Service Delivery Enhancement
Process Performance & Quality Management
Process performance and quality management are recommended especially to:
- implement modern methods of service organization management,
- deploy adequately calibrated effectiveness metrics and process reporting structures,
- ensure continuous improvement of process excellence,
- design and deploy quality controls for covering process gaps and mitigate the risks.
Quality Management: Framework
Benchmark analysis
- Benchmark process performance measurement and quality assurance with best-in-class pracitices
- Indicate the reporting process performance improvements and quality management
INTERNAL REPORTING FRAMEWORK
- Establish Operational Governance Model and regular review reporting framework
- Deploy issue logs trackers
PERFORMANCE MANAGEMENT
- (Re)design Key Performance Indicators with systems set up
- Deploy automated dashboard with visualization of Performance Indicators and reporting timetable
QUALITY CONTROLS
- Deploy desired quality controls policy and sanity checks in activities and tasks needed to maintain a desired level of excellence
CONTINUOUS IMPROVEMENT
- Establish continuous Benchmarking framework for service delivery excellence
- Re-engineer the entire process cycle to adopt new specifics and requirements
Quality Management: Benefits
COMMON GOALS
Strong focus on strategic and business objectives clearly communicated across organization and actionable
VISIBILITY
Full picture on key drivers impacting business, process performance by having tailored designed performance metrics
EFFICIENCY
Shorter turnaround time (cycle time) dedicated to deliver business value to the market
PROCESS QUALITY
Updated and followed industry quality standards and guidelines relating to the process execution
BUSINESS AGILITY
Ability to achieve faster and factor-based decision making due to data reliability
Work out
new solutions
Process Performance & Quality Management: Deliverables
OPERATIONAL GOVERNANCE MODEL
Established effective operational governance model with internal regular review reporting framework
QUALITY & IMPROVEMENT APPROACH
Implemented critical controls & sanity checks with continuous improvement methods
AUTOMATED DASHBOARD
Automated dashboard presenting Key Performance Indicators results integrated with existing system set-up
BENCHMARK ANALYSIS
Process performance results compared with benchmark Proposed solutions for accelerating performance level
PERFORMANCE MANAGEMENT FRAMEWORK
Refined process performance framework per domain with designed and deployed Key Performance Indicators tailored to business environment
DOCUMENTATION
Documentation for whole process performance methods and detailed source of data calculation
