At Genisys you are assured of accountability every step of the way, with our stringent and specific process control and review methodologies. Our operational quality and support functions are synchronized with clockwork perfection and focused towards ensuring maximum efficiency.

Our reviews, processes and control methodologies have been structured to ensure maximum efficiency, visibility and accountability. They include:

Daily Reviews: Production targets, quality scores, customer feedback, process updates and all other sub-processes of daily operations are discussed on two levels at the end of each day/shift:

• Level 1: within the team, via the daily debrief
• Level 2: between the Team Leaders, Operations Managers and the General Manager-Operations

Weekly Reviews: where the summary of qualitative and quantitative accomplishments and failures of each individual process/campaign for the week is reviewed. Accomplishments are lauded, areas needing improvement are identified, causes ascertained and action plans are drawn and implemented. Action plans are, in turn, reviewed at the end of the next week to facilitate further measures and controls if necessary. There are two separate reviews for quick implementation of corrective actions and process improvements:

• Between the General Manager-Operations and the Operations Managers and Team Leaders
• Between General Manager-Operations and the Vice President

Project Management Reviews (PMR): The PMR is held on a monthly basis for all ongoing projects. The Vice President along with the General Manager-Operations and Head of Quality, chair the PMR.

• The Team Leader/Service Delivery Manager presents the status of the project, identifies issues and concerns, and provides a detailed analysis on the functioning of the project. The group also reviews the action taken on previous PMR action items
• New issues and concerns are then presented and new action items are identified. This in turn ensures that project details are reviewed, measured and assessed across all levels without any ambiguity

Quarterly Operations Review (QOR): The QOR is held among the senior management comprising the CEO, Vice–Presidents, and the Heads of departments, including support functions. The group conducts in-depth scrutiny at micro and macro levels of individual processes, planning, strategy formulation and customer feedback. At the QOR, functional expertise and process reengineering is conceptualized and implemented as a means of providing value addition for the end customer.

Monthly Business Reviews with Clients (MBR): A proactive measure to ensure accountability and transparency, the MBR also provides a platform for you to weigh, measure, and provide feedback on the project performance. The MBR helps us identify and exceed your expectations while ensuring that process control is not subject to ambiguities.

Quality Management System (QMS): Our QMS plays a vital role in ensuring your satisfaction. Six Sigma methodologies are incorporated to ensure optimum utilization and minimum defects.

• A key metric measured and analyzed on an ongoing basis across projects is “First Pass Yield”; the mantra is clearly “get it right, first time”, reducing re-work and ensuring timely and effective delivery of services
• Call quality monitoring and data accuracy for non-voice processes are continuously monitored and scrutinized to minimize errors
• The ‘Voice of Customer’ in-house initiative is aimed at obtaining periodic feedback from you. Strict adherence to quality requirements is encouraged and maintained.

The QMS also acts as a vehicle to identify training requirements and process improvements.