Our BPO and IT Service quality management is based on CIM (Continuous Improvement model). All agents / teams are mapped to specific parameters. The laggards are provided special focus to improve. The objective is to build all the people into same quality standard for the process to deliver consistent quality.

	Focus on Individuals
	Consistent definition of drivers for success across the organization
	Focus on building to consistent performers using statistical techniques
	First level supervisor's performance key focus of management

Perform quality checks on a valid sample size

Analyze Root cause of errors/defects.

Solutions and Monitoring measures are worked out and deployed

Task Forces formed in project mode to regularly improve critical delivery parameters and to constantly drive productivity enhancement