!!!managing business operations

7/31/2019 !!!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




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

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