Natarajan Chandrasekaran to Keynote at SEPG Asia-Pacific

Natarajan Chandrasekaran (Chandra), the chief operating officer and executive director of Tata Consultancy Services Limited, will give a keynote presentation at SEPG Asia-Pacific 2009. His keynote abstract follows:

Quality is Designing for Certainty to Customers

Faced with the current downturn, a business would have little option to rely on a second chance; it would need to hit markets with Certainty designed into it—the First Time Right philosophy. The key question is “How can certainty be an element in the design of business, products, and IT?”

Ritualizing of Quality has led to a gap between Quality of Experience and Quality of Service. Customers judge the quality of our products and services using a more holistic set of parameters than the ones used in our internal systems.

Designing for Certainty means changing the way we build our systems for First Time Right and delivering the same to customers with high levels of customer satisfaction. Quality must also encompass the way we interact with our customers to deliver what we build.

A compromised quality position is reflected in high “Run the Business” share in IT expenditure—that could be costly in today’s downturn. We need to focus more on “Changing the Business” —ensuring processes are designed for lowering "Run the Business" cost. The ratio between the two is an important business metric, not a mere IT efficiency indicator.

Read his biography.