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By
Onkar Mayekar
TQM in service
Quality of service
Process of service
Service quality
System crash
(Define,Measure,Analysis,Improve &
control)
THIS IS ORGANIZATIONAL BASED
DMADV(Define,Measure,Analyze, Develope, &
Verify)
THIS IS BASED ON CUSTOMER NEEDS AND
SATIFACTIONS
Introduction to Infosys
Finacle
Flypp
Infosys Edge
Infosys HIMI
Infosys MaskIT
Health Benefit Exchange
Infosys mConnect
Infosys Research On Demand
Infosys Unified
Communication and
Collaboration (UC)
iTransform
Supply Chain Visibility
Products Offering
ApplicationDevelopment
&Maintenance,
Corporate Performance
Management,
Infrastructure Services
Packages Application
Services
Product Engineering
Systems Integration
Service Offering
Problem - Definition
Analysis Phase
1.
2.
3.
4.
5.
SLA:
Lack of code reusability
Critical repetitive incident being handled
differently
Delayed action on incidents accepted
Dependency on other interfaces
Lack of knowledge sharing in the team
Pareto Analysis
Analysis - continuation
Control Phase
Solution
Skill management
Sales collaboration
Employee network management
Knowledge networks
Employee on-boarding
Alumni networks
Architect diagram
After Implementation
1.
2.
3.
1.
THANK YOU