The journey from process compliance to business excellence  

Oleh:

Malhotra, Devender

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-10.
Topik: Process Excellence; Business Excellence; Technology Innovation; Customer Centricity; Cost Management; Management Commitment; Quality Policy; Standardization; Knowledge Management
Fulltext: Devender_Malhotra_Wipro_The_Journey.pdf (239.29KB)

Isi artikel

This paper is about the approach to Quality, in India’s BPOs, from the inception years to the current scenario and also endeavors to peek into what lies ahead. This Quality Journey encompasses the time when ISO 9001 and COPC certifications were much sought after to the time when Constant innovation led us to embrace several improvement methodologies like Lean, Six Sigma and Kaizen to further the efficiency of processes. This paper also discusses how the focus is now shifting from managing processes to managing outcomes for the customers and how Technology innovations act as a differentiator in business.

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