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Process Excellence |
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Quality and continuous process improvement has been
the cornerstone of operational practice at EXL.
Real and sustained improvements require investments
in the right methodologies and platforms. At EXL,
Process Excellence is a scientific methodology that
brings holistic improvements. It deploys analytical
tools, best practice sharing and the employees'
creative solutioning abilities.
Our quality function is a well-defined, formal system
that strives to build a culture of customer focus
and continuous improvement. This function, which
comprises Master Black Belts, Black Belts and Green
Belts, implements initiatives across client processes,
delivers process improvements, spearheads process
re-engineering and acts as internal regulator and
control mechanism over operations to ensure that
client objectives are met. We use business improvement
techniques like Six Sigma methodology for reducing
defects in business operations, Kaizen initiatives
that stress on continuous incremental improvements
in each stage of a business process, and have developed
proprietary tools to identify and continue to deliver
process improvements for our clients.
EXL's quality focus has enabled it to consistently
exceed client SLA metrics, enhance productivity
and quality and assist our clients in realizing
significant cost savings through process improvements.
EXL has built a specialized customer experience
function to monitor and improve customer satisfaction
for clients.
Quality is monitored on parameters such as listening
skills and telephone etiquette. Read
more regarding our customer experience methodology.
Among the many best practices that EXL has implemented
for effective process management, the proprietary
tool ProMPT a2 (Process Management and Performance
Tracking - Advanced Analytics) is a standing testimony
to the commitment to quality, which EXL has developed
with significant investment. This product is a comprehensive
process management and performance-tracking tool,
which provides senior process managers with complete
dashboard metrics on an ongoing basis. It has exceptional
drill down capability for identifying root causes
of issues and correlation of performance to various
aspects of business. In addition a whole suite of
analytics can be performed to better understand
process performance. This product is customizable
to the unique needs of each client.
Process Management
and Performance Tracking
Solution (Advanced Analytics)
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Web based tool with transparent
performance tracking |
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Access available to all clients |
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Extensive digital dashboards - ability to
drill down to group, manager, agent and parameter
level |
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Advanced Six Sigma based analysis - Paretos,
Box Plots, Force Field, Correlation, 4 Quadrant
analysis and Cause and Effect diagrams |
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Transaction level capture of information |
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Wide variety of standard reports (graphical
and textual) |
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Process audit functionality |
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Improved and more scalable architecture |
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