"We will deliver defect free, cost-efficient solutions and services to our external and internal customers on time every time" - NIIT SmartServe's quality policy

To ensure defect free and cost-efficient solutions, we adopt a 3-pronged approach.

	A metric based approach using the COPC framework
	Innovating using technology to build efficiencies
	Six Sigma based improvement framework

The COPC Framework and Six Sigma:

All our processes have SLA laid down by the customer and we usually measure a super-set of metrics as required by COPC. The premise here is that the process is evaluated on the stiffer of the 2 targets--- the customer SLA or the COPC target. This ensures that all possible metrics are measured for a program.

Metrics not being met will require the Process Excellence team to work closely with the operations team, to ensure that improvement projects using Six sigma frameworks are initiated and completed for these metrics. Projects include improvement in quality scores, reducing turn-around-time, improving utilisation of team members and a host of other projects across functions.

NSS does not have a central COPC or Six Sigma team. Supervisors from the operations and Process Excellence team go through Yellow and Green belt training and certification. These individuals have the responsibility to identify improvement areas and work on improvement projects aided by the coordinators.