Our process management program is maintained by the three steps of optimization, standardization and continuous improvement as governed by our Quality Framework.
All project related processes are covered under this framework including understanding quality and delivery requirements, creation of a Quality plan, documentation of service specifications, management of quality feedbacks, performance review mechanism, continuous monitoring and control; apart from the project specific technical processes.
At the onset of a new project the process experts walk through the process and design an optimum process for new projects or recommend modification in existing processes of the standard solution offering. The new processes are discussed, fine-tuned and agreed upon by all stake holders.
Post discussion and agreement the work flow and L2 processes are documented and a process manual is created. The internal teams are trained on these documented processes and regular audits are conducted to ensure absolute compliance. The audit reports are shared and corrective and preventive actions are implemented in a time bound manner for formal audit closure.
The continuous improvement programs are run for all projects. These projects are selected and executed by the Business Excellence team in coordination with Service Delivery, Solutions and all other support functions. These projects are based on the proven methodologies of Lean, Six Sigma and Theory of Constraints etc. The projects are selected based on various factors like client feedback, internal process performance, C-sat survey analysis etc. to ensure superior customer service and excellence in quality.
