QMS@HeroITES

With the advent of globalization and increased competition, companies find total quality to be an inherent customer expectation. In order to ensure consistent quality across processes, people, products and services within a reasonable cost frame, organizations need a well-designed Quality Management System (QMS) with a commitment to exceeding customer requirements and achieving continuous improvement through an integrated measurement and information system.

Powered by an offshore-led, service-oriented and technology-centric business model, HeroITES delivers a wide array of call center services and BPO solutions across a diverse range of industry verticals. At HeroITES, client satisfaction is a key performance indicator and Quality is measured by how well we satisfy our clients and their end-customers. The company, therefore, focuses on maintaining the highest Quality Standards across the organization and endeavours to attain its Quality goals by adopting best industry practices and methodologies. HeroITES has an effective Quality Management System (QMS) in place that helps achieve desired Quality Objectives and ensures continuous improvement of overall service delivery.

HeroITES is an ISO 9001:2000 and BS7799–2:2002 certified company, with a well-defined migration methodology based on Six Sigma framework. We have the distinction of working with global leaders and receiving accolades for service quality and execution excellence. The coveted certifications are culmination of our stringent Quality Standards and rigorous Quality Management System (QMS), developed in-house. Furthermore, our fast-growing global clientele bears ample testimony to our long track record of on-time, on-budget and high-quality deliverables.

The quest for innovation & excellence has propelled HeroITES towards many path-breaking initiatives and enabled the company to scale critical processes. We align People, Processes and Technology with our Quality Goals to enhance value-addition, increase speed & turnaround time and drive long-term cost reductions.

Quality Objectives We have a strong Quality Ethos within HeroITES, and a well-defined set of Quality Objectives implemented and executed by a highly integrated and motivated team. We have also defined and developed specific measures to assess the organization’s progress towards the ultimate realization of its Quality Policy. Our methodology includes the following key features:

• Quality objective planning: HeroITES focuses on four core domains for the Quality Objective planning. These include:
  • Quality of Output
  • Productivity
  • Client Satisfaction
  • Customer Retention
• Each process impacting the above four domains has detailed these objectives in terms of internal and external metrics.
• The critical processes impacting service delivery are well documented.
• Performance of each process is reviewed every month.
• Corrective and preventive actions are taken to ensure that continual improvement is achieved.

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