Excellence is firmly embedded within our delivery structure - right from the time of transitioning the process from our client's site, to go-live and until steady state of the process. Regular SLA tracking, MIS, and Quality Audits& Feedback, Process Improvements and Compliance are processes and standards that we provide to all of our clients as part of our Operational Excellence Methodology.
Our differentiator is our focus on strategic drivers like customer loyalty, customer satisfaction, and providing continuous improvements. These focus areas help enhance our clients' ability to grow their businesses profitably. In our experience, not all of the improvements require to be full-fledged Six Sigma projects. Identifying issues using simple lean methodologies, identifying the low-hanging fruits and sharing best practices based on our experience with other clients can achieve quick gains.
The key deliverable of the Operational Excellence team is to facilitate and support our various internal stakeholders to improve the overall performance and service delivery to our clients. Below are some of the key initiatives that we have developed to consistently improve our performance. Click on each for a description.
Project parameters are measured based on client deliverables, process adherence and management objectives. This then forms part of the Balance Score Card that the management is measured on. Based on performance against target, we arrive at a monthly project score which is circulated to all project managers and the executive management team. Any deviations from target scores are analyzed, and appropriate steps taken to ensure continuous improvement.
The Operational Excellence team conducts Client Satisfaction Surveys at regular intervals to assess the quality of service provided by e4e. A detailed analysis of the responses is presented and reviewed by our management team along with the Business Leaders. An action plan is then put in place to address any developmental opportunities.