Quality

We adopt an uncompromising approach towards quality. We focus all our energies on earning customer loyalty by providing services that are of the highest quality and greatest value.

At Satyam BPO, , quality is not just about implementing a set of process or a methodology; it is more of an attitude where Associates are focused and obsessed with maintaining the highest quality standards and delivering 100 per cent defect-free services to customers. It’s no surprise that we have achieved the rare distinction of being the world’s first BPO services company to achieve eSCM-SP Capability Level 5 certification.

Our BPO arm has inherited a strong quality orientation from being a Satyam subsidiary. Satyam’s high quality standards have achieved it the status of a SEI CMMI Level 5 organization. Satyam has an internal support unit under the Corporate Quality Circle known as Total Quality Assurance (TQA) that takes care of all quality assurance activities in the projects. Initiatives such as Six Sigma, Business Continuity & Information Security further strengthen Satyam`s commitment to high quality.

Best practices and established quality methods

At Satyam BPO, we have three key quality initiatives that help us guarantee associate, investor and customer delight. They are

eSCM-SP (eSourcing Capability Model for Service Providers)
eSCM is a BPO-centric quality standard which has helped us establish robust processes across the organization.

Six Sigma
Six Sigma is a rigorous and disciplined improvement methodology that uses customer requirements, statistical analysis and team work to achieve breakthrough and continuous improvements in processes across the organization.

Knowledge Management
Knowledge as an asset is managed systematically to improve workflow, reuse knowledge and reduce the learning curve.

Raising the bar higher, every time

One of our organizational objectives is to achieve performance levels of five-plus Sigma on all key metrics. One of the key metrics tracked in every engagement is Overall Engagement Effectiveness (OEE). OEE consolidates performance on all key metrics for a process and reports it in ‘absolute’ as well as Sigma values. OEE performance is reviewed on a regular basis and the respective root cause for performance gaps and low Sigma values is addressed and tracked.

Defects are eliminated, causes of defects – simply uprooted. This helps achieve greater efficiency, productivity and accuracy.

We have well-established processes in place to regularly obtain feedback from our clients, associates and other stakeholders. This helps us measure our quality standards, making quality an ongoing journey at Satyam BPO.

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