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Our engagement with customers begins at various stages. We have helped first-time outsourcers decide which of their many processes lend themselves to outsourcing and have helped them create business models they are most comfortable with. We have worked with customers to move processes from on-shore call centers or BPOs to our centre - sometimes under adverse circumstances - and also helped experienced outsourcers move new processes.
Our service delivery framework begins with our transition methodology, called BPM3. This is where our experts really understand our customer's business processes, their requirements and most importantly, their work culture.
The first two steps help us help the customer decide the candidate processes and the solution that NSS will implement for the customer. Once this is signed off, we transition the process and begin service delivery.
Our service delivery hinges on 2 key underpinnings - Process Excellence and Innovation through technology.
QMS: A robust quality management system encompassing transactional and institutional quality.
Transactional Quality comprises of:
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Design of quality approach document, including determining CTQ (Critical To Quality), training of quality executives, determine sampling size etc. |
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Monitoring of transactions, regular feedback to team members, deciding coaching plans with supervisors, update management and fortnightly quizzes. |
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Improvement initiatives include process control studies, improvement projects based on DMAIC principles, process re-engineering etc. |
Institutional Quality comprises of an expert team of coordinators who work on corporate initiatives like Six Sigma, SAS 70, COPC implementation etc.
Training Methodology: Building on NIIT's 25 year expertise in training, the NSS training function consists of process trainers, language trainers and instructional design experts. NSS also works closely with PlanetWorkz, the BPO training division of NIIT Ltd.
COPC and SLA Management: COPC as an approach is now ingrained within the organization. An exhaustive set of metrics, a robust measurement system and a rigorous audit mechanism has helped NSS get its back office, outbound and inbound processes certified on the 4.0 standard.
End User and Client satisfaction: Bi-annual Client and quarterly End User (our client's customers) satisfaction surveys help us gauge the quality of our services from an external perspective. The scores help us calibrate our internal systems and improve further on service delivery.
Supporting this are our innovative technology tools. These applications help us measure metrics, manage workflow, human resources, train and retain knowledge.
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