Communication is the cornerstone of our delivery approach. Initiating a partnership in the knowledge services and business process space takes a willingness to listen and share and this understanding drives our delivery approach.
The first step in delivery is a clear understanding of needs and deliverables. Ownership of this is handled by our transition teams, led by experienced transition managers and assisted by six-sigma quality personnel. We have found that early identification and measurement of key metrics helps us guide our clients and our clients guide us on areas that are critical to success.
Once metrics are set, we define a very clear launch and monitoring plan to ensure metrics remain tracked and in good standing throughout the launch and subsequent delivery of an engagement. Our detailed delivery approach clarifies specifics such as escalation paths, failover procedures, and disaster recovery plans to ensure that we continue to meet client needs.
Our account managers are responsible, along with our front office personnel, for maintaining all client relationships. We follow rigorous reporting procedures including weekly written updates, monthly calls with account management, and quarterly reviews facilitated by our senior management team.
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