Tech Mahindra – ISO 9001

0.Introduction:
Tech Mahindra Limited is an Indian multinational provider of information technology (IT),
networking technology solutions and Business Process Outsourcing (BPO) to various industry
verticals and horizontals. Anand Mahindra is the Chairman of Tech Mahindra, which is
headquartered at Pune and has its registered office in Mumbai.

Part of the Mahindra Group, Tech Mahindra is a US$4.7 billion company with over 113,550
employees across 90 countries. Tech Mahindra was ranked #5 in India's IT firms and overall
#111 in Fortune India 500 list for 2012. Tech Mahindra, on 25 June 2013, announced the
completion of a merger with Mahindra Satyam.

Tech Mahindra has 926 active clients as of March 2018.

0.1.General - Business Case (Description):

Organisation Established: Mahindra & Mahindra started a joint venture with British
Telecom in 1986 as a technology outsourcing firm. British Telecom initially had around
30 percent stake in the Tech Mahindra company. In December 2010, British Telecom
sold 5.5 percent of its stake in Tech Mahindra to Mahindra & Mahindra for Rs 451 crore.
[6][dead link] In August 2012, British Telecom sold 14.1 percent of its stake to
institutional investors for about Rs 1,395 crore. In December 2012, British Telecom sold
its remaining 9.1 per cent (11.6 million shares) shareholding to institutional investors for
a total gross cash proceeds of Rs 1,011.4 crore. This sale marked the exit of British
Telecom from Tech Mahindra.

Purpose and Aim: Educated, skilled and able women and men are a country’s true
strength. They aspire to see children who are purposefully engaged, youth that is
constructively employed and a society that provides equal opportunities to people with
different abilities. Through its corporate social responsibility initiatives, the Mahindra
Group commits itself to this .
The key focus areas for Corporate Social Responsibility at Tech Mahindra Foundation
are:
• Empowerment of girls/women
• Empowerment of people with disabilities
• Corporate volunteering

These three areas are cross cutting themes for all their projects and programmes at
Tech Mahindra Foundation.
Directors
CP Gurnani (popularly known as 'CP' within his peer group), is the Chief Executive
Officer and Managing Director of Tech Mahindra.

ANAND G. MAHINDRA - CHAIRMAN, MAHINDRA 

CP GURNANI - MANAGING DIRECTOR AND CHIEF EXECUTIVE OFFICER, TECH MAHINDRA
ANUPAM PURI - DIRECTOR
ULHAS N. YARGOP - DIRECTOR
M. DAMODARAN – DIRECTOR
RAVINDRA KULKARNI – DIRECTOR
M. RAJYALAKSHMI RAO – DIRECTOR
T N MANOHARAN – DIRECTOR
V S PARTHASARATHY– DIRECTOR

Turnover: They have a revenue of $4.9 billion and a net income of $588 million

Vision: There aim is to Rise among the top three leaders in each of their chosen
market segments while fostering innovation and inclusion.
They want consistently achieve top quartile growth by contributing to their customers'
success, by enabling their employees to realize their potential and by creating value for
all their stakeholders.

0.2.Process Approach (List of Processes):

- SIPOC
- Swim Lane
0.4.Compatibility with other Management Systems
1.Scope:

1.1.General:

The service the organisation provides are :

- Banking
- Telecom
- Retail
- Insurance
- Travel and Hospitality
- Healthcare and Lifesciences

1.2.Application:

Finance

Accounts Receivable

Expense Management

 Financial Planning and Reporting

Professional Development (PD) Ledger

 Purchasing and Procurement

Research & Consultancy Project Accounting

 Transnational Finance

Sales and Marketing

 Pricing

 Promotion

 Market Research

 Sales forecasting
HR

 Recruitment

.  Selection

.  Hiring

.  Training and Development

.  Employee Remuneration

. Performance Management

 Employee Relations

. IT
Database maintenance

Compatibility with systems like SFA, ERP, CRM

 Website

 Mobile App

 Employee Computers

 Server Administration

 Creating and ma Conducting research

2.Normative References - Legal Obligations:

The company expects associates to be aware of, understand and follow these
guidelines while taking part in global conversations related to the work at Tech
Mahindra Failure to do so, could incur risks pertaining to associate’s association with
Tech Mahindra These guidelines are not exhaustive but suggestive as they continue to
evolve, as and when new technologies arise.

Guidelines:

All associates shall acknowledge and abide by the following:

- Associate shall not defame abuse, harass or threaten Tech Mahindra its associates or
any third party, or otherwise violate the legal rights of Tech Mahindra or any third party.
- Associates shall not post any content (e.g. text, books, quotes, logos, etc.) that is the
property of another individual without requisite and applicable right(s) under law.
- Associates shall not in any manner publish or post any inappropriate, defamatory,
infringing, obscene, racist, terrorist, politically slanted, indecent or unlawful topic, name,
material or information.

- Associates shall not publish confidential or other proprietary information of Tech

Mahindra or
any other Third Party.
- Associates shall not cite or refer to clients, partners or suppliers without their
approval.
- Associates shall not use ethnic slurs, personal insults, obscenity, etc.
- Associates shall not post or promote any obscene, racist, prejudiced, bigotry, hatred
or physical harm of any kind against any group or individual.
Associates shall not harass or advocate harassment of another person or organization.
Associates shall not post any material which contains nudity, violence or is offensive in
nature
- Associates shall not publish information that is false or misleading or promotes illegal
activities or partake in conduct that is abusive, threatening, obscene, defamatory or
libelous.
- Associates shall not exploit people in a sexual, violent or in any manner not respectful
of human rights.
- Associates shall not commit or promote any criminal activity or enterprise or provide
instructional information about illegal activities, such as making or buying illegal
weapons or violating someone’s privacy.
- Associates shall not violate Tech Mahindra`s privacy, confidentiality or any other
guidelines for external
commercial speeches.
- Associates shall not knowingly introduce viruses, worms, harmful code or Trojan
horses.
- Associates shall show proper consideration for the privacy of others.
- Associates shall use the following disclaimer when they are posting the content
related to work or subjects associated with Tech Mahindra.

- “The postings on this site are my own and do not necessarily represent Tech
Mahindra’s
positions, strategies or opinions.”

Roles and Responsibilities:

Stakeholders:
1. Bring to attention of the company, any improper practice they may be aware of at the
earliest. Although they are not required to provide proof, they must have sufficient cause
for concern.
2. Co-operate with investigating authorities, while maintaining full confidentiality.
3. The intent of the policy is to bring genuine and serious issues to the forefront and it is
not intended for petty complaints. Malicious allegations by Associates can result to
disciplinary action.
4. A whistleblower has the right to protection from retaliation. But this does not extend
to immunity for complicity in the matters that are the subject of the allegations and
investigation.
5. In the event of exceptional cases, where the whistleblower is not satisfied with the
outcome of the investigation carried out by the CORPORATE OMBUDSMAN, s/he can
make a direct appeal to the Chairman of the Audit Committee of Tech Mahindra

Corporate Ombudsman:
1. Ensure that the policy is being implemented.
2. Ascertain prima facie the credibility of the charge. If initial enquiry indicates
further investigation is not required, close the issue.
3. Document the initial enquiry
4. Where further investigation is indicated, carry this through appointing a Redressal
Committee if necessary.
5. Provide quarterly reports to the Board of directors with a copy to CEO and Head –
HR.
6. Acknowledge receipt of concern to the complainant, thanking him/her for initiative
taken in upholding the company’s business conduct standards
7. Ensure that necessary safeguards are provided to the complainant.

Redressal Committee:
1. Conduct the enquiry in a fair and unbiased manner.
2. Ensure complete fact-finding.
3. Maintain strict confidentiality.
4. Decide on the outcome of the investigation, whether an improper practice has
been committed and if so by whom.
5. Recommend an appropriate course of action and suggest disciplinary action,
including dismissal, and preventive measures.
6. Record minutes of the committee deliberations and document the final report.
7. Submit the final report to CORPORATE OMBUDSMAN.

CEO:
1. Table the quarterly reports from the CORPORATE OMBUDSMAN with the Statutory
Board.
2. Ensure necessary actioning of recommendations of the CORPORATE
OMBUDSMAN/Committee.
Provide full cooperation to the investigation team.
3. Be informed of the outcome of the investigation.
4. Accept the decision of the CORPORATE OMBUDSMAN.
5. Maintain strict confidentiality

4.Quality Management System:

Tech Mahindra has a well-established Quality Management system known as Business

Management System (BMS). The BMS is an integrated system of processes aligned to
Tech Mahindra’s Quality Policy. Built on the foundation of the Plan-Do-Check-Act Cycle
of Continuous Improvement; the BMS emphasizes on estimating, planning and then
complying with the planned arrangements.

1. Processes are leveraged on the best practices from following standards and
continuous improvements based on learning’s from operations

Quality Management standard ISO 9001

Service management methodologies: ITIL and ISO 20000-1

IT security standard ISO 27001

Business continuity management: ISO 22301

Test Maturity Model Integrated (TMMi) practices

Project management best practices from PMP / Prince2

2. Processes are business aligned and flexible to accommodate customer specific

requirements

3. Continuous Improvements are driven through Collaborative management with active

participation from practitioners

4. Strong focus on the statistical based measurements & analysis to ensure

effectiveness.

Tech Mahindra’s India Development centers are ISO 9001, ISO 20000-1, ISO 27001,
ISO 22301, TL9K, ISO 13485, Auto Spice, AS9100:2009 (Standard for Aerospace
domain – scope of certification limited to the aerospace business within Tech Mahindra)
certified.

4.1.Issues and Challenges faced:

challenges have emerged creating operational challenges affecting overall business.

Some of the business challenges are

- Increased product complexity, design cost with decreased product life cycles
- Unpredictable/ Seasonal demands
- Increased compliance mandates from regulatory and customer requirements
- Vendor parts quality and Lot traceability issues
- Absence of proper Vendor collaboration tools
- Tracking quality of parts/ subsystems supplied by vendors
- Data Monetisation
System Requirement:

- Protection of Confidential data

- Protection against theft and accidental disclosure
- Maintaining compliance and complex regulation
- Protection of proprietary information
- Close Monitoring of disgruntled employee and maintain forensic data for
evidence
- Close Monitoring of disgruntled employee and maintain forensic data for
evidence
- Endpoint Protection
- Automate organization overall governance and compliance
- Increase competitive advantage to gain brand value and reputation

4.2.Documentation Requirement:

Process Requirement Documentation Record

Human Resource Recruitment

Management

Selection

Hiring

Training

Department: Human Resources

Process name: Recruitment

Process flow diagram:

Process cross reference : HR - Recruitment process

Document list :
● Selected candidates list
● Job description
● Outstanding fees as on
● Payment receipt

Document template :
Selected Candidates List
Job description format

4.2.2.Quality Vision/Mission :

Along with Mahindra group the organization embarked on sustainability reporting using
the triple bottom-line approach eight years ago, but its tenets have been part of
organizational philosophy since inception. Along the way, Tech Mahindra
institutionalized frameworks, engaged employees, drew up a Group-wide roadmap with
quantifiable goals moving towards achieving them. Last year, the company initiated the
second leg of our sustainability journey by adopting customized roadmaps for major
businesses, creating a tighter fit between sustainability and the businesses. The
company is on its way to reaching its 3 year goals The company has progressed on
each of the triple bottom line parameters in the year under review.
Tech Mahindra has continued to strengthen the process for transforming Quality
Assurance processes to New Age Delivery processes with focus to achieve better
customer experience and faster quality delivery; these are measured and monitored
through various indices
Quality Policy:

PRINCIPLE 1: support a precautionary approach to environmental challenges

PRINCIPLE 2: undertake initiatives to promote greater environmental responsibility
PRINCIPLE 3: encourage the development and diffusion of environmentally friendly
technologies.

List of Committee:

Audit Committee:
- Mr. T. N. Manoharan, Chairman
- Mr. Anupam Puri
- Mr. M. Damodaran
- Mr. Ulhas. N. Yargop
-
Risk Management Committee:
- Mr. T. N. Manoharan, Chairman
- Mr. Anupam Puri
- Mr. M. Damodaran
- Mr. Ulhas. N. Yargop
-
Securities Allotment Committee:
- Mr. Vineet Nayyar, Chairman
- Mr. C.P. Gurnani
- Mr. Ulhas. N. Yargop

4.2.3.Control of Documents:

(₹ in Million)
Year ended March 31st 2018

Income 253,919

Profit before Interest, Depreciation and tax 56,335

Interest (708)

Depreciation (6,562)

Profit Before Tax 49,065

Provision for taxation (9,072)

Profit after tax 39,993

Other Comprehensive Income 128

Balance brought forward from previous year 120,789

Profit available for appropriation 160,910

Final Dividend Including tax (10,361)

Transfer from Share Option Outstanding Account 51

Transfer from General Reserve -

Transferred to Special Economic Zone re-investment (42)

reserve

Balance carried forward 150,558

4.2.3.Control of Records:

At Tech Mahindra, we recognize the imperative for businesses to adopt a solution in the
most optimum time frame in order to meet their respective market demands and be
ahead of the curve at all times. In line with the same, our team has developed a set of
solution accelerators aimed at significantly reducing the implementation lifecycle of a
typical solution. Some of our flagship solution accelerators:

Fraud Analytics system (EMC Certified) is a solution accelerator aimed at the insurance
vertical with an emphasis on Fraud detection and that enables an early warning system
during the process of case management.

Loan origination system – FileNet is a solution accelerator integrated with Imaging

solutions to increase the speed of loan processing from the point of entry to the
disbursal end with inbuilt mechanisms to streamline error prone transactions

SMART Care – FileNet, developed in partnership with IBM, is a solution accelerator with
a comprehensive set of tools that could be employed to improve existing social care
applications’ efficiency or replace with a new application
P2C Solution – Alfresco is a solution accelerator integrated with Mobile
scanning/imaging components and can be employed in extending case management
processes across the organization with support for Mobile processing.
Migrate PRO: is a set of scripts which help migrate content from legacy content
management systems to target new age systems across technologies.

4. Management Responsibility

5.5 Responsibility , Authority and Communication

5.5.1 Responsibility and Authority

5.5.2 Management Representation

Process Responsible Accountable Consulted Informed

Recruitment Recruiter/ TA HR TA Manager/
HR Manager Generalist/H HR Manager
R Manager

Selection HR TA Manager HR Manager

Generalist HR Manager

Hiring Recruiter TA Manager Hiring

Manager HR Manager

Training and Development T&D Manager Project

HR Manager Managers HR Manager

Employee Remuneration Senior

Accountant HR Manager HR Manager HR Manager

Performance Management Project HR Manager

Managers HR Manager HR Manager

Employee Relations Team Project HR Manager HR Manager

leads/Project Manager
Managers
For Training and Development process :

Activity Responsible Accountable Consulted Informed

Number of employees Department HR TA Manager/
required in each Heads HR Manager Generalist/H HR Manager
department R Manager

Receive list of vacancies Department

Heads HR Manager HR Manager HR Manager

Create JD for job roles HR Assistant HR Assistant

identified HR Manager HR Manager

Advertise TA Manager HR Assistant HR Manager

HR Manager
Receive applications HR Assistant HR Manager HR Manager HR Manager

Screening of Applications HR Manager HR Manager HR Manager

HR Manager
Send confirmation letter HR Assistant HR Assistant Candidate
to selected candidates HR Manager

Classroom training IMA Manipal Faculty HR Assistant Candidate

 Faculty
Internship IMA Manipal Faculty HR Assistant Candidate
Faculty
Conduct assessments IMA Manipal Faculty HR Manager Candidate
Faculty

Declare result IMA Manipal Faculty - Candidate

Faculty
PGDB certificates IMA Manipal Faculty Candidate
Faculty HR Manager

5.5.3 Internal Communicatio

Activity R-A R-I R-C A-I

Number of Verbal Printed format Verbal Verbal
employees
required in each
department
Receive list of Printed format Printed format Verbal Verbal
vacancies
Create JD for job Printed format Printed format Email Verbal
roles identified

Advertise Email Verbal Verbal Verbal

Receive Email Verbal Verbal Verbal
applications
Screening of - - - -
Applications
Send confirmation Verbal Email Verbal Verbal
letter to selected
candidates
 Classroom training - Email / Verbal Email / Verbal Verbal
Internship - Printed format Email Email
/ Email
Conduct - Verbal Email Email
assessments

Declare result - Printed format Printed format Email

PGDB certificates - Printed Email Email
format/ Email

8. Measurement, Analysis and Improvement

8.1 General

8.2 Monitoring and Measurement

For Hiring process:
Activity Measurable Unit Record
Variable

Identify hiring need Vacancies - Excel Sheet

Create Job - - -
description
Post and Promote Cost Rs Excel Sheet
Job Openings

Recruiting Application - Excel Sheet

Received
Applicant - - -
screening
Screening No. of candidates - -
Interview recruiting
Interviews No. of candidates - Excel Sheet
recruiting
Background Check No. of candidates - Excel Sheet
recruiting
Reference Check No. of candidates - Excel Sheet
recruiting
 Job Offer Selected Candidates - Excel Sheet
Hiring Selected Candidates - Excel Sheet
Onboarding Selected Candidates - Excel Sheet

8.2.1 Customer Satisfaction

The following parameters from the above table determing the customer satisfaction:
- Job Offer (Candidate)
- Hiring (Candidate)
- OnBoarding (Candidate)

8.2.1 Internal Audit

The record of the variables above are audited by the auditors at Tech
Mahindra:

- Mr. T. N. Manoharan, Chairman

- Mr. Anupam Puri
- Mr. M. Damodaran
- Mr. Ulhas. N. Yargop

Analysis of Data

Activity Variable Analysis

Identify hiring need
Vacancies In Tech Mahindra, before a
position can be filled, it must
be identified as available.
Positions are either newly
formed or recently vacated

Create Job description - The agreed-upon job

requirements form the basis
for the job description. Other
necessary information
includes essential functions
to be performed in the role
and the advantages of
working for the company 
Post and Promote Job Cost In Tech Mahindra, the
Openings openings are promoted and
posted through company’s
website, online job boards,
social media, job fairs, and
industry publications.

Recruiting Application Received Applications from potential

candidates who are not
actively searching for new
jobs but who may be perfect
for the role are received.

Applicant screening - Based on the criteria

established in the planning
step. Unqualified candidates’
applications are withdrawn
from the applicant pool.
Qualified candidates are
informed of next steps
beginning with a screening
interview

Screening Interview No. of candidates recruiting Initial interviews with

applicants are typically
phone calls with HR
representatives. These
interviews determine if
applicants have the
qualifications needed to do
the job and serve to further
narrow the pool of
candidates

Interviews No. of candidates recruiting Depending on the size of the

selection committee, several
interviews are scheduled for
each candidate

Background Check No. of candidates recruiting One of the final steps prior to
making a job offer is
conducting background
checks to review candidates’
criminal record, to verify
 employment history and
eligibility, and to run credit
checks. 

Reference Check No. of candidates recruiting Once a candidate has been

selected for the position, his
or her professional
references should be
contacted

Job Offer Selected Candidates Offering the job includes

providing an offer letter
stating the position’s salary,
start date, and other terms
and conditions of
employment that are based
on the agreement between
the company and the
candidate

Hiring Selected Candidates Once the candidate accepts

the job offer, he or she is
hired. This kicks off a phase
of filling out and filing
paperwork related to
employment including
eligibility to work forms, tax
withholding forms, and
company specific forms

Onboarding Selected Candidates Onboarding process is a

crucial step in the hiring
process. This involves
making the new employee
feel welcome even before he
or she officially joins the
organization. 

8.5 Improvement

8.5.1 Continual Improvement

 The following states that what tech mahindra has learnt and how it will improve further:
- When planning how to achieve its quality objectives, the organisation shall determine:
a) what will be done
b) what resources will be required
c) who will be responsible
d) when it will be completed
e) how the results will be evaluated.

- A key benefit of this is that it creates an enhanced focus on root cause investigation
and determination, followed by prevention and corrective actions
- Opportunities can lead to the adoption of new practices, launching new products,
opening new markets, addressing new clients, building partnerships, using new
technology and other desirable and viable possibilities to address the organization’s or
its customers’ needs.
- The outputs of the management review shall include decisions and actions related to
opportunities for improvement
- Continual improvement is one of the constant ways and one of the surest ways of
improvement. It is recurring activity to enhance performance
- Determine and select opportunities for improvement and implement any necessary
actions to meet customer requirements and enhance customer satisfaction

8.5.2 Corrective Actions

- Problem statement is created by using the 5 way approach

- Ishikawa Diagram is used to identify possible causes of the problem statement
- Problem description is written bas on further investigation
- Root cause is verified
- Permanent corrective actions are determined for root cause and inspection process

8.5.3 Preventive Actions

 Manufacturing and Quality Assurance can trace information back through a

product’s value chain and expose critical elements that lead to the root causes of
failure.
 Field Quality Analysts can proactively explore structured and unstructured data to
discover emerging issues, identify problems, and detect key factors in product
failures.
 Supplier Quality engineers can identify the supply locations that require value-
added/value-engineering (VA/VE) assistance.
 The Purchasing and Sourcing departments, equipped with the information of
concerned supplier and respective part-number to improve supplier charge back
with increased leverage during contract negotiations, can quickly aggregate and
analyze claim data being equipped with
 Engineering can identify critical field failure and reliability data that can be used
for part selection and deciding on product improvements.