8 June 2016 | Proprietary and confidential information. © Mphasis 2013 Fundamentals of QMS Mar-2016 Internal Auditor Training

8 June 2016 | Proprietary and confidential information. © Mphasis Introduction to Quality Management System

8 June 2016 | Proprietary and confidential information. © Mphasis What is Quality ? An inherent or distinguishing characteristic; a property. A personal trait, especially a character trait: Essential character; nature: Superiority of kind: Degree or grade of excellence In Music : it is the timbre as determined by harmonics In Linguistics : it is the character of a vowel sound determined by the size and shape of the oral cavity and the amount of resonance with which the sound is produced. In Logic : it is the positive or negative character of a proposition. What is Quality?

8 June 2016 | Proprietary and confidential information. © Mphasis Internal Auditing Fundamentals of ISO 9001 QMS : Definition of Quality It is the totality of features and characteristics of a product or service that bear on its ability to satisfy stated or implied needs. According to ISO, quality is defined as “the degree to which a set of inherent characteristics fulfills requirements”. Not to be mistaken for "degree of excellence" or "fitness for use" which meet only part of the definition. Quality Management The definition of Quality Management is “coordinated activities to direct and control an organization with regard to quality”.

8 June 2016 | Proprietary and confidential information. © Mphasis Internal Auditing Fundamentals of ISO 9001 QMS : Quality Standards are documented agreements containing precise criteria used as rules, guidelines or definitions. It Increase the reliability & effectiveness of goods & services delivered or used. Quality Planning is defined as the part of quality management focused on setting quality objectives and specifying necessary operational processes and resources to fulfill quality objectives. Quality Assurance is defined as the part of quality management focused on providing confidence that quality requirements will be fulfilled. It includes all the proactive controls to prevent problems, associated cost and customer dissatisfaction. Quality Control is focused on fulfilling quality requirements. Controls should be established to detect quality problems so that customers receive only products that meet their requirements. Quality Improvement is focused on increasing the ability to fulfill requirements. Continual improvement results from ongoing actions taken to enhance product characteristics or increase process effectiveness and efficiency. Note: Effectiveness is defined as the extent to which planned activities are realized and planned results are achieved and Efficiency is defined as the relationship between result achieved and resources used.

8 June 2016 | Proprietary and confidential information. © Mphasis Internal Auditing Why is Quality important ? For Improvement in Processes For Savings in the operations/production For Increased profits For Customer Satisfaction For Customer Delight Some Customer Statistics: 26 % customers are dissatisfied and leave because of the attitude of the service representative. ( Kurt Salmon Associates ) 22 % customers are dissatisfied and leave because they cannot find assistance. ( KSA ) They walk and talk. They tell 8 friends about a satisfying experience vs. 20 for a negative one. INDIA stands 41 / 43 on Customer Orientation 49 / 53 on Competitiveness.

8 June 2016 | Proprietary and confidential information. © Mphasis Internal Auditing

8 June 2016 | Proprietary and confidential information. © Mphasis What is ISO ?

8 June 2016 | Proprietary and confidential information. © Mphasis The International Organization for Standardization The International Organization for standardization began in London in 1946, delegates from 25 countries decided to create a new international organization "the object of which would be to facilitate the international coordination and unification of industrial standards". The organization, ISO, began to function officially on 23 February International Organization for Standardization

8 June 2016 | Proprietary and confidential information. © Mphasis Since 1987, the ISO 9000 series of standards were revised in 1994 and in The current revision is ISO 9001:2008 The International Organization for Standardization International Organization for Standardization

8 June 2016 | Proprietary and confidential information. © Mphasis 2013 THANK YOU About Mphasis Mphasis (an HP Company) enables chosen customers to meet the demands of an evolving market place. Mphasis fuels this by combining superior human capital with cutting edge solutions in hyper-specialized areas. Contact with us on Presentation by © 2012 MphasiS The information contained herein is subjected to change without notice. Sanjay Gour Head – Audit & Compliance (ITO & BPO) Service Delivery Excellence (SDE) Team

8 June 2016 | Proprietary and confidential information. © Mphasis Revision History CR # (Optional) Document Version# Approval Date Modified By Section, Page(s) and Text Revised Approved by Aug-2014Sanjay GaurInitial releaseAudit Head BEOPS Mar-2016 Sudha Jayachandran Revised to new Power point template PDI Leader