ThoughtSol is strengthening its position as a provider of high-quality solutions and services, differentiate itself in the market, and drive sustainable growth and success in the new fiscal year, says B.N Murthy, Vice President – Centre of Excellence, ThoughtSol

In India, the expectations around quality assurance (QA) for technology and IT services companies have been evolving rapidly. Delhi headquartered ThoughtSol has been focused on ensuring QA for its solutions and services offered to its enterprise customers. B.N Murthy, Vice President – Centre of Excellence, ThoughtSol speaks about the importance of Quality Assurance and Certification for modern IT services company. Edited Excerpts.

Q. What are the new expectations around quality assurance for services and solutions offered by technology and IT services company in India?
Murthy: The expectations around QA for technology and IT services companies in India are becoming more holistic, encompassing not just traditional evaluation process but also broader aspects of service quality and customer satisfaction. A key expectation is around automation which is becoming important in QA processes to improve efficiency and effectiveness. Quality Assurance is not just about finding defects anymore; it’s also about ensuring a great customer experience. QA Teams are expected to consider usability, accessibility, performance, and security aspects of the software in addition to functional correctness. Given the increasing focus on data privacy and security, QA teams are expected to ensure the service solution comply with relevant regulatory requirements and adhere to best practices for security testing and vulnerability management.

Q. What is your current role as Vice President – Center of Excellence at ThoughtSol and the key responsibilities you lead?
Murthy: My role at ThoughtSol involves overseeing the strategic direction and operations of the CoE to drive innovation, excellence and efficiency across the organizations. I can contribute to ThoughtSol’s Success by driving innovation, fostering excellence, and delivering value to clients and stakeholders through the Centre of Excellence by effectively fulfilling key responsibilities like:

• Strategic Planning: Develop and execute the strategic roadmap for the CoE in alignment with the company’s overall goals and objectives.
• Technology Innovation: Lead the evaluation, adoption, and implementation of new technologies, tools, and methodologies within CoE.
• Quality Governance /Assurance and Best Practices: Define and enforce quality assurance standards, best practices, proven methodologies and Governance on top it .
• Client engagement and support: To understand client needs, identify opportunities for collaboration, and provide thought leadership and expertise in client engagement.
• Governance and Compliance: Ensure compliance with relevant regulations, standards, and policies across the organisation. Establish governance frameworks, controls, and procedures to manage risks and ensure adherence to quality, security, and compliance requirements.

Q. You understand the nuts & bolts of IT services for over two decades in your career, how do you ensure customer relationship management & people management qualities?
Murthy: There is no shortcuts to achieve good customer relationship management & people management. It’s a culture driven by best practices. Being in relation with IT services for over two decades, I understand that ensuring effective customer relationships management (CRM) and People management in the context of IT services requires a combination of strategies, processes, and cultural elements.
1. Customer Relationship Management (CRM): Have a deep understanding of your customers’ needs, challenges, and goals. Regular communication channels, such as surveys, feedback sessions, and dedicated account management, can help gather insights into customer requirements. Another approach is to implement robust monitoring and reporting mechanisms to identify potential issues early and take proactive measures to resolve them promptly.
2.People Management: Invest in the professional development of our employees through training, mentorship programs, and opportunities for career advancement. Foster a collaborative work environment where team members can openly communicate, share ideas, and collaborate effectively. Empower employees to make decisions and take ownership of their work.

Q. The CMMI Level 3 certification is pivotal as ThoughtSol continues to evolve as a System Integrator (SI) and IT Services Partner. What was your and your team’s role in this achievement?
Murthy: Adopting CMMI means aligning your organization processes with customer requirements and expectations. By consistently delivering high-quality services, ThoughtSol to build trust and loyalty among its esteemed customers, leading to higher levels of customer satisfaction. By working collaboratively, the CoE and the team contribute to the organization’s successful attainment and maintenance of CMMI Level 3 certification, driving process improvement, quality assurance, and overall excellence in service delivery.
Here are some contributions list to the certification process:
• Process Definition and Improvement: Resposible for defining, documenting, and maintaining standardized processes across ThougtSol. >
• Training and Capability Building: Provide training and support to ensure employees understand and adhere to the defined process.
• Metrics and Measurement: Establish metrics and key performance indicators (KPIs) to measure the effectiveness and efficiency of processes across ThoughtSol.
• Quality Assurance: Oversees the quality assurance process to ensure that products and services meet specified requirements and quality standards.
• Continuous Improvement: Facilitate continuous improvement activities by collecting feedback, analysing data, and identifying trends and patterns that can inform process enhancement.

Q. What has been the impact of this certification in front of CIOs and their organisations (your customers) and OEM partners?
Murthy: Being a certified organisation, certification is an excellent way to demonstrate to our customer centric model that you have a combination of Skills, People and Process that ensure to deliver the mission critical projects. Not only does it provide a competitive edge in the competitive market, but it's also an impactful way to boost Organization growth. CMMI LEVEL 3 Certificate is precisely a Compliance Certificate acting as a symbol of trust for our customers and it enhances the image of our organization in the competitive Business market. Adopting CMMI means aligning processes with customer requirements and expectations. In addition to symbolizing trust among customers, ThougthSol’s CMMI Level 3 certification signifies its commitment to excellence, predictability, risk mitigation, continuous improvement, alignment with industry standards, and competitive advantage in the marketplace.

Q. Any notable initiatives by you and your team to strengthen your position as a reliable Systems Integrator and IT Services Partner for ThoughtSol’s growth in the competitive landscape?
Murthy: To strengthen ThoughtSol’s position as a reliable System Integrator (SI) and IT Service Partner in the competitive landscape, my team and me has collaborated on several initiatives:
• Process Optimization: Review and optimize existing processes to ensure efficiency and effectiveness in delivering services.
• Quality Management System (QMS): Establish and enhance QMS frameworks to ensure consistent quality across all projects and services. Implement quality control measures, conduct regular audits, and continuously improve processes based on feedback and lesson learned.
• Training and Development: Invest in training programs to upskill employees on the latest technologies, methodologies and industry trends.
• Standardized Documentation: Develop standardized documentation templates for project management, solution architecture, and service delivery processes.
• Risk Management: Implement robust risk management practices to identify, assess, and mitigate risks associated with project delivery and service operations.
• Innovation and Research: Encourage a culture of innovation within the organization by fostering creativity, experimentation, and knowledge sharing.

Q. You have been instrumental in setting up new territory and business Units across South India for ThoughtSol. What were some of the leadership mantras you focused on?
Murthy: I effectively navigated the complexities of setting up new territories or business units and position itself for sustainable growth and success in expanding markets. Some leadership mantras focused on this endeavour for ThoughtSol:
• Visionary Thinking: Envision the future of the new territory or business unit within the broader context of ThoughtSol’s goals and mission.
• Strategic Planning: Developed a comprehensive strategic plan that outlines objectives, key initiatives, resource allocation, timelines, and performance metrics.
• Empowering Teams: Empowered my team members by providing them with autonomy, resources, and support to execute the strategic plan effectively.
• Adaptability and Agility: Be flexible and adaptable in response to changing market dynamics, customer needs, and competitive pressures.
• Customer Centric Approach: Placed a strong emphasis on understanding the needs and preferences of customers in the new territory or market.
• Building Relationships: Invest time and effort in building strong relationships with key stakeholders, including clients, partners, industry associations, and local communities.
• Resilience and Persistence: Anticipated obstacles and setbacks along the journey of setting up a new territory or business unit.

Q. What is the future plan of ThoughtSol with respect to quality assurance, certifications, center of excellence in the new fiscal year?
Murthy : In this new fiscal year, ThoughtSol is focusing on several strategic initiatives related to quality assurance, certification, and the establishment of a Cener of Excellence (CoE). The comprehensive future plan includes QA Framework Enhancement, CMMI Level 5, Certifications and Compliance, Continuous Improvement Culture, Quality Metrics and Performance Monitoring. Customer satisfaction and feedback becomes important as we need to prioritize customer satisfaction by soliciting feedback from clients, conducting regular satisfaction surveys, and actively addressing any concerns or issues raised.
By implementing these strategic initiatives, ThoughtSol can strengthen its position as a provider of high-quality solutions and services, differentiate itself in the market, and drive sustainable growth and success in the new fiscal year and beyond.