Top Management drives the Customer Focused Performance Management through proper planning and providing leadership to the Organization. They remain committed to this cause throughout and not just at the onset of a new project.
Through our documented processes, we capture the operational and performance data that is required to consistently perform well on measures of service, quality, profitability, client and end-user satisfaction.
Measures in place for all activities that directly impact end-users and clients
Performance Improvement Methodologies that have been demonstrated to produce results
A system that allows clients and Center Management to verify that the center is actively monitoring and managing the system overtime to improve performance.
Two key ingredients of WitsLea DNA are customer-centricity and culture of quality. We work with our clients very closely right from the inception of the project to understand the requirements and layout detailed plans for successful implementation, monitoring, improvement and control.
Mission Critical Phases of Operations:
I. Pre-Implementation Phase:
Understand the requirements of the process in terms of
Profile of the people to be part of the team
Technology and Infrastructure Requirements
Critical To Quality
II. Implementation Phase:
Customized hiring based on the profile required for the process
Focused Training with emphasis on hands on experience
Additional hand-holding on the operations floor for first couple of weeks
Experience Sharing, Feedback and Coaching
Rewards and Recognition based on Performance on Critical to Quality measures of the process
III. Operational Phase:
Rewards and Recognition Programs to drive healthy competition among teams
Feedback and Coaching
Data Analysis to identify improvement opportunities and initiate improvement projects
