Nelito’s Quality Practice

Updated On : Oct 2019 | by Subramani.S

Nelito Systems Pvt. Ltd. begun its "Quality" journey in Sept-2003 by achieving its first ISO certificate. Since then our Quality Team has constantly strived and implemented different quality standards & strengthen Quality Management System (QMS) in the company.

We developed Quality Management System (QMS) based on standards ISO 9001:2000. Nelito has further refined QMS as per new versions of ISO 9001:2015 from ISO 9001:2008, CMMI DEV version 1.2, 1.3.

Nelito's QMS Process provides a process-oriented approach to documenting and reviewing the structure, responsibilities, and procedures required to achieve effective quality management in an organization.

Nelito's Process Asset Library designed with well-defined process for Development, Implementation, Data Migration projects with robust tracking mechanism supported with well-defined Form, Templates.

Nelito have established Information Security Management Systems (ISMS) as per ISO 27001:2005 and has further enhanced as per new version ISO 27001:2013) which provides applicable IT security and privacy policies for different target segments (Employees, Third Party Contractors, Leadership team System Administrators and Sales teams and contains all relevant details on policies, standards, procedures and guidelines related to information.

The Security Organization in Nelito is established with clear roles and responsibilities for implementing information security and business continuity in the organization. Information Security Steering Group (ISSG) headed by the designated CISO (Chief Information Security Officer), a group that holds the overall responsibility of governing the Information Security risk and compliance practices within Nelito.

There is an internal Data Protection and Privacy policy defined under Information Security Management System (ISMS) with the objective –'to define collection, protection and usage of personal data and company confidential information as per applicable laws and regulations'.

Risk Management at Nelito is an enterprise wide function works closely in co-ordination with Business teams, Legal, Finance, Human Resources, Quality, Office of the CEO, Delivery, Internal Audit and other Functional teams. Enterprise Risk Management (ERM) enables and supports business objectives through risk-intelligent assessment and mitigation mechanisms while providing reassurance to all stake holders including Customers, Shareholders and Employees. This is done by identifying, assessing and mitigating risks within key business and functional processes through a collaborative approach.

Nelito Quality internal audit team conducts check on the effective implementation of ISO and CMMI standard requirements on periodical basis by involving cross functional teams. Apart from the Internal Audits, the corporate internal audit team also conducted the audit at selected locations to check the effectiveness on the closure of the gaps identified in internal audits and the report is submitted to the senior management as part of the Management Reviews. Quality team has been constantly revising certifications through periodic external audits done through quality institutions like TUV SUD, QAI etc. We measure process performances through our standardized periodic metrics, dashboards, records, and documents.

The Voice of the Customer – Customer Satisfaction Survey (CSAT) is heard at various levels through direct feedback, informal meetings, and senior management interaction with the client. CSAT survey are conducted semi-annually to capture voice of customer and align to customer business requirement, various facets of engagement including core delivery, presales, people engagement.

Project CSATs are obtained to enhance customers experience while dealing with Nelito. Customer feedback is obtained on Projects and Programs at different points of time during execution on different aspects like Delivery, Quality, Service and Project Management sections

The customer feedback obtained through the surveys is analysed and improvement opportunities are identified. Once actions are identified, the value creation actions (CVI) and Dissatisfaction Reduction Actions are communicated to the customer. Frequent updates on progress, through quarterly business reviews and other appropriate forums are provided to build customer confidence in the process, and ensure that the actions taken truly have a positive impact on customer satisfaction. Senior leaders review feedback reports at regular intervals in different forums such as Quality Improvement Councils and Management Review Meetings.

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