Brand India has now emerged as a trusted name in terms of quality. Amidst all the challenges, Indian IT image has helped raise the quality image of the country internationally. But when it comes to delivery, Nasscom Chairman Lakshmi Narayanan feels that we need to improve a lot. Addressing the gathering at the Nasscom Quality Summit here on Thursday he said that the customers abroad were not too pleased with the quality of delivery by Indian companies.

Narrating his experience with the during interactions with foreign consumers about Indian IT services, Lakshmi Narayanan said “ I had felt that their perspective of Indian IT sector's excellence was different than those of Indian customers. Though we have achieved a quite a bit at the in processes or products, the quality within was something it had only started to learn “. Speaking on the relevance of quality in the global context, Nasscom President Kiran Karnik said, “Quality is more to do with structure and discipline while innovation needs creativity which is not so disciplined.”  The other area of concern is the availability of suitable manpower, he informed.

On the same lines Motorola Software Group India Managing Director Soumitra Sana said: “Since India now plays a major role in product development life cycle, it is all the more important to look at quality of experience; reliability, security, usability — all leads to customer delight.” Engineers can look at quality matrix to improve performance. This saves a lot of cost for quality enhancing for organisations, he added.
CEO’s role
One of the points of discussion was the role of a CEO in quality management. Here the CEO has to define quality, show how to focus, demonstrate in action and translate it to employees.

The quality in process has to be internalised for organisations and needs to become inherent to individuals.
Among all success stories the key challenges hovering around the IT industry were exchange rates concerns, which is stabilised to some extent and lack of regulatory environment especially the tax regime and STPI policy.