementing and monitoring • Facilitate in preparation of Project Plan
DA practices and DA plans within their respective document and Operational Process document,
business units and reviewing of the same
• Plan for of all the quality interventions such as • Provide consultation to delivery projects on the
IQA, DRA, DA, Kick-offs, PMR etc. processes to be implemented
• Ensure proper process tailoring happens based • Facilitate PMRs and QMRs as per the agreed
on project / client requirements frequency (mostly quarterly)
• Plan for standard metrics including customer • Review SBU/Program/Project Performance
mandated metrics. through the various Qway Tools used and ensure
timely action closure
• Timely escalation of high-risk projects through
risks raised in the Risk Management Tool[R1]
• For High and Medium risk projects, updates to
be provided at account level through AED –
Account Escalation Dashboards.
• Ensure timely reporting & actions taken on
Customer Complaints and Escalations
• Ensure identified metrics are submitted by the
projects and - its review
• Facilitate RCA and corrective actions as part of
the defect prevention activities planned
• Help project teams to do small improvements
such as Kaizens
• Facilitate to take projects to high maturity, i.e.,
L4, L5
• Facilitate Project closure where appropriate,
capture of lessons learnt
Act Check
• Ensure NC verification and Closure providing • Monitor implementation of Quality
necessary escalations for timely closure Improvement Practices across delivery
• Action items from Audit/PMR/QMR/QG • Track the various performance parameters thru
findings are closed Cluster reports for coverage, compliance and
• Action plan for CSAT low feedback tracked to process effectiveness
closure • Improve and drive better QA reporting
• Address team sourcing with help of RMG mechanisms in line with the management
• Ensure competency building within the team expectations
and for self, by monitoring of the mandatory • Review the performance of QA function at
skills that they require to undertake cluster level with leadership
• Ensure audits/PMRs are conducted as planned
• QGs are conducted at planned milestones
• Review and monitor, High Risk projects, and
EWRs on monthly basis
• Review projects for Maturity Levels L4/L5 and
ensure case studies are in place

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• Ensure internal audits are conducted and NCs

are closed on time
• Coordinate with the Metrics Council for Metrics
Analysis

5.1.1 DA checks done during the Project Management lifecycle:

Delivery Assurance Toll Gate is an independent and outcome focused process to ensure project /service meets
the stated business requirements
The Delivery Assurance Toll Gate check is performed for each milestone of each phase within each stage of
the project life cycle right from Pursuit (RFP), Project Initiation & Planning, Execution and BAU stage.
The project moves to the subsequent phase based on the outcome of Delivery Assurance review. Review is
performed by QC who determines whether the deliverable for a milestone is as indicated in the project plan,
SOW and the objectives mentioned have been achieved.
Refer Delivery Assurance Toll Gate Procedure (ITS-PR026) for further details

5.1.1.1 Deliverability Readiness Assessment (DRA)

DRA (Deliverability Readiness Assessment) is a first intervention of DA (Delivery Assurance) during post win
stage. Early intervention of DA during P4 or P5 stage can aid delivery team to ensure readiness for a project to
start green from day1 and identify risks and its mitigation.
For further details please refer DRA Procedure SOL-PR005

5.1.2 Delivery Excellence Partner Program (DEP)

The DEP Program aims to set up an independent health assessment of Large Deals by experienced delivery
leaders within TechM in the form of Delivery Excellence Partners (DEPs) on a periodic basis

The salient features of the DEP Program are as below:

• The DEP health assessment would be conducted basis a well-defined delivery excellence framework
designed to bring out the focus areas that need to be addressed for large deals during both pursuit and
execution stages
• The DEP program aims not just to conduct independent health assessments, but to also coach and
mentor the delivery team, by leveraging the extensive experience of our qualified DEPs
• The DEPs will be conducting these assessments as an additional responsibility along with their current
roles within their respective SBUs
Intent of DEPs is to identify and address the fault line if any and support the Programs to get back to Green,
on track. DEP allocation on Large Deals to be managed under Qway leadership. DEP will be supported in their
assessment by an extended team from Quality and other relevant functions

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5.2 Process Excellence Group

5.2.1 PEG
PEG is responsible for identifying the process needs of the organization, and to implement and monitor the
continual process improvements across the organization. The objective being simplified and relevant
processes ensuring agile delivery
Scope:

PEG Activities:

PLAN DO
• Prepare a plan (Charter for the year) at the • Implementation of activities as per the plan.
beginning of the year e.g. Jan to March’21 for • Review and finalisation of CRs with CCB
FY21’22. • Process definition as per Hub tickets
• Plan for process improvements, trainings, key received/proactive improvements
initiatives, certifications • Monthly BMS Releases
• Process Evangelisation
• Trainings
• Support to Certifications/Org initiatives
Act Check
• Act on CRs received • Feedbacks through Hub/ Other sources based
• Further process changes as result of on review of Processes released in BMS/Audit
improvements/reviews analysis/ Organisation initiatives
• Process automation through Qway Tools [R1] • Change Requests based on analysis of current
• Analyse process training feedback in terms of performance, Organizational goals and
training material content and where required innovations in the industry.
take appropriate action • Review and Approval by CCB
• Training Feedback

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5.2.2 Metrics Council

Metrics Council defines process measurement system for projects, collects metrics performance data,
analyses the same and publishes the results. Council also drives for metrics-based improvement/ awareness
projects at organization level. Process for metrics management is defined in “Metrics Collection and Analysis
Procedure (GOV-PR011)”
Metrics analysis also includes causal analysis, identification of improvement actions and their monitoring, as
defined in “Corrective and Preventive Action Procedure (Gov- PR010)”.
Scope:
• Metrics collection and analysis process
• Metrics definitions guidelines
• Guidelines for building Process Performance Models
• Process performance baseline procedure
• Review of targets for the metrics
• External benchmarking of metrics
Activities:

PLAN DO
• Goal setting for the various lifecycles/types of • Defining organizational level metrics for
projects different solution offerings by continuously
• Identify and drive new quality initiatives across aligning with the current business needs and
Organization that are related to industry best customer requirements and latest external
practices and available through quality / business benchmarking analysis
model (e.g. CMMI, TL9000) • Data collection from eligible projects and
• readiness for QI computation
• Publish overall Quality Index for Projects,
Programs, IBUs, IBGs and SBUs along with detailed
analysis
• Benchmarking key process metrics with
relevant peers/competition
• Analysing Metrics submitted for Process
Performance Baselines (PPBs) and base lining
Process performance by arriving at periodic PPBs
which will aid projects in setting up goals for the
metrics chosen by them to manage the project
• Preparing and publishing the organization level
process performance models
• Preparing and reporting trends across various
industry benchmarks like ISBSG, SPIN etc.

Act Check

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• Initiate CAPA activities for identified • Verifying the data accuracy and correctness for
improvement areas due to PPB, Benchmarking, metrics data submitted for projects
QI • Compare performance w.r.t. PPB,
• Training on Metrics program and QPM Benchmarking, QI across cycles
• Assist PEG in process improvements based on • Validating and approving project level
requirement of models that will be taken up time prediction models and metrics models used by
to time, for implementation the project teams

5.2.3 Business Excellence – The Mahindra Way (TMW)

The Mahindra Way (TMW) is our Group's business excellence model. It is an approach that extends beyond
the quality of our products & services to encompass excellence in all functions, processes and operations
within the businesses in the Mahindra Group. Refer Bluebook for Business Excellence Practices[P12]

The objective of the TMW team is the help IT Division achieve higher levels of TMW Maturity Stages.
Scope: IT Division
Activities:

PLAN DO
• Plan and facilitate TMW implementation • Prepare the process owners and guide them to
• Facilitate TMW planning and selection of prepare the document that captures progress on
business-critical processes for improvement implementation of TMW principles in their areas
through adoption of TMW principles which is needed for TMW assessment
• Plan and execute necessary trainings and • Participate in the annual assessment
facilitation for the teams taking up TMW • Liaising with MIQ
improvement projects • Conduct annual planning workshops
• Plan periodic reviews on selected business • Guide and facilitate improvement teams
critical processes project progress with • Work closely with the process owners to
stakeholders and monitor timelines implement the TMW guidelines and the best
practices in their processes

Act Check
• Standardization of templates for assessment • Periodic review of TMW activities and reporting
• Institutionalization of evaluation criteria’s the same to TMW Steering Committee and Top
• Ensure cross learning between teams and Management
processes • Periodic assessment of progress towards
• Continuously bring in quality management implementation of improvement actions and
knowledge with outside experts and guidelines.
organizations and share it within organization
• Carry out TMW promotional activities within
company

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5.3 Automation
The Automation team within Qway works as part of the larger Automation Team supporting the Qway Tools
in scope.
The objectives of the team are:
• Maintain Qway Tools in scope refer [R1]
• Address change requests pertaining to the Qway Tools coming from business (for critical CRs only or as
per priority defined by CIO team supporting the changes)
• MIS / Dashboards for the management from QWAY on need basis

Activities:

PLAN DO
• Identify, prioritise and plan for the Tool related • Resolve Issues/Queries for Qway Tools in scope
inputs gathered from the Issues/queries from with technical assistance from CIO as needed
users for the Qway Tools in scope and CRs raised • CR requirement documentation and discussion
with CIO

Act Check
• Training/orientation on Qway Tools supported • UAT for the implemented CRs

5.4 Compliance
Compliance sub function ensures effective audits and assessments for the defined processes and provide
Process Assurance to support functions. They are also responsible for sustaining the organization’s
certifications.

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5.4.1 Central Audit Function

The team helps to improve the effectiveness of Internal Audits & Assessments to ensure sustenance of
Certification’s in good state for the various management frameworks established and aligned to the industry
recognized standards (e.g., QMS; ITSM; ISMS; BCMS; HSE; Aerospace, Medical, TL 9k, etc). They are entrusted
with providing early warnings by conducting of Internal Quality Audits for the various Standards / Management
Framework.
Scope:
• Internal Quality Audits and organization level certifications based on the requirements from Delivery
and Support Functions.
Activities:

PLAN DO
• Plan, Select and contract manage external • Perform detailed analysis of all internal audit
audit agencies parameters and release dashboards to enhance
• Collect and compile locations, auditable the effectiveness of Audits and disseminate the
projects and finalization of audit schedule observations to QWAY/Business teams.
• Planning, Coordination of Logistic support for • Program management of external audits
the External Auditors Coordination with external auditees and auditors
• Plan for the process improvements pertaining for smooth conduct of audits
to the framework of Internal Auditing and • Support for selection and contract
circulating the information regarding the management of audit agencies for location and
progress through Periodic communication to all project specific certification requirements like
relevant stakeholders. Aerospace, TL9K, HSE and ISO 13485 etc.
• Plan for Internal Audit Trainings to ensure • Coordination with internal & external
upskilling of internal quality auditors stakeholders for smooth conduct of AS9100 and
TL9000 certifications
• Extend support to DA for delivery projects
internal audit readiness of respective account or
location or organization
•
•
• Provide support to Sales teams in providing
responses to RFP / RFQ’s related to org level
quality certifications

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Act Check
• Liaise with External Certifying agencies for • Monitor Maturity index
adoption and maintenance of Certifiable • Monitoring & tracking the teams to take
Standards an Organization / Account level effective and timely actions for closure of audit
• Strengthen the audit process through observations/Lessons learnt.
competency building interventions • Perform Gap analysis on Standard undergone
• Maintain IQA Apex level artefacts such as revision/upgrade & inform respective interested
Internal Audit procedure, Guidelines, templates, parties to perform necessary changes
Audit checklists for the applicable standards / • To verify the process compliance through
processes, IQA Help document and internal conduct of internal quality audit for the defined
auditor’s training artefacts based on any scope.
improvements improvement suggestions coming • Monitor Non-conformities
as a result of audit findings/NC analysis
• Audit Tool and Audit Process improvements

5.4.2 Support Unit Assurance (SUA)

This team part of Compliance function is responsible for contributing to performance improvement of Support
Functions through effective process assurance and support them in all internal, external assessments & audits.
Refer: Procedure for Support Unit Assurance QMG-PR005
Scope:
• The support functions within the organization – Management, Business and Associates handling IT
operations.
Activities:

PLAN DO
• Plan and assist the support function in • Facilitate Support Functions in developing,
identifying and implementing Process implementing and improving the effectiveness of
Improvements identified through Customer the QMS through document reviews, process
feedbacks, Internal/External audits and improvements and drive ICSAT annually
assessments or reviews. • Facilitate Support Units in preparation for
• Prepare and Plan for the annual IQA calendar external and customer audits and provide
for support functions. training wherever required.
• Scheduling, assigning internal auditors • Drive the Internal Customer Satisfaction Survey
• Plan for IQA enhancements for the support (ICSAT) survey annually in collaboration with
functions QWAY PMO group.
• Conduct Internal Quality Audits as per the
standards followed for the scoped functions at
defined frequency
• Facilitate scoped support functions in
preparation for “The Mahindra Way”
assessment.
• Providing support to Sales teams in providing
responses to RFP / RFQ’s related to org level
quality certifications Support to RFP/RFQs

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Act Check
• Support implementation of Action Items and • Tracking of Non-Conformances and areas of
closure of NCs identified during the IQA and improvement
external audits.
• Drive Organization level Business Process
Improvements by collaborating with various
stakeholders involved

5.5 Operations Support

Operation Support sub function has MIS (Management Information Systems) team to assist the QWAY
Function Head in planning, budgeting and managing the activities for QWAY function
Scope:
• Management Information Systems (MIS) QWAY Function

Activities:

PLAN DO
• Assist Function leaders for any support • Ensure the reach out of Quality Policy and
needed in Planning the Budget for the FY for Quality Philosophy to all associates
the group and monitor the same for the year • End to End Management of Internal Customer
• Plan and organize Function Level Induction Satisfaction survey (ICSAT) for Support
for New Joiners Functions and Competency Support Groups
• Plan for capability building of the QWAY (CSGs)
team - Maintain the Skills database of the • Resource Management - Liaise with the RMG
QWAY associates teams and monitor the fulfilment of requests
raised
• Coordination of important meetings, events in
QWAY viz. MRM, Quality related events
• Maintain the Central Repository for Data
Backup and Retrieval for QWAY Team
• Interfacing with various Central Teams / SBU
DA Pillars on need basis to satisfy their ad-hoc
needs and requirements
• Periodic reporting the status of the Health,
Progress and Overall functioning of QWAY DA
Team through various dashboards and reports
published on a periodic basis
• Organize best practice/knowledge sharing
sessions for the QWAY team
Act Check

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• Track all details of projects and ensure Project • Data consolidation requests from QWAY
master, Qway Tools data is up to date. leadership to compile critical reports for review
• Generate & Track the Reports at various by Qway Senior Management
frequencies (Monthly, quarterly etc.)

6 INTERFACES WITH OTHER FUNCTIONS

Sr. Interfacing
Interfacing areas of work
No Function
1 Delivery Delivery excellence, customer satisfaction, process definition, compliance, improvements
QWAY related tools support, Metrics and external assessments
2 Support Business support excellence, internal customer satisfaction, process definition, compliance
functions and improvements, Metrics and external assessments
3 CIO Design and implementation of QWAY tools

4 TLS Liaise for upskilling related creation of SKUs, trainings, upskilling input data into the NAD
system
5 ISG Periodic security audits, assessments for the function
6 Large Deal For conducting PRA and DRA of eligible large deals
Team
7 Presales Liaising for PRA for eligible deals for self-assessment for non-large deals and panel assessment
Team for large deals
6 CCO CAPS, customer escalations and customer feedbacks (CSAT)

7 RISK MANAGEMENT

Qway Risks are identified and tracked in the Qway Tool. The Risks are reviewed periodically. Opportunities
should be recorded in the Opportunity Register (GOV-TP014).

8 SERVICE LEVEL NORMS (SLN)

# Service/ Activity SLN Target Frequency Responsibility

Description/
Measure
1 ICSAT Schedule Within 2 months of cycle Annual OS (PMO)
compliance closure
2 DA Checks % Coverage >=90% for Tech M Quarterly DA
Managed
4 Quality Index Publishing QI To ensure the Final QI Monthly Metrics Council
score lifecycle score gets published for a
wise and overall, month within the next 30
for each SBU and days as per metrics data
at Org level received for the month".
5 Analysis of metrics Publish lifecycle Analyse and publish PPB Half yearly PEG (Sub
data wise Process every 6 months. group: Metrics
Performance (Rel-I – Jan to Jun to be Council)
Baseline published by Sep of the

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# Service/ Activity SLN Target Frequency Responsibility

Description/
Measure
same year, and
Rel-II – Jul-Dec to be
published by Mar of the
subsequent year)
6 BMS 85% Monthly PEG
Service Requests Defined as per the
various categories
of tickets raised in
Hub
7 Audit & Assessment Analyse the Audit 100% Quarterly IQA
Insights parameters and
release the IQA
analysis to
stakeholders
8 Process Compliance Compliance to >= 90% Half-yearly SUA
Audits audit schedule
9 To respond to the As soon as possible/as per Regular
Respond RFPs on queries received the criticality of RFPs IQA
standard/certification
& Audit
10 TMW – Assessment Share the DTMW 5 weeks prior to Annual TMW Team
document to MIQ assessment date
11 TMW – Assessment Share the PPTs to 3 weeks prior to Annual TMW Team
MIQ assessment date

Whenever there is a significant deviation in the performance from the agreed service level norms, corrective
actions will be initiated.
Refer Corrective and Preventive Actions Procedure [GOV-PR010].

9 QUALITY RECORDS

The table below identifies the records maintained by QWAY (records are maintained in a soft copy either in
MINK, Appropriate Tool or available as action items in JIRA.
# Record description Media Responsibility Retention Period
(Custodian)
1 Audit Schedule Refer [R1] Audit Tool Corporate Audit 3 years from the date of issue
Champion
2 Audit Reports and NC Refer [R1] Audit Tool Corporate Audit 3 years from the date of issue
Reports Champion
3 Review Records Mails from the review Author/Team Till next version of document
of BMS authority owning the is issued
Documents Process changes
4 Process Soft copy Metrics Council 3 years from the date of issue
Performance (Organizational Assets
Baseline Library in BMS)
5 R
QI dashboard Repository on Mink Metrics Council 2 years from date of issue

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# Record description Media Responsibility Retention Period

(Custodian)
6 ICSAT ICSAT Tool/Repository OS/PMO 2 Years
on Mink

7 Process compliance Mink PMO 2 Years

dashboard

8 Benchmarks Soft copy Metrics Council 3 years from the date of issue
generated for (Organizational Assets
below defined Library in BMS)
lifecycles
• Waterfall
• Agile
• Testing
• MS

10 STATUS REPORTING TO MANAGEMENT

S. Report Name Prepared By Recipient(s) Frequency of

No. reporting
1 Corporate ICSAT Report OS/PMO Support Heads, CBU Heads, Annual
Quality Head
2 Delivery Risk Management DA Leads & Delivery Heads, IBG Heads, Quality Monthly
(DRM) Report DRM Team Head, DA Head
3 Cluster Reports (BMS, Metrics, OS/PMO DA Heads, QWAY Head Monthly
Training, Audit, PMR, Support)
4 QWAY BSC report OS/PMO BSC Team, Top Management Quarterly
5 Org Goals-lifecycle wise Metrics QWAY Leadership, SBU DA Yearly
Council Heads
6 QI Dashboard Metrics Delivery Heads, IBG Heads, Quality Monthly
Council Head, DA Head

11 ESCALATION MATRIX

QWAY escalation matrix is available under “Help & Support “option in BMS.

http://bms.techmahindra.com/_layouts/15/WopiFrame2.aspx?sourcedoc=/Help%20and%20Support/QWAY
%20Escalation%20Matrix.xls&action=default

12 REFERENCES

Procedures

• [P1] Apex Manual GOV-PO000

• [P2] Internal Audit Procedure QMG-PR001

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• [P3] Risk Management Procedure GOV-PR003

• [P4] Management Review Procedure GOV-PR004
• [P5] Process and Technology Improvement Procedure GOV-PR012
• [P6] Metrics Collection and Analysis Procedure GOV-PR011
• [P7] Corrective and Preventive Action Procedure GOV-PR010
• [P8] Configuration Management Procedure PRJ-PR001
• [P9] Customer Feedback Procedure GOV-PR007
• [P10] SUA procedure document – QMG-PR005
• [P11] Customer Complaints Handling procedure – GOV-C- PR013
• [P12] Bluebook for Business Excellence Practices – BE-PR001
Process Enabler Tools
[R1] Qway Tool List QMG-RF003

13 GLOSSARY

Term/ Explanation Term/ acronym Explanation

AED Account Escalation KM Knowledge Management
Dashboard
AHM All Hands Meet MIQ Mahindra Institute of Quality
BMS Business Management MRM Management Review Meeting
System

CCB Change Control Board NCNon- Sales CRM stage wherein verbal
ConformanceP4 communication/LOI is in place

CCO Customer Centricity P5 Sales CRM stage wherein contract is signed

Office

CDG Competency Delivery PEG Process Excellence Group

Group
CDU Competency Delivery PMR Project Management Review
COO Chief Operating Officer PPB Process Performance Baseline
CSAT Customer Satisfaction PRA Pursuit Risk Assessment
DA Delivery Assurance QC Quality Consultant

DEI Delivery Excellence Index QI Quality Index

DEP Delivery Excellence QWAY Quality Group

Partner
DP Defect Prevention RAG Red, Amber, Green
DRA Deliverability Readiness SQM Senior Quality Manager
Assessment

FTE Full Time Equivalent SUA Support Unit Assurance

IBG Independent Business TMW The Mahindra Way

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Term/ Explanation Term/ acronym Explanation

IBU Integrated Business Unit TLS Training & Learning Services

ICSAT Internal Customer VOC Voice of Customer

Satisfaction
ISG Information Security
Group

14 DOCUMENT HISTORY

Version Date Author Reviewed by Approved by Nature of changes

(function)

First version after

1.0 11-Nov- Usha KP, Amita Thenmozhi S, Anil Syamala Lanka
2013 Rege, Anil Sane, Sane, Sanjeev integration
Bharati S, Maria Chikodi, Syamala
B, Sanjeev C, Lanka, Amita Rege
Saurabh A

1.1 4-Sep- Vandita M Syamala Lanka Syamala Lanka Updated SLN details in Section 6
2014 QWAY SERVICE LEVEL NORMS
(SLN)

28- Updated Roles and

2.0 Vandita M, Anil Sane. Bharati S. Syamala Lanka Responsibilities post change in
May- Pushpanjali Sanjeev C. Amitabh Org structure SLN: Measure for
2015 Matcha S. Saurabh A. Major PI to be tracked on basis
Sushant T of call date.
SLN: Target Compliance
% for Support Function audits
changed from 80% to 90%
w.e.f. Q3 FY 14-15

Structural Changes
incorporated after review by
QWAY Leaders and function
head’s inputs

Issue 12-Dec- Rajeev Kerur, Laxman Amitabh Removed Tech M address in

2.3 2017 Subramanian, Shanker Cover Page. Changed Copyright
Bindu Binu
Ashwini Chaudhari, in footer from 2015 to 2017; As
Nandhakumar per ISO 9001:2015, updated
Kuttackada, Kshipra context of the Organization and
Dande Risk Management.
1. In section 3.0: Added table
to describe interested parties.

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Version Date Author Reviewed by Approved by Nature of changes

(function)

Dipali Shanbhag, 2. Section 4.1 ; Modified

Rajith Athrayil, QWAY chart
Viteshver Tyagi. 3. Page 9: Modified Executive
Summary diagram
Sukriti Kumar, Bindu
Binu, Swati Pai 4. Section 5.1: Deleted E2E
diagram
5. Section 5.1.1: Page 11 – DA
function chart modified
6. Section 5.3: Modified
contents and function
structure (removed CCM and
Bid Audits)
7. Section 6: Added section
and table for interfaces with
other functions
8. Section 7 : Added section on
Risk Mgmt.

V3.0 22-Nov- Anand Umrani, Sukriti Kumar, Sanjeev Chikodi Removed LSS reference, Added
2021 current BSC, NAD, updated the
Ashwini Sharada Patil,
interested parties and support
Chaudhari
Rajeev Kerur, function interfaces, ,SLNs, org
Madhuri Kenjale. chart, reference to
benchmarking, Added CAST,
Swati Pai,
Updated Annexure 2 - Roles and
Poonam Masarkar Responsibilities

V 3.1 1st Mar- Channabasappa Anandrao Narayan Anandrao ASPICE certification details
2022 Nandgadi Narayan added

V4.0 17-Oct Ashwini Sanjeev Chikodi, Sudha Qway Org chart updated.
2022 Chaudhari Yegnanarayanan Removed NAD reference,
Kshipra Dande,
Reference for Qway Tools List
Anand Umrani, added. DA Toll gates revised
Laxman added with DRA, reference to
Subramaniam, Automation added, R&R revised
for all roles, PDCA for every sub-
Poonam Masarkar, function revised, SLNs revisited
Amitabh Shanker,
Sharada Patil

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Company Confidential Quality Function Manual

Version Date Author Reviewed by Approved by Nature of changes

(function)

V 4.1 17-Mar- Ashwini Amitabh Shanker Sanjeev Chekodi Remedy Reference removed and
2023 Chaudhari replaced with Hub

15 ANNEXURE 1 BALANCED SCORECARD – QWAY

The weightages and targets for BSC change for each year depending on the Organizational strategic
priorities, initiatives and based on past performance of the function. BSC for Qway Head is cascaded
further down to the team

16 ANNEXURE2 – ROLES AND RESPONSIBILITIES

The below mentioned table covers key responsibilities of each role player only and do not constitute all the various
responsibilities performed by them.

The Qway team members have to complete the role-based SKUs assigned in NAD–Learn.

QWAY ROLES and RESPONSIBILITIES

QWAY FUNCTION
Head QWAY • Monitoring effective implementation of the Quality Policy
• Define and set the KRAs for the entire Qway and monitor performance against the targets set
• Enable set up of the Pursuit Risk Assessment (PRA) and Deliverability Readiness Assessment
(DRA) process frameworks to ensure assessments are conducted for all Focus deals in scope
• Enable DEP program setup for assessment of large deals implement, achieve and
maintain applicable certifications across all locations
• Ensure timely Executive Management Reporting
• Report on the performance of BMS in Management Review Meeting and advice on the
standards / models / best practices to be adopted at the organizational level.
• Authorize QWAY processes and monitor process improvements
• Brand Building of QWAY
• Ensure effective conduct of ICSAT
• MR activities for organization
• Ensure rollout of integrated delivery platform and automation
IBU Head • Monitoring effective implementation of the Quality Policy
QWAY (Enable • Implement, achieve and maintain applicable certifications across all locations
• Help the Qway DA team to plan and achieve the KRAs as per targets set
Head) • Ensure all assessments viz. PRA, DRA for eligible focus deals are conducted as per plan
• Ensure DEP for large, complex programs are planned and conducted
• Ensure ICSAT score target is achieved
• Ensure that there are zero escalations without early warning alerts being raised
• Drive SBU strategic initiatives and integrated rollout of delivery platform and tool
automation
• Manage specific initiatives taken by QWAY /major process improvements
SBU DA Team
• Strategize, prepare and track the DA function charter/plan for the financial accounting year
Head DA in line with the Organisation KRAs defined

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• Overall responsibility to implement and monitor QA practices in the Business Units

• Identify and drive areas of improvements thru various mechanisms such as TMW,
automation, QI etc; facilitate in achieving the targets defined
• Define KRAs, and set the KRA targets for DA function; ensure meeting the KRA targets
• Usage and internal rollout of the integrated delivery platform and Tools to reap benefits
planned
• Revise the cluster level plans and strategy based on the periodic results / outcome
• Provide improvement inputs, proposal to QWAY leadership
• Address team sourcing and improve team competency
• Ensure that there are no customer escalations without early warnings along with SQM’s and
provide relevant data and support to the stakeholders
• Ensure timely conduct of Internal Customer Satisfaction within the organisation as per the
prescribed frequency.
• Ensure Pursuit Risk Assessments (PRA) and Deliverability Risk Assessments are conducted
for all focus deals as per the categorization matrix
• Conduct periodic IQA on BMS applicable projects and ensure QG coverage
• DEP assessments for large, complex transformation programs
• Publishing critical risk reports at IBU / IBG / SBU and overall health's status governance with
SBU D&O heads.
• Ensure SKU completion in NAD as published on DEXT
• Ensure Mcares score as per target is achieved for the team
• Own end-to-end implementation of DA in projects supported
• Prepare quality plans and strategy
• Agree to the KRA targets and implement for their respective Clusters
• Prepare and monitor Cluster Level plans
• Responsible for implementing and monitoring QA practices and DA plans within their
respective business units
• Plan and ensure proper implementation of all the quality parameters such as IQA, DA, Kick-
offs, etc.
• Ensure PRA/DRA are conducted for all eligible deals
• Ensure DEP assessments are conducted for large deals
• Help customize the processes and frameworks as per requirements of the business
• Provide pre-sales support in responding to queries, RFP’s and RFI
• Ensure Internal Customer Satisfaction within the Cluster
• Provide necessary data and support to the management for high risk and low EBITDA
projects
• Review and monitor, High Risk projects, and EWRs on monthly basis
• Review the progress on DA along with the IBG SPOCS
• Ensure proper coverage and compliance of all the performance parameters
SQM • Review projects for Maturity Levels L4/L5 and ensure case studies are in place
• Ensure that monthly Unified Dashboards are sent to the IBU/IBG heads to reflect the status
of the compliance in their Units
• Provide support in terms of any data and issues required for the projects which have
customer escalations
• Provide the necessary guidance to delivery units for external certification audits and
assessments
• Facilitate in achieving QI / DEI (as applicable) Targets and arriving at productivity
benchmarks
• Identify resource shortage and initiate team sourcing
• Conduct / facilitate process trainings within the IBGs supported
• Plan and conduct of Quality Management Reviews in the Unit as per the required frequency
• Identify and implement process improvements within the Units
• Ensure timely alerts/early warnings for high-risk projects thru raising risks, IQA, DA, CC etc.
to the Business Units
• Ensure competency building within the team and for self, by monitoring of the mandatory
skills/SKUs that they require to undertake
• Ensure that the KRA targets are met

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Quality • Approving project IDs after validating parameters against the SOW and support planning
Consultant activities with the PM
• Ensure Deliverability Risk Assessment (DRA) is conducted for all focus deals (EN/NN)at P4 /
P5 (post win) as per the categorization matrix
• Help in preparing and publishing critical risk reports at IBU / IBG / SBU and overall health's
status governance with SBU D&O heads.
• Raise the relevant early warning risk alerts in RAID & flagged to leadership as part of risk
governance
• Facilitate and enable successful setup of Quality process in transitions and transformational
programs
• Ensure proper planning, compliance and coverage of all quality parameters such as Kick-offs,
Audits, PMRs, DA, QMRs, Metrics, Introspections, and Retrospections
• Conduct training, e.g., Tech M Process, Metrics, Agile
• Participate in project/IBU level activities such PMR/QMR, DP meetings, process
improvements
• Conduct internal Quality audits for Projects
• Facilitate in achieving QI / DEI (as applicable) Targets and arriving at productivity
benchmarks
• Collect, review and consolidate metrics data from projects for organizational baselines and
trends
• Ensure internal audits are conducted and NCs are closed on time
• Coordinate with the Metrics group for Metrics Analysis
• Coordinate with the concerned project team to carry out root cause analysis and publish
reports.
• Support to maintain Org-wide certification wrt ISO 9K, 20K, 27K, 22301, ISO 13485 , etc.
CMMI, AS9100, AUTOSPICE, 17025 as applicable
• Support to sustain TMW stage 7 and enable the organization for FY 23-24 assessment
• Help achieve ICSAT score for QWay
• Ensure upskilling as per SKU aligned to role and technology of projects/programs supported.

Process Excellence Group –(PEG)

Head – PEG • Coordinate and monitor the process improvement activities in the organization
• Prepare process improvement plan (PEG Plan) for the process development and
improvement activities.
• Ensure processes are aligned as per latest industry standards
• Ensure BMS is cleansed, and redundant processes are retired
• Define organization’s process improvement goals and plans for process improvements in
concurrence with QWAY Head and monitor progress against them
• Maintain the BMS that complies to standards as adopted by the organization
• Liaise with Delivery for improvements at organization level
• Where required define process work groups for process improvements
• Ensure Upskilling of PEG members as per SKU assigned.
• Appraise QWAY Senior Management & project teams of process improvement initiatives in
the organization
• Support to maintain Org-wide certification w.r.t ISO 9K, 20K, 27K, 22301, ISO13485, etc.
CMMI, AS9100, AUTOSPICE, 17025 as applicable
• Support to sustain TMW certification and enable the organization as per the plan
• Help to achieve ICSAT score for Qway
•
Metrics Council • The Metric council`s role involves identifying, collecting, analysing and reporting to Q way
- Lead through PPBs, metrics that are used to assess the performance of the organization’s delivery
and support services.
• Responsible for Goal setting for the various lifecycles/types of projects
• efining organizational level metrics for different solution offerings by continuously aligning
with the business needs and customer requirements.
•
• Define or enhance the Metrics processes as per raised Process Improvements
• Automation of refined metrics in Mantra / new Qway tool

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• Perform Metrics analysis as per need and arrive at insightful analytics

• Base lining Process performance (Benchmarks) which will aid projects in setting up goals for
the metrics chosen by them to manage the project.
• Preparing and publishing the organization level process performance models
• Preparing and reporting trends across various industry baselines like ISBSG, SPIN etc.
• Training Delivery and Q way teams on Metrics.
• Validating and approving project level prediction models and metrics models used by the
project teams.
• Support to maintain Org-wide certification wrt ISO 9K, 20K, 27K, 22301, ISO 13485 , etc.
CMMI, AS9100, AUTOSPICE, 17025 as applicable
• Support to sustain TMW certification and enable the organization as per the plan
• Help to achieve ICSAT score for Qway
TMW Lead • Plan and facilitate TMW assessment
• Facilitate TMW planning and selection of business-critical processes for improvement
through adoption of TMW principles
• Plan and execute necessary trainings and facilitation for the teams taking up TMW
improvement projects
• Plan periodic reviews on selected business critical processes project progress with
stakeholders and monitor timelines
• Prepare and collate the documentation needed for TMW assessment
• Participate in the annual assessment
• Liaising with MIQ
• Guide and facilitate improvement teams
TMW • Training and documentation on BMS related to TMW
Consultant • Mentoring and providing support to the management and business processes
• Preparation of documentation and presentation for TMW assessment
• Internal assessment of the processes as check for adherence to TMW guidelines (scope:
prioritized process for assessment only)
• Coordinate with internal stakeholders during the assessment
• Progress updates to senior management
Qway • Seamless and Integrated systems – Singe window operations, Role based
Automation - • Align process rules to increase compliance
• Qway Tools[R1] supported
Lead • Facilitate support to Tools to give early warning than mere reporting of compliance
• Enhance adoption, optimize transaction
Central Audit and Support Unit Assurance (SUA)
SUA Lead • Based on the Support requirement needs and Senior Management Direction, plan for Quality
– assurance practices within the organization
• Monitor implementation of Quality Improvement Practices through the SUA team
• Guide the team for customizing support specific processes and frameworks
• Liaise with Support Heads to understand specific support requirements and build mechanisms
to address them
• Ensure Internal Customer Satisfaction and Associate Satisfaction within the unit
• Ensure timely Management Status reporting through dashboards
Central Audit • Define organization’s Audits and Assessments Plans for conduct of audits in concurrence with
Lead QWAY Head and monitor progress against them
• Coordinate and monitor the Audits and Assessments activities in the Organization
• Ensure the Audits & Assessments Process artefacts (E.g., Procedure, Guidelines and Checklists,
Templates) complies to standards as adopted by the organization
• Ensure a large pool of auditors is available
• Appraise Delivery and Support Functions leaders through SBU DA to share the performance of
Audits and Assessments activities.
• Liaise with External Certifying agencies for adoption and maintenance of Certifiable Standards
an Organization / Account level
• Identify training needs from Audits and Assessments perspective of QWAY and Non-QWAY

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teams for maintenance of Auditors pool and arrange for the same
• Improve the audit system and effectiveness through periodic IQA analysis as one of the
inputs
• Adopt best practices from other companies

Inputs to Management Review

Corporate • Monitor timely Initiation of audit scheduling cycle on a monthly basis

Audit • Audit control parameter Governance
• Standard upgrade/revision Gap analysis
Champion • Program management of External Audits/support to contractually obligated standards Local
MRs
• Improve user experience of IQA Tool
• Maturity Index submission to PMO
• Create a large pool of auditors at Tech Mahindra
• Improve the audit system and effectiveness at Tech Mahindra
• Interface with external and internal interested parties
• Adopt best practices from other companies
• Periodic IQA analysis
• Inputs to Management review
•
•
Quality • Perform Process Assurance
Consultant - • Ensure that support processes are compliant as defined in BMS and help implement /
improve processes
SUA • Collect, review SLN data and perform analysis as required
• Coordinate and organize Connect Meetings
• Ensure internal audits are conducted and NCs are closed on time
• Participate in reviews and external audits/assessments
• Coordinate with the concerned support teams to carry out root cause analysis and publish
reports as and when required
Operations Support (OS)
OS (PMO) • Planning & monitoring effective implementation of the Quality Policy, Philosophy and QWAY
Roles and BSC
• Performance Reporting to Senior Leadership including QWAY Dashboard etc.
Responsibilities • Administer ICSAT survey annually and analyse the customer feedback received through the
survey.
• Publish reports to all support units.
• Track report status to management on a regular basis
• Liaise with various supporting functions like RMG, TAG, TLS, Finance, Marketing etc. and
provide the required support to the QWAY team members
• Organize Group Level Meetings and Team Connects
• Monitor the QWAY Team Competency Index with the help of the learning team
• Enable QWAY Brand building activities
• Automating dashboards

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