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Quality and Process

  • Focus on five core areas for the quality objective plan
    • Quality of output
    • Productivity
    • SLA Adherence
    • Client Satisfaction
    • Customer Retention
  • The above five areas have been detailed with relevant internal and external metrics
  • Critical processes impacting service delivery are well documented to minimise human dependency
  • Performance of each process is reviewed every month.
  • Corrective and preventive actions are taken to ensure that continual improvement is achieved
  • Industry certifications will be achieved based on the need
  • 4-eye principle are strictly adhered in certain areas of the process, and also automated tools/ procedures are written to reduce human errors
Sample KPIs >>
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