MPS eServices | Quality

Quality

At MPS eServices we have dedicated Quality Assurance and Quality Control teams.

Quality Assurance

The QMS (Quality Management System) at MPS eServices comprises documented procedures as per ISO 9001:2000 standards. Clear roles and responsibilities have been defined in the procedure documents for seamless integration of processes at the interfaces.

Each of the procedures has measures to be collected and documented; this feeds into our metrics program for further analysis and in turn the output helps us continually improve and raise our capability baselines.

		Schedule Variance
		Effort Variance
		Defect Density
		SLA Compliance
		Customer Satisfaction Index

Procedures from contracting to project closure are practiced for all projects at MPS eServices.

		Control of Document
		Configuration Management
		PPQA
		Organization Training
		Contracting
		Project Initiation
		Risk Management
		Project Planning
		Project Monitoring and Control
		Verification
		Requirement Management
		Technical Solution
		Validation
		Customer Satisfaction
		Measurement and Analysis
		Corrective and Preventive Action
		Purchasing
		System Administrator
		Project Closure

The process implementation fully conforms to the requirements of ISO 9001:2000 standards. Training on processes and procedures, and availability of all documents, metrics, and lessons learned, are available online to our associates.

Quality Policy

We are committed to use consistent, repeatable, and renewable processes to timely deliver cost-effective products and services and achieve highest levels of customer satisfaction.

Our products and services shall be of the highest quality and meet customer requirements.

With complete support from the management at MPS eServices, a top down approach drives all our quality initiatives.

At the top of the Quality Assurance pyramid is the Business Head, who approves all quality related initiatives. The SEPG (Software Engineering Process Group) team consists of two layers, Sponsors and Champions, who define the processes and implement them across the projects in the organization.

The process implementation is constantly monitored by internal audits and the health of the processes is monitored by the SEPG head and in turn communicated to the Business Head for approval of any changes.

Periodic customer surveys are conducted to gauge our customer satisfaction index. The outputs of these surveys are fed back into the QMS for constant improvements.

Our drivers for constant improvements to the QMS and increased customer satisfaction are early risk identification and verification at the start of the SDLC by way of reviews.

Quality Pathway

The SEPG team was put in place for achieving the quality goals at MPS eServices.

		ISO certification in March 2006
		CMMI Level 5 organization April 2008

MPS eServices is an ISO certified organization from March 2006. A surveillance audit was successfully completed in April 2007 by Det Norske Veritas (DNV), an international company with 300 offices in 100 different countries, headquartered in Oslo, Norway.

The CMMI assessment of MPS eServices in Bangalore was evaluated by the Software Engineering Institute (“SEI”), an authorized Leader Assessor from KPMG, a pioneer in software process improvement in the Asia-Pacific Region, which serves some of the major Indian software houses and leading multinational software companies in India. SEI is a US federally-funded research and development center sponsored by the U.S. Department of Defense through the Office of the Under Secretary of Defense for Acquisition, Technology, and Logistics.

Under the assessment, eighteen key process areas (“KPAs”) of software development have been evaluated and MPS eServices has satisfied the relevant KPAs required for CMMI 1.2 Level 3 certification.

Achievement of this CMMI rating requires stable and repeatable software management activities and confirms that MPS eServices process capabilities are standard and consistent. These process capabilities are based on a common, organization-wide understanding of the activities, roles, and responsibilities required to predictably produce high quality software.

According to MPS eServices Vice President and Business Head, Arun Goyal, “This achievement demonstrates MPS eServices' continued commitment to providing the highest quality services to our customers. An independent appraisal team, who noted in their findings that MPS eServices has effectively institutionalized their processes, rendered this latest rating. With this rating our customers will know that MPS eServices is continuing to improve its software processes, which will result in improved product quality for our customers.

“This new milestone in MPS eServices' continuous pursuit for end to end quality in its deliverables should bolster MPS eServices’ business goals, which aim to provide the best of experiences to its current customer base of over 40 customers worldwide. It will further strengthen the confidence that our international software partners and our clients have in us.”

For us at MPS eServices, the journey never stops in the quest for quality for our employees and customers.