!!!managing business operations
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MANAGING BUSINESS OPERATIONS
QUALITY CONTROL MANAGEMENT IN A BPO INDUSTRY
COMPANY NAME:- CITIGROUP GLOBAL SERVICES LTD.
PRESENTED BY:- GROUP SIX
DEVAVRAT LAD A-024
MILIND GALA A-015
SRIJESH P A-032
KSHAMA SHUKLA A-046
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WHAT IS QUALITY?
Ability of a product or service to consistently meet orexceed customer expectations
It is a degree to which performance of a product orservice meets or exceeds customer expectations.
If the above difference in performance is zeroexpectations have been met, difference is negativeexpectations not met and if difference is positiveperformance has exceeded the expectations.
Quality is measured on different parameters for Products& Service.
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DETERMINANTS OF P ERCEIVED S ERVICE QUALITY
ExpectedService
PerceivedService
ServiceQuality
Gap
Perceived
ServiceQuality
Word ofMouth
PersonalNeeds
PastExperience
ExternalCommunicationto Customers
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PROCESS MODEL FOR CONTINUOUS MEASUREMENTAND IMPROVEMENT OF SERVICE QUALITY
DO YOUR CUSTOMERS PERCEIVEYOUR OFFERINGS AS MEETING
OR EXCEEDING THEIR EXPECTATIONS?
DO YOU HAVE AN ACCURATEUNDERSTANDING OF
CUSTOMERS EXPECTATIONS?
ARE THERE SPECIFICSTANDARDS IN PLACE TO MEETCUSTOMERS EXPECTATIONS?
DO YOUR OFFERINGS MEET OREXCEED THE STANDARDS?
IS THE INFORMATIONCOMMUNICATED TO CUSTOMERS
ABOUT YOUR OFFERINGS ACCURATE?
CONTINUE TO MONITORCUSTOMERS EXPECTATIONS
AND PERCEPTIONS
YES
NO
YES
YES
YES
YES
TAKE CORRECTIVE ACTION
TAKE CORRECTIVE ACTION
TAKE CORRECTIVE ACTION
TAKE CORRECTIVE ACTION
NO
NO
NO
NO
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WHY MANAGE QUALITY?
Organizational goals and objectives are achieved
Creates value for an organization
Manages exposure to Risk and creates difference betweenSUCCESS & FAILURE.
Waste throughout the organization is identified andeliminated
Customer satisfaction and loyalty is improved
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IF QUALITY IS MIS- MANAGED
Failure in the quality of your product or service
Not identifying trends in customer needsNot meeting customer, legal or industry requirements
Your product, service or facilities harming anindividual, society or the environment
Suppliers compromising your product orservice quality, or delivery
Difficulty in Customer Retention
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WHY DO COMPANIES OUTSOURCE???
Reduce and Control Operating Costs
Improve Company focus on its core competencies.
Gain access to World Class Capabilities.
Internal Resources are freed for other purposes.
Share risks with a partner.
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C ITIGROUP GLOBAL SERVICES AN OVERVIEW
Formerly E-serve International It is the GobalProcessing Centre for All Citigroup Entities.Began as the Processing Arm Of Citibank in 1992 andtoday it services Five of its total Nine Product lines inover 45 Countries.Credit Cards, Consumer Finance, Retail Banking,Capital Markets & Banking.Certification to COPC 2000 Standard Hasdistinguished itself as among the Best In Class Customer Service Provider.
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C ITI -HOME EQUITY
One of the Main Generators of Revenue in CGSL.Process To attend to calls pertaining to applied loans.
CUSTOMERVISITS
CITIBANK U.S.A
GETS HOMELOAN FORM
AND DOC LIST.
COMPLETES
FORM GATHERSDOCS ANDEMAILS THEM
CALLS BANKFOR ENQUIRYOF THE LOAN
CALL ISRECEIVED BY
AGENT IN CGSL
VERIFIES THECUSTOMER
DETAILS
CHECK THEFILE QUEUE
UPDATES THECUSTOMER ON
STATUS
DOCUMENTSTHE
CONVERSATION
ROUTES THEFILE IF NEED
BE.
DIFFERENTQUEUES
F83 DOCS REQD
F72 FILE INPROCESSF 75 FILE FORCLOSING
F42 LOANREJECTEDR27 PROB WITHDOCS
F76 RESCHEDULE
CLOSING
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CITY HOME EQUITY QUALITY NORMS
Citigroup follows a Unique Method of ensuring itsquality.It Classifies Errors in two types Fatal Errors & NonFatal Errors.Fatal Errors Those which have a direct Impact on theBusiness. E.g. Correct Verification of the customer,Giving incorrect process informationNon Fatal Errors Those which do not have a direct Impact on the business, but in general affect the quality of the business. E.g. No proper greeting and close,grammatical errors etc.
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C ITI HOME EQUITY MONITORING QUALITY
Since All Calls are Recorded, Calls are listed to later andevaluated for Quality. This is calledDuring a live call, the observer barges into the call,listens to the live call and then writes his observations.This is called .During a live call, the observer sits next to the agent andassists in the call, also provides feedback on the call.
This is called .
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C ITI HOME EQUITY MONITORING QUALITY
Feedback is provided to the agent. For feedback isimmediate and for and , feedback occurs ina later date. Hence is always preferred.
The Immediate Supervisor and the Quality Advisorboth monitor the quality of the call and mark the calls.The difference in their scores cannot be more than10%.
Since Outbound Calls are not recorded, randommonitoring of the notes for Outbound Calls is done.
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C ITI HOME EQUITY QUALITY PARAMETER MATRIX
CALL < 90% -------- CALL FAILCALL > 90% -------- CALL PASS
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P ROBLEMS WITH MONITORING OF QUALITY
Feedback is given on a much later date in Past andRemote Monitoring.
Although Feedback is Instantaneous in SBS, Supervisorand QA have other responsibilities and cannot devotetime to SBS.
For SBS Monitoring, the Agent knows that he is being monitored and hence is on his toes.
The actual Call is only a part of the service being offeredto customer, and the other aspects were not monitored at all.
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W E S UGGEST ...
Citigroup should divide its Quality Department into separate teams Quality of Time, Quality of Service, Quality of Productivity.Quality of Time Introduces Re-engineering of processes followedto reduce the Time taken to service the customer.Quality of Service Quality Analysts should be designated to
monitor calls, register the problems faced by both agents andcustomers and design solutions to solve them.Quality of Productivity A specific team to be designed to monitorthe productivity of the service team.Monthly Quality Reviews to be held and quality issues should be
discussed and Plans of Action should be drawn and executed.Introduction of concepts like Maker Checker, and Sampling.Recognize talents on a weekly or monthly basis with a small rewardfor best performer providing seamless service.
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Q UALITY MEANS DOING IT RIGHT WHEN NO ONE IS LOOKING . H ENRY FORD
THANK YOU!!!!!!
http://www.goodreads.com/author/show/203714.Henry_Fordhttp://www.goodreads.com/author/show/203714.Henry_Fordhttp://www.goodreads.com/author/show/203714.Henry_Fordhttp://www.goodreads.com/author/show/203714.Henry_Fordhttp://www.goodreads.com/author/show/203714.Henry_Fordhttp://www.goodreads.com/author/show/203714.Henry_Fordhttp://www.goodreads.com/author/show/203714.Henry_Fordhttp://www.goodreads.com/author/show/203714.Henry_Fordhttp://www.goodreads.com/author/show/203714.Henry_Ford