Excellence Charter
Business excellence is the systematic use of quality management principles and tools in business management, with the goal of improving performance based on the principles of customer focus, stakeholder value, and process management.
For sustaining and improving business excellence, the Corporate Business Excellence team was founded in July 2009.
Charter of Business Excellence
Custodian of organization-wide ‘Excellence’
- Transition Process Excellence
- Steady State Process Excellence
- Business Process Excellence
- Process Health Checks and Self Assessments
Conscience keeper of the organization
- External Certifications and Audits
- Internal Audits
- Adherence to Transition and Operations Methodologies
- Risk Management
- Corporate Governance
Management of Improvement and Innovation initiatives
- Six Sigma Implementation
- LEAN Implementation
- Small Automation Projects
Owner of perception-management processes
- Best Practices
- Customer Satisfaction
- Internal Customer Satisfaction
- Benchmarking
Overseer of Operations Quality
- Ensure “Noiseless Operations”
- Quality of Service and SLAs
- Adherence to Contractual Metrics and Reporting
Build “Brand Excellence” for the organization
- Thought Leadership, Seminars, Contribution to Journals
- Enhance Professional Excellence through HGS Certification Programs for Quality Professionals
Foundation of Business Excellence:
Assurance:
Assurance is a managerial tool for ensuring a comprehensive and consistent management system that achieves total quality management to achieve our organization goals. Assurance in HGS comprises of two main elements: Organization Capability Group and Compliance, Risk management and Audits.
- Organization Capability Group (OCG) has various aspects starting with forming the excellence framework based on eSCM (e-Sourcing Capability Model) and COPC (Customer Operations Performance Center). The OCG also looks into perception management by driving initiatives around knowledge management, best practices management, customer satisfaction- Internal and External and brand building.
- The Compliance, Risk Management, and Audits group plays a key role in Assurance at HGS - it acts as its conscience keeper. All certifications, methodologies (Transition, Business Development, and Operations), corporate governance, and risk management frameworks are driven by this group.
Control:
It oversees the quality of operations in the Company and is also called the Operations Quality Group (OQG). Operations Quality is monitored diligently to ensure optimum output. The facets that are involved are transaction monitoring, SLA management, metrics management, scorecard reporting, COPC table F implementation, and adherence to the operations methodology. Control also deals with Transition quality and Shared Services quality. Transition quality starts as soon as a process is transitioned into HGS, dealing with end-to-end customer interfacing, SLA base lining, metrics management, and tollgate review based on the methodology. Shared Services quality includes process creation and adherence, also involving metrics and SLA creation and management.
Improvement:
One of the key areas of Business Excellence is the Improvement Group. The improvement group works in tandem with Assurance and Control to work on improvement projects using Kaizen, Six Sigma, Lean, Benchmarking Study, Excellence Training etc.
The entire team though divided into the Four Pillars of Business Excellence, works as a functional unity towards Excellence in every aspect of HGS.
