TCS Corporate Sustainability Report 2010-11 - Tata Consultancy ...

Foundations for growth
The pre-requisites for sustaining our growth are (a) maintaining the same high quality of service that
our customers have come to expect from us, (b) continuing to invest in innovation so we remain
at the cutting edge of technological and business evolution, (c) ensuring that we remain agile despite
the size and (d) creating a strong brand that creates customer loyalty.
In the next few sub-sections, we explore these four foundational elements in further detail.
Best-in-class Quality
The TCS Quality Management System is a complete set of documents, tools, methods and practices built
on and around the business model, with a focus on service & solution delivery, customer management,
security management and people processes. It also includes suitable measurement protocols to
continuously monitor the effectiveness of the quality system. It focuses on all aspects of project
management, knowledge management, technology management, customer management, product and
service delivery, security management, business continuity, career development and competency
management, associates and other parameters of diversity; thus, ensuring that customers experience a
level of certainty that no other organization can match.
Every project executed by TCS goes through a three-tier quality check to ensure that the customer
receives a deliverable of the highest quality:
Product Quality Internal Quality Assurance All work items, products or
deliverables undergo peer review /
independent review / self review /
code walkthrough.
Product Quality
& Process
Compliance
External Quality Assurance
Final Inspection
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Competent associates external to
the project verify each work item
or deliverable.
An external reviewer does the final
quality check to ensure
completeness and usability of the
package before delivering the final
product to the client. In addition,
the external reviewer periodically
verifies that the team is complying
with all quality process.
The Project Leader also does a final
inspection before delivery.