MNC Bank IT Infrastructure & Technology Group:
Business Case: Performance dashboard -time, cost,quality customer satisfaction (voice,non-voice applications.)
- Laid down Performance Measurement framework for IT Infrastructure group
- Segregated Request types - Voice calls, Incidents, Work Requests
- Defined Metrics for: Time, Cost, Quality & Customer satisfaction
- Instituted State of Health Dashboard, Performed statistical analysis
- Process Improvements incorporated: First call resolve, SLA, BMI
Large worldwide Bank Back-office(BPO) Group:
Business Case: Increased Customer service window and Cost rationalization
- Arrival patterns study for all geographies
- Facilitated Load Leveling, Capacity planning
- Helped with Shift Planning and Space Optimization
- Facilitated Workforce planning
World's Leading Electronics, Health Care Product Organization.
Business Case: Simple & efficient practices-Enabling groups (Finance, HR, IT, Trg., Purchase): Employee satisfaction
- Time and Motion, Data study: Lean, Six-sigma
- User feedback , Cycle time analysis,
- Simplified Workflow and recommended Tool updates
- Established PDCA for Piloting and Deployment
Pharma & Life Sciences IT Product Company:
Business Case: Multiple applicable standards and need for integrated quality system for entire PDLC.
- ISO 9001 & TickIT, Integration with CMMI L5
- PCMM L5 for Workforce and Competency
- Defined R&D and PDLC Lifecycle processes
- Established Customer specific processes, FDA Guidelines
Healthcare IT & Tele-solutions Product Company:
Business Case: PDLC Processes, ISO9001, Partnership agreements, Project Management.
- PDLC, Maintenance & Customization process
- Reviewing Strategy, Contracts, Partnerships
- Identified Key metrics for Project & Program Management
- ISO9001 Recertification facilitation
IT Multinational Retail :
Business Case: Complex Accounts meeting CMMI needs.
- Process and Metrics definition; CMMI L4 ,L5
- SQA role for major accounts
- New Life cycle definitions
- Realignment of Roles and Responsibilities
