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'Zero Defect Policy is a culture'

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CIOL Bureau
New Update

publive-imageCompanies in India are striving for the best they can do. In one such move , R Rangarajan, Head – Operations, BPO Division,, HCL Technologies discussed adoption of Zero Defect Policy in his organization to increase operational efficiency. Excerpts:



What is ‘Zero defect Policy’ that your company has adopted?

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We have adapted zero defect policy. It is rather a culture than a policy to increase the overall productivity of our organization. When we talk about zero defect policy, it means that we are aware of gap between our input and delivery.

We have analyzed the points where we can do better and adapted the changes that were must to reduce inefficiency to almost zero.

In this culture every department of the organization contributes increased productivity by increasing efficiencies of various processes. Like in the case of transport, efforts have been made to see the least time taking route for the bus that brings in employees.

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If the employee reaches office in-time then logging time can be saved. Similarly if food at canteen is ready in time then time can be saved in serving lunch.

This is perhaps goal of almost all organizations to have zero defect kind of culture. What are the additional benefits employees get out of zero defect policy?

We organize Zero Defect Day every month. On this day, we recognize an employee for best contribution. We give award to the person and a team for best contribution. For each department, we have made certain matrices, that have to be beaten to get award as per the scheme.

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What kind of increase in business you are expecting by adopting zero defect policy?

Since Zero Defect Policy is a culture, it is going to add to company in terms of employee output. The cost of doing things will shrink with lesser efforts. It is also about managing various controls to deliver service.

You can reduce a lot of costs by automation but you cannot automate everything. Hence adoption of this culture will tune people in organization to contribute to work in a systematic way.

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Like, we have analyzed the reworks and have reduced it. This has further reduced operational cost. Customers look at these things and we are meeting their expectations.

You talked about reducing travel time to the office. In such case how do you view concept of ‘Home Agent’ where a person will not have to travel and can work from home?

It is being tried out in UK. In India also, technologically everything is fine. You can connect a person to work from home. But there are certain security issues in the processes that we have to ensure.

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We have to maintain security standards and also we will need to get acceptance from customers. Security is the major hiccup in embracing home agents. Hence we don’t see much of the things picking up on this front in India.

Are you looking for any technical tools that can ensure security in case of 'Home Agents'?

Technically, you can ensure security. We want an employee to come to the premises because there are daily advisory and other programs that are shared with team for them to remain focused on their work. We believe that productivity in a team working together will be much more than the same in home agent system.

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