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La Niaque A Vehicle Drives Top Notch Performance
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(May 17, 2020)

Quality, Efficiency, Cost and Control are the four key drivers in the BPO industry to ensure the delivery of high quality services to the client. The practical challenge for the service provider, also called the 3rd Party in the BPO industry is that organization will not have the complete control on the end to end process nor it will have the option to provide the inputs to drive process excellence to clients. Active Process Management® (APM) and Command Center® will help the service industry to drive the end to end process excellence through structured and standard methodology. APM is a step by step approach developed by Delivery Excellence team to drive the process improvements. The methodology covers process standardization, process industrialization, efficiency & effectiveness improvement and benchmarking. Command Center® is the single source for publishing the performance metrics and process control scorecard. It is a one stop shop for Operations, Business Executives and Clients in terms of publishing contractual, business and operational metrics and base source to identify the improvement opportunities This paper will discuss on how Capgemini conceptualized APM® and Command Center® and improved maturity level over period of time.

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