ISO – 9000
In the initial six months, the ISO 9000 framework is used to create a Process Management Approach. All basic processes are documented. All the Process Metrics connected to the processes are Identified, Documented, Measured against Target and Reviewed periodically. Automated applications are created for tracking the SLAs on a regular basis to maintain consistency in deliverables. The ISO 9000 framework enables HTMT Global to establish a process and have a close watch to identify needs for improvement.
COPC
This framework gives a holistic approach required by the management to run their business, by balancing Service, Quality and Cost. It is usually implemented 3 months after the Process Approach. HTMT Global creates measures for all customer contact activities that form part of the Process metrics. Identifying and measuring specific attributes required for sustained operational performance and setting high performance benchmarks becomes a prime objective.
Six Sigma Program
Process Improvement Initiatives are based on the Six-Sigma and Lean methodologies. Various projects critical to the success of the outsourcing are identified.. Under the able guidance of Black Belts and Master Black belts, these projects show significant improvement though Value addition, defect elimination, efficiency and effectiveness. Some of the process improvements that have seen success in the past are -
– Increasing employee productivity by improving Utilization, Handle Time, Hold time etc. which in-turn improves Customers process.
– Reducing error rates and improving quality scores
– Thorough analysis of incoming calls/mails on various stratifications to create value for customers to reduce and permanently correct frequently raised technical issues.
Customer Satisfaction survey
HTMT Global always strives to understand Customers’ needs. The Voice of Customer is regularly captured through surveys conducted every 6 months. Analysis of these surveys gives HTMT Global the key areas of focus. This approach helps HTMT Global to constantly better itself and surpass its own benchmarks.
People Improvement Process
All employees are provided the Basic Quality awareness and Information Security training as part of the Induction. Employees are trained in Six-Sigma tools after 6 months of their work experience which enriches their job and yields significant returns. Training modules are tailor-made to suit a particular business need. The participating audience is also chosen based on specific criterions resulting in a high degree of impact.
Customised Automation Application
HTMT Global has a dedicated internal team that creates applications to track the performance of each program. These applications are customized for individual needs and types of SLAs. There are automated alerts and warnings flashed out to team members and seniors in case of non-compliances. A dashboard gives the consolidated as well as summarized view of the entire program. Trend charts are available across the group members to find the control elements of the program.
