Managing Variation – Secret to Success of ITES Industry  

Oleh:

Kapur, Manisha ; Mahajan, Vikas

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-9.
Topik: ITES Governance Model; People; Service Delivery; Financial Performance.
Fulltext: Manisha_Kapur_Convergys_Managing_Variation.pdf (538.97KB)

Isi artikel

The sustained success of the IT Enabled Services industry in India can be attributed to the ability of the industry to meet high expectations on performance, consistently. This has been possible as the ITES industry has embraced quality practices from inception and focussed on reducing performance variation to ensure consistency in results. Through this paper, the author discusses the role of variation management in the three layers of the ITES industry governance model, namely, people, service delivery and financial performance.

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