A recent study by NASSCOM shows that the
customers came to India because of the Potential in terms of
Cost Arbitrage, stayed here because of Performance but will
now look for Operational Excellence. The BPO industry is
maturing and is entering the operational excellence phase.
Achieving global performance levels is the next big
challenge for the industry. Process improvement will be the
key to achieve operational excellence. Operational
excellence can be achieved through a number of diverse
initiatives.
Process
orientation and consistency through standardized and
documented process maps
Business
Process Reengineering and continuous process improvement
initiatives like Six Sigma
A
process management framework to measure and monitor process
effectiveness
Containing operational risks arising in key and support
processes due to internal and external factors
Improving support processes to ensure speed and to build
customer confidence
Optimum
staffing to ensure efficiency
ECS has partnered with a number of organizations in their journey
for operational excellence. Some of the projects done by us
include:
Business
Process Re-engineering for a leading private sector bank led
to various operational efficiencies
Applying
LEAN and Six Sigma techniques in the back office operations
of a leading US based insurance company led to enhanced
operational efficiency
Restructuring and redesigning workflow at the shared
services of a large global organization to achieve
significant productivity gains
Ensuring
process effectiveness for operations of leading
multinational bank
Assessing operational risk for back office operations of a
leading Indian private sector bank led to BASEL II and SOX
compliance
Improving support processes for offshore operations of a
leading global financial major led to speedy ramp up
Creating
a manpower model for the back office of a leading European
bank led to significant reduction in operating costs
