Process excellence at Firstsource helps deliver quality implementations seamlessly and provides continuous business process improvements to clients.
Firstsource has a proven track record of adding measurable benefits to business process management initiatives for clients. We do this through our process excellence (PE) practices. Firstsource was the world’s first pure play BPO to achieve COPC-2000 CSP certification for back-office processing. We are certified at version 4.2 COPC-2000® CSP base standard for our inbound & back-office capability.
Our PE practice features:
- Over 1200 Six Sigma trained professionals with over 90% of the operations management team Green Belt trained
- All processes and programs are Black Belt or Master Black Belt aligned
- Six Sigma quality framework with Lean practices to deliver constant improvements in projects
- Strong processes, monitoring, measurement and review of initiatives to add value to clients
- Rigorous adherence to client quality standards
- A focus on quality training as a performance multiplier
- A service quality team to assess and improve client deliverables on all engagements
Process management and improvement and quality assurance are key components of our process excellence model. Firstsource continuously tracks feedback from clients and end customers. We benchmark engagement performance against international standards to ensure world class delivery and client satisfaction.
Process Excellence Framework
Click on diagram to enlarge