The HGS Excellence Charter

HGS is committed to business excellence - the systematic use of quality management principles and tools that improve performance and lead to enhanced customer and shareholder value. The Corporate Business Excellence Team was founded in July 2009 to orchestrate our company-wide efforts.

Its mandate is to be.....

The custodian of organisation-wide excellence
  • Transition process excellence
  • Steady state process excellence
  • Business process excellence
  • Process health checks and self assessments
The conscience keeper of the organisation
  • External certifications and audits
  • Internal audits
  • Adherence to transitional and operational methodologies
  • Risk management
  • Corporate governance
Managers of improvement and innovation initiatives
  • Six Sigma Lean implementation
  • Lean implementation
  • Small automation projects
The owner of perception based management processes
  • Best practices
  • Customer satisfaction practices
  • Internal customer satisfaction
  • Benchmarking
The overseer of operational quality
  • Ensure 'noiseless' operations
  • Quality of service and SLAs
  • Adherence to contractual metrics and reporting
Builders of 'brand excellence'
  • Thought leadership, seminars and journal contributions
  • Certification programmes for quality professionals within HGS

Organization Capability Group

Excellence Frameworks

  • COPC table F deployment
  • Project Health Assessments

Perception Management

  • Best Practices Management
  • Customer Satisfaction Survey
  • Internal Customer Satisfaction Survey
  • Taking relevant action based on the surveys

Capability Enhancement

  • Knowledge Management
  • Quality COE

Brand Building

  • Technical Papers
  • Articles in Journals
  • Seminars

Compliance and Audits Group


  • Statutory and Regulatory Compliance
  • Industry Specific Standards
  • Contractual Compliance
  • Adherence to
    • - Compliance Methodology


  • Quality Management System
  • Information Security Management
  • Environment Management System

  • Occupational Safety and Health Management
  • Internal Audit
  • Self Assessment
  • Adherence to
    • - Audit Methodology

Quality Group

Operations Quality

  • Transactions Monitoring
  • SLA Management
  • Metrics Management
  • OpEx Scorecard Reporting
  • COPC Table F implementation
  • Adherence to
    • - Operations Methodology

Transition Quality

  • Customer Interfacing
  • SLA Base-lining
  • Metrics Management
  • Adherence to
    • - Transition Methodology
  • Transition Assessments
  • Tollgate Reviews

Shared Services Quality

  • Process Creation and Adherence
  • Metrics and SLA creation and management

Quality Tools and Macros Development

  • Coordinate with automation team for design and development
  • Small tools development and automation

Continual Improvement Group

Oppportunity Assessment

  • Process Capability Baseline
  • Benchmarking

Process Adherence

  • Adherence to Continual Improvement Methodology

Continual Improvement Methodology

  • Small Improvements/ KAIZEN
  • LEAN
  • Six Sigma
  • Diet Six Sigma
  • Improvement Methodology

Training & Awards

  • Training on
    • - Quality Concepts
    • - CI Methodologies
  • Quality Professional Excellence Program (QPEP)
  • Awards Management